Forloom · Customer Care
We handle every garment like it's our own but if a pickup, a clean, or a delivery doesn't go as it should, here's exactly what we'll do about it.
As a service not a shop selling goods there's nothing to "return." Instead, this page explains how we put things right when a service falls short: a lost item, a damaged garment, a late delivery, or a mix-up with your order. This policy is written to be fair to you and consistent with Nigeria's Federal Competition and Consumer Protection Act (FCCPA), which entitles you to a remedy repair, re-cleaning, or a fair refund whenever a service is defective.
If an item can't be located after your order was due, tell us through the chatbot with your order ID. We'll search our facility for up to two business days. If it genuinely can't be found, we'll refund or credit you based on the item's declared value, up to the cleaning fee standard practice across the industry, since we can't independently verify an item's original price.
If a garment is torn, shrunk, discolored, or otherwise damaged because of an error on our end during cleaning, we'll offer a repair, a free re-clean, or fair compensation whichever best fixes the problem. We don't hide behind "no refunds" under the FCCPA, we can't limit our liability for our own negligence, and we wouldn't want to.
Running behind our promised time happens occasionally. If your order is delayed past 24 hours from the time we confirmed, let us know your order ID we'll prioritize reprocessing it and, where the delay is significant, waive or refund the delivery fee.
Received someone else's garment, or missing a piece from your order? This is one of the fastest fixes flag it with your order ID and we'll locate the correct item and arrange an exchange or delivery at no extra cost.
Please check pockets before drop-off. We're not liable for cash, jewelry, electronics, or other valuables left in garments our process isn't designed to safeguard personal items, only to clean clothing. Anything we do find is set aside and returned with your order where possible.
Open the chatbot on any page and describe what happened. It will ask for your order ID to confirm the order is genuine before your complaint reaches our team this keeps the process quick and fair for everyone. We aim to respond within 24 hours.
What this policy doesn't cover
Forloom Assistant
Need to report a problem? Let our assistant handle the legwork. Whether you're a regular user or just getting started, our chatbot makes submitting a complaint straightforward. Instead of navigating complex forms, you'll have a guided conversation that collects exactly what our admin team needs: your Order ID, name, and email address. The bot forwards these details directly to our internal dashboard so we can locate your order, verify the issue, and work on a fix immediately. Having these details ready upfront means faster resolution and fewer follow-up questions.
Order ID · Name · Email
Resolved fast