Frequently Asked Questions
Q: Do I need to be home for pickup or delivery?
A: No, you don't! For your convenience, we prefer your laundry to be placed outside your front door or in another easily accessible location you specified during checkout. Our driver will pick up and deliver your order to this spot.
Q: Can I tip the Artisans?
A: Yes, you can! We have The Artisan's Tip Jar available via a separate link on our site. While gratuities are never required, they are always genuinely appreciated by our hardworking team.
Q: What if I need to change my laundry preferences (e.g., detergent, folding style)?
A: If you need to update your laundry preferences, please email us at support@graceandlinen.com. Our Artisans will ensure your updated preferences are applied to your next service.
Q: Do you offer dry cleaning services?
A: No, we currently do not offer dry cleaning services. Our service focuses exclusively on wash and fold laundry. While our Artisans do their best to intercept items labeled "Dry Clean Only" before washing, we cannot be held liable for any damages to clothing that are meant for dry cleaning. We recommend removing any dry-clean-only garments from your laundry bag before pickup.
Q: What if there's bad weather on my delivery day?
A: To protect your freshly laundered items, in case of inclement weather or seasonal pollen, your laundry bags may be placed in protective plastic bags upon delivery.
Q: What is your typical turnaround time?
A: We aim for efficiency! Your fresh, clean laundry will be delivered back to your pickup spot by 5 PM the day after pickup.
Q: What do I do with all these hangers?
A: We're happy to help you recycle them! If you would like to recycle your Grace and Linen hangers, simply leave them with your laundry during your next scheduled pickup. Our driver will collect them for sanitizing and reuse.
Q: Do you ever close your facility?
A: Yes, we typically close our processing facility twice a year for one week each time. This usually occurs once in the spring (often coinciding with Masters Week) and again between Christmas and New Year's. During these closure periods, subscribers will not be charged. To help you catch up, subscribers will also receive a discounted rate on any extra laundry they've accumulated during our closure once our facility reopens.
Q: How do you handle my laundry? Is it washed with other clients' clothes?
A: Absolutely not. Each client's laundry is processed entirely separately. Your items will be meticulously sorted by whites, colors, and darks, pockets will be checked, and any noticeable stains pretreated. We then wash, dry, and fold (or hang) your clothes according to your specific preferences.
Q: How do you handle stains on my clothes?
A: As part of our expert processing, our Artisans carefully check all garments for noticeable stains during the sorting stage. Any visible stains will be pretreated before washing to maximize the chances of removal. While we use professional techniques, we cannot guarantee the complete removal of all stains, especially older, set-in, or permanent ones.
Q: What can I put in my laundry bag?
A: For our subscribers, feel free to put all your clothes, towels, and standard linens into your Grace and Linen bag. If it fits, we'll wash it! For oversized items like comforters, subscribers can leave these in separate plastic bags with their regular weekly pickup. You'll receive a special discounted rate for these larger items in your welcome email, and you'll receive an invoice to pay for them separately.
Q: What if I have another question?
A: If you have any other questions, please don't hesitate to email us at support@graceandlinen.com. We're always happy to help!
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