FAQ



We cover almost all our customer queries here. Should you have any other queries, please let us know through our Contact Us page.


Operation


Question: Which areas do you cover?

Answer: At the moment we cover Redbridge and some parts of Stratford. However, we advise our customers to use their postcode in the post code checked on our homepage before placing any order.

Question: Where is my laundry cleaned?

Answer:  Once your clothes are picked up from your address, it goes to our specialist laundry and dry cleaners to be processed.

Question: How long does it take?

Answer:  We always try our best to deliver the clothes as soon as possible, however, some type of clothing may need more time. Normally we drop off your laundry within 24 hours of the pickup. Please check our terms.

Question: Do I need to place separate orders for dry cleaning and laundry?

Answer: Absolutely not. You can include both services in the same order. However, you will need to separate your laundry from your dry cleaning, placing them into separate bags.

Question:  Are my personal items in safe hands?

Answer:  Yes, absolutely. It is in our safe hands, and insured from the moment we pick them up to until we drop them off. 

Question: I need my clothes to be clean in a special way, what do I do?

Answer: With Just Laundry Online, the safety of your clothes is our main priority. So if you have any special requirements, please inform our pickup driver who will make a note of these and inform our cleaners personally.

Question: What if I am not happy with the cleaning?

Answer: If you are not happy with the cleaning, then we will re-wash your item for free.

Question: What if my item goes missing or damaged??

Answer: It is extremely unlikely, however in this rare circumstance, we will compensate you with our compensation policy. Please refer to our T&C for more detail.

Question: Do you wash everything?

Answer:  Our price range covers almost all types of clothing, however, please feel free to check our pricing and if any item is not there then please contact us using contact us or email at customerservice@justlaundryonline.com.

Question: I need an item to be altered, but I do not know how to do the order?

Answer: If you need our alteration service then you need to go on our alteration page and complete the form, attach pictures, and give as much detail as you can and we will handle the rest. Our specialist will be in touch with you within 24 hours with a quote.

Question: How do I pay for the Alteration service?

Answer: Once the price is agreed, then we will collect your payment over the phone, or send you an email invoice where you will be able to pay via  the WorldPay payment system.

Question: What if I do not agree with the price?

Answer: Highly unlikely as our price is very low compared to the market. In those rare circumstances we will return your item within 24 to 48 hours.


Payments


Question: How do I pay for the order?

Answer: You can place your order by paying with credit and debit card or PayPal. We also take payment over email invoice and over the phone on limited services such as alteration.

Question: How can I get a receipt? 

Answer:  Once you make the payment you will receive an email containing all the necessary information regarding the order.

Question: How much is the minimum order?

Answer: Our minimum order value is £15.

Question: When does my card get charged?

Answer:  Your card is charged when you make the order. If you change your mind, you can cancel your order and we will refund your money. Please refer to our cancellation and refund clause in T&C for more detail.

Question: Can I tip the delivery driver?

Answer: Our drivers are well looked after, however, it is entirely up to you. We would really appreciate if you give us feedback through our contact us page or social media pages.

Question: How can I change my card details?

Answer: You do not need to as we do not keep your card details.


Pick Up & Drop Off


Question:  How can I prepare for the first pick up and drop off?

Answer:  It's very easy. You just need to separate the laundry and dry cleaning items. Our driver will bring bags for the pickup. Also, when we drop your first order we will leave you bags for future orders.

Question: When is my order picked up and dropped off?

Answer:  The order will be picked up and dropped off according to the time that you booked while placing the order.

Question: Can I arrange the drop off to be at a different location?

Answer: If your drop off location is inside the area that we cover for the service then you can. To arrange that different location drop off you need to inform us via email at customerservice@justlaundryonline.com minimum of 3 hours before the drop off.

Question: Can I check the previous order?

Answer: Yes, you can check your previous order on your Account page.

Question: Can I cancel my order?

Answer: Absolutely, you can cancel your order at any time within our cancellation period, and your money will be refunded to you. Please refer to our refund and cancelation policy in T&C for more detail.

Question: Do I get charged for cancelation?

Answer: You will only be charged a cancelation fee of £2 if you cancel after the free cancelation period. Please refer to our Cancelation policy in our T&C for more information.

Question: Can I include any extra item with the existing order?

Answer:  Yes you can. You just need to inform our driver during the pickup and then the driver will make a note of the item. We will either send you the payment invoice via email to pay or we will collect the payment over the phone.

Question: Can I keep the bag?

Answer: Yes, absolutely. Our driver will leave you a bag after first drop off and if any bags gets damaged then we will give you another bag for free.

Question: I missed a pickup, what do I do?

Answer: If you missed a pickup then please contact us at customerservice@justlaundryonline.com to re-arrange a pick up. Unfortunately we have to charge you a No show fee of £5 which we will collect via cash and our driver will give you a receipt of payment.

Question: Can I change and re-book the pickup and drop off?

Answer: Yes, you can. You need to contact our customer service at customerservice@justlaundryonline.com minimum 2 hours before otherwise you might get charged for show fee of £5 which we will collect via cash and our driver will give you a receipt of payment. Please refer to our T&C for more information.


Your Account


Question: How can I change my password?

Answer:  You can change your password in your Account page

Question: How can I change my address?

Answer:  You can change your address in the Edit profile section in the account page.


Feedback


Question: How can I contact Just Laundry Online Limited?

Answer: If you have a comment or question for us please do not hesitate to get in touch, we would love to hear from you. You can get in touch with us using our contact us form or send an email to info@justlaundryonline.com

 

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