Frequently Asked Questions (FAQ)
When you place an order with us for load wash, we will provide a bag that corresponds to the size of your order during pickup. It is crucial to ensure that the bag can be securely closed after placing your items inside, as to prevent any items inside from falling out during transportation. Items inside are cleaned, tumbled-dried at medium heat and neatly folded before placing them inside a transparent carrier. It is important to note that this service does not include ironing.
It is the customer’s responsibility to ensure that all articles placed in the wash and fold bag are suitable for load wash and tumble dry in medium heat.
Load wash service is limited to daily wear garments that is only eligible for normal washing. However, bedding items such as quilt covers, towels, or bedsheets can be included in this service, without ironing. (curtains cannot be included in Wash and fold/Load wash service)
Wash and Fold/ Wash and Iron/ Iron services?
A: The standard turnaround time for these services is 3 working days, excluding the pickup day. As of now, our express service is unavailable until further notice, please check back for updates.
Dry Clean/Home services
A: The turnaround time for our dry-cleaning service ranges from 5-7* working days excluding the pickup day. As of now, our express service is unavailable until further notice, please check back for updates.
*We require same day response from our customers for any clarifications regarding your orders.
The Care Laundry does not take responsibility for the total number of pieces in a load, any defects that may be present in the clothes, or the possibility of colour bleed, as we wash all garments in a single Wash Cycle, and colour bleed is beyond our control.
Dry cleaning is a method of cleaning clothes with neither water nor detergent, hence the cleaned garment will not have any fragrance after processing.
Garments are cleaned in a highly pressurized liquid solvent vapor to remove dirt, stains, and odours. It differs from standard laundry washing, which uses water and detergents.
Dry cleaning is particularly suitable for sensitive fabrics because it helps prevent shrinkage and colour loss. Standard laundry washing may not be ideal for delicate materials because it involves the use of water and detergents, which can be harsh on sensitive fabrics.
Dry clean is highly appropriate and recommended for these delicate garments. However, if normal wash and iron is still preferred, The Care Laundry will process as per requested but will not be liable if this specified cleaning method causes any damage to the garment.
Yes, The Care Laundry offers Steam Iron services. However, we will first need to assess the garment prior to confirming we can provide this service on your garment.
While stain removal efforts are made, The Care Laundry does not guarantee complete removal of all stains. However, we will first assess the stains and work on removal to the best of their ability without damaging the fabric.
Please check your items thoroughly upon receipt of your items. Should there be any issues with the order, kindly contact us at [email protected] within 48 hours from the time your orders have been delivered to you. The Care Laundry will offer a complimentary rewash for customer unsatisfied with the stain removal, provided the customer informs us within 48 hours of delivery. It’s important to note that a waiver release form has to be signed since further targeted stain removal attempts might damage the fabric.
The company offers specialized cleaning services for items such as soft toys, bedding, and down feather quilts. Each type of item is treated according to its specific cleaning and care requirements. The Care Laundry provides shoe cleaning services based on the specific cleaning and care requirements indicated on the footwear. The required turnaround time for our shoe cleaning service is approximately 7 days.
The standard procedure for laundry typically includes sorting, pre-soaking, washing, rinsing, drying, ironing, and folding. Delicate or specific attention-requiring garments are processed separately to ensure they receive appropriate care throughout each stage of the laundry process.
Customers can specify the following personalized care options:
- Indicate their preferred starch level (Low, Medium, or High) for certain garments.
- Highlight any stains that need targeted treatment.
- Request special handling for valuable clothin
es, The Care Laundry uses detergent, with light fragrance infused, which is safe for all skin types, with a little fragrance infused. Do reach out to us if you have further questions regarding, detergent selection and information.
General
Steam cleaning is a popular method for deep-cleaning sofas and carpets, using high-temperature vapor to sanitize and remove dirt, stains, and germs.
- Depending on the item:
- Carpet: 1-2 hours
- Mattress: 1-2 hours
- Sofa: 1-3 hours
- Curtains: 30min
Yes, steam cleaning effectively removes dust mites. The high-temperature steam kills dust mites and neutralizes their allergens, making it ideal for reducing allergens in fabrics like mattresses, sofas, and carpets. Regular cleaning is recommended for maintaining a dust-mite-free environment.
Our goal is your complete satisfaction. We are truly sorry for the dissatisfaction. Please let us know within 24 hours after the cleaning session if there are any areas that need to be addressed, and we will be happy to rectify the situation.
Yes, do clear the area: Remove clutter, toys, and small furniture to provide unobstructed access for cleaning.
We will require just electricity and water supply for our upholstery machine.
While steam cleaning can reduce the appearance of stains, results depend on factors like the type of stain, how long it has been set, and the material being cleaned. Some stains may not be completely removable. Our team will do their best to achieve the best possible results.
It’s recommended to engage a steam cleaning service every 6–12 months This helps avoid stains, lowers allergens, and keeps the fabric in good condition.
Drying time after steam cleaning typically ranges from 2 to 6 hours, depending on factors like the material cleaned, room ventilation, and humidity levels.
The price listed on our website is only for the sleeping side of the mattress. Additional payment is required for requests to clean both sides of the mattress.
Curtain Cleaning
Curtains can be cleaned using various methods, including machine washing and dry clean.
Kindly place an order for this service where a nominal fee is first collected. Your curtains will be checked and weighed at our premise and our customer service officer will then contact you to share the final cost for the order. We will then process your order upon your acceptance of the quote and payment settlement of the final bill.
Some curtains come with ‘dry clean only’ labels, especially those made from delicate materials that might bleed, fade, or shrink if subjected to traditional washing methods
Laundered blackout curtains will be folded and packed. They may be fold lines visible, depending on the material type. Hanging the curtains will allow the fold lines to gradually fade with the weight of the curtains. Alternatively, if a steam iron is available, you may choose to remove the lines by steam ironing, done when the curtains are hanging.
We do not provide the add on service of dismantling and installing curtains.
Laundry pickup orders are typically processed within 3-7 working days depending on the service required, from the day after collection. Weekends and Public Holidays not included. Customers may indicate their preferred laundry pick-up and return schedule via our The Care Laundry Website, App or WhatsApp us directly.
Collection and delivery times can be arranged through multiple channels, such as: The Care Laundry App, Website or WhatsApp.
Yes, you can make changes to your appointment, such as changing the address or rescheduling, if you notify us via WhatsApp before 5pm the prior day of your current scheduled delivery. Please note that our working hours are 9AM to 6PM. Requests made outside of these hours may result in delayed response.
To avoid a cancellation fee, please make cancellations at least 24 hours in advance. Same-day cancellations will be subject to a cancellation fee of $11. Please note that our working hours are 9AM to 6PM. Requests made outside of these hours may result in delayed response.
Yes, there is a minimum spending requirement of $20 for each collection service.
Our collection and delivery services are available across Singapore, except Jurong Island and Tuas.
After the driver collects the laundry, the items are carefully examined by laundry operators to accurately determine the total cost of the service. If the items are different than what was selected or ordered, we will contact the customer to advise on any extra charges or excess for billing adjustments. The customer is then informed of the final cost, for extra charges, payment options available include Credit Cards, Grab Pay and Paynow. Excess payment if any, will be refunded to the original payment account accordingly.
For pickups, if the customer is not at home, they can inform us of the location where we can collect their laundry.
For delivery: it’s advisable to re-schedule the delivery to ensure that the item is received accordingly.
Alternatively, customers can request to leave their laundry outside their unit or at a specified area, and we’ll capture a photograph of the delivered items as confirmation. However, do note that we will not be held liable for any loss or damage to laundry left unattended.
Upon delivery, please inspect your items carefully. If you find any discrepancies, such as missing or incorrect items included, contact us at [email protected] within 48hours of delivery. This will allow us to address and resolve any issues with your order efficiently.
| With our subscription plan, you have the flexibility to schedule your usage accordingly to the four FREE pickup and delivery included. You have the same convenience if you choose to drop off/pickup your items at our outlet. Additionally, you also have the option to utilise all 24 pieces in a single order if you prefer. |
| If you choose to drop off and pickup at outlet, please do so during our outlet’s opening hour. You can easily schedule your preferred dates directly through your account on our order portal or app. It will automatically suggest the earliest return date possible for your laundry. |
| You don’t need to arrange a fixed quantity per batch and it can be adjusted according to your needs. However, please plan each batch according to your subscription’s plan quota. |
| We will count the extra pieces as additional ala carte per piece. However, all subscription customers will receive a special 20% discount off for any extra pieces or additional ala-carte orders during their subscription period. |
| Yes! Complimentary hangers are included as part of your subscription plan when you purchase Wash and Iron, Ironing, or Dry-Cleaning subscription. Additionally, we will also provide complimentary hangers for items that requires a hanger. Please note that Wash and Fold, Bedding Sets, or Home Items subscriptions will not be provided a complimentary hanger. |
| Our default ironing process does not include starch. However, starch ironing is available upon customer request. |
| Yes. You will be able to stop the subscription at any time, but please do take note that if you choose to cancel your subscription before the month ends, refunds cannot be issued for the remaining unused portion. There are no minimum months required to start a subscription with us. Please notify our Customer Service prior to the next renewal/billing cycle for any cancellations to your subscriptions, as renewals are processed automatically by our system. |
| The renewal date of your subscription will be the same date your subscription first started. Our system will automatically send the renewal notice to your registered email a few days before the renewal date. The renewal payment will be automatically processed by our system, using your preferred payment method. Should you prefer to renew manually, we will send the renewal invoice and detailed payment instructions directly to your WhatsApp. |
| You are able to pause your subscription at any time and continue depending on your preferred duration. The date your service resumes will be your next pickup date. Please take note that you are only able to pause your subscription for a maximum of 30 days. |
Express The Care Laundry Online
- If you place an order on Monday before 5pm, pickup will be available on Tuesday and delivery on Thursday.
- If you place an order on Monday after 5pm, pickup will be available on Wednesday and delivery on Friday.
The products eligible for express service are some selected Dry-Cleaning Items, all Wash & Fold services, all Ironing Services, including Wash & Iron. Home Items is currently not eligible for express service.
Yes! Our Express Service is now available both at our outlets and on our website.
Yes, we can do that! However, please note that to avoid confusion, items on express service and items on regular service will need to be on two different transactions. Option to choose Express Service will be available before the product catalogue on our web portal.
Express Service TCL P&G Outlets
The products eligible for express service are some selected Dry Cleaning Items, all Wash & Fold services, all Ironing Services, including Wash & Iron. Home Items is currently not eligible for express service.
Unfortunately, express service is only available at our outlets at the moment. However, we are working hard to be able to have express service available soon in our online platform as well!
Yes, we can do that! However, in order to avoid confusion, we will create two transactions – one for the items for express service and another transaction for regular.
- Prams & strollers (single, double, travel)
- Car seats
- Baby carriers & wraps
- High chairs
- Bouncers, rockers & swings
- Includes full dismantling (where applicable)
- Thorough fabric shampooing, stain removal & disinfection
- Steam treatment and sanitization
- Longer drying time to ensure items are returned spotless and fresh
- Best for heavily soiled or long-unused items
- Turnaround: ~5-7 days
- Prices start from $50
- Surface cleaning and light stain removal
- Vacuum, steam wipe, and disinfection
- No dismantling
- Ideal for quick refreshes of regularly used items
- Completed within 1 hour or less
- Prices start from $29
- Choose Deep Cleaning if the item hasn’t been cleaned in months, has visible stains or odors, or you’re preparing it for a newborn or resale.
- Choose On-Site Express Cleaning for regular maintenance cleans or light refreshes — great if you’re out shopping and want to get it done fast.
- For On-Site Express Cleaning: Just drop off the item at our Tampines or NEX outlet — no prep needed.
- For Deep Cleaning: We’ll arrange a pickup on our website or you can drop it off at our outlet.
- For Deep Cleaning (Home Pickup & Delivery): Visit our website at thecare.com.sg to schedule a home pickup and delivery at your convenience.
- For All Services (Walk-in): Drop off and collect your baby items at any of our outlets.
- On-Site Express Cleaning is only available at our NEX and Tampines outlets and takes around 1 hour or less.