By using our services you agree to be bound by the following terms and conditions which may change from time to time without notice. It does not affect your statutory rights.
As part of our transparency policy here are our key Terms & Conditions:
|Maximum liability in case of damage or loss||10 x item cleaning price|
|Missing, unreadable or removed care labels||At owner’s risk only|
|Timeframe for complaint / return||24 hours|
|Timeframe to report missing garment||24 hours|
|Re-cleaning, Re-pressing||Free of charge|
|Minimum charge for free collection & delivery (otherwise £5 charge)||£25|
What makes us stand out is that we do not use perchlorethylene, the toxic solvent historically used by dry cleaners to clean delicate clothes.
Instead we use a proven process called wetcleaning, based on water, biodegradable detergents and very specific cycles in very sophisticated cycles.
By trusting us with your items you recognise that we will not be using perchlorethylene (“dry cleaning”) to clean your clothes (as might be indicated on the care label), and that we will be using our wetcleaning technology for delicate garments.
1.1 Prices and VAT
All quoted prices are inclusive of the value added tax at the prevailing rate (currently 20%) and are subject to change without notice.
Our prevailing price list is shown on our website. Note that supplements apply for example for specific items (e.g. designer or luxury labels), items with delicate features (e.g. leather patches, beads) or for express turnaround.
All prices indicated on our website or paper price lists for all our activities are indicative, and might vary based on the specificities of the item (e.g. delicateness, brand, fabric, colour). The final price will be confirmed in store after inspection of the garment and determination of the complexity of the work.
1.2 Payment terms
All invoices must be paid ideally at drop-off, and at the latest at the time of collection of garments or prior to delivery.We reserve the right to retain your goods until payment in full is received. We unfortunately do not currently accept cheque payments. Due to recent cases of fake £50 notes, we have also had to stop accepting £50 notes.
For delivery clients, payment must be made via credit/debit card prior to the items being delivered (we are not able to accept cash payment for deliveries). We will ask you to register your credit/debit card details in our system (encrypted), so we can apply payment at each collection.
1.3 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. Different offers cannot be cumulated.
All promotions including our 50% launch offer for first time clients during store opening period only apply to clothes cleaning and, unless specifically otherwise mentioned, do not apply to leather, fur, shoes, handbags, alteration services, products sold in store or on blancchome.com.
New store launch offer applies to one by family only, for a maximum of 1 month (unless otherwise specified) post opening of the store, and for a maximum bill of £50 (i.e. maximum discount of £25).
1.4 Drop-off and collection
It is important that you check your garments on collection as we will only accept responsibility for garments up to twenty four (24) hours from collection.
In the event that garments are not collected within hundred (100) days, we reserve the right to dispose of them by giving them to charities as we see fit and shall not be held liable for any loss that you may suffer in such an event. We will of course try to contact you before disposing of your items, but cannot guarantee it.
1.6 Timeliness of processing
Whilst we shall make every possible effort to process garments within the prescribed time-frame we shall not be liable for delays and shall be able to extend our usual turnaround time if required by volumes and capacity.
Time and dates of delivery are estimates, do not form a contract, and may vary due to volume, breakdown and other external influences.
2.1 Challenging garments
We will apply our best endeavours to adapt our cleaning method to your garments and to identify those garments which could prove challenging in advance. If however we believe that the fragility of the garments (fabric, age, colour, pre-existing damage etc.) means that there is a risk that the garment could be damaged in the cleaning process, we shall refrain from cleaning the garment in question.
We will make an attempt to contact you and advise you of the potential risks associated with proceeding with the treatment.
If you authorise us to proceed (“at owner’s risk” or “at customer’s risk”), it will imply that you assume full responsibility for any damage to the garments, and that we will not be held liable for any damage caused.
More generally, we cannot accept any liability for garments that have missing, unreadable or removed care labels. Dropping off an item with missing, unreadable or removed care label implies acceptance to clean “at owner’s risk”.
If we are unable to contact you, or to obtain your consent, we will return the garment to you untreated. If we believe that the risk associated with the treatment is too high for the item, or that it could cause a risk to our machines or other items, we reserve the right to refuse any item.
While most garments will always remain on our premises, some will be sent out to third parties from time to time for additional care, such as for example household items, leathers, bedlinen, alterations, dyeing, specialist care etc, or in periods where we are very busy. We will use our discretion and maintain full control and responsibility for any garments during movement.
Whilst we will always try to use the greenest technology possible, note that for specific garments or items specifically stained, we reserve to right to ask a subcontractor to use a different cleaning technology, including solvents, if we believe that the result would be better.
All leather and fur items are treated entirely at customer risk. Worn/old skin may become damaged during the cleaning process.
The above clause also applies to tailoring, mutatis mutandis (bearing in mind that the compensation policy multiple should apply to only the tailoring if it is a tailoring issue, and vice versa). It also applies to the whole or specific parts of items.
2.2 Re-cleaning policy
We inspect every garment before returning them to you to ensure that they meet our strict quality standards. It should be noted however, that we do not guarantee the removal of any stains. Removal is often made easier if the stain is identified at the time of leaving the garment, and our ability to remove it will depend on several factors (including but not limited to age of the stain, composition, previous attempts to clean, nature of the fabric and dye). It is important that you tell us if there are unusual stains and any information which could help us remove them as we can treat them before cleaning your garment.
We will make every attempt to remove stains without damage to your garment. An extra charge may apply where garments need extra treatment. However, as stated above, we cannot guarantee that a stain will be removed and when the removal of a stain is identified as posing a risk to the items, then the process outlined in paragraph 2.1 above will apply. In any case the cleaning charge will apply regardless of the result.
If you are not 100% satisfied with the quality of our cleaning, we will re-clean and/or re-press your item free of charge if we are notified in the standard period specified above. The item will need to be unworn, returned in the original packaging and with the tags attached to the garment. If we suspect that the item has been worn, we reserve the right to refuse to re-clean or re-press.
If an item is recleaned because a stain has not been removed in the first clean, the reclean will be done at owner’s risks as we will have to use a stronger method to try and remove further, which cold result in discolouration.
2.3 Damage to garments
In the unlikely event of damage please inform us within twenty four (24) hours of receiving your garment.
We exercise utmost care in cleaning and processing garments entrusted to us and use such processes which, in our opinion, are best suited to the nature and conditions of each individual garment. Nevertheless, we cannot assume responsibility for inherent weaknesses or defects in materials (such as for example sun fading on curtains or colour runs below armpits due to deodorant) which may result in tears or the development of small holes or stains in fabric that are not readily apparent prior to processing.
We cannot guarantee against colour loss, colour bleeding, and shrinkage; or against damage to weak and tender fabrics.
Our liability with respect to any lost or damaged to garments caused by us shall not exceed the lesser of (10) times our charge for cleaning that garment or the depreciated value of the item as determined by the Textile Service Association (TSA) fair compensation guidelines, regardless of brand or condition. No claims for damages will be recognised unless you advise us of same within the period specified above, unless specified and mutually agreed in writing between the parties.
We will investigate any complaint promptly and pay fair compensation for damage or loss due to our negligence as outlined above. In the event of damage if we determine we are responsible then we will seek to offer a cleaning credit in an amount agreed by both parties. If it is unclear who is responsible for the damage then we could arrange for an independent analysis by a fabric care research laboratory (for example http://www.satra.co.uk ). Restitution will be made based upon the lab’s report.
Given the delicate nature of leathers, suedes and furs, all leather, suede and leather garments or accessories (including handbags, shoes) are cleaned entirely at your own risk, and we do not accept any responsibility or liability for any damage or fading as a result of the cleaning process. A full version of our disclaimer is available in shop, and dropping off such items implies abiding to these terms.
Any complaints or potential claims must be returned unworn or unused with the original packaging that the item was collected in. Failure to do so will invalidate any potential complaint/claim.
Whilst we make every effort to take the best care of anything left on our premises, we do not accept any claim with regards to lost belts, buckles, buttons, hoods.
In the case of a complaint, and where the Company has tried to contact the customer to solve the situation, the complaint will be deemed void if left unanswered by the customer for a period of 2 month.
In the event that any garment / item is lost / damaged by us and is part of a set (for example a two piece suit / furnishings / curtains / upholstery / laundry), we will only take into consideration in the damage assessment the lost / damaged item that is documented on the customers ticket. We will not compensate for retrospective value of set loss / damage.
2.4 Loss of garments
We exercise utmost care in processing garments received to avoid misplacement or loss of items. However, there could be instances where items may get misplaced or lost. As such, we ask that you advise us of any discrepancy within twenty four (24) hours of picking up your garments so that we may investigate the matter and make a determination. Our liability with respect to any lost item shall not exceed the lesser of (10) times our charge for cleaning that garment or the depreciated value of the item as determined by the Textile Service Association (TSA) fair compensation guidelines, regardless of brand or condition, unless agreed otherwise at drop-off.
Before going ahead with a repair or alteration for which you will be charged, we will check with you to confirm the price. The same terms described for cleaning apply to tailoring, including regarding maximum liability. If there is a complaint due to alteration, then the 10x liability cap would be based
2.6 Tagging /labelling
In order to identify bedlinen safely in the process of cleaning our bedlinen partner labels them with small stickers called “polymarks”, applied on the inside (or at the back) of the bedlinen. These tags can be removed but may leave some faint small marks on the inside or back of the linen and we cannot accept any liability for these – they are an industry wide way to identify linen.
Similarly we may apply a small barcode label to your clothes in order to ensure we can safely identify them at all times through our cleaning and finishing process. These labels are permanent and we will endeavour to place them in the least visible places on your garments at all times. By using our services you agree to us placing barcode label on your items, which may not be removeable.
3.1 Garments care
Count discrepancies must be reported within twenty four (24) 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.
3.2 Late deliveries
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 slot. We will do everything 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 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.
3.3 Failure to receive
For selected areas, we offer a free collection and delivery service for orders above £25. Should the order be lower than £25, then a fee of £5 will be charged.
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 redelivery will be charged £5 .
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 for previous delivery or difficulties to access 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 being able to do so.
4.1 Personal items
Please check all of your garments for money, jewellery or other valuables prior to depositing them with us. If we find any valuables in your garments, we will make every effort to return them to you but we cannot be held liable for the loss of any such articles that are left in garments or garment bags or remitted to us.
We will use your customer information in the regular course of providing services to you and to provide you with general information on our Company. We respect your privacy and warrant that any information you give us will be held with the utmost care and security, and will not be used in ways to which you have not consented. Providing us with correct and up to date personal information allows us to better serve you by (1) contacting you about any issues which may arise during the handling of your garments; (2) mailing to you special promotional materials; and (3) processing your credit card payments.
4.3 Right to decline service
We reserve the right to decline services to any customer including but not limited to circumstances of actual or implied physical or verbal abuse towards our company or our employees, if we assess that the result will not be satisfactory, that the risk is too high for the item or for our equipment, or if the garment does not have a care label.
These terms and conditions are governed by the laws of England and will be interpreted in accordance with the English courts. The English courts shall have exclusive jurisdiction to settle any claim or dispute which might arise out of or in connection with these terms and conditions.
4.5 Suggestions and complaints
Please send all suggestions and complaints to the head office by phone on 0207 221 7575, or email email@example.com and we will endeavor to act upon them promptly.