Frequently Asked Questions

Laundry and Dry Cleaning – How it works

Without washing, the ironing quality of very creased garments might not be as expected. If your items are very wrinkled, we strongly recommend opting for a 'Dry cleaning & Ironed laundry' service as everything will be then ironed fresh out of the washing/dry cleaning machine and the results will be fantastic. If you've sent extremely wrinkled items and you are not satisfied with the quality after processing,

Prolaundry might not be able to provide a refund/reprocessing. All claims should be made within 48 hours of the delivery either by sending an email to info@prolaundry.co.uk or by writing to us on live chat, or call us, and are reviewed on a case-by-case basis.

We pride ourselves with delivering a high quality service. However, if you are not completely satisfied, please let us know within 48 hours of the delivery of the order either by sending an email to info@prolaundry.co.uk or by writing to us on live chat, or call us. Letting your driver know will not be sufficient. All claims are reviewed on a case-by-case basis and a re-wash will be offered at prolaundry's discretion.

Any reimbursement for a damaged item will be limited to ten times the charge of cleaning the item, up to a maximum of £/40. Any attempts at redemption beyond that will be evaluated on a case-by-case basis.

All decisions on damaged items are at Prolaundry’s discretion and are final.

For damage related to normal wear and tear, Prolaundry does not provide reimbursement or compensation. Furthermore, Prolaundry is not liable for damage caused by you not selecting the correct service when placing an order (e.g. selecting a laundry service instead of dry cleaning), or when items are sent in incorrect bags (e.g. dry cleaning placed inside a labeled laundry bag). Prolaundry is also not liable for damage caused by, but not limited to, items like pens and lipstick.

Shrinkage from repeated laundering.

Color fading.

Small holes or tears.

Discoloration caused by hygiene or beauty products (deodorant, perfume, cologne).

Button or belts damage.

Thinning of fabric.

Although we always try our best to prevent any damages to your items, every garment will wear out over time, and there is nothing Prolaundry can do to predict or prevent this. Any damage must be reported immediately either by sending an email to Info@prolaundry.co.uk or by writing to us on live chat, or call us. Letting your driver know will not be sufficient. All damaged items must inspected by Prolaundry through digital photos of each damaged item, within 48 hours of delivery of the order. All claims are reviewed on a case-by-case basis.

Any reimbursement for a lost item will be limited to ten times the charge of cleaning the item, up to a maximum of £40. Anything beyond that will be evaluated on a case-by-case basis. All decisions on lost items are at Prolaundry’s discretion and are final. Some exceptions:

  1. Prolaundry does not take responsibility for any items such as watches, jewellery, cufflinks, money, wallets, etc. and shall have no liability for such items.
  2. Prolaundry does not accept liability for any personal laundry bags that are not Prolaundry branded bags.

For more information please read our Terms and Conditions.

In the unlikely event where an item goes missing, please let us know immediately either by sending an email to info@prolaundry.co.uk or by writing to us on live chat, or call us. Letting your driver know will not be sufficient. Any missing item must be reported to our team within 48 hours of the delivery of the order. All claims are reviewed on a case-by-case basis. Items are considered lost 30 days after the initial claim has been made.

When you are sending prepaid items we calculate the price of each at a discounted price. Having in mind that we have a minimum order, you will have to send a minimum number of items to avoid an extra charge. For example, we have a £20 minimum charge. Depending on the shirt bundle you purchased, you need to send a minimum of 9, 10 or 11 shirts. If you won't reach the minimum number of shirts, we will have to add an extra charge for the difference up to the minimum order. For any questions, please get in touch with our team.

Each prepaid bundle can only be used for a limited amount of time. Please check your account for more details.

You can purchase a prepaid bundle at any time directly from your account area.

You can see all your active & inactive bundles directly in your account.

Prepaid bundles allow customers to pay for a specific type of item in bulk, at a discounted rate, and enjoy lower prices for the items they use the most. For example, if you purchase a 100-shirts bundle, you have 12 months to use them. Please note, the bundle availability can vary depending on your location.

We are here to help you with that! As wedding dresses are extremely delicate, the price will vary depending on size, fabric and processing. We'll check with our cleaning experts and confirm if we can help and at what cost.

Yes. Due to health concerns following the coronavirus outbreak, Prolaundry now provides options for contactless collection and delivery. If you'd like to avoid contact with your driver, please provide instructions using the special delivery instructions field when you place your order. In case of any concerns, please email us at info@prolaundry.co.uk

Absolutely not. Each order is washed separately so no need to worry about that. Your clothes are safe with us!

Your items are handled with maximum care and up-to-date equipment. In the extremely rare case where 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 48 hours after delivery.

Yes, please do. This will ensure everything will be processed as per your requirements. We strongly advise using a separate bag for each type of service you require (laundry, dry cleaning, ironing, etc).

At this time, we do not offer the option for customers to provide their own laundry detergent, but please let us know if you are allergic to a certain type so we can make sure to avoid it.

Your safety is very important to us and we would like to offer you the possibility of choosing between bio and non-bio detergent. Just make sure you leave a note on your order so we can accommodate it for you.

After your items are collected by our driver, they are taken to our main facility in West London Park Royal. Each order is processed separately - Laundry orders are weighed and cleaned, while all other services are individually itemised and processed. We may have partnered only with high-quality cleaners to ensure your items are treated with the utmost care.

All standard laundry and dry-cleaning within 24/48 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 delivery changes in your order.

Prolaundry provides different services.

Laundry service - the items of clothing are machine washed at 30 degrees and tumble dried at a medium temperature, then packed together.

Dry cleaning - the items are processed individually, either dry cleaned or washed, then ironed and placed on hangers for you to wear immediately.

Ironing only - you can send us your clean clothes and we can iron them for you. Please have in mind that ironing will not remove all wrinkles if the clothes are extremely creased. If this is the case, we strongly recommend opting for a "Dry cleaning" service.

Bedding - Items such duvets, pillows, blankets, etc, will require a 72h processing time and they will be priced individually.

Please note that some services might be available only in certain areas, so please check our website for more details.

Everything is very easy! Simply select the required service and choose the dates for the collection & delivery, leaving any instructions for the driver - we'll take care of everything else!

Booking – Pricing

You can add a new card in your Account area.

If you wish to have a card removed, please get in touch with our team mentioning the last 4 digits of the respective card and they will assist. Kindly unsure you have added a new card before requesting to have one removed, especially if you have an active order.

You can view your order history and all your past receipts in the My orders area of your account.

You don't need a password any more. Every time you need to log in from an unrecognized device just insert your email address and we'll send you a magic link in your email inbox. Just click on it when you receive it and you'll be redirected and logged in to our website.

You can update your details in your Account area.

Yes – fell free to make your driver happy

There are many differences between a women and a men's shirt, starting with the way they are made. Men shirts go through a strong process meant to remove grease and body oils. Also, they are placed onto a shirt buck and they are pressed flat between 2 large metal plates. This presses the cotton with extreme heat - the buck is made only for men sized shirts, which is also why the price is lower. On the other side, women shirts usually have different cuts, having curves instead of being straight as the men's ones. This stops the facilities from using the same machinery for processing. Furthermore, almost always, the care labels of blouses will recommend a cold water wash due to the textiles and factory finishes - they are not made to last in a hot commercial laundry as men's shirts do. On top, most of the times, women's shirts require a hand finishing, which is also why the price is different.

If you have a voucher, you can redeem it directly when booking by clicking on 'Add voucher' in your booking form and inserting the code. You can only use on voucher per order.

We authorise the payment method used to place an order, just to make sure it is active and with sufficient funds. This authorisation (our minimum order value) is automatically released once the order is completed. If you noticed the fee was not released after 10 days, please get in touch with our team.

Your safety is our concern. We use a highly secure payment platform to process the payments. The platform safely stores all your sensitive information after encrypting using SSL (Secure Sockets Layer).

A VAT receipt is available for you to download in the My orders area of your account. Simply click on the order you'd like to see the invoice for. You'll find a VAT number and the VAT breakdown per your convenience.

When booking, you are required to insert your payment details. You can pay using Visa, MasterCard and American Express cards. At every order, we authorise the card with our minimum order value in your area, and this amount is automatically released in 10 days after your order. The actual charge for your order is done automatically after the actual processing of your items, using the card we have on file.

Although we will only charge your order on the delivery day, using the card registered on your account, we thought you'd like to know what to expect. Our price estimator is conveniently located on our price page, ready for you to use before, during and after booking - there is no perfect time for it, it is perfect at any time!

We have a minimum order value in each of the areas we service. Please check our prices page for the minimum order value in your area. It is normally £20.

We offer different services that vary in prices. To view our full price list, please visit our prices page

Our drivers will help you tag your bags according to the services you have booked online. If you would like to remove a service, please contact us as soon as possible at info@prolaundry.co.uk Letting your driver know will not be sufficient. Kindly have in mind that failing to do so might result in extra charges.

We completely understand. Just go to 'My orders' on your account page and amend the order. It would be great if you could do that with at least 2 hours before the collection/delivery, otherwise a fee will be added to your invoice.

We will send you an SMS when your Prolaundry driver start driving towards your address.

If you leave in a building with a concierge/reception/porter, just select this option when booking and our driver will deliver there.

If you are not home during the selected time slot we will have to add a fee to your invoice (check your local price list for the exact fee). Your driver is paid for every attempt they make, even if you are not there. You can always reschedule your collection/delivery free of charge up to 2h prior to your time slot, directly from your account area.

Our driver will come to collect your items, in the chosen time slot. If you do not have an available disposable bag for your items, our driver will provide one at arrival. You just need to ask them!

Please get in touch with us prior to your booking so we can check this for you. We might be able to help if the alternate address is in the same area.

If you are a new customer you can book your first order at www.prolaundry.co.uk or via our mobile app (available for iOS and Android). Just follow the on-screen instructions and you'll have clean laundry in no- time!