General

What does Impressed do?

Impressed delivers the most convenient and the highest quality dry cleaning and wash & fold service to your door. Simply place an order on our website or our app and we will be there at your preferred time and location.

How do I start?

You can order either on the website or by using the Impressed app, available on iOS and Android.

Once we receives your order, we will send one of our colleauges to collect your items.

Where is Impressed’s service area?

Our current service area covers the Hong Kong Island, Kowloon and selected areas in New Territories. Create an account and you will be notified when we expand our service to your location!

What are your operating hours?

Our collection and delivery hours are 10am – 10pm, and our customer service hours are 9am - 6pm, Monday to Saturday.

Do you have express service?

Yes we do! Please select the expressed service in your order page. Most items can be delivered back within 2 days.

Can I place order by phone?

We encourage you to place your orders via our website and our app. It's really easy, give it a try!

However, if you are having any trouble with the app, please feel free to contact our customer service.

Is there a minimum order value?

Yes, the order minimum is HK$180.

Is there a delivery fee?

For orders located in Hong Kong and Kowloon, there are no additional service fees as long as the order is above our order minimum of HK$180. 

For orders located in New Territories, an additional service fee will be applied.

Where are you taking my clothes to?

Your clothes will be taken to our own cleaning facilities in Hong Kong and will be handled with care by our experienced cleaning professionals

What if my clothes are damaged or lost?

We strive to provide the best service to our customers, but in the rare event that your clothes are damaged or lost during our cleaning or logistic process, we will hold accountable and reimburse you. Please refer to the compensation policies in our terms and conditions section.

Are there any item(s) that are excluded from your services?

While we believe our scope of service covers most of the commonly washed items, but if you have any garment item(s) that are not currently listed on our app, please contact us through IM for further arrangement.

For safety and hygiene reasons, we cannot process garments containing hazardous materials, blood or feces. If there is an item that we are not able to process, we will notify you and return the item unwashed.

Getting Started

What should I prepare for the pickup?

Just make sure you have your clothes ready! Our staff will come to you with collection bags at your preselected time slot.

I don’t have an impressed collection laundry bag, where can I get one? Can I use my own bag?

Our staff will provide the laundry bags to your upon arrival and we are always happy to provide extra bags for future orders.

You can use your own bags for dry cleaning orders and we will return your bags along with your cleaned items. For Wash & Fold service, it is required to use our laundry bags.

Do I need to sort my clothes?

Yes, we just need you to separate your dry cleaning items and your wash & fold items and we will take care of the rest!

For wash & fold, we would also suggest ordering 2 bags of wash & fold separating color and whites to avoid color bleaching.

I can't find a category that my garment belongs to on the app, how do I know if you can wash a specific item for me?

If you are not sure which category your item(s) belong to, feel free to speak with us through our instant messaging (“IM”) function via our app, our customer service team is always happy and ready to assist.

What should I do if I have a special cleaning instruction for my item(s)?

Please fill out the special cleaning instruction(s) when you place your order!

I am ready for the pick up! What happens next?

Our staff may call or IM you when we are en route! We will come with one bag for your dry clean items and/or one bag for your wash & fold items

Our staff will do a quick examination of your items to ensure they are placed in the proper bags and once we received all your items, we are good to go!

When can I get my clothes back?

Please allow us 72 hours to clean and deliver back to you from the time we pick up your items.

However, selected items such as leather, suede, down jacket, duvet and pillow would require 7 calendar days to turnaround as they require a more complex cleaning process and longer drying period.

Dry Cleaning

What is dry cleaning? How do I know if my clothes need to be dry cleaned?

Dry cleaning a cleaning process that involves chemical solvents. You should dry clean items made of delicate fabrics (silk, wool, etc) or items that can’t withstand the tumbling of a typical washing or drying machine

We also suggest you to follow the cleaning instruction on your clothing label. Most of the items that typically require to be dry cleaned are listed in our category list, if you see your clothing type on our list we highly recommend you dry clean them .If you are still not sure, free feel to contact us through IM!

There is this stain that I just can’t remove! Can you guarantee to get it off my clothes?

We use the highest quality equipment and industry-leading stain removal products. While we cannot promise the stains can be 100% removed, we will certainly do our best to make your clothes look new again!

Please send your stained item to us as soon as possible, as the longer the stain stays, the more difficult it will be removed.

Can I have my clothes folded?

Yes, we do provide an option for shirts / sweaters to be folded. Please select the folded shirt / sweater option in the app when you place your order!

All of the other dry cleaned items will be hanged to avoid wrinkling.

I only require ironing service without cleaning

Please note your request when you place your order, but unfortunately the price will be the same.

Wash & Fold

What is wash & fold? How do I know my clothes are suitable for wash & fold?

Wash & fold is exactly what it sounds like! We will wash and dry the clothes in separate machines for each customer. Then, your clothes will be neatly folded, socks will be matched and everything will be wrapped up nicely tidily.

We suggest you to follow the cleaning instructions on your clothing labels, but typically cotton t-shirts, sportswear, under garments, socks, and towels are suitable for wash & fold.

Do I need to weigh my wash & fold collection bag?

No, we do not charge by weight. We charge one standard price per wash & fold bag, fill up the bag as much as you can!

What items are prohibited in the wash & fold bag?

Please do not include items such as carpet, blanket, quilt, leather, fur, cashmere, sofa cover, curtain, pillow, stuffed dolls and any items that should be dry cleaned.

Please also be reminded to remove any personal items such as headphones, pens, wallets, etc.

Do you dry my clothes for wash & fold service?

Yes, your clothes will be tumble dried at a warm temperature (not exceed 40C).

Do you iron/press my clothes for wash & fold service?

No, your clothes will not be ironed or pressed for wash & fold service as not all garment are suitable for iron or press, but they will be folded and packaged neatly.

Pickup & Delivery

Can I reschedule a pickup / delivery?

Yes, you can change your pickup time in the app as long as it is 2 hours before your original scheduled time slot, but you may only reschedule to a time later than your original schedules time slot.

To reschedule a delivery, you may only choose a time later than your original time slot.

What if I missed my scheduled pickup / delivery?

No worries, simply contact us via our in-app IM function and we will arrange a new appointment for you as soon as possible.

What if I want to add or change something to my order?

Yes, you may cancel your order at any time before we pick up your items. Once your items are picked up, we will proceed to cleaning immediately, so we are afraid we cannot make changes or cancel your order after that point.

If you have additional item(s) to add, please contact us on IM or let our staff know during pickup. Please understand that the additional item(s) may need to be paid separately.

If you have clothes that do not need to be washed, please also contact us on IM before your scheduled pick up time so we can refund you properly. It is fine as long as your total bill is above our order minimum.

I can’t wait for the scheduled delivery time and I need my clothes back now!

We will always promise to deliver your clothes nice and cleaned at your scheduled time but if something comes up please contact us via our in-app IM function or email (cs@impressed.hk) for urgent matters.

Why are some of the pickup/delivery time slots unavailable?

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

What if I’m not around when my pickup / delivery arrives?

If you think you wont be at the address in time for your order, please let us know by using the IM function in the Impressed app.

Your delivery staff will always try to call you if there's an issue once they reach your address. If they're unable to contact you, our Customer Service team will try and reach you via phone and email. Please check your emails during the pickup / delivery time for any updates.

If we can't contact you and are unable to pickup the order, we will wait for up to 10 minutes before leaving. For delivery, we will check if it is safe to leave on the door or your building's concierge. To prevent this from happening, it's always a good idea to double-check your order and address details.

Payment & Others

When do I pay?

We require online payment to be made upon order placement. We accept all major credit cards, PayPal, Apple Pay and Android Pay for our online payments. We want you to order with confidence and peace of mind that for credit card number and details remain secure and private. 

We do not accept any cash payment.

What are the methods of payment?

We accept all major credit cards, PayPal, Apple Pay and Android Pay for our online payments. We want you to order with confidence and peace of mind that for credit card number and details remain secure and private.

What's your pricing?

Please refer to our price list in our website or our app.

I have a general enquiry, how can I contact you?

The simplest way to get in touch with us is via our IM function, or you can also email (cs@impressed.hk) .

What if I need to make a complaint or provide suggestions to your service?

We are sorry that you are not happy with our service! Please get in touch with us via any of the methods listed above. We treat all complaints and suggestions with the utmost importance and as an opportunity to improve the quality of our service.