Customer Service Inquiries
Monday- Friday 9am to 5pm eastern
Call our laundry and home cleaning specialists!
We can provide a personal shopping experience and help place an order.
Call us: 212-564-6788
FREQUENTLY ASKED QUESTIONS
Where does The Laundress ship to? The Laundress ships worldwide. For more information on our international shipping process please review the ordering & shipping details page.
How long will it take for 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 New Jersey and sometimes Manhattan, 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.
Domestic Ground Shipping is free in the Contiguous U.S on orders over $50.
What happens if a product I want is backordered? 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 9 a.m. EST to expect it to arrive the next business day, otherwise you can expect your order within 2-4 business days. For “Second Day” orders—you need to place the order by 9 a.m. EST to expect it to arrive within 2 business days, otherwise you can expect your order within 3 business days.
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. You can also email us anytime.
Which credit cards do you accept? We accept Visa, MasterCard, American Express & Discover. The Laundress also accepts PayPal, Amazon Pay, Apple Pay & AfterPay. If you have an International credit card but are shipping within the US, you may call our Flagship store 212-564-6788 to place your order.
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 212-564-6788 from 10 a.m. - 6 p.m. EST.
Can I return merchandise? Returns on eligible items must be received at our facility within 30 days of initial purchase. To be eligible for a return, items must be unused, unopened, and in original packaging. All returns must be accompanied by original proof of purchase and pre-approved by customer service. We monitor return and refund activity and reserve the right to limit or refuse a return or charge a return processing fee if we find that our policies have been abused. If you have any concerns about product or regarding garment care, please email customer support.
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 shipment arrives damaged? If your order is damaged, please email us immediately. We’ll provide instructions. Please include your order number in your email.
Will I be charged sales tax?The following states will be subjected to sales tax: Arizona, Arkansas, California, Colorado, Connecticut, Florida, Georgia, Illinois, Indiana, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New York, North Carolina, Ohio, Pennsylvania, Rhode Island, South Carolina, Tennessee, Texas, Utah, Vermont, Virginia, Washington, Washington DC, West Virginia, Wisconsin.
Can I use your products in a high-efficiency washing machine? Yes, our products are also formulated for HE machines. You should use ⅛ cup of detergent versus ¼ cup per load.
My dry cleaner cannot remove a stain. What should I do? We offer how-to’s, a stain guide and tons of blog content on our website for all your laundry inquiries-just use the search to see what is available and if your questions still isn’t answered please click the Let’s Chat button or email us!
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.
Do your products expire?Sealed, unopened bottles do not expire. After the seal has been removed, formulas have a shelf life of 5 years, as oxygen reduces the efficacy of the ingredients, though product will still be suitable to use.
Can I use my tax exemption card for online or phone purchases? We cannot accept tax exemption cards for online or telephone orders as these transactions do not allow for the necessary physical presentation of a tax exemption card. For more information, please visit https://www.state.gov/sales-tax-exemption/.
Are your products on Amazon authentic? The Laundress products sold through our Amazon shop are indeed authentic products! While there are multiple sellers of Laundress products on Amazon, only products sold through our Laundress New York Amazon shop are verified Laundress products. If the item is sold by The Laundress New York or Amazon and ships from Amazon, you can rest assured that it is not counterfeit product.
How do I return an order placed on Instagram or Facebook Marketplace? For Instagram or Facebook Marketplace orders, log into the app you purchased through, and request a return in the Orders & Payments section. Note: For orders with multiple items, you'll need to request a return for each item separately. For assistance or questions about your product, please email [email protected]
Disclaimer: All techniques are based on textile science. Not all garments perform and react as science would predict. Our products do not include artificial color. Color and texture may vary with natural ingredients.