$20 off your first order - Use code LAUNDA20 at checkout

FAQ's

Your First Order!
What should I have ready for the first driver collection?

Just your clothes or bedding – your Launda service provider will bring a reusable Launda bag to place your loose items in, keeping them all together.
For Wash, Dry & Fold orders your Launda provider will leave you with a reusable bag upon delivery – for all those future orders.
If you require our ironing service you will receive a reusable garment bag.

What regions and suburbs do you cover?

We are adding new suburbs regularly. If you are in an area that is currently not being serviced, please send us an email to hello@launda.com.

How long does the cleaning take?

We aim to collect, clean and deliver your laundry and/or ironing within 24 hours. Select an
available delivery time that suits you and we will return your order to you then. If you require a faster service, please let us know.

Can I add extra items to my order when you collect?

Yes you can – just give any extra items you have to your Launda service provider. Extra items will be input into our system and your invoice updated.

Can I order by email or phone?

You can order on our website or by downloading our Launda app for iOS or Android.

Where are my clothes cleaned?

After pick up your clothes will be washed, dried and folded in the home laundry of your Launda Service Provider. They will use processes refined over 30 years of experience from our garment experts and founders.

What items don't you clean?

Any garment that has a care label of ‘Dry Clean Only’. Some large doonas and bulky bedding and household items such as large bedspreads and rugs will not be able to be cleaned. See our T&C’Sfor further details.

Wash, Dry & Fold
Do I need to weigh my Wash, Dry & Fold bag?

Launda charges per 5kg load, which is a standard laundry basket or 20 pieces of mixed clothing. Our reusable Launda bags have a marker halfway on the bag showing 5kg (1 load) and a full bag is equivalent to 2 loads.

What items can't be included in my wash dry fold

Silk, leather, fur, velvet or cashmere or any ‘dry clean only’ items. These are not suitable for machine washing or tumble drying.

Colours and whites - do I need to sort these?

We’ll do that for you. All you need to do is make sure you don’t include ‘dry clean only’ items with a Wash, Dry & Fold order.

What temperature do you wash the clothes?

Our Service Providers will generally wash at a temperature of 30°C unless you specify a cold wash.

Do you dry my clothes?

Absolutely! All your clothes in a Wash, Dry & Fold order are dried at a medium heat until dry, then beautifully folded. Please make sure the items you include are in fact tumble dry friendly but if you have an item you would like to be hung dried, just add a note when you place your order.

Can I keep the Wash, Dry & Fold bag?

Yes, we deliver your first order back to you within a special bag. Use it for your next order. Super quick, super easy

Collection & Delivery
When can you collect my order?

Whilst you can order 24/7, the collection and delivery times can vary subject to availability of your local Launda service provider.
To see when we are available in your area, download the App today or order online.

Can I schedule pickup and delivery at different locations?

Yes as long as the 2 locations are within approximately 10kms of your Launda Service Provider

Timeframe to clean - how long does it take?

If possible, we aim to collect, clean and deliver all orders within 24 hours. When placing your order please select your preferred delivery time.

Can I give you back my hangers from a previous order?

Definitely! Just hand them over to your Launda service provider on your next collection. We will recycle them for you.

Can I reschedule a collection or delivery?

Yes, you can amend your order within the app or online.
Please note there may be a cancellation fee for any collection which is cancelled or rescheduled at less than 2 hours notice as our service providers will be on their way to you by then.

I missed a scheduled collection/delivery, what do I do?

Not to worry!
You can reschedule your order within the App or online

Can I cancel my order?

Yes, unless your order is within 2 hours before the scheduled pickup slot.
A $7 cancellation charge for failing to be present or cancelling less than 2 hours before a scheduled collection may apply.

Can I add extra items to my order when you collect?

Yes. Just give any extra items to your Launda provider who will then update your order.

What are your customer care hours?

We are here to help from 8am to 6pm Monday to Friday. Please contact us by email at customercare@launda.com

Payment & Feedback
When will my card be charged?

Payment is collected once your order has been picked up and an invoice generated. For your security, all payments will be processed through Stripe, a highly secure third party payment provider. Every order you place with Launda uses Stripe to capture the amount and ensure payment is possible.

What if my laundry is lost or damaged?

It is extremely rare that items are lost or damaged. Our systems and procedures have been developed by industry experts with over 30 years of experience.
Your laundry bags are tagged, kept together, and kept separate from other orders at all times.
We wash in cold or lukewarm water and we separate dark and light colours. We dry in normal heat or hang dry specific garments if requested, and use standard washers and dryers. There is no part of our laundering process that is unique to what you would do at home and that would cause damage or loss.
However, in the rare event items are lost or damaged, you are protected under our Garment Protection Plan. See terms and conditions.

How can I pay?

Stripe accepts Visa/MasterCard/American Express cards.

How are my card details transmitted and stored?

Stripe is our independent third party payment processing provider. All sensitive information is encrypted using SSL (the industry standard) before being transmitted. As an extra level of security we do not store the card details on our servers.
Please see http://stripe.com/help/security for more details.

Is there a minimum order?

Yes – there is a minimum order value of $40. Orders under this amount will be charged at the minimum order value.

Is there a delivery fee?

Our pickup and delivery fee is $6 for all orders.

What's your pricing?

Launda has a recommended price list for our service providers, however pricing may vary between providers. See our recommended price list for details.

I have a general enquiry, how can I contact the team?

Thanks for getting in touch – you can reach us at hello@launda.com
Alternatively, if you have a suggestion for how we can improve then you can reach the team at customercare@launda.com

What if I need to make a complaint?

We value your feedback and treat all customer complaints with great importance and an opportunity to improve the quality of our service.
Please contact the Customer Care team by emailing customercare@launda.com You can review our complaints policy within our T&C’s.