FAQs

FAQ

Placing Your First Order!

What should I do to prepare for my first pickup?

Just have your clothes ready! Your Laundrybag Valet will bring a Laundrybag bag to place your dirty clothes in, so it helps to have them all together.

What areas do you cover?

We cover a wide area of Lagos and, other major cities coming soon.

The quickest way to find out if we cover your area is to download the app or visit our website at order.laundrybag.com.ng to get the latest information and find dry cleaning prices near you.

How long does cleaning take?

We aim to collect your clothes, clean them to a professional standard and get them back to you all within 48 hours. If you’d prefer we went a little slower then that’s not a problem – just let us know when you want your clothes back.

Can I order by phone or email?

We think it would be the most convenient for you to order online or through the app. Why not download Laundrybag for Android or online at order.laundrybag.com.ng now and try it out?

How do I know if you can clean a specific type of clothing?

If you can’t find a suitable category in the app or online then it’s best to contact Customer Care so we can tell you for sure.

I’m not sure how my items should be cleaned. What should I do?

Don’t worry, we’re experts at dealing with this situation!

We’ll always do our best to make sure your clothes are handled correctly and with the utmost care. If there’s any doubt or we can’t find a care label, we’ll return the item to you uncleaned so there’s no possibility of damage to your items.

Where are my clothes cleaned?

At one of our top quality facilities!

We know it can seem strange to give your clothes to a stranger, but whether you order in Lekki, Ikoyi or Magodo, our local teams of experienced dry cleaners will always handle your clothes with the utmost care and respect. Which of the facilities your clothes are taken to will depend on your exact location.

 Collection & Delivery

When can you collect my order?

Collection and delivery times are typically available from 7am to 5pm, 6 days a week. We currently do not operate on Sundays. You can only place an order at least 3 hours before pickup time. Download the app or order online at order.laundrybag.com.ng to find out what times are available for you.

Can I schedule pickup and delivery at different locations?

Not at the moment. Currently pickup and delivery needs to be at the same location, but we’ll add multi-location orders very soon.

Where do I input the voucher code?

Whether you order online or with the app, please enter your voucher code on the checkout screen at the end of the order process. You will need to specify the source to enable validation.

How long does it take for you to clean my clothes?

We aim to collect your clothes, clean them to a professional standard and get them back to you all within 48 hours. If you’d prefer we went a little slower then that’s not a problem – just let us know when you want your clothes back.

Can I give you back my hangers from a previous order?

Yes, of course! Please just hand them over to your Laundrybag valet on your next collection and we’ll recycle them for you.

Where can I find my order history?

Your order history is available in the app. Open Laundrybag on your phone and tap the menu icon on the top left. There you will see “My Orders” menu – that will show you any open or previous orders.

I missed a scheduled collection/delivery, what do I do?

Don’t panic, all you need to do is contact Customer Care at customercare@laundrybag.com.ng to arrange a new time.

Alternatively, we will try to contact you and arrange a new collection or delivery time for a period of 30 days. If you’ve not claimed your clothes within 90 days we reserve the right to give them to a registered charity of our choice.

Can I cancel my order?

Yes, you can cancel the order within the app up to 3 hours before the scheduled pickup slot. Simply send an email to cancellations@laundrybag.com.ng with your order ID.

Cancelling your order less than three hours before a scheduled collection or failing to be present will incur a N1000 additional charge for the privilege.

What are your customer care hours?

We’re here and happy to help from 7am to 5pm on weekdays; 9am to 5pm on Saturdays. Please contact us by email at customercare@laundrybag.com.ng

Payment & Feedback

When will my card be charged?

We use a highly secure platform called PayStack to collect payment. When you place an order with Laundrybag, you are offered the option of paying immediately or on delivery.

How can I pay?

We accept Visa/MasterCard cards, both online and through the app. You can choose to save your card for 1-click payments in the future or simply fund your wallet and pay.

You’re welcome to tip your Laundrybag valet if you wish to and all tips go directly to the Agents, but we cannot currently accept payments in cash.

How are my card details transmitted and stored?

We utilise PayStack for processing payments and all sensitive information is encrypted using SSL (the industry standard) before being transmitted. Our servers do not store your card details to ensure an extra level of security.

Please see https://paystack.ng/ for more details.

Is there a minimum order?

Yes, there is a minimum order value and any order under this amount will be charged at the minimum order value. You can use vouchers and referral codes to lower the amount you actually pay.

What’s your pricing?

Prices vary by area and we often run special offers for limited times, so to see the latest prices please download the app or visit order.laundrybag.com.ng

I have a general enquiry, how can I contact the team?

Thanks for getting in touch – you can reach us at info@laundrybag.com.ng.

Alternatively, if you have a suggestion for how we can improve then you can reach the team at customercare@laundrybag.com.ng

What if I need to make a complaint?

Please contact the Customer Care team by emailing customercare@laundrybag.com.ng. We treat all complaints with the utmost importance and as an opportunity to improve the quality of our service.

 

You’re All Set! Order Online or Download the App to place your first order. Use promo code ‘FIRSTTIMER’ for a discount!!