Wedding Dress Cleaning Laundry UK specializes in meticulous cleaning and treatment services for wedding gowns. While we strive for exceptional results, some stains may not be fully removable without risking fabric damage.

Cleaning Recommendations

• Pre-Wedding Clean: We recommend cleaning before any alterations to minimize potential fabric changes. Although rare, certain fabrics may experience minor ‘relaxation’ post-cleaning.

• Gown Condition: We cannot guarantee a 'brand new' appearance, especially for pre-loved or ex-sample gowns. However, our goal is to deliver a clean, fresh, and rejuvenated gown after every service.

Risks and Limitations

• Cleaning Risks: Despite precautions, inherent risks exist in cleaning delicate fabrics. Weak threads may break during processing, and existing pulls, catches, or abrasions may worsen, potentially resulting in holes, especially in fragile areas.

• Damage Causes: Damage from insects, acid, grit, dust, or grease can weaken fabric, leading to unforeseen holes post-cleaning, not attributable to our processes.

• Bead and Trim Damage: While we take every precaution to protect gown embellishments, contact between gown parts during cleaning may occasionally cause loss or damage to beads or trims. We endeavor to replace any such items if damaged.

• Glued Detail: We do not assume responsibility for details fixed with soluble glue, as these may come loose during cleaning.

Photos and Inspection

• Photo Policy: Due to variations in lighting and perceptions of marks, we do not provide post-cleaning photos. If dissatisfied upon receipt, we offer a re-cleaning option, though this carries inherent risks and is at your discretion.

Hangers and Packaging

• Hanger Policy: Special or personalized hangers are non-returnable. Please use a disposable hanger or opt for no hanger at all.

• Packaging Requirements: Your gown must be securely packaged in a cardboard box sealed with suitable tape, with our address label affixed outside. Failure to comply nullifies transit insurance coverage. Note that boxes sent to us are not returnable.

Collection and Delivery

• Collection: Cancellation of collection on the scheduled day will incur a £10 administration charge. If no one response, after finished cleaning, the customer agrees and consents to disposal of the customer's garment items if not retrieved within 6 months, and incur monthly storage fee after 2 week free storage.

• Delivery: Once your gown is ready for return, we will contact you to arrange a suitable delivery date. Please confirm delivery details within 2 weeks of initial contact to avoid potential storage surcharges.

Insurance, Damage, Loss, and Compensation

• Transit Insurance Coverage: Your gown is insured for its purchase value from the moment it leaves your possession until safely returned, provided it is packaged as instructed. The maximum insurance coverage is up to £2,500 by Royal Mail Special Delivery. For details, refer to Royal Mail's compensation policy here.

• Damage During Cleaning: Gowns are not insured against damage incurred during the cleaning process itself. However, we commit to fabric replacement for damages directly from our procedures, excluding losses due to glued details or weak threads. Repairment from our team, processing time is up to 1 year. Our workshop excels in creating bespoke wedding dresses and specializes in intricate dressmaking. In the unlikely event of damage, we can compensate fabric replacement by our team, covering labor costs and basic wedding dress materials. While we strive to find a closely matching fabric, an exact match, especially for unique lace patterns, cannot be guaranteed. However, you have the option to provide your own specific fabric if preferred. 

• Compensation Guidelines: If dress is lost or cannot be repaired, in the rare event of a problem necessitating a claim, compensation is subject to industry guidelines and valuation principles set by the Textile Services Association. Compensation for any damage or loss payouts are subject to the Fair Compensation Guidelines, not exceeding 50% of the purchasing price. The valuation depends on the condition and depreciation of the second-hand dress, with a processing period of up to 120 working days. Gift cards may be issued as compensation instead of a cash refund.

Customer Responsibilities

• Accurate Information: Please ensure the accurate declaration of your gown’s value when booking our services. Proof of purchase must accompany all claims for compensation.

Complaints Procedure

• Contact Us: In the event of any concerns or complaints, please contact us promptly at Customer Service within 24 hours of receiving your gown.