'How do I differentiate what I would like laundered and what I would like dry cleaned?'
We will launder based on the garment care instructions i.e. dry clean only items will be dry cleaned. You can nominate how you want your items cleaned by providing details on one of our Fresh Locker cards (located at the collection facilities) and dropping the card in your bag with your laundry. Items that can be laundered but require hand pressing i.e. pants and dresses will be charged at dry clean prices.
'Where is my laundry &/or dry cleaning returned after being cleaned?'
When you sign-up to our services you select your preferred pick-up location i.e. your buildings End of Trip facilities. Co-located with the Fresh Locker drop-off bins at this location is a collection hanger where garments will be returned (clean & crisp) once laundered or dry cleaned.>
“What does it mean when it says ‘Item Held’ on my returned garments?”
To ensure a high level of quality control, if we detect any marks or stains post cleaning on a particular garment we will hold the item for additional cleaning to ensure it is returned to you in the best possible condition. Unless otherwise specified, the held item will be returned the following business day. If it will take any longer than this you will be contacted via email or phone.
“My business shirt has cracked/chipped buttons!”
There are certain poor quality button varieties that do not withstand the heat from the steam pressing process, mostly on Van Heusen and Country Road shirts. You may notice that buttons on these brands of shirts become chipped or cracked. Unfortunately this is a problem experienced by all laundries. Although this is issue is as a result of button manufacturing, in the essence of good customer service we will replace any affected buttons free of charge. We try to identify this and replace the buttons with higher quality buttons. If your shirt is returned with damaged buttons, please return to us and we will replace the buttons for you free of charge. The easiest way to do this is for you to place any affected shirts back in your laundry bag, with a Fresh Locker card (located on your collection rack) or any note left in the bag stating that the buttons need replacing.'Why is there a difference (and what is the difference) between business and fitted shirts?'
Shirt Cleaning Methods Business Shirts and Fitted Shirts (or tailored shirts) are cleaned using two different methods. Below is an explanation of each shirt and how it is cleaned. If you are unsure what type of shirt you are leaving for cleaning, please contact us. Alternatively, we will clean your business shirt using the method that will best maintain the shirt's fabric and shape. Business Shirts Regular business shirts are most commonly worn. Their shape is loose, rather than tailored. Business Shirts are laundered, pressed on a shirt unit and finished with a hand iron. Fitted Shirts Shirts with a tailored/fitted shape. Many (but not all) are made from elastine based fabrics and are dry cleaned or gentle washed to retain the shirt's shape. Fitted shirts are hand pressed rather than on a shirt unit.
'My items have gone missing, what do I do?'
Fresh Locker reviews each claim on an individual basis. Fresh Locker scans all orders in and out of our distribution centre, which limits the possibility of this occurrence. Fresh Locker will seek to work with building security for claims that have not been scanned, although we do not accept responsibility where a garment hasn’t been scanned in by our team.
"My item has been damaged, what do I do?"
Fresh Locker reviews each claim on an individual basis. Where appropriate, Fresh Locker will look to compensate the user for their damaged garment, subject to the international fair claims guide for consumer textile products. Fresh Locker also limits liability to $500 per claim. Fresh Locker will seek supporting documentation of damage where it is claimed to have occurred.
“How long do I have to claim?”
Fresh Locker reviews each claim on an individual basis. This said, we take a reasonableness approach to claims made against our business. We ask that customers submit any claims for damaged or missing dry cleaning, within one working week of delivering their dry cleaning to their local drop off point.