FAQ'

Most Frequent Questions

  • How does this service work ?
  • You can book your service with us through our app, website or over the phone and select a convenient date, time-slot and the category of service you would prefer. We will send our pickup boy in the selected time-slot, process your clothes at our partner facilities and return them within 96 hours of the pickup. 'Service Information' tab would give you a detailed information about our services. For any further clarifications, please write to support@washandwash.in.

  • How do I check the prices ?
  • Essentially there are 2 ways :-1. Go to our homescreen/homepage and click on the service category that you are interested in. The next screen would show the prices.2. You can also click on the 'Pricelist' tab in the drawer of the App or on the homepage of our website.

  • What are the various services provided by WashandWash ?
  • We provide laundry services starting at as low as Rs. 15/-. The services offered vary based on your locality.To check the services offered in your locality, go to the homescreen/homepage and select your locality. You can read more about the services on the 'Service Information' tab.

  • Can I give garments of different categories in one booking ?
  • Sure. Simply book by clicking on any category. You can give different category clothes to the pickup boy. He would pack them in different bags and we would cart and wash them accordingly.

  • Does WashandWash provides service in my locality ?
  • We cover all major localities in Mumbai. To specifically check if we serve in your locality, go to the homescreen/homepage and type-in your locality.

  • What chemicals are used for washing the clothes ?
  • We use the best laundry detergents recommended by laundry experts to wash your clothes, rinse them with fabric softners and dry them under low temperature in dryers to keep up the brightness of the linen.

  • How is the dry cleaning done ?
  • Dry wash is done in special 'Dry Clean machines' wherein clothes are put under 30 degree temperature.A typical wash cycle lasts for 8–15 minutes depending on the type of garments and degree of soiling.

    Clothes are checked for foreign objects like plastic buttons, chains etc as solvent may react with the item. If found, such garments are given hand-dry wash.

  • How is the ironing done ?
  • We process the clothes for Steam Ironing in our 'Prime Wash and Iron' & 'Dry Cleaning' services categories, while for our Daily and Regular services, we process the clothes for Hand-Ironing.

  • Do you wash bags/shoes?
  • We are asking the services for your asked one but specifically for school bags, office bags, sports shoes, leather shoes etc.

  • How do I contact Customer support ?
  • You can write to us at support@WashandWash.in and we would revert back within 12 hours. Alternatively you can reach us over call at 9022112285.

  • What are the operational timings?
  • We are operational from 09 AM to 09 PM.Our customer support lines are open from 09 AM to 10 PM.

  • Where can I see all the notifications ?
  • In the App drawer, there is a 'notification' section. Upon clicking on that, you can browse through your notifications.Note : This is not available for non-app users.

  • How do I sign-up/sign-in into your app ?
  • First of all, sign-up & sign-in are interchangeable in context of our App. You can open the App, click on the menu (by tapping on left hand side top corner icon on the homescreen) -> signup. On the signup screen, enter your Name, Mobile No. and Email ID. On the following page, enter the OTP that you would have received on your mobile number and you are done!

  • I have reinstalled the app. How do I recover my Bookings Data ?
  • It’s quite simple! Upon reinstalling the app, you simply need to sign-up using the same mobile number and the app will fetch your complete data including past bookings and addresses.

  • Can I sign-in on another device with the same mobile number?
  • Sure. Simply download the app on the new handset and sign-up.

  • How can I logout?
  • Simply go to 'My Profile' on your app/website, select the option to clear your information on the top right once there, which will also log you out.

  • When will I receive my clothes back?
  • We try to deliver the order within 96 hours of pickup and in most localities, we are able to deliver within 72 hours. In case of any delays, we would keep you informed.

  • Is there any minimum billing amount ?
  • Yes there is a minimum billing amount. It is mentioned on the booking screen.

  • My locality is not listed. How do I make a booking ?
  • Glad to see that you are interested in our service !We are yet to start serving your locality. But we are expanding fast and shall let you know as soon as we are live in your area.

  • I want to give clothes for different categories. How can I do that?
  • Simply book by clicking on any category. You can give different category clothes to the pickup boy. He would pack them in different bags and we would wash them accordingly.

  • While choosing the pickup time I am shown that the slot is booked ?
  • We must be overbooked and have stopped taking any further bookings for that slot. The app would show you the next available slot. Please choose that, else we can be given a call on our mobile number mentioned in below for more information in this regards, Mobile Number: 9022112285.

  • I have a coupon code. How do I avail the benefit ?
  • Sorry! But currently we are not serving any kind of coupon codes.

  • Will I receive my clothes on hanger?
  • Few garments under the 'Dry Cleaning & Special Care' category like suits, blazers, jackets, Sherwani etc. are delivered on hangers. Rest of the clothes are folded well and delivered.We do not have on-demand hanger delivery services.

  • What are the operational timings?
  • We are operational from 09AM to 09PM.

  • The pickup boy has not arrived yet.
  • We are really sorry for the delay. If you would like please call the pickup boy as he might be on his way. His number would be in the notification that we sent earlier.

    However do get in touch with our support team if the pickup boy is not reachable.

  • I want pickup to be done in 1 hour slot ?
  • We would love to do that for you as well. However with our current resources, we are only able to pick your clothes up within a 2 hour time-slot. We apologise for the inconvenience.

  • I want the contact number of the pickup boy?
  • You find the contact number of the designated pickup boy in the notification we have sent you on you app/SMS. Please check your notification history where you find the pickup boys contact details.

  • Why is my booking cancelled and no one showed up?
  • We normally call our first time customers to confirm the booking details and verify the address. Unfortunately, we could not get in touch with you at the time of confirmation.We would request you to re-book your service with us again.

  • I want to give clothes for different categories. How can I do that ?
  • Simply book by clicking on any category. You can give different category clothes to the pickup boy. He would pack them in different bags and we would wash them accordingly.

  • Can you pick up from one address and deliver at another?
  • We certainly can. Just make sure that the addresses are in nearby locality.

    We would request you to inform us in advance before your delivery has been scheduled. Please also inform our support team and do refrain from informing only the pick up boy.

  • Can i get my clothes picked up from the security guy/ friends?
  • Yes! we certainly can. Instruct the pickup boy over call.

  • I did not receive my invoice ?
  • The invoice is generated after we cart your clothes into our system and sent to your registered email address. This might take upto 15 hours after pickup. So be patient ! You email client might be putting emails from FiveStar into your spam folder. Kindly check there too.

    Still not found your invoice ? Contact us at support@fivestarlaundry.in and we would send you one !

  • Why some of my clothes are returned back ?
  • Your clothes pass through a quality inspection before we process them. If the Quality manager feels that processing your garment might further damage the garment in any way, it would be returned un-processed to you. Apologize for any inconvenience caused to you.

  • Some of my clothes are charged different than they should be ?
  • The carting team tries its best to cart the garments under apt categories. At the same time, we also understand that carting of some garments might be questionable. There might be some instance of carting in wrong category such as carting dhoti as saree.

    Don't worry ! We will reconsider. Simply send your query at support@fivestarlaundry.in .

  • What are the payment options available to me ?
  • The payment options open once the invoice for the order is generated. There are 3 options currently available - Cash and 'PaytmAutodebit'/.

    PaytmAutodebit is the most hassle free option. If you select this option, we would auto debit the amount from your Paytm account. You need to have a minimum amount of INR 250 in your PayTm wallet to avail this option.

    COD option is self-explanatory !

  • When do I need to make the payment ?
  • Your bill is generated after your clothes are carted at the collection center. Once the invoice is generated, you can either pay ‘paytmautodebit’ using our online payment options or you can also pay in cash at the time of delivery.

  • Can I pay online uding ‘paytmautodebit’ method after the clothes are delivered ?
  • Yes, this facility is available through the asked method.

  • When will I receive my clothes back ?
  • We process and deliver your clothes back to you within 96 hours of pickup. To track the status of your order, go to 'My Bookings' by tapping on the left hand side top corner icon on the home screen your FiveStar app.

  • Its already more than 4 days; when will I receive my clothes ?
  • Sincere apologies for the delay! At times we face certain logistical or operational challenges that cause delays.

    We are working on getting your delivery back to you as soon as possible. Do get in touch with our support team if you require further assistance.

  • I have not received my delivery on the selected slot ?
  • We are really sorry about that! Do get in touch with our support team and we would help you out as soon as possible.

  • Can you drop my clothes to the security guy/neighbours ?
  • Yes, we certainly can ! Just let us know by selecting the appropriate option on your app or specify the same on call or e-mail.

  • Why some of my clothes are returned without washing ?
  • Sorry that some of your clothes had to be returned unprocessed. We do this for different reasons, mainly to protect your garment from any damage due to processing.

  • Can you pick up from one address and deliver at another address?
  • Yes, you do have the option to select a convenient time slot for delivery. However, you would get this option only after your laundry has been processed and is ready for delivery.

  • Will i receive my clothes on Hanger ?
  • Few types garments under the 'Dry Cleaning & Special Care' category like suits, blazers, jackets, sherwani etc. are delivered on hangers. Rest of the clothes are folded well and delivered.

    We do not have on-demand hanger delivery services.

  • My delivery has been scheduled multiple times but still not delivered ?
  • It could be due to couple of reasons, such as :

    - We might have attempted delivery on time but you were unavailable/unreachable

    - We might be facing logistic issues

    Please contact us on support, and schedule a delivery time slot . We would not disappoint you again !

  • The stains have not been removed
  • We do our best to remove the existing stains. Generally, it is not possible to know how well the stain has set into the fabric. Additionally, we take utmost care not to over-process your garments, as that might damage the fabric. Keeping all these factors in mind, we are unable to provide stain removal guarantee for existing stains. If still not satisfied you can forward the images of garment at our support and we will get back to you after referring to our in-house quality team.

  • I am not happy with the wash quality/Ironing quality
  • We would request you to send the images focusing on the affected area. Please send us multiple images with an image of the garment with our booking tags in view as well to support@fivestarlaundry.in & we will get back to you within 24 hrs!

  • Packaging was not good.
  • We would love to learn what went wrong and work on your feedback. Please your feedback on support@fivestarlaundry.in !

  • Ironing is not done properly
  • All garments under our prime and dry cleaning category are steam ironed and most customers praise our ironing. If you are not satisfied, kindly drop us images of the garments to support. Do send us multiple images, few focusing on the DM tag and others focusing on the affected area. We promise to provide quick resolution !