Terms and conditions

What these terms cover. These are the Terms and Conditions on which we supply products to you, whether these are goods, services or our online website content.

Why you should read them. Please read these Terms carefully before you use our services or submit any order to us. These terms tell you who we are, how and on what basis we will provide products to you, how you and we may change or end the contract, and what to do if there is a problem. We recommend that you print and date a copy of these Terms for future reference.

Your acceptance of them. By using our services, you confirm that you accept these Terms and Conditions. We do amend these Terms from time to time. Every time you visit the website, we ask that you check this page to ensure that you understand the terms that apply at the time..

About Hicks of Chelsea. Hicks of Chelsea is provides aftercare for clothing, shoes, bags & leather goods. Our services include dry cleaning, laundry, tailoring & alterations and shoe & handbag restoration. We specialise in the cleaning and repair of luxury and designer items including premium leather goods. You can visit us at our Pavilion Road store in Chelsea, London, or access our convenient online and courier services if you are further afield.

Company information.  “Hicks of Chelsea” is a trading name of Hicks of Chelsea Ltd (“We,” “Us,” “Our”), a company registered and incorporated in England and Wales with company number 12521594.

How to contact us. You can contact us by emailing us at info@hicksofchelsea.com

These Terms. In these Terms & Conditions, “we” means Hicks of Chelsea and “you” means you – our very important customer.

Our Service. We provide specialist cleaning, restoration, and renovation for clothing, shoes, and bags. Every item is handled with professional care and treated using industry-standard methods.

Satisfaction & Results. We always aim for the best possible outcome. Because materials and pre-existing conditions vary, we cannot guarantee specific results. Any concerns will be reviewed in line with these Terms & Conditions.

Loss or Damage. In the rare event that an item is lost or damaged while with us, liability is limited to the item’s current market value, agreed between us and the customer. We do not offer new-for-old replacement. Maximum total payout: £2,000. In the event that you provide us with goods with a market value over £2,000, it is your responsibility to insure for any accidental loss and/or damage that might be incurred over this £2,000 cap.

Liability and Exclusions for Dry Cleaning. Unfortunately, we cannot be liable for:

(a) Any item which suffers colour loss /colour run/ shrinkage/ texture change/ pulled material, additional staining and or any damage, during the cleaning process, whereby the manufacturer’s care label instructions have been adhered to, and or were we have tested the textile prior to cleaning (due to no care label), and it consequently fails during any cleaning method employed by us.

(b) In any instance where you supply garment covers, shoehorns, or cloth protection covers for shoes or handbags, you do so entirely at your own risk. The company will not be liable for any loss of or damage to these items.

(c) Any item which is damaged by any accessory on that item E.g. zips, belts, buttons, beading, broaches, leather strips and patches during the cleaning process. This is not an exhaustive list

(d) Any item that does not show cleaning instructions, and has not shown colour fastness dye following testing, that runs on other garments, or a dark colour onto a lighter colour in the same garment.

(e) Any item which, due to wear and tear or due to its integral nature, is unable to withstand an industrial laundered or dry-cleaned process Items made of fine or fragile materials, especially those with moth holes, may contain additional weakened fibres not visible until the cleaning process begins. Cleaning can reveal or enlarge these areas. We cannot accept liability where structural weakness pre-exists. E.g., shirt cuffs, collars, and body, any abrasions on garments from friction marks from handbags and belts and accessories ,to garment stress areas, such as crotches, seats, knees and all hems.

(f) Stains – We cannot guarantee the result of the cleaning process and the removal of stains. If a customer requests a second cleaning in an attempt to remove a stain, they must sign a waiver allowing us to use intensive cleaning methods. Please be aware that these methods may potentially damage the fabric.

(g) Any leather, suede and or fur garment we will require a completed and signed Customer Consent Form or “informed consent” confirmation to authorise the processing of any item, as these are considered high risk. We also request this form to be completed for processing – you accept and agree that no liability for damage will lie with the company.

(h)) Any wedding ,bridesmaids, christening, evening and cocktail dresses and wear we will require a completed and signed Customer Consent Form or “informed consent” confirmation to authorise the processing of any item, as these are considered high risk. We also request this form to be completed for processing – you accept without modification and agree that no liability for damage will lie with the company.

Liability and Exclusions for Shoe & Bag Cleaning or Repair. Unfortunately, we cannot be liable for:

(a) Our specialist and unique cleaning techniques and technologies often yield great results. However we do not promise, warrant or guarantee to remove any or all stains, defects and faults present nor pertaining to your items. This includes latent stains, defects and faults which only become apparent during the cleaning, repair or restoration process. Similarly, we cannot promise, warrant nor guarantee that we will be able to disguise natural flaws or remove any adhesives, or achieve any other desired result. It is also possible that, notwithstanding our best efforts, any attempt to clean, repair or restore your items may aggravate, worsen or make more apparent these latent defects, stains or faults. We bear not liability for any such damage. Please note that you bear the risks of all works performed on the items.

In particular, we note that with age, leather and suede shoes and handbags can become worn and discoloured. Dirt on the item can sometimes hide this wear and tear which can be exposed during the cleaning process. If this happens you will be notified and offered an upgrade to your service to restore the colour to these areas where possible. It is not our cleaning process that has caused this damage and so we will not be liable for it. Dirt can also be mistaken for shine, which in the cleaning process will be removed. Bag Spa are not responsible for the loss of shine during the cleaning process.

(b) We cannot guarantee removal of any and all stains. Linings that are heavily soiled may be particularly difficult to clean satisfactorily. The basic price of cleaning does not include the removal of heavy or ingrained stains. If a stain cannot be removed on a leather item, we will endeavour to cover the stain with the appropriate colour. This process cannot be done on suede, nubuck, canvas or fabric. This service is not included within the price of cleaning.

(c) Suede/Nubuck – some types of stains may not be removable and stains already present may become more obvious with cleaning. Because of the nature of the material, significant improvements are not always possible. In some cases, colours can become faded with cleaning, and any embossed print can be affected. Natural skins often show colour loss during cleaning or treatment. This is normal and can occur due to the nature of these materials and general wear. Such colour changes are not considered damage.

(d) Restoration work and dyeing - During the Colour Restoration process, we cannot guarantee that any contrast coloured stitching will remain untouched. The more work that is required to restore your item the more processes and products will be required. This may in certain circumstances slightly alter the way your shoes or bag feel. At all times we will endeavour to keep the item to as near to the original as possible. When we restore the original colour or dye an item a different colour, we cannot guarantee a 100% colour match—especially with patent leather, due to its unique finish and reflective nature. We always do our best to match the colour as closely as possible, but please note that this is a repair service, not factory production. Colour matching in a workshop will never be identical to the original factory-applied finish.

Suede dyeing is quite different and more difficult than the standard grain leather dyeing, as suede is an “open leather” type; it absorbs the dye and mixes it with the base colour. Hence the end result is always a derivative of these two colours.8. Agreement. By leaving an item with us, the customer is considered to have accepted and agreed to these Terms & Conditions.

Questions, complaints, comments or service contact: You must notify us of any problem or complaint you have with the workmanship on the Item(s) within seven days of you receiving or collecting the Item(s). If you notice a mark, stain or blemish that is on the Item you must notify us of this within 24 hours of receiving or collecting the Item (as above). Where there is a dispute over any work carried-out, the record on our Management System is taken as the final order for the work.

We cannot accept returns or requests for refunds on the basis of the customer’s change of heart. We cannot accept returns or requests for refunds where a change to an order had been requested and that change could not be fulfilled.

We will not be liable for any damage to – or deterioration of/in – the item resulting from use or application of inappropriate products or inappropriate use/misuse of the Item following delivery of the order. If we are found to be at fault we will endeavour to repair and/or alter the Item to your satisfaction at our cost. In all circumstances, this will be the first course of action. Where the item has to be returned to us for this purpose, we will reimburse your costs of dispatch with evidence of a valid receipt/invoice. If the fault is through misuse or customer liability any work to rectify the fault will be at your own cost.

Any claim settled will be on the condition that it is accepted by the customer as a full and final settlement. Hicks of Chelsea keep photographic records of all work before and after the work has been carried out.

Agreement. By leaving an item with or sending an item to us, the customer is considered to have accepted and agreed to these Terms & Conditions. These Terms & Conditions do not affect your statutory rights.