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Looking for answers? You’ll find them here.

If you have a question about an existing order, please email customercare@laundrapp.com or get in touch straight away using Live Chat.

Your First Order!

What should I prepare for the first pickup?

Just have your clothes ready! Your Laundrapp Agent will bring a Laundrapp bag to place your loose clothes in, so it helps to have them all together.

If you’re ordering a Wash, Tumble Dry & Fold then your Laundrapp Agent will leave you with a reusable bag upon delivery, so you can collect clothes together for future orders.

What areas do you cover?

We cover a wide area of the UK and, at 50 major towns and cities and counting, the list is quite exhaustive.

The quickest way to find out if we cover your area is to download the app or enter your postcode at www.laundrapp.com to get the latest information and find dry cleaning prices near you.

How long does cleaning take?

We aim to collect your clothes, clean them to a professional standard and get them back to you all within 48 hours. If you’d prefer we went a little slower then that’s not a problem – just let us know when you want your clothes back.

Some items can take a little longer than 48 hours, however. We currently aim to collect, complete and deliver all shoe repairs and shoe shine orders within 72 hours. If your order contains any shoe-related items then cleaning for all items will take 72 hours to complete.

Can I add extra items to my order when you collect?

Yes, absolutely – just give any extra items to your Laundrapp Agent.

Please note that we cannot add shoe repairs or shoe shining items to your order in this way. Shoe-related items must be ordered specifically, through the app or online.

Which items should be dry cleaned and which should be laundered?

Don’t worry if you’re unsure how your clothes should be treated — we’ll check the label for you and take care of everything.

Please note that we cannot check care labels of items in Wash, Tumble Dry & Fold orders, so please separate dry clean and laundered items if needed.

We recommend not including shirts in Wash, Tumble Dry & Fold orders, to ensure they are pressed to a crisp finish.

 

Can I order by phone or email?

We think it would be the most convenient for you to order online or through the app. Why not download Laundrapp for iOS or Android now and try it out?

How do I know if you can clean a specific type of clothing?

If you can’t find a suitable category in the app or online then it’s best to contact Customer Care so we can tell you for sure.

I'm not sure how my items should be cleaned. What should I do?

Don’t worry, we’re experts at dealing with this situation!

We’ll always do our best to make sure your clothes are handled correctly and with the utmost care. If there’s any doubt or we can’t find a care label, we’ll return the item to you uncleaned so there’s no possibility of damage to your items.

Where are my clothes cleaned?

At one of our top notch facilities!

We know it can seem strange to give your clothes to a stranger, but whether you order in Bolton, Balham or Bath, our local teams of experienced dry cleaners will always handle your clothes with the utmost care and respect. Which of the facilities your clothes are taken to will depend on your exact location.

Why do women’s blouses cost more than men’s shirt?

Cleaning women’s shirts and blouses costs slightly more because they typically have a more tailored fit and variable style than a man’s shirt. This means they must be hand-finished and require more time and attention in order to ensure a high-quality finish.

Are there any fabrics you don't clean?

We don’t currently clean leather, suede, velvet or fur items. In the rare event that we receive your clothes and cannot clean them, we will notify you as soon as possible.

Dry Cleaning

What if my clothes are damaged?

Your clothes are in safe hands and incidents of damage are extremely rare – but we understand it’s a natural point of concern. That’s why we’re fully insured!

In the (very, very) rare event your item is damaged, we’ll reimburse you in accordance with our compensation policy. Please refer to the T&Cs for more details.

What's this little sticker you've put on my clothes?

Sometimes we use small stickers to help us track your clothes in our facilities. We keep them discreet and it helps us if you leave them on, but you can take them off if they bother you. They should peel off easily.

Can you remove all stains?

Our teams use the very highest quality equipment and industry-leading stain removal products available – but some stains can stump even us.

We’ll always try our best and we offer a free re-clean if you’re ever dissatisfied with the quality we provide, but unfortunately we cannot guarantee to remove all stains.

Wash, Tumble Dry & Fold

Do I need to weigh my Wash, Tumble Dry & Fold bag?

There’s no need to weigh your bag, no. All Wash, Tumble Dry & Fold orders are weighed when they reach the facility. You’ll receive a confirmation email afterwards to let you know the final weight.

 

Are there any clothes you cannot clean in a Wash, Tumble Dry & Fold?

Please don’t add silk, leather, fur, velvet or cashmere or any dry clean only items to your Wash, Tumble Dry & Fold order as they aren’t typically suitable for machine washing or tumble drying.

Bedding and towelling should also be removed and ordered separately, as such large items can prevent a good quality of cleaning.

 

Do I need to sort my clothes into colours and whites?

Don’t worry about sorting clothes – we’ll do that for you. All you need to do is make sure you don’t include dry clean items with a Wash, Tumble Dry & Fold order.

What temperature do you wash the clothes at?

We process all Wash, Tumble Dry & Fold orders at a standard 30 degree temperature.

Do you dry my clothes?

Yes, all clothes in a Wash, Tumble Dry & Fold order are tumble dried at a medium heat. Please make sure your clothes are tumble dry friendly!

Do I get to keep the bag?

Yes, we’ll leave you with a Wash, Tumble Dry & Fold bag when we deliver your first order back to you. We recommend using it to make your next Laundrapp collection even quicker!

Pre-paid Bundles

How do these bundles bundles work?

Pre-paid bundles such as 50x Pre-paid Shirts include a large number of items at a greatly discounted rate. You can include as many items as you like in your first collection, then we’ll email you a reusable voucher code so you can send us the rest whenever you’re ready.

For example, if you order a 50x Pre-paid Shirts bundle then you send us 5 shirts with your initial collection. We’ll  then email you a special code which you can use this  to redeem your remaining 45 pre-paid shirts whenever you want.

Pre-paid bundle vouchers codes can be reused as many times as you want, over as many orders as you want. Relevant items included in your initial collection are automatically included in the bundle.

How do I use my pre-paid bundle voucher?

After your first delivery, we’ll email you a unique voucher so you can order your remaining pre-paid items whenever you want. You can reuse this voucher multiple times – all you have to do is enter your code at checkout.

When ordering with your pre-paid voucher you can decide how many items to hand over when we collect. We’ll update you once we’ve itemised everything at our facility.

 

Are there any limitations when ordering with a pre-paid voucher?

All pre-paid vouchers expire 12 months after purchase and have a minimum order of £15. Pre-paid vouchers cannot be use for items included in already discounted bundles, such as The 9 to 5 or High Five.

Vouchers cannot be used to purchase pre-paid bundles due to the fact that they are already heavily discounted. Any vouchers used to purchase pre-paid bundles will be automatically removed at checkout.

Collection & Delivery

When can you collect my order?

Collection and delivery times can differ depending on city and availability, but we’re typically available from 7am to 11pm, 7 days a week.

Want to check our availability? Order online or download the app today!

Can I schedule pickup and delivery at different locations?

Not at the moment. Currently pickup and delivery needs to be at the same location, but we’ll add multi-location orders very soon.

Where do I input the voucher code?

Whether you order online or with the app, please enter your voucher code on the checkout screen at the end of the order process.

How long does it take for you to clean my clothes?

We aim to collect your clothes, clean them to a professional standard and get them back to you all within 48 hours. If you’d prefer we went a little slower then that’s not a problem – just let us know when you want your clothes back.

Some items can take a little longer than 48 hours, however. We currently aim to collect, complete and deliver all shoe repairs and shoe shine orders within 72 hours. If your order contains any shoe-related items then cleaning for all items will take 72 hours to complete.

Can I give you back my hangers from a previous order?

Yes, of course! Please just hand them over to your Laundrapp Agent on your next collection and we’ll recycle them for you.

Can I reschedule a collection or delivery?

Yes, you can change the collection or delivery time within the app or by contacting Customer Care at customercare@laundrapp.com.

Please note there is a cancellation fee of £5 for any collection which is cancelled or rescheduled at less than four hours’ notice.

Where can I find my order history?

Your order history is available in the app. Open Laundrapp on your phone and tap the basket icon on the top right – that will show you any open or previous orders.

I missed a scheduled collection/delivery, what do I do?

Don’t panic, all you need to do is contact Customer Care at customercare@laundrapp.com to arrange a new time.

Alternatively, we will try to contact you and arrange a new collection or delivery time for a period of 30 days. If you’ve not claimed your clothes within 90 days we reserve the right to give them to a registered UK charity of our choice.

Can I cancel my order?

Yes, you can cancel the order within the app up to 4 hours before the scheduled pickup slot. If your pickup slot is within the next four hours then please contact Customer Care via customercare@laundrapp.com.

Cancelling your order less than four hours before a scheduled collection or failing to be present will incur a £5 additional charge for the privilege.

Why is my collection/delivery slot greyed out?

That’s because we’re busy at those times and can’t take any more orders, sorry! Please choose another available time and we’ll see you then.

Can I add extra items to my order when you collect?

Yes, absolutely – just give any extra items to your Laundrapp Agent.

Please note that we cannot add shoe repairs or shoe shining items to your order in this way. Shoe-related items must be ordered specifically, through the app or online.

What are your customer care hours?

We’re here and happy to help from 7am to 11pm on weekdays and Sundays; 8am to 6pm on Saturdays. Please contact us by email at customercare@laundrapp.com.

Payment & Feedback

When will my card be charged?

We use a highly secure platform called Stripe to collect payment. When you place an order with Laundrapp, Stripe captures the amount to ensure payment is possible but doesn’t directly charge your card until your clothes are received at our facility. We only collect payment once we’ve started cleaning your clothes.

Some banks may show the capture as a recent transaction, but we only collect when we start cleaning your items.

How can I pay?

We accept Visa/MasterCard/American Express cards, both online and through the app.

You’re welcome to tip your Laundrapp Agent if you wish to and all tips go directly to the Agents, but we cannot currently accept payments in cash.

How are my card details transmitted and stored?

We utilise Stripe for processing payments and all sensitive information is encrypted using SSL (the industry standard) before being transmitted. Our servers do not store your card details to ensure an extra level of security.

Please see https://stripe.com/help/security for more details.

Is there a minimum order?

Yes, there is a minimum order value and any order under this amount will be charged at the minimum order value. You can use vouchers and referral codes to lower the amount you actually pay, but some promotions may affect the minimum order value.

What's your pricing?

Prices can vary by area and we often run special offers for limited times, so to see the latest prices please download the app or visit laundrapp.com/prices.

I have a general enquiry, how can I contact the team?

Thanks for getting in touch – you can reach us at info@laundrapp.com.

Alternatively, if you have a suggestion for how we can improve then you can reach the team at customercare@laundrapp.com

What if I need to make a complaint?

Please contact the Customer Care team by emailing customercare@laundrapp.com. We treat all complaints with the utmost importance and as an opportunity to improve the quality of our service.

You can review our complaints policy in full at laundrapp.com/complaints.

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