Terms and Conditions

In these Terms & Conditions, “we” means The Laundry Lab London Limited and “you” means you – our very important customer.

PAYMENT – We do accept cash and card payments. – All prices are subject to VAT at the current VAT rate. – All prices are from, and subject to change from time to time and may vary due to the texture of the garment, service required, and value of the garment. – Payment needs to be made to us in full before we can release items back to you. – We reserve the right to suspend servicing you indefinitely, and the firm does not need to give any grounds for this suspension. Please note the firm’s decision is final. – Refunds are only authorised on reasonable grounds, and as per T&C’s below. Any refunds will only be directly authorised by head office. Credit card payments can take up to seven days to be processed by the sender bank.

DROPPING OFF ITEMS You will be given a till ticket. Check the ticket order, count, and description together with the annotated state and condition of the items and ticket value. This is final between you and the firm.

If you believe the depreciated value of your garment/item exceeds 10 times our service charge, please declare the value. In such cases, the garment/item will be serviced at 1/10th of the declared value. [This service charge is limited to the lesser of 10 times the cleaning cost or the depreciated value of the item as determined by the Textile Service Association (TSA) fair compensation guidelines as our maximum liability for any claim.]

We will require a completed and signed Customer Consent Form to authorise the processing of any item that we consider a risk. We also request this form for processing curtains, rugs, leather, fur and suede, wedding/beaded/evening dresses, shoes, and other household or non-clothing items. In each case, a non-refundable deposit will be taken. We reserve the right to reschedule take-downs or rehangs in the case of curtains/blinds within 10 working days if we are unable to complete the work on the day. The full service charge needs to be prepaid before the service can take place.

COLLECTING ITEMS Lost tickets will require ID and phone number on The Laundry Lab London Limited account.

Check your order is complete in the shop or on delivery to your home, office, or hotel—no liability for missing items once you leave.

Uncollected items may be disposed of after 90 days. We will not be held liable for any loss that you may suffer in such an event.

For curtain collection and take-downs, we will provide a quotation based on your measurements. Should the measurements differ, we will charge accordingly at the same rate. In the event you request the items back without cleaning, a minimum collection and delivery charge of £150 will be levied. If multiple curtains and/or a takedown has been requested, then the carriage will be worked on the weight of curtains, and labour will be charged at £115 per hour.

Should your curtains or rug(s) be in storage for more than two weeks after the service has been completed, we reserve the right to charge a minimum of £150 per week per item to keep them in storage.

GENERAL EXCLUSIONS Unfortunately, we cannot be liable for:

(a) Any item which suffers colour loss/colour run/shrinkage/texture change, additional staining, or any damage during the cleaning process, whereby the manufacturer’s care label instructions have been adhered to, and/or where we have tested the textile prior to cleaning (due to no care label), and it consequently fails during any cleaning method employed by us.

(b) Any shirt processed by us (cleaned, laundered, or pressed only) that gets ripped or damaged, shrunk, experiences colour loss/change, or suffers button or attachment loss following our shirt cleaning procedures.

(c) Any accessory attached to or contained within any item, including but not limited to belts, buckles, buttons, brooches, beading, painted logos, leather trims, furs, zips, detachable hoods, collars, and inner linings lost and damaged during processing.

(d) Any item which is damaged by any accessory on that item, e.g., zips, belts, buttons, beading, brooches, leather strips, and patches during the cleaning process. This is not an exhaustive list.

(e) Any ink marks/colour run left behind by our labelling system, or third-party colour runs from any other garments in the cleaning cycle.

(f) Any household items (duvets, bedspreads, cushion/sofa/upholstery covers, rugs, curtains) that demonstrate up to 25% shrinkage and fabric texture change, including but not limited to leather and suede items that shrink or lose colour.

(g) Leather, suede, fur, wedding dresses, and shoes, as they are cleaned at customer risk, and we do not take responsibility for any damage, shrinkage, colour loss, or texture changes that may occur.

CUSTOMER SERVICE In the unlikely event you are not satisfied, please return the item to the branch with the receipt, ensuring it is returned unworn/unused with the original packaging and original ticket. You will receive a Customer Service Form that must be fully completed by an account holder with the relevant receipt. The service for the affected item(s) must have been paid for in advance in order for us to proceed with the complaint. Failure to do so will invalidate any potential complaint.

Please notify us of any such complaints within 48 hours from collecting your item. After those 48 hours, we will not be responsible for any such claims. For missing or lost items, we have 14 working days to search our depots and return the item.

Under the Consumer Rights Act 2015, the service provider has the statutory right to be given an opportunity to rectify any issues before any complaint can progress.

We will not be held liable where the customer service process is not followed, and the garment is not made available for inspection within 7 days of raising a complaint. In such circumstances, we will not be able to progress with your complaint.

COLLECTION AND DELIVERY – We endeavour to deliver your items when expected, but circumstances may arise which make it impossible to deliver at the originally booked time. In these cases, we will inform you and reschedule the delivery. – If there is no response or we are unable to gain access to your property at the scheduled time, we will contact you to rearrange your delivery. We reserve the right to cancel an order or terminate your account if this occurs repeatedly. – If we have attempted to deliver twice and you have not been in, a £30.00 surcharge will apply for a third delivery attempt. – We will charge you the Congestion Charge (CC)