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. If you’d like us to remove them for you or if you don’t want them on your clothes at all then that’s not a problem. Just let us know in the special instructions when you place your order.
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.
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 8 am to 8 pm, 7 days a week. Want to check our availability? Order online or Phone Call 0447 444 123 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 phone call, 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 72 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 72 hours, however. We currently aim to collect, complete and deliver within 72 hours.
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 by contacting Customer Care at firstname.lastname@example.org or 04475 444 123. Please note there is a cancellation fee ৳30 of 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 our database.
I missed a scheduled collection/delivery, what do I do?
Don’t panic, all you need to do is contact Customer Care at email@example.com or 04475444 123 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 BD charity of our choice.
Can I cancel my order?
Yes, you can cancel the order within 4 hours before the scheduled pickup slot. If your pickup slot is within the next four hours then please contact Customer Care via firstname.lastname@example.org or 04475444 123. Cancelling your order less than four hours before a scheduled collection or failing to be present will incur a ৳30 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 washbd.com Agent.
What are your customer care hours?
We’re here and happy to help from 8 am to 8 pm on weekdays; 8am to 6pm on Fryday. Please contact us by email at email@example.com or 04475444 123.
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 washbd collection even quicker!
How do these bundles work?
How do I use my pre-paid bundle voucher?
Are there any limitations when ordering with a pre-paid voucher?
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 firstname.lastname@example.org. Alternatively, if you have a suggestion for how we can improve then you can reach the team at email@example.com
What if I need to make a complaint?
Please contact the Customer Care team by emailing firstname.lastname@example.org. 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.