What happens if your item is damaged or lost — our honest answer
Every garment that comes through our door is logged, tracked and inspected before it's touched. Here's exactly what we do if something still goes wrong — no vague promises, just our actual process.
We know what these items mean to you
A pashmina may have come from your mother. A pheran may carry years of embroidery. A wedding outfit may carry memories that have nothing to do with fabric at all. That's exactly why we built a policy before we ever needed one — not after a customer asked.
This post walks through our real intake-to-delivery process, what counts as "damage," how claims are assessed, and how we compensate when we get it wrong.
"We inspected the shawl under light, logged every old repair, and told the customer before we started — not after."
That's the standard for every single item, every single time.
The four points we track closely
Most "damage" complaints actually trace back to one of these four stages. We inspect and log condition at each one.
At intake
Pre-existing wear, old repairs and weak seams are recorded before cleaning begins, with the customer informed.
In transit
Every pickup is logged item-by-item against your name, so nothing gets mixed up between orders.
During cleaning
Colour-fastness is tested before any solvent touches embroidery, Kashmiri wool or delicate weaves.
At delivery
A quality check compares the finished item against the original intake record before it leaves our studio.
How we resolve a damage or loss report
This is the same four-step process for every case — a torn Kani shawl, a missing sock, or a colour bleed on a wedding suit.
Report it
Call or WhatsApp us within 48 hours of delivery with your order number and the issue.
We investigate
We pull the intake record and cleaning log for that exact item and compare it against your claim.
We decide together
We show you what the intake record noted and explain honestly whether it was pre-existing or caused in-process.
We resolve it
Repair, re-clean, replacement value, or a service credit — depending on what the case calls for.
What we take responsibility for
- Damage caused during our cleaning or handling process
- An item lost between pickup and delivery on our watch
- Colour bleed or shrinkage not disclosed to you beforehand
- Mismatched or swapped items between orders
What we flag honestly upfront
- Pre-existing wear, old repairs or weak embroidery threads
- Fabric that's already fragile from age or prior washing
- Colours that were already known to be unstable
- Anything we're not confident we can clean safely — we'll say so before starting
Questions customers actually ask us
How long do I have to report an issue?
Please report any damage or missing item within 48 hours of delivery, with your order number. This helps us match the item to its exact intake and cleaning record while it's still fresh.
What if the item was already damaged before I sent it?
That's exactly why we inspect and log condition at intake — old repairs, weak seams or worn embroidery are noted and shared with you before cleaning begins, so there's no confusion later.
Do you offer compensation for high-value items like pashmina or bridal wear?
Yes. For high-value or heirloom pieces, we discuss a declared value at intake so that if something does go wrong, compensation reflects the item's real worth — not a generic flat rate.
Can I track the status of my complaint?
Yes — once you report an issue, we share the intake and cleaning log for that item directly with you as part of the review, so you can see exactly what we found.
We'd rather over-explain our process than under-deliver on care.
Book your next pickup knowing exactly how we handle the things that matter to you.