Yes, we can! If you happen to have a concierge, reception or porter available at your address and they are able to receive orders, please leave a note in the app under ‘Delivery Notes’ when placing your order. If your order was placed on our website or has already been collected, you can contact our customer care team via email (help@safilaundry.co.za), live chat, and soon via phone, and we’ll be able to leave instructions for our agent on your behalf.
However, if there does happen to be any issues, then the agent will try and give you a call.
Nope, we’ll provide our own SafiLaundry laundry bags when we arrive. A blue bag for Wash, Tumble Dry & Fold and a black bag for dry cleaning, items that need to be washed according to the care label, or or laundry that needs to be ironed.
All you’ll need to do is ensure your Wash, Tumble Dry & Fold items are in a separate pile to your dry cleaning items on collection.
If you’re leaving your garment with a concierge/at reception, just attach a note to explain which items are intended for which service.
Feel free to ask your driver to leave SafiLaundry bags for your future orders.
All your garments are protected under our 72-hour Quality Guarantee policy, which means if you’re unhappy with how your items have been cleaned, simply let us know within 72 hours and we can organise a free re-clean.
We have partnerships with dozens of expert cleaning facilities across Johannesburg. All cleaning partners are carefully selected and go through a vigorous inspection process. We have close relationships with all of our cleaning partners and work together to bring you the best service possible.
We collect payment once we start cleaning your clothes, and by this time you should have already received an order update from our facility via email. Card payments are processed via Yoco a highly secure platform.
You may see two charges to your card – rest assured, the first charge is a pre-authorisation check to make sure payment is possible. We’ll only take payment once, and any pre-authorisation will be refunded immediately.
Your clothes are in safe hands and cases of missing items are extremely rare – but we understand it’s a natural point of concern.
We have strict procedures to follow if our customers are missing items. In this unlikely event, we will carry out a full investigation to find out what happened. Please email help@safilaundry.co.za to report the issue, with further details and pictures of the item, if available. Please note that we’d require customers to get in notify us within one week from the delivery date.
At the end of the investigation, if we aren’t able to locate your items, we’ll reimburse you in accordance with our compensation policy. Please refer to the T&Cs for more details.
