As we are experts at dealing with all garments that come our way. When they arrive at our premises, your garments are examined carefully and then cleaned under the manufacturer’s instructions. Our cleaning is as gentle and delivers better results than traditional dry cleaning. If there’s any doubt or we can’t find a care label, we will clean at what we call “owner’s risk” (as we can sadly not accept any liability for garments where there are no instructions). If we feel there is really too much of a risk to your garment and we cannot get in touch with you, we will return the item to you uncleaned.
We aim to collect your clothes, give them our expert care and attention and deliver them back to you within working 3 days. There might be some exceptions: In some instances, your preferred delivery slot may not be available. This is mainly because we have already reached full capacity for that time slot, or because we do not visit your area as often as we would like at this moment. We apologise for any inconvenience caused and assure you that we are working very hard to increase our time slot capacity. Some items such as bedlinen, curtains, leather, or tailoring may take longer to process as they will be entrusted to various experts. The delivery timing will be provided to you as soon as the respective items have been inspected at our premises. On inspection we might consider that it will take longer to remove particularly difficult stains or other issues with fabrics. We offer an express service with same day turnaround* in all our stores however due to logistical constraints this is not available to delivery customers. * additional charges apply
In some instances, your preferred delivery slot may not be available. This could be because we have already reached full capacity for that time slot. We apologize for any inconvenience caused and assure you that we are working very hard to increase our time slot capacity. Should you wish to drop us a line and check to see if we accommodate your chosen slot or to see if there is any cancellation please call 02077221155 or email [email protected]
We inspect every garment thoroughly before returning to you. It should be noted, however, that we cannot 100% guarantee the removal of ALL stains. Stain removal is often made easier if the stain is identified when you leave the garment with us, and our ability to remove it will depend on several factors such as the age of the stain, composition, previous attempts to clean, nature of the fabric and dye. It is important that you give us as much information as possible which could help us remove them as we can treat them before cleaning your garment (you can leave a note in your bag with any special comments or instructions). If you are not 100% satisfied with the quality of our cleaning, we will happily re-clean and / or re-press your item free of charge, but we must be notified within 24h of delivery. The item will need to be unworn, returned in the original packaging and with the tags attached to the garment. If we suspect that the item has been worn, we reserve the right to refuse to re-clean or re-press. If an item is recleaned because a stain was not fully removed in the first clean, the reclean will be done at “owner’s risk”, as we will have to use a stronger method to try and remove the stain, which could result in discolouration or other potential damage, but this will be explained to you before we attempt any further cleaning.
Setting up your account
As part of your first booking, you will be asked to “sign up” and create a SWAN online account – unique to you and password protected of course. You cannot complete a booking online with us unless you register your main contact details, such as names, address, phone number and email. We will need those to contact you – and to make sure you are you. Contact Details Form Everyone must create an online account, even customers who have visited our stores in the past. This is the only way we can make sure that all of your online details are protected by a password that you, and you only, know and have access to. We kindly ask existing store customers who are creating their new online account to use the same email address provided to our stores – this ensures our system recognises you and that your online account is linked to our store system. If you use a different email address, our system will treat you as a brand-new customer and be unable to pre-load your payment details. New customers can choose any email they like as we will be creating a brand new account for them. Should you have any queries about the process of creating an online account, please feel free to reach out to us on 02077221155 or email [email protected] and a member of our Customer Care team will be happy to assist you.
Yes! If you want to book a regular pickup and delivery slot each week, just give us a call on 020 77221155. This saves having to deal with laundry and to re-book on a regular basis, and you can cancel at any time if you don’t need a delivery that week. Although it is currently not possible to book a recurring time slot online, you can call our customer care team and we will gladly set this up.
We currently offer 2-hour time windows, which allows us for traffic and our logistical requirements, if our driver is later than the chosen time slot we will try to contact you or re-schedule the slot. As we grow we will be able to increase our fleet and offer more specific slots, so please let us know if this would be of interest to you.
We are continually growing and expanding and while we might not currently cover your area. Send a message with your details to [email protected] and as soon as we start to serve your area, we will contact you. You can also try calling our Customer Care team on 020 8004 2630 as they will often be able to arrange a special courier or Uber service for you (delivery fees will apply).
We use a highly secure platform to register your credit or debit card and collect payment. After picking up your clothes, our experts will examine them and determine the total amount of your invoice based on the extent of the work that needs to be carried out on each item (much as a till assistant would do in store). Until then, you can get an estimate of your order according to our price list here. We are unable to be more exact at this stage because some items require more time and specific treatment, and we can’t know the detail of this before we examine your garments. Once this is done, we will send you an email detailing your invoice, item by item, and charge your card on that basis. If you disagree with anything that we have detailed on your invoice, please feel free to call our Customer Care team on 020 77221155 or to email [email protected] and we will be happy to look into this for you. Kindly note that we cannot accept cash payment for deliveries.
Some fragile or highly sensitive garments inherently have a risk in cleaning, this could be due to fabric, age, colour, pre-existing damage etc. thus meaning there is a risk that they could be damaged in the cleaning process, in this instance we will refrain from cleaning the garment in question. We will make an attempt to contact you and advise you of the potential risks associated with proceeding with the treatment. Note that if you authorise us to proceed, it will imply that you assume full responsibility for any damage to the garments. In certain circumstances we may still return the garment and advise not to clean as damage is inevitable.
Yes, we do provide “Press only” and also “Steam only” services. You just need to specify it in the “Special Instructions” section when booking online. You can also write it in “Special requirements or instructions” on the Drop Off form that our driver will provide you with when collecting your clothes.
We are the experts at cleaning these pieces. Please note that the sooner you bring your dress in after your wedding, the better the results we can achieve, as leaving little time for stains to set helps us to get that better finish. We can also clean other bespoke items – just ask one of your store assistants for a quote, or contact us on 02077221155 or email us [email protected] if you would like more information or to ask for a quote. Kindly note that we assess all those very specific items before cleaning to ensure that we have spotted and highlighted all the potential risks to you before proceeding with the clean.
Your clothes are in safe hands and incidents are extremely rare – but things happen and we do have a process for these too. In the unlikely event of damage or of an item going missing, please inform us within 24 hours of receiving your order back. We exercise the utmost care in cleaning and processing garments entrusted to us and use such processes which, in our opinion, are best suited to the nature and conditions of each individual garment. Nevertheless, we cannot assume responsibility for inherent weaknesses or defects in materials – for instance pre-existing moth holes, sun fading garments or curtains or colour runs and discoloration below armpits due to deodorant – which may result in tears, the development of small holes or stains in fabric that are not readily apparent prior to processing. Our liability with respect to any lost or damaged to garments caused by us shall not exceed the lesser of 10 times our charge for cleaning that garment or the depreciated value of the item as determined by the Textile Service Association (TSA) fair compensation guidelines, regardless of brand or condition. We will investigate any complaint promptly and pay fair compensation for damage or loss due to our negligence as outlined above. In the event of damage, if we determine we are responsible then we will seek to offer a cleaning credit in an amount agreed by both parties.
Our price list is only indicative. Even though we take great care of every garment entrusted to us, some items require a lot more time and very specific treatment. This concerns especially the most delicate garments, such as designer brands and luxury clothes, which will most often attract a specific “upcharge” in consideration for the level of complexity associated with cleaning them compared to more basic items. Also, if you asked for an express service, we will have charged you more than what is stated on our standard turnaround price list. Finally, the quote will often vary for items such as leather, curtains or shoes & bags which we often need to send to one of our trusted partners. If you still think there was a mistake in the way we charged you or if you don’t understand our price policy, please contact us on 020 8004 2630 or email [email protected] and we will be happy to run through the quote with you.