POLICIES FAQs

We will re-clean items if there is room for improvement or if they fall short of our standards.

We have built several steps in the cleaning process to ensure your garment(s) always receive the best care.

If we believe further attempts to remove a stain may cause damage to the item, we will return your garment with a tag attached to the hanger indicating so.

If we believe the item will put other items at risk during cleaning (i.e. color bleeding) we will return the item to you uncleaned. Otherwise, we will work with you to determine how to get your garment cleaned.

If we can Dry Clean the item without putting other items at risk we will get your permission to proceed before moving forward. Common examples include items with pre-existing damage or with sequins or ornamentation.

If we believe we can only clean the item using a specialty cleaner we will reach out to you for permission to proceed and approval of the additional cost and turnaround time.

We ask that you grant us approval and release XXPRESS CLEANERS of any liability if damage should occur during the cleaning process as there are some inherent risks to the attached sequins and ornaments due to the mechanical action of the cleaning process.

We take full precautions to protect all sequined or ornamented garments, including turning them inside out and putting them in protective mesh bags so they don’t tangle with other garments.

If you would like to provide a permanent preference to clean all items with sequins or ornaments, regardless of risk, please let us know and we will make a note on your account.

Our policy regarding faux leather depends on the item’s care label instructions. We will accept faux leather items with care labels indicating that the item can be safely and appropriately cleaned through one of the cleaning methods XXPRESS CLEANERS offers.

Before proceeding, we ask that you give us your approval and release of any liability if damage should occur as there are some inherent risks to cleaning all leather-like materials.

Although it is not as risky as cleaning real leather, faux leather is made of plastics that still have risks of cracking, color bleeding, or melting when exposed to heat. We take full precautions to protect all faux leather items.

If you would like to provide a permanent preference to clean all items with faux leather, regardless of risk, please let us know and we will make a note on your account.

If a garment shows susceptibility to color bleeding, we will not clean it and return it to you uncleaned. Even with your release of liability, we cannot clean these items as they pose a risk to other garments that would be cleaned at the same time. We thoroughly test all items for unstable dyes, which can be a result of the manufacturing process. If you do have a garment with the potential for color bleeding, we recommend that you spot-treat it at home by hand washing any parts that require cleaning. If you would like to talk to one of our garment care experts about a particular garment, feel free to email us at xxpresscleaners1@gmail.com.

If there is any risk of further damage occurring during cleaning, we will hold off and check in with you before proceeding. Our cleaning team carefully inspects all garments during the cleaning process to ensure we take the best care of them.

If we find items that are supposed to be for Dry Cleaning and Launder & Press in your Wash & Fold order we will hold them back from cleaning and be sure to communicate with you how you would like to best proceed. Given the volume of orders we clean, we cannot promise that we will identify 100% of Dry Clean-only garments, so we ask that you thoroughly separate them beforehand.

If we just find a few items within a larger Wash & Fold order, we'll wait for your approval before proceeding with cleaning (given the increased cost). If we don't hear from you, we'll return them to you uncleaned with your Wash & Fold order.

On the other hand, if we find a Wash & Fold order that's entirely best suited for Dry Cleaning and Launder & Press, we'll proceed with the recommended service. We'll also make sure to alert you when this happens, and give you an update on when the order will be ready (since it will likely be delayed).

If you'd like to set a permanent preference to always Dry Clean items that we recommend and are found in your Wash & Fold order, please email us at xxpresscleaners1@gmail.com.

We encourage you to open your XXPRESS CLEANERS bags as soon as they are delivered to confirm that all is well. XXPRESS CLEANERS requires that any issue be reported within 7 days of delivery. In the rare instance that something is damaged or missing, we can start working to make things right as soon as we’re aware. And, the earlier we’re alerted - the more likely we are to come to a successful resolution.

In the case of a damaged item, we will work with you to determine if it can be repaired or restored to good condition. For those items that cannot be satisfactorily repaired, or for any missing items, we will reimburse you for up to %25 of the value of that item, in accordance with our terms and conditions.

Most repair or restoration attempts do require the clothing to be picked up for assessment. 

Additionally, XXPRESS CLEANERS is not liable for any normal wear and tear that results from the cleaning process. While our service optimizes for water use and features trained attendants skilled at removing stains and delivering the freshest press or fold, there is otherwise nothing fundamentally different about our processes or equipment that would cause wear and tear unique from washing at home. “Normal wear & tear” includes:

• Shrinkage of items serviced according to care labels. Some fabrics are simply prone to shrinkage despite proper care. This is due to their type, quality, construction, and age. For example, cotton is a fabric known to shrink despite care being provided in accordance with care labels.

• Tiny holes and tears. As garments age, they grow increasingly prone to the development of tiny, sometimes “pin-sized”, holes or tears. This is, again, related to the age of the garment and the type of material used. These would, unfortunately, develop no matter where the laundering was done. 

Lastly, while our team of experts is trained to identify items that may be meant for a different service type, there is also an amount of “trust” placed in our Customers to sort their clothing according to service type.