Commitment to Quality
The Peg & Basket Ltd is committed to providing you with the best quality service. We process all items entrusted to us with the highest levels of care and attention and always aim to achieve the best results possible for your garments.  

Satisfaction Guarantee

In the unlikely event that you are unhappy with the quality of your ironing*, laundry or dry cleaning, contact us within 24 hours of receipt and we will re-do the work again, at no extra charge and without fuss. 

Collection / Delivery Service

Collections and deliveries are from, and to, the main entrance only of your property and are subject to suitable adjacent parking being available. All goods must be bagged ready and available for collection on the agreed date. Should the driver be kept waiting whilst attempting a collection or delivery an additional charge will be imposed. All deliveries and collections, including attempted deliveries and collections will be charged for.  Should you need to cancel or re-schedule a pre-arranged collection / delivery please notify us a minimum of 4 hours before your scheduled time slot. We shall endeavour to collect and deliver within the times you request however we will not be liable for any delay or failure to deliver within such requested times. 

Damaged / Lost Items

We take great care with all garments to prevent damage or loss, we adhere to care labels and we use the methods we believe best suit each and every item. We cannot be held responsible for any damage caused through treatment whilst adhering to the care label, or for any loss where items have been left either unattended or with a third party at your request, or where a written number of items is not supplied by the customer at the time of presenting the items to us. Where there is a discrepancy between your count and ours, we will attempt to notify you before proceeding with the work. In the unlikely event of loss or damage occurring through accident or neglect, we will offer compensation to the fair value of the item up to a maximum of 5 times the cost of cleaning the item.

You should note that some materials and fabrics can have inherent weaknesses or defects, and some weaken with time or through the effects of sunlight etc. This can become more noticeable, or result in damage, shrinkage, colour loss etc. when cleaned. We cannot be held responsible for damage caused through inherent weaknesses or defects in materials, shrinkage, colour fastness or damage/loss to buttons, zips, adornments etc. 

Any items without care labels and all items presented to us as service washes, are processed at the customer’s own risk.  See below for further details.

Service Washes

All service wash loads are machine-washed and tumble dried. Items not suitable for machine washing and tumble-drying should not be included in service wash loads. Whilst we endeavour to identify and remove any items not suitable for this treatment, it is the customer’s responsibility to ensure the suitability of their garments.

Stains

We use quality powders, detergents and stain removal agents to ensure optimum cleaning results are achieved, however, some stains are difficult to remove and require treating individually with specific products. These should be highlighted to us at the start and may incur an additional cost depending on the treatment required. Unfortunately, despite our best efforts we cannot guarantee to remove all stains. 

With all stain removal products there is a risk of damage and whilst we take every care to minimise and prevent this, stain removal will only be done at the customers own risk. 

Garment Care Labels

All items presented to us as Delicate Laundry Items and Dry Clean Items are processed in strict adherence to the garment care labels. These labels are attached by manufacturers and give details of how the garment should be processed. We cannot be held responsible for any damage caused through treatment whilst adhering to the care label. Not all garments are care labelled to British Standards therefore items without such labels are processed at the customer’s own risk. 

Ironing Service*

Our ironing service is for clean, freshly laundered garments only. For best results always remove the laundry from the washing machine as soon as the cycle as finished and dry promptly. Take care not to over dry the garments and always fold the items ready for ironing. This will prevent creases from ‘setting’ into the fabrics. Although we use the latest professional ironing equipment, we cannot guarantee to remove ‘set in’ creases and such items are excluded from our Satisfaction Guarantee. 

We take great care when ironing to prevent garments becoming scorched or shiny. Our irons are fitted with a shoe that acts as a buffer between the fabric and the sole plate of the iron to prevent scorching.  We also adhere to care labels and iron garments inside out if we feel there is any risk of damage.  We will not accept responsibility for any previous scorch or shine marks on garments.

Exclusions

We reserve the right to refuse some or all of your order, for any reason.

Payment

All sums due shall be paid in full without any set-off, deduction, counterclaim and/or any other withholding of monies. We reserve the right to withhold goods until full payment is received. Storage charges will be applied for all goods not collected within 1 month.

Complaints Procedure

We will investigate any complaint promptly and fairly. In the event of a dispute requiring arbitration, we will abide by the results of an independent test organisation. The test must be paid for by the customer however should the results rule against us we will happily refund the test fee and offer compensation to the fair value of the item up to a maximum of 5 times the cost of cleaning the item. 

Please note that the majority of garments clean well and damage is extremely rare, however it is important you are aware of our Policy, which is there for your protection and ours. 

We abide fully with the code of practice of the Textile Services Association Ltd. (TSA) produced in consultation with the Office of Fair Trading.  

All orders are processed on the understanding you accept these Terms.