What If Something Is Lost or Damaged?
What If Something Is Lost or Damaged?
We take great care with every garment. Incidents are rare. If something does go wrong, we take it seriously.
Our intake process:
Every order is counted and listed when it arrives at our shop. We record item types and any existing damage (pre-existing stains, missing buttons). We know what came in and what should come out.
If something is missing:
Contact us immediately via WhatsApp. Include your name, order date, and a description of the item. We check our inventory records and investigate within 24 hours.
Important: Complaints must be raised within 24 hours of laundry being returned. Claims beyond 24 hours will not be considered.
If something is damaged:
Contact us via WhatsApp as soon as you notice. Share a photo if possible. We review the intake record and assess whether the damage occurred in our care.
If we caused it, we resolve it. Either replacement value (at cost) or a service credit toward a future order. Each case handled on its merits.
What we can't compensate for:
Damage caused by care label non-compliance (an item labelled "dry clean only" that was washed in water). Or pre-existing damage not noted on intake.
This is why our intake process matters. It protects both you and us.
Chat with us on WhatsApp immediately if you have a concern.