OUR CUSTOMERS' MOST COMMON INQUIRIES
Why were some of my garments laundered/handwashed instead of drycleaned?
Our policy is to observe the garment care label instructions on an item. Not all clothing should be drycleaned, including but not limited to screen-printed shirts, sequins/beadwork, plastic or certain other synthetics, and some activewear. We are willing to apply drycleaning techniques to washable items upon request but, in some instances, may ask you to sign a liability release prior to doing so.
Why didn't the spot on my garment come out?
Our professional drycleaning staff take meticulous care when treating spots. They work delicately to avoid removing color or damaging the fabric they are handling. If a point has been reached where there is a risk that further treatment may cause harm to the garment, they will cease treatment and attach a "sorry, we tried our best" tag.
The collar/cuffs/elbows on my shirt are starting to weaken/thin/fray. Did your cleaning process cause the damage?
It is normal for these areas on a shirt to break down over time due to wear. Continuous rubbing is the likely culprit. In addition to shirts, we encounter creases in coats, elastic waistbands that have worn out, and wear in other places on a garment where stretching or friction is common and repetitive.
Why aren't you responsible for the condition of beadwork, sequins, decorative trim, or buttons?
We take care to observe the cleaning directions on a garment's care label which, in most cases, includes the embellishments if they were applied by the original manufacturer. It is possible an embellishment was not added by the garment's original manufacturer; thus, the care label may not include directions for cleaning that part of the garment. In those cases, our cleaning professionals apply their years of experience to determine a cleaning method that will best protect the integrity of the garment and its decoration.
It is important to note that many decorative embellishments are less durable than most other components of an item. It is not uncommon for us to ask our customers to sign a liability release for items that have such embellishments, including certain types of buttons.
In the event an embellishment is affected while the item is in our possession, we are willing to attempt a repair/replacement of that embellishment if we believe we can be successful.
The elastic waistband on my pants isn't elastic anymore. Did your cleaning process damage it?
Our drycleaning or laundry processes, in all likelihood, did not damage the elastic. We clean items that have elastic parts all the time and there is very little risk in doing so. Elastic, however, degrades over time and loss of stretch can happen as a result of normal wear, extreme changes in temperature, or improper storage.
While it is possible an elastic waist finally gives out during cleaning, it is not a result of the cleaning process.
Why didn't the coupon/coupon code apply to my account/my order?
Many of our coupons are custom-coded based on your order history and will only be valid on your customer account. They may be programmed to expire after a period of time and may only apply to specific, eligible items. If a coupon does not apply, it may have already been used, may not apply to the item your brought in, or may have expired.