What to expect from my first laundry order?
Welcome to The Folde! We get it; this whole pick-up and delivery laundry concept is new. We’re here to help bridge the gap between your traditional laundry practices and our new, digital take on it.
How does it work?
Create your laundry account and select your treatment preferences. You can even leave notes on special treatment for our team! Remember, our goal is to make laundry day as easy as possible for you. From our drivers to our production team, your clothes are in good hands! On laundry day, you’ll get your own, personalized The Folde laundry bags to separate your laundry and dry cleaning; these bags are yours to keep! Just in case, we’ll remind you the night before and then again on the day of your service to make sure you don’t forget.
We’re experts in clothing care! When your clothes are cleaned, crisp, and ready to wear, one of our The Folde delivery drivers will return them folded and hung at your designated drop-off location. Not going to be home? No problem! Most customers prefer we pickup and deliver right from their doorstep. You’ll be updated by text and email with photo documentation. If you won’t be home for your first pickup, you can leave your laundry in other bags or hampers – we will return your clean clothes with your new, personalized laundry bags.
How do I get started?
Create an account by downloading our app for either iOS or Android devices, If you do not want to download the app, you can still order online. Enter your contact information, set your cleaning preferences, detail your preferred location for pickups and deliveries, add your payment information, and schedule your first pickup. After signup is complete, you will be emailed a Welcome Email from The Folde.
I don’t have bags yet, what do I do?
The Folde laundry and dry cleaning bags will be brought to you with your first scheduled pickup. If you’ll be present for pickup, you can stuff them full before handing over to the driver. If you won’t be present for pickup, you can leave the clothes in any other laundry bags or hampers; we will return these with your order and your The Folde laundry bags for filling at your convenience next time. If you need more bags or replacement bags, just ask!
How do the bags work?
We use different bags to differentiate service, treatment, and pricing. This means it is up to you to control the treatment and pricing of your order.
Wash & Fold Bags: Our wash and fold bags come in two sizes: Standard ($30 – roughly 3+ loads) and X-Large ($40 – roughly 5+ loads). Items in the wash & fold bags get treated like regular laundry – washed, dried, and folded. These bags hold your everyday laundry including clothing, towels, sheets, and other common household items that you would run through a personal washer and dryer. As part of our wash & fold service, we hang and steam all collared shirts, dresses, and blouses. If you have other custom packaging requests (ie. hang all tshirts, hang all pants, etc.), you can detail these in your order notes or in your account preferences.
Dry Cleaning & Launder Press Bag: This garment bag for our dry cleaning and launder press service doubles as a garment carrier. Garments included in the dry cleaning bag are either laundered or dry cleaned then pressed or steamed depending on the manufacturer’s recommendations. Dry Cleaning services are priced per item.
Do I need to sort whites vs. colors in advance?
No, we sort for you! All wash and fold laundry is sorted three ways for washing and up to five ways for drying – meaning your whites are never washed with colors and your delicates are never dried with your towels. As part of our standard practices, we sort and check all garments for stains in production. However, it helps if you notify us to stains and special requests in your order notes. You have the options to choose other treatment options in your account preferences as well, including bleach whites, add softener, or use scented detergent.
Do I need to be home for pickup/delivery?
There is no need to be home for your scheduled pickup and delivery. In fact, most people prefer to just leave their clothes out for our drivers. If you have any notes on where to collect your clothes (ex. back porch, by the garage door, at the concierge desk, etc) feel free to include those in your order notes. These notes help guarantee that all pickups and deliveries are successful. You’ll be notified along the way and we will handle it from here!
Note – All deliveries that are delivered without a person present to collect the delivery are photographed by our drivers. You will be texted a link to view this picture immediately so you know your clothes have been delivered safely.
What is the average turnaround time?
We average between 1-2 day turnaround times from pickup to delivery. This depends on 1) the services you select and 2) whether you want to upgrade your order for next day service ($5). Starting in January 2020, The Folde is offering express, next-day wash and fold service. Wash & fold laundry orders that wish to be returned next-day will be subject to a $5 next day turnaround on top of the standard $6 delivery. Doing quality laundry takes time but we had plenty of feedback that an upgraded next-day turnaround was something our customers wanted – without sacrificing any quality. That is why we offer the next-day service with an additional fee. When ordering, you’ll be prompted to decide whether you want this order upgrade or not. Our standard two-day service is still above industry average if you’re interested in saving money.
Why am I charged a delivery fee?
At The Folde, we pay our drivers as full-time W2 employees that are covered by insurance and driving our company vans – you may have seen them around! We’re pretty proud of our fleet of delivery vans!!
With that, our drivers are compensated a fair and responsible wage – unlike delivery services that pay their employees as contractors that rely on tips. This fair wage and benefit plan is part of an initiative to make sure your laundry is always taken care of in the best way possible – from the van it is delivered in to the person delivering it.
How are the clean clothes packed for delivery?
Wash and Fold: Our premium wash & fold treatment hangs & steams all collared shirts, blouses, and dresses at no extra charge – part of our wrinkle-free guarantee. As for the folded items, it’s not a science; it’s an art! We pack like-items in individual drawer-ready bags aimed at keeping your laundry ready for the drawer. Shirts with shirts. Pants with pants. Kids clothes with kids clothes, etc.
Dry Cleaning: Our dry cleaning processes use organic solvent as opposed to harmful alternatives. These garments are returned pressed on hangers as you would see at conventional cleaners.
How do most people use The Folde?
Pickup and delivery laundry service is a relatively new thing. And, with that, people are still figuring out how to best use the service in unison with the rest of their life: budgets, schedules, work, school, family, etc. There is no one size fits all solution – but here is a start.
Most families use The Folde every week which allows them to get their clothes on a predictable rotation of about 1-2 bags per week. However, on the other end of the spectrum, there are some people who like to let their laundry pile up – meaning they only need one big order per month!
Some use it less as a replacement for their washing machine and more as a quick ‘get out of jail free card’ when things really start piling up. In that crowd, there is a big group of folks that only send their sheets and towels during their seasonal deep clean. Well, maybe it’s a once a year deep clean – not once every couple months – and that’s ok too! Some only send their kids clothes and some only send their husbands clothes. Most customers are couples and families that have kids but there’s a strong college and young professional crowd that knows what they want!
And, of course, there are the local small businesses – the barbershops, yoga studios, breweries, and massage spas.
The point is pickup and delivery laundry done right is really a day-saver. Everyone can use some help lightening the load! But pickup and delivery laundry isn’t a one size fits all service.
Test it out a couple of times and see where you find your sweet spot. Wherever it is, we’ve got a spot for you.