Lost & Damaged Items

We handle a great many items every week and we take care with all of them. Every order is booked in, tagged and checked before it goes back, and we keep a full record of who handled it and when. Things still go wrong occasionally, and this says what happens when they do.

Tell us within 7 days of getting your laundry back, and quote your order reference. The sooner you tell us, the more we can still check. Telling us later does not take away any rights you have in law; it only makes it harder for us to find out what happened.

We will try to put it right first. For many problems the answer is practical: re-cleaning something that has not come out as it should, or arranging a repair where a repair is the sensible fix. We talk to you about this before we do anything, and you do not have to accept a repair if you would rather we settled it another way.

If an item cannot be put right, we settle on what it would reasonably cost to replace it now — for an item of that kind, age and condition. Not what you paid for it years ago, and not a figure we have set in advance.

For something of ordinary value, telling us what it is and what it is worth is usually enough. For something more valuable we may ask for a receipt, a photograph, or a note of where and roughly when you bought it. We ask for what we actually need and no more.

If an item arrives with no care label, or looks too delicate or too damaged for us to treat safely, we contact you before we do anything rather than take a chance with it.

None of this affects your legal rights as a consumer, including your right to have a service carried out with reasonable care and skill.