Terms and Conditions

  • These Terms apply to any Order we accept from you including any Order that is changed under paragraph 4. Note that unless you accept these Terms (by ticking the acceptance box when you set up your account) you will not be able to place an Order.
  • We may change the Terms from time to time and it is the current version which will apply to each Order when you place it. We will notify you of changes to the Terms by email.
  • Please read these Terms carefully and make sure that you understand them before placing an Order. The Terms restrict Our liability to you in certain circumstances. Please see paragraph 10. Please note any Orders without a voucher code and which have a value of less than £20 will be charged £20 as a minimum. Please note that minimum order value may differ depending on location – if you need help with this, contact our Customer Care at customer@pickandrop.co.uk
  • If you need to contact Us at any time about an Order you may do so as set out in paragraph 12.


Explanations for words with capital letters are given below for ease of understanding.
App: pickandrop/
Website: www.pickandrop.co.uk
Event Beyond Our Control: there may be occurrences or circumstances over which we have no control as described in paragraph 5 and including (without limitation) the inaccessibility of any Service Provider, key personnel or key materials without which We are incapable to provide the Services;
Item: any garment or article collected from you in connection with an Order;
Order: your order for the Services as set out in the order form submitted via the App;
Services: personal dry cleaning or laundry services collected from and delivered to your nominated address;
Service Providers: any third party with which we contract in order to assist us in providing the Services;
Terms: these terms and conditions as amended from time to time; and
We/Our/Us: Pick and Drop Services Limited, company number: 1st Floor, 415 High Street, Stratford. London. E15 4QZ.
1. When words i.e. “writing” or “written” are used in these Terms, this will include e-mail and notifications via the App/web platform.


  • Please make sure all orders placed are cross checked before submitting it as: We won’t accept responsibility any errors made. For instance, carefully check that you properly identify each Item. If you think an error has been made, please contact Us as set out in paragraph 8. We will confirm any changes to your Order by email. Changes are also dealt with under paragraph
  • Submission of an Order does not create a contract between us. The contract arises when We send you an email confirming acceptance of your Order. The email will include your billing information.
  • We will assign an order number to each Order and inform you of it when We accept the Order. Please quote the order number in all subsequent contact with Us.
  • If for any reason We are unable fulfil your Order, We will let you know by email


  1. You may make a change to an Order at any time before the collection time set out in Our email acceptance of your Order by contacting our Customer Care at customer@pickandrop.co.uk
  2. With your consent and at our discretion, We may make a change to your Order as an alternative to cancelling it.
  3. Where changes are made to an Order under either of the preceding sub-paragraphs We will re-issue the Order confirmation to you via email.


  1. You have the following limited rights to cancel an Order.
  2. You may cancel or reschedule your Order with no additional charge in the following circumstances:
    • at any time up to four hours before the collection time – set out in our email acceptance of your Order – via the App or by contacting customer@pickandrop.co.uk or
    • If, after we have collected your Item(s), we are affected by an Event Outside Our Control by contacting our Customer Care at customer@pickandrop.co.uk
    • You acknowledge that (subject to paragraph 4.4) once an Item has been collected from you, we have begun providing the Services to you and that any rights of cancellation or rescheduling you may have under the Consumer Contracts Regulations or any equivalent law or regulations will be lost.
    • Cancelling or rescheduling your order less than four hours before a collection or failing to be present for collection will incur a £10 additional charge.
    • Rescheduling your delivery less than four hours before a delivery or failing to be present for delivery will also incur a £10 additional charge.


  1. We may cancel your Order and the contract between you and Us in the following circumstances:
  2. as a result of an Event Outside Our Control; or
  3. if you fail to make Items available for collection; or
  4. if we consider that any Item does not correspond with the Order, is damaged, has no Information about its content or cleaning instructions, or does not fall within those Items which we accept (for a full list of excluded items please refer to (pickandrop.co.uk/FAQ).
  5. If we cancel your Order we will contact you by phone or email and
  6. where We have already started work on your Order, We will not charge you anything and you will not have to make any payment to Us;
  7. We will arrange to redeliver the Item(s) to you at the original redelivery time or as soon as reasonably possible.


  1. Dropping off Items
  2. We have shops and outlets across the UK; you can drop off your laundry during shop opening Hours. Our shops are usually open between 6 am – 6 pm daily. Saturdays 10 am – 6 pm. We are closed on Sundays.
  3. Check your order is complete in the shop. No liability for missing items once you leave. Uncollected items may be disposed of after 90 days. We will not be held liable for any loss that you may suffer in such an event.
  4. You acknowledge and agree to the material and content contained within this App/website when you click to accept our terms and condition.


  1. We endeavour to deliver your items according to your chosen delivery slot time, however, due to London traffic, circumstances may arise which makes it impossible for our drivers to deliver at the time originally requested. In these rare instances, we promise to notify you of the delay ahead of time and reschedule if necessary, subject to availability.
  2. If you need to change your booking time for any reason, please inform us as soon as possible, so we can rearrange your delivery.
  3. If there is no response from you or we are unable to gain access to your property at the scheduled time, we will contact you via given contact number to rearrange your delivery, however we reserve the right not to accept any further orders, cancel orders or to terminate your account with Pick and Drop if this occurs repeatedly.
  4. Collection and deliveries for this service are through our Drivers. Collection and delivery slots are Monday-Friday between 6 am – 6 pm and Saturdays from 10 am – 6 pm, bank holidays are excluded for non-commercials oders.
  5. Please note delivery restrictions apply, available in the UK mainland only for commercial customers. For non-commercial customers, we cover Bexleyheath and Stratford for now and will update our clients as coverage increase. If you are a non-commercial customer and would like us to deliver it to your area, please call our Stratford office to see availability.


  1. We will provide the Services with reasonable care and skill in accordance with good industry standards.
  2. We will not be liable for any delay or non-performance of our Services where you have failed to provide accurate information in your Order, for example if an address is incomplete or inaccurate, or if you fail to accept redelivery of Items in accordance with an order.
  3. We will not be liable for any item provided without a care label, but our experts will clean in a manner they deem most appropriate.
  4. We may contact you by phone or email if we consider any Items submitted to us to be at an increased risk of damage, including, but not limited to, Items:
  5. with special requirements or instructions for cleaning;
  6. which are damaged or stained; and
  7. bearing an extraneous or hazardous thing, e.g., pins, jewellery, coins, pens, etc.
  8. and at our discretion and with your consent may agree to provide the Services at your risk in respect of those Items.
  9. Wash and Fold Orders
  10. Checking Items
  11. Please ensure to thoroughly check all the garments for hazardous items e.g. coins, pens, keys, etc. as we hold no responsibility for any items lost or damaged as a result of the cleaning process.
  12. Washing and Drying Process
  13. The load is washed at a 30 degree cycle and tumble dried on a medium heat. As we process a high volume we will not be able to cater to personal requirements (e.g. temperature, washing powders, etc.). Please note that the items are not ironed.
  14. Colour Separation
  15. We will separate the clothes into lights and darks for you. Although we will take the utmost care in doing this we will accept no responsibility if there is any bleeding or colour transfer during the cleaning process.
  16. Size of Bag
  17. We will measure the laundry by weight. The minimum weight is 6kg and every kg over 6kg we will charge accordingly. We will update this after we have weighed it at the facility and you will receive a confirmation email. Any orders below 6kg will be charged at the Wash, Tumble Dry & Fold price.
  18. Damaged Items
  19. We will not be liable for damage to items as we wash by the load and do not inspect the care labels of each garment. For garments that need to be specially treated i.e. leather, silk, cashmere, fur, velvet and other delicate garments, please ensure that these items can be machine washed and tumble dried.
  20. Excluded Items
  21. The Wash and Fold will not include any bedding and towelling products. If these are included then it will added as an individual product and your bill will be amended accordingly.
  22. Tagging Laundry items are tagged by the load and not individually tagged. Therefore, we cannot accept any liability for missing items.
  23. Pre-paid Bundles, including 50x Pre-paid Shirts, 100x Pre-paid Shirts, 10x Pre-paid Two-Piece Suits and 15x Pre-paid Dresses
  24. Pre-paid bundles including but not limiting to 50x Pre-paid Shirts, 100x Pre-paid Shirts, 10x Pre-paid Two-Piece Suits and 15x Pre-paid Dresses are pre-paid bundles which offer a discounted, bulk rate. You do not need to order all items in a bundle at once.
  25. Customers ordering aforementioned bundles will be provided with a reusable voucher code for the redemption of subsequent orders included within the purchased bundle.
  26. All pre-paid bundle vouchers are subject to the same terms and conditions of Section 18 unless stated below.
  27. All pre-paid bundle vouchers have a minimum order of £50.
  28. Pre-paid bundles are non-refundable.
  29. Pre-paid bundles can only be used on the account used to purchase the voucher and cannot be exchanged or traded.
  30. Pre-paid bundle vouchers will expire 12 months after purchase.
  31. Pre-paid bundles may be affected by changes to pickandop’s coverage and service terms.
  32. The purchase of pre-paid bundle includes an initial collection of items, which is deducted from the total balance of pre-paid items.
  33. Pre-paid bundle vouchers will be sent to customers after the successful delivery of their initial order, at which point payment is collected.
  34. Pre-paid bundles are already heavily discounted. Customers cannot use further discounts or vouchers when purchasing a pre-paid bundle.
  35. You can only use one Pre-paid bundle voucher per order.


  1. We employ a special cleaning programme for all curtains; however, there are some inherent risks such as:
  2. Shrinkage of up to 4% may occur. This is roughly equivalent to 4″ on curtains 8’6″ long
  3. Sunlight, age, general wear and tear and certain atmospheric conditions will have weakened the fabrics which would cause them to shred during the cleaning process.
  4. Some glazed fabrics will become fully or partially delustered.
  5. Cleaning will remove soiling which may reveal:
    • Sunlight
    • Yellowing of fabric through smoke damage
    • Colour loss caused by wear
    • Condensation ‘tide’ marks
    • Hidden staining


  1. If there is any problem with the Services:
  2. please contact our Customer Care by email at customers@pickandrop.co.uk as detailed on the App and tell Us as soon as reasonably possible;
  3. if you have a complaint about the Services we will deal with it in accordance with our Complaints Policy, available at www.pickandrop/complaints.
  4. You will not have to pay for Us to deal with your complaint.
  5. Complaints should be notified to Us within 24 hours of redelivery of any Item if you believe that We are in breach of our obligations under these Terms.
  6. As a consumer, you have statutory rights if our Services are not carried out with reasonable skill and care, or if the materials used are faulty or not as described. Advice about your legal rights is available from your local Citizens’ Advice Bureau or Trading Standards office. Nothing in these Terms will affect these legal rights.


  1. The price of the Services will be set out in Our price list as set out in the App or at www.pickandrop.co.uk/prices and will be the price in force at the time you place your Order. Our prices may change at any time, but price changes will not affect Orders that We have accepted in accordance with paragraph 1.3.
  2. Our prices include VAT. However, if the rate of VAT changes between the date we accept your Order and the date of payment, We will have to adjust the rate of VAT that you pay.
  3. Upon placing an Order we capture the payment but do not directly charge your card although some banks will show it as a recent transaction. We process payments when we have received your Order at the facility and after cleaning. If your final total is greater than your captured total (i.e. we need to update your Order accordingly) it may show on your recent transactions but the captured amount will be released when we have taken the full payment. We will take payment from the debit or credit card, details of which were supplied with your Order. If for any reason we are unable to take payment you will become liable to Us for the sum due plus interest at the rate 3% a year above the base lending rate of Barclays Bank PLC from the time to time. Interest will accrue on a daily basis from due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay Us interest together with any overdue amount.
  4. We reserve the right to apply a minimum payment of up to 30 pence to any orders valuing between 1p and 29p. For more information about this minimum payment, please contact customers@pickandrop.co.uk


  1. In the unlikely event of loss or damage to an item, Pick & Drop will pay compensation in line with the Fair Compensation Guidelines as provided by the Textile Services Association.
  2. The Textile Services Association guidelines indicate that fair and reasonable compensation be paid on the basis of allowing for wear and tear and the age of the item. It is considered reasonable for Pick & Drop to ask for receipts, bank or credit card statements confirming the purchase price prior to agreeing any compensation. Failure to produce a valid proof of purchase may limit the compensation amount offered.
  3. Subject to the following subparagraphs, you will be compensated (in accordance with 10.1) for loss or damage which is due to Our Negligence.
    • We will not be responsible for any single item valued at more than £500 unless we have received (and acknowledged) notification via email to customer@pickandrop.co.uk.
    • We will not be responsible to you for any loss or damage that is foreseeable. Loss or damage is foreseeable if it is an obvious consequence of Our breach or if it was contemplated by you and US at the time we entered into a contract for the Services.
  4. We only supply the Services for domestic and private use. You agree not to use the Services for any commercial, business or re-sale purpose, and We have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
  5. We will not be responsible for any loss or damage (including, without limitation) any colour loss, shrinkage or other damage, resulting from the following:
    • failure to notify us of any special requirements or instructions for cleaning the Item;
    • the fact that the Item has no label indicating cleaning instructions;
    • any existing damage to the Item at the time of collection;
    • any extraneous objects left in or on the Item, including but not limited to: coins, buttons, jewellery, cufflinks, collar stiffeners, pens or tie clips
    • and extraneous packaging provided with the Item, including but not limited to: clothes hangers, suit bags or personal laundry bags
    • our acceptance of Items which we agree to provide the Services for under paragraph 8.3;
    • our agreement … paragraph 7.3;
    • 8 our disposal of Items under paragraph 7.4;
  6. We do not exclude or limit in any way Our liability for:
    • death or personal injury caused by negligence;
    • fraud or fraudulent misrepresentation;
    • breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession);
    • breach of the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples); and
    • defective products under the Consumer Protection Act 1987.
    • We will not be liable for any consequential loss.
    • We will not be liable for any damage to buttons, zips, and other similar parts (fastenings/embellishments/etc.).
    • Pick & Drop uses a semi-permanent heat-sealed sticker ticketing system. By placing an order with Pick & Drop, you agree that you item(s) may be tagged in this manner. Pick & Drop will always look to position these as inconspicuously as possible. We strongly advise customers to not remove these stickers and Pick & Drop cannot accept liability for any damage caused by removal by the customer or a third party. Please contact customer@pickandrop.co.uk for support.
    • In the event we issue compensation for damage caused to an item(s) in our care, be it monetary or a replacement, Pick & Drop reserves the right to retain permanent ownership of damaged item(s).


  1. We will not be liable or responsible for any failure to perform, or delay in performance of, any of Our obligations under these Terms that is caused by an Event Outside Our Control.
  2. An Event Outside Our Control means any act or event beyond Our reasonable control, or the reasonable control of any of our Service Providers including (without limitation) strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or closure or failure of public infrastructure or public or private telecommunications networks.
  3. If an Event Outside Our Control takes place that affects the performance of Our obligations under these Terms:
    • We will contact you as soon as reasonably possible to notify you; and
    • Our obligations under these Terms will be suspended and the time for performance of Our obligations will be extended for the duration of the Event Outside Our Control; or
    • You may cancel your Order under paragraph 5.2 or We may cancel it under paragraph 6.1.1.
    • If your Order is cancelled We will return your Item(s) to you at no cost to you.


  1. We are a company registered in England and Wales. Our company registration number is 08180600 and Our registered office is 1st Floor, 415 High Street, Stratford. London. E15 4QZ.
  2. If you have any questions or if you have any complaints, please contact Us. You can contact Us by emailing Us at customer@pickandrop.co.uk, or send a request via the App.
  3. If you wish to contact Us in writing, or if any paragraph in these Terms requires you to give Us notice in writing, you can send this to Us by e-mail at enquiries@pickandrop.co.uk. We will confirm receipt of this by email. If We have to contact you or give you notice in writing, We will do so by e-mail to the address you provide to Us in the Order.


  1. We check each and every garment before it is returned. However, if you are not completely satisfied then simply contact us within 24 hours of delivery and we guarantee to re-clean your items free of charge. Any re-clean requests submitted after 24 hours will be considered on a discretionary basis.
  2. To request re-cleaning for your items please email our Customer Care team, explain the problem and attach any relevant photos. A Customer Service agent will contact you to arrange a suitable time for recollection.


  1. The re-cleaning only applies to individual items which have been cleaned by Pick and Drop and the original dry cleaning ticket must be attached.
  2. Please note it is not always possible to remove stains. If we cannot remove a stain customers will be informed according to the ticket which is attached to their items. In this instance, we are not able to offer a complimentary re-clean.


  1. We may transfer Our rights and obligations under these Terms to another organisation, and We will always notify you in writing if this happens, but this will not affect your rights or Our obligations under these Terms.
  2. This contract is between you and Us. No other person shall have any rights to enforce any of its terms.
  3. Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
  4. These Terms are governed by English law and will be subject to the exclusive jurisdiction of the English courts, unless you are a resident of Northern Ireland or Scotland, in which case you may also bring proceedings in Northern Ireland or Scotland as appropriate.
  5. In order for Pick and Drop to authorise orders for any items we consider a risk, we require each customer to complete & sign a Customer Consent Form. Items we consider a risk are, curtains, rugs, leather, suede, wedding/evening/beaded dresses and or other household or non-clothing items.
  6. You acknowledge and agree that the material and content contained within this website is made available for your personal non-commercial use only and that you may only download content (via page cache) for the purpose of using this website.
  7. Any questions you may have about these terms and conditions should be directed to; customer@pickandrop.co.uk