Straight answers
Frequently asked questions.
The things people ask at the counter, answered the way we answer them there.
Pickup and delivery
Where does the van go?
Twelve neighbourhoods around Kensington: Kensington, Hillhurst, Sunnyside, West Hillhurst, Crescent Heights, Bridgeland, Mount Pleasant, Tuxedo Park, Parkdale, Eau Claire, Downtown West End, Beltline. Outside them, ask us. We often say yes.
Is pickup really free?
Yes, on orders of $35 or more, and always on the weekly route. Smaller one-off orders are $6 per trip.
Do I have to be home?
No. Leave the bag at the door, with the concierge or in a spot you tell us about. We text a photo when we have it.
How do I change or skip a pickup?
Text us by 3 PM the day before. Changes and skips are free.
Prices and payment
Why are your prices ranges?
Fabric, length and trim change the work. A cotton shirt and a silk blouse are not the same job. You always hear the exact price before we start.
How do I pay?
At the counter by card or tap. For pickups, we text a secure payment link once your order is counted, or you can keep a card on file.
Do you charge for stain removal?
No. Stain work is included on every item we clean.
Stains and damage
Will you get my stain out?
Often, but not always. Old or heat-set stains may stay. If trying harder could hurt the fabric, we stop and call you first.
What if something gets damaged?
If it was our fault, we repair it at our cost or pay a fair value based on age and condition. Tell us within 7 days of getting it back.
What do you do with things left in pockets?
We bag them and send them back with your order. Please empty pockets anyway. Pens are the enemy.
Timing
How does same day work?
Monday to Friday, in by 9 AM, ready after 5 PM. It is $6 per order and covers everyday clothes, not gowns, coats or household items.
How long do you keep finished orders?
90 days, with three reminders. After that, clean items go to a local clothing bank unless you ask us to hold them.
Wedding and special items
Do you clean leather and suede?
We send them to a leather specialist we have used for years. One price from us before it goes. Allow 2 to 3 weeks.
How soon should I bring in my wedding gown?
Within a few weeks of the wedding if you can. Sugar and sweat stains set over months.
Ready for your first pickup?
Book a window, leave the bag out, and get it back clean in about 2 business days. Pickup is free on orders of $35 or more.
Next van window: Weekday mornings and evenings