FAQ

Frequently asked questions

Do I have to be present when the driver arrives?

No. You only need to leave your order in an area accessible by our drivers. Just let us know your order is out and ready for pickup. Your clothing will normally be cleaned and delivered back to you on the next delivery day at your location. It may take longer if alterations or re-cleaning due to stubborn stains is needed.



Where should I designate the pickup/drop-off location for my laundry?

Most of our clients leave their laundry in one of the following places. - Concierge desk, building management office or a room/closet designated by building management for Sarni Cleaners - Building lobby or entryway - Inside or outside their apartment door When specifying a pickup/drop-off location during sign up or with your driver, please be sure that the driver will be able to access that location. Many of our clients entrust us with a key for the downstairs front door(s) so they can have service outside of their apartment door. Our encrypted key tag system ensures your anonymity and safety. We have never experienced security or theft issues. However, please choose your pickup location wisely. We cannot guarantee that your location is 100% secure.



How do I prepare my first order for pickup?

Place your first order in a trash bag clearly labeled with your name, service needed (wash and fold, dry cleaning or other special care), any special instructions and label "Washie" on the outside of each bag. Please put wash and fold garments and special care garments (dry cleaning, button down shirts, hand wash, alterations) in separate bags. Separation of lights, whites, and darks is included with all wash and fold orders, so you don't need to do it yourself. We will deliver your laundry back to you in our eco-friendly Washie Bags with tags attached. The tags provide your account information as well as cleaning and delivery preferences.



What are your hours of operation?

Drivers are on delivery routes Monday to Sunday, 9am to 7pm. Phone support is available Monday - Friday from 8am - 8pm (+852) 6628-7733.



What forms of payment do you accept?

We accept payment by Alipay, Wechat Pay, credit card (Visa, Master Card) and Cash.



What is the minimum charge?

The minimum charge is HK$350 (per order).



How do I contact you if I have a problem with my order?

Please email contact@washie.com.hk, call or Whatsapp (+852) 6628-7733. We would be happy to help you resolve the problem.



Do you have a guarantee policy?

Washie stands by its quality and service. While in our care, we take responsibility for your garments up to ten times our charge for processing it. Sometimes we may decline to clean an item at pickup or after being spot-checked at our processing plant. This happens when we find that the garment already has too much wear and tear or is too fragile to care for. We do not take responsibility for missing items or orders both before we pickup and after we drop-off orders. Please choose a pickup/drop-off location that you are comfortable with.



How do I arrange for pickups?

Please complete the Pickup and Delivery Form on our website, call or Whatsapp (+852) 6628-7733 or email contact@washie.com.hk.