If we find items with significant pre-existing damage, we will hold off and check in with you before proceeding if there is any risk of further damaging the item during the cleaning process.
If the damage is repairable and it was sent in for dry cleaning, launder & press service, our dry-cleaning facility may offer a repair at an additional price; if this happens our cusotmer support team will reach out to you with more information. If the damage is unrepairable and you would like to proceed with the cleaning, we ask that you give us your specific approval to do so.
If we find items that appear stained with ink upon arrival, we will not process those items. Ink can damage our machines by adhering to them and then stain items that go in the machine afterward. Please be mindful of this when adding stained items to your bag. Double check all of your pockets before sending off your bags - an ink pen could be hiding and already doing damage!
I have an item with repairable damage that I'm aware of, can I send this to you?
We can accept repairs for minor issues such as button replacement or tears along a seam. We can't accept any major repairs or any alterations. All repairs must go in the dry clean, launder & press bag as those are the only facilities where repairs are available.
Please contact our customer support team before sending in the items that need repair in your order. This ensures that our dry-cleaning facility is aware of your repair. Sending in an item as is and assuming our team will notice the repair often leads to the repair not happening.
Additionally, do not attach any notes to items that indicate repair or any specialized cleaning. Our clothing processors rarely notice the notes and they will most likely go unread. Please contact customer support instead.
I thought you checked pockets, why do I need to double check as well?
While our clothing care team does check pockets, human error happens. As will all personal items, including ink pens, crayons, and lipstick, we are not responsible for any damage to them or your items as a result of them being there. You checking all pockets, along with our checks, provides more confidence to the process.