Laundry Services

FAQ's

Frequently Asked Questions (FAQ)

Below is our general Frequently asked questions. If you require a question answered, and it is not included in this frequently asked questions then please contact us.

Q: What is your turnaround time?

A: Normal turnaround time is 48 hours. If you require your cleaning returned sooner, there could be an extra charge. For same day service, we also charge extra, and you should always check with us before ordering a same day service. We can also manage a 2-hour service for some garments. Again, please contact us to book a 2-hour service.

Q: How much your delivery service cost?

A: our pickup and delivery service is free for order of £15 or more.

Q: What are your working hours?

A: We open from 8am to 8pm.

Q: Can Lagoon to collect my cleaning from my workplace?

A: Yes, you are given the option when making a booking, to enter different addresses for pickup and delivery.

Q: Is there a minimum order value?

A: Yes, our minimum order value is £15.00

Q: I have a stain on my garment what should I do?

A: Please don’t do anything, leave it as it is. Our experts will take a look and use the most suitable procedure for removing it.

Q: Do you guarantee stain removal?

A: Whilst we always try our best, we cannot guarantee that every stain can be removed. Each stain has a different chemical composition, and this combined with the type of fabric, and the location of the stain, complicates things. Strength of the fabric is also an issue; weak fabrics cannot stand rigorous stain removal. So we cannot guarantee 100% that ever stain is removed, but we always try our best.

Q: Are my payment details kept securely?

A: Your payment details are always secure, as we use PCIDSS system and follow all required security protocols. Alongside this, we use the World Pay card processing company. UK’s most trusted card processor.

Q: In case I have problem who should I speak to?

A: If you have any problem, you can call our shop number, or email us on info@lagoon.co.uk

Q: Do you apply rescheduling fees?

A: The first 2 collection/delivery attempts are free on the third time we will charge an extra £5.00.

Q: What should I do if I miss my collection or delivery?

A: Please let us know ASAP if you think you will miss your schedule pickup/delivery. If you don’t and we attempt to collect/deliver, we will leave a message on your door requesting that you reschedule. We will not attempt another pickup/delivery until you have rescheduled.

Q: What should I do if I miss my collection or delivery?

A: Please let us know ASAP if you think you will miss your schedule pickup/delivery. If you don’t and we attempt to collect/deliver, we will leave a message on your door requesting that you reschedule. We will not attempt another pickup/delivery until you have rescheduled.

Q: Do you offer a same day or rush service?

A: Yes, we do. However, you must contact us before booking urgent cleaning.

Q: What are your prices or where is your price list?

A: Our price list can be found on first page, at top right hand corner. In the app, it is on left side menu.

Q: How do you weight wash and fold laundry?

A: We have an in house weighing scale, calibrated by LBWF. We will supply a handy weighing scale to our driver as well, to weigh in front of you.

Q: Is there anything you will not wash/dry clean?

A: Yes, in the case of a care label missing, we will call you and ask your permission to clean the item. Items labeled as do not wash or dry clean, we will call and discuss the problem with you before proceeding.

Q: Where does all the cleaning go?

A: All of your cleaning is done at our main facility at 220 Chingford Mount Road, E4 8JL. We have all kinds of specialist machines to process your cleaning, and they are returned from here to your specific address.

Collection & Delivery

Q: Can I choose my own date and time for both collection and delivery?

A: Yes, you are free to choose the collection and delivery times that suit you best.

Q: How far ahead do I need to schedule a collection?

A: You can schedule a collection at any time, if we are unable to fit the schedule you require, we will inform you.

Q: What happens if something crops up, and I need to change the collection or delivery schedule?

A: If you contact us within 48 hours of the scheduled collection or delivery, we can reschedule.

Payments

Q: What payment methods do you accept?

A: We accept cash, and all major credit and debit cards.

Q: Do I need to pay for my cleaning in advance?

A: No, we will charge your credit card before delivering your cleaning back to you.

Account Settings

Q: Can I change my credit/debit card details?

A: Yes, navigate to the accounts settings part of the app, and then choose update payment details.

Q: Can I change my address?

A: Yes, you can change both your home and office address by navigating to account settings, and updating your address.

Q: What if I have special instructions to give you?

A: You can add special instructions in the notes section, under account settings.

Wet Cleaning Process

Q: What is wet cleaning?

A: Wet cleaning is an ecologically friendly cleaning process that uses water, and biodegradable detergents and conditioning agents. Special reshaping and finishing machinery is used to ensure that garments retain their shape after the wet cleaning process.

Alterations & Repairs

Q: Will you help me measure my garments ready for alteration?

A: Yes, we can assist in helping you measure your garments correctly before we alter them.

Q: What kinds of repairs can you undertake?

A: We can perform general repairs and modifications, such as taking in or letting out, taking up or lengthening of garments. We can also perform other repairs/modifications such as re-lining curtains and resizing wedding dresses., take up/down, curtains re lining, wedding dress resize. We also perform smaller repairs such as zipper and button replacement on almost every type of garment. We can also mend tears and rips. Its always good to call us if you can’t find any answer here.

Q: What guarantee do I have that a repaired tear will not be visible?

A: Whilst we try our hardest to make repairs be as invisible as possible, large tears will usually leave a visible mend. Invisible mending is quite expensive and it will cost you around £70 per centimeter.

Special Articles

Q: I have a non-standard article that I wish to have cleaned, can you help me?

A: We judge special articles on a case by case basis. Our best advice would be to bring it in for us to take a look at, so we can advise you on what cleaning options are available.