Terms & Conditions

Welcome to the Empire Dry Cleaners website. By using our services, you agree to comply with the following terms and conditions. These terms apply to all services provided by Empire Dry Cleaners, whether in-store, online, or via our collection and delivery service.

1. Payment Terms

1.1 We do not accept cheque payments. Payments can be made via cash, debit, or credit card.
1.2 For collection and delivery services, payments can be linked to a VIP account for easy transactions. Monthly statements will be provided.

2. Service Liability

2.1 We strive to deliver the highest quality service; however, we cannot guarantee the removal of all stains. Some stains may be permanent, and attempting to remove them may risk damaging the garment.
2.2 While we handle every item with care, we are not liable for damage to garments that are already worn, weakened, or damaged prior to cleaning.

3. Inspection Policy

3.1 Customers are responsible for inspecting all items upon collection or delivery. Any complaints or claims must be reported within 48 hours of receiving the items.
3.2 Missing items must be reported immediately. Claims for missing items after leaving the shop or after the delivery driver departs will not be accepted.

4. Garment Labelling

4.1 Cleaning is conducted according to the care label instructions provided by the manufacturer.
4.2 We are not responsible for damage caused by incorrect or misleading care labels. In such cases, we will provide a written statement for you to pursue a claim with the manufacturer.

5. Collection & Delivery Service

5.1 Our collection and delivery service is free within Kensington and operates Monday to Saturday.
5.2 Next-day delivery is available for orders placed before 12:00 pm, subject to availability. Special items such as suede, leather, and wedding dresses may require additional processing time (2–3 days).
5.3 Customers must ensure garments are securely packed in the provided VIP bag or an appropriate alternative for collection.

6. Retention of Orders

6.1 Unclaimed items will be held for a maximum of 30 days. After this period, Empire Dry Cleaners reserves the right to dispose of the items, and no claims will be accepted thereafter.

7. Curtain Cleaning Disclaimer

7.1 While we endeavour to clean curtains carefully, we cannot guarantee the removal of mould or damp stains.
7.2 Curtains with pre-existing damage, wear, or discolouration may deteriorate during the cleaning process, for which we cannot accept responsibility.

8. Leather, Suede, and Fur Items

8.1 These items are cleaned using specialised techniques. Colours may lighten or darken during the cleaning process.
8.2 Items will be polished post-cleaning to enhance their appearance. Any concerns must be raised within 48 hours of collection or delivery.

9. Lost or Damaged Items

9.1 If an item is lost or damaged due to our negligence, compensation will be provided up to a maximum of 30 times the cleaning cost for that item.
9.2 For items valued over £400, customers must notify us at the time of placing the order and provide proof of value if required.

10. Satisfaction Guarantee

10.1 If you are dissatisfied with our service, you have the right to return the item for a complimentary re-clean.
10.2 Refunds are available only if a re-clean fails to meet your expectations and the garment remains unworn or unused.

11. Late Delivery

11.1 While we aim to deliver all items on schedule, unforeseen circumstances such as traffic or adverse weather may cause delays. In such cases, delivery will be prioritised for the next working day, and you will be informed via phone or email.

12. Customer Responsibility

12.1 Customers must ensure all pockets are emptied before submitting garments. We are not responsible for damage caused by items left in pockets, such as ink stains or material damage.
12.2 Empire Dry Cleaners is not liable for hooks, buttons, or embellishments that may detach during cleaning.

13. Disputes and Claims

13.1 All claims must be reported within 48 hours of collection or delivery. Claims outside this timeframe will not be accepted.
13.2 Any disputes that cannot be resolved directly will be referred to a recognised arbitration service in the UK.

14. Changes to Terms

14.1 Empire Dry Cleaners reserves the right to update these terms and conditions at any time. Updates will be published on our website, and continued use of our services constitutes acceptance of the revised terms.

Contact Us

If you have any questions about these terms and conditions, please contact us:

• Address: 53 Kensington Church St, London W8 4BA
• Phone: 020 3903 9997
• Email: info@empiredrycleaners.co.uk

Thank you for choosing Empire Dry Cleaners – Kensington’s trusted garment care professionals.