Customer Support

Real-time updates via WhatsApp — every step of the way!

From the moment you book, we keep you informed:

• ✅ Booking confirmed — You'll receive an instant confirmation
• 🚗 Picked up — We'll notify you when our driver collects your laundry
• 🧺 Cleaning in progress — Your items are being carefully washed and dried
• 📦 On the way — Your fresh laundry is heading back to you
• 🎉 Delivered — All done! Enjoy your clean clothes

No apps to download, no accounts to create. Just simple WhatsApp messages in English. If you ever have questions, just reply to any message — a real person will respond!

Yes, absolutely! We understand travel plans can change.

Our flexible cancellation policy:

• ✅ More than 24 hours before pickup: Full refund, no questions asked
• ⚠️ Within 24 hours of pickup: 50% refund (our driver may already be on the way)
• ❌ After pickup: Unfortunately, we cannot offer refunds once cleaning has begun

To cancel, simply send us a WhatsApp message. We'll process your refund within 3-5 business days to your original payment method. No complicated forms or phone calls needed!

Your items are in safe hands — and fully protected.

We treat every item as if it were our own. Our experienced staff follows strict quality control procedures. But we know accidents can happen, so here's our promise:

• 💰 Coverage up to ¥50,000 per bag for loss or damage caused by our negligence
• 📸 We photograph items upon pickup for documentation
• 🔍 Quality inspection before every delivery
• ⏰ 48-hour claim window — just WhatsApp us with photos of any issues

In over 500+ orders, we've had fewer than 5 claims — and we resolved every single one to our customer's satisfaction. Your peace of mind is our priority!

Of course! Flexibility is key when you're traveling.

We know your schedule can change — a tour runs late, you decide to sleep in, or you want to explore a new neighborhood. No problem!

• 📱 Just WhatsApp us with your new preferred time
• ⏱️ At least 24 hours notice helps us adjust our driver's route
• ✅ Same-day changes are usually possible (subject to availability)
• 📅 Different day? No problem — we'll reschedule for free

We're here to work around YOUR schedule, not the other way around. That's the Laundry Express Japan difference!

Safe, secure, and convenient — just like home.

We use Stripe, one of the world's most trusted payment processors (used by Amazon, Google, and Shopify). Your payment information is encrypted and never stored on our servers.

Accepted payment methods:

• 💳 Credit Cards: Visa, Mastercard, American Express, JCB
• 🍎 Apple Pay — One tap checkout on your iPhone
• 📱 Google Pay — Fast checkout on Android

All prices are in Japanese Yen (¥) and include tax. No hidden fees, no surprises — what you see is what you pay!

Yes! We serve ALL types of accommodations across Tokyo's 23 wards.

Whether you're staying at a luxury hotel or a cozy Airbnb, we've got you covered:

• 🏨 Hotels: We work with 100+ hotels in Tokyo. Leave your bag at the front desk — we'll handle the rest!
• 🏠 Airbnb / Vacation Rentals: Provide the address and any entry instructions. We can coordinate with your host if needed.
• 🏢 Hostels & Guesthouses: Same easy process — just let us know the location.
• 🏡 Private Residences: Visiting friends or family? We deliver there too!

Service Area: All 23 special wards of Tokyo, including Shinjuku, Shibuya, Ginza, Asakusa, Roppongi, Ikebukuro, Ueno, and more!

Not sure if we cover your area? Just ask us on WhatsApp — we're happy to confirm!