Terms & Conditions
Terms & Conditions
If you are not satisfied with the quality of our cleaning/repairs, please contact us within 48 hours. 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.
Alteration & Repairs
Before going ahead with a repair or alteration for which you will be charged, we will check with you to confirm the price.
Missing or damaged buttons will be replaced, if we can find a match. If you have the button, please attach it to the garment and clearly note it on a paper.
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.
Although we are unable to accept responsibility for loss or damage to beads, crystals, sequins, buttons, diamante's, pearls, buckles, metals etc., due to their inherent unsuitability for dry cleaning, we have the skill and experience in identifying the most appropriate cleaning methods for each specific piece having examined it’s decorative components.
This is a design issue rather than a cleaning one - we have to rely to a certain extent on the fact that the dressmaker / manufacturer has attached the beads adequately and has used beads which are suitable for dry cleaning - although we will of course do our best to check and test the components before cleaning.
All such items are cleaned at the owner’s risk, as The Chinese Laundry Co will not take responsibility under any circumstances.
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.
Customers are responsible to mention all the stains when they leave the garments with us. By leaving your stained items with us for cleaning; you confirm that you accept our terms and conditions.
We will only process stained items under owner’s risk, and the results can not be guaranteed. This means, in the event that the chosen method of processing damages your item we will not be held liable, it is entirely at your own risk
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. We may not be able to guarantee the results.
Much as we would dearly love to guarantee to our customers the removal of every mark and stain from every type of material, we are unfortunately unable to do so.
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, shrinkages, change of texture. The use of incorrect adhesives during garment manufacture to secure hems and other parts or linings may result in the adhesive coming to the surface during cleaning, and showing as stains on the surface of the garment and linings and stitches may come apart.
Service Wash & Bulk Dry Cleaning BULK “AS IS” SERVICE
This service does not include pre spotting and pressing. We take care of all of your garment care needs however we take no inventory or check washing label instructions. We are careful with all items but are unable to accept any complaints or claims for colour fastness, shrinkage or missing items. This list is not exhaustive.
Please make sure your Service wash bag contains washable items only.
For Bulk Dry Clean please make sure the bag contains Dry Clean items only.
We have spent many hours and tested a range of different procedures to help ensure that your dry cleaned garments arrive when expected. However, Edinburgh 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 offer 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.
Although we have quality control where we check each garment before we pack, if we are unable to remove stains we usually inform customers before. If something slips through and you are not completely satisfied with the quality of our dry cleaning, we will re-clean your item free of charge, as long as it’s within 24 hours.
Loss and Damage Policy
The Chinese Laundry Co take full responsibility for the cloths from the moment we issue ticket or pick up from you. Even though we exercise utmost care, there will be instances where items may get misplaced or lost, it is costumers responsibility to count and check every single items before leaving the shop.
In the unlikely event of damage please inform us within 24 hours of receiving your garment. If needed, you must return the damaged garment; we investigate and contact you within 48 hours.
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.