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Policy

Damage & Loss Policy

We handle clothes carefully and inspect every order twice, but things can go wrong. This policy sets out what happens when they do, without hiding behind vague wording.

Last updated
16 September 2026
Status
Draft — not yet in force
Applies to
All orders

This policy is in draft. It sets out the terms we intend to operate under, and is being finalised. If anything here affects a decision you are about to make, ask us first and we will confirm it in writing.

1. Before cleaning

Items are inspected at collection and again at our facility. Existing damage, weak seams, loose embellishment and missing buttons are recorded and shared with you before cleaning begins. Where we believe an item is at risk, we will ask you whether to proceed.

2. Reporting damage or loss

  • Contact us within 48 hours of delivery, on WhatsApp or through any of the channels on our Contact page.
  • Share your order reference, photographs and a description of the issue.
  • Keep the item unwashed and unworn while the claim is being assessed.

3. How a claim is assessed

  • We check the item against our pre-cleaning inspection record and tagging log.
  • We establish whether the damage was caused by our process or by the age, condition or construction of the garment.
  • We come back to you with our finding and what we propose to do about it.
  • Assessment is normally completed within a few working days, and we keep you updated while it is in progress.

4. Compensation

Where we are responsible, compensation is calculated on the depreciated value of the item rather than its original purchase price, in line with standard textile-care practice, and is capped. We confirm the basis and the cap with you in writing when a claim is opened.

5. Missing items

Every item is tagged to its order, so a missing item is first traced through the tagging log. If it cannot be located, the claim is treated as a loss and settled under the compensation basis above.

6. What is not covered

  • Damage arising from a defect in the garment or from normal wear and age.
  • Damage from a stain treatment you asked for against our written advice.
  • Items where the care label was missing, unreadable or incorrect.
  • Items left in pockets.
  • Colour loss or bleeding where the dye was already unstable and this was flagged to you.
  • Claims raised more than 48 hours after delivery.

Draft notice

This document is a draft awaiting final review and approval. Where it refers to a charge or a period without naming a figure, that figure has not been fixed yet and will always be confirmed with you before it applies.

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