If you find restricted items (like heavily soiled laundry, strong smoke odor, pet hair, etc.) or notice major stains, follow these steps:
Take clear photos of the items
Do not continue with the order if processing it could damage your machine or raise hygiene concerns
Contact Support through the app — we’ll review and guide you on next steps
Support may instruct you to:
Remove certain items and return them unwashed
Wash items with special handling
Or reject the order entirely
⚠️ You are never expected to process an order that could damage your machine or create a safety risk.