Faq

Faq

Frequently Asked Questions

The Service

We cover most of London and home counties.
Download our app for Apple’s iOS or Google’s Android. Just signup and choose an available time slot for pick-up/delivery and follow the onscreen instructions.
We deliver all standard laundry and dry-cleaning within 24 hours. We will always do our best to let you know in time if you included items that require a longer time to process, or if there are any changes to the delivery of your order.
We deliver and pick-up normally everyday, from 9 am to 11 pm. Different times may depend on the area or availability.
Yes, we could do that for you, as long as the locations are in the same area. Please contact us at customercare@wassh.co.uk or via live chat to arrange it.
All the processing, washing & dry-cleaning is done at our factory in Harrow, making sure we can offer you a 24 hours turn around service. All the facilities are top notch, with vast experience in handling delicate attire, so your items are in good hands.
To ensure the affordable prices & highest standards, we constantly improving our operations and logistics. Please see our affordable price list here. If your item is not on the price list, feel free to contact us for a quote.
If you send us few items (anything less than 7 kg) we will have to charge you for 2 different washes. To get the best value we recommend you to send 14 kg or more for items that need separate washing.
Our in house team will happy to answer all your queries every day, between 9am and 6pm, either via live chat or by email at customercare@wassh.co.uk

Your Order

Although we are always trying to find ways of simplifying our service, for the moment you can only place an order via our app.
Yes, the minimum order value is £20 . Vouchers or referral codes can be used at any time.
Please contact customer support via live chat or at customercare@wassh.co.uk to cancel your order. All cancellations up to 2 hours before the chosen collection/delivery time slot are free of charge. However, if you cancel an order less than two hours before a scheduled collection/delivery, a cancellation fee will be applicable.
Our staff will come to collect your items, at the time requested. If you do not have a bag available, our staff will provide one at arrival. We will make sure to leave a reusable Wassh bag at delivery, making it easy for you to prepare for future orders.
You don't need to do that. Your bag will be weighed at the facility, with professional scales. In case you would like to have an estimative weight at collection, please do not hesitate to ask our staff to check it for you.
Don’t worry. If you can not be reached by our driver, please contact customer support via live chat or at customercare@wassh.co.uk to arrange a new collection/delivery. Please have in mind that a fee of new collection/delivery will be applicable.
Absolutely. You may change the time slot, free of charge, if the request is made with minimum 2 hours before collection/delivery.
Yes, of course. Our staff will be more than happy to add new items to your order, so please hand them all extra items, including washing instructions. If you would like to remove an item or service from the ones chosen online, please contact us directly at customercare@wassh.co.uk or via live chat, and we will gladly assist you, whenever possible.
Absolutely. The bag is suitable to store all your laundry for your next collection.
Although we are doing our best to offer a great customer service experience, if you feel something went wrong, please contact us via live chat or by email at customercarep@wassh.co.uk and we will treat your complaint with great care and urgency.

Washing Information

Yes, you do. This will ensure everything will be processed as per your requirements. We advise a separate bag for each type of service you require (laundry, dry cleaning, ironing).
Your safety is 1st priority to us and we would like to offer you the possibility of choosing between bio and non-bio detergent. Just make sure to select it when you place the order online, or simply ask the driver to write it down at collection.
Your items are handled with our in house drivers with maximum care and up-to-date equipment. In the extremely rare case that a damage occurs, it will be covered by our insurance in accordance to our Terms and Conditions. Please have in mind that all claims must be made within 24 hours after delivery.
We are proud of ourselves to deliver a high quality service with convenience. However, if you are not completely satisfied, please let us know and we will wash your clothes again for free.

Account

Yes. Your order history can be seen in the Orders section on the website, after you login.
You can simply add it in your account, in the “Account credits” section. Please have in mind that you can only use one voucher per order.
Your password can be found in your account section, under Profile. Just click the edit button, insert the new password and press Save.
Just head over to your account section, where you can either edit your main address, or just add a new one.

Payment

At the moment you can pay with Visa, MasterCard and American Express. We will only charge you at the end of the service, via the card inserted in your account. All transactions are securely processed through a service called Stripe, which is one of the safest ways, with solid encryption using SSL.
We authorize the payment method used to place an order, just to make sure is active and with sufficient funds. This authorization is automatically refunded once the order is completed, so there is nothing to worry about.
A history of all your past orders and breakdowns, is available for you in the Orders section, on our website. The receipt is prepared within 24 hours after delivery. This is because the service is very fast and the facility needs time to submit the information to us.
You can add a new card in the account section. In case you would like to remove an old one, contact us at customercare@wassh.co.uk and we will be happy to help you with that.

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