Shipping & Delivery Policy

1. Where We Deliver

Close Friends delivers across Dubai and the wider United Arab Emirates. [This reflects our planned coverage under the new LLC structure; if incorporation is still pending at the time this is published, confirm actual coverage matches your active trade license.] 2-Hour Delivery is only available within a perimeter defined by our courier partner (see Section 2); Same-Day and Standard Delivery have broader coverage, which we are continuously expanding.

2. Delivery Options

Delivery fees are charged per order and are non-refundable, including where an item is returned under our Refund Policy. Because items may come from different Lenders or Sellers, a separate delivery fee may apply per item, and your order may arrive as more than one delivery.

3. How Delivery Works

Close Friends arranges every delivery through our trusted courier partners — you never need to coordinate pickup or drop-off directly with the other member. For rentals, the same courier network handles collection at the end of the rental period, professional cleaning, and return of the item to the Lender.

Lenders and Sellers should have their item ready for courier collection within the timeframe required by the order's delivery option. Because items are sent directly from individual closets rather than a central warehouse, packaging may vary; we ask Lenders and Sellers to package every item securely and present it as shown in their listing photos.

4. Tracking Your Order

Once your order is accepted, tracking appears automatically in your dashboard as soon as the courier collects the item. You do not need to request or exchange tracking numbers separately.

5. Receiving Your Delivery

Your order must be received directly by you or someone you authorize. If you instruct the courier to leave your item unattended (for example, with a neighbour or in a "safe place") and it is lost or damaged as a result, you will be responsible for that loss. Once an item has been successfully delivered to the address you provided, Close Friends is not responsible for loss or damage that occurs afterwards.

6. Changing Your Delivery Address

• More than 2 days before your rental or order is due — update your delivery address directly from your dashboard, subject to courier coverage.
• Within 2 days of the start date — contact our team and we will do our best to accommodate the change, subject to courier availability.
• Once your rental or order has started — the delivery address can no longer be changed.

You are responsible for entering an accurate delivery address at checkout. Close Friends is not liable for a delivery made to an address that was entered incorrectly.

7. Returning a Rental

At the end of your rental period, book a pickup slot from your rental page and have the item ready for collection — no packing, printing or drop-off required. If several items from the same Lender are due back at once, they can be returned together in a single pickup; items from different Lenders are collected separately.

If you are returning an item under the 4-Hour Return Window or the 24-Hour Fit Guarantee, a AED 25 return courier fee applies unless the item arrived damaged or significantly not as described (see our Refund Policy).

8. Delays

Delivery and return timeframes shown in the app are estimates rather than guarantees. If your delivery is delayed, our team will work with you to extend your rental, issue a partial or full refund, or arrange a replacement, depending on the situation — see our Refund Policy for details.

9. Orders Outside the UAE

At this time, Close Friends operates within the United Arab Emirates only, and we are not able to ship orders internationally.

10. Contact

If you have any questions about delivery, contact our team through the Help section of the app or via WhatsApp.