FAQ for Orders
Our most commonly asked questions are answered here!
Don’t see the answer you need?
- Where does The Laundress ship to?
The Laundress ships worldwide.
- How long will it take my order to arrive?
Most of our products are available immediately—we will notify you if there is a back-order. We will ship your order within 5 business days for ground shipments. We do not ship on Saturdays, Sundays or on national holidays.
- How much does shipping cost?
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.
- 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 reason you do not want to wait for the product, you can request a refund for the back-ordered product via e-mail or telephone.
- 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.
- How can I find out the status of my order?
As soon as your order ships, you will receive a shipping confirmation e-mail to track your order via Fedex or UPS. You can also e-mail us anytime at firstname.lastname@example.org.
- Which credit cards do you accept?
We accept Visa, MasterCard, American Express & Discover.
- I made a mistake when entering the text for my monogram. How can this be fixed?
If you make a mistake, contact us within 24 hours so that we can prevent your item from being monogrammed incorrectly. Otherwise, The Laundress is not responsible for any errors and cannot allow for the item to be returned or refunded. If you are unsure of the order of your monogram letters, please give us a call or send us an email as we'd be happy to help you. Note that in a standard monogram, the first letter of the person's last name is placed in the center. For example, a woman named Abigail B. Cooper would have the monogram of ACB.
- Can I order by phone?
Yes, please call us Monday - Friday at 212-209-0074 from 10 a.m. - 6 p.m. EST.
- Can I return merchandise?
We do not accept returns, however our product is 100% satisfaction guaranteed. If you have any concerns, please contact us at email@example.com.
- Can I cancel my order?
You may only cancel your order on the same day it was placed, but not after. We typically ship orders right away.
- What happens if my order arrives damaged?
If your order is damaged, please e-mail firstname.lastname@example.org immediately. We'll provide instructions. Please include your order number in your email. Thank you!
- Will I be charged sales tax?
Only New York state residents are subject to sales tax.
- Can I use your products in a high-efficiency washing machine?
Yes, our products are also formulated for H-E machines. You should use ⅛ cup of detergent versus ¼ cup per load.
- My dry cleaners cannot remove a stain, what should I do?
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.
- Is The Laundress an environmentally-friendly brand?
Yes, The Laundress cares about the environment--we are a biodegradable and phosphate, allergen & toxic free product.
- Does The Laundress test on animals?
No, our products are not tested on animals. All products are tested on The Laundress co-founders Gwen & Lindsey.