FAQ's

Placing Your First Order with Love2Laundry

 

How should I prepare for the first laundry collection?

 

Preparing for your first laundry collection is easy with Love2Laundry. One of our dedicated team members will arrive at your chosen location and collect your laundry, providing you with a handy bag to put it in. All you need to do is have all of your laundry ready to go. It couldn’t be simpler.

Do you provide laundry services in my city?

 

We provide a customised on demand laundry service to customers in and around London. We currently cover areas including Kensington, Central London, Canary Wharf, Camden, Greenwich, Canada Water, Bermondsey, Hampstead, Head District, Bethnal Green, Bow, Clapton, East Ham, Hackney, Poplar, Stratford, Victoria Docks and North Woolwich, Olympic Park, Bishopsgate, Fenchurch Street, Fleet Street, Head District, Finsbury Park, Highbury, Holloway, Hornsey, Stoke Newington, Upper Holloway, Camden Town, Hampstead, Kentish Town, Head District, Blackheath, Brockley, Camberwell, Charlton, Deptford, Greenwich, Kennington, Lewisham, New Cross, Peckham, Rotherhithe, Walworth, Forest Hill, South Lambeth, Stockwell and Strand. To find out if we cover your area, simply enter your postcode on our website or mobile app. Don’t have a local Love2Laundry service? Don’t worry, we are expanding our laundry collection and delivery services every day, so keep your eyes peeled for updates.

 

How long will I be without my clothes?

 

At Love2Laundry, we think you should spend less time on household chores and more time doing the things you like with the people you love. We are proud to provide a speedy laundry service and in most cases we aim to return your clean laundry within 24-36 hours. However, we’re flexible so don’t hesitate to give us a time frame that suits you.

 

What happens if I have more laundry than expected?

 

It happens. Simply add any extra items of laundry that you have to the member of our team upon collection and we’ll take care of it.

 

I\m unsure if my items should be laundered or dry cleaned. What now?

 

Don’t worry, we don’t expect you to be experts, that’s what we are here for. Our laundry specialists will always check the cleaning instructions on your garments before we begin. As Wash, Tumble Dry & Fold orders tend to be on the larger side, we won’t be able to check every garment so please separate dry clean items in advance.

 

How do I place an order?

 

Getting a collection slot is simple. You can place an order with us online at https://www.love2laundry.com  or via our mobile app.

 

I’m unsure if one of my items can be cleaned. What now?

 

You can find all of the information you need to place an order with us online at https://www.love2laundry.com/  or by downloading our mobile app but if you still have questions about a garment, our customer service team are on hand to help. We have years of industry experience that we are only too happy to share with you. Simply call us to discuss your individual requirements.

 

What if I’m unsure how my items should be cleaned?

 

Our top priority is caring for your clothing so if you aren’t sure how your items should be cleaned, you can guarantee that our team of experts have the answer. Even we get stumped from time to time, but if this happens we will return the item to you safely.

 

What happens to my clothes after collection?

 

Once your items have been collected, they will then be delivered to one of our washing facilities and weighed and sorted by one of our laundry experts. This is where the magic happens. They will then be returned to you sparkling clean at a time to suit you.

 

Why are some items more expensive that others?

 

Women’s blouses for example are often more delicate than men’s shirts and the tailored fit often requires more care and attention at our end. For this reason, the price for blouses and other delicate items may be higher. All of our pricing is clearly explained on our website and our mobile app so there won’t be any surprises or hidden costs.

 

Are there items you don’t accept?

 

We do accept most fabrics, but if you include items made from fur, velvet, leather or suede, the price will be determined on inspection. Should you include any items that fit these categories, we will be in touch to let you know the price asap.

 

How can I access my account?

 

There are a number of ways that you can access your Love2Laundry account quickly and efficiently. You can log on to our website from any device or download our mobile app so feel free to use whichever method suits your lifestyle.

 

Should I have received a password for my account?

 

You can create a password when you set up an account with us. If you have forgotten your password, you can click on forgot my password and we will email you a link to create a new one.

 

Can I have one account for the whole family?

 

We understand that setting up separate accounts for other family members is time consuming so we’ve made it easy to organize laundry pick ups and collections for the whole family from one account.

 

I have an International card. Will you accept it?

 

Here at Love2Laundry we make payments simple and one of the ways that we do this is by accepting all forms of card payments, even international cards. This includes Visas, MasterCard and even American Express. Whether you have a European card or a non European card, we can accommodate you.

 

Where’s the receipt for my laundry?

 

If you require a VAT receipt, this is no problem at all. Simply get in touch with our customer care team at info@love2laundry.com and we will send you a receipt by email.  You can also use the invoice we send you via email as a receipt.

 

Where can I find my order history?

 

Don’t worry, you can see all of your past orders in your Love2Laundry account so you can check your order history at any time. Simply log in to your account to see completed, processed and cancelled orders. Our app makes it simple to access information on all orders past and present.

 

How can I cancel my order?

 

If last minute plans have come up and you are now unable to be there for collection or delivery and wish to cancel an order, that’s no problem at all. Call our customer service team on 0203 600 0296 or email us at info@love2laundry.com.

 

How do I download the app?

 

Our mobile app makes placing an order or amending an order on the go simple. There are a number of ways to download it. You can download it directly from the App store or Google Play if you have an Apple iPhone or you can find a link to download it directly to your phone on our website.

 

Can I earn loyalty points?

 

Yes, of course. For every pound you spend with Love2Laundry, you get one point. Once you reach 500 points, you will receive a 10GBP discount to use on future orders or every 100 points you earn will create a 2GBP discount.

Do you have any aftercare advice?

 

Once your order has been delivered by a dedicated member of our team, there are a number of steps that we advise you complete. Check the returned order and ensure that there are no items missing. Take the time to inspect the quality of our work and don’t hesitate to get in touch should you not be 100% satisfied with your laundry. Your feedback is important to us.

 

Dry Cleaning

 

Are you insured in the event of damage?

 

We understand that putting your high quality garments in the hands of someone else can be rather daunting but rest assured, we will handle your items with the upmost care. While damaged items are an extremely rare occurrence, Love2Laundry are insured for such an occurrence.

 

Why do my garments have labels on?

 

Don’t worry, this is no cause for concern, these labels are attached with safety pins used for our reference only and they help us keep track of your clothes during the dry cleaning process. You can simply take out the pins and dispose of them.

 

Can all types of stains be removed?

 

We’re not magicians but our talented team will go above and beyond to return your items stain free thanks to our innovative cleaning equipment. We use the latest technology to bring you a stain removal service that is second to none but occasionally there are some stains that elude us. While we cannot promise to eradicate all stains, we always do our upmost to return you items in immaculate condition.

 

Wash, Tumble Dry & Fold

 

Should I weigh my clothes before collection?

 

Not at all, our team of laundry specialists will weigh in your order on arrival at the facility or if you prefer, we can weight it at your door. Once that has been done, we’ll update your order with the weight.

 

When making a Wash, Tumble Dry & Fold order, is there anything I can’t include?

 

Please also make sure that any dry clean only garments aren’t included as they could shrink during the tumble dry process.

 

Should I separate my order into colours and whites?

 

At Love2Laundry, we do all the hard work for you. That includes sorting your items into colours and whites. We believe laundry shouldn’t be time consuming and every member of our team is dedicated to saving you time.

 

Are my clothes cleaned at a certain temperature?

 

Here at Love2Laundry, we are proud to provide our customers with a plethora of laundry preference options. We are the only laundry specialist in the market today who is providing this tailored service and you can choose to wash your clothes at the temperature of your choice. You can even decide on the temperature that they are tumbled dried. Customers can choose what temperate they want to wash at, what soap they want to use, how they want it to get tumble dried. Simply edit the preference options to tailor our laundry service to your individual needs.

 

What detergents do you use? Can the service be tailored to my preference?

When placing an order with Love2Laundry, we also give you the option to choose your preferred detergent. You can set your preferences at the touch of a button and take your pick from a range of bio and non bio detergents. We know our customers like things done a certain way and this gives you more control over the way your clothes are cleaned.

 

Will my clothes be tumble dried?

 

If you have placed a Wash, Dry and Fold order with us, your clothes will be tumbled dried at a temperature of your choice before they are returned.

 

Do I have to return the bag?

 

Take it, it’s yours. We suggest keeping this bag and pulling it out when it’s time to place another order with us.

 

Do you offer an iron only service?

 

Yes, we are pleased to provide an ironing only service to our loyal customers. All garments are priced differently and you can browse our range of iron only services via our website at https://www.love2laundry.com/pricing.html  or via the Love2Laundry app.

 

Do you provide a repairs and alterations service?

 

Yes, alongside our extensive menu of laundry services, we can also provide you with speedy repairs and alterations. Whether you need a pocket repaired, a button sewed on or trousers taken up, we can help with all of this and more. Perhaps you need a pair of shoes repaired? We’ve got it covered. Whether you need a heel repair or a sole replacement, we can make your shoes look as good as new as well as the rest of your laundry.

 

What about kid’s clothing. Is this priced differently?

 

Our laundry services are priced depending on weight rather than size so we don’t offer a separate pricing system for children’s garments.

 

Can I include underwear in my order?

 

Yes, of course, simply include any lingerie along with the rest of your clothing order.

 

Do you offer a wedding dress cleaning service?

 

While our laundry services are extensive, we do not currently offer a specialist bridal cleaning service.

 

What are the rules regarding wet clothing?

 

If any items in your order are damp or wet for any reason whatsoever, we ask that you dry them completely before including them in your order.

 

Can I Include Pet Related Items?

 

Unfortunately, our cleaning services don’t extend to pet related items at this moment in time.

 

Can I track my order?

 

Yes, tracking your order with Love2laundry couldn’t be easier. You can do this online or via our mobile app.

 

Instant Orders

 

Can you tell me more about your instant order service?

 

Any time! Our instant order service is a convenient way to place an order with us without selecting any options or preferences. For example, you may know that you have laundry to do but you may not be able to break it down into the exact number of skirts, tops and trousers. In this instance, our instant order is ideal and you can place an order simply by selecting your chosen day for collection and we will do the rest.

 

How does it work?

 

We will sift through your order and send you an itemized list via email once your order has been sorted by a member of our team. Placing an instant order is simple. In fact, it’s just the same as placing a regular order with us and you can do this online at our website or via our mobile app.

 

Do you provide Monthly Laundry Services?

 

What about family packages?

 

Wouldn’t it be nice if there was a laundry package to suit the individual needs of your family? Well now there is. We provide tailored laundry packages to suit you and our family packages make it easy to keep those laundry chores to a minimum. The service includes a 16 kg weight limit per week for up to 4 weeks. In this case, mixed colour bundles are allowed as a member of our team will sort the colours upon collection. Any package cannot be brought forward to the next month and must be used in the four-week period.

 

Do you do couple packages?

 

Yes, we also provide a number of laundry options for couples should this be of interest. The service includes one 12 KG wash per week for up to 4 weeks. When placing a couple order, mixed colours are allowed as a member of our team will sort through your order on arrival. The package must be used within the four-week period and cannot be rolled on to the next month.

 

Collection & Delivery

 

I need clean clothes, when can they be collected?

 

You can request a collection with us any day of the week. We are on hand to collect your order between the hours of 8am to 11pm, Monday to Sunday, 7 days a week. Simply book a slot via our website or use our mobile app on the go.

 

What if my collection and delivery addresses are different?

 

Unfortunately, to place an order with Love2Laundry, your collection and delivery addresses must be the same.

 

I have a discount code. What Now?

 

Great, you can enjoy a discounted laundry service by imputing the discount code online or with the mobile app. You can do this during the check out process.

 

When will I receive my clean clothes?

 

We understand that speed is of the upmost importance and we strive to return your order within a 24-36 hour period. However, we can fit in with your schedule, if you are away or unable to receive your clean clothing, we can take as long as you wish. We’ll let you know if for any reason the items you have submitted require a longer cleaning process.

 

Can I return the hangers?

 

Yes, of course, we don’t want to take up valuable space in your home so a member of our laundry team will happily take them off your hands.

 

I’m busy. Can I change the collection or delivery times?

 

At Love2Laundry, we work around you to create a drop off and pick up a schedule that works for you. Simply call us or email us at info@love2laundry.com to amend your collection and delivery slot to a more convenient time. We simply ask that you give us more than four hours notice when making any changes to your collection and delivery slots and charges may apply if slots are rescheduled with less than four hours notice.

 

Do you store information about past orders?

 

You can find all of the information regarding any previous orders by logging in to your account opening the Love2Laundry app. Click on the dashboard to view your previous orders.

 

Whoops! I missed a scheduled collection/delivery, what happens now?

 

These things happen. Simply drop us a line via email and our customer care team will advise you on what to do next. If we do not hear from you, we will be in touch to arrange a new delivery slot but if we do not get a reply within 90 days, your clothing will be donated to a local charity.

 

I made a mistake and want to cancel my order. How do I do this?

 

Don’t worry, this happens all the time. All orders can be cancelled quickly and efficiently by calling us or sending us an email to info@love2laundry.com as long as you cancel with more than four hours notice. If you cancel with less than four hours notice, please send an email to our customer care team. Orders that are cancelled with four hours or less to collection time will incur a £5 charge.

 

My collection/delivery slot is greyed out. Why is this?

 

Apologies, if your desired collection or delivery slot is shaded out in grey, this means that the slot you want is unavailable.

 

My clothing collection has grown since I booked a collection. Do you take additional items?

 

Yes, no problem at all. Simply add any extra items to your clothing bag and one of our trusty laundry experts will take care of it for you.

 

I’ve accidentally included an item. What do I do?

 

It’s ok. If you contact us in a timely manner, a member of our team can remove the item from your order and return it to you.

 

Do you provide customer care around the clock?

 

You can get in touch with our customer care team between the hours of 8am and 8pm every day of the week except Saturdays and Sundays when the hours are 10am until 6pm.

 

You don’t deliver to my area. How can I use your service?

 

We are slowly but surely expanding our service so if we don’t currently offer collection to your postcode, with any luck we will do very soon.

 

Can I Use your service if I’m away from home?

 

No problem! If you are staying at a hotel that is in our catchment area, we will happily collect and deliver your laundry from a hotel of your choice. In order to do this, you will need to add the chosen address to your account and inform our drivers in the notes.

 

Do I have to be present for collection?

 

If you are staying at a hotel and cannot be there during the time of collection, a member of our team can collect your order from the reception. All you will need to do is inform our driver in advance to ensure collection goes smoothly. Put a note in the comments section when placing an order.

 

Can you give me an idea of when my driver will arrive?

 

We know that you are busy and that’s why we make it easy to track your driver’s progress to give you an idea of how long it will be before he arrives at your door for collection. You will receive a text message one hour before the driver arrival.

 

What if I need to contact the driver?

 

Your driver’s main focus is on getting to you safely and on time so it’s best you don’t disturb him during his journey. If you need to provide your driver with additional information that will be of use, it is wise to include this in the notes section when placing your order. For example, you may wish to leave a note regarding where the driver should pick up the area such as a hotel reception. Alternatively, you can leave a message with a member of our customer care team.

 

Why have I received a message regarding early delivery?

 

We like to be as efficient as possible and if our drivers can get to you early, they will do their best. However, if this isn’t suitable for you, simply ignore this message and your collection will remain at the original time. If you could benefit from early collection or delivery, simply reply YES to the message.

 

I love the service. Can I tip?

 

If you enjoyed our service, there are plenty of ways to show your gratitude. Why not leave us a positive review on our social media channels or visit our app to submit positive feedback? We love happy customers and this is one way to track your positive experiences with Love2Laundry.

 

The Payment Process & Feedback

 

Will my card be charged?

 

We understand that billing issues are a top priority. That’s why we use a secure payment system called Stripe to collect your card data, but rest assured, no payment will be taken until the cleaning process begins.

 

How can I pay?

 

Paying for your order is quick and easy. You can pay for our laundry services online and via our mobile App. We accept various forms of payment including American Express, Visa and MasterCard.

 

Do you store my card details?

 

At Love2Laundry, your financial data is in safe hands. We don’t store your card details on our server and we use the Stripe payment system to offer you maximum protection when making a transaction.

 

Is there a minimum order?

 

In order to place a collection with Love2Laundry, you have to meet the minimum order value of £15-20 depending on your location. If your order doesn’t meet the minimum order value, we can still accept it but you will be charged the same price.

 

What's your pricing?

 

The cost of using our laundry service will vary depending on your location. Visit our app to find out more details regarding pricing and don’t forget to look out for any special offers and discounts. We go above and beyond to save you money on your laundry duties and we are firm believers that laundry shouldn’t break the bank. You can find voucher codes on our website and mobile app and don’t forget to follow us on social media for special discounts. You’ll be pleased to know that laundry collection and delivery with us won’t cost you a penny.

 

My payment was declined. What Now?

 

If your payment wasn’t successfully debited, don’t panic. This can happen for a number of reasons. One of the most common reasons for this is that your card details may have expired. If this is the case, you can update them quickly by using our app. If this doesn’t rectify the problem, you will be notified by email and be given instructions as to what to do next.

 

How do I refer a friend to receive discount?

 

We offer all of our customers the chance to get discounts on their future orders simply by referring our services to a friend. Simply login to the dashboard to create your unique referral code. You can get 10 GBP off your future orders when your friend places their first order with Love2Laundry and they will get 10 GBP off too. There’s no limit to how many friends you can refer, so start saving on your future orders today.

 

I’ve misplaced my voucher code

 

Don’t worry, it may just be hidden away in your junk mail. If you can’t locate it here, a member of our team via our app and we can locate it for you. All of your past rewards and vouchers are stored in your account and they can be easily accessed by our staff.

 

I have more than one voucher can I use both?

 

No sorry, you can only use one voucher code per order.

 

I accidentally forgot to input my voucher code. Is it too late?

 

It’s ok, accidents happen all the time. It may not be too late if you have only just placed an order with us or your order has just been collected by a member of our team, we may be able to help. Simply call us on 0203 600 0296 or email us at  info@love2laundry.com to amend your order.

 

My voucher code hasn’t worked. What Now?

 

Apologies, these things happen. If you have entered a voucher code and your order hasn’t been discounted, this could have happed because the code has expired. This could also happen if you have entered a voucher code that you have previously used. Are you trying to use the code on items that cannot be discounted? If you are having problems inputting a voucher code, please get in touch with a member of our customer care team who will be only too happy to help.

 

Why has the price changed after placing my order via the app?

Our prices depend on your location so if you input this information after you have placed your order, the price may change accordingly. While we try and give you an accurate pricing option for our services, inputting your address when placing your first order with us is vital. After your first order, your address will be stored in our system so this shouldn’t happen again.

 

I have a general enquiry about Love2Laundry, can you help?

 

We are always happy to hear from our customers so if you have any questions, please don’t hesitate to get in touch. Customer service is important to us and we will always respond to any enquiries we receive via email.

 

How do I make a complaint?

 

If you are unhappy with our service for any reason, please don’t hesitate to get in touch. Our customer care team are on hand to deal with any issues you may experience. We will do our best to respond to any complaint in a timely fashion. Send us an email to info@love2laundry.com.

 

Corporate

At Love2Laundry, we have partnered with a number of local businesses to bring an exceptional service to our customers. We already work with a fair share of dry cleaning facilities to expand our coverage and we are always on the look out for potential businesses to partner with. Could this be you?

If you want to work with us, send us the details in an email at info@love2laundry.com.

How do I set up a corporate account with you?

In order to set up a corporate account with Love2Laundry, you will simply need to input information regarding your business. In order to create an account, we will need an email address from you and the contact details of your accounts department.

We have more than one office, do we need to open two accounts?

No, not at all. Visit our website or place two orders separately and we will collect your laundry from two locations. Just leave us a note that these two addresses are connected and let us take care of the rest.

How does payment work?

We can tailor payment options to suit your needs. You can pay via the app when you place an order, upon delivery or one monthly payment.

Can our employees have their dry cleaning collected from their workplace or their home?

Employees can have their dry cleaning collected from an address of their choice.

 

I have an Airbnb property. Can we work together?

 

Yes, if you are an Airbnb host, we can provide you with excellent laundry services at affordable prices.

 

How does the laundry service work?

 

We take the hassle out of laundry and when you place a collection with us, a member of our team will come and collect your laundry, clean it, dry it and fold it before returning it to you in perfect condition. We know that as an Airbnb host, clean laundry is a top priority. All orders can be managed online or via our handy mobile app.