A

Can I add extra items to my order when you collect?

Yes, absolutely – just give any extra items to your Dry Clean to You Agent.
Please note that we cannot add shoe repairs or shoe shining items to your order in this way. Shoe-related items must be ordered specifically, through the app or online.

How long does cleaning take?

We aim to collect your clothes, clean them to a professional standard and get them back to you all within 48 hours. If you’d prefer we went a little slower then that’s not a problem – just let us know when you want your clothes back.
Some items can take a little longer than 48 hours, however. We currently aim to collect, complete and deliver all shoe repairs and shoe shine orders within 72 hours. If your order contains any shoe-related items then cleaning for all items will take 72 hours to complete.

I’m not sure how my items should be cleaned. What should I do?

Don’t worry, we’re experts at dealing with this situation!
We’ll always do our best to make sure your clothes are handled correctly and with the utmost care. If there’s any doubt or we can’t find a care label, we’ll return the item to you uncleaned so there’s no possibility of damage to your items.

What should I prepare for the first pickup?

Just have your clothes ready! Your Dry Clean to You Agent will bring a Dry Clean to You bag to place your loose clothes in, so it helps to have them all together.
If you’re ordering a Wash, Tumble Dry & Fold then your Dry Clean to You Agent will leave you with a reusable bag upon delivery, so you can collect clothes together for future orders.

Which items should be dry cleaned and which should be laundered?

Don’t worry if you’re unsure how your clothes should be treated — we’ll check the label for you and take care of everything.
Please note that we cannot check care labels of items in Wash, Tumble Dry & Fold orders, so please separate dry clean and laundered items if needed.

B

Can you remove all stains?

Our teams use the very highest quality equipment and industry-leading stain removal products available – but some stains can stump even us.
We’ll always try our best and we offer a free re-clean if you’re ever dissatisfied with the quality we provide, but unfortunately we cannot guarantee to remove all stains.

What if my clothes are damaged?

Your clothes are in safe hands and incidents of damage are extremely rare – but we understand it’s a natural point of concern. That’s why we’re fully insured!
In the (very, very) rare event your item is damaged, we’ll reimburse you in accordance with our compensation policy. Please refer to the T&Cs for more details.

C

Are there any clothes you cannot clean in a Wash, Tumble Dry & Fold?

Please don’t add silk, leather, fur, velvet or cashmere or any dry clean only items to your Wash, Tumble Dry & Fold order as they aren’t typically suitable for machine washing or tumble drying.
Bedding and towelling should also be removed and ordered separately, as such large items can prevent a good quality of cleaning.

Do I need to sort my clothes into colours and whites?

Don’t worry about sorting clothes – we’ll do that for you. All you need to do is make sure you don’t include dry clean items with a Wash, Tumble Dry & Fold order.

Do I need to weigh my Wash, Tumble Dry & Fold bag?

There’s no need to weigh your bag, no. Your Dry Clean to You Agent can often do this for you at your door and all Wash, Tumble Dry & Fold orders are weighed when they reach the facility. You’ll receive a confirmation email afterwards to let you know the final weight.

Do you dry my clothes?

Yes, all clothes in a Wash, Tumble Dry & Fold order are tumble dried at a medium heat. Please make sure your clothes are tumble dry friendly!

D

Can I cancel my order?

Yes, you can cancel the order within the app up to 4 hours before the scheduled pickup slot. If your pickup slot is within the next four hours then please contact Customer Care via admin@drycleantoyou.com.au. Cancelling your order less than four hours before a scheduled collection or failing to be present will incur an $10.00 additional charge for the privilege.

Can I give you back my hangers from a previous order?

Yes, of course! Please just hand them over to your Dry Clean to You Agent on your next collection and we’ll recycle them for you.

Can I reschedule a collection or delivery?

Yes, you can change the collection or delivery time within the app or by contacting Customer Care at admin@drycleantoyou.com.au.
Please note there is a cancellation fee of £5 for any collection which is cancelled or rescheduled at less than four hours’ notice.

Can I schedule pickup and delivery at different locations?

Not at the moment. Currently pickup and delivery needs to be at the same location, but we’ll add multi-location orders very soon.

How long does it take for you to clean my clothes?

We aim to collect your clothes, clean them to a professional standard and get them back to you all within 48 hours. If you’d prefer we went a little slower then that’s not a problem – just let us know when you want your clothes back.
Some items can take a little longer than 48 hours, however. We currently aim to collect, complete and deliver all shoe repairs and shoe shine orders within 72 hours. If your order contains any shoe-related items then cleaning for all items will take 72 hours to complete.

I missed a scheduled collection/delivery, what do I do?

Don’t panic, all you need to do is contact Customer Care at admin@drycleantoyou.com.au to arrange a new time.
Alternatively, we will try to contact you and arrange a new collection or delivery time for a period of 30 days. If you’ve not claimed your clothes within 90 days we reserve the right to give them to a registered UK charity of our choice.

What are your customer care hours?

We’re here and happy to help from 7am to 6pm on weekdays and Sundays; 8am to 6pm on Saturdays. Please contact us by email at admin@drycleantoyou.com.au

When can you collect my order?

Collection and delivery times can differ depending on city and availability, but we’re typically available from 7am to 11pm, 7 days a week.

E

How are my card details transmitted and stored?

We utilise PAYPAL for processing payments and all sensitive information is encrypted using SSL (the industry standard) before being transmitted. Our servers do not store your card details to ensure an extra level of security.

How can I pay?

We accept Visa/MasterCard/American Express cards, both online and through the app.
You’re welcome to tip your Dry Clean to You Agent if you wish to and all tips go directly to the Agents, but we cannot currently accept payments in cash.

I have a general inquiry, how can I contact the team?

Thanks for getting in touch – you can reach us at admin@drycleantoyou.com.au.
Alternatively, if you have a suggestion for how we can improve then you can reach the entire team at once at admin@drycleantoyou.com.au

Is there a minimum order?

Yes, there is a minimum order value and any order under this amount will be charged at the minimum order value. You can use vouchers and referral codes to lower the amount you actually pay, but some promotions may affect the minimum order value.

What if I need to make a complaint?

Please contact the Customer Care team by emailing admin@drycleantoyou.com.au. We treat all complaints with the utmost importance and as an opportunity to improve the quality of our service.

When will my card be charged?

We use a highly secure platform to collect payment. When you place an order with Dry Clean to You, the secured system captures the amount to ensure payment is possible but doesn’t directly charge your card until your clothes are received at our facility. We only collect payment once we’ve started cleaning your clothes.
Some banks may show the capture as a recent transaction, but we only collect when we start cleaning your items.

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