We’re on a mission to make clean laundry simple, easy and convenient. We want your experience to be as smooth as possible!

Here’s an overview of what your journey with us will look like:

Booking

Select the cleaning services you require and search for the address you’d like us to collect from/deliver to. Select the dates that suit your needs – you can select one or more services in the same order, so there’s no need to place two! There will be opportunities to add any special instructions for the driver or facility at the end of the booking. Once you’ve completed those order details, you will be asked to enter your payment information. To secure your booking, A1Laundry will charge the minimum order value of £20 plus £1.99 service charge. You will then receive a confirmation email for your scheduled booking.

Preparation

Once you’ve successfully booked, it’s time to get your order ready! Please pack your items in a disposable bag, ready for our driver to collect. For multiple services in the same order, pack these items in separate bags (e.g., washing items in one bag and dry cleaning items in another). Please label the bags with a pen so we will know which service to apply to each bag. If you don’t have a disposable bag, just let our driver know and they will provide a bag for you.

Collection

When your driver gets there, they’ll put a tag on each bag to match the service you booked. After that, your laundry will be taken to our facility for cleaning.

Cleaning

When your laundry gets to our facility, we log everything that’s been sent in – this is called itemisation. Our team then follows the service you picked, along with any special requests you’ve added. Once everything’s cleaned, we’ll pack your items up (either in bags or on hangers, depending on the service) so they’re ready to come straight back to you.

Payment

Now that your items are clean, A1Laundry will use the information from itemisation to charge the remaining amount – minus the minimum order value pre-payment. The charge will automatically go to the active card details on your account.

Delivery

The final step is to get your items back home! Your driver will bring your items back at the scheduled delivery date and time. The driver will text you when they are on the way with an estimated time of arrival so you will know when to expect delivery.

Our normal turnaround time is 24 hours depending on the service you have picked. If you are ordering from your home or work it will be 24 hours or the date that is most convenient to you – choose any day – it’s up to you!

For larger items such as duvets, pillows and bulky items it’s up to 72 hours turnaround so please bear this in mind when ordering. We will always do our best to let you know if you include items which require longer cleaning time.

For Hotel Guests

For hotel orders we have a same day service for guests requiring a fast turnaround. Please select the same day service at checkout and have your items ready for collection in the morning.

At A1Laundry, we are committed to providing a consistently high-quality service. If, however, you are not fully satisfied with the outcome of your order, we ask that you inform us without delay by following the steps below:

1. Email us at: info@a1laundry.co.uk
2. Let us know you have a quality concern and enter as much detail as possible, including an image of the item.

All claims are reviewed on a case-by-case basis and must be submitted within 48 hours of receiving your delivery.

Once we receive your complaint, our Customer Service Team will carefully review the photos you’ve sent and check in with our Facility. If the issue can be fixed, we’ll arrange to collect your item and have it re-cleaned. If that’s not possible, we’ll review your case for fair compensation instead.

For the best ironing results, we always recommend having your items washed first. If your clothes are very creased, choosing our Wash & Iron or Dry Cleaning service will give you a much smoother finish.

If you are not fully satisfied, please inform us without delay by following the steps below:

1. Email us at: info@a1laundry.co.uk
2. Let us know you have a quality concern and enter as much detail as possible, including an image of the item.

All claims must be submitted within 48 hours of your delivery. Depending on what we find during the investigation, we may be able to collect your item and have it re-ironed. If that’s not possible, we’ll review your case for compensation.

We’ll always do our best to let you know before we start if our facility thinks the iron-only service might not give the best results based on your item’s condition. In those cases, A1Laundry can’t take responsibility for the outcome, but we’ll happily suggest more suitable services to help you get the finish you’re looking for.

In the unlikely event that an item is not delivered back to you, please let us know immediately by following these steps:

1. Email us at: info@a1laundry.co.uk
2. Let us know you’re missing an item and include as much detail about it as possible (colour, design, make, etc.) and include an image if you have one.

Missing items must be reported to our team within 48 hours of the order delivery, and all claims are reviewed on a case-by-case basis.

Once your complaint has been submitted, our Customer Service team will begin reviewing it promptly, with the aim of providing an initial response within 24 hours. As part of the investigation, we will liaise with our facility and logistics teams to examine each stage of your laundry’s journey. This may include itemisation records, internal documentation, CCTV footage, and any other relevant evidence available.

We take all reasonable steps to prevent damage to your items by adhering to the service selected and, where applicable, the care label instructions. Should you believe that an item has been damaged, you must notify us without delay by following the procedure outlined below:

1. Email us at: info@a1laundry.co.uk
2. Let us know you have a quality concern that an item is damaged, and please include an image of it.

All issues must be reported to our team within 48 hours of the order delivery, and all claims are reviewed on a case-by-case basis.

Once we receive your complaint, our Customer Service Team will begin an investigation by reviewing the photos provided and consulting with our Facility. If the damage can be rectified, we may arrange for your item to be collected and repaired. Where repair is not possible, your case will be assessed for appropriate compensation.

We always take great care with your items, but there are a few situations where we unfortunately can’t take responsibility for any damage. For example:

• General wear and tear that naturally happens over time.
• If the wrong type of service was selected when placing the order (e.g., laundry instead of dry cleaning).
• When items are sent in the incorrect bag (e.g., dry cleaning placed in a laundry bag).
• If foreign objects are left in pockets, such as pens, coins, or lipstick.