Frequently Asked Questions

 

The Service


Which areas do you serve?

You can check which areas we currently serve by entering your address at https://www.laundryheap.com/

How can I place an order?

Simply head over to https://www.laundryheap.com/ or download our app for Apple’s iOS or Google’s Android. Just insert your full postcode, choose an available time slot for pick-up/delivery and follow the onscreen instructions.

Can I order by phone?

Although we are always trying to find ways of simplifying our service, for the moment you can only place an order via our website or app.

How long does it take to get my clothes back?

You will be happy to know that last month we have delivered 98.7% of all standard laundry and dry-cleaning within 24 hours. We will always do our best to let you know in time if you included items that require a longer time to process, or if there are any changes to the delivery of your order.

At what times can my order be collected or delivered?

We pick-up and deliver everyday, from 9am to 11pm. Different times may depend on the area or availability. Please check for available times on our website.

Can you collect from a location and deliver to another?

Yes, we could do that for you, as long as the locations are in the same area. Please contact us at help@laundryheap.com or via live chat to arrange it.

Where do you clean my clothes?

We have partnered with different facilities across the cities we serve in, making sure we can offer you a 24 hours service. All the facilities are top notch, with vast experience in handling delicate attire, so your items are in good hands.

What are the prices?

To ensure the highest possible standards with affordable prices, we constantly innovate and improve our operations and logistics. Please see our affordable price list here. If your item is not on the price list, feel free to contact us for a quote.

Is there a minimum order value?

Yes, the minimum order value is £20 . However, vouchers or referral codes can be used at any time.

Do you charge additionally for separate washing?

If you send us few items (anything less than 6 kg) we will have to charge you for 2 different washes. To get the best value we recommend you to send 12 kg or more for items that need separate washing.

When can I reach customer support? 

Our team will gladly answer all your queries every day, between 9am and 6pm, either via live chat or by email at help@laundryheap.com


Washing Information


Do I need to separate the laundry and dry cleaning items?

Yes, please do. This will ensure everything will be processed as per your requirements. We advise to use a separate bag for each type of service you require (laundry, dry cleaning, ironing).

I am allergic to certain types of detergent. What are my options?

Your safety is very important to us and we would like to offer you the possibility of choosing between bio and non-bio detergent. Just make sure to select it when you place the order online, or simply ask the driver to write it down at collection.

How can you ensure my items won't be damaged?

Your items are handled with maximum care and up-to-date equipment. In the extremely rare case that a damage occurs, it will be covered by our insurance in accordance to our Terms and Conditions. Please have in mind that all claims must be made within 24 hours after delivery.

What happens if I'm not happy with the result?

We pride ourselves with delivering a high quality service. However, if you are not completely satisfied, please let us know and we will wash your clothes again for free.

 

Your order


I placed an order. What happens now?

Our scout will come to collect your items, at the time requested. If you do not have a bag available, our Laundryheap scout will provide one at arrival.

We will make sure to leave a reusable Laundryheap bag at delivery, making it easy for you to prepare for future orders.

Should I weigh the bag at home?

There is no need to do that. Your bag will be weighed at the facility, with professional scales. In case you would like to have an estimative weight at collection, please do not hesitate to ask our scout to check it for you.

I accidentally missed a collection/delivery. What now?

Don’t worry. If you can not be reached by our driver, please contact customer support via live chat or at help@laundryheap.com to arrange a new collection/delivery. Please have in mind that a fee of will be applicable.

Can I reschedule my order?

Absolutely. You may change the time slot, free of charge, if the request is made with minimum 2 hours before collection/delivery.

Can I give extra items at collection?

Yes, of course. Our Scouts will be more than happy to add new items to your order, so please hand them all extra items, including washing instructions.

If you would like to remove an item or service from the ones chosen online, please contact us directly at help@laundryheap.com or via live chat, and we will gladly assist you, whenever possible.

Can I keep the bag?

Absolutely. The bag is suitable to store all your laundry for your next collection.

How can I cancel an order?

Please contact customer support via live chat or at help@laundryheap.com to cancel your order. All cancellations up to 2 hours before the chosen collection/delivery time slot are free of charge. However, if you cancel an order less than two hours before a scheduled collection/delivery, a cancellation fee of will be applicable.

Can I submit a complaint?

 

Yes. Although we are doing our best to offer a great customer experience, if you feel something went wrong, please contact us via live chat or by email at help@laundryheap.com and we will treat your worries with utmost care and urgency.


Account


Can I see my previous orders?

Yes. Your order history can be seen in the Orders section on the website, after you login.

I have a voucher. How can I use it?

You can simply add it in your account, in the “Account credits” section. Please have in mind that you can only use one voucher per order.

How can I change my password?

Your password can be found in your account section, under Personal Information. Just click the edit button, insert the new password and press Save.

 

I have changed address. How can I update my account?

Just head over to your account section, where you can either edit your main address, or just add a new one.


Payment


How can I pay? Is it safe?

At the moment you can pay with Visa, MasterCard and American Express. We will only charge you at the end of the service, via the card inserted in your account.

All transactions are securely processed through a service called Stripe, which is one of the safest ways, with solid encryption using SSL.

You charged me after I placed the order? Why?

We authorize the payment method used to place an order, just to make sure is active and with sufficient funds. This authorisation is automatically refunded once the order is completed, so there is nothing to worry about.

Where is my receipt?

A history of all your past orders, including receipts and breakdowns, is available for you in the Orders section, on our website. The receipt is prepared within 24 hours after delivery. This is because the service is very fast and the facility needs time to submit the information to us

 

My card expired. How can I add a new one?

You can add a new card in the account section. In case you would like to remove an old one, contact us at help@laundryheap.com and we will gladly help you with that.


Contact us


My question is not answered in this FAQ. What now?

Don’t worry. Simply contact us via live chat or by email at help@laundryheap.com and our team will gladly assist you.

I have ideas or suggestions, who should I contact?

Your feedback is very important. Please share us your ideas and suggestions at feedback@laundryheap.com