Bag Wash FAQ

Q1. It's my first time. How should I pack and prepare my clothes?

• Pickup by our staff: If you have not bought our "EN Laundry bag", our staff member will bring an EN Laundry bag when coming to pick up and help you pack your clothes on the spot. If you have a lot of laundry, you can also pack it in your own bags in advance and hand them to our staff to take back.
• Quote per bag: If some items need to be cleaned individually, once your clothes arrive at our center we will sort them into bags, give an accurate quote for each, and explain the quote to you right away.

Q2. How does EN Laundry handle my clothes? (Our cleaning process)

Once your clothes arrive at the EN Laundry care center, our professional cleaning staff take care of them:

1. Sorting and assessment: Clothes are carefully sorted according to your cleaning requests and the fabric.
2. Hand scrubbing of spots: If you added the "Special stain removal" service, our staff first carefully dissolve and hand-scrub stubborn stains.
3. Industrial-grade washing: After pre-treatment, clothes go into industrial-grade washing machines for a deep clean.
4. Drying and packing: After washing, everything is fully dried. Our staff then fold your clothes very neatly, pack them carefully in clear dust bags, and put them in an EN Laundry bag for return. When they arrive, you can put them straight into your closet, saving you time.

Q3. How big is the EN Laundry bag? How many clothes does it hold?

Approximate capacity:

• Heavy winter clothes: about 5-10 items.
• Down jackets: about 2-4 items.
• Light summer clothes: about 20-30 items.

Q4. When does EN Laundry's pickup & delivery vehicle run?

• Pickup times:
  • Mon–Fri: 9 AM to 12 midnight
  • Saturday: before 11 AM
  • Sunday: no pickups all day.
• Please note: Within these hours, we can arrange a pickup as long as that day's runs are not fully booked. Please book one day in advance. Since we are closed Sundays, Bag Wash clothes picked up on Saturday will be returned in turn from Monday afternoon onward.

Q5. After I book, how soon will you come to pick up my clothes?

We use an eco-friendly "shared service staff" dispatch model. After you submit your booking, our customer service team will work out a suitable pickup time with you based on that day's vehicle schedule. To protect your interests, we recommend booking at least half a day in advance, which makes it easier to get the time slot you want!

Q6. After pickup, how many working days until my clothes are returned?

• Taipei City and New Taipei City: Pickup & delivery days are Monday, Wednesday and Friday, or you can send items by shipping. It takes about 7 to 10 working days.
• Taoyuan: Pickup & delivery runs on weekdays. Bag Wash takes about 1-2 working days; other categories take about 5-7 working days. Items with special or heavy soiling take longer.
• Special cases: Clothes picked up on a Saturday will be returned in turn on the following Monday or Tuesday.

Q7. What areas does EN Laundry serve?

We currently offer pickup & delivery all over Taiwan (except some remote mountain areas and places we cannot reach).

• Taoyuan City, Taipei City and New Taipei City: Mainly door-to-door pickup & delivery in person by EN Laundry's own service staff.
• Other cities and counties: You can use convenience store-to-store shipping.

Q8. Can I send clothes of any material to EN Laundry?

Bag Wash at our care center is mainly professional machine washing and full tumble drying.

• Special treatment: For any clothes that must be hand washed, or cannot be tumble dried and need to air dry, please be sure to select the "Air-dry service" when booking.
• Special cleaning categories: If some clothes can only take "low-heat drying" or "air drying", or must be "dry cleaned", please pack them separately and tell our service staff. Depending on the material, there will be an extra low-heat drying fee or air-drying fee, or our staff will give a separate dry cleaning quote.
• Check for yourself: If you are not sure how an item should be cleaned, we suggest checking the care label inside the garment first.

Q9. Can you wash light and dark colors separately so light clothes don't get stained?

Of course. To avoid colors mixing, washing colors separately means your clothes will take up an additional, separate washer and dryer of their own.

• How it works: If you need colors washed separately, please pack dark and light clothes separately in advance, select "Separate colors wash" on the online booking form, and remind our staff at pickup.
• Fee: Because this service uses separate machines, there is an extra fee for the separate colors wash.

Q10. Does EN Laundry offer ironing?

After washing, our staff fold your clothes very neatly and smoothly.

• Washed clothes: All are neatly folded and packed. Ironing is not provided.
• Dry cleaned clothes: All dry cleaned clothes include professional pressing.

Q11. Can you remove oil stains, ballpoint pen marks, blood stains or pet hair from my clothes?

For special, stubborn spot stains like these, we suggest adding the "Special stain removal" service. Our professional staff will dissolve and scrub the stains by hand before washing.

• Please note: This service can greatly lighten stains and improve results, but because stains differ in how long they have set and how deeply they have soaked into the fabric, we cannot promise 100% removal of extremely severe, old stains without a trace.

Q12. What are the rules on responsibility and compensation for storage, damage and loss?

EN Laundry follows a very strict, modern standard operating procedure (SOP):

• Recorded on camera at all times: Our care center has 24-hour HD CCTV recording. From unpacking and sorting to the end of washing, the whole process is fully recorded on video.
• Batch washing without item counts: Our core service is a "whole bag (batch) premium wash", and by default items are not counted one by one. If you have not added the "Item count service", the contents cannot be verified, so the company cannot be held responsible for any later dispute. We will take every reasonable care of your items, but we cannot compensate for items that cannot be proven.
• Maximum compensation: If you added the "Item count service" as the basis for proof and loss or damage is confirmed after checking, EN Laundry will pay compensation of up to NT$150 per item and up to NT$800 per bag. If your clothes are of very high value and this limit is not acceptable to you, please do not send them for cleaning.
• Claim period: After receiving your cleaned clothes, please be sure to open and check them within 7 days. EN Laundry has the right to decline any claim made after 7 days.
• Video retention period: Due to storage capacity, recordings from the cleaning area are kept for 7 days only, after which they are automatically overwritten.

Q13. Will EN Laundry count the items in each bag for me?

Unlike traditional dry cleaners that charge item by item, EN Laundry uses a modern batch-cleaning model with "pricing per bag, no limit on items", so by default items are not counted one by one.

• Item count service: If you need each item checked, because this takes extra labor we charge an item count fee of NT$200 per bag.
• Pocket check: Because items are not counted by default, if pens, lipstick, tissues, lighters or other personal items left in pockets cause further soiling or damage to clothes during cleaning, this is not our company's responsibility. Please be sure to check all pockets yourself before sending your clothes!

Q14. Will my clothes be washed together with other customers' clothes?

Never. EN Laundry strictly follows high hygiene standards and is committed to "one bag, one machine". Your clothes are processed in a dedicated machine of their own and are never washed with any other customer's clothes, for cleanliness and personal privacy.

Q15. If I cancel (return the order) after my clothes reach the center, is there a fee?

Once your clothes have reached the center and we have given you a formal quote, if for any reason you do not accept the quote and decide to stop the service, your clothes will go through the return process. Because vehicle dispatch and initial sorting costs have already been incurred, a logistics handling fee of NT$150 ~ 250 per bag will be charged for returns.

Q16. Is EN Laundry's cleaning equipment clean and hygienic?

Please rest assured. The large industrial-grade cleaning equipment at our care center is built very differently from household washing machines. It is energy-efficient and uses strong water flow that leaves no residue, so it does not have the grime buildup and mold problems of ordinary household machines.

In addition, we always:

• Every day: deep-clean and fully disinfect all machines.
• Every three days: carry out minor precision maintenance on the equipment.
• Every week: carry out major maintenance of the whole system. With strict hygiene protection, your family's clothes, including underwear, are washed with peace of mind and worn in good health.

Q17. Does EN Laundry have the right to refuse certain orders?

Yes. To maintain our consistent cleaning quality and protect the interests of all our regular customers, EN Laundry reserves the final right to review and refuse orders. Please follow our standard operating procedures and published prices. If you have any special cleaning questions, please feel free to contact our online customer service at any time.

Q18. Are the packing rules for partner couriers different from pickup by EN Laundry staff?

Yes. Our partner couriers are independent third-party companies, not EN Laundry employees. Customers in other cities and counties who ship their items must therefore follow the courier's official rules for packaging materials and boxes; otherwise the courier may refuse to accept the parcel on the spot.

Q19. Can I leave my cleaned clothes in EN Laundry's storeroom for a while before they are delivered?

Storage space at the EN Laundry care center is very limited, and all cleaned and dried clothes need enough room so they don't get crushed and wrinkled. For this reason, we do not encourage customers to leave cleaned clothes at the center for long periods.

Q20. Who decides how my clothes are finally washed and dried?

The final decision is entirely yours.

• When filling in the booking form, please first select "Special stain removal" or, for items that cannot be tumble dried, the "Air-dry service", according to your needs.
• Once our staff receive your clothes and assess the materials, if we have a better cleaning suggestion we will contact you online right away. We will give you honest professional advice, but how your clothes are finally cleaned is for you to confirm and authorize.

Q21. What is the final price of an order based on?

The final quote and number of bags for every order are always based on the "official quote" issued by the EN Laundry care center after pickup. Any amount estimated by the customer by eye before pickup, or discussed verbally with the pickup staff, is for reference only. If you do not agree with this official process, please do not book online.