Frequently Asked Questions


If you have a question about an existing order, please email customer@pickandrop.co.uk or get in touch straight away using Live Chat.

Dry cleaning refers to cleaning clothes and fabrics using a chemical solvent rather than water. The cleaning is done with a liquid but the solvent contains little or no water and does not penetrate the fibres like water does in a washer. The dry cleaning process is typically used on clothes and fabrics that cannot withstand the rigors of a standard home washer and dryer and eliminates the need for more time-consuming hand washing.
Yes. Dry cleaning provides care solution to garments that can't be washed without a risk of damage to them. Grit, dust and grease can damage fabric if a garment remains untreated. Dry cleaning serves to extend the life of your garment by making them look as good as they can
Items such as leather, fur, and suede count as special care items. These may take up to two to three (2-3) weeks to clean. Other large items such as comforters and curtains may require up to three to five (3-5) days to clean.
Just have your clothes ready! Your Pickndrop Agent will bring a Pickndrop bag to place your loose clothes in, so it helps to have them all together.
If you’re ordering a Wash, Tumble Dry & Fold then your Pickndrop Agent will leave you with a reusable bag upon delivery, so you can collect clothes together for future orders.
We are an ambition and forward thinking business and our aim to cover a wide area growing concern and aim to cover a wide area of the UK. The quickest way to find out if we cover your area is to download our app or check the areas we cover at www.picknadrop.co.uk to get the latest information and find dry cleaning prices near you.
The quickest way to find out if we cover your area is to download the app or enter your postcode at www.pickandrop.co.uk to get the latest information and find dry cleaning prices near you.
We aim to collect your clothes, clean them to a professional standard and get them back to you all within 48 hours. It will be nice if you just let us know when you want your clothes back.
Some items can take a little longer than 48 hours, however. We currently aim to collect, complete and deliver all Alterations orders within 72 hours. If your order contains any alteration related items then cleaning for all items will take 72 hours to complete.
Yes, absolutely – just give any extra items to your Pickndrop Agent.
Please note that we cannot add shoe repairs or shoe shining items to your order in this way. Shoe-related items must be ordered specifically, through the app or online.
Don’t worry if you’re unsure how your clothes should be treated — we’ll check the label for you and take care of everything.
Please note that we cannot check care labels of items in Wash, Tumble Dry & Fold orders, so please separate dry clean and laundered items before handing over to our agent.
We recommend that shirts are not included in the Wash, Tumble Dry & Fold orders, to ensure they are pressed to a crisp finish.
Absolutely, we love meeting our clients in person and will be happy to assist you with all your laundry and dry cleaning needs.
We believe it would be most convenient for everybody to order online or through the app. Why not download Pickndrop for iOS or Android now and try it out?
If you can’t find a suitable category in the app or online then it’s best to customer@pickandrop.co.uk so we can tell you for sure.
Don’t worry; we’re professionals at dealing with this situation!
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 return the item to you un-cleaned so there’s no possibility of damage to your items.
At one of our top notch facilities!
We know it can seem strange to give your clothes to a stranger, but whether you order in Stratford, Greenwich or Bexleyheath, our local teams of experienced dry cleaners will always handle your clothes with the utmost care and respect. The facility your clothes are taken to will depend on your exact location.
Cleaning women’s shirts and blouses costs slightly. This is because they typically have a more tailored fit and variable style than a man’s shirt. This means they must be hand-finished and require more time and attention in order to ensure a high-quality finish.
We clean most fabrics but leather, suede, velvet or fur items as well as other household items like curtail are cleaned at owner’s discretion. (See our policy on high risk fabric). In the rare event that we receive your clothes and cannot clean them, we will notify you as soon as possible.

Dry Cleaning

Your clothes are in safe hands and incidents of damage are extremely rare – but we understand it’s a natural point of concern. That’s why we’re fully insured!
In the very rare event your item is damaged, we’ll reimburse you in accordance with our compensation policy. Please refer to the T&Cs for more details.
In the unlikely event of loss or damage to an item, Pickndrop will pay compensation in line with the Fair Compensation Guidelines as provided by the Textile Services Association
Sometimes we use small tags to help us track your clothes in our facilities. We keep them discreet and it helps us if you leave them on, but you can take them off if they bother you. They should peel off easily.
Our teams use the very highest quality equipment and industry-leading stain removal products available – but some stains can stump even us.
We’ll always try our best and we offer a free re-clean if you’re ever dissatisfied with the quality we provide, but unfortunately we cannot guarantee to remove all stains.

Wash, Tumble Dry & Fold

There’s no need to weigh your bag, no. All Wash, Tumble Dry & Fold orders are counted when they reach the facility.
Please don’t add silk, leather, fur, velvet or cashmere or any dry clean only items to your Wash, Tumble Dry & Fold order as they aren’t typically suitable for machine washing or tumble drying.
Bedding and towelling should also be removed and ordered separately; as such large items can prevent a good quality of cleaning.
If you can, well and good, otherwise, don’t worry about sorting clothes – we’ll do that for you. All you need to do is make sure you don’t include dry clean items with a Wash, Tumble Dry & Fold order.
We process all Wash, Tumble Dry & Fold orders at a standard 30 degree temperature.
Yes, all clothes in a Wash, Tumble Dry & Fold order are tumble dried at a medium heat. Please make sure your clothes are tumble dry friendly!
Of course! Use them for your next order. At Pickndrop, we care about the environment and so we designed our branded bags to be perfect for transporting your laundry to and from our facilities.

Pre-paid Bundles

Pre-paid bundles such as 50x Pre-paid Shirts include a large number of items at a greatly discounted rate. You can include as many items as you like in your first collection, and then we’ll email you a reusable voucher code so you can send us the rest whenever you’re ready.
For example, if you order a 50x Pre-paid Shirts bundle then you send us 5 shirts with your initial collection. We’ll then email you a special code which you can use this to redeem your remaining 45 pre-paid shirts whenever you want.
Pre-paid bundle vouchers codes can be reused as many times as you want, over as many orders as you want. Relevant items included in your initial collection are automatically included in the bundle.
After your first delivery, we’ll email you a unique voucher so you can order your remaining pre-paid items whenever you want. You can reuse this voucher multiple times – all you have to do is enter your code at checkout.
When ordering with your pre-paid voucher you can decide how many items to hand over when we collect. We’ll update you once we’ve itemised everything at our facility.
All pre-paid vouchers expire 12 months after purchase and have a minimum order of £15. Pre-paid vouchers cannot be used for items included in already discounted bundles, such as The 9 to 5 or High Five.
Vouchers cannot be used to purchase pre-paid bundles due to the fact that they are already heavily discounted. Any vouchers used to purchase pre-paid bundles will be automatically removed at checkout

Collection & Delivery

Collection and delivery times can differ depending on city and availability, but we’re typically available from 6am to 6pm, Monday to Saturday for non-commercial orders. Want to check our availability? www.pickandrop.co.uk
Not at the moment. Currently pickup and delivery needs to be at the same location, but we’ll add multi-location orders very soon.
Whether you order online or with the app, please enter your voucher code on the checkout screen at the end of the order process.
We aim to collect your clothes, clean them to a professional standard and get them back to you all within 48 hours. If you’d prefer we went a little slower then that’s not a problem – just let us know when you want your clothes back.
Some items can take a little longer than 48 hours especially high risk fabrics like leather, suede etc.
Yes, of course! Please just hand them over to your Pickndrop Agent on your next collection and we’ll recycle them for you.
Yes, you can change the collection or delivery time through the app or by contacting customer@pickandrop.co.uk Please note there is a cancellation fee of £5 for any collection which is cancelled or rescheduled at less than four hours’ notice.
Your order history is available in the app. Open Pickndrop on your phone and tap the basket icon on the top right – that will show you any open or previous orders.
Don’t panic, all you need to do is contact customer@pickandrop.co.uk to arrange a new time. Alternatively, we will try to contact you and arrange a new collection or delivery time for a period of 30 days. If you’ve not claimed your clothes within 90 days we reserve the right to give them to a registered UK charity of our choice.
Yes, you can cancel the order up to 4 hours before the scheduled pickup. If your pickup slot is within the next four hours then please contact customer@pickandrop.co.uk" style="text-align:left; color:#999999;">customer@pickandrop.co.uk
Cancelling your order less than four hours before a scheduled collection or failing to be present will incur a £5 additional charge for the privilege.
That’s because we’re busy at those times and can’t take any more orders, sorry! Please choose another available time and we’ll see you then.
Yes, absolutely – just give any extra items to your Pickndrop Agent.
We’re here and happy to help from 9am to 6pm on weekdays and Saturdays. Please contact us by email at customer@pickandrop.co.uk

Payment & Feedback

We use a highly secure platform called Stripe to collect payment. When you place an order with Pickndrop, 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 when we start cleaning your items.
We accept Visa/MasterCard/American Express cards, both online and at drop off points
You’re welcome to tip your Pickndrop Agent if you wish to and all tips go directly to the Agents, but we cannot currently accept payments in cash.
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. Please see https://stripe.com/help/security for more details.
Yes, there is a minimum order value and any order under this amount will be charged at the minimum order value. You can use vouchers and referral codes to lower the amount you actually pay, but some promotions may affect the minimum order value.
Prices can vary by area and we often run special offers for limited times, so to see the latest prices please download the app or visit pickandrop.co.uk/prices
Thanks for getting in touch – you can reach us at enquiries@pickandrop.co.uk
Alternatively, if you have a suggestion for how we can improve then you can reach the team at customer@pickandrop.co.uk
Please contact us by emailing enquiries@pickandrop.co.uk we treat all complaints with the utmost importance and as an opportunity to improve the quality of our service.
Please contact the Customer Care team by emailing customer@pickandrop.co.uk. We treat all complaints with the utmost importance and in strict confidence as it is an opportunity to improve the quality of our service.
You can review our complaints policy in full at www.pickandrop.co.uk