Can every stain be removed?

No, and an honest cleaner will tell you so. Plenty of everyday marks come out well, particularly when they are tackled early. Others, such as bleach, some hair dyes, certain medicines and old drink spills that have already been scrubbed several times, can permanently change the colour of the fibre. With those, a cleaner may be able to make the area look better but cannot make it disappear. Be cautious of anyone who promises complete removal before they have seen the mark.

What should I do straight after a spill?

Lift off any solids gently with a spoon or a blunt knife.
Blot liquid with a clean white cloth or kitchen roll, working from the edge towards the middle.
Do not rub, because rubbing spreads the mark and roughens the pile.
Try any product on a hidden corner before using it on the stain.
Go easy with water, which can carry the stain down into the underlay.

Bleach sprays, strong household cleaners and some shop-bought carpet products can leave residues that attract dirt or strip the colour. If you have already tried something at home, tell the cleaner what it was.

Which marks tend to be easier?

Fresh food and drink spills, dried mud that has been vacuumed, and the grey shading along walkways often respond well. Candle wax, chewing gum, paint, nail varnish, ink and rust each call for their own treatment, so name the cause if you know it. A mark that has already been through several home remedies is usually harder, because each product can set it further or leave its own residue.

Why does a stain keep coming back?

A mark that reappears as the carpet dries is usually wicking. The spill soaked into the backing or underlay, and as the carpet dries, the residue travels back up the fibres to the surface. Detergent left behind by home cleaning can cause a similar problem, because it stays tacky and picks up new dirt. More thorough extraction often deals with it, but wicking that keeps happening may point to something larger underneath.

How are pet odours treated?

Urine is the most common cause of a smell that will not go away. It often soaks through the carpet into the underlay, and sometimes into the floorboards or concrete beneath, so cleaning the surface can improve the look without curing the smell. Cleaners may use enzyme-based or other specialist products designed to break down the residue. In some cases, the underlay or a section of carpet has to be replaced before the odour goes.

Tell the cleaner which animal is involved, how long the problem has gone on and roughly where the accidents happen. Some cleaners use an ultraviolet lamp to find old marks that cannot be seen in daylight.

What other smells can be treated?

Smoke, damp, cooking and general mustiness can all cling to soft furnishings. A clean can freshen fabric, but if the smell comes from a damp wall, a leak or poor ventilation, it will return unless the cause is fixed. Mention anything you have noticed, such as condensation on windows or a recent leak.

What about flood or sewage damage?

Water from a burst pipe or a leaking appliance is often a matter for your insurer and a drying specialist as well as a cleaner. Carpet and underlay soaked by sewage or dirty floodwater are often not worth saving, and an insurer may have its own process. Speak to your insurer before arranging any work.

What if there are babies, older people or pets at home?

Tell the cleaner about anyone in the home who may be sensitive to cleaning products, including babies, older relatives and animals. They can explain what they use and how long to keep everyone off the area. We make no claims about health benefits.

What details should I include?

your postcode
what caused the stain or smell, if you know, and how long ago
what the carpet, rug or furniture is made of
anything that has already been tried
whether the problem is in one spot or spread across several rooms

What happens next?

Your enquiry goes, with your consent, to a single local carpet cleaner who covers your postcode, if one does. They can tell you what they think is achievable before anything is agreed.

Who you will hear from

We pass your enquiry to one local carpet cleaner, if one covers your postcode. It is never sent to a list of companies. If nobody covers your postcode, we will tell you and will not pass your details on.