FREQUENTLY ASKED QUESTIONS

We make doing your laundry simple. We can save your time, so you can enjoy doing the things you love. We can save you money on soap, water, heating and electricity. So you can enjoy even more of the things you love. Our prices are simple and affordable.

Getting
Started

What services does The Laundry Room offer?

The Laundry Room offers on-demand or scheduled laundry and dry cleaning. More specifically we offer:

Laundry Services:

-Wash & Fold

-Hang Dry for delicate items (no additional charge!)

-Customization options including Green/unscented detergent, separation of whites and colors, and bleaching of whites

Dry Cleaning Services:

-Dry Cleaning

-Wash and Press for most men’s dress shirts

-Customization options including Green cleaning

Will you provide me with Wash & Fold and Dry Cleaning bags?

Yes! After you schedule a pickup, one of our professional and friendly Guys or Gals will come to your door and bring you a new LaundryRoom Wash & Fold and/or Dry Cleaning bag.

All new orders must always be inside a The Laundry Room Wash & Fold and/or Dry Cleaning bag as we will not accept personal or other commercial bags at pickup. If for any reason your The Laundry Room Wash & Fold bag or Dry Cleaning bag has been damaged, soiled or just simply worn due to lots of usage, no worries! Just ask one of our Guys or Gals for a replacement at no charge.

How does The Laundry Room ensure top quality?

We understand that each item of clothing is more than just an object – it’s something that you chose and a reminder of what you’ve done and where you’ve been. It’s a piece of you.

In recognition of that, we make the following promise to you that we’ll deliver on…every time.

Every single item of clothing we receive is treated with the highest level of care and attention. We hold ourselves, our employees, and partners to the highest standards, and offer customers an array of options in how their personal items are cleaned.

From hang-drying to fabric softener preferences, The Laundry Roomis here to make sure your laundry is done your way, with no hassle. And to keep ourselves accountable for your personal items, we’ve introduced new tracking technology to tag every pickup and carefully manage where your order is at all times. If your clothes don’t arrive looking and smelling exactly like you want them to, we want to hear about it.

The Laundry Room was founded with one mission: to enable you to live life laundry free. And now, after over completing 250,000 orders, that fundamental idea persists into each and every order we process.

Service Offering

Do you offer Green or Organic cleaning products?

Yes! We offer Green and Organic Cleaning options for both Wash & Fold and Dry Cleaning.  This option can be selected just as you place a new order. Please note there is a 10% surcharge on all Green/Organic Cleaning orders and that our Green detergent is also unscented.

Do you offer Unscented Detergent for Wash & Fold?

Yes! We offer unscented detergent for Wash & Fold.  This option can be selected just as you place a new order. Please note there is a 10% surcharge on all Unscented Detergent orders and that our Unscented detergent is also our Green/eco-friendly detergent.

Do you offer the option to separate whites & darks and bleach whites?

Yes! We offer both of these options for Wash & Fold.  These options can be selected just as you place a new order. Please note there is a €1.99 per order surcharge for separating whites and colors and €1.99 surcharge for bleaching whites.

Do you offer same-day delivery?

We do not yet offer same-day service, but our cleaning process happens overnight for Wash & Fold so you can get it back early the next morning, even if your pickup is late the evening before.

Please note that turnaround time for Wash & Fold differs from Dry Cleaning.

Wash & Fold is ready the day after pickup. That is, even if you give it to us at 11pm, you can schedule a delivery for as early as 7am the next day.

Dry Cleaning is ready 3-4 days after pickup.

We encourage you to schedule your delivery in advance to guarantee the time that’s most convenient for you. Also, for best results with Hang Dry, we encourage you to schedule delivery the day after pickup.

What types of clothes should I hang dry?

Our hang dry service is best for your most delicate items and we provide it at NO additional charge! Things like work-out clothes, intimates, nice jeans, and casual workwear are the types of things that are often hang dried.

Please note the following with all hang dry orders:

  • Separate items that you want hang dried by placing them in the hang dry pocket in the Laundryroom bag or in a separate plastic bag. Then, please let the pickup driver know you have hang dry items
  • Please try to limit hang dry to 4 items or less
  • Given the hang dry process and fact that clothing is washed overnight, some clothing may be returned damp and all hang dry comes back on a hanger, not laid flat or folded back into your laundry
  • For best results, we encourage you to schedule your delivery the day after pickup

Pickup and Delivery

I need to cancel! What should I do?

No problem! Just call us on (0) 30 48 49 1000 or send us an email at order@thelaundryroom.de.

Please note that for all pickups and deliveries canceled 10 minutes before the appointment time, there is a €4.00 fee

I’m running late! What should I do?

Please try to reschedule by calling (0) 30 48 49 1000 or by emailing us at order@thelaundryroom.de‎.

We have instructed our drivers to wait for a few minutes after arrival, but in an effort to be on-time for our other customers, unfortunately, we can’t have them wait longer than that.

Please note that for all pickups and deliveries canceled 10 minutes before the appointment time, there is a €4.00 fee

Do I need to separate my clothes?

Yes, it is very important that you separate laundry and dry cleaning items between your Wash & Fold and Dry Cleaning bag. That is, please place all items that you would like to be washed and/or dried into the Wash & Fold bag and all items for Dry Cleaning in the Dry Cleaning bag. Further, we ask that you take note of the cleaning instructions on all items of clothing before submitting them to us for cleaning..

For hang dry, please separate these items and place them either in a separate plastic bag INSIDE the Wash & Fold bag or by using our Hang Dry pocket.

Can I receive my delivery to a different address from where I received my pickup?

Sure! so please contact our customer support and ask to do so by calling (0) 30 48 49 1000 or by emailing us at support@thelaundryroom.de‎.

Are your employees professionally trained?

Yes! Our team of friendly and professional drivers go through a rigorous screening, interview and training process. We give them frequent feedback about their performance and they are informed every time a customer says something positive or negative to help them consistently improve.

Had a great experience? A less than great experience? Please let us know about by rating your driver in the app and/or by contacting our customer support team by calling (0) 30 48 49 1000 or by emailing us at support@thelaundryroom.de‎.

Billing and Payments

Is there an order minimum?

Yes. All orders must be €20 or more. You may send in less than €20 worth of laundry, but there will be a “minimum order fee” applied to make up the remaining balance.  Also please note that all orders under €30 will have a € 3.99 delivery fee applied.

Should I tip your drivers?

Tipping is discretionary! We’d love for you to reward great service in whatever way you feel most comfortable – by tipping, by leaving feedback for our drivers, or by just making our drivers’ day a little bit better!

To set or change your tip amount, go to the Account section of the menu and click into Preferences.  You may also change your tip while scheduling a pickup.

If you have any questions or issues whatsoever, please let us know by calling (0) 30 48 49 1000 or by emailing us at support@thelaundryroom.de

Support

What are your phone support hours?

We’d love to hear from you! Give us a call at (0) 30 48 49 1000.

Our phone hours are:

Mon – Thur 08:00 – 20:00 | 16:00 – 19:00

Tue – Wed – Fri 10:00 – 14:00 | 16:00 – 19:00

Sat 10:00 – 16:00

You can also email us at support@thelaundryroom.de at any time!

Policies

Missing Items

If you open your bag and you believe items are missing from your order, please let us know immediately by calling (0) 30 48 49 1000 or by emailing us at support@thelaundryroom.de‎.

Our well-trained and professional customer service team will work hand-in-hand with our drivers, dispatch, and cleaning partners to ensure that we track down anything that might be lost or missing.

We are a very large and complex logistics operation and in order for us to be 100% thorough, we ask that you allow us up to 10 business days to reunite you with any missing items. The majority of searches are successful and we’ll be working very hard to make sure that is the case.

In the meantime, and especially in the case it’s just an item or two, we strongly recommend you double-check your bag just in case the items are hidden or mixed in with something else.

Please note that all missing items must be reported within 48 hours of delivery. In the rare event that we are unable to locate your item even after 10 business days of searching, we will make things right and use industry standards to guide reimbursements.

Reimbursement Guidelines

We understand that each item of clothing is more than just an object – it’s something that you chose and a reminder of what you’ve done and where you’ve been.

For that reason, we want to do our best to offer you a fair reimbursement and we follow the International Fabricare Fair Claims Guide to do so. In general, should an item go missing and we’re unable to recover it, we will reimburse up to ten (10) times the charge for treating the garment. Dry Cleaning items that are not recovered will be evaluated on a case-by-case basis and Wash & Fold iems item shall not exceed five (5) times the price of the weight of the wash and fold.

For items that were sent accidentally with your order, we very often recover them and get them back to you. However, The LaundryRoom does not take responsibility for any loose items lost when mistakenly placed in our LaundryRoom bag such as watches, jewelry, cufflinks, keys, etc.

Legal Disclaimer

The Laundryroom will not be held responsible for any false claims and will seek reasonable and appropriate compensation from those intent on harming the reputation of Dry Cycle Brands, LLC, more commonly known as The Laundryroom. If you have mistakenly received the wrong item, it is your responsibility to notify us and return it.

We reserve the right to change these terms at any time and have the right to refuse service to anyone at any time.

Damaged Items

We take the utmost care in the cleaning of your garments and we want to make this right for you. Please read below and see if any of the following situations apply. Finally, all damages must be reported within 48 hours of delivery.

Blue plastic “poly bag” on Dry Cleaning order

If your dry cleaning item/order arrives with a Blue poly bag, this will indicate that when we received your item, it was already damaged or likely to be damaged and we were not able or willing to process the item for fear of additional damage. You will not be charged for this item. On occasion, for certain items and fabrics that we cannot process (eg. wedding dresses, leather, etc.), we’ll cover the item with a blue bag and return it to you unprocessed and you will not be charged.

Damaged Items

If you find that your item is returned damaged in any way and it is not in a Blue poly bag (which would indicate that it was damaged even before it was processed), please reach out to us by emailing us at support@thelaundryroom.de and sending us a picture of the damage itself.

Exceptions to Damaged Items

Normal Wear and Tear

Unfortunately, all clothing will eventually wear out over time despite our best efforts to clean and maintain them. Occasional challenges can arise during the laundering and dry cleaning process due to “normal wear and tear” and in these instances, The Laundryroom does not process reimbursement or compensation.

Per industry standards, we consider the following conditions to be “normal wear and tear”:

  • Slight shrinkage from repeated laundering.
  • Slight fading from repeated laundering.
  • Thinning of fabric from repeated laundering.
  • Small rips or tears from repeated laundering. This is especially common in the elbow areas of shirts that are worn frequently.
  • Color discoloration due to deodorant, perfumes or colognes.
  • Button damage from repeated laundering.

Delicate Clothing Items

We take every precaution to ensure that your items are handled and cleaned properly. In addition, we ask that you take note of the cleaning instructions on all items of clothing before submitting them to us for cleaning. It is ultimately the customer’s responsibility to:

  1. A) Ensure that any item submitted to The Laundryroom can safely be cleaned as per the manufacturer’s cleaning instructions affixed on the clothing label.
  2. B) Specify those cleaning instructions to The Laundryroom through the “Special Care Instructions” field in the app.

If an item is damaged by The Laundryroom during the cleaning process due to the customer’s complete or partial neglect of the manufacturer’s cleaning instructions and/or failure to relay those instructions to us through “Special Instructions”, then The Laundryroom is not responsible for any damage as a result.

Additionally if TheLaundryroom adheres to all instructions left in the “Special Instructions” field but damage still occurs, we will not be held responsible for the damage to the item.

Additional Exceptions

The following is a list of circumstances in which we cannot take responsibility for the damage of, nor are we able to compensate you for any damage to the item:

  1. Hand-wash only garments as specified by the manufacturer’s instructions
  2. Items in which damage is noted or spotted more than 48 hours after the date of delivery.

We reserve the right to keep your damaged items upon providing credit or compensation, in order to recoup the cost from our cleaning partner.

Reimbursement Guidelines

We understand that each item of clothing is more than just an object – it’s something that you chose and a reminder of what you’ve done and where you’ve been.  For that reason, we want to do our best to offer you a fair reimbursement and we follow the International Fair Claims Guide to do so. Since every case is unique, there are different policies relating to our Dry Cleaning and Wash and Fold services. See below:

  • For Dry Cleaning items that are damaged, we will compensate 30-50% of the current retail value, unless a receipt is offered that shows the item was purchased within 30 days of the order. No full price compensation will be offered at any time.
  • Wash & Fold items that have been damaged will receive compensation based on the weight of the item.  It shall not exceed five (5) times the price of the weight of the wash and fold.

Legal Disclaimer

The Laundryroom will not be held responsible for any false claims and will seek reasonable and appropriate compensation from those intent on harming the reputation of Dry Cycle Brands, LLC, more commonly known as The Laundryroom. If you have mistakenly received the wrong item, it is your responsibility to notify us and return it.

We reserve the right to change these terms at any time and have the right to refuse service to anyone at any time.

Kollwitzstraße 46, 10405 Berlin

Call us

+49 (0) 30 9120 4125

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Operating Hours

Mon  - Thur:  08:00 - 13:00 | 14:00 - 18:00
Fri:  10:00 - 18:00
Sat: 10:30 - 16:00
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