We pride ourselves on being a responsible and reputable dry cleaner, for those of you who are familiar with us you will understand that we are incredibly thorough in our processes and standards. However, like in any industry, there are conditions and situations that we cannot always predict regardless of our extensive experience. In line with our policy to always remain transparent with our customers, the below sections outline our terms and conditions as well as informing our customers of specific garments and fabrics that require a better understanding. If you have any questions or would like further information abut the information written below, we would love for you to reach out to us.
Service Exclusions
Whilst we take every precaution to protect and safely process your items. Due to the unpredictable nature of certain fabrics, dyes and accessories; the following items are only cleaned at an owners risk.
Items void of a care label or cleaning instructions
Leather. Suede and Fur Garments
Items containing leather, suede or fur features (elbow patches, leather collars)
Belts, Buckles, Buttons and Hooks (The following can detach or wear during the cleaning process)
Vintage Garments
Weak and Ageing Fabrics
Re-Cleaning of stained garments (This can cause damage due to further solvent usage)
Other Garments previously agreed to be cleaned with an ‘Owners Risk’.
Loss & Damage
In the unlikely event whereby loss or damage has occured to a garment, the following protocols should be followed.
How to communicate issues?
If you have a question or complaint about the service, please contact us within 48 hours of receiving your garments ensuring the garment has not been worn and in its original packaging. You can reach out to us through our email address: info@londonlaundry.co.uk.
You can also report issues to one of our in-store teams however please note all matters will subsequently be passed onto our head office.
Unfortunately we are unable to process claims 48 hours after collection.
We appreciate that due to an extensive customer base things may go wrong. Your feedback and cooperation is requested in trying to put things right and we aim to do this quickly and efficiently.
Responsibility
In the event whereby damage of loss has been caused due to negligence or ‘foreseeable’ damage, not intercepted by our team; we will of course accept responsibility.
We are unable to accept responsibility however under the following terms:
In the event an item has been cleaned in direct correspondence with the care label issued by the manufacturer.
Damage caused by items left inside garment pockets. E.g pens, tissues, business cards, pins, jewellery etc. We encourage our customers to thoroughly check before dropping in items.
Garments returned after 48 hours of collection, not within original packaging.
Ageing of garment experienced after cleaning a garment for the first time
Damage caused after recleaning a garment
Associated garments, a trousers linked to a suit jacket.
Items with deliberate crinkles, or pleats which are removed during the cleaning process
Garments with previous inherent weaknesses which are exposed after cleaning (old and ageing fabrics). This includes colour loss and shrinkage.
In the case we are responsible for damage, our liability will be limited to the lesser of:
10x the cleaning price paid for the garment.
The depreciated value of the item as determined by the Fair Compensation Guidelines as provided by the Textile Services Association
Our procedures are in line with the Textile Service Association (TSA) industry guidelines for fair compensation. Based on these guidelines, we would potentially compensate you once liability is proved by us, this would be considered once the age, original value and proof of purchase is established. We are unable to replace old with new items and therefore require the age, state and condition of the item(s) prior to any compensation settlement.
