Frequently Asked Questions
1. Collection & Delivery
Do I get to keep the bag(s)?
Of course! They're your personal laundry bags from now on. 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 pick-up and delivery times.
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. Please be aware that, for Folded Laundry, if you want your colours and whites washed separately, there will be an additional service cost of £12.00.
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?
You'll receive two bags from your Pickup Pilot: one for Folded Laundry and one for Ironed Laundry & Dry Cleaning. The Folded Laundry bag is for items that are machine washable, and is measured by the kg. The Ironed Laundry & Dry cleaning bag is for items that you want dry cleaned or washed & ironed, and is priced individually by item. For more information on our bags, visit zipjet.co.uk/bag
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. Additionally, you're also able to change your payment details during the process of making your next order.
How much does Zipjet cost?
For our Folded Laundry option, we charge £15.00 per 8kg. If you want your colours and whites washed separately, there's a £12.00 service fee per bag. For Ironed Laundry & Dry Cleaning, each item is priced individually. For more detailed information, please visit our price list here: https://www.zipjet.co.uk/price-list.
Is there a minimum spending value?
Yes, it's £15. The minimum order value will be frozen as a deposit whilst your order is processed, which will then be released upon the completion of your order.
Should I tip my Pickup Pilot?
While we appreciate the sentiment, there’s no need - we take good care of our pilots. If you want to praise a Pickup Pilot for their great customer service, we’d love to hear from you, and we’ll reward them accordingly!
Which payment methods can I use?
We accept payments from MasterCard, Visa, American Express & Diner's Club debit/credit cards, as well as 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?
Yes! We offer unperfumed and hypoallergenic detergents. Just ask your Zipjet Pickup Pilot- he or she will be happy to pass on your request to our facility partners.
Are there things that you will not wash?
Currently, we wash almost every type of clothing. However, if our laundry specialists discover that it wouldn't be sensible to wash a certain item, we'll contact you immediately, and agree on how to continue. Examples include: leather, curtains, carpets and bags.
Can you get a stain out for me?
We will certainly try! For the best chance of recovery, stains are best treated immediately. The smartest approach is to turn your garment inside-out, and run cold water over the stain. This will greatly help the affected area, and, in return, make the stain easier for us to remove down the line.
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 they're 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?
At our washing facilities, we use a bag system to ensure your clothing stays together - don’t worry, we'll make sure they aren't separated.
My items need to be processed in a specific way - what can you do?
This poses no problem whatsoever. At Zipjet, we pride ourselves on quality and understand that different items require different types of processing. Just let your Pickup Pilot 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 each case on an individual level.
Where do my items go?
After pick-up, your order is taken to our professional facilities - which are continuously tested and monitored to ensure consistently high quality of service.
4. Account & Password Setting
How do I redeem my promotional code?
If ordering using the Zipjet app, simply enter the voucher code after choosing your collection & delivery time slots. If ordering via our website, the promotional code can be entered on the last page before the completion of 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 that will works: 1. Click on Login 2. Enter your phone number 3. Your recovery PIN will be sent via SMS 4. Use your PIN to re-access your account.
Can I cancel my Zipjet order?
In case you need to cancel your existing order, you must do so three hours before your scheduled pick-up. If you are not able to do so, please contact our customer service line, and we'll assist you in this process. See below for contact info.