Customer Service

WE SPOIL OUR CUSTOMERS NOT THEIR CLOTHES

At Xcel Cleaners we are determined to provide a service of the highest quality. Every member of staff is well qualified for the field and knows their job very well which enables us to deliver best level of service.

We want to hear any concerns, complaints or worries that you have. Please email us and we shall respond usually within 2 hours.

We follows standards and policies set forth by the TSA (Textile Services Association). These policies are standard to all dry-cleaners including retail dry-cleaning stores.

Re-Cleaning Policy Although we have quality control where we check each garment before we pack, if we are unable to remove stains we usually inform customers before. If something slips through and you are not completely satisfied with the quality of our dry cleaning, we will re-clean your item free of charge, as long as it’s within 24 hours.

Loss Policy We take full responsibility for the cloths from the moment we issue ticket or pick up from you. Even though we exercise utmost care, there will be instances where items may get misplaced or lost. Should you have reason to believe that we have lost or misplaced your item. Missing item must be reported to us within 24 hours with descriptions so that we can trace your garment.

In unlikely event of loosing any of your items Xcel Dry Cleaners’ liability with respect to any lost item shall not exceed ten (10) times our charge for cleaning that garment regardless of brand or condition.

Safe Keeping Policy We take responsibility to keep your cloths safe for maximum 60 day Should you be unable to pick your cloths within 60 days, due to holiday, illness etc. please let us know ASAP and we shall arrange to keep your garments safely for an agreed time period. Otherwise due to storage we will have to put your cloths to charity.

Our Privacy Statement We respects our customers privacy and do not sell any identifiable information regarding our customers to any third party. Any information you give us is held with the utmost care and security, and will not be used in ways to which you have not consented.

Garment Damage Policy Whist every care is taken handling your clothes, if you believe that we have damaged your garments in an anyway please contact as within 24 hours. We will do our best to resolve the situation. We will investigate thoroughly and if we feel that we were at negligent we shell pay fair compensation based upon the current value of the garment. This is usually around 6-10 times the cost of the dry cleaning.

Our damage policy is in line with the Office of Fair Trades recommendations.