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FAQ Klin.lu

Top Questions

 

  1. Is there a minimum order size for Daily Wash?

No, there is not. However, do consider that we charge you €5 delivery fees if the entire order is below €25.

 

  1. How does Klin ensure quality?

At Klin, we take great pride in providing high quality cleaning for every garment in your closet. We have built several steps into our process to ensure that your clothes always receive the best care:

  • We rely on our experience: Our Operations Manager has over 20 years of industry experience and applies this knowledge on a daily basis to give your garments the best possible care.
  • We work with the best products and machinery: Our state of the art machines in combination with a select number of quality washing products ensure that the fabrics of your garments are as little affected as possible.
  • We have quality built into our internal process:  We have several additional processes outside of the cleaning process in place to ensure that your garments are inspected while they are in our care. No item can pass our “Quality Control” check and be returned to you without a member of our internal team reviewing it.
  • We’ll do what it takes to get everything right: We are confident that your items will receive the best quality cleaning possible. If you find a stain that has slipped through the cracks or your garment doesn’t meet your quality standards, please e-mail moien@klin.lu and we’ll provide a complimentary re-cleaning.

 

  1. What can I expect to happen on my first order?

Picking up your order
  • You will receive a 15-minute reminder via SMS prior to your Klin Valet’s estimated time of arrival at your door. If for some reason you cannot accommodate the scheduled pick-up, please reply ‘No’ as soon as possible to that text.
  • Your Valet will arrive within your requested timeslot.
  • Your Valet will provide you with two different color-coded Klin bags.
    • Green = Dry Clean/Launder & Press
    • White = Daily Wash
    • If possible, prepare and sort your clothes and other items that will need cleaning, prior to the arrival of the valet.
  • Your Valet will explain in detail what can go in each bag and the various options you have for the delivery of your items.
  • Your Valet will also go over our delivery schedule with you, including our optional Rush Services.
  • Our Standard Delivery is generally 48 hours after pickup.
  • If you need your clothes returned quicker, a 24-hour rush service is available for a €10 surcharge. If you have any special instructions regarding your clothes and other items (e.g. stains or delivery instructions), please leave your comments in the comment box during the order process or inform your Valet.
Cleaning your order
  • After pickup, the items are delivered to our own cleaning facility in Foetz.
  • Once we have processed your bag you will receive a detailed email including a list of the items you put in our care and the price.
  • For your protection and overall peace of mind, we have multiple layers of inspection and control to ensure high-quality at all times.
Delivering your clean order
  • We will send you a text 15 minutes before delivering your order. If for some reason you cannot accommodate the delivery, please reply ‘No’ as soon as possible to that text.
  • Klin…and repeat!

 

  1. Can I get my order turned around next day?

Next day delivery is definitely available!

We offer 24-hour turnaround for an additional Rush Service fee of €10.00. You be can ensured to receive your order back the next day by submitting a request to our Valet or emailing to order@klin.lu.

 

  1. Can I receive a delivery if I’m not home?

We are currently working on a solution that will make it possible for you to leave and receive your laundry without being present.

 

  1. How do I schedule my first Klin order?

You can schedule your first Klin pickup on our website (www.klin.lu), or call us at +352 26378898. If you have any difficulties, feel free to email us at moien@klin.lu – our team is always happy to help!

 

My first Klin

 

  1. How do I schedule my first Klin?

You can schedule your first Klin pickup on our website (www.klin.lu), or call us at +35226378898. If you have any difficulties, feel free to email us at moien@klin.lu – our team is always happy to help!

 

  1. What can I expect to happen on my first Klin?

 

1.) Picking up your order

You will receive a 15-minute reminder via SMS prior to your Klin Valet’s estimated time of arrival at your door.

Your Valet will arrive within the scheduled hour.

Your Valet will provide you with two different color-coded Klin bags.

Green = Dry Clean/Launder & Press

White = Daily Wash

If possible, prepare and sort your clothes and other items that will need cleaning accordingly.

Your Valet will explain in detail what can go in each bag and the various options you have for the delivery of your items.

Your Valet will also go over our delivery schedule with you, including our optional Rush Services.

If you need your clothes returned quicker, 24-hour Rush is available for a €10.00 surcharge.

If you have any special instructions regarding your clothes and other items (e.g. stains), please leave a comment in the comment box or inform your Valet.

2.) Cleaning your order

After pickup, we dispatch your items to our facility in Foetz.

Once we have processed your bag, you will receive a detailed email including a list of the items you put in our care.

For your protection and overall peace of mind, we have multiple layers of inspection and control to ensure high-quality at all times.

3.) Delivering your clean order

You will receive a reminder text 15 minutes before your Valet arrives.

Klin…Try it and you will love it!

  1. Will you remind me that you are coming by?

Yes! You can expect a text reminder 15-minute before your Valet is scheduled to arrive. You can always reply to our texts if you have any questions (our team reads and can respond to all texts)!

 

  1. Will you bring me my own personal Klin laundry bags?

Yes! We use color-coded bags to identify our different services. Our Valet will bring a White Daily Wash bag and a Green Dry Clean/Launder & Press bag. Below is a quick summary of what goes in each bag:

  • WHITE Daily Wash bag – garments in this bag will be washed, ironed & folded, and billed by the kilo. This applies only to articles that are machine washable (i.e. jeans, t-shirts, underwears, sportwears…), excluding shirts and items that need special care.
  • GREEN Dry Clean/Launder & Press bag – garments in this bag will be dry cleaned or laundered and pressed, depending on the care label.

 

  1. Should I separate my dry cleaning and laundry?

Yes, we ask that you separate your Daily Wash from your Dry Clean/Launder & Press items. There is an easy rule of thumb for how to best separate your laundry:

  • Anything you would like returned pressed and on hangers should be placed in the Green Dry Clean / Launder & Press bag;
  • Any regular laundry you want returned folded should be placed in the White Daily Wash bag.

NB: Note that the iron-only price does not differ from the wash-and-iron price.

 

  1. How do I give you special instructions?

The easiest way to set permanent special instructions on your account is to e-mail our team at moien@klin.lu.

For one-time special instructions, please leave a comment in the comment box or provide them to our Valet, and our team will make sure they get added to your order.

 

  1. How do I point out stains? Do I need to point out stains?

Cleaning is our job – however, in order to make sure we give your stains the best possible care, please provide us with as many details as possible about the stain’s origin in the comment box or instruct your valet.

 

  1. What happens after you take my clothes away?

As soon as we receive your clothes back at our facility, our team gets busy inventorying your order and preparing it for cleaning. You can expect a Confirmation of Pickup e-mail detailing everything we picked up within 24 hours.

 

  1. How will I know the total cost?

We will not charge you until delivery, and you can expect to receive an itemized invoice via e-mail within 24 hours of the pick-up. You can view our price list or a list of common items – if you have a specialty item, you can e-mail us at moien@klin.lu or call us at +35226378898 to get an exact price quote.

 

  1. How do I pay?

The most seamless way to pay for Klin is by enrolling in Auto-Pay, which you can do on your profile. If you enrol in Auto-Pay, we will simply charge your card upon delivery. Alternatively, you can opt to pay via credit card terminal or cash upon delivery.

 

Our service

 

  1. What services does Klin provide?

Klin provides a one-stop shop for all your garment care needs.  Our standard services are Dry Cleaning / Launder & Press, Daily Wash, and Hang Dry. We also offer Leather Cleaning and can handle most Specialty Items. All of this delivered to your door by one of our friendly Valets, so that you can enjoy some peace of mind and focus on more important things.

 

  1. How does Klin ensure quality?

At Klin, we take great pride in providing high quality cleaning for every garment in your closet. We have built several steps into our process to ensure that your clothes always receive the best care:

  • We rely on our experience: Our Operations Manager has over 20 years of industry experience and applies this knowledge on a daily basis to give your garments the best possible care.
  • We work with the best products and machinery: Our state of the art machines in combination with a select number of quality washing products ensure that the fabrics of your garments are as little affected as possible.
  • We have quality built into our internal process:  We have several additional processes outside of the cleaning process in place to ensure that your garments are inspected while they are in our care. No item can pass our “Quality Control” check and be returned to you without a member of our internal team reviewing it.
  • We’ll do what it takes to get everything right: We are confident that your items will receive the best quality cleaning possible. If you find a stain that has slipped through the cracks or your garment doesn’t meet our (or your) quality standards, please e-mail moien@klin.lu and we’ll provide a complimentary re-cleaning.

 

  1. What is the cleaning process for my Daily Wash order?

We follow best practices for cleaning all Daily Wash orders, including separating lights and darks, washing in cold water, and using medium heat for drying.  We also default to using fragrance-free detergent.

If you have any other special requests, please e-mail our team at moien@klin.lu and we will be happy to help you out.

 

  1. What happens when I give my clothes for Dry Cleaning/Launder & Press ?

We inventory each item that you provide for Dry Cleaning/Launder & Press. Your order is brought directly to the Klin facility, where our team inventories each item, before cleaning. You can expect to review an itemized inventory of what we picked up within 24 hours so that you can have peace of mind that we have all of your items.

The entire order is inspected at each step of the process to ensure it meets our quality standards before being returned to you by a Klin Valet.

 

  1. Does Klin provide a Green Dry Cleaning and Laundry solution?

At Klin, we use environmentally friendly cleaning processes. Environmentally-friendly dry cleaning typically refers to a process that does not involve the use of any chemicals that are known carcinogens. Historically, the most widely used chemical was perchloroethylene (“perc”), but recently this chemical is being phased out of the industry.

Additionally, our washing machines use ‘Smartwave’ technology, which means that every load is weighted, meaning that water, washing products and electricity are being used proportionally to the weight of the load.

Finally, we try to use reusable packing as much as possible, limiting our metal and plastic waste to the bare minimum.

 

  1. What repair services does Klin offer?

Complimentary Button Repair

Klin will replace missing or broken buttons free of charge.

Repair Service

Klin also offers repair service for more extensive repairs.

  • Basic repairs (generally fabric tears, re-hems) are €10.
  • Complex repairs (generally replacing zippers and clasps) are €25.
  • Turnaround time on most repairs is 1-2 weeks.

How to let Klin know you need a repair ?

E-mail us at moien@klin.lu or let your Valet know upon pick-up.

If we find an item in need of repair, we will reach out to you for your permission (unless it is complimentary, in which case we will move forward with the repair).

 

  1. What if I want to offer Klin as a perk at my Company?

We are always excited when our customers want to share Klin with their colleagues and employees.  We have several partnerships set up with companies to help them provide employee perks around Dry Cleaning & Laundry.

We are excited to help you and your colleagues out in any way that makes sense, as long as we can deliver clean clothes and peace of mind!  If you are interested in exploring how we might work together, please e-mail us at moien@klin.lu and we’ll take care of you.

 

  1. Do you accept clothing donations?

Absolutely!  We would love to help you donate your clothes to someone in need.  All you have to do is give any clothes you want to donate in a laundry bag to our Valet when we come by for a regular Klin pickup or delivery.

 

My Account

 

  1. How do I update my contact information?

You can update your contact information on your profile here.

 

  1. How do I reset my password?

If you’ve forgotten your password, you can reset it here.

 

Dry Cleaning 101

 

  1. What is dry cleaning?

Dry cleaning is a safe way to clean clothes without using water. The cleaning process uses non-aqueous cleaning products to safely clean garments of dirt and odors without risking any damage to delicate materials.

 

  1. What types of clothes should be dry cleaned?

Any items made of natural fibers (e.g. silk, wool, etc.) are best cared for through dry cleaning. These natural fibers can react adversely when exposed to water – the natural fibers become rigid, causing the fabric to shrink, distort, and lose their color. Dry Cleaning keeps delicate items soft in texture and vibrant in color.

 

  1. Why should I dry clean my clothes?

Dry cleaning has many benefits beyond the simple chemistry between the cleaning agents and the fabrics. One of the most important steps in the cleaning process is called “pre-spotting,” in which an experienced cleaner will treat stains based on the source and fabric type. The drying process is also safer for the clothes, leading to less wear and increased longevity of your clothes.

 

  1. What’s the difference between “Dry Cleaning” and “Launder & Press”?

Dry Cleaning involves the use of non-water based solvents to clean clothing and other textiles. Items emerge from the cleaning process thoroughly dried, then undergo machine or hand pressing. Dry cleaning is optimal for stain removal and fabric preservation.

Launder & Press service differs from Dry Cleaning in that the process involves the use of water and detergent in a commercial-grade washing machine. Items emerge slightly damp to the touch, then are in individually pressed to finish. Launder & Press is optimal for odor removal, and is a requisite for starch application.

 

  1. Can you safely clean items with sequins or ornaments?

Yes, but there are some inherent risks to the attached sequins and ornaments due to the mechanical action of the cleaning process. We take full precaution to protect all sequined or ornamented garments, including turning them inside out and putting them in protective mesh bags so they don’t tangle with other garments. However, we ask that you give us your approval before proceeding, which can cause the cleaning process to be delayed by a few days. If you would like to provide a permanent preference to clean all items with sequins or ornaments, regardless of risk, please let us know at moien@klin.lu and we will make a note on your account.

 

  1. What is environmentally-friendly Dry Cleaning, and does Klin use it?

Environmentally-friendly dry cleaning typically refers to a process that does not involve the use of any chemicals that are known carcinogens. Historically, the most widely used chemical was perchloroethylene (“perc”), but recently this chemical is being phased out of the industry.

 

  1. What is starch?

Starch is something that can be added to the cleaning process for cotton dress shirts to give them a crisper look and feel. The starch binds to the fibers and helps them keep their shape better through wear. The more starch that is applied, the crisper the hold will be. Starch level is a personal preference, and you can set your desired starch levels by mentioning it during the order process.

 

  1. What is Wet Cleaning?

Wet cleaning is a water-based alternative to dry cleaning that is safe for use for dry clean-only items. It uses special machinery to maintain the size of the garment and feel of the fabric, while cleaning the garment with water and detergents. The wet cleaning process requires a high level of expertise to appropriately use the process.

Wet cleaning is recommended for water soluble stains on dry-clean only materials, since it will have greater cleaning efficacy while maintaining the look and feel of the fabric.

However, we do not recommend wet cleaning for all your dry clean-only clothes.

 

Pick-Up and Delivery

 

  1. Do you offer Rush Delivery?

Standard delivery is free on (or after) your route days, but you can request rush delivery for an additional €10.00 if you need it.

Let your Valet know upon pick-up if you need any of your clothes turned around in advance of your normal route day!

 

  1. When will my clothes be ready for delivery?

Standard delivery is free and will be at least 48 hours after we pick up your clothes.

24-hour turnaround available for Daily Wash (an additional €10.00 fee).

24-hour turnaround available for Dry Cleaning (an additional €10.00 fee).

Request early delivery with your Valet or by e-mailing moien@klin.lu.

 

  1. Can I give you more clothes at the time of drop-off?

Yes. In fact, many of our customers give us more clothes for cleaning every time we come by. It all depends on your preferences. If you are consistently giving us new clothes every time we come by to deliver your finished items, we are happy to provide an extra Klin laundry bag to help expedite the process.

 

  1. What if I need to cancel my Klin?

No worries – we know it happens.  Simply text +352 621530452 or e-mail moien@klin.lu to let us know you need to cancel or reschedule.  No penalties, just appreciation for giving us the heads up!

 

  1. What if I am running late and your Valet is on the way?

No worries – we know it happens.  Simply text +352 621530452 or e-mail moien@klin.lu to let us know you need to cancel or reschedule.  Often times we are able to accommodate our customers by having our Valet come back at the end of the route.  No penalties, just appreciation for giving us the heads up!

 

  1. Is it possible to have my clothes delivered to an alternate address?

Yes, as long as the alternate address is within our service area. You can add a second address in the “Profile” section on your “My Account” page and choose which address you would like to use for our order.

 

Policy

 

  1. Does Klin re-clean clothes if the stain doesn’t come out?

Klin will make every attempt to remove all stains. We have built several steps along the process to ensure your garment(s) always receive the best care.

If we believe further attempts to remove a stain may cause damage to the item, we will return your garment with a tag attached to the hanger indicating so.

If you receive an item back where a stain remains and a tag was not attached to the hanger: let us know (email, SMS, or via our Valet).  Given the sheer volume of garments we clean, we know one will slip through the cracks every once in a while. We will then re-clean your item for free.

If we believe it is at risk of damage, we will let you know.

 

  1. What is Klin’s policy on items with risk of damage during cleaning?

If we can Dry Clean the item without putting other items at risk…

We will get your permission to proceed before moving forward.

Common examples include items with pre-existing damage or with sequins or ornamentation.

If we can only clean the item using a Specialty cleaner…

We will reach out to you for permission to proceed and approval of the additional cost and turnaround time.

If we believe the item will put other items at risk…

We will return it uncleaned.

The most common example is items at risk of color bleeding.

 

  1. What is Klin’s policy on items with sequins or ornamentation?

There are some inherent risks to the attached sequins and ornaments due to the mechanical action of the cleaning process. We take full precaution to protect all sequined or ornamented garments, including turning them inside out and putting them in protective mesh bags so they don’t tangle with other garments. However, we ask that you give us your approval (and release Klin of any liability if damage should occur) before proceeding, which can cause the cleaning process to be delayed by a few days. If you would like to provide a permanent preference to clean all items with sequins or ornaments, regardless of risk, please let us know at moien@klin.lu and we will make a note on your account.

 

  1. What does Klin do when it finds items with potential for color bleeding?

We thoroughly test all items for unstable dyes, which can be a result of the manufacturing process. If a garment shows susceptibility to color bleeding, we will not clean it and return it to you uncleaned. Even with your Release of Liability, we cannot clean these items as they pose a risk to other garments that would be cleaned at the same time.

If you do have a garment with the potential for color bleeding, we recommend that you spot treat it at home by hand washing any parts that requires cleaning.

 

  1. What is Klin’s policy when it finds pre-existing damage?

Our cleaning team carefully inspects all garments during the cleaning process to ensure we take the best care of them. Sometimes, we identify pre-existing damage on a garment. If there is any risk of further damage occurring during cleaning, we will hold off and check in with you before proceeding.

If the damage is repairable, we will recommend repair (read more about our repair services here). If the damage is unrepairable, or you would like to proceed with cleaning without repair, we ask that you give us your approval (and release Klin of any liability if damage should occur). This may cause the cleaning process to be delayed by a few days. If you would like to provide a permanent preference to repair all damage, regardless of whether it’s complimentary or costs extra, please let us know at moien@klin.lu and we will make a note on your account.

 

  1. What happens if Klin loses or damages one of my items?

We have implemented several processes to ensure strong inventory control, so you can rest assured that when you give us your clothes for cleaning, they will come back to you in great condition! That said, in rare instances where we have lost or damaged an item, we want to make sure to make it right for our customers. In the case of a damaged item, we will work with our customer to determine if it can be repaired or restored to good condition. If it cannot and we determine the damage was a direct result of our cleaning process, we will work to fairly compensate our customers. For any damaged items we replace, we simply ask to keep them so that we can repair them and donate them to one of our local charity partners (so someone can benefit from our mistakes)!