Care Policy

Last updated 3 June 2026

Your garments are in good hands. This Care Policy explains how we collect, clean, and return your items — and what happens in the rare case something goes wrong. It applies to every order and forms part of our Terms of Service.

1. Our care commitment

We sort by fabric, treat items according to their care labels, and finish each order with attention. By placing an order you entrust your items to us for cleaning and ask us to use professional judgement in their care.

2. Pickup & delivery

• You choose a pickup window when you book. Please have your items ready and someone available to hand them over at the address you provided.
• If we cannot collect or deliver because no one is available or the address is inaccessible, we may need to reschedule; repeated failed attempts may incur a trip fee.
• Delivery windows are estimates and can be affected by traffic, weather, or demand.

3. Counting & itemising your order

When your items reach us, we count and record them and prepare your itemised bill. The item count and services we record at intake are the basis for your order and your final price. If anything looks unusual (for example a pre-existing stain or damage), we will note it and, where needed, contact you.

4. Turnaround

Standard turnaround depends on the service and item type and is shown in the app when you order. Delicate, heavily soiled, or specialty items may take longer. We will keep you updated on your order’s progress.

5. Empty your pockets & remove valuables

Please remove cash, jewellery, watches, electronics, and other valuables before handover, and check pockets. We are not responsible for loss of, or damage caused by, items left in garments (for example a pen, coin, or phone).

6. Special-care & “at-owner’s-risk” items

Some items carry inherent risk in cleaning, even with the greatest care. Please flag anything delicate or valuable when you order. The following are accepted at the owner’s risk:

• Items with no care label, or labelled “do not wash / do not dry clean”.
• Delicate fabrics (silk, suede, leather, embellished or beaded pieces), heirlooms, and couture.
• Items with pre-existing wear, weakness, fading, or damage.
• Colour-bleeding or non-colourfast fabrics.

7. Stains & results

We treat stains using professional methods, but not all stains can be fully removed, and some treatments are limited by the fabric or the age of the stain. Where a stain cannot be safely removed, we will return the item as-is rather than risk damage.

8. Lost or damaged items

We take responsibility for items in our care. In the rare event an item is lost or damaged due to our fault, our liability is up to ten (10) times the cleaning charge paid for the affected item. This reflects standard practice in the garment-care industry and the fact that we are not able to verify the original purchase value of items.

This limit does not apply where liability cannot be limited under applicable law, and it does not affect your mandatory consumer rights.

9. Reporting an issue (claims)

Please inspect your order on delivery. To report a missing or damaged item, contact us within 48 hours of delivery with your order details and, where possible, a photo. This helps us investigate quickly while records are fresh. Claims made after this window may be harder for us to verify.

10. Unclaimed items

If we are unable to deliver an order after reasonable attempts and cannot reach you, we will hold your items for 60 days. After that, uncollected items may be treated as abandoned.

11. Cancellations & refunds

Cancellation is free of charge any time before our driver collects your items. Once your items have been collected and processing has begun, the service is under way and charges apply. If we make a mistake with your order, we will make it right — by re-cleaning, or by a refund or credit as appropriate.

12. Payment

You agree to pay the final billed amount for your order, due as presented at delivery or as otherwise arranged. See our Terms of Service for more on pricing and payment.

13. Contact us

Need help with an order? Email support@ladieslaundry.com or reach us through the app. We are here to help.