Customer Service Inquiries
Monday- Friday 9am to 5pm eastern
Call us: 212-209-0074
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. 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. 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, and Apple Pay. 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 212-209-0074 from 10 a.m. - 6 p.m. EST.
Can I return merchandise? We do not accept returns, however our product is 100% satisfaction guaranteed. The Laundress recommends washing techniques based on the principles of textile science. However, not all garments perform and react as science would predict. Don't worry - most garments are made, tested, and labeled properly by their manufacturer. If you're concerned about a particular item, simply test it before washing to avoid unexpected outcomes. If you have any concerns about product, please email customer support. For questions regarding garment care please email our fabric care experts.
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? Only residents of New York and New Jersey are subject to sales tax.
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.
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.