Frequently Asked Questions
Can you collect and deliver to my concierge/Maid?
Yes, we can! If you happen to have a concierge, reception or porter available at your address and they are able to receive orders, please leave a note in the app under ‘Comments’ when placing your order. If your order has already been collected, you can contact our customer care team via email ([email protected]), live chat, Whatsapp, and soon via phone, and we’ll be able to leave instructions for our agent on your behalf. However, if there are any issues, the agent will try and give you a call.
Do I have to provide my own pickup bag?
Nope, we’ll provide our own Laverie laundry bags when we arrive. A bag for Press only, Clean & press, dry cleaning,etc.. If you’re leaving your garment with a concierge/at reception, just attach a note to explain which items are intended for which service.
I’m unsure how my items should be cleaned, what should I do? Who chooses if my clothes will be washed or dry cleaned?
Don’t worry, we’re experts! We’ll clean in accordance to the care label. If your item doesn’t have a care label, we’ll clean the item in a manner we think is appropriate according to the garment. In instances where there is no care label, please note that you’ll be waiving liability from Laverie in the rare chance that damage should occur.
How does your Quality Guarantee work?
All your garments are protected under our 72-hour Quality Guarantee policy, which means if you’re unhappy with how your items have been cleaned, simply let us know within 72 hours and we can organise a free re-clean.
Where are my belongings cleaned?
We have partnerships with dozens of expert cleaning facilities across Cairo. All cleaning partners are carefully selected and go through a vigorous inspection process. We have close relationships with all of our cleaning partners and work together to bring you the best service possible.
What are your cleaning methods?
Bio detergents contain enzymes which are effective at cleaning stains such as starch and fat found in food and sweat, however non-bio is gentler and better suited for sensitive skin or those with young children. As such, we use non-bio as standard for all laundered items.
What chemicals and detergents do you use? Can I make a request?
We typically make sure that our partners use industry grade fabric softeners. However, because these products are poured straight into high-tech machinery in bulk, intelligently measuring detergents and softener portions; we, unfortunately, cannot take requests. This machinery helps save waste and operate a much more environmentally friendly service.
When do you take payment for my order?
We collect payment once we deliver your clothes, and by this time you should have already received an order update from our App. Card payments are processed via the highly secure platform, Paymob. You may see two charges to your card – rest assured, the first charge is a pre-authorisation check to make sure payment is possible. We’ll only take payment once, and any pre-authorisation will be refunded immediately. Please note, we aren’t able to create direct debits or regular orders. All orders will need to be created by the customer through the app.What happens if one of my items goes missing?
Your clothes are in safe hands and cases of missing items are extremely rare – but we understand it’s a natural point of concern. We have strict procedures to follow if our customers are missing items. In this unlikely event, we will carry out a full investigation to find out what happened. Please email [email protected] to report the issue, with further details and pictures of the item, if available. Please note that we’d require customers to get in notify us within one week from the delivery date. At the end of the investigation, if we aren’t able to locate your items, we’ll reimburse you in accordance with our compensation policy. Please refer to the T&Cs for more details.What's the turnaround time?
Normal turn around is 48 hours. You can select next day delivery (Express Service) for 50% surcharge fees.Can you remove the stain on my items?
For dry cleaning items, our specialist dry cleaners use the highest quality equipment and industry-leading stain removal products. We cannot promise all stains will be removed, but we do promise we will do our best. Let us know in the app or tell our agent which items have stains you would like us to pay attention to.Are there any materials you can't process?
We cannot process any articles containing hazardous materials or that have been soiled in blood. Our team will inform you as soon as possible of any item that cannot be cleaned and we will return it hung or folded, but uncleaned/unpressed. If Laverie receives and can process any of these items, they will be dealt with on a case-by-case basis and standard turnaround times do not apply.Minimum Charge
We Don’t have minimum charge.How do I pay?
When placing an order you can request to either be charged through credit card or Cash on delivery. Once your order has been successfully dropped off, your card will be billed or the agent will collect the value upon delivery.What happens to my credit card info?
Laverie’s servers do not store your credit card details. Payments are processed using third-party payment gateway - Paymob-. All information is encrypted using SSL as per the industry standard.How will I know how much my order is?
An itemized receipt will be processed on your application once your order has been successfully sorted at our facilities. If you disagree with something, please contact us and we'll take care of it.