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General
+How do I sign up for WashBox24?
You can sign up and pay for selected package online at our website (www.washbox24.com) or simply
download our Box24 mobile app (http://goo.gl/zEqt8t iOS,
http://goo.gl/bMepiL Android). Then, you're
good to go. Note that, there is no application fee, whatsoever!
+How do I send my clothes off for washing?
WashBox24 has two operating modes namely; self-service locker and home delivery. With locker, you
can drop off your clothes at any of our lockers 24/7 and pick up from the same locker location given next
day turnaround time. For home delivery, you can download the app (http://goo.gl/zEqt8t iOS,
http://goo.gl/bMepiL Android) and request pick up on demand or at scheduled time. When the clothes
is ready, we also deliver them back to you within the next day. Note that, next day turnaround time
applies only if the clothes are dropped off before 9.00 AM (locker) or picked up from your location
before 9.00 AM (delivery), excluding public holidays. Some items may require longer lead time. See
our terms and conditions here.
+Do I need to be a member in order to use your service?
No, although there are those who prefer to pay up front to enjoy greater saving (Pre-paid users) versus
those who might want to try first and may prefer to pay later (Post-paid users). After all, WashBox24 is
pretty much open to everyone.
+What’s the difference between a pre-paid user vs a post-paid user?
Pre-paid users typically purchase the credit package in advance and any usage is deducted from the paid
credits. Post-paid users, on the other hand, does not pay until the cloth is ready for pick up. Note that
the average price per piece is typically lower if you become a pre-paid user, plus more discounts and
exclusive privileges. See our package detail here.
+How does a pre-paid user pay for the service?
Upon signup, you may choose to buy the pre-paid credit package. Once you have selected the package
you want, you will be directed to our payment gateway partner’s page where you will have different
options to pay including credit card, online banking, cash point at convenient store, etc. The purchased
credit will then be transferred to your account automatically upon successful payment completion.
+How does a post-paid user pay for the service?
Post-paid user typically drops off clothes or request pick up directly without paying in advance. Thus,
when the clothes are ready and our system notifies you via SMS, the said SMS will contain payment
instruction for you to pay at the participating cash point service including convenient stores or
participating ATM. Once paid, the system will send you a Quick Pin via SMS, so you may key in the Quick
Pin at the locker to retrieve back the clothes. In the case of delivery, our delivery staff will contact you
to deliver the clothes back to you, again only if the payment is made. Note that you can also pay via the
Box24 app. So, even if the credit package value does not match exactly with the service fee, our system
will automatically credit the remaining balance next time you use our service.
+Does your locker accept cash, coin, and credit card?
Most of our customers typically pay online, so our locker typically does not accept cash, coin, or credit
card, except lockers in certain locations e.g. shopping mall, and high-traffic locations where we provide
these additional method of payments. Note that our lockers do not provide change, but will credit your account linked to your mobile number for future use instead.
+Can I pay cash upon home delivery?
Yes, you may pay cash with our delivery staff. This option is only available for home/office delivery.
+Can I pay with credit card upon home delivery?
Not at the moment. We will notify you as soon as this option is available.
+Can I use credit or debit cards to pay for my laundry?
Yes, any credit or debit cards bearing Visa, MasterCard, AMEX or JCB logos can be used for payment. You
can either pay online by logging into our website (www.washbox24.com) or pay via the Box24 app
(http://goo.gl/zEqt8t iOS, http://goo.gl/bMepiL Android).
+Ok, I've tried your service as a post-paid user before and I love it! So, how can I convert from a post-paid
user to a pre-paid user to get a lower service fee per piece?
Just sign up online at our website (http://goo.gl/bMepiL) or download our Box24 app
(http://goo.gl/zEqt8t iOS, http://goo.gl/bMepiL Android) and pay for any of the credit packages, and
you're good to go! Note again that, there is no application fee, whatsoever!
+What is the purpose of having two different color bags?
WashBox24 provides our users with two different color bags to differentiate between laundry orders
and dry cleaning orders. If you want us to laundry your clothes, place the items in the black bag. If you
want us to dry clean your clothes, place the items in the red bag. When we return your clothes, you’ll
find them in the same branded WashBox24 bag. Note that for ironing only, you will need to place them
in your own plastic bag e.g. a re-used shopping bag and provide your own hangers of the same number as your number of clothes. Salute to you for helping us save the environment
by reducing the use of plastic bags!
+It’s my first time, so I don’t have your bags, but I want to drop my clothes off now. What should I do?
For first-time user, place your items in any plastic bags (e.g. re-used shopping bags) but be sure to insert
a note to specify what kind of wash type you want for each items or bags. For pre-paid users, when we
return your clothes, you’ll find them in the branded reusable bags. For post-paid users, when we return
your clothes, you’ll find them in un-branded plastic bag. Join us as a pre-paid user and receive stylish
WashBox24 bags, plus greater saving and a chance to make a difference for our planet. We really mean
it!
+Should I dry clean or launder my item?
To decide whether your item should be washed or dry cleaned, we strongly suggest you look up the care
label. Typically, manufacturers suggest dry cleaning to avoid problems with color or size changes. For
complete list of care label, click here
+What if I put the wrong item in the wrong bag (i.e. dry clean in black bag or laundry in red bag, etc.)?
Although we try our best to contact our customers to ask for the confirmation of each misplaced order
that may be accidental in nature, we reserve the right to change and/or cancel the wash type according
to what our garment expert deems as most appropriate for each particular item. This is to prevent
possible damage, for example, shrinkage or loss of colors. Often times, we refer to the care label as
suggested by the manufacturer. However, in the event of such changes, prices will be charged according
to the actual wash type that we deem as final and have actually processed, unless there is an instruction
note from you to process the item otherwise. Note that we cannot be liable for any damages arising
from such instruction and may reserve the right not to service any items that are not in line with our
quality control policy.
+I have special instruction for my order, what should I do?
When you are placing an order, you may insert a note together with your clothes. Better yet, for pre-
paid users, there is a plastic pocket on the WashBox24 branded bag itself that you may add notes and
special instructions (e.g. fix the button, hand wash, etc). Isn’t that nice to be a pre-paid user?
+What is the standard turnaround time for dry cleaning and laundry service?
In most cases, orders are delivered back within the next day excluding public holidays. Note that we do
our best to ensure that your orders get delivered back in a timely manner. However, we also need to
ensure that we properly treat stains and press your clothes. So, whilst most laundry and dry cleaning
may take 1 day, some items may require longer lead time e.g. iron only may take up to 3 days, bag &
shoes and certain house items e.g. carpet, curtain, dolls may take up to 7 days or more.
+Will my Box24 credit balance ever expire?
Any balances (regard less of value) that is active at least once every 100 days can be carried forward for
unlimited period or until credit runs out. Note that, if the balance is less than 100 Baht and has been
inactive for 100 consecutive days, the whole remaining balance will expire on day 101. On the other
hand, if the balance is 100 Baht or more and has been inactive for 200 consecutive days, the whole
remaining balance will expire on day 201. Make sure to sign in and check the expiry date of your credits
in "Summary" section. In addition, a kind reminder that all purchased balances cannot be redeemed for
cash.
+Why is my Box24 credit showing a negative balance?
That's because you have spent more than your credit balance actually. Because the continuous nature of our operation, we typically don't hold up the order and would continue to process the items as scheduled. However, if you don't have enough credit or haven't paid for the order, the credit balance as reported on the web or the app will show a negative number. You may pay to settle the outstanding dues from various channels e.g. app, web, etc, and the system will issue a Quick Pin upon full payment. Note that you may have to wait up to 45 minutes after making the payment since the central server will send the transaction log to the locker, which depends on the interval update and the internet signal of each particular location. So, it's always best to always make sure you have enough credits before placing the order.
+Can my WashBox24 credits be used to pay for other services e.g. MoveBox24, ShopBox24, DropBox24,
or PayBox24?
Sure, Box24 is much more than laundry and dry cleaning, so you may use the Box24 credits to pay for
laundry (WashBox24), parcel delivery (MoveBox24), online shopping (ShopBox24), personal storage
(DropBox24) and bill payment (PayBox24). Note that the same rule on credit expiry policy shall apply.
Locker Process
+How do I gain access to the locker?
As a pre-paid user, you can use the Box24 card or request the Quick Pin from the Box24 app
(http://goo.gl/zEqt8t iOS, http://goo.gl/bMepiL Android) or use your mobile phone number to access
the locker. As a post-paid user, you may use your mobile number to access the locker. The said mobile
number will be used to send payment instruction via SMS by which you can pay the service fee at
participating payment providers (See SMS instruction). Once paid, you will receive a Quick Pin to
retrieve back the items. If not paid, no Quick Pin will be sent to you, meaning you may not be able to
pick up the items.
+What is Quick Pin?
Quick Pin (QP) is a temporary app-generated 12-digit number used as a shortcut to request a service or
perform a certain transaction with a specific Box24 locker location. For example, Quick Pin can be
requested from the app to drop off clothes, or be sent together with the sms/email/app alert to pick up
clothes when they are ready. Note that one Quick Pin number can only perform one action at one
location at any one time. So, it is important to request Quick Pin from the Box24 app only when needed.
+How do I drop off clothes at locker using Quick Pin?
Simply download the Box24 app (http://goo.gl/zEqt8t iOS, http://goo.gl/bMepiL Android) and request
Quick Pin under Locker Quick Pin menu.
+Will a Quick Pin ever expire?
Each Quick Pin that is requested by a user via a Box24 app (e.g. Quick Pin to drop clothes at locker) can only be used once and is valid for up to the end of the day it is created. Once the Quick Pin is used at the locker, it will automatically become expired. On the other hand, a Quick Pin that is generated by the system (e.g. Quick Pin sent together with SMS to pick up items) will be valid until it is used and after such use, the said Quick Pin will be automatically expired.
+I see some people still using the Box24 card to access the locker, how come I don’t get one?
Box24 card was our legacy solution and that we have stopped the issuance of new card effective 1 June
2016. However, existing users with cards can still access our locker. Note that our card policy still
stands and that card transfer and lending/borrowing is strictly prohibited for security reasons.
WashBox24 reserves the right not to service and/or terminate customer's account without prior notice.
Therefore, we recommend all users to download our Box24 app (http://goo.gl/zEqt8t iOS,
http://goo.gl/bMepiL Android) in order to request Quick Pin automatically from the app to gain access
to the locker or simply just use your mobile number to gain access to the locker.
+What if I don't live/work in the building that has a WashBox24 locker, can I still use your service?
Yes. However, certain security procedure of some buildings may require exchanging an ID card for
access into the premises. Or, try our home delivery service by downloading the app
(http://goo.gl/zEqt8t iOS, http://goo.gl/bMepiL Android).
+Do I need to reserve a locker before I go to the locker?
No, simply visit our locker and the touchscreen controller will assign an empty locker for you
automatically at random.
+How do I know which locker I should put my clothes in?
Our touchscreen controller will assign an empty locker for you automatically at random.
+Is there a limit to how many lockers can be claimed by a person in a given day?
Yes, the limit is set at 1 locker/user/service type/day. However, in case you forget or want to put
additional items in the locker, you may use the same mobile number or the Box24 card to re-open the
claimed locker as many times as you would like (Quick Pin can only be used once and will expire
automatically). The only thing to know is our staff unload all clothes at 9.00 AM (excluding public
holidays), so be sure to make the cut off time if you want the clothes to return per schedule.
+What if there is no available locker?
Good question, but we won’t let this happen. We adjust our pick up schedule based on the volume of orders. This is because our locker is connected to the internet and to our central server on a real time basis, so we can pick up as many times a day as we need to in order to ensure locker availability for all customers. In addition, you may look up the number of available doors at each locker location from our Box24 app, which gives a real time update on the locker availability so you can plan when to drop the clothes off better. Note that this app feature is not for locker booking. Because locker activities are dynamic, we reserve the right to treat incoming orders on a first come first serve basis.
+Is there a minimum order if I am to drop the clothes at the locker?
No minimum order for locker users. So, even if you drop off 1 item a day, we would still pick up, wash,
and return it to the locker the next day. Isn’t that great?
+How am I alerted when my clothes are ready in the locker?
We will send you an sms/email/app alert as soon as the items are ready for pick up. You may adjust the
notification setting in the app under Setting menu (http://goo.gl/zEqt8t iOS, http://goo.gl/bMepiL
Android).
+When pick-up, will my clothes be in the same locker number I dropped them off?
No, your clothes will most likely be returned to a different locker number but within the same location.
You only need to input the Quick Pin at the touchscreen controller or scan your Box24 card to the card
reader and the touch screen will display the locker number that has your clothes in it automatically.
+When pick-up, can I request to pick up from different location (i.e. drop off at location A, but want to
pick up from location B)?
No, our current operation is to return the clothes back to the original location. This applies for both
locker and home delivery. We are working on that though, and will surely let you know when we can
offer that service.
+How much time do I have to pick up the clothes after it has arrived at the locker and what happens after that?
You have up to 48 hours to pick up the clothes upon receiving a notification to pick up. The notification is sent to you only after the clothes have actually arrived at the locker. After 48 hours, you will receive a reminder for pick up and, and if the items are still not removed, another notification will be sent once we have actually removed the items to our warehouse. Note that you may contact our hotline if you have any special request but please understand that we reserve the right to adhere to our term and condition and that not every request may be fulfilled.
+Is there a late fee for late pick up beyond 48 hours?
Yes, there is. After 48 hours after the items have returned to the locker and remain unpicked, a late pick up fee of 5 Baht/order/day (regardless of number of pieces and excluding VAT) will apply on the first day after the 48th hour mark, and 10 Baht/order/day (regardless of number of pieces and excluding VAT) on the second day onwards with a fraction of a day counts as a full day. Such fee will deduct from the remaining credit balance automatically. Note that this measure is to put in place to make sure our customers are considerate to other customers who share the same lockers and is effective since 1 August 2017. Alternatively, you may opt in to purchase additional Black or Red packages where late fee will be waived for a period of 12 months. See package detail here.
+Do I need to use any password to retrieve my clothes?
No, just make sure you input the Quick Pin that comes with the sms/email/app alert correctly or simply
scan your Box24 card to the card reader. You pick the items up and off you go!
Home Delivery Process
+How do I request pick up in case of home delivery?
Simply download the Box24 app (http://goo.gl/zEqt8t iOS, http://goo.gl/bMepiL Android), the order
placement process on our app is very straight-forward. Specify the items, pick up location, and our
delivery staff will call you to arrange pick up directly.
+What is your delivery hours?
We delivery everyday from 7.00 AM to 10.00 PM, except public holiday.
+Do you guys deliver to office buildings?
Yes, we deliver anywhere within our operating zone actually. However, for each order, the pick up location must be the same as the return location i.e. pick up from location A, return to location A, pick up from location B, return to location B. Please check out the zone
here.
+Is there a minimum order if I am to request pick up via the app?
The minimum order for free pick up and free delivery is 350 Baht per order, otherwise a delivery fee of 75 Baht per trip shall apply (i.e. pick up 75 Baht, deliver back 75 Baht). Note that the 350 Baht threshold is calculated based on net order value after discount i.e. 350 Baht net order value is an approximate of minimum 12 laundry items or minimum 2 dry cleaning items or a combination of both. Check out our price list
here. However, we also run promotion from time to time with no minimum order. Be sure to check that on the order screen of the app.
+How am I alerted when my clothes are ready for return delivery?
We will send you an sms/email/app alert as soon as the items are ready for return delivery. You may
adjust the notification setting in the app under Setting menu (http://goo.gl/zEqt8t iOS,
http://goo.gl/bMepiL Android). On the day of scheduled return delivery, our delivery staff will call you
to arrange the return delivery directly.
+What if I am not home when you come to pick up or deliver even though I have confirmed through the
app already?
You can re-schedule via the app or simply give us a call at 089.221.2244 and we will do our best to help.
Note that any changes to the scheduled time/location shall be made at least 24 hours before the
scheduled time, otherwise a fee of 100 Baht will be charged to your credit account.
Bag & Shoes Spa and House Items Process
+How do I place a Bag or Shoes Spa and/or House Items order?
You can place the order just like you would place an order for laundry or dry cleaning, meaning you may
drop off your items at lockers or request a home delivery via our Box24 app (http://goo.gl/zEqt8t iOS,
http://goo.gl/bMepiL Android).
+The price range for Bag & Shoes Spa and House Items is vast - how much will I be charged?
Materials of bags, shoes, and house items (e.g. carpet, curtains, etc.) vary, so it’s difficult to provide a
comprehensive price list. Our expert attendants will inspect and notify you via the Box24 app under
Closet+ menu (http://goo.gl/zEqt8t iOS,
http://goo.gl/bMepiL Android), so you see the picture, the
price, and processing time. Feel free to send us a picture of the item at cs@box24corp.com and let us
know in advance what type of items you need cleaned and we will get back to you with our quotation.
+What is the standard turnaround time for Bag & Shoes Spa and House Items?
We do our best to ensure that your orders get delivered back in a timely manner. However, we also
need to ensure that we properly treat stains and condition the items. In most cases, orders are delivered
back within 7 days, but if one item is held up, we will hold the order until the next day when everything
is ready. Works such as fitting and repairs often require extra days of processing and may delay your
order.
+How am I alerted when my Bag & Shoes Spa and/or House Items are ready?
We will send you an sms/email/app alert as soon as the items are ready for pick up. You may adjust the
notification setting in the app under Setting menu (http://goo.gl/zEqt8t iOS, http://goo.gl/bMepiL
Android).
Safety
+What is Closet+?
Closet+ is your personal online clothes tracking system that allows our users to track history of serviced items,
review pictures of items in pre-processing condition, check outstanding credit balance, and review credit and promotion item expiry dates.
Closet+ is available on website and Box24 app (http://goo.gl/zEqt8t iOS,
http://goo.gl/bMepiL Android)
so you can enjoy the convenience and the transparency that is exclusive only to WashBox24 customers.
+How does WashBox24 keep track of my clothes and ensure they are not lost?
Upon drop off, you will receive an order confirmation within 30 minutes, by default, from the app push notification and email (You may change this under the Settings menu). We also barcode individual items. The barcodes are inconspicuously adhered to the underside of a care label. Moreover, items are then photographed to ensure they can be tracked throughout the process, typically within 12-24 hours after drop off, subject to drop off time. You may visit the "Closet+" menu to review the numbers and pictures of your items online as well.
+How does WashBox24 know how many items are dropped off at the locker, and how do I check if
WashBox24 actually picks up the right things?
As soon as we pick up your items, we would take pictures and adhere barcodes to your items to make
sure that they can be tracked throughout our process. You may visit the "Closet+" section to review the
numbers and pictures of your items online. In case that they are not correct, please contact
cs@box24corp.com or call our Hotline at 089.221.2244 to prevent any damage or loss that might
happen. Please note that if such contact is not made within 48 hours since you drop off the items, we
kindly ask for your understanding that we reserve the right to deem such numbers and condition of items as shown in "Closet+" as final and that we shall deem that you confirm such numbers and
condition of items as the final pre-processing condition.
+Are there surveillance cameras (CCTV) at the locker?
Yes, this is for security reasons for our customers and staff.
Our Business
+How do I get WashBox24 locker in my building?
Glad you ask! Fill out this short form here. Your life is about
to get a whole lot easier!
+How do I work for WashBox24?
We are always on the hunt for smart and talented people. Check out our career page
here.
Customer Service
+How do I get in contact with WashBox24?
cs@box24corp.com or give us a call at 089.221.2244 during 9.00 AM – 8.00 PM.
+What happens if my Box24 card is lost or stolen?
Box24 card was our legacy solution and that we have stopped the issuance of new card effective 1 June
2016. In the case of card lost, you can download our app (http://goo.gl/zEqt8t iOS,
http://goo.gl/bMepiL Android) and use Quick Pin to access the locker instead, so you won’t have to
worry about card loss anymore.
+What happens in the event my clothes are damaged or lost?
Contact cs@box24corp.com or 089.221.2244 immediately within 48 hours after the original pick-
up/return delivery date and time and we will deal with this situation on an individual basis. See our
terms and conditions here.
+Do you guys offer alteration service?
We do not offer the service at the moment. We will let you know as soon as possible if there is this additional service.
+Where can I view your term and condition?
By using our service, you automatically agree to our terms and conditions. You can view our complete
terms and conditions by clicking here.
Still have questions? Give us a call.
