Help
FAQ & policies
The service
How does the studio collection work?
Book online, choose a collection day (Tuesday or Friday) and a time slot, then bring your bag to the collection point at Warner Bros. Studios Leavesden. We take it to our Watford shop, clean it, and bring it back on your return day.
What's the difference between a Quick order and an Itemised order?
A Quick order is a flat rate per load, ideal for everyday wear: a 6kg wash & fold bag, or shirt bundles. No need to list every item. An Itemised order is priced per garment and suits dry cleaning, suits, dresses, bedding and alterations. You can add special care notes to either.
How do I pay?
Pay on delivery: you pay when your clean laundry is returned to you. Online card payment is coming soon. Every order has a fixed £5 booking fee, which is shown before you confirm.
What if my Quick order weighs more than 6kg?
We weigh every bag at the shop. Each kilo over 6kg is charged at the additional kg rate, and we'll email you the updated total before your return day.
Can I change or cancel my booking?
Yes. You can cancel from your account until the evening before your collection day. After that, call or WhatsApp us and we'll do our best to help.
Our policies
How long does it take to clean my items?
We aim to collect, clean and return within about 48 working hours, so a Tuesday collection usually comes back on Friday, and Friday comes back on Tuesday. Bed linen, curtains, leather and tailoring may take longer; we'll tell you the timing once we've inspected them.
Do you have a re-cleaning policy?
We check every garment before we pack it, and if a stain won't come out we usually let you know first. If something slips through and you're not completely happy, we'll re-clean it free of charge as long as you tell us within 24 hours.
How should my garments be cleaned?
Every garment is examined on arrival and cleaned following the manufacturer's care label. If there's no care label, we clean at the owner's risk. If we feel the risk to a garment is too high and can't reach you, we return it uncleaned.
Do you have a garment damage policy?
Every care is taken. If you believe we've damaged a garment, contact us within 24 hours. We'll investigate thoroughly and, if we were negligent, pay fair compensation based on the garment's current value, usually 6 to 10 times the cleaning cost, in line with the Office of Fair Trading's recommendations.
Do you have a loss policy?
We take full responsibility for your clothes from the moment we collect them. Missing items must be reported within 24 hours with a description so we can trace them. Our liability for a lost item is limited to ten times our charge for cleaning it, regardless of brand or condition.
Do you have a safe-keeping policy?
We keep your clothes safe for up to 60 days. If you can't collect within that time because of holiday, illness or a shoot schedule, let us know and we'll agree a longer period. Otherwise items left over 60 days may be given to charity.
What isn't covered?
We're not liable for damage to buttons, buckles, zips, beads or old curtain linings, and we can't guarantee that every reported stain will come out.
Still have a question? Contact us.