Policy
Fabric care
What we will and will not attempt, and what to tell us.
When you book there is a box for anything delicate, anything stained, and anything needing particular care. It is optional and it matters: what you write goes on the ticket and on the bag, so the person handling your laundry reads it before they start. If you drop off at the counter, tell whoever serves you and they will write it down.
We will treat a stain you have told us about, and we will look for ones you have not. Some stains do not come out — set, old, or of a kind that only shifts with something that would damage the fabric. Where getting a stain out would risk the item, we leave it and tell you, rather than returning something clean and ruined.
If an item has no care label, or has one we cannot follow, or simply looks too delicate for a normal wash, we treat it as delicate. If we are not confident we can do it safely at all, we stop and contact you before doing anything.
We do not launder items needing dry cleaning, or leather, suede or fur. Feather and down items are confirmed with you individually before we accept them, because they need equipment and drying time we agree case by case.
Washing is never entirely free of risk to a garment, however carefully it is done — dyes run, fabrics shrink, and things worn for years give way. We follow the care label where there is one and treat the item as delicate where there is not. If something does go wrong, our Lost & Damaged Items Policy says what happens next.
None of this affects your legal rights as a consumer, including your right to have a service carried out with reasonable care and skill.