SATISFACTION GUARANTEE
Every order backed, every time.
Your clothes come back clean, folded, and ready on time. If they don't, we work tirelessly to make it right. That's the deal.
Because your clothes matter
You trust us with more than laundry. You trust us with your favourite sweater, your kid's outgrown-tomorrow jeans, your New Year's Eve dress. We know how personal this is. Every order we take on gets treated like it matters, because it does.
We talk to you before we act
If your order needs a judgment call (a stain that might not come out, special processing for a heavily soiled load, an item that doesn't belong in the bag) we call you before assuming. You always know what's happening with your clothes.​
Love it, or we'll redo it for free
The actual guarantee, in simple terms:
​
-
If cleaning isn't up to standard, we'll redo it, free.
-
If an item is damaged in our care, tell us and we'll work with you to make it right, whether that's replacement, credit, or something else that fits the circumstances.
-
If an item goes missing, same. We take it seriously and will investigate thoroughly.
​
Notify us within 7 days of delivery or collection, and we'll get things sorted out.​
What we're honest about
Some things happen in laundry that aren't damage, and we won't pretend otherwise:
​
-
Fabrics shrink sometimes. Especially cotton, wool, and anything with elastane. We wash cool and dry gently to minimize this, but the risk lives in the garment, not the wash.
-
We'll let you know up-front if there is inherent risk (e.g. leather piping for a dry clean item, hand-made items, or colourful dyes next to whites). If you accept this risk for the cleaning, there's less we can do if that risk plays out. Delicate items, heavily soiled items, and anything with existing wear or colour instability carry more risk. When we spot elevated risk before we clean, we call you first.
-
Some stains can't come out without damaging the garment. We'll do our best, but we can't promise complete removal for every stain. We're not magicians here.
-
Some items are near the end of their life. If a seam gives out, a hem unravels, or a colour won't hold up, it's often the garment telling you it's done, not the wash telling you we failed. When we notice, we'll flag it.
​
If you're not sure whether something is normal wear or a real issue, ask us. We'd rather look at a photo and talk it through than have you wondering or resentful.
​
Guarantee limits and full detail in our Terms.