I NEED HELP WITH MY BOOKING 

How do I schedule a collection?

If you are a new customer you can book your first order at https://app.laundrily.com/booking or via our mobile app (available for iOS and Android). Just follow the on-screen instructions and you’ll have clean laundry in no-time!

Can I collect from one location and deliver to another?

Please get in touch with us prior to your booking so we can check this for you. We might be able to help if the alternate address is in the same area.

I have placed an order. What now?

Our driver will come to collect your items, in the chosen time slot. If you do not have an available disposable bag for your items, our Laundryheap driver will provide one at arrival. You just need to ask them!

What happens if I miss a collection or delivery?

If you are not home during the selected time slot we will have to add a fee to your invoice (check your local price list for the exact fee). Your driver is paid for every attempt they make, even if you are not there. You can always reschedule your collection/delivery free of charge up to 2h prior to your time slot, directly from your account area.

Can I receive a delivery if I'm not at home?
If you leave in a building with a concierge/reception/porter, just select this option when booking and our driver will deliver there.
How can I track my Laundily driver?
We will send you an SMS when your Laundrily driver start driving towards your address, with a tracking link for you to see them real time. By following that link you also have the option to contact your driver directly. In case of any delays, we will do our best to notify you as early as possible, usually via SMS.
What if I need to change or cancel my order?

We completely understand. Just go to ‘My orders’, select the order you’d like to change/cancel and press on the ‘Order Help’ button in the upper right. It would be great if you could do that with at least 2 hours before the collection/delivery, otherwise a fee will be added to your invoice.

Can I change my cleaning instructions at the door?

Our drivers will help you tag your bags according to the services you have booked online. If you would like to remove a service, please contact us as soon as possible at help@laundrily.com or directly on live chat, and we will try our best to assist you, whenever possible. Letting your driver know will not be sufficient. Kindly have in mind that failing to do so might result in extra charges.

I gave items for ironing only but they still seem wrinkled. Can you explain?
Without washing, the ironing quality of very creased garments might not be as expected. If your items are very wrinkled, we strongly recommend opting for a ‘Dry cleaning & Ironed laundry’ service as everything will be then ironed fresh out of the washing/dry cleaning machine and the results will be fantastic. See our reimbursment policy area for more information.

PRICING & BILLING

how much does the service cost?

We offer different services that vary in prices. To view our full price list, please visit our prices page

Is there a minimum order value?

We have a minimum order value in each of $30 AUD. 

how will I know how much my order is?
Although we will only charge your order on the delivery day, using the card registered on your account, we thought you’d like to know what to expect. Our price estimator is conveniently located on our price page, ready for you to use before, during and after booking.
How do I pay?

When booking, you are required to insert your payment details. You can pay using Visa, MasterCard and American Express cards. At every order, we charge the card with our pre-payment value in your area. The final charge for your order is done automatically after the actual processing of your items, using the card we have on file.

How can I get a GST receipt?

A GST receipt will accompany your returned items. 

Are you storing my payment details?
Your safety is our concern. We use a highly secure payment platform called Stripe to process the payments. The platform safely stores all your sensitive information after encrypting using SSL (Secure Sockets Layer). See https://stripe.com/help/security for further details.
How do I redeem a promo code?
If you have a promo code, you can redeem it directly when booking  in the checkout section. You can only use on voucher per order.
Why are womens shirts considered blouses and priced differently?
There are many differences between a women and a men’s shirt, starting with the way they are made. Men shirts go through a strong process meant to remove grease and body oils. Also, they are placed onto a shirt buck and they are pressed flat between 2 large metal plates. This presses the cotton with extreme heat – the buck is made only for men sized shirts, which is also why the price is lower. On the other side, women shirts usually have different cuts, having curves instead of being straight as the men’s ones. This stops the facilities from using the same machinery for processing. Furthermore, almost always, the care labels of blouses will recommend a cold water wash due to the textiles and factory finishes – they are not made to last in a hot commercial laundry as men’s shirts do. On top, most of the times, women’s shirts require a hand finishing, which is also why the price is different.
Do you charge additionally for separate washing (colour separation)?

If you send us less than 6 kg and you request colour separation, we will have to charge you for 2 separate loads (light and dark colours). To get the best value we strongly recommend to send 12 kg or more if you require colour separation. See our Prices page for a full price list.

MY ACCOUNT

How do I update my contact information?
You can update your details in your Account area.
How do I reset my password?

You can reset your password in the Account area.

Where can I view my order history?

You can view your order history and all your past receipts in the My orders area of your account

How can I upodate my cleaning and delivery preferences.

You can get in touch with our team either by sending an email to help@laundrily.com or by writing to us on live chat, directly in our app, letting them know about the changes. The changes will be reviewed and the instructions will be amended if the order is not yet in processing. Please remember that our drivers will help you tag your bags at the door, according to the services you have booked online. If you would like to remove a service at that point, please contact us as soon as possible at help@laundrily.com or directly on live chat, and we will try our best to assist you, whenever possible. Letting your driver know will not be sufficient. Kindly have in mind that failing to do so might result in extra charges.

How do I add or remove a card?

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Repeat orders

After successfully booking an order at Laundrily, you are asked if you’d like to have the service recurring at a chosen frequency. You can choose to have an order booked weekly, once every two weeks or monthly. Upon selecting the frequency, your account is marked accordingly and the system automatically books an order for you, at your chosen frequency, so you don’t have to worry about anything. We will send you a confirmation email once each order is booked and you can cancel/reschedule directly from your ‘My orders’ area. You can change or cancel the repeat service at any time by getting in touch with our team by email at help@laundrily.com or by writing to us on live chat, directly in our app.

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My least favourite chore is no longer my problem.  Doing nothing is better than doing your own washing!

 

I have a busy schedule and live on my own so this means I now have more time to do the things that I want. 

I used a similar service while living in London. Soooooo happy it’s now available Newcastle.

Laundrily

Laundrily is an on-demand laundry app servicing the Greater Newcastle and Lake Macquarie regions of NSW.

Book a collection and we will pick up your laundry, wash it and return it to you in 24 hours