1. Cleaning Process: Terrington Burchett Ltd will hand treat and clean your gown as many times as necessary. However, not all stains are fully removable without damaging the fibres. During the processing of your gown will aim for the best achievable results. The gown will undergo meticulous hand treatment and be processed multiple times, as considered necessary by the cleaning technician, to remove dirt and marks while preserving the fabric’s integrity. The procedure is designed to eliminate contaminants such as dirt, grit, perspiration, and oils that could degrade the gown over time. Although some staining may persist post-processing, these will be neutralised to ensure your gown is in the best possible condition it can be, at this stage.
2. Pre-Wedding Clean: For a ‘Pre-Wedding’ Clean, we recommend cleaning before any alterations. Some fabrics may experience a degree of ‘relaxation,’ though this is rare.
3. Condition Guarantee: We cannot guarantee your gown will look ‘brand new,’ especially if it is ‘pre-loved’ or an ex-sample/off the peg. We strive to achieve the best possible results, often resulting in a completely clean, fresh, and rejuvenated dress.
4. Cleaning Risks: Despite precautions, there is always some risk in cleaning. Weak threads can occasionally break through no fault of the cleaning process.
5. Fabric Damage: Pulls, catches, and abrasions may worsen during processing, potentially resulting in holes due to weak and unstable fabric areas.
6. Holes: Holes are usually caused by insects, acid, grit, dust, and grease, which weaken the fabric over time. These may not appear until after processing and are not due to the cleaning process.
7. Beads and Trim: Various parts of the dress can come into contact during cleaning, occasionally resulting in loss or damage to beads or trim. We will do our best to replace any lost or damaged trim.
8. Glued Details: We cannot take responsibility for details fixed with soluble glue. Only stitched or heat-fixed details are guaranteed to remain intact.
9. Inspection Report: Upon receipt, we will conduct a full inspection and email you a detailed report. Please review and respond to confirm your approval to proceed. If we do not receive a response within 7 working days (or 24 hours for Pre-Wedding and expedited services), we will proceed with the costs outlined in the email. While we perform a thorough check, please note that dirt may conceal fabric damage, which might only become apparent after cleaning. This is not a fault of the cleaning process.
10. Return Before Processing: If, after reviewing our inspection report, you choose to cancel your order and not go ahead with the gown processing, a handling fee of £30.00 will be required before delivery.
11. Photos: Due to lighting and mark visibility, we do not take photos after cleaning. If you are unhappy with the results, we can re-collect and re-clean at your own risk.
12. Hangers: Hangers are not returnable. If your hanger is personalised or special, please replace it with a disposable hanger or no hanger at all.
13. Shoe Cleaning: We will clean your shoes with the utmost care, using appropriate methods for each material. While we strive to achieve the best possible results, we cannot guarantee that your shoes will look ‘brand new,’ on return. We do not take responsibility for soles and heels that may already be damaged, cleaning may reveal pre-existing damage.
14. Complimentary shipping: Available on an all-day, weekday service to mainland UK. Please contact us with your postal code for a quote and courier details if you live outside this area.
15. Collection: Whenever possible, DPD will send a text on the day of collection with a one-hour time window, though this is not guaranteed. The courier will bring a box for you to pack your gown while they wait. To ensure a smooth process, please have all garments and paperwork ready and near the door.
16. Collection Cancellation: If cancelled on the day, an admin fee of £15.00 will be invoiced for payment.
17. Attempts by courier: Our courier service will try collection twice. If both attempts are missed, the customer must contact DPD directly to arrange the collection.
18. Delivery: Once your gown is ready for return, we will contact you to arrange a delivery date and confirm your return address. Delivery dates need to be confirmed within two weeks of first contact, or storage surcharges may apply.
19. Insurance: In the rare event of loss or damage to an item, Terrington Burchett will compensate in accordance with the Fair Compensation Guidelines provided by the Textile Services Association. It is mandatory to declare the value of your gown when ordering the cleaning and preservation service. If the declared purchase price of the dress exceeds the actual purchase price as per the proof of purchase, the actual purchase price will be used for compensation purposes. Compensation will be proportionate to the declared value in line with the Fair Compensation Guidelines. According to the Textile Services Association guidelines, fair and reasonable compensation should be provided based on the item’s wear and tear, condition, and age. Proof of purchase must be provided for compensation. If the claim is due to loss, the claim cannot be processed until the courier completes all necessary security checks, which can take up to 90 working days.
20. Complaints: If you have a complaint, please contact us on free phone 0800 0935 429 within 48 hours of receiving your gown.
