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Frequently asked questions
If it's not here, call us — a person at the plant answers Mon–Sat.
Booking & basics
Do I need to be at a specific hotel?
Yes — for now we collect from the hotels Sparkle already services (see the list). If your hotel isn't on it, enter your address anyway: we save it so we know where to expand next.
What if my bag weighs more than I booked?
We weigh every bag on arrival. If it's over the booked weight (beyond a small tolerance) we charge the difference per kilo to the card you paid with, or email a secure payment link. You'll never pay for weight you didn't send.
How fast is it?
Standard turnaround is 24–48 hours, timed to your hotel's run. Express (same-day) is available as an add-on at participating hotels when booked before 9am.
Is my washing mixed with hotel linen?
No. Wash, Dry & Fold bags are washed separately in their own cycle, labelled with your name and hotel, and returned sealed.
What can't I send?
Dry-clean-only garments, suits, leather, heavily soiled work gear and anything hazardous. Delicates and wool are fine with the Delicate add-on. Full list in what we wash.
The service
Do you iron?
No — Wash, Dry & Fold is exactly that. Shirts come back folded, or hung with the Hanging add-on, which removes most creasing. Pressing and dry-cleaning are not offered.
What temperature do you wash at?
40°C as standard with a colour-safe detergent. Choose the Hygiene add-on for a 60°C cycle (sports gear, towels, kids' clothes).
Can I send one bag for two people?
Yes. Add the "Sort by person" option and label items or sub-bags; we return separate folded bundles.
What happens to lost or damaged items?
Every bag is photographed on arrival and counted. Our liability terms cover loss or damage up to the limits in our Terms. Please empty pockets — we're not responsible for items left in clothing.
Can I track my bag?
You get an email when it's collected, when it's weighed and confirmed (with any adjustment), and a text when it's back at reception.
Money
Why a 4 kg minimum?
It's the smallest load that runs efficiently as its own cycle — the reason your clothes never share a drum with anyone else's.
Is GST included?
Yes. Every price shown includes GST, pickup and return.
What if I'm under the weight I booked?
You pay the booked weight (minimum 4 kg). Over the tolerance, we charge the difference per kilo to your saved card or email a payment link.
How is my card stored?
By Stripe, never on our servers. It's held for up to 3 days so a confirmed weight difference can be charged, then released — this is agreed in the Terms at checkout.
Do you do corporate or long-stay rates?
Yes for 4+ weeks or 20+ kg a week. Contact us for an account.
At the hotel
How do I drop my bag at reception?
Any bag is fine — a hotel laundry bag, a tote, a supermarket bag. Write the order number from your confirmation on the tag (or the bag) and hand it to reception before the cut-off shown in your email.
Does the hotel know about this?
Yes. Every hotel listed is a Sparkle client; reception teams are briefed and the bag goes out with the housekeeping linen run, kept separate.
I'm in a serviced apartment, not a hotel.
If the building is on our list, same process via the front desk. If not, register your address and we'll let you know.
Can I collect from reception any time?
Once we text you it's back, yes — reception holds it like any parcel.
Ready to hand over the washing?
Book in two minutes, drop your bag at reception, and get it back folded.