Refund & Cancellation Policy

Cancelling an order

• An order can be cancelled at any stage until it's delivered: while it's waiting for pickup, while it's being cleaned, and even while it's out for delivery. A delivered order can't be cancelled.
• You can't cancel from the website yet. To cancel, ask us (see “Contact” below) and the branch will cancel the order for you.
• A branch may also cancel an order it can't fulfil.
• There's no cancellation fee, and nothing is owed on a cancelled order.

What you get back

• Wallet balance. Any wallet balance used on the order is returned to your wallet in full, automatically, the moment the order is cancelled. It goes back to your wallet rather than being paid out as cash, and you can use it on future orders. You'll see the refund under Wallet & Loyalty in your account.
• Coupons. The coupon's use is cancelled, so it no longer counts towards the coupon's usage limits, and you can use it again while it's still valid.
• Loyalty points. Points are earned only when an order is delivered, so a cancelled order doesn't earn any. Points you had already turned into wallet balance and spent on the order come back as wallet balance, as above.
• Cash. Cash is collected when your order is delivered, so a cancelled order normally involves none. If you have already paid cash for an order that then needs to be cancelled, contact us: this isn't handled automatically, and we'll sort it out with you directly.

Damaged, poorly cleaned or missing items

If a garment comes back damaged or not properly cleaned, or something is missing, contact us as soon as you can after delivery. Tell us the order ID (it's on your order page) and, if you can, send photos.

We look into every claim individually. Depending on what happened, the outcome might be re-cleaning, repair or compensation. We can't promise a particular outcome or amount in advance, and some kinds of damage aren't our responsibility; see “Caring for your garments” in our Terms of Service.

Contact