Frequently Asked Questions

We collect your laundry, wash, dry and fold it, then return it to your nominated safe location within 12–24 hours.

No. Lavare & Co exclusively provides wash, dry and fold services with pick-up and delivery.

Yes. We work with Airbnb hosts, holiday accommodation, professional cleaners, beauty salons and other small businesses. Contact us to discuss a tailored collection schedule.

Your booking includes pickup, wash, dry and fold, finished with our rotating monthly Signature Scent, and return delivery.

Lavare & Co services selected suburbs across the Gold Coast.

Yes. Collections and deliveries operate seven days a week, always in the morning between 7:00–10:00am.

Our on-the-road window is 7–10am. Your booking reserves a window rather than an exact arrival time.

Your bags must be ready in your nominated secure location before 7am.

Our usual turnaround is 12–24 hours after collection — often the same day. We will contact you if unexpected circumstances cause a delay.

Yes. We collect from apartments and units across the Gold Coast. At checkout, provide your building name, unit number and any access instructions in the Appointment Notes. If secure access isn’t available, we’ll arrange to meet you at the main entrance during your selected collection window.

If your building has concierge access or a designated collection area, let us know when booking. If secure access isn’t available, please meet us at the main entrance during your selected collection window.

We’re committed to reducing single-use plastic. Your clean laundry is securely packed back into your freshly washed Signature Bag instead.

Yes. Only Lavare & Co Signature Bags are accepted for collection. Our Signature Bag system allows us to offer simple fixed pricing, accurately identify every order and provide a consistent premium laundry experience.

No. Before your first collection, you’ll need to purchase your Signature Essentials, including your Lavare & Co Signature Bag(s) and Signature Scale.

Each Lavare & Co Signature Bag holds up to 10kg of everyday washable clothing, towels, bedding and linen.

You can fill your Signature Bag with everyday washable clothing, towels, sheets and doona covers. Please refer to our Items We Do Not Accept section for exclusions.

Yes. Simply book the number of Signature Bag Collections you’d like for each collection.

Yes. Additional Signature Bags and Signature Scales can be purchased anytime through Shop Signature Essentials.

No. Laundry presented in shopping bags, baskets, rubbish bags or other laundry bags will not be collected. Only Lavare & Co Signature Bags are accepted.

Our Signature Bag system helps us keep pricing simple and transparent, identify every customer’s laundry, keep collections organised and deliver a consistent premium experience.

Your Signature Scale makes it easy to check that each Signature Bag remains within the recommended 10kg capacity before collection.

Our Signature Bags are designed to hold up to 10kg. We recommend using your Lavare & Co Signature Scale before collection.

Simply use another Lavare & Co Signature Bag. If you don’t already own an additional Signature Bag, we’ll supply one on pickup and process your extra laundry. Your new Signature Bag is yours to keep for future collections.

No. Each Signature Bag is designed to hold up to 10kg and should be securely closed for safe collection and transport.

No. We don’t individually count or record garments. Please know what you’ve packed, particularly smaller items such as socks and underwear.

Yes. Your Signature Bag is washed so your freshly folded laundry is returned in a clean bag.

Never. Each client’s laundry is sorted, washed, dried and folded separately.

Your laundry is processed personally by us on the Gold Coast using commercial-grade equipment. We never outsource your laundry to a third party.

One client’s Signature Bag is processed at a time, with minimal handling from collection through to delivery.

Purchase your Signature Essentials first. Once your Signature Essentials have been delivered, book a Signature Collection and select the number of Signature Bags you’d like collected.

Simply book a Signature Collection and select the number of Signature Bags you’d like collected.

Yes. You can book a one-off Signature Collection without committing to an ongoing schedule.

Yes. Choose the collection frequency that best suits your household.

Yes. You can choose a different number of Signature Bag Collections each time, provided you already own enough Lavare & Co Signature Bags.

Purchase your Signature Essentials first, then book a Signature Collection. Select the number of Signature Bags you’d like collected, choose your collection date (collection is between 7–10am), enter your collection details and complete payment online.

Yes. Full payment is required to secure your collection.

No. Every Signature Bag Collection is charged at one fixed price, so there are no quotes or hidden fees. If you need additional capacity, simply use another Lavare & Co Signature Bag. If you don’t already own one, we’ll supply a new Signature Bag and process your additional laundry — the new bag is yours to keep.

Please provide your full pickup address, safe collection location, gate or access instructions (if required), and permission to leave your clean laundry unattended if you’re not home. For apartments and units, also include your building name, unit number and any concierge or intercom instructions.

No. Your booking reserves a collection window between 7:00–10:00am. Our daily route determines the order of collections and deliveries.

Yes. Please provide at least 24 hours’ notice to reschedule without a late cancellation fee.

Cancellations within 24 hours may incur a fee of 50% of the booking price. Full details are available under Policies & Terms.

If your Signature Bag(s) are not ready, cannot be located or cannot be safely accessed during your selected collection window, your booking may be treated as a missed collection and may be non-refundable.

Yes. Every customer’s laundry is individually identified and handled through our Lavare & Co Signature Bag system.

Laundry is processed using reasonable care and standard laundry practices. Please do not include items with unstable dyes or garments requiring specialised washing instructions.

No. Our service is designed for standard machine-washable and machine-dryable everyday laundry. Customers are responsible for checking care labels before placing items in their Signature Bag.

Professional stain removal is not included, and complete stain removal cannot be guaranteed.

Please do not include dry-clean-only garments, silk, wool, delicate items or anything that cannot be safely machine washed and dried.

Standard machine-washable workwear may be accepted. Clothing heavily affected by oil, grease, chemicals, concrete, hazardous materials or excessive dirt must not be included.

No. We do not accept pet bedding, pet blankets or laundry with excessive pet hair. This helps us maintain the highest standard of cleanliness for all customers.

Yes. Everyday towels, sheets and suitable machine-washable bedding, including doona covers, can be placed inside your Signature Bag.

No. Bulky items such as quilts, pillows, mattress toppers and sleeping bags may require specialised processing and are not accepted.

We take reasonable care but cannot guarantee against shrinkage, fading, colour transfer or fabric damage caused by incorrect care labels, unstable dyes, pre-existing wear or items unsuitable for standard washing and drying.

Yes. Please remove money, jewellery, electronics, pens, cosmetics, tissues and all other personal belongings before collection.

Lavare & Co is not responsible for personal belongings left inside clothing or for any damage caused by those items during washing or drying.

No. Lavare & Co features a monthly Signature Scent, carefully selected and rotated throughout the year to keep the experience fresh.

No. Our Signature Service includes our monthly Signature Scent. We cannot guarantee a fragrance-free wash, as some products used during processing may contain fragrance.

Our monthly Signature Scents may contain fragrance. If you have fragrance sensitivities, allergies or require fragrance-free laundering, our service may not be suitable for your needs.

Our Signature Scents may change each month as part of our rotating scent collection.

Scent strength and longevity vary depending on fabric, storage and use, so an exact duration cannot be guaranteed.

Leave your closed Signature Bags in the safe location entered in your Appointment Notes, such as your front door, porch or approved side access.

No, provided you have supplied a safe and accessible collection location and given permission for unattended return delivery.

Our standard service is contactless collection and delivery from your nominated external location. Internal access must be discussed and approved in advance.

Include the access instructions or gate code required to reach the nominated bag location.

No. Please never provide alarm passwords or other highly sensitive security information.

Yes. Please arrange for your Signature Bag to be left with concierge, reception or in an approved secure collection area before your selected window. Where secure access is unavailable, you must meet us at the main entrance and remain contactable by phone. Your booking reserves a 7–10am window, not an exact arrival time.

No. Collections and deliveries are made from the building entrance, concierge desk or an approved secure common area.

Place your bags in a sheltered, dry and secure location. Lavare & Co is not responsible for bags affected by weather before collection or after authorised unattended delivery.

Customers are responsible for choosing a secure location. Lavare & Co cannot accept responsibility for bags lost, stolen or interfered with before collection or after an authorised unattended return.

Yes — you’ll receive a text when your laundry is collected and again when it’s delivered, sent to the contact details supplied when booking.

Contact Lavare & Co within 24 hours of delivery and include clear photographs where relevant so the issue can be investigated promptly.

Notify us within 48 hours. We will review the bag records, collection information and available evidence.

Contact us within 24 hours with photographs and details. Any remedy will be assessed fairly and in line with Australian Consumer Law.

As laundry services involve time, labour, products and transport, completed services are non-refundable for change of mind. If there is a genuine issue with the service, please contact us within 24 hours of delivery. We will assess the matter and provide an appropriate remedy in accordance with Australian Consumer Law. Full details are available under Policies & Terms.

Where we cannot provide a suitable replacement time, you may choose a rescheduled collection, account credit or refund.

Your information is used to manage bookings, collect and return your laundry, process payments and contact you about your service.

Payments are processed through Square and handled according to Square’s security and privacy practices.

No. Lavare & Co does not sell customers’ personal information.

Email us at lavareandco@gmail.com or send a message through our official social media account.

Our service terms, cancellation and refund policy and privacy information are available under Policies & Terms.