How do I differentiate what I would like laundered and what I would like dry cleaned?’

We will launder based on the garment care instructions, i.e. dry clean only items, will be dry cleaned. You can nominate how you want your items cleaned by providing details on one of our Five at Heart cards (located at the collection facilities) and dropping the card in your bag with your laundry. Items that can be laundered but require hand pressing, i.e. pants and dresses, will be charged at dry clean prices.

‘Where is my laundry and/or dry cleaning returned after being cleaned?’

When you sign up to our services you select your preferred pick-up location, i.e. your building’s end of trip facilities. Co-located with the Five at Heart drop-off bins at this location is a collection hanger where garments will be returned (clean and crisp) once laundered or dry cleaned.

“What does it mean when it says ‘Item Held’ on my returned garments?”

If we detect any marks or stains post cleaning on a particular garment we will hold the item for additional cleaning, to ensure a high level of quality control and items to be returned to you in the best possible condition. Unless otherwise specified, the held item will be returned the following business day. If it will take any longer than this you will be contacted via email or phone.

“My business shirt has cracked/chipped buttons!”

There are certain poor quality button varieties that do not withstand the heat from the steam pressing process (e.g. Van Heusen shirts). You may notice that buttons on these brands of shirts become chipped or cracked. Unfortunately, this is a problem experienced by all laundries. Although this issue is a result of button manufacturing, we will replace any affected buttons free of charge. We try to identify this and replace the buttons with higher quality buttons. If your shirt is returned with damaged buttons, please return to us and we will replace the buttons for you free of charge. The easiest way to do this, is for you to place any affected shirts back in your laundry bag with a Five at Heart card (located on your collection rack) or any note left in the bag stating that the buttons need replacing.

‘Why is there a difference between business and fitted shirts (and what is the difference)?’

Business shirts and fitted shirts (or Tailored Shirts) are cleaned using two different methods. Below is an explanation of each shirt and how it is cleaned. If you are unsure what type of shirt you are leaving for cleaning, please contact us. Alternatively, we will clean your business shirt using the method that will best maintain the shirt’s fabric and shape.

Business shirts
Regular business shirts are most commonly worn. Their shape is loose, rather than tailored. Business shirts are laundered, pressed on a shirt unit and finished with a hand iron.

Fitted shirts
Shirts with a tailored/fitted shape. Many (but not all) are made from elastin based fabrics and are dry cleaned or gentle washed to retain the shirt’s shape. Fitted shirts are hand pressed rather than on a shirt unit.

‘My items have gone missing, what do I do?’

Please let us know immediately and email

Five at Heart reviews each claim on an individual basis. Five at Heart scans all orders in and out of our distribution centre, which limits the possibility of this occurrence. Five at Heart will seek to work with building security for claims that have not been scanned, although we do not accept responsibility where a garment hasn’t been scanned in by our team.

“My item has been damaged, what do I do?”

Five at Heart reviews each claim on an individual basis. Where appropriate, Five at Heart will look to compensate the user for their damaged garment, subject to the international fair claims guide for consumer textile products. Five at Heart also limits liability to $500 per claim. Five at Heart will seek supporting documentation of damage where it is claimed to have occurred.

“How long do I have to claim?”

Five at Heart reviews each claim on an individual basis. This said, we take a reasonableness approach to claims made against our business. We ask that customers to submit any claims for damaged or missing dry cleaning, within one working week of delivering their dry cleaning to their local drop off point.