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Have a question? Find the answer in our FAQ's

If you have a question about your existing order, please email customercare@laundromap.co.nz

Your First Order!

What should I have ready for the first driver collection?

Just your clothes – your Laundromap Experts will bring a Laundromap bag to place your loose clothes in, keeping them all together.

For Wash, Tumble Dry & Fold orders your Laundromap Expert will leave you with a reusable bag upon delivery – for all those future orders.

What regions and suburbs do you cover?

Right now we are focusing in Auckland but will be expanding rapidly to other destinations in New Zealand and Australia.

The quickest way to find out if we cover your area is to download the app or enter your postcode at www.laundromap.co.nz to get the latest information and find and pricing.

How long does the cleaning take?

We aim to collect, clean and deliver your laundry all within 48 hours. However we can get busy so select an available delivery time that suits you and we will return your order to you then.

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

Yes you can – just give any extra items you have to your Laundromap Expert. Extra items will be input into our system upon arrival at our laundry facility.

What items should be laundered and which should be dry cleaned?

With your dry cleaning, we’ll check the label and see how to best treat it – we may even call you if we aren’t sure how to proceed with washing an item that looks delicate.

Please note that we cannot check care labels of items in Wash, Tumble Dry & Fold orders. So please separate dry clean and laundered items.

We recommend you do not include shirts in Wash, Tumble Dry & Fold orders so they can be pressed to a crisp finish.

 

Can I order by email or phone?

It’s much easier for you to order online or through the app. Why not download Laundromap for iOS or Android now and try it out?

Can you clean a specific type of clothing?

You can search our categories in the app to find the types of clothing we do support (quite a large range!). If you can’t find the category in the app then feel free to contact Customer Care so we can check for you.

I'm not sure how my items should be cleaned?

That’s ok – we are experts when it comes to knowing the best cleaning methods.

We’ll always do our best to make sure your clothes are handled correctly and with the utmost care.

If there’s any doubt or we can’t find a care label, we’ll have one of our cleaning experts give you a call before we proceed.

Alternatively, if we can’t get hold of you we’ll return the item to you uncleaned so there’s no possibility of damage to your items.

Where are my clothes cleaned?

Depending on where you live you clothes will be cleaned at one of our partners professional grade cleaning facilities. Their team of local and experienced dry cleaners will always handle your clothes with the utmost care.

Why do women’s blouses cost more than men’s shirt?

Typically a women’s shirt or blouse has a more tailored fit and variable style than a man’s. In many cases, this will require more time and attention to provide a quality clean.

What fabrics don't you clean?

Leather, suede, velvet or fur items. This is because of the cost to clean these items usually outweighs the benefit to you.

In the rare event that we receive your clothes and cannot clean them, we will notify you as soon as possible.

Dry Cleaning

What if my clothes are damaged?

Incidents of damage to date have never occurred! – but we understand it’s common customer concern. That’s why we’re fully insured!

In the extremely rare event your item is damaged, we’ll reimburse you in accordance with our compensation policy. Please refer to the T&Cs for more details.

Can all stains be removed?

We use the very highest quality equipment and industry-leading stain removal products. But unfortunately, we cannot guarantee to remove all stains.

If you are dissatisfied with the quality we provide we offer a free re-clean.

Wash, Tumble Dry & Fold

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

Not at all. All Wash, Tumble Dry & Fold orders are weighed when they reach the facility. You’ll receive a confirmation email of the final weight from our team.

 

What clothes can't be Wash, Tumble Dry & Fold?

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

Bedding and towels too. These should be ordered separately to ensure the best possible clean for large items.

 

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 items with a Wash, Tumble Dry & Fold order.

What temperature do you wash the clothes?

A temperature around a 30 degrees is used for all Wash, Tumble Dry & Fold orders.

Do you dry my clothes?

Absolutely! All your clothes in a Wash, Tumble Dry & Fold order are tumble dried at a medium heat until dry.

Please make sure your clothes you include in a tumble dry order are in fact tumble dry friendly! (And no, we do not put your dry cleaning orders orders into a tumble dryer, they are professionally cleaned and ironed crisp)

Can I keep the Wash, Tumble 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?

Typically we are available all week from 7am to 10pm although collection and delivery times can vary subject to availability.

To see when we are available Order online or download the app today!

Can I schedule pickup and delivery at different locations?

Currently pickup and delivery needs to be at the same location. We will be adding multi-location functionality very soon.

Where do I input the voucher code?

Please enter your voucher code on the checkout screen at the end of the order process. This can be entered on both our web and apps ordering platform.

Timeframe to clean - how long does it take?

If possible, we aim to collect, clean and deliver all orders within 48 hours. Sometimes we can get busy so we when placing your order please select your preferred delivery time that suits you.

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

Definitely! Just hand them over to your Laundromap Expert 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. This can be found in your order basket – located in the top right of the iOS and Android app.

Please note there is a cancellation fee of $7 for any collection which is cancelled or rescheduled at less than four hours notice as our experts have already packaged up your order and will be on their way to your suburb by then.

Where can I find my order history?

Order history can be found by tapping the basket icon in the top right-hand corner of your iOS or Android app – showing you any previous orders you have made.

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

Not to worry! Email us at customercare@laundromap.co.nz.

Alternatively, you can reschedule your order your by clicking on the basket icon – located in the top right hand corner of iOS or Android apps; and on the web.

We will try contact you within 30 days to arrange a new collection and delivery time.

If you’ve not claimed your clothes within 90 days we reserve the right to give them to a NZ charity.

Can I cancel my order?

Yes, unless your order is within 4 hours before the scheduled pickup slot. Please contact Customer Care via customercare@laundromap.co.nz if this is the case.

A $7 cancellation charge for failing to be present or canceling less than four hours before a scheduled collection will apply.

Why is my collection/delivery time greyed out?

Our Laundromap experts are very busy with other orders and we can’t take anymore, sorry!

Please select another available time for us to see you.

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

Yes. Just give any extra items to your Laundromap Expert. We will update your order when the extra items arrive at the laundry facility.

What are your customer care hours?

We are here to help from 7am to 10pm Monday to Friday. Please contact us by email at customercare@laundromap.co.nz.

Payment & Feedback

When will my card be charged?

Stripe is our highly secure third party payment provider. Every order you place with Laundromap uses Stripe to capture the amount and ensure payment is possible.

Payment is collected when we start cleaning your clothes at the facility, although, some banks may show the capture as a recent transaction.

How can I pay?

Via Visa/MasterCard/American Express cards right in the app.

How are my card details transmitted and stored?

Stripe is our 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 https://stripe.com/help/security for more details.

Is there a minimum order?

Yes – there is a minimum order value. Orders under this amount will be charged at the minimum order value. You can use vouchers and referral codes to lower the amount you actually pay, but some promotions may affect the minimum order value.

What's your pricing?

Prices depend on your location. and special offers in your area at the time. Order now to view these for yourself.

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

Thanks for getting in touch – you can reach us at hello@laundromap.co.nz.

Alternatively, if you have a suggestion for how we can improve then you can reach the team at
customercare@laundromap.co.nz.

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 product and service.

Please contact the Customer Care team by emailing customercare@laundromap.co.nz.

You can review our service terms in full at https://www.laundromap.co.nz/service-terms/

Australia / New Zealand
 
  • MasterCard accepted
  • Visa accepted
  • AMEX accepted
Open from
7am to 10pm every day

© 2017 Laundromap NZ LTD

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