Frequently Asked Questions (FAQs) - Prime Laundry
7:00 AM to 11:00 PM (Mon-Sun)

Find Your Answers

All doubts cleared here

How does prime Laundry work?

You place an order through our website or app then go through the following steps,


  1. Firstly, you will need to type in your postcode and selecting the services, address and payment details then after place an order, one of our drivers comes to collect your items on the date and time slot you choose. You tell the driver the services you required or any special instructions you may have.
  2. Our dry cleaning team experts process the required service and our driver returns the items back at your doorstep on the specified date and time slot.
Do you cover my area?

To find out if we cover your area, simply enter your postcode on our website or mobile app and check the availability. We currently cover areas including South West London, South East London, Central London, and east London, north London, west London, Croydon, Bromley and Sutton. . If unfortunately, we are not serving the address that you requested at that moment than don’t worry, we are expanding our laundry collection and delivery services every day, so keep your eyes peeled for updates.

Can I order by phone?

As we want try to make it simply, you can only place an order via our website [ ] or via our mobile app available at iOS App Store or Android play store.

Do I have to provide my own laundry bag?

No need. Prime Laundry will provide the company bags. All you’ll need to do is ensure your Wash, Tumble Dry & Fold items are in a separate pile to your dry cleaning items on collection.

How long will I be without my clothes?

After Pick up the cloths, Prime Laundry provide a quick and quality service, our aim to return your clean cloths within next day. Some large bulky items, delicate items or cloth alterations usually takes time up to 72 hours.

Is there a minimum order value?

Yes, we operate with a minimum order charge of £20.

Please note that for a Laundry service wash, we do not take responsibility for:
  • Items damaged by objects left in cloth pockets or,
  • Items damaged because they could not be included in a service wash
Company kindly ask you to:

Check all pockets before giving us items for service wash

Do I need to separate the laundry and dry cleaning items?

Yes, please do. This will ensure everything will be processed as per your requirements. We strongly advise using a separate bag for each type of service you require (laundry, dry cleaning, ironing, etc).

I am m unsure if my items should be laundered or dry cleaned. What now?

Don’t worry, we don’t expect you to be experts, that’s what we are here for. Our laundry specialists will always check the cleaning instructions on your garments before we begin. All you’ll need to do is ensure your Wash, Tumble Dry & Fold items are in a separate pile to your dry cleaning items on collection.

I am allergic to certain types of detergent. What are my options?

When placing an order with Prime Laundry, we also give you the option for the special washing instruction. We would like to offer you the possibility of choosing between bio and non-bio detergent.

Can you clean any kind of stain?

We use the stain removal product with the professionally way, While we cannot promise to eradicate all stains, we always do our upmost to return you items in immaculate condition.

Are you insured in the event of damage?

Your items are handled with maximum care and up-to-date equipment. While damaged items are an extremely rare occurs. it will be covered by our insurance in accordance to our Terms and Conditions but please have mind that all claims must be made within 24 hours after deliver the items to you.

Should I weigh my clothes before collection?

There is no need to do that. If in doubt – Don’t worry, our driver carry a scale and can help you weight your clothes before they collect them.

Can you collect and deliver to my concierge?

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 web or app under ‘Delivery Notes’ when placing your order.

Should I separate my order into colours and whites in laundry services?

You place an order through our website or app then go through the following steps.

What if I have special requirements?

There is an option when you go for the select services, give the special instruction that we need to know.

Is there anything I need to do before my collection?

Just make sure that you are available in the pickup time slot. If pickup from the concierge, portal or reception than please make sure that your dirty clothes are available in the pickup timeslot.

What if I need to reschedule or cancel my order?

We completely understand. Just go to 'My orders', select the order you'd like to change. For cancel order please contact via live chat or customer care mail It would be great if you could do that with at least 2 hours before the collection/delivery, otherwise a fee will be added to your invoice.

Do you accept cash?

We do not accept cash as all payments have to be processed by card ( Visa , Mastercard , American express , Google pay and Apple pay) before the delivery takes place.

Do you have a minimum order charge?

Yes, we operate with a minimum order charge of £20, this includes the collection and delivery services.

When do you take payment for my order?

You can pay with Visa, MasterCard , American Express , Google pay or Apple pay. We will only charge you at the end of the service, via the card inserted in your account. All transactions are securely processed.

Where is my receipt?

The itemised receipt will be sent via email in 24 hours after delivery. This is because the service is very quick and our facility team needs time to submit the itemisation to us.