FAQs

MY FIRST ORDER

Do you cover my area?


You can check the postcode areas we cover here. This will let you know if we offer our services in your area.

How do I schedule my first Spotlex?


You can schedule your first Spotlex pickup after registering to receive our service. Once you select the services you want, you will need to schedule your collection before making any payment. If you have any difficulties, feel free to email info@spotlex.co.uk or call us on 02071125196. Alternatively, send us a text message on 07478221373. Our team is always happy to help!

Will you remind me that you are coming by?


Yes! You can expect reminder in the form of a text message in the morning of your scheduled pickup, as well as a 45-minute text reminder before your driver is scheduled to arrive. You can always reply to our texts if you have any questions (our team reads and can respond to all texts)!

How do I give you special instructions?


The easiest way to set permanent special instructions on your account is to e-mail our team at info@Spotlex.co.uk or send a text message to 07478221373 along with your account details and order number.

For one-time special instructions, please provide our driver with the details or e-mail your instructions info@Spotlex.co.uk on the day of your pickup, and our team will ensure that your order is amended.

How do I point out stains? Do I need to point out stains?


There is no need to point out stains. We inspect your order multiple times before cleaning, so we will identify and treat any stains accordingly. However, it is very useful for our cleaning partners to know the exact source of each stain, since the best treatment will vary by the type of stain and fabric. If you know the source of the stain, please let leave a special instruction when placing an order; text 07478221373 or e-mail info@spotlex.co.uk with details of your order number.

Can I introduce large numbers of people to Spotlex (friends/ neighbours/ colleagues and more)?


We are always excited when our customers want to share Spotlex with their friends and neighbours. At a basic level, you will receive £10 off each order that is worth £15 or more every time you refer a  friend to Spotlex. You will receive this offer once your friend completes his/her first transaction. Your friend will also get £10 off when spending £15 or more! That said, we are always looking for Ambassadors who can help us spread the word.

We are also open to any suggestions you may have. Let us know how we can help you share the love and we will make it happen! E-mail info@ Spotlex.co.uk with your ideas and suggestions. You are also welcome to contact us if you are interested in a custom partnership with Spotlex.

What is the best way for me to tell my friends about Spotlex?


This is one of our favourite questions. We are thrilled that you have enjoyed your experience at Spotlex enough to share the love with your friends. The best way to tell your friends is to visit our refer a friend page and send your friends your custom link. You will receive £10 off any order that is worth £15 or more for each friend that you refer to Spotlex, once they complete their first transaction (they will also have £10 off their first order).

Will you take care of my clothes?


Absolutely! We wash your clothes according to the manufacturer’s washing instructions unless you tell us otherwise. For example, we’ll dry clean ‘Dry Clean Only’ clothes unless you instruct us not to. For wash and fold laundry loads, we take great care to wash colours and whites separately, so you don’t need to worry about colours running. It’s up to you to check the care labels and tell us if something in your laundry order is not suitable for machine washing or tumble drying. Our experienced team will spot most things though, and if we have questions we’ll call you straight away.

OUR SERVICES

Can you clean other specialty items?


We work with one of the best speciality material cleaners in the business. Although we cannot clean all items, we are happy to work with you on specific items to see if we can clean them, how long it might take, and what the estimated cost is. The best way to start the process is to e-mail info@ Spotlex.co.uk and let us know what type of item you want to clean.

What happens when I give my clothes for Dry Cleaning or Launder & Press?


We create an inventory of each item you provide for dry cleaning, laundry and iron only services. Your pickup is taken directly to the Spotlex facility, where our team lists each item and takes a photo, before cleaning. You can expect to review an itemised inventory of what we picked up within 24 hours of your collection, to give you peace of mind that we have all of your items.

We work with cleaning partners to complete your order. This process includes stain treatment, general cleaning and professional pressing. The entire order is inspected at each step of the process to ensure it meets our quality guarantee before being returned to you by a Spotlex driver.

What should I do if I want to get something repaired or altered?


Please write your requirements in the ‘Special Instructions’ box that appears online before your order is completed, or get in touch on 0207 1125196/info@ Spotlex.co.uk. We perform everyday repairs and minor alterations at competitive prices, but we may need to speak to you if your request is complex.

PLEASE NOTE: Discount or promotional codes don’t  apply to alterations and shoe repair services. You must either place a separate order for these services or email info@Spotlex.co.uk for assistance.

Do I have to return the Spotlex laundry bag?


Take it, it’s yours. We suggest keeping this bag and pulling it out when it’s time to place another order with us.

What if I lose my Spotlex laundry bag?


If you lose your Spotlex bag let us know and we’ll send you a new one with your next order. In the meantime, you can use a plastic bag (make sure you put your name on it, so we can identify it).

Why are some items 'delicate'?


Some items require extra special care when they are cleaned. There are several features that might make a garment delicate:

  • Material (leather, silk, linen, velvet and some other materials)

  • Decoration (beads, sequins, embroidery, decorative buttons, buckles, etc.)

  • Pleats, folds and frills

Our highly-skilled laundry team are experts at cleaning delicate garments and have many years of experience. However, these features can all increase the time required to clean or press a garment, making the process more expensive. As a result, we do charge more for delicate items, although the exact price cannot be guaranteed until we have collected your order and seen the garment. We will always email you a detailed breakdown of your order before we clean it, including prices and are happy to discuss any special requirements or queries you may have. Please email info@spotlex.co.uk  or call 020 71125196 to identify any special requirements you may have.

What items should be laundered and which should be dry cleaned?


We will check the labels of any items you send for dry cleaning, in order to ensure that the garments are treated accordingly. We may even call you if we aren’t sure how to proceed with washing an item that looks delicate.

Please note that we cannot check each label for items, which are sent for Wash, Tumble Dry & Fold services – so please separate dry clean and laundered items.

We recommend you do not include shirts in Wash, Tumble Dry & Fold orders so they can be pressed to a crisp finish.

What if there's a problem with my laundry?


If you are ever unhappy with our service, please let us know as soon as possible.We want to hear about any problems you have with Spotlex, so we can resolve them quickly. You can email  info@Spotlex.co.uk to share details of your experience.We aim to resolve all issues within 24 hours.

What about family packages?


We provide a variety of tailored laundry packages and our family package makes it easy to keep those laundry chores to a minimum. The service includes a 16 kg weight limit per week for up to 4 weeks. In this case, mixed colour bundles are allowed as a member of our team will separate the colours before cleaning the garments. Any package cannot be brought forward to the next month and must be used within the four-week period that commences from the purchase date.

Do you do couple packages?


Yes, we also provide a number of laundry options for couples. Our couple package includes one 12 KG wash per week for up to 4 weeks. In this case, mixed colour bundles are allowed as a member of our team will separate the colours before cleaning the garments. Any package cannot be brought forward to the next month and must be used within the four-week period that commences from the purchase date.

Can I return the hangers?


Definitely! Just hand them over to your Spotlex Driver on your next collection. We will recycle them for you.

Can you clean a specific type of clothing?


You can search our service categories to find the types of clothing we support (quite a large range!). If you can’t find the service you are looking for feel free to contact us so we can let you know what is available. Please email info@spotlex.co.uk or call 02071125196 for more information.

I'm not sure how my items should be cleaned!


That’s ok – we are experts when it comes to knowing the best cleaning methods.

We’ll always do our best to make sure your clothes are handled correctly and with the utmost care. If there’s any doubt or we can’t find a care label, we’ll have one of our cleaning experts give you a call before we proceed.

Alternatively, if we can’t get hold of you, we’ll return the item to you uncleaned so there’s no possibility of damage to your items.

Why do women’s blouses cost more than men’s shirt?


Typically a woman’s shirt or blouse has more of a tailored fit and variable style than a man’s. In many cases, this service will require more time and attention to provide a quality clean.

What are your customer care hours?


We are here to help 24/7 from Monday to Sunday. Please contact us by email at info@spotlex.co.uk

MY ACCOUNT

How do I update my contact details?


You can update your contact information on your profile when you log into your account.

How to contact Spotlex ?


The best way to contact us is by emailing to info@Spotlex.co.uk, calling  02071125196, or by texting 07478221373.

 

How can I access my account?


You can access your Spotlex account by logging in with your username and password

Should I have received a password for my account?


Can I have one account for the whole family?


We understand that setting up separate accounts for other family members can be time-consuming so we’ve made it easy to organise laundry pickups and collections for the whole family from one account.

PLEASE NOTE: You can only register one address for your family account, so family members who live elsewhere must be aware that collection and delivery will only take place at the address which corresponds with your account.

Where’s the receipt for my laundry?


If you require a VAT receipt, this is no problem at all. Simply get in touch with our customer care team at info@spotlex.co.uk  and we will send you a receipt by email.  You can also use the order confirmation that we send via email as a receipt.

How can I cancel my order?


If last minute plans have come up and you are now unable to be there for collection or delivery and wish to cancel an order, that’s no problem at all. Call our customer service team on 02071125196 or email info@spotlex.co.uk. A £5 cancellation charge for failing to be present or cancelling less than four hours before a scheduled collection will apply.

I have a discount code. What Now?


Great, you can enjoy a discounted laundry service by inputting the discount code before making a payment. You can do this during the check out process.

How do I make a complaint?


If you are unhappy with our service for any reason, please don’t hesitate to get in touch. Our customer care team are on hand to deal with any issues you may experience. We will do our best to respond to any complaint in a timely fashion. Send us an email to info@spotlex.co.uk.

PICK UP AND DELIVERY

I missed a scheduled collection/delivery, what happens now?


Simply email info@spotlex.co.uk or call 02071125196 and our customer care team will advise you on what to do next. If we do not hear from you, we will be in touch to arrange a new delivery slot but if we do not get a reply within 90 days, your clothing will be donated to a local charity.

What if my collection and delivery addresses are different?


Unfortunately, to place an order with Spotlex, your collection and delivery addresses must be the same.

Can I give you more clothes at the time of drop-off?


Yes. In fact, many of our customers give us more clothes for cleaning every time we come by. It all depends on your preferences. If you are consistently giving us new clothes every time we come by to deliver your finished items, we are happy to provide an extra Spotlex laundry bag to help expedite the process.

What if I am running late and your driver is on the way?


No worries – we know it happens.  Simply text 07478221373  or e-mail info@Spotlex.co.uk to let us know you need to reschedule. We are often able to accommodate our customers by making arrangements for our driver come back at the end of the route (i.e. around 10 pm or slightly later).  No penalties, just appreciation for giving us the heads up.

How do I schedule a pick-up or drop-off?


If you are a new customer, the best way to schedule your first pick-up is by registering for our service, then placing an order and selecting the date you want us to come by, before making a payment.

As an existing customer, you can also schedule a collection via our ‘My Account‘ page.

When can you collect my order?


Typically we are available for collections all week from Monday – Friday during the evening between  7 pm  – 10 pm; and from Saturday – Sunday in the morning from 7am-10am and in the evening from 7 pm – 10 pm.

PLEASE NOTE: collection and delivery times can vary subject to availability. You can check our availability when scheduling your order.

My collection/delivery slot is greyed out. Why is this?


Apologies, if your desired collection or delivery slot is shaded out in grey, this means that the slot you want is unavailable.

My clothing collection has grown since I booked a collection. Do you take additional items?


Yes, no problem at all. Simply add any extra items to your clothing bag and one of our trusted laundry experts will take care of it for you.

Can you give me an idea of when my driver will arrive?


We know that you are busy and that’s why we make it easy to track your driver’s progress to give you an idea of how long it will be before s/he arrives at your door for collection. You will receive a text message 45 minutes before the driver arrives.

I’ve accidentally included an item. What do I do?


If you contact us in a timely manner, a member of our team can remove the item from your order and return it to you.

I love the service. Can I tip?


If you enjoyed our service, there are plenty of ways to show your gratitude. Why not leave a positive review on our social media channels, Facebook / Twitter or email info@spotlex.co.uk with positive feedback? We love happy customers and this is a great way to track your positive experiences with us.

BILLING AND PAYMENT

How will I know the total cost?


We will not charge you until your collection arrives at our facilities. You can expect to receive an order confirmation via e-mail and you can view our price list to check the cost of common items – if you have a speciality item, you can e-mail us at info@Spotlex.co.uk to get confirmation of an exact price.

Is there a minimum charge per order?


Yes, the minimum charge is £15 per order. This includes free pick up and free delivery.

My payment has failed?


Payment failure can happen for a variety of reasons. It may just be that your card has expired or something similar, so we ask you to update your payment details when you log into the site.

Once your payment details are updated, our system will automatically try to take any outstanding payments.

You will receive another email if this fails in which case we would ask you to contact our customer care team by emailing info@spotlex.co.uk.

What happens if my order doesn’t reach the minimum charge?


If the total cost of your order doesn’t reach £15 we’re still happy to do it for you – although you will be charged the £15 minimum order fee.

Can you place an order for me?


At this time, all orders must be placed via the website as we are unable to place orders on a customer’s behalf.

When am I charged for the order?


We use a highly secure platform called Stripe to collect payment. When you place an order with Spotlex, Stripe captures the amount to ensure payment is possible but doesn’t directly charge your card until your clothes are received at our facility. We only collect payment once we’ve started cleaning your clothes.

Some banks may show the capture as a recent transaction, but we only collect payments when we start cleaning your items.

Please note that we do not accept cash for security reasons and cheques are not accepted due to administrative restrictions.

How are my card details stored and transmitted?


We utilise Stripe for processing payments and all sensitive information is encrypted using SSL (the industry standard) before being transmitted. Our servers do not store your card details to ensure an extra level of security.

How do I find my referral code and refer a friend?


Once your friend places his/her first order you will be sent a £10 off code by email. Your friend will get £10 off for his/her first order, but remember this is only applicable to your friend’s first order.

The beauty of our referral scheme is that you can refer as many friends as you’d like!

POLICIES

What happens if Spotlex loses or damages one of my items?


We have implemented several processes to ensure strong inventory control, so you can rest assured that when you give us your clothes for cleaning, they will be returned great condition! That said, in rare instances where we have lost or damaged an item, we want to rectify it for our customers. In the case of a damaged item, we will work to determine if it can be repaired or restored to good condition. If it cannot and we determine the damage was a direct result of our cleaning process, we will work to compensate our customers.

What is Spotlex’s policy on items with risk of damage during cleaning?


If we can dry clean the item without putting other items at risk…

  • We will get your permission to proceed before moving forward.

  • Common examples include items with pre-existing damage or with sequins or ornamentation.

If we can only clean the item using a speciality cleaner…

  • We will reach out to you for permission to proceed and approval of the additional cost and turnaround time.

  • The most common example is leather.

If we believe the item will put other items at risk…

  • We will return it uncleaned.

  • The most common example is items at risk of colour bleeding

Is Spotlex environmentally friendly?


Environmentally sustainable dry cleaning and laundry is very important to us at Spotlex, and we’re working hard to reach this goal. Inevitably, dry cleaning and laundry consumes some energy and involves the use of some chemicals. However, we make every possible effort to minimise our impact on our environment:

  • Hybrid vans: we use dual-fuel LPG vans, reducing our carbon footprint and producing zero particulate emissions to keep London’s air clean

  • Recycled packaging: we aim to recycle all of our plastic packaging and hangers. Please leave packaging and hangers from previous orders in with your next order for us to collect and recycle

  • Modern machinery and super-efficient filters mean we minimise the energy, water and chemicals needed to clean your clothes properly.

Will Spotlex pass my details on to third parties?


Spotlex operates a strict privacy policy. We won’t give your personal details to third parties. Any payment details you provide go directly to Stripe, our secure online payments partner. Spotlex does not store your payment details, for security reasons. Please see our terms and conditions for further details of our privacy policy.

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