Damage, Loss & Claims Policy

SLA Holdings LLC · Linen & Luxe · Last updated November 4, 2026

Our Care Standard

Every item placed in our care is handled by trained, vetted personnel using professional-grade equipment and methods appropriate to the garment's care label. When an item requires special handling (delicate fabric, embellishment, custom tailoring, designer construction), the customer must flag this at drop-off or in the app notes — items are processed per their visible care label absent other instructions.

Filing a Claim

You must notify us within 48 hours of delivery by phone, text, email, or through your account. Claims reported after 48 hours may be declined, since we can no longer confirm the item's condition was caused by our handling rather than something after delivery. To file a claim:

Notify us within the window above, describing the item and the issue.
Keep the item in the condition you received it — do not launder, alter, or discard it.
Make it available for inspection within 5 business days if we request it.
For lost-item claims, provide a receipt or other reasonable proof of value if available.

How We Resolve a Claim

We will, at our discretion:

Re-clean or repair the item at no cost, or
Reimburse you based on the item's fair market value at the time of loss or damage (not its original purchase price), using depreciation guidance consistent with the industry-standard Fair Claims Guide for Consumer Textile Products, or
Issue a service credit.

Liability cap: Our total liability for any single item is capped at $100, and our total liability for any single order is capped at $250, regardless of the item's original cost, unless you've purchased additional declared-value coverage (if offered). This cap applies whether the loss or damage was caused by Linen & Luxe directly or by one of our independent contractor partners performing pickup, delivery, or processing on our behalf.

What's Not Covered

Normal wear and tear (fading, minor shrinkage, loosened buttons/trim, thinning fabric).
Pre-existing stains, damage, or wear not disclosed at drop-off.
Items made of non-colorfast, antique, vintage, or structurally fragile material not flagged as delicate.
Items left in pockets (including jewelry, electronics, or personal valuables) — please check all pockets before handoff.
Loose or unsecured embellishments (buttons, sequins, trim) not reinforced before service.
Damage caused by a manufacturer defect or a care label that was missing, removed, or inaccurate.
Items not picked up or claimed within 30 days of a completed order (treated as abandoned).

Independent Contractors

Pickup, delivery, and some processing steps may be performed by independent contractors, not Linen & Luxe employees. Linen & Luxe remains your single point of contact for any claim under this policy — you do not need to pursue a contractor individually. Our total liability, including for any contractor's actions while performing services on our behalf, will not exceed the caps stated above.

Limitation of Liability

TO THE FULLEST EXTENT PERMITTED BY TEXAS LAW, LINEN & LUXE'S TOTAL LIABILITY FOR ANY CLAIM ARISING FROM OUR SERVICES — INCLUDING A CLAIM BASED ON THE NEGLIGENCE OF LINEN & LUXE OR OF ANY CONTRACTOR PERFORMING SERVICES ON OUR BEHALF — WILL NOT EXCEED THE CAPS STATED ABOVE. LINEN & LUXE IS NOT LIABLE FOR INDIRECT, INCIDENTAL, OR CONSEQUENTIAL DAMAGES, INCLUDING LOST TIME OR INCONVENIENCE. This limitation does not apply to damages caused by gross negligence, willful misconduct, or where limited by applicable law.

Questions or Need to File a Claim?

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