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Dona Rosa

How does Dona Rosa work?

It is very simple! Register through our website or our app Dona Rosa, available for IOS and Android, select the services you want, schedule pick-up and delivery for the days and times that suit you best and leave instructions for our drivers and laundries. Now enjoy your time while Dona Rosa takes care of our laundry!

What services does Dona Rosa provide?

Dona Rosa offers different services:

Washing, drying and folding - We wash your clothes at 30ºC, dry them in the dryer at low temperature and fold them so they are ready to go in the drawer;

Washing and ironing - The complete service so that you do not have to worry about any of these tasks;

Ironing - If you prefer to wash your clothes at home, we will do the ironing for you. Please note that this service may not remove all creases from your clothes if they are delivered heavily creased;

Dry cleaning - For all items that require special care;

Hand wash - For all those items that cannot be machine washed and need a personal touch;

Washing and brushing - Do you have trainers that need to be properly cleaned and brushed? This is the service for you!

Leather - For leather garments that need proper treatment;

Rugs -With or without waterproofing, receive your carpets clean and with a pleasant aroma that quickly spreads throughout your home.

Where can you find Dona Rosa?

We are available to help in the following districts:

Lisbon

Oeiras

Cascais

Amadora

Odivelas

Loures

Sintra

Almada

What is the turnaround time?

Most of our services are delivered within 72h. If there are any unforeseen circumstances and more time is needed to take care of your clothes, you will be contacted in advance.

What are Eco-Friendly routes?

Our Eco-Friendly routes have a longer time window. By choosing one of these time slots, you are contributing to a reduction of CO2 emissions into the atmosphere by making our routes even more optimized.

Where are your clothes treated?

Once collected, your clothes will be delivered to one of Dona Rosa's partner laundries. All requests are properly identified, each piece of clothing is filmed upon arrival and the entire journey through the laundry is recorded. The requests are treated separately and any damage or irregularity that the clothes present when they arrive at the laundry will be duly communicated to you.

Do you have any allergies?

Please include this information in the "cleaning instructions" field when scheduling your order, so that the treatment is appropriate.

What type of detergents are used in laundry care?

Dona Rosa seeks partnerships with establishments that are aware of what is best for the environment and that use green-certified detergents.

Is it necessary to have the clothes ready and separated while waiting for our driver?

We would be grateful if you would do so. Our drivers always carry the necessary bags for the services you requested. This way, when you have your clothes properly separated by services, just put them in the appropriate bags or, if you are already our client, just give the bags to the driver.

What happens if any parts are lost/damaged?

All garments are filmed on arrival and their journey through the laundry is recorded. However, if you do not receive any of the garments you have sent please contact us so that we can use the filming to locate your garment.

In the event that you do receive a damaged item, it will be dealt with as mentioned in our Terms and Conditions. Any claim will need to be made within 5 days of delivery of your garment.

Are customers' clothes taken care of together?

Absolutely not! Each order is handled separately. Your clothes are safe with us.

On what days and at what times can you call Dona Rosa?

Our platforms work 24 hours a day. You can purchase services and book your orders at any time.

We pick up and deliver clothes every day from 4pm to midnight.

What is the minimum quantity of pieces to be sent?

There is no minimum quantity of pieces to send. However, in order to schedule a collection, the minimum value of your order must be €20.

Does the final price include pick-up and delivery?

Yes, you must send at least the equivalent of €20. 

Do you clean wedding dresses?

Yes! Please send us photos of your dress to geral@appdonarosa.com so that we can give you a proper quote. Since wedding dresses have to be handled delicately and with proper care, the price and delivery time will vary depending on the size, type of fabric and how dirty it is.

Reimbursement Policy

What happens if a piece gets lost?

All items are filmed upon arrival at the laundry and their route is recorded. However, if you do not receive any of the items you have sent, please contact us so that we can trace your clothes through filming resources.

Any claim must be made within 5 days after delivery of your clothes.

Items are considered lost 30 days after the first claim is made. Should this happen, the matter will be handled in accordance with our Terms and Conditions.

What type of compensation if a piece is lost?

If a piece is reported lost, Dona Rosa's responsibility will be limited to the payment of compensation to the User in the amount corresponding to ten times the value of the Order.

Any amount above the mentioned will be evaluated on a case by case basis. However, Dona Rosa will not be responsible for:

1) Watches, jewelry, money, wallets, etc.

2) Laundry bags or personal hangers that are not part of the Dona Rosa brand.

For more information, please refer to our Terms and Conditions.

What happens if any parts are damaged?

Although Dona Rosa's partners are qualified establishments that provide the best laundry services, the items will normally show wear and tear over time. Any damage should be reported via email to geral@appdonarosa.com within 5 days after delivery of your clothes. All damage will be duly assessed by the Dona Rosa team and, if necessary, will be collected again to be analyzed in detail by the laundry responsible for its treatment.

What type of compensation if a piece is lost?

All cases are different and the solution presented will be the most appropriate for each occurrence. Dona Rosa's liability will be limited to the payment of compensation to the User in the amount corresponding to ten times the value of the Order.

When is Dona Rosa responsible for any loss/damage?

Dona Rosa assumes this responsibility if the loss/damage of an item arises as a consequence of the service provided by Dona Rosa, that is, in the collection/delivery of the clothes. Dona Rosa does not assume any responsibility, and cannot be liable for any loss/damage resulting from the handling/treatment of the clothes by the dry cleaners. Dona Rosa and the dry cleaners cannot be responsible for any damage that results from the customer's incorrect choice of laundry treatment (ex: customer selected wash and iron service for a garment that can only be dry cleaned), or when the customer does not put the garments in the right bags (ex: put a dry cleaning garment inside a wash, dry and fold bag), or if any stain does not come out after treatment (ex: pen, lipstick).

What happens if I don't like the service provided by Dona Rosa?

We pride ourselves on providing a quality and super convenient service to all of our customers. If you are not satisfied with it, please report this to us via email (geral@appdonarosa.com) within 5 days of delivery of your garment. Each case is managed differently. Usually, we collect your clothes free of charge, or return the items you have complained about to your Dona Rosa basket.

My booking

How to book a Dona Rosa service?

If this is your first time using our services, you can book through our website or our Dona Rosa app available for IOS and Android. Follow the instructions of the platform you choose and you will have your clothes ready while taking your time to do what you love most.

Does collection and delivery have to be at the same address?

No. As long as the addresses are covered by our services. When scheduling your request, you have the possibility to choose the addresses where you want your clothes to be picked up and then delivered.

Order booked. What happens now?

Now all you have to do is to prepare your laundry and wait for our driver to arrive at the time you have chosen. The driver will bring the necessary bags for the services and quantity of clothes you want to send.

What happens if the collection or delivery fails?

If no one is present at the time of pick-up or delivery within the slot you have chosen for this purpose, you will be charged an absence fee of 10€. If you notice that it is unlikely to be anyone available to meet our driver, please contact our team as soon as possible (up to 1 hour before the service) and we can postpone your pick-up/delivery to another time or day.

Is it possible to receive my clothes, even if there is no one available to do it?

Yes, you can add this information in the "observations" field at the time of scheduling, or if the order has already been placed please let us know as soon as possible so that we can inform our driver. The clothes will be left with the concierge of your condominium or at the door of your house and from that moment Dona Rosa has no responsibility in what may happen with your clothes.

How can you track your order?

As soon as our driver is on his way to the pickup/delivery point for your clothes, you will receive a notification.

Where can you see the status of your order?

You can track the status of your order and view the history of all your orders in the "Orders" menu.

Need to change your order?

You can change your order in the "Orders" menu. Here you can add parts up to the time of pickup of your order or change the day and time of your pickup/delivery up to 24h the day before. If you need to change the day/time of your order on the same day, please contact us at geral@appdonarosa.com

Payment and billing

What payment methods are available?

You can pay for our services through the website or app in 3 ways:

Credit card

Entity and reference

MBWay

How do you receive your invoice?

You will receive an email with the payment confirmation and you will have the possibility to download your invoice.

Do you want to use your discount voucher?

When buying our services you will have the possibility to include your promotional code and get your discount.

Is it possible to pay in cash?

It is not possible to pay our services directly to our drivers.

How to offer bonuses to our drivers?

If you are satisfied with the service provided by our driver you can offer him a cash gratuity.

My account

How to update your account?

Both on the website and in the app you can update your profile at any time. Go to the "Profile" menu and change the data you want.

Can't remember your password?

If you do not remember your password when you log into our site, select the "Forgot password" button and you will receive a link in your email. Through this link you will have the possibility to reactivate your account and reset your password.

How to change or add addresses?

In the "Account" menu you will have the possibility to change the addresses already added or create new addresses for your profile. If they are not covered by our services you will receive this information immediately.

Laundry

Good laundry practices

When requesting our services it is important to follow these steps:

1) Check the labels on your garments and choose the appropriate treatment for each one. Dona Rosa will not be responsible for clothes sent to inappropriate services;

2) Remove everything that you have in the pockets of your clothes before delivering them to our driver. There are certain products (pens, lipstick) that can seriously damage your clothes. Although the dry cleaners take due care to try and see if anything has been left in the pockets, this procedure can occasionally be faulty. Personal belongings can also be lost during the transport and treatment of the clothes, so it is always necessary to check the clothes before sending them. Dona Rosa will not be responsible if any of the above situations occur;

3) In order to meet all your preferences, please do not forget to include them in your order

Tips to keep your clothes healthy

We want your clothes to stay healthy for a long time:

1) Do not iron clothes with stains. If you do, the stains will become more visible and embedded in the fabrics, making them harder to remove;

2) At seasonal changes, make sure you wash/wipe all your clothes before putting them away or putting them on. If the clothes are dirty for several months it can damage them and clothes that have been stored for a long time may have acquired organisms that are harmful to our health;

3) Products such as deodorant, sunscreen, moisturizer, etc. can easily damage garments if they are not washed regularly.

Can garments shrink even when washed at low temperatures?

Yes, it can happen. The dry cleaners follow the instructions of each garment and of our clients in order to provide the best service. However, it is normal over time and with the amount of washing, the garments shrink. Dona Rosa will not be responsible if clothes are washed at a low temperature and shrink.

How to protect clothes from creases?

With the help of our partners, we have the following advice:

1) Put softener in the washing machine;

2) Dry the clothes in the air;

3) Fold the clothes;

4) Properly pack the clothes in Dona Rosa bags.

There are items whose fabric breaks with time and may not even have a solution.

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