FAQ - Frequently Asked Questions

 

How does LaundryRepublic work?

What services do you offer?

How do I pay?

 

What happens if I don’t collect my finished laundry from the locker?

Will you take care of my clothes?

Are my clothes secure with LaundryRepublic?

 

What if there's a problem with my laundry?

Why should I set up Direct Debit or Auto-payment?

How do Direct Debit and Auto-payment work?

 

Are Direct Debit and Auto-payment safe?

Can I still use LaundryRepublic if I don't want to set up Direct Debit or Auto-payment?

Why does LaundryRepublic take a £0.01 payment from my card when I set up Auto-payment?

 

Is LaundryRepublic environmentally friendly?

How much will my order cost?

Is there a minimum charge per order?

 

What happens if my order doesn’t reach the minimum charge?

How fast is LaundryRepublic?

Why are some items 'delicate'?

Why do women's shirts & blouses cost more than men's shirts?

 

Will LaundryRepublic pass my details on to third parties?

Will I get back the £1 coin needed to operate the locker when I pick up my clothes?

How can I get LaundryRepublic in my building?

 

What should I do if I lose my key?

Will you still charge me £12 for less than 4 Kg wash and fold laundry?

What should I do if I want to get something repaired or altered?

 

What should I do if there are no free lockers?

What do I need to do to place an order by text message?

What if I lose my LaundryRepublic bag?

 

How does LaundryRepublic work?

LaundryRepublic is simple, and works in 3 easy steps:

  1. Lock your dirty clothes in any available LaundryRepublic locker
  2. Place an order online or by text message and we collect your clothes ASAP
  3. We return your clean clothes to the same locker and text you when they're ready

Find out more about how LaundryRepublic works

 

What services do you offer?

We offer a full range of laundry services, including:

  • Dry cleaning
  • Shirts / blouses (wash & iron)
  • Laundry (wash & fold)
  • Garment repairs & alterations
  • Shoe repair
  • Leather cleaning
  • Wedding dress cleaning
  • Duvets, towels, and bed linens

See our prices and services in more detail


How do I pay?

  • Direct Debit - set up Direct Debit via our secure provider GoCardless. Once set up, you will be charged automatically before we return your order to your building. Direct Debit is our most convenient and popular method of payment, and is fully protected by the Direct Debit Guarantee 
  • Auto-payment using a debit / credit card - register a credit or debit card via our payment provider SagePay, for automatic secure online payment. Once set up, you will be charged automatically before we return your order to your building. 
  • Alternatively, we can email you a payment link for each order, which you can use to pay with your credit or debit card

Please note that we do not accept cash for security reasons, nor cheques for timing reasons.

Place an order here


What happens if I don’t collect my finished laundry from the locker?

It’s very important you remember to pick up your laundry as soon as possible after it’s returned so that other residents can use the lockers. If you haven’t picked up your laundry within 2 days of it being returned to you, we will change the lock on the locker and store your clothes at our facility. In the event of this happening, please contact us immediately to arrange re-delivery.


Will you take care of my clothes?

Absolutely. We wash your clothes according to the manufacturer’s washing instructions, unless you tell us otherwise. For example, we’ll dry clean ‘Dry Clean Only’ clothes unless you instruct us not to. For wash and fold laundry loads, we take great care to wash colours and whites separately, so you don’t need to worry about colours running. It's up to you to check the care labels and tell us if something in your laundry order is not suitable for machine washing or tumble drying. Our experienced team will spot most things though, and if we have questions we'll call you straight away.


Are my clothes secure with LaundryRepublic?

Absolutely – when you lock your clothes in a LaundryRepublic locker, only you and we have access to your clothes. Our lockers are custom-made using robust steel and are fitted with secure coin-return locks.


What if there's a problem with my laundry?

If you have any problems with the LaundryRepublic service, we want to hear about them so we can resolve them quickly. Please contact us as soon as possible. You can call us from 8am – 8pm, Mon-Fri, and 10am - 7pm, Sat, on 0207 1933 130, or email us at customerservice@laundryrepublic.com. We aim to resolve all issues within 24 hours, rain or shine.

Find out more about our customer service commitment

 

Why should I set up Direct Debit or Auto-payment?

Choosing to pay by Direct Debit or Auto-payment saves you time. Once you've set up payment using one of these methods, you won't need to enter your payment details for every order and you’ll receive a faster, smoother service. You can set up Direct Debit or Auto-payment here

 

How do Direct Debit and Auto-payment work?

When you choose to pay by Direct Debit or via Auto-payment, you will be directed to the websites of our secure payment providers, GoCardless (for Direct Debit) and SagePay (for Auto-payment). Here, you will be instructed to enter your payment details (we don't store your card details ourselves, for security reasons).

Once payment has been set up your order will be paid for automatically, before it has been returned. You can update your payment details at any time by logging into your LaundryRepublic account and selecting 'Update payment details' from the menu in the top right of your screen.

N.b. If you choose to set up Auto-payment, a 1p charge will be put on your card to make sure it’s valid. 

 

Are Direct Debit and Auto-payment safe?

Absolutely. To ensure the highest possible security, we don’t store your any of your payment details – instead, they are looked after by our secure payment providers, GoCardless (for Direct Debit) and SagePay (for Auto-payment). LaundryRepublic is fully compliant with Payment Card Industry (PCI) Data Security Standards, to protect your data.

Choosing to pay by Direct Debit or Auto-payment doesn’t mean any surprises when it comes to your bill. We email you an itemised breakdown of your order before we process it so you know the exact cost, and you are always welcome to get in touch if you would like to discuss our pricing. You can set up Direct Debit or Auto-payment here


Can I still use LaundryRepublic if I don't want to set up Direct Debit or Auto-payment?

Yes, absolutely. If you choose not to set up Direct Debit or Auto-payment, we’ll send you a Payment Request email for each order. It contains a link you can follow to pay via PayPal or any credit or debit card. Once you’ve paid, we’ll deliver your clean clothes back to your locker.

 

Why does LaundryRepublic take a £0.01 payment from my card when I set up Auto-payment?

When you register for auto-payment, 1p is charged to your card to confirm it’s valid. Don’t worry – this only happens once and we’ll refund this 1p with your first order.

 

Is LaundryRepublic environmentally friendly?

Environmentally sustainable dry cleaning and laundry is very important to us at LaundryRepublic, and we’re working hard to reach this goal. Inevitably, dry cleaning and laundry consumes some energy and involves the use of some chemicals. However, we make every possible effort to minimise our impact on our environment:

- Hybrid vans: we use dual-fuel LPG vans, reducing our carbon footprint and producing zero particulate emissions to keep London’s air clean

- Recycled packaging: we aim to recycle all of our plastic packaging and hangers. Please leave packaging and hangers from previous orders in with your next order for us to collect and recycle

- Modern machinery and super-efficient filters mean we minimize the energy, water and chemicals needed to clean your clothes properly

 

How much will my order cost?

To make using LaundryRepublic as easy as possible, we will sort your clothes, calculate the total order cost for you, and email you straight away so there are no surprises. If you have a question about the contents of your order, get in touch as soon as possible on 0207 1933 130 or customerservice@laundryrepublic.com.

 

Is there a minimum charge per order?

Yes, the minimum charge is £15 per order. This equals around 5 days' worth of shirts or 1-2 items for dry cleaning. The minimum order charge does not apply to your first order, when you’ll receive a 25% discount.


What happens if my order doesn’t reach the minimum charge?

If the total cost of your order doesn’t reach £15 we’re still happy to do it for you – you will be charged the £15 minimum order fee.


How fast is LaundryRepublic?

We offer two options for turnaround time:

  1. Standard Service – 3 days max (e.g. place order on Tuesday, clean clothes back in locker by Friday), although we will return orders more quickly if possible
  2. Next Day Service – place your order (online or by text message) before 9.30 am, we’ll return your laundry by 5pm the next day - £6.95 per order supplement

When you order online, select your turnaround time preference on the order page. When you order by text message we assume standard service unless you add ‘ND’ after the locker number (e.g. ‘1107 ND’).

We pick up and drop off orders Monday to Saturday. This means if you place an order on Saturday your clothes will be ready by Wednesday using our standard service. Next day orders, if placed before 9.30am on Saturday, will be ready by Monday. 

Please be aware that in exceptional circumstances some delicate items, shoe repairs and garment repairs may take longer than this. We will contact you as soon as possible if any of your order will take longer.

Find out more about our turnaround times here

 

Why are some items 'delicate'?

Some items require extra special care when they are cleaned. There are several features that might make a garment delicate:

  • Material (leather, silk, linen, velvet and some other materials)
  • Decoration (beads, sequins, embroidery, decorative buttons, buckles, etc.)
  • Pleats, folds and frills

Our highly-skilled laundry team are experts at cleaning delicate garments, and have many years of experience. However, these features can all increase the time required to clean or press a garment, making the process more expensive. As a result, we do charge more for delicate items, although the exact price cannot be guaranteed until we have collected your order and seen the garment. We will always email you a detailed breakdown of your order before we clean it, including prices, and are happy to discuss any special requirements or queries you may have – email customerservice@laundryrepublic.com or call 020 7193 3130

 

Why do women's shirts & blouses cost more than men's shirts?

Women's shirts and blouses cost slightly more than men's shirts because they are smaller and so do not fit on standard shirt pressing equipment. Instead, they must be pressed entirely by hand. This produces results just as excellent, but it does take more time and effort, which costs more.


Will LaundryRepublic pass my details on to third parties?

LaundryRepublic operates a strict privacy policy. We won't give your personal details to third parties. Any payment details you provide go directly to GoCardless or SagePay, our secure online payments partners. LaundryRepublic does not store your payment details, for security reasons.


Will I get back the £1 coin needed to operate the locker when I pick up my clothes?

Yes, absolutely. When you open the locker to take out your clean clothes, your £1 coin will drop into a tray right under the lock, inside the door.


How can I get LaundryRepublic in my building?

We’d love to offer LaundryRepublic in your apartment building – and we’re happy to reward residents who help us. Once we start serving the building, we'll give you £50 credit as a thank you. Request LaundryRepublic in your building.


What should I do if I lose my key?

If you lose your key please let us know as soon as possible. You will be charged a £20 key loss fee to cover the cost of replacing the lock. If you subsequently find the lost key, let us know and we will refund you £10 upon receipt.


Will you still charge me £12 for less than 4 Kg wash and fold laundry?

Unfortunately, yes. Your laundry is carefully washed, dried and neatly folded every time, and our professional washing and drying machines cost the same to run whether or not your laundry fills them up, so we have to charge for a standard load.

 

What should I do if I want to get something repaired or altered?

Please write your requirements in the Special Instructions box when ordering online, or get in touch on 0207 1933 130 or customerservice@laundryrepublic.com. We perform everyday repairs and minor alterations at competitive prices, but we may need to speak to you if your request is complex.

 

What should I do if there are no free lockers?

Occasionally there may be no lockers free for you to use. If this happens, please let us know. Then we can arrange to install more lockers to make sure you can always use us when you need to. Just call on 0207 1933 130 or email customerservice@laundryrepublic.com.

 

What do I need to do to place an order by text message?

Ordering by text message is fast and easy – you can start placing orders using your mobile phone as soon as you've created your free LaundryRepublic account. Find out more about how to order by text message.

 

What if I lose my LaundryRepublic bag?

If you lose your LaundryRepublic bag let us know and we’ll supply you with a new one (plus name tag) with your next order. In the mean time, you can use a plastic bag (make sure you put your name on it, so we can identify it).