FAQs

General

Normal laundry service takes 2 working days; dry cleaning service takes 6 working days. We also provide express service if needed.

We have our own laundry centre, and every step is supervised by our technicians to ensure that all your clothes are under excellent service and sure you will be satisfied with our service too.

Lavage have almost never damaged or lost any clothing. However if this case happened, we will compensate according to the terms and conditions.

Please put your dark and light clothes separately before our driver come for pick up. Due to hygiene reason, we will not help our clients separate clothes for wet & fold service and will just put them all in one machine wash. Lavage will not be responsible for the dyeing of clothing.

Monday to Friday 8:00 to 20:00, closed on Sundays and public holidays. Services can be arranged during non-business hours, additional service charges applied.

Please do not include items such as outerwear, bathrobe, carpet, blanket, quilt, sofa cover, curtain, pillow, stuffed dolls, leather, fur, cashmere and any items that should be laundry or dry cleaning. Otherwise there will be an HKD30 extra charge for each item that we have cleaned. Thanks.

No Elevator service provided in selected address: If there is no elevator service provided in the selected address, $150 extra charge might be requested.

What if delivery behind schedule? We will try our best to meet all schedule, however certain circumstances like adverse weather and traffic jam are difficult to handle, please contact customer service by WhatsApp (852) 5113-2849 or email us, so that we can make other arrangements.

Why can’t I select certain dimmed pickup/drop off slot? In order to ensure the service quality, there’s a limit for every time slot. We’re sorry about the closed time slot. Please choose another available time and we’ll see you then.

Does adverse weather affect your service? Yes, all pickup and drop off services are postponed for black rainstorm signal and No. 8 or 10 Typhoon Signals. We will notify you by app and email for rescheduling.

Orders

You can place an order on our website, choose the day and time you want,you can also call directly and place an order via WhatsApp or our Facebook page.

No minimum ordering. But orders of HK$1200 or below will be charged HK$330 delivery fee.

After receiving your clothes, Lavage will confirm with you, such as the number of clothes, need dry cleaning or wet and fold service etc, and then will inform you that total amount needed, then you can choose to pay by FPS or Alipay. After payment, please send the bank slip for our reference via WhatsApp or Facebook Messenger.

If you want to cancel your laundry service, please kindly advise 24 hours in advance, otherwise a HKD 100 handling fee cost will be charged.

Laundry

Lavage will start to wash your clothes after receiving the payment. Before cleaning, we will check carefully first if there anything inside the bags or pockets like money, clips, tissues etc . And if we find any damage on your clothes, we will take pictures of the damaged and letting you know. We can provide you with simple repairs for free. Other repair services, such as changing the zipper...an additional cost is required, but you will get your consent before acting.

If your clothes have special areas that need to be stained, please write down the "remove stains" request in the remarks column from website when placing the order, or simply just WhatsApp us a photo, and we will try our best to help. However, please still kindly understand that some of the stains may not able to remove 100%.

If you are not sure your clothes need normal wet cleaning or dry cleaning, just let us do it for you. Our professional team will follow the laundry label instructions and we will take good care of your clothes for sure.

Delivery

Lavage's service area does not cover outlying islands and Tung Chung area. We apologize for any inconvenience. In some areas, such as Sheung Shui, Fanling,
Tai Wo, Tai Po, Kam Sheung Road, Yuen Long, Tin Shui Wai, Tuen Mun and Sai Kung, HK$150 surcharge will be charged. We will contact you after the order is placed, and advise how to deliver to you.

If no one answers the door and no instruction is given prior the delivery,e.g. to place it in the property management office, HKD100 administration fee will be charged. And we will call you for a new delivery schedule.

Lavage will provide you two clean laundry bags each time. One is for white or light-colored clothes, and the other is for dark clothes which need wet & fold service. If you have dry-cleaning clothes, we will have an extra bag for you too.