Frequently Asked Questions
When will I get my laundry back?
We work quickly to get your laundry back to you. Typically, Thursday pick ups are returned on Saturday and Friday orders are back on Sunday. Approximately a 48 hour turn around.
We understand that Saturdays can be particularly busy for many of our customers, and you may occasionally need to postpone your scheduled delivery. On the day of delivery, we will send you a reminder text. If you will not be home, simply reply to the message and inform us, and we will arrange a delivery on our Sunday run.
Do I need to be home for pickup or delivery?
Not necessarily, simply inform us where on your property the laundry has been placed, and we will collect it from that location.
We recommend choosing a safe, dry area such as a veranda or a spot near the main door that is not visible from the street.
Please note that we cannot accept responsibility for any items that are lost, stolen, or damaged when left unattended for pickup or delivery. We ask that you leave laundry in a basket or waterproof bag that we can return the folded clothes in.
What happens in the event of damage or lost items?
Our goal is to ensure every customer has their laundry sent back to them in same form it was sent to us (only cleaner), however sometimes unexpected errors can happen.
- Colour bleed/fading: We cannot take responsibility for colour bleed or fading, so please ensure your garments are colourfast, if you have new items that may run, just let us know and we’ll wash them separately at an extra charge.
- tearing or ripping: We cannot take responsibility for tearing or ripping that may occur, as garment condition varies, but any concerns will be assessed on a case‑by‑case basis.
- Lost items: It is very unlikely for items to go missing, as all garments are washed and dried separately; however, if something seems out of place, we will investigate on our end to ensure nothing was overlooked.
-Stretching or Shrinking: Stretching or shrinking is unlikely with our process, but as with any wash, it can occasionally occur depending on the garment’s fabric and condition.
If you believe there is any risk of colour bleed, shrinkage, stretching, or damage to your garments, we kindly ask that you do not use our service. By choosing to proceed, you acknowledge that these risks, while unlikely, can occur, and any remedy or refund—up to the value of the order—will be at our discretion.
Where are my clothes washed?
All garments are washed at a modern, high‑end laundromat equipped with commercial‑grade machines designed for superior cleaning, fabric protection, and efficiency. This allows us to deliver a higher quality wash than standard household equipment.
Do you offer ironing services?
Unfortunately, we do not currently offer this service. However, we continually review our capabilities and evaluate new opportunities based on customer demand. If we see increased interest or receive more requests for this type of service, it is something we may consider adding to our offerings in the future. We appreciate your feedback, as it helps guide our development and ensures we prioritise the services that matter most to our customers.
Why do you not fold undergarments?
Many customers prefer their delicates to remain discreet while keeping them unseen by staff. Our system supports that.
To maintain the highest hygiene standards we minimize direct handling of delicates after washing and drying. Items stay inside a sealed laundry bag throughout the process, this reduces cross‑contact and keeps everything as sanitary as possible.
It also ensures your garments stay grouped together and protected. We deliver the bag back to you with washed and dried, unfolded undergarments.
Please add a laundry bag to your cart if you don’t already have one. On collection day, our team will bring the bag to you and wait while you sort your items and place them inside.
Is there a charge for pick up & delivery?
Pick up and delivery are included in the listed prices online. However, a missed pick up or re-delivery may incur a $10 missed delievery charge.