Frequently Asked Questions
1. Collection & Delivery
Do I get to keep the bag(s)?
Of course - they're your personal laundry bags now. Take good care of them!
How do I book a collection?
It’s easy - just download our app from the App Store or Google Play. Our app will find your location - all you need to do is follow the on-screen instructions to schedule a collection time within 60 seconds.
How should I sort my laundry before collection?
Simply place items for the Folded Laundry service in one bag, and items for the Ironed Laundry & Dry Cleaning service in the other.
I missed my slot. What should I do?
Don't worry - it happens. We'll be happy to collect/deliver at a more convenient time. Simply book again using our app.
Which bag do my items belong in?
Visit zipjet.co.uk/bag for information about our two types of bag, and what can go in each.
How do I change my card details?
Visit 'Payment Options' in the Zipjet app. Simply click 'Add a Credit Card' and enter your new card details. You can remove old card details by swiping from left to right over the card you'd like to remove.
How much does Zipjet cost?
Please visit our price list here: https://www.zipjet.co.uk/price-list.
Is there a minimum spend?
Yes - £15. The minimum order value will be frozen as a deposit whilst your order is processed. This amount will be released when your order is complete.
Should I tip my Zipjet driver?
There’s no need - we take good care of our drivers. If you'd like to praise a driver for their great customer service, we’d love to hear from you - we’ll reward them accordingly!
Which payment methods can I use?
Debit/credit card, Paypal.
Are my items insured whilst in your care?
Yes - your items are insured whilst being transported and fall under the standard terms and conditions of our facility partners whilst being processed.
Are special detergents available?
We offer unperfumed and hypoallergenic detergents. Just ask your Zipjet driver - he or she will be happy to pass on your request to our facility partners.
Are there things that you will not wash?
We currently process most items, with a small number of exceptions. These include leather, curtains, carpets and bags. If our facilities team advises against processing a certain textile, we will contact you and agree on how to continue.
Can you get a stain out for me?
We will always try our best. Stains are best treated immediately, so your garment has a better chance of recovery. Turn your garment inside out and run cold water over the stain. This will in return make the stain easier to remove.
How do I know that my items are in safe hands?
The safety of your items is of paramount importance to us. Our drivers & facilities staff understand this and are hand-selected professionals with years of experience in their respective fields. If there's anything we can do, just ask.
How do you keep my clothes together?
Our facilities staff use a bag-based system to ensure your clothes are not separated.
My items need to be processed in a specific way - what can you do?
No problem at all. At Zipjet, we prize ourselves on quality and understand that different items require different types of processing. Just let your driver know about any specific requirements you have - we'll do our best to accommodate you.
My items were damaged - what should I do?
Instances of damage occurring during processing are unlikely, but do occur in rare circumstances. If you feel your items have been damaged, please contact our customer care within 24 hours of receiving your items. We'll resolve these cases on a personal level.
Where does the washing go?
Your items are taken to the closest of our facilities, where they are professionally processed using quality cleaning products and technology.
4. Account & Password Setting
How do I redeem my promotional code?
If ordering using the Zipjet app, enter the voucher code after choosing your collection & delivery time slots. If ordering using the webpage, the promotional code can be entered on the last page before completing your order.
How do I set up a Zipjet account?
A Zipjet account is automatically created upon placing your first order, either using our smartphone app or webpage.
I've forgotten my password - what should I do?
You can regain access to your account using a recovery PIN number. Here's how it works: 1. Click on Login 2. Enter your phone number 3. Your recovery PIN will be sent via SMS 4. Use your PIN to access your account.
Can I cancel my Zipjet order?
Yes - just ensure you do so at least three hours before your scheduled collection. Please contact customer service for support if you are unable to cancel - we'll be able to do this for you.