FAQ | Melbourne, VIC | Fluff n Fold Laundry

Our Laundry Services in Melbourne

Fluff n Fold Laundry — Frequently Asked Questions

FREE Pick-Up / Delivery / Laundry Bag / Garment Bag — Minimum Charge $60.00

Thank you for choosing Fluff n Fold to provide your laundry needs. If this is your first time using our service, please read through the following — this will give you a brief description of what you can expect and how to achieve the best outcome from our service.

FAQ's

Bookings

How do I make a booking?

All bookings are made online, simply click on the floating booking button on the right side of the page. If you wish to discuss specific requirements, you may contact us after the booking has been made, and we will get back to you.

Is there a minimum charge?

There is a minimum charge of $60.00 for all services with free pick up and delivery. There is also a temporary fuel surcharge of $6.60 per order while fuel prices are still high.

How do I give special instructions?

For any one-time special instructions please include a note with your order, text 0450 347 322, or email info@fluffnfoldlaundry.com.au. The easiest way to set permanent special instructions on your account is to email our team at info@fluffnfoldlaundry.com.au.

Do I need to weigh my items before Fluff n Fold picks up?

No, we will do that for you. Once weighed, we will email you an invoice for payment to be made.

Pickup & Delivery

Where should my order be picked up or delivered?

Your pickup and drop-off location should be a safe and secure location where you feel comfortable leaving your personal items. While this is different for everyone, customers often leave their orders at their front door, on their porch, or inside a secure gated area. Please note we are not able to enter any privately owned spaces or residences, so we are not able to enter your home, apartment, car, or garage.

When will my order be returned?

Your laundry will be returned within 24 hours at approximately the same time as it was picked up. However, at times due to demand, delivery may be delayed by 24 hours. Should this occur we will advise you. Please note payment is to be made prior to delivery.

What should I put my dirty laundry in?

Trash bags work best, or any kind of bag! Don’t worry about labelling or tagging your bags – our driver will do this for you. Your clean laundry will be returned in a reusable bag or recyclable poly-bag.

Where will you put my hanging items if I'm not home?

We will find a suitable place (e.g. hook, fence, door grill) to hang your clothes. Alternatively, we may lay your clothes down on top of the laundry basket, box etc. as it is protected by an ironing bag.

How quickly should I unbag my laundry?

We recommend unbagging your items as soon as possible. This is especially important for duvets, down comforters, blankets and similar bulky items.

Pricing

Is there a minimum charge?

There is a minimum charge of $60.00 for all services. The pickup and delivery fee is free of charge.

Can you do stain removal?

As a standard, we will spray pre-wash stain remover sprays for free. For more extensive work (e.g. soaking in special solutions) there is usually a case by case cost, which we will advise prior to doing so. What will help is letting us know when the stain occurred, what caused it and if you have tried washing or drying it.

Can I send my own hangers?

Absolutely! We will ensure your hanging items are returned to you on your own hangers. If personal hangers are not sent in, Fluff n Fold will provide wire hangers at no additional cost.

Washing & Care

What can I expect from my first laundry service?

When you book, it is a booking for that day (even though your booking has a specific time). The pick up window will be mentioned in the appointment sms. The best place to put your laundry is a garbage bag (or laundry bag if you have used another service before). Please separate any stained items or items that need special care. With the volume of laundry we handle, our launderers are unable to check every care label. Make sure to double-check all pockets — Fluff n Fold Laundry is not responsible for items lost in the wash or damaged by things left in pockets (chapstick, crayons, markers, pens, lipstick, gum, tissue, etc.).

Will my clothes be washed with other customers' orders?

No way! We never wash or dry your items with anyone else’s.

Do I need to sort my items, such as darks from lights and whites?

No — this is supposed to be easy for you. Leave the sorting to us. We will sort into whites, colours and darks. However, should an item of clothing require special attention, bag it separately with easy-to-read instructions.

Does Fluff n Fold read label instructions?

With the volume of laundry we handle, we are not able to read individual label washing instructions. If you have items needing special care, please bag these separately with easy-to-read instructions.

What will be returned on hangers?

It is our routine to hang collared shirts, button-up shirts, dresses, hooded sweatshirts, blouses, sweaters and slacks or dress pants that have been ironed. If you have a request for something else to be placed on a hanger, just let us know. If you would like us to use your hangers, send them in with your laundry in a separate bag so as not to damage your clothes.

Can I send my undergarments?

Of course — it’s laundry! Let us take all your laundry off your hands. Clients who prefer to keep their undergarments private may send them inside a mesh bag. We will wash, dry and return undergarments in your mesh bag.

Special Items

Do you do ironing?

Yes, we do ironing.

Do you offer dry cleaning services?

No, at this stage we do not offer dry cleaning services.

Can you wash bedding and linen?

Yes — from sheets and duvet covers to towels and tablecloths, we can handle all your bedding and linen needs. We recommend unbagging duvets and bulky items as soon as they are returned.

NDIS

Do you provide laundry services for NDIS participants?

Yes — our Fluff n Fold Laundry service provides affordable laundry services specifically designed for individuals under the NDIS. We are dedicated to fulfilling your laundry needs through our convenient mobile laundry service.

Are you a registered NDIS provider?

At the moment we are not, so we can service plan and self managed participants (but not NDIA managed participants). However, we are in the process of going through registration – so stay tuned for updates!

Do you provide invoices for NDIS reimbursement?

Yes — a full invoice is provided after every service, suitable for NDIS plan reimbursement and record-keeping.