100% Satisfaction, no questions asked, money back guarantee
If you are not satisfied with the quality of our cleaning/repairs, please contact us within 3 days. If appropriate we shall reprocess your garment at no extra cost. If you are still not satisfied, we will refund the cost of cleaning/repair.
FREE Minor Repairs
Missing or damaged buttons will be replaced for free, if we can find a match. If you have the button, please attach it to the garment and note it on the Order Form. Examples of minor repairs include a few hem stitches, trouser/skirt belt buckle stitch, minor stitching, secure buttons/hooks, small seam re-stitching, etc.
Repairs & Alteration
Before going ahead with a repair or alteration for which you will be charged, we will check with you to confirm the price.
Care Label Instructions
We exercise great care in processing your articles and use methods best suited to the nature and condition of each article. We clean in accordance with the care label instructions. In the absence of this we will consult you but not be liable in the event that the chosen method damages your clothes.
Despite our intent to identify problem garments in advance, we cannot assume responsibility for inherent weaknesses/ defects in materials that are not apparent prior to cleaning. We are not responsible for sun fading, colour loss due to non fastness, wear and tear and shrinkage.
We aim to remove all stains but in some cases this is not possible. The chances of stain removal are reduced if any non-professional techniques have been applied such as the use of water or soda.
We treat problematic stains with great caution but sometimes to achieve results we need to use harsher techniques and chemicals. Should the need arise we will contact you before going ahead as certain stain removals can only be done at the customers own risk. We may not be able to guarantee the results.
Suede & Leather
Suede & leather garments are examples of materials that have inherent weaknesses or defects in the material. They are subject to natural flaws. We cannot take responsibility for colour imbalance or shrinkages.
Late Delivery- We have spent many hours and tested a range of different procedures to help ensure that your dry cleaned garments arrive when expected. However, London traffic being as it is there might be unusual circumstances which make it impossible to deliver your order during the scheduled day. We will do all that we can to keep you fully informed using email, text messages or telephone. Our policy is that if we cannot deliver on the expected day, it will be delivered immediately the following working day.
If, after placing the order, a customer becomes aware the driver will not be able to collect or deliver to their address at that time due to any circumstances, the customer must inform the company as soon as possible. The company will endeavour to agree another convenient time, but this would be subject to availability by time and date.
If the driver visits the address within the scheduled time and there is no response or is unable to gain access, the customer will be informed. In such circumstances, the company will endeavour to agree another convenient time, but this would be subject to availability by time and date. The company reserves the right to terminate the account of a person or address where this occurs repeatedly.
The company reserves the right to not accept an order or cancel an order if there is reason to suspect staff may be at risk of physical or verbal abuse or if there have been problems of the customer not opening the door to a collection or delivery previously or difficulties of access to the premises.
Where an order requires collection or delivery above the third floor, should there be no access by lift, either permanently or temporarily, the company reserves the right to decline the collection or delivery. The company would want to be helpful in these situations and would request that the customer contact them and make them fully aware of the situation and needs. Where it is possible, practical and not a health or safety issue, the company will endeavour to explore ways to still help the customer but cannot guarantee to be able to do so.
Loss and Damage Policy
In the unlikely event of damage please inform us within 48 hours of receiving your garment. If needed we will pick up your garment, investigate and contact you within 24 hours.
Count discrepancies must be reported within 48 hours of our delivery of your garments. After that we will not assume any responsibility for damaged or missing items. We are not responsible for any loss after delivery to your doorman, concierge or other authorized person. If you are unable to pickup your delivered order within this time period (e.g. vacation, office transfer, etc.) please inform us before delivery in writing by post, email or fax. We will keep it in our factory for an agreed period.
We will investigate any complaint promptly and pay fair compensation for damage or loss due to our negligence. In the event of damage if we determine we are responsible then we will replace the item or offer a service credit agreed by both parties. If it is unclear who is responsible for the damage then we will arrange for an independent analysis by a fabric care research laboratory http://www.satra.co.uk. Restitution will be made based upon the lab’s report.
In the event of loss (unless stated at the time of cleaning that the item is part of a set or valued over £100) we will provide the depreciated fair value of that garment as set out by the Textile Services Association, http://www.tsa-uk.org. The value of the garment depends on the age of the item.
We will insure each Item up to a maximum of:
Where the Item is being dry-cleaned or washed by us under the Services, ten times the charge for the dry-cleaning/washing of such Item as detailed in the Order; and
Where the item is being washed and folded by us under the Services, three times the charge for a wash and fold bag as detailed in our price list.
Extra insurance can be provided on expensive items upon request.
Right to Refuse
St Charles Dry Cleaners reserve the right to refuse our service to any customer.
Vouchers and Offers
All vouchers and offers, whether displayed on the website, advertisement, leaflet or any other means, have no monetary value and cannot be exchanged fully or partly for cash. They can only be redeemed as part or full payment on an order.
If a voucher is for more than the item cost in one order, the balance cannot be carried over to a future order.
Vouchers are for the items specified only, and not exchangeable or transferable for other items or orders.
Vouchers for multiple items are for items placed in the same order, unless otherwise stated.
All offers and vouchers terminate at the end of the calendar year of issue, unless otherwise stated.
St Charles Dry Cleaners reserves the right to change prices at any time and is not responsible for errors on the website related to pricing.
These terms and conditions do not affect your statutory rights as a consumer.
Please send all suggestions and complaints to the Head Office by phone, fax or email and we will act upon it promptly.