Support
How can we help?
Real people, real answers. WhatsApp is the fastest way to reach us, and every message is read by the DoorWash team.
Contact DoorWash
Chat on WhatsApp
The fastest way to reach us. Tap below and your chat opens with the DoorWash team.
Open WhatsAppEmail us
Prefer email? Send your order number and we will reply within one working day.
hello@doorwash.ngWhen we answer
Every day, including weekends. Messages sent overnight are answered first thing in the morning.
Order issues
Something wrong with an order?
Start with your tracking page, then reach us. Every issue below has a clear next step.
Order looks stuck or delayed
The operating target is 24 to 48 hours from pickup. Open your tracking page first. If the status has not moved for more than 24 hours, message us with your order number and we will check the route.
Next step: Check tracking, then message us
Wrong items returned
Tell us within 48 hours of delivery. Keep the items untouched, send us a photo and your order number, and we will trace the bag records to put it right.
Next step: Send a photo plus your order number
Damaged item
Send us a clear photo of the item within 48 hours of delivery. We compare it with the intake and custody records for your order and come back to you with a resolution.
Next step: Photo plus order number gets it moving
Payment problem
If a payment failed, was charged twice, or a transfer is not reflecting, send us the receipt or reference. We reconcile it against your order and refund genuine errors.
Next step: Share the receipt or reference
Questions
Frequently asked questions.
How long does it take?
Usually 24 to 48 hours from pickup. Your confirmation and tracking page show your pickup window and when to expect your clothes back.
What is the minimum order?
Orders start at ₦3,500. Pickup and delivery cost a flat ₦500 in the estates we serve.
Where do you currently operate?
Selected estates in Atlantic View, Ajah, Lagos. If your estate is not listed, tap "Get notified" on the home page and we will tell you when we reach you.
How do I pay?
Pay online by card, transfer or USSD. Where available, you can also pay by bank transfer when your clothes come back. Your tracking page always shows anything still to pay.
What if an item is damaged or goes missing?
Report it within 48 hours of delivery with a photo and your order number. We check it against the bag and custody records for your order. Compensation is capped at 10 times what you paid to clean each item, within an overall order cap, and a real person walks you through the outcome.
What should I put my clothes in?
Anything you like. Hand them to our rider at your door and they go into a numbered DoorWash bag that stays with your order until it comes back to you.
How do I know where my order is?
Every order has a tracking page that shows each step, from pickup to cleaning to delivery. Log in and open My orders to see the live status.
Do you have promo codes?
Promo codes apply when your basket is ₦5,000 or more. Enter your code at checkout and you will see the discount before you pay.
What happens if I miss my pickup?
If the rider cannot complete the pickup, the attempt is marked on your tracking page and we will contact you to rebook the next available window. You can also message us first on WhatsApp.
How do you handle delicates and stains?
At checkout you can add special care notes, from gentle handling for delicates to stain treatment and starch preferences. Delicate pieces are sorted into gentler processing, and stains are treated where the fabric allows. Very stubborn stains cannot always be removed fully, but we will tell you what was possible.
Can I cancel my order?
Yes. While your order is still in the booking stage, you can cancel straight from its tracking page. Once pickup has started, message us and we will help you sort it out. Any redeemed loyalty points are refunded on cancellation.
Still need a hand?
Talk to a real person about your laundry.
WhatsApp is fastest during the day. Email works for anything that needs records attached.