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General Questions about our Laundry Services

What is your coverage area?

We service parts of the Adelaide metropolitan area. Please check your postcode here for confirmation on coverage.

 

How do I schedule my first order?

Please click here to schedule your laundry services. You will need to register your name, address and credit card details. If you have any difficulties, please send us an email to admin@laundrybasics.com.au and we will be able to assist you.

 

What needs to be prepared at my first collection?

Place your laundry into a disposable bag for the first order. We will transfer this into our specialty reusable bags that are provided free and you can continue to use these bags for future laundry.

 

What if I want to split a load for wash and fold?

Yes this is possible, however you will need to sort your laundry before pick up. On collection, inform our courier that you have split loads and they will prepare a new bag for you. There is a $10 surcharge per split.

 

Where are my clothes cleaned and who does the actual cleaning?

We have partnered with several local laundromats  to use their state of the art and modern facilities. Our experienced in house staff do all the washing and folding.

 

Is there a minimum order?

All wash and fold are charged by the bags.Please check price list for other items.

 

How long does it take for my order to be returned?

Your laundry can be returned to you within 48 hours. 

 

Do you provide dry cleaning and ironing services?

Not at the moment, but we will let you know as soon as it is available.

Pickup and Delivery

Do you charge for pickup or delivery?

No. It is provided free as part of our service.

 

Is there a failed pick up fee?

You will be charged $7.00 if you fail to be present during pick up. Please ensure that you are available to hand over your laundry or provide special instructions for us to get access for unattended pickups.

 

Can I change my pickup schedule?

Yes. Please email us at admin@laundrybasics.com.au and we will do our best to accommodate your request as long as our courier has not been sent.

 

Can my laundry get picked up if I'm not home?

Yes. Please leave your laundry in a secure location and let us know how to get access. If there are any special instructions, you can include these in your online order.

 

Can my laundry get delivered if I'm not home?

Yes. If you are not available to receive your laundry during this time and we did not get special instructions from you, we will place your laundry bag in the most secure location that we have access to.

 

Can I have my clothes delivered to an alternate address?

No. We are unable to deliver to alternate addresses at this moment. We are looking to develop this service in the future.

 

Do you provide same day service?

No, but we are working to provide this in the future.

 

Washing, Drying & Folding

The Laundry Basics bags are awesome, can I keep them?

Yes. You can keep the Laundry Basics bags as they are designed to be a laundry hamper to be used for your next orders.

 

Colours and whites - do I need to sort these?

Yes. It is your responsibility to sort them prior to collection if you prefer them to be washed separately. This is considered a split load and will incur a $10 per bag surcharge.

 

What is our washing or drying process?

Our washing is done with cold water with a temperature of around 30 degrees Celsius. Drying is done at medium temperature up to 65 degrees Celsius until dry.

 

Do clothes shrink in dryer and what are my options?

Yes they can. Especially with more repeated wash and dry cycles. Read the care label before including in the laundry bag.

 

Any other information that I should be aware of?

As for our laundry service, it is your responsibility to ensure that the laundry that you provide is suitable for our washing and drying process. Please ensure that you have reviewed your garment care labels properly. We will not be responsible for any damage due to improper sorting.

 

Payment & Billing of Laundry Services

How do I pay?

During the registration process you will have to enter your credit card details and use this for payment.

 

When will I get charged?

Your card will be charged when the items are cleaned and ready for delivery.

 

How and where are my card details stored?

We use a third party payment provider called Stripe. All information is encrypted before transmission and we do not store any card details on our database.

 

Are there any other hidden charges?

We have and will be totally transparent in our pricing. You can refer to our pricing page which lists the costs.

 

Do you accept cash or other forms of payments?

Unfortunately no, we are strictly cashless.

 

Complaints, Feedback & General Policies

What if something is damaged during the cleaning process?

It is your responsibility to inspect individual care labels. If any dispute arises as a result of our negligence, we will follow guidelines laid by the Drycleaning Institute of Australia for compensation.

 

How do I contact you in case of legitimate claims?

Please send us an email to admin@laundrybasics.com.au within 24hrs of receiving delivery with a description of the claim and photos. We will review your case and revert to our policy and get back to you as soon as possible.

 

More Laundry Basics Information