If we’re unable to clean your item, you’ll receive an amended order update via email. We’ll put a small tag on the uncleaned item to explain why we were unable to clean.
Reasons for not cleaning
In rare cares, an item provided without a care label can leave us unsure on the exact fabric it’s made of, and although we can clean according to our best judgement, there’s an increased risk due to this missing information.
We’re also aware some items are received with pre-existing damage, which we’ll note straight away in our system. Cleaning these items can accentuate that damage, so we’ll usually return these back to you.
If you’re happy for us to clean an item without its care label, or if it has pre-existing damage, you can leave a note in ‘instructions’ when ordering; however, you will be waiving liability in the very rare instance of any/further damage. If any damage does occur, you’ll be contacted by our customer care team.