What if an item is missing or damaged?

Report within 24 hours of delivery via WhatsApp or email. Within the 24-hour window: we investigate (we have logged item counts and photos), and if we find the item we deliver it free; if we cannot find it, we credit you the replacement value up to 1500 THB per item (~$42 USD). For items above 1500 THB value (designer clothing, expensive watches), we ask that you flag at booking so we apply higher tracking. Items reported after 24 hours: investigated but resolution becomes case-by-case. The 24-hour window is real — we have actual logged counts that age out after 24 hours.

Same 24-hour window. Send us photos of the damage immediately + photo of the item before pickup if you took one. We assess: (1) Was it our error (chemistry, machine setting, mishandling)? Then we re-clean free or replace up to ceiling. (2) Was it inherent to the garment (label-mislabelled care, fabric naturally damages with washing)? Then we explain honestly and don't charge for re-cleaning but no replacement. About 70% of damage reports are our error, 20% are pre-existing damage we didn't cause, 10% are fabric-inherent issues. We're honest about which category each falls into.

Default ceiling: 1500 THB per item (~$42 USD). For items above this value, flag at booking and we apply premium tracking (item-by-item count rather than per-bag, premium handling). Tracking premium: 50 THB extra. Maximum replacement we cover with premium tracking: 5000 THB per item (~$140 USD). Above 5000 THB: we can't replace, and you'd need to add personal-belongings travel insurance (most travel insurance covers up to $500-2000 per garment).

Three steps: (1) We pull the order's photos taken at intake (we photograph every bag of items at our centre before processing). (2) We compare to the item count we recorded. (3) We physically search the centre and any nearby orders' bags. About 30% of 'missing' items turn out to be misplaced in another customer's bag (we find them within 24 hours and deliver). 50% are genuinely lost — we credit replacement value. The remaining 20% are 'wasn't actually in the original bag' — usually the customer remembered packing it but didn't.

Photos of your laundry before pickup are the gold standard. Specifically: (1) Lay out the items on a flat surface, photograph from above. (2) Photograph high-value items individually with brand label visible. (3) If you book pickup, take a quick phone photo before sealing the bag. About 5% of our customers do this. For tourists with valuables in their laundry, taking photos is genuinely useful — settles disputes quickly, leaves no doubt. For routine cotton t-shirts, no photo needed.

This happens occasionally — bags get mixed at delivery. Tell us immediately when you notice (the wrong size shirt, a different label, etc.). We immediately contact the other customer to swap. About 95% of swap incidents resolve within 24 hours via swap delivery. The remaining 5%: the wrong-recipient already left Bangkok, we can't recover the original. In that case, we credit you the value (up to 1500 THB per item). We have specific protocols for swap incidents; report them as soon as you notice.

Both options. (1) Service credit: applies to your next order with us. Tourists who'll return to Bangkok within 12 months prefer this. (2) Direct refund: refund to your card or PayPal within 24 hours. For tourists who won't return, direct refund is right. Tell us which you want when reporting the issue. The default is direct refund — we don't lock you into a credit if you'd rather have your money back.