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F.A.Q.

Frequently asked questions about Lavando.

F.A.Q.

Frequently asked questions about Lavando.

General

How does Lavando work?

It’s simple:

1) Tap “Collect” and we’ll immediately dispatch one of our Valets to collect your clothes. 

2) We’ll send you a notification when your clothes are ready to be delivered back to you.

3) Tap “Deliver” at your convenience and we’ll immediately send one of our Valets to deliver your clothes, packaged and ready for safe return to your wardrobe.

Why should I use Lavando?

We are London’s only truly on-demand dry cleaning and laundry service. We send a valet your way the moment you place an order.

We don’t compromise on quality and hand-finish every single item you send to us.

Do I need to tell you what I want cleaned?

No, we save you time and energy by sorting and itemising your clothes for you.

What is your cleaning process?

We process all items using our unique six-stage cleaning process which includes hand-finishing as standard.

We specialise in caring for designer clothes and delicate items and would be happy to discuss your specific requirements.

We appreciate that every customer is different and we are able to tailor our service to suit your needs.

What is your turnaround time?

Generally, we’re able to offer a 24-48 hour turnaround time.

If you need your clothes to be returned urgently, add a comment in the note section when you place an order and we’ll give you a call to understand your requirements.

Can I get an update on my order?

When you open the App you’ll see a countdown timer which shows when your clothes will be ready for delivery.

You can also tap the “chat with us” button to be connected with our support team.

Where do you operate?

We operate in Central, West and South West London. We’re expanding quickly, so sign up with your postcode and drop us an email on support@lavandoapp.com.

What are your opening hours?

Our opening hours are 8am-11pm Monday-Saturday.

Can I get a Lavando laundry bags for my clothes?

Absolutely. Every new customer will receive a free personalised Lavando laundry bag to keep.

For your first order the Valet will wait while you transfer the items into the Lavando laundry bag.

If you need an extra bag, please let us know and we’ll get another one sent to you.

Do I have to be home when you come by?

Not necessarily. You can leave your bag outside your home by the door if you think it’s safe. You can also leave your items with your doorman. Make sure to let us know in the ‘comments’ section when placing an order so we know and we have your approval. For deliveries we prefer that you (or your roommate) be home or have a doorman in your building for us to leave the clothes with.

Clothes Care

What do you mean by 'hand-finished' dry cleaning and laundry?

At Lavando, we go beyond using machine irons which can leave wrinkles and reduce the life of your clothes.

We iron every single item by hand. It takes a bit longer, but it results in a much better finish and helps your clothes to last longer. 

Do you check the care instructions for my clothing?

Our experienced team have literally decades of experience in the hand-finished clothes care industry.

We’ll take the time to check the care labels and follow the guidance. You can also let us know exactly how you’d like your clothing taken care of via the ‘notes’ section when placing an order.

If you have any specific requirments (e.g. “I prefer my shirts to be folded”), be sure to note it for us.

Where are my clothes sent?

Your clothes remain in Central London at our state-of-the-art cleaning facility. 

Can you get a stain out for me?

Stains are best treated immediately, so your garment has a better chance of recovery the quicker it gets to us.

Turn your garment inside out and run cold water over the stain. This will greatly help the affected area, and in return make the stain easier to remove.

When you place an order, add a note letting us know and we’ll give the stain some extra attention.

Are my clothes insured whilst in your care?

Your items are insured whilst in transit and they fall under our standard terms and conditions owhilst being processed.

Are there any items that you don't wash?

We clean most items of clothing and textile.

If our specialist team discovers that it would not be sensible to clean a certain item for any reason, we will contact you and agree on how to proceed.

How does Lavando care for miscellaneous pieces of clothing?

All clothes sent to us are either dry cleaned or laundered and returned to you freshly ironed and packaged ready for safe return to your wardrobe.

Can you clean curtains and rugs?

Yes – we can care for your curtains and rugs. Send it into us and we’ll be in contact to let you know pricing as it can vary depending on the size and fabric.

Do you care for leather and silk?

Absolutely. We can care for your leather and make it look as good as new.

Does Lavando offer a repairs and alterations service?

We can repair your clothes and make alterations. Make a note when you order and we’ll be in touch if we have any questions.

Can Lavando repair shoes?

We can repair your shoes and heels.

Pricing

Is there a minimum order size?

Every order has a minimum charge of £30.

This is to cover the costs of the nice people who care for your garments and deliver your clothes to you.

How do I pay?

We charge your card on file automatically after we have cleaned your clothes.

You might see small charge on your card when an order is placed to make sure the credit card is valid, but this is sent right back.

How will I know how much my order is?

We send you a receipt with your itemised order.

You can take a look at our price list to understand how we charge.

What happens if I miss a collection or delivery?

If you’re not home, or we can’t get hold of you, we may charge you a £20 fee.

Your Valet is paid for every attempt to collect or deliver your items (even when you aren’t there). As we send Valets out immediately, we’d expect you to be around for the next hour to receive your clothes.

General

How does Lavando work?

It’s simple:

1) Tap “Collect” and we’ll immediately dispatch one of our Valets to collect your clothes. 

2) We’ll send you a notification when your clothes are ready to be delivered back to you.

3) Tap “Deliver” at your convenience and we’ll immediately send one of our Valets to deliver your clothes, packaged and ready for safe return to your wardrobe.

Why should I use Lavando?

We are London’s only truly on-demand dry cleaning and laundry service. We send a valet your way the moment you place an order.

We don’t compromise on quality and hand-finish every single item you send to us.

Do I need to tell you what I want cleaned?

No, we save you time and energy by sorting and itemising your clothes for you.

What is your cleaning process?

We process all items using our unique six-stage cleaning process which includes hand-finishing as standard.

We specialise in caring for designer clothes and delicate items and would be happy to discuss your specific requirements.

We appreciate that every customer is different and we are able to tailor our service to suit your needs.

What is your turnaround time?

Generally, we’re able to offer a 24-48 hour turnaround time.

If you need your clothes to be returned urgently, add a comment in the note section when you place an order and we’ll give you a call to understand your requirements.

Can I get an update on my order?

When you open the App you’ll see a countdown timer which shows when your clothes will be ready for delivery.

You can also tap the “chat with us” button to be connected with our support team.

Where do you operate?

We operate in Central, West and South West London. We’re expanding quickly, so sign up with your postcode and drop us an email on support@lavandoapp.com.

What are your opening hours?

Our opening hours are 8am-11pm Monday-Saturday.

Can I get Lavando laundry bags for my clothes?

Absolutely. Every new customer will receive a free personalised Lavando laundry bag to keep.

For your first order the Valet will wait while you transfer the items into the Lavando laundry bag.

If you need an extra bag, please let us know and we’ll get another one sent to you.

Do I have to be home when you come by?

Not necessarily.

You can leave your bag outside your home by the door if you think it’s safe. You can also leave your items with your doorman.

Make sure to let us know in the ‘comments’ section when placing an order so we know and we have your approval. For deliveries we prefer that you (or your roommate) be home or have a doorman in your building for us to leave the clothes with.

Clothes Care

What do you mean by 'hand-finished' dry cleaning and laundry?

At Lavando, we go beyond using machine irons which can leave wrinkles and reduce the life of your clothes.

We iron every single item by hand. It takes a bit longer, but it results in a much better finish and helps your clothes to last longer. 

Do you check the care instructions for my clothing?

Our experienced team have literally decades of experience in the hand-finished clothes care industry.

We’ll take the time to check the care labels and follow the guidance. You can also let us know exactly how you’d like your clothing taken care of via the ‘notes’ section when placing an order.

If you have any specific requirments (e.g. “I prefer my shirts to be folded”), be sure to note it for us.

Where are my clothes sent?

Your clothes remain in Central London at our state-of-the-art cleaning facility. 

Can you get a stain out for me?

Stains are best treated immediately, so your garment has a better chance of recovery the quicker it gets to us.

Turn your garment inside out and run cold water over the stain. This will greatly help the affected area, and in return make the stain easier to remove.

When you place an order, add a note letting us know and we’ll give the stain some extra attention.

Are my clothes insured whilst in your care?

Your items are insured whilst in transit and they fall under our standard terms and conditions owhilst being processed.

Are there any items that you don't wash?

We clean most items of clothing and textile.

If our specialist team discovers that it would not be sensible to clean a certain item for any reason, we will contact you and agree on how to proceed.

How does Lavando care for miscellaneous pieces of clothing?

All clothes sent to us are either dry cleaned or laundered and returned to you freshly ironed and packaged ready for safe return to your wardrobe.

Can you clean curtains and rugs?

Yes – we can care for your curtains and rugs. Send it into us and we’ll be in contact to let you know pricing as it can vary depending on the size and fabric.

Do you care for leather and silk?

Absolutely. We can care for your leather and make it look as good as new.

Does Lavando offer a repairs and alterations service?

We can repair your clothes and make alterations. Make a note when you order and we’ll be in touch if we have any questions.

Can Lavando repair shoes?

We can repair your shoes and heels.

Pricing

Is there a minimum order size?

Every order has a minimum charge of £30.

This is to cover the costs of the nice people who care for your garments and deliver your clothes to you.

How do I pay?

We charge your card on file automatically after we have cleaned your clothes.

You might see small charge on your card when an order is placed to make sure the credit card is valid, but this is sent right back.

How will I know how much my order is?

We send you a receipt with your itemised order.

You can take a look at our price list to understand how we charge.

What happens if I miss a collection or delivery?

If you’re not home, or we can’t get hold of you, we may charge you a £20 fee.

Your Valet is paid for every attempt to collect or deliver your items (even when you aren’t there). As we send Valets out immediately, we’d expect you to be around for the next hour to receive your clothes.

Still need help?

For any other questions, please email us at support@lavandoapp.com or chat to us in the App.