Folded’s mission it to provide the highest quality on demand laundry and dry cleaning service. We care about each and every one of our customers. We understand your clothes can be expensive items and you are putting your trust in us to take care of your clothes. We therefore provide you with the highest level of service. Unfortunately in the laundry business damages / lost items may infrequently occur despite our best efforts.
We exercise utmost care in processing articles entrusted to us and use such processes that, in our opinion, are best suited to the nature and condition of each individual article. We take precautions to ensure that your clothes are handled and cleaned properly. Nevertheless, we cannot assume responsibility for inherent weakness of or defects in materials that were not readily apparent or reported by you prior to processing. Ultimately, it is the customer’s responsibility to inform us of any conditions, cleaning directions given by the manufacturer, and/or special instructions regarding cleaning and/or laundering. This applies particularly, but not exclusively, to suedes, leathers, silks, satins, double-face fabrics, vinyls, polyurethanes etc. Responsibility also is disclaimed for trimmings, buckles, beads, buttons, bells and sequins.
During the dry cleaning or laundering process we cannot guarantee against color loss and shrinkage, or against damage to weak and tender fabrics. The company’s liability with respect to any lost or damaged article during dry cleaning shall not exceed 10 times our charge for processing it. For laundering, Wash and Fold policy is that we will refund up to 20% of the proven cost of the item.
In the unlikely event that your clothes arrive back damaged please email firstname.lastname@example.org, including a photo and detailed description of damages, and any other evidence. If you are reporting a missing item, unless a list accompanied your bundle our count must be accepted. You must send this email to us within 48 hours of receiving the damaged item or missing item. We follow the International Fabricare Fair Claims Guide for reimbursement. Our goal is to always fix the problem first and if we can’t, then the refund process will start. Our support team will review and get back to you within 72 hours to notify you that your claim is being carefully reviewed.