The Eco Laundry Company Store Policy
We take every precaution to ensure that the very best care is taken throughout the process. We do this by selecting only the most gentle, non-toxic, phosphate free detergents and utilizing the very best organic dry cleaning process available in the market today.
But cleaning clothes is a tricky business. Fabrics can be temperamental, metal zips, buckles, beads and other bits of hardware on garments can get into trouble, colors can be sensitive and new garments can react badly to being tumble-dried depending on the way they were manufactured. These are just a few of the potential hazards.
Honesty and integrity are values we hold above all others at The Eco Laundry Company and we hope we prove that to you everyday. But in the spirit of honesty and clarity we feel that it is extremely important that we lay out our store policies, which are put into place so that everyone is aware what terms they are agreeing to when they leave items to be cleaned in any of our stores.
Loss or damage
At The Eco Laundry Company we go to great lengths to ensure that your garments are treated with the very highest level of attention to detail and care. However, in extremely rare instances a garment may be misplaced, lost or damaged in the cleaning process. In this unlikely scenario, if the mishap is our fault, the following outlines our policies for making a claim.
In the event that a garment has been lost or damaged our liability will not exceed the equivalent value of twenty (20) times the cost of cleaning the item, regardless of brand or cost of the garment. Industry standard in the United States in usually up to ten (10) times the cost of the ticket for the specific item but we understand how unpleasant these moments can be and we want to do our part to contribute to a more agreeable solution. All claims must be made within 72 hours and must be accompanied by the ticket.
Wool & Cashmere
Garments made from wool, wool-blends, Cashmere and cashmere blends are very delicate and can be unpredictable in the washing process. Whilst it is not uncommon for some wool or cashmere blends to machine washable, we only recommend dry cleaning for these types of garments. We will not accept responsibility for any damage or shrinkage of any item made from such fibers, which are sent to us for regular wash and fold service.
At The Eco Laundry Company we use cold water to wash as a standard wherever possible and dry on the lowest heat setting. We will use warm water if instructed by the customer and hot water only when instructed and when it is absolutely necessary. We generally use cold water both because it is the gentlest treatment possible for your garments and colors and equally importantly because it means a huge reduction in our footprint, which helps us towards our sustainability goals. We also use the most non-abrasive, chemical free products available today. With this in mind, as there is physically nothing more that we can do to protect your garments in the washing process The Eco Laundry Company will not accept any responsibility for any item that may in any way become compromised during the cleaning process.
If a garment is new and being washed for the first time there is a risk that some shrinkage may occur or that colors may run. We will not accept responsibility for shrinkage to any garment during the drying process or damage due to bleeding of color of any garment during the wash cycle.
If you feel that a garment is at risk of damage during the normal cleaning process, we will be very happy to hand wash it for you at your cost and dry the garment by air. Whilst this is the safest way for a delicate garment to be cleaned and we will of course take EVERY caution to ensure its safety, we must be clear that we cannot take responsibility for items left hanging in our stores. Due to space restrictions, we will not accept more than four hang-dry items per order. Items to be hang-dried must be separated and clearly marked in writing, or will otherwise be handled as standard laundry.
The Eco Laundry Company will not accept responsibility for sorting through items that are to be washed and items that are to be dry-cleaned. Items that are to be dry-cleaned must be put in a separate bag within your laundry bag and that separate bag must be clearly marked in writing instructing our staff that said items are for dry-cleaning. The Eco Laundry Company will assume that any item not clearly marked in writing is to be washed.
The Eco Laundry Company will not accept responsibility for loss of color, shrinkage or damage to items which are vintage or purposefully distressed (i.e. jeans or shirts that are designed to appear vintage) We wish to advise that items that have been treated to appear vintage are highly likely to perform badly in the washing and drying process over a period of time much shorter than sturdily made garments.
Unless the customer itemizes every single piece in writing in their laundry bag, The Eco Laundry Company does not accept responsibility for claims on missing items. If the customer has provided a detailed list of the items in their bag and an item does go missing through our error, then our liability is capped at ten (10) times the value of the wash & fold portion of the ticket.
In rare instances, it is possible that an item may become misplaced or lost. In the event that a customer should wish to make a claim for a missing item, the customer must present the original itemized list, which accompanied the bag, along with the ticket within 48 hours.