WhiteOrchid Terms & Conditions

• White Orchid Dry Cleaners and Laundries Ltd. Terms & Conditions (t&c)
  By using this website and/or placing an order you are agreeing to our terms & conditions (t&c). Please ensure you read through them carefully before placing your order. We may change these terms from time to time without notice to you.
• PICKUP & DELIVERY (P&D) CANCELLATION
  You must cancel at least two hours before your time-slot starts .Cancel by sending us an email or by calling us. If you cancel by email, you must wait for our confirmation reply. If you do not receive our confirmation reply it probably means we did not receive your cancellation email and your booking is still active.
• PICKUP & DELIVERY (P&D) NON CANCELLATION FEE IS £10
  There is a £10 charge:
  a) for failure to cancel at least two hours before your time-slot starts.
  b) for failure to be present at the location for pickup/delivery during your time-slot. Please make sure you are available at the location and are able to hear the bell etc. We are sorry but due to limited resources we must strictly enforce this policy.
  c) for driver wait time of more then 10 minutes after arriving at the location and not being able to pickup/deliver due to the customer not being "ready".
• ORDER CANCELLATION
  Minimum order amount for your postcode will be charged If you decide to cancel your order after pickup and we will deliver your order back to you without processing. If we have started processing your order in our factory then it is fully payable.
• MINIMUM ORDER AMOUNT IS £25
  For orders below £25 we will charge the difference and apply it to your invoice.
• PAYMENT & REFUNDS
  We except all major credit and debit cards and AmEx. Invoices emailed to you must be paid before delivery. We are unable to deliver unpaid invoices. All refunds will be made to the original card.
• UNABLE TO DELIVER ORDERS
  All orders must be delivered within 14 days from pickup date unless you have written permission from us for a later date. 'Unable To Deliver' orders are orders we have not been able to deliver to you through no fault of our own. This could be because you were not available to accept deliver or for non-payment. All such orders will be disposed of after 30 days from pickup date.
• FULL SERVICE
  Full service are all items which have individual prices on our website.
  Price includes , stain removal attempt, cleaning, pressing/ironing, and hand finishing. Items are cleaned and pressed/ironed in accordance with manufacturers care label instruction.
  DISCLAIMER:
  Items with or without cleaning label instruction will be cleaned to the best of our ability, however we are not responsible for inherent weaknesses in materials and fabrics, damage or colour fading/run, shrinkage or broken buttons/embellishment or otherwise becoming altered or worn by the normal wash-and-dry laundry or dry cleaning process
  We may refuse to clean an item and send it back with an explanatory note if we believe it will become damaged or damage other items OR we may ask you for written confirmation (email/text/post) to go ahead at your risk.
• BULK DRY CLEANING &
  BULK LAUNDRY (WASH, DRY & FOLD SERVICE)
  All items are dry cleaned or washed in bulk.
  DISCLAIMER:
  This is a 'as is' service. We do not check individual item care labels for cleaning instructions or pockets for pens which may leak!
  Dry Cleaned items are returned on hangers (e.g. jackets, blouses, dresses). Washed items are returned nicely folded!
  Sorry but we cannot accept any claims for damage due to shrinkage, missing items, colour runs or tears, broken buttons, tarnished buttons etc.
  We do not accept household items in bulk services (e.g. curtains, pillows, duvets, bedspreads); these will be charged individually.
• SHIRT SERVICE
  All shirt service items are washed at 30 degrees. Shirt are pressed wet on a dedicated shirt unit which does not cause shrinkage (no drier is used).
  Tailor made shirts with no manufacturers cleaning instructions are processed at 100% owners risk.
• REPAIRS & ALTERATIONS
  All instructions must be received in writing (e.g. "Order Notes" section during checkout, hand written note pinned to item, email) . Turnaround time is at least 72 hours, some items may take longer.
• LEATHER & SUEDE
  Suede & leather cleaning is undertaken subject to natural flaws in the skin slight colour imbalance or size differential. No responsibility will be accepted by us for colour difference when part of a matching suit or any other matching part is sent in for cleaning without the other. Change of colour or texture may result the first time a garment is cleaned. Not all marks, dirt and stains (such as ink) can be removed; ingrained dirt can penetrate the skin and damage it. Slight difference in shading of panels may become apparent after cleaning due to the construction of the garment using skins from more than one animal.
  No responsibility is taken for fancy trimmings, buckles, zips or buttons.
  Scar tissue may become more apparent after cleaning.
  Worn / old skin may become damaged during the cleaning process.
  Dyes used during tannage are not always colour-fast and there may be some loss / change in shade. ‘Fine’ skin may lose its ‘shade’ through cleaning.
  New garments may ‘age’ during the cleaning process.
  Any items we receive without a care labels cleaned at 100% owners risk.
  All Rugs without care label cleaned at owners 100% risk
  All F Clean Garments cleaned at owners 100% risk.
• ORDERING SERVICES & SERVICE ITEMS
  When we pickup and process your order we will send you your invoice email detailing items received, our count of items and prices. Our acceptance of an order will take place at the point of pickup, at which point the contract between us and you will be made. Total order amount will be shown clearly on your invoice emailed to after your order is received in store. The invoice amount is the payable amount, not the amount shown on your order cart total when you placed the online order. Why? Because the invoice amount will show any adjustments (e.g. skirt to pleated-skirt, small to large size) and/or discounts.
  If we do not pickup your order within 7 days from time of placing an online order because no pickup time was specified by you when you placed the online order, or for any other reason, your order is automatically cancelled.
  We reserve the right to refuse an order. Non-acceptance of an order may, for example, may result from one of the following 1.The items and services ordered being unavailable 2. Inability to obtain authorisation of payment. 3. The identification of an error within the service information, including price or promotion. 4. Inaccurate order processing 5. Major factory failure 6. System's failure, including virus attacks. This list is not exclusive.
  If there are any problems with your order we will contact you. If you do not reply, your order may be delayed. We reserve the right to reject any offer to negotiate prices by you.
  Where applicable, you may cancel your order in accordance with your rights under the Distance Selling Regulations.
  The laws of shall govern the contract between us and any dispute between us will be resolved exclusively in the courts of England & Wales. Your statutory rights are not affected.
• SERVICES & PRICES
  We have made every effort to display as accurately as possible our services, items and prices. We are unable to guarantee that processes used by us to implement our services will always agree to your expectations. However, we use processes which are standards and used industry wide.
  All sizes and measurements relating to prices are approximate; however, we do make every effort to ensure they are as accurate as possible.
  We will take all reasonable care to ensure that all details, descriptions and prices of services and items appearing on the website are correct at the time when the relevant information was entered onto the system.
  We reserve the right to refuse orders where product information has been published incorrectly including prices and promotions.
  Prices and services are subject to change without notice.
  Services are subject to availability. As there is a delay between the time when the order is placed on our web site and the time when the order is collected and processed in our factory, the service option position relating to particular items may change. If a service or price of an item you have ordered changes before we accept the order we shall notify you as soon as possible.
  You are never charged until we collect and process your order in our factory.
  All price are vat inclusive unless explicitly noted.
• DISCOUNTS
  Discounts and codes may be applied during checkout. For discounts where no code is required: we will apply the discount automatically to your invoice to all qualifying orders.
  Multiple discounts cannot be applied to the same order
  Discounts and discount codes cannot be used on express orders.
  Discounts are not valid on express orders.
  Offer expires when it is no longer displayed on our website.
  All discounts are applied to laundry and dry cleaning items only unless stated otherwise..
  Minimum order amount must be £25 after applying any discount.
  We may ask you to accept a later delivery date if demand exceeds our resources.
  SPECIAL OFFERS ON SPECIFIC ITEMS
  Special offers on specific items cannot be combined with any other discount (only one discount type per order).
  Discounts are not valid on express orders.
  Offer expires when it is no longer displayed on our website or in store.
  Minimum order amount must be £25 after applying any discount.
  We may ask you to accept a later delivery date if demand exceeds our resources.
• LOSS/DAMGE & COMPENSATION
  We will investigate any complaint promptly and, in the rare event of loss or damage, pay fair compensation if it was our fault. Fair compensation amounts should be in line with fair compensation recommended by the Office of Fair Trading.
  If you are not fully satisfied with our cleaning you must let us know within 24 hours and we will re clean the item(s) for free. In the rare event that of damage or loss our compensation policy allows us to reimburse you up to £100 per item and up to £200 per order AND you must inform us of any damage or loss within 24 hours of delivery. If you believe your individual item to be of high value, you must inform us before pickup.
  We will not accept compensation demands for loss or damage of any items after 24 hours of order delivery.
  All returned items must be in our original packaging and not used.
  If we are unable to accept your damage claim, we will ask you to accept an independent analysis report. We will abide by an independent report carried out by a professional, mutually agreed test house as long as it is in The Independent Test House List compiled by the Textile Services Association (www.tsa-uk.org ).
  We will examine the damaged item to determine if the damage was the result of our cleaning process. We will investigate any complaint promptly and pay compensation for damage due to our negligence; up to £100 per item and up to £200 per order. We will not pay compensation for a damaged item if we followed manufacturers cleaning instruction for the garment (manufacturers care label on the item). In this case you must address your complaint with the manufacturer.
  The chosen test house will be able to provide us with a garment evaluation report stating one of the following:
  a) The damage is the fault of the cleaning process.
  In this case we will pay 100% for the analysis cost and compensation for the garment after applying Office Of Fair Trading or Federation of Small Businesses depreciation guide lines.
  b) The damage is NOT the fault of the cleaning process. In this case you must pay 100% of the analysis cost.
  c) It can not be decided who is at fault. We will pay 50% and you must pay 50% towards the cost of analysis.
  Before we send any item for analysis we will ask you to deposit 50% of the analysis fee with us. This amount will be refunded only if the analysis result is 100% in your favour.