Frequently Asked Questions

For general or press enquiries, please email info@onthemovelaundry.co.za. If you have an enquiry about an existing order, please email customercare@onthemovelaundry.co.za.

What should I prepare for the first pickup?

Just have your clothes ready. Our Agent (Driver) will bring a OntheMove Laundry bag to place your loose clothes in. If you have them in a bag yourself this is also fine.

What areas do you cover?

We cover a wide area of Johannesburg North, including North Riding, Sandton, Randburg, Fourways, Rivonia, Sunninghill, Olivedale, Rosebank and more.

Want to know if we cover your area? Head to www.onthemovelaundry.co.za/areas-we-serve and use our suburb checker to see if we’re up your street!

Do you offer Dry Cleaning Services?

We do offer dry cleaning services

Do I need to separate my laundry into colours and whites?

Don’t worry about sorting your clothes, we will do that for you.

Can I place an order on the website/by phone/via email?

We think it would be the most convenient for you to place orders via our website which is mobile compatible. In the near future you will be able to place orders through our iOS or Android App!

Where do you take the laundry to?

Your clothes will be taken to one of our top notch facilities! Your clothes will be handled with care by our high quality, experienced and specialist cleaners.

Do I need to weigh my bag?

No need to weigh the bag as we will do that when we pick up your laundry and you will sign-off the order form specifying the total weight of your laundry. The minimum weight is 5kg and every kg over 5kg we will charge accordingly. Any orders below 5kg will be charged at the minimum weight price which is R150.

When can you pick-up and collect my order?

Collection and delivery times can differ depending on city and availability, but our Agents (Drivers) can always be booked in advance. Mon-Saturday  –  7am to 6pm

Can I schedule pickup and delivery at different locations?

Yes but pickup and delivery addresses needs to within Johannesburg North otherwise an additional delivery fee of R250 will be charged.

How long does it take for you to clean my clothes?

You can choose a time slot that is most convenient for you! We promise to turnaround all orders within 24-hours.

I missed a scheduled pickup/delivery, what can I do?

Please contact Customer Care at customercare@onthemovelaundry.co.za as soon as possible to arrange a new time.

We will contact you to arrange a new pickup/delivery time for a period of 30 days. If your clothes have not been redelivered within 90 days we reserve the right to give them to charity.

Can I cancel my order?

Yes, you can cancel the order within the app up to 2 hours before the scheduled pickup slot. If your pickup slot is within the next 2 hours then please contact Customer Care via customercare@onthemovelaundry.co.za.

Why is my collection/delivery slot greyed out?

Sorry, it is because we are busy at those time slots. Please choose another available time.

Is there any item excluded from your services?

Yes, we do not currently clean leather, suede, velvet or fur items. Please note, in some cases it is difficult for us to know if we can clean a garment until we see it. In the rare event that we receive your garment and cannot clean it, we will notify you as soon as possible.

What are your customer care hours?

We are here to help from Monday to Friday 7am to 11pm, Saturday 8am to 6pm. Please contact us by email at customercare@onthemovelaundry.co.za.

What are the methods of payment?

We accept Debit/Visa/MasterCard/American Express cards. Please note that we do not accept cash payments and none of our agents are permitted to accept cash payments.

Is there a minimum amount of order?

Yes, there is a R250 minimum order, with free collection and delivery as standard. Any order under R250 will be charged R250.

What's your pricing?

Please refer to prices in the app or for a complete price list, visit www.onthemovelaundry.co.za/our-prices

What if I need to make a complaint?

Please contact us at customercare@onthemovelaundry.co.za. We treat all complaints with the utmost importance and as an opportunity to improve the quality of our service.

Have rarely had a nicer or more convenient service interaction that with in JoBurg. Nicely done!

Mina Radhakrishnan, Johannesburg

Great service, wish I had found about you earlier. I know a few people who would have benefited from his service in the December holidays!

Yolisa Koza, Sunninghill

Nothing worse than laundry when you’re just back from holiday and we had heaps! OntheMove Laundry provides an outstanding, super professional collect …

Bridgit Miller, Sandton

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