WE SPOIL OUR CUSTOMERS NOT THEIR CLOTHES
At Xcel Dry Cleaners we are determined to provide a service of the highest quality. Every member of staff is well qualified for the field and knows their job very well which enables us to deliver the best level of service.
We want to hear any concerns, complaints, or worries that you have. Please email us and we shall respond usually within 2 hours.
All our standards and policies are set forth by the TSA (Textile Services Association). These policies are standard to all dry-cleaners including retail dry-cleaning stores and we aim to go above and beyond.
Below is a list of questions we are sometimes asked we have tried to cover everything but please call us on 0207 473 2846 and we will be more than happy to answer any questions.
Do you have a re-cleaning Policy?
Although we have quality control where we check each garment before we pack, if we are unable to remove stains we usually inform customers before. If something slips through and you are not completely satisfied with the quality of our dry cleaning, we will re-clean your item free of charge, as long as it’s within 24 hours.
Do you have a loss policy?
We take full responsibility for the clothes from the moment we issue a ticket or pick up from you. Even though we exercise the utmost care, there will be instances where items may get misplaced or lost. Should you have reason to believe that we have lost or misplaced your item. Missing items must be reported to us within 24 hours with descriptions so that we can trace your garment.
In the unlikely event of losing any of your items, Xcel Dry Cleaners’ liability with respect to any lost item shall not exceed ten (10) times our charge for cleaning that garment regardless of brand or condition.
Do you have a safe keeping policy?
We take responsibility to keep your clothes safe for a maximum of 60 days. Should you be unable to pick your clothes within 60 days, due to holiday, illness, etc. please let us know ASAP and we shall arrange to keep your garments safely for an agreed time period. Otherwise, due to storage, we will have to give your clothes to charity.
Do you have a privacy statement?
We respect our customer’s privacy and do not sell any identifiable information regarding our customers to any third party. Any information you give us is held with the utmost care and security, and will not be used in ways to which you have not consented.
Do you have a garment damage policy?
Whilst every care is taken handling your clothes, if you believe that we have damaged your garments in any way please contact as within 24 hours. We will do our best to resolve the situation. We will investigate thoroughly and if we feel that we were negligent we shell pay fair compensation based upon the current value of the garment. This is usually around 6-10 times the cost of the dry cleaning.
Our damage policy is in line with the Office of Fair Trades recommendations.
How should my garments be cleaned?
As we are experts at dealing with all garments that come our way. When they arrive at our premises, your garments are examined carefully and then cleaned under the manufacturer’s instructions. Our cleaning is as gentle and delivers better results than traditional dry cleaning. If there’s any doubt or we can’t find a care label, we will clean at what we call “owner’s risk” (as we can sadly not accept any liability for garments where there are no instructions). If we feel there is really too much of a risk to your garment and we cannot get in touch with you, we will return the item to you uncleaned.
How long does it take for you to clean my items?
We aim to collect your clothes, give them our expert care and attention and deliver them back to you within working 48 hours. There might be some exceptions: In some instances, your preferred delivery slot may not be available. This is mainly because we have already reached full capacity for that time slot, or because we do not visit your area as often as we would like at this moment. We apologise for any inconvenience caused and assure you that we are working very hard to increase our time slot capacity. Some items such as bed linen, curtains, leather, or tailoring may take longer to process as they will be entrusted to various experts. The delivery timing will be provided to you as soon as the respective items have been inspected at our premises. On inspection, we might consider that it will take longer to remove particularly difficult stains or other issues with fabrics. We offer an express service with same-day turnaround* in all our stores however due to logistical constraints this is not available to delivery customers. * additional charges apply
Why can I not select my preferred delivery slot?
In some instances, your preferred delivery slot may not be available. This could be because we have already reached full capacity for that time slot. We apologize for any inconvenience caused and assure you that we are working very hard to increase our time slot capacity. Should you wish to drop us a line and check to see if we accommodate your chosen slot or to see if there is any cancellation please call 020 7473 2846 or email email@example.com
How do I order online?
- Simply click Book Now in the top right-hand corner.
- On the next screen, you will be able to choose a pickup time that we will collect the clothing items from your home/concierge and a dropoff time where we will drop the dry cleaned clothes back to your home/concierge.
- The next screen is where you can choose your items either select the items directly or choose a category and the system will refine the items to help you choose.
- Simply choose the quantity and select add to put the item in your basket.
- When ready click with view basket or the basket in the top right-hand corner of the page you can then check out adding your address and any special requirements.
- Lastly, you can pay using any credit or debit card using our encrypted service with stripe.
- We will then process your order and arrive at your requested time slot ready to pick up your items.
Can I book a regular pickup & delivery?
Yes! If you want to book a regular pickup and delivery slot each week, just give us a call on 020 7473 2846. This saves having to deal with laundry and to re-book on a regular basis, and you can cancel at any time if you don’t need a delivery that week. Although it is currently not possible to book a recurring time slot online, you can call our customer care team and we will gladly set this up.
How do I know when my driver will arrive?
We currently offer 1-hour time slots, which allows for traffic and our logistical requirements, if our driver is later than the chosen time slot we will contact you.
Why do you not cover my area?
We are continually growing and expanding and while we might not currently cover your area. Send a message with your details to firstname.lastname@example.org and as soon as we start to serve your area, we will contact you. You can also try calling our Customer Care team on 020 7473 2846 as they will often be able to arrange a special courier or Uber service for you (delivery fees will apply).
How will I be charged for the order?
We use a highly secure platform to register your credit or debit card and collect payment. After picking up your clothes, our experts will examine them and determine the total amount of your invoice based on the extent of the work that needs to be carried out on each item (much as a till assistant would do in-store). Until then, you can get an estimate of your order according to our price list here. We are unable to be more exact at this stage because some items require more time and specific treatment, and we can’t know the detail of this before we examine your garments. Once this is done, we will send you an email detailing your invoice, item by item, and charge your card on that basis. If you disagree with anything that we have detailed on your invoice, please feel free to call our Customer Care team on 020 7473 2846 or to email email@example.com and we will be happy to look into this for you. Kindly note that we cannot accept cash payment for deliveries.
What does “owner’s risk” mean?
Some fragile or highly sensitive garments inherently have a risk in cleaning, this could be due to fabric, age, colour, pre-existing damage etc. thus meaning there is a risk that they could be damaged in the cleaning process, in this instance we will refrain from cleaning the garment in question. We will make an attempt to contact you and advise you of the potential risks associated with proceeding with the treatment. Note that if you authorise us to proceed, it will imply that you assume full responsibility for any damage to the garments. In certain circumstances, we may still return the garment and advise not to clean it as damage is inevitable.
Can you dry clean wedding dresses and other bespoke items?
We are the experts at cleaning these pieces. Please note that the sooner you bring your dress in after your wedding, the better the results we can achieve, as leaving little time for stains to set helps us to get that better finish. We can also clean other bespoke items – just ask one of your store assistants for a quote, or contact us on 020 7473 2846 or email us firstname.lastname@example.org if you would like more information or to ask for a quote. Kindly note that we assess all those very specific items before cleaning to ensure that we have spotted and highlighted all the potential risks to you before proceeding with the clean.