Frequently Asked Questions (FAQ)

What is our wash and fold/load wash service?

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. 

What items are eligible for Regular, Large, and XL bag wash and fold/Load Wash service?

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)  

What is the standard turnaround time for our services:

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.   

What is The Care Laundry's stance on responsibility on Wash and Fold service for the total number of pieces in a load, and any defects in the clothes? 

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. 

What is dry cleaning, and how does it differ from standard laundry washing?

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.  

What are the advantages of dry cleaning, especially for sensitive fabrics?  

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.

Can delicate articles such as Blazers and Suits, be processed under normal wash and iron (not dry clean)? 

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.

Does The Care Laundry offer Steam Iron only? Can customer choose to steam Iron only without dry clean? 

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.

What is The Care Laundry's policy regarding stain removal from clothing?   

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.

What options are available to customers if they are dissatisfied with the service/stains? 

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.  

What specialized cleaning services does the company offer, and how are items treated based on their care requirements?

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.

What are the standard stages involved in the laundry process, and how are delicate or specific attention-requiring garments processed?

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. 

What personalized care options can customers specify for their clothes?   

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
Is the detergent used for cleaning my garments suitable for all skin types?

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.

What are the various methods for cleaning curtains, and how should the cleaning method be chosen? 

Curtains can be cleaned using various methods, including machine washing and dry clean. 

How are orders for Night Curtains processed with the weight of the curtains unknown at point of ordering?

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.

Why do some curtains come with 'dry clean only' labels? 

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

What is an effective way to remove wrinkles from blackout curtains?

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.

Does the service include dismantling and installing curtains?

We do not provide the add on service of dismantling and installing curtains.

How long does it typically take to process laundry pickup orders, and are public holidays and Sundays included in the processing time?

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. 

How may I arrange my collection and delivery time?

Collection and delivery times can be arranged through multiple channels, such as: The Care Laundry App, Website or WhatsApp.

Is it possible to change my appointment details, such as the address or reschedule the delivery? 

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.

What is the cancellation/no show policy for appointments? 

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.

Is there a minimum charge for the service? 

Yes, there is a minimum spending requirement of $20 for each collection service.

In which region is the collection and delivery service available? 

Our collection and delivery services are available across Singapore, except Jurong Island and Tuas.

What is the billing process for laundry services, and how is the total cost determined? 

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.

What options are available if a customer is unavailable to receive their order?

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.