We created The Eco Laundry Company to make your life easier. Our goal is to apply loving care not only to your clothes, but to the customer service experience, as well.
We take every precaution to ensure that the very best care is taken throughout the cleaning process. We do this by selecting only the most gentle, non-toxic, phosphate-free detergents for wash and fold services, and utilizing environmentally responsible and human-safe dry cleaning processes.
It should be noted that fabrics and mixed fabric garments can be temperamental; metal zips, buckles, beads, and other bits of hardware on garments can create issues. Colors can be sensitive, and new garments can react poorly to being tumble-dried, depending on the method of manufacture. These are just a few potential hazards.
Honesty and integrity are values we hold above others at The Eco Laundry Company, and we hope we prove that to you every day. But, in the spirit of honesty and clarity, we feel it extremely important that we lay out our store policies, which are put into place so that clients are aware of what terms they agree upon when they leave items to be cleaned in our stores.
Loss or Damage
At The Eco Laundry Company we go to great lengths to ensure that your garments are treated with the very highest level of attention to detail and care. However, in rare instances, an article may be misplaced, lost, or damaged in the cleaning process. In this unlikely scenario, if the mishap is our error, the following outlines our claim policy.
Third-Party Services
In the event we outsource services for specialized cleaning/handling (e.g.: leather or materials that require specific attention), The Eco Laundry Company releases any liability for said pieces or issue resolution.
Delivery / Third-Party Handling
The Eco Laundry Company will not accept responsibility for item loss or damage related to delivery, including issues incurred by transit, weather, or mishandling by building personnel. Our complimentary delivery service does not fall under the liability of in-store loss or damage; use of this service is at customer discretion.
Dry Cleaning / Laundered Shirts
In the event that a garment has been lost or deemed damaged by our plant, our liability will not exceed the equivalent value of twenty (20) times the cost of cleaning the item, regardless of brand or original article value/cost. Industry standard in the United States is up to ten (10) times the cost of the ticket for the specific item. Still, we understand how unpleasant these moments can be, and we want to do our part to contribute to a more agreeable solution. All claims must be made within 72 hours and must be accompanied by original itemized receipt, the settlement/credit will be at manager’s discretion in liaison with the Dry Cleaning & Laundry Institute.
Please inform us if any of your dry clean articles require special care or attention. The Eco Laundry Company does not accept responsibility for damage, shrinkage, or fading to any article that has not been specified as new or requiring special attention.
Some materials, specifically synthetics or textiles that have a heavy pile or simulated finish (faux fur, leather, etc.), as well as natural/synthetic blends may react poorly to our non-aggressive dry cleaning process, in this rare event we will not hold liability; cleaning is at the customer’s discretion, and responsibility for inadequate care label instructions falls on the manufacturer.
Upholstery-type and heavyweight household fabrics, including those that have stain or water protectant coatings, may rarely react poorly to spot treatment or our dry clean process. Any reaction that results in discoloration or damage to fabric, weave, or pile in materials of this category falls under the liability of manufacturer; cleaning is at the client’s discretion.
Issues related to shrinking or inconsistencies with cleaning of bedding-related items such as comforters and mattress toppers fall under the liability of manufacturer and are cleaned at the discretion of customer.
Wool, Cashmere, Silk
Garments made from wool, wool-blends, cashmere, cashmere blends, silk, and silk/synthetic blends are delicate and can sometimes be unpredictable in the cleaning process. While it is not uncommon for some blends to be water-washable, we typically recommend dry cleaning. We will not accept responsibility for any shrinkage or natural reaction, including pilling, to items made from such fibers or blends.
Wash and Fold Service
As standard protocol, we use cold water to wash, and dry on the lowest heat setting our machines offer, unless otherwise directed. Warm or hot machine cycles are used only upon customer request, or if necessary to properly clean specific articles. In addition to being gentler on your laundry, our use of cold water helps to reduce our environmental footprint, an element of our sustainability goals. We use plant-based detergents that are non-abrasive and without toxic chemicals. With this process described, there is nothing further we can internally offer to protect your articles in the wash and fold process. The Eco Laundry Company will not accept responsibility for any article(s) that may, in any way, become compromised during the cleaning process, as per the above described, or in the event of machine or equipment-related malfunction.
If a garment is new and being washed for the first time, there is a risk that shrinkage may occur, or that colors may run; it can not be assumed that multicolor items are colorfast, and the cleaning process is at customer discretion. We will not accept responsibility for shrinkage to any garment during the drying process, or damage due to bleeding of dyes during the cleaning process, regardless of service specified.
If you feel that a garment is at risk of damage during the normal cleaning process, we offer hand-wash and dry cleaning options that may better suit said item. This includes the option for hang dry. Whilst we encourage the safest cleaning of your items, and take every caution to ensure this, we cannot take responsibility for items that react poorly to the cleaning process requested. Hang dry items must be separated and clearly indicated as such, or will otherwise be handled as standard laundry; your first three (3) hang-dry items are complimentary, $1 per item thereafter.
The Eco Laundry Company will not accept responsibility for sorting mixed items intended for multiple services. Items that are to be dry cleaned must be separated and marked accordingly. Without clear indication of service preferred, we will assume that any item(s) not marked are to be handled as wash and fold.
The Eco Laundry Company will not accept responsibility for loss of color, shrinkage, or damage to vintage or purposefully distressed items. Garments that have been treated to appear vintage or pre-worn are likely to perform poorly in the wash and dry process.
Unless the customer itemizes (and offers a copy) of every piece in in their order, prior to service, The Eco Laundry Company does not accept responsibility for missing item claims. If the customer has provided a detailed list of items (confirmed upon receipt), and an article does go missing through our error, a review of used-item valuation informs resolution.
In rare instances, an item may become misplaced or lost. In said event, if a customer should wish to make a claim for a missing item, they must present the original itemized list (which accompanied the bag), along with the ticket within 48 hours of receipt.