ABOUT LAUNDRILY

How does Laundrily work?

Download our app or hit Book Now if you’re on your computer, create an account, then simply select the required service and choose the dates for the collection & delivery, leaving any instructions for the driver – we’ll take care of everything else.

What services does Laundrily provide?

Laundrily provides a number of different services.
Wash Dry Fold – This is our most popular laundry service. Items are machine washed at 30 degrees and tumble dried at a medium temperature, then folded and packed together.
Wash Dry & Iron – The items are processed individually, washed, then ironed and placed on hangers for you to wear immediately.
Ironing only – You can send us your clean clothes and we can iron them for you. Please keep in mind that ironing will not remove all wrinkles if the clothes are extremely creased. These may need to be dry cleaned.
Bedding – Items such doonas, toppers, pillows, large blankets MAY require a 72h processing time due to drying times and they will be priced individually.

What locations do you service?

We service the Greater Newcastle and Lake Macquarie areas of New South Wales.  This extends up to Medowie, Raymond Terrace and Heathrebrae and south to Morriset. Please send us an email or direct message of you live in this area and have trouble booking.

What is the turnaround time?

All standard laundry is ready for delivery within 24 hours. Some bulky items may take longer to dry and may take up to 72 hours to process.  Once ready, we will deliver it as per your booking instructions.

Where do you clean my clothes?
After your items are collected by our driver, they are taken to one of our local company owned or partner facilities. Each order is processed separately – Laundry orders are weighed and cleaned, while all other services are individually itemised and processed. As a small local business we take pride in supporting others and minimizing the carbon emissions from transport.
I am allergic to certain types of detergent. Do you allow for this?

Your safety is very important to us and we would like to offer you the possibility of choosing between a range of detergent options including Soap Berries. Just make sure to let us know in the notes section of your order so we can accommodate this for you.

Can I use my own detergent?

Yes, you are able to supply your own detergent. Please ensure that it is provided to us in a plastic container that does not leak. 

Do I need to separate the laundry items?
Yes, please do. This will ensure everything will be processed as per your requirements. We strongly advise using a separate bag for each type of service you require eg) laundry, ironing etc.
How can you ensure my items wont be damaged?

Your items are handled with maximum care and up-to-date equipment.

We will do everything we can to avoid damaging your laundry. Unfortunately, there are limitations to what we can do.  We can’t be held responsible if something left in your laundry (like lipstick, chewing gum, or a pen) causes any damage. Similarly, if you call and tell us that you left your favourite bracelet, or anything else, in your pocket, we can’t guarantee that we will be able to find it.

All laundering processes, regardless of how gentle, cause normal wear and tear on clothing. As a result, we cannot be responsible for any wear and tear of laundry, including loss of buttons, fading, fatiguing, holes, or abrasions. Similarly, we reserve the right to decline cleaning any particular piece of laundry if we think it will lead to trouble.

Cleaning and drying laundry also creates other risks. We do not individually examine every garment prior to placing it in the laundry. Therefore, if something is “dry-clean only,” or otherwise unsuitable for common washing and drying techniques, please do not include it in the laundry you give to us.

We wash all items together as our standard procedure. But if you divide your clothes into two separate bags before your pick-up, we can run two separate loads. This incurs a Separate Load Charge. Along the same lines, we can’t be held responsible for the re-disposition of colours (aka bleeding) or dimensional changes (aka shrinking or stretching).

Do you wash my clothes together with other peoples clothes?

That is a hard NO! Each order is washed separately so no need to worry about that. Your clothes are safe with us.

I've got the app and created an account and noticed a QR code on my screen. What is this for?

The QR code you see in the bottom right corner of your Homepage when using the booking app is a way for us to identify you.  It allows us to scan your code and bring up your account details as well as track your items. 

Do you offer contactless delivery?

For the safety of you and our partners, Laundily offers contactless delivery.

You can select a contactless collection or delivery and our driver will collect or deliver your items from a location of your choice. Alternatively, you can still meet one of our trusted drivers at your door where they will ensure to remain at least 2 meters or more away from you.

To have a contactless delivery, please provide instructions of where we should collect or drop off your items in the special delivery instructions field when you place your order. If you have any concerns or questions, please reach out to us at help@laundrily.com

Who Are We?

We are a local Newcastle family owned business who have been in the laundromat game for over 40 years. Our goal is to make life easier for our customers by saving them time and removing laundry chores from their day. By embracing new technology and developing our app, we know this is the future of laundry. It’s as simple as TAP – CLEAN – DELIVER.

Pre-Paid Bundles

What are prepaid bundles?

Prepaid bundles allow customers to pay for a specific type of item in bulk, at a discounted rate, and enjoy lower prices for the items they use the most. For example, if you purchase a 100-shirts bundle, you have 12 months to use them.

Where can I see my active bundles?

You can see all your active & inactive bundles directly in your account.

How can I purchase a prepaid bundle?

You can purchase a prepaid bundle at any time directly from your account area.

Do bundles expire?
Each prepaid bundle can only be used for a limited amount of time. Please check your account for more details.
Is there a minimum number of items required per order?

When you are sending prepaid items we calculate the price of each at a discounted price.

Keep in mind that we have a minimum order, you will have to send a minimum number of items to avoid an extra charge. For example, our minimum order charge is $40.

Depending on the shirt bundle you purchased, you need to send a minimum of shirts. If you won’t reach the minimum number of shirts, we will have to add an extra charge for the difference up to the minimum order. For any questions, please get in touch with our team.

Reimbursement Policy

What if an item goes missing?

In the unlikely event where an item goes missing, please let us know immediately either by sending an email to help@laundrily.com or by writing to us on live chat, directly in our app. Letting your driver know will not be sufficient. Any missing item must be reported to our team within 48 hours of the delivery of the order. All claims are reviewed on a case-by-case basis. Items are considered lost 30 days after the initial claim has been made.

How will I be compensated if my item goes missing?

Any reimbursement for a lost item will be limited to a maximum of $35. Anything beyond that will be evaluated on a case-by-case basis. All decisions on lost items are at Laundrily’s discretion and are final. Some exceptions:
1) Laundrily does not take responsibility for any items such as watches, jewellery, cufflinks, money, wallets, etc. and shall have no liability for such items.
2) Laundrily does not accept liability for any personal laundry bags that are not Laundrily branded bags.
For more information please read our Terms and Conditions.

What if my item is damaged?

Although we always try our best to prevent any damages to your items, every garment will wear out over time, and there is nothing Laundrily can do to predict or prevent this. Any damage must be reported immediately either by sending an email to help@laundrily.com or by writing to us on live chat, directly in our app. Letting your driver know will not be sufficient. All damaged items must inspected by Laundryheap through digital photos of each damaged item, within 48 hours of delivery of the order. All claims are reviewed on a case-by-case basis.

What is normal wear and tear?

Shrinkage from repeated laundering.
Color fading.
Small holes or tears.
Discoloration caused by hygiene or beauty products (deodorant, perfume, cologne).
Button or belts damage.
Thinning of fabric.

When are you liable for damage?

For damage related to normal wear and tear, Laundrily does not provide reimbursement or compensation. Furthermore, Laundrily is not liable for damage caused by you not selecting the correct service when placing an order (e.g. selecting a laundry service instead of dry cleaning), or when items are sent in incorrect bags (e.g. dry cleaning placed inside a labeled laundry bag). Laundrily is also not liable for damage caused by, but not limited to, items like pens and lipstick.

How will I be compensated if my item is damaged?

Any reimbursement for a damaged item will be limited to a maximum of $35. Any attempts at redemption beyond that will be evaluated on a case-by-case basis. All decisions on damaged items are at Laundrily’s discretion and are final.

What happens if I am not happy with the cleaning result?

We pride ourselves with delivering a high quality service. However, if you are not completely satisfied, please let us know within 48 hours of the delivery of the order either by sending an email to help@laundrily.com or by writing to us on live chat, directly in our app. Letting your driver know will not be sufficient. All claims are reviewed on a case-by-case basis and a re-wash will be offered at Laundrily’s discretion.

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

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 ‘Wash Dry & Ironed laundry’ service as everything will be then ironed fresh out of the washing/dry cleaning machine and the results will be fantastic. If you’ve sent extremely wrinkled items and you are not satisfied with the quality after processing, Laundrily might not be able to provide a refund/reprocessing. All claims should be made within 48 hours of the delivery either by sending an email to help@laundrily.com or by writing to us on live chat, directly in our app, and are reviewed on a case-by-case basis.

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I have a disability so this service means that I can remain independant. Thanks Laundrily. laughing

We have two kids under 5 and my wife and I both work fulltime.  It’s great to enjoy your time off with the family rather than simply oding chores.

Laundrily has become a part of my weekly routine and I couldnt be happier!

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.