Orders - Frequently Asked Questions
Q. When can I expect my order?
A: Most of our products are available immediately—we will notify you if there is a back-order. Please allow a delivery period of up to 10 business days for ground shipments. We do not ship on Saturdays, Sundays or on national holidays.
Q. How much is shipping?
A. We ship out of Manhattan and the cost of shipping will vary depending on where you are located, the weight of the products being shipped and how quickly you wish to receive your merchandise. You will be able to preview the cost of shipping prior to placing your order.
Q. What happens if a product I want is back-ordered?
Products can become back-ordered during the course of everyday business and we will do our absolute best to let you know what is back-ordered on the website. In the event that this happens, you will receive your product as soon as it becomes available and will not be charged any additional shipping. If for any you do not want to wait for the product, you can request a refund for the back-ordered product via e-mail or telephone.
Q. When can I expect my expedited shipment to arrive?
For “Next Day” orders—you need to place the order by 1 p.m. EST to expect it to arrive the next business day, otherwise you can expect your order within 2 business days.
For “Second Day” orders—you need to place the order by 1 p.m. EST to expect it to arrive within 2 business days, otherwise you can expect your order within 3 business days.
For Saturday deliveries, please call our office Monday – Friday 9 a.m. - 6 p.m. EST at 212.209.0074.
Q. How can I find out the status of my order?
A. As soon as your order ships, you will receive a shipping confirmation e-mail to track your order via www.dhl.com. You can also e-mail us anytime at customerservice@thelaundress.com.
Q. Which credit cards do you accept?
A. We accept Visa, MasterCard, American Express & Discover.
Q. I made a mistake when entering the text for my monogram. How can this be fixed?
A. The Laundress is not responsible for any errors made at check-out when entering the text. Absolutely no returns or refunds will be granted.
Q. Can I order by phone?
A. Yes, please call us Monday - Friday at (212) 209-0074 from 9 a.m. - 6 p.m. EST.
Q. Can I return merchandise?
A. We're sorry; we do not accept any returns on products.
Q. Can I cancel my order?
A. You may only cancel your order the same day of placing your order as we typically ship orders right away.
Q. What happens if my order arrives damaged?
A. If your order is damaged, please e-mail customerservice@thelaundress.com immediately for further instructions and please reference your order number.
Q. Will I be charged sales tax?
A. Only New York State residents are subject to sales tax.
Q. Can I use your products in a high-efficiency washing machine?
A. Yes, our products are also formulated for H-E machines. You should use 1/8 cup of detergent versus ¼ cup per load.
Q. My dry cleaners cannot remove a stain, what should I do?
A. We offer "Ask the Laundress" on our website for all your laundry inquiries-just fill out the form online and The Laundress will answer any question you may have about laundry and using The Laundress products.
Q. Is The Laundress an environmentally-friendly brand?
A. Yes, The Laundress cares about the environment--we are a biodegradable, phosphate & sulfate free product.
Q. Does The Laundress test on animals?
A. No, our products are not tested on animals. All products are tested on The Laundress co-founders Gwen & Lindsey.
Still have an unanswered question? E-mail us at customerservice@thelaundress.com
Privacy Policy
Your personal information is strictly confidential. Please be assured that as a Laundress customer and visitor to our site, we will not share your personal information with any other company or retailer. The Laundress does not resell any information about our customers to third parties.
