Frequently Ask Questions?

About Service

How can I place an order?

Just choose an available time slot for pick-up and delivery, insert your personal details and follow the onscreen instructions.

Can I place an order by phone?

We are always trying to find ways of simplifying our service, for the moment you can only place an order via our website.

What are the prices?

Please see our affordable price list here. Please do not hesitate to contact us for anything you need cleaned not listed.

Is there a minimum quantity?

Yes, the Minimum Order is RM 50.00.  Transportation fee will be incurred if order is less than RM 50.00.

How can I cancel an order?

Please contact customer support at support@imperolaundry.com or WhatsApp to cancel your order.

Washing Information

Do I need to separate the laundry and dry cleaning items?

Yes, please do. This will ensure everything will be processed as per your requirements. We strongly advise to use separate bags for each type of service (e.g.: laundry, dry cleaning, ironing and others) you require.

Should I weigh the bag at home?

There is no need to do that. We will weigh your item(s) with professional scales when our Crew brings them back to our facility.

Do you guarantee removal of all spots or stains on my garments or household items?

Sorry. We cannot guarantee that we will remove all spots or stains. We attempt to remove stains in accordance with professional practices. However, not all stains can be removed despite our best efforts.

What is the difference between Handwash & Dry Cleaning?

The Handwash process is wet washed by hands with water & various types of detergent or cleaning agents.

The Dry Cleaning process is based on chemical solvents other than water. It is used to clean delicate fabrics that cannot withstand the rough and tumble of a washing machine and clothes dryer.

What’s your turnaround time?

We take up to 72 hours for laundry and dry cleaning.  Please take note that large household items like curtain or carpets, it takes us about 5-7 days, subject to the materials or fabrics. In case of any emergency, we can make special arrangements, subject to availability. Terms and conditions applied.

Can I have special requests?

Sure. Please make these requests known to us when you make your order, as simple as indicate them in the designated column. Example, you can mention about any stain and we can arrange special treatment for them. Or, you just need to mention it to our crew during pickup at your doorstep.

Are there things that you will not wash?

Currently, we wash most items of clothing. If our laundry specialist discovers that it would not be sensible to wash item, we will contact you and agree on how to continue.

Pickup & Delivery

Which areas do you serve?

You can check which areas we currently serve at here. If your area is out of our coverage, we glad to provide you the pickup and delivery service, but, we do charge a little extra.

Can you collect from a location and deliver to another?

Yes, we could do that for you, as long as the locations are in the same area. Please contact us at support@imperolaundry.com to arrange it.

What if I missed a collection or delivery? Can I reschedule my order?

Don’t worry. If you happen to have missed your pickup or delivery, you can simply reschedule it by inform us at 3 hours before collection or delivery and we will reschedule it, free of charge.

Payment

When do I pay for your services?

Payment shall be processed between the day of pickup and delivery. We will send you an invoice after the garments or household items have been processed at our facility. We will send notification to your registered email address and phone number.

You charged me after I placed the order? Why?

Just to make sure the items are well weight and itemization. So there is nothing to worry about.

How can I pay?

At the moment, you can pay with Online Payment, Visa Card, Master Card, Debit Card or Cash on Delivery.

Where is my receipt?

The receipt is prepared within 24 hours after confirmation on successful payment via registered email.

General Questions

When can I reach customer support?

Our crew will gladly answer all your queries every day, between 9am and 6pm, by email at support@imperolaundry.com

What happens if my clothes are lost?

We regret that we are unable to reimburse customers for missing items that we cannot verify. However, please contact us if you cannot find your lost items and we will speak to the crew who processed your order, we will tried our best to provide you assistance.

What happens if items are damaged?

We regret that we unable to give guarantee against color loss, shrinkage, color bleed-over, normal wear and tear, preexisting damage, severe soiling, lost socks, mismatches, or clothes that have been mistakenly placed in your bag.

What happens if I'm not happy with the result?

We take pride in the high quality we demand and achieve every day for every IMPERO customer. However, if you are not satisfied with our services, we will gladly re-process your item(s) for free!

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