CLICK & COLLECT
Welcome to SPL. We are delighted to have you on board.
Here is where you’ll find all of the details to help us to meet your linen needs. Below you can navigate to the relevant sections to find what you’re looking for.
QUICK MENU
SPL Portals - Ordering & Soiled Collection
7-Day Week Customer Care
Live Chat
For online assistance, access our live chat feature on our website to connect with our Customer Care team. Available 7-days a week, our live chat ensures you get real-time support for any enquiries or issues you may have. Access live chat here and one of our friendly team will be ready to help you.
For email enquiries please email us at dailyhire@splservices.com.au - Each email is registered in our system and ensures a quick response. We’re able to track this to ensure your issues are resolved and that we address the root cause of any problems raised.
1300 number
For phone queries please contact the SPL Customer Care team on 1300 038 222.
Our Office hours for live chat and our 1300 number are 8am-5pm Monday-Friday and 9am-2pm on Weekends and Public Holidays.
SPL Portal - Ordering & Soiled Collection
Here you will find the link to access your online customer portal along with a PDF user guide.
Bundle Connect User Guide (PDF)
Soiled Collections
Available for Click & Deliver customers. Soiled returns can be made at the time of your fresh linen delivery. There may be times when you require a soiled only collection. This can be booked using your online ordering profile. Below is a guide on how to book a soiled only collection.
How to book a Soiled Collection Only (Click & Deliver) (PDF)
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Adelaide
12noon the day prior to collection
Albury
3pm the day prior to collection.
Delivery: 1pm the day prior. For Monday delivery order must be placed by 1pm Friday.
Broadmeadows
5pm the day prior to collection. Monday to Saturday.
Delivery: Please place orders at least two days in advance (before 5pm). For example, if you require delivery on Wednesday you will need to submit your order by Monday before 5pm.
Cairns
Delivery only: Please place orders at least two days in advance (before 5pm). For example, if you require delivery on Wednesday you will need to submit your order by Monday before 5pm.
Colac
12noon the day prior to collection. Monday - Friday only.
Warrnambool
12noon the day prior to collection.
For orders collected on a Monday cut of time is 12 noon Friday.
Masters Dry Cleaners
Albert Park, Camberwell, Werribee5pm 2 days prior to collection for following sites.
Click & Collect Locations
VICTORIA
Broadmeadows 9-23 King William Street, Broadmeadows, Vic, 3047
Warrnambool 1/17 Robson Street, Warrnambool, VIC 3280
Colac 6 Hurst Court, Colac VIC 3250
Collection points also available at Masters Dry Cleaners (only available to existing customers utilising these collection points)
Albert Park – 35 Victoria Ave Albert Park
Hawthorn East – 180 Camberwell Road, Hawthorn East
Seddon - 83a Charles Street, Seddon
NEW SOUTH WALES
Albury 555 Nurigong St, South Albury, NSW 2640
SOUTH AUSTRALIA
Adelaide 59 - 63 Stephens Avenue, Torrensville, SA 5031
QUEENSLAND
Cairns 59 - 63 Stephens Avenue, Torrensville, SA 5031
Delivery Only: Click & Collect delivery only option available via our Cairns location at this point in time whilst we finalise our collection point.
How to use Click & Collect
Understanding Invoicing
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The invoice created each week is calculated from the quantity and type of linen and the number of days the linen has been held by the customer.
Invoice value equals:
Item volume x item rate x number of days held
See below for 'How to Read your Invoice'.
Invoices are payable weekly. The invoice value reflects transactions up to and including the prior Sunday.
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Stock reports and invoices are emailed to customers weekly to provide a summary of the linen hire transactions during the prior week.
The stock report is the key report to assist a customer in understanding the invoice value.
See below 'How to read your SPL Invoice'
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All Daily Hire accounts are required to enter into a direct debit agreement.
Once the agreement is in place and the customer transacts during the week direct debits will be processed weekly on a Thursday.
The timing of the direct debit allows every customer to review their invoice and stock report and seek clarification on their invoice if required, prior to the direct debit from the customer's account.
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A stock movement report that shows your usage for the last 7 days and stock on hand will be emailed to you weekly.
Invoices will be issued approximately 1-2 days after each Sunday, which is the end of each billing period.
Monthly you may receive a second invoice which is for the last few days of the month.
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If you are not able to find the answer to your question in this portal you can contact our dedicated Customer Care team. Details at the top of this page.
To support you in having your question answered prior to your direct debit being processed, please contact us prior to each Thursday to ensure that in the event of an adjustment it can be made prior to direct debit of the customer account.
For timely resolution of questions please raise them within 7 days of receiving your invoice.
Reading your invoice
There are 2 charge types on each invoice:
Pick up charge:
The pick-up charge for each item based on the item description (item without “Rental” prefix”)
The pickup charge is calculated based on the number of items you picked up at each collection multiplied by the pickup cost per item.
For example, a pickup cost for a bath towel is $1.20 per item. If you pick up 4 bath towels on Monday and 6 bath towels on Friday, the total pick-up charges for bath towels for that week will be (6+4)*$1.20 = $12.00
Rental charge:
The pick up charge for each item based on item description (item with “Rental” prefix”)
The rental charge is calculated based on the number of days you keep the items at your sites, multiplied with the rental cost per items.
For example, a rental charge for a bath towel is $0.12 per day. If you pick up a bath towel on Monday and return it on Sunday, the rental charge will be $0.12 *7 days = $0.84
Download
Reject Linen
Despite our stringent quality controls, there may be instances where some SPL Linen items have quality flaws.
To facilitate the credit process:
Order a reject linen bag via the Bundle ordering portal. Place the reject linen into the reject bag and return to us.
Email dailyhire@splservices.com.au the Reject Form (PDF).
All items assessed as meeting the criteria for ‘reject’ linen will be credited the pick up price and 3-days rental charges.
Should you have any further questions or need assistance, please do not hesitate to contact us.
Frequently Asked Questions (FAQs)
For any questions, or if you require any additional information, your local Customer Care team is here to support. Please contact them on 1300 038 222 or via email here
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Click, Collect, Return.
1. pre-order your linen online
2. arrange your transport through a list of our preferred suppliers (or your own),
3. collect linen in your selected time slot,
4. use the linen and either return it during your next collection or book a return only slot.
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Each Click & Collect Location has its own collect times. Please review your local collection point below. As we expand this service, we will extend the hours that collection is available.
Melbourne
8am – 5pm Monday to Saturday
Albury
8am - 3pm Monday to Friday
Colac
8am – 3pm Monday to Friday
Warrnambool
8am – 3pm Monday to Friday
Adelaide
8am - 3pm Monday to Friday
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Please review the Click & Collect Locations above.
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Click & Collect ordering is online using our ordering system. Here you select your linen and the day of collection.
For Delivery Orders:
Please place orders at least two days in advance (before 5pm). For example, if you require delivery on Wednesday you will need to submit your order by Monday before 5pm.
For Non-Delivery (Click and Collect Orders):
Orders can be placed up to one day in advance until 5pm.
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There are several options for transport.
You collect the linen
Utilise an SPL transport partner
Engage your own transport provider
Use a combination of all 3
We have negotiated with our SPL transport partners for preferred pricing for our Click & Collect customers.
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Each time linen is collected or returned, you will be asked to sign an SPL Manifest of the transaction. This will list the linen quantities you are collecting and/or returning. It will also show your stock on hand.
If you are using your own driver or an SPL driver, they will sign (on your behalf). This is an important document, and we will invoice you based on these figures.
Please review it carefully before signing. You will also receive a copy via email.
We request that you acknowledge the Manifest document via return email and confirm that you have received the delivery. If we have not heard from you within 12 hours of the delivery, we will assume you agree with the Manifest Document and proceed to invoice.
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Return your soiled linen during your next collection or book a return only slot via our online booking system.
If you have chosen to have your order delivered, our SPL drivers will also pick up your soiled linen at the same time and return it to SPL.
Remember you can return soiled linen at any time during our Click & Collect operating hours. Just book it in so we know when to expect you.
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Our dedicated Customer Care team is available for our Click & Collect customers Monday to Friday 8am to 5pm and Saturday and Sunday 9am to 2pm on 1300 038 222 or via email at clickandcollect@splservices.com.au
Emails are monitored outside of these hours.
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You will only be charged for the length of time you have the linen. We charge a rental price every day commencing on the day you pick up the linen. When you return the linen, the rental charges stop. Daily hire charges are outlined in your service agreement with us.
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Weekly invoices will be issued for the previous weeks linen hire and are subsequently due within 7 days.
If you have set up a direct debit, payment will be taken on the due date.
At the end of the month, you may receive a second invoice to finalise the month’s end.
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SPL’s Click & Collect service works with state-of-the-art RFID technology.
This solution allows us to deliver savings to our customers, as well as support and guidance through data analysis.
The customer reconciliation report (provided to you weekly with your invoice) should answer all of your questions. If not, please ask your dedicated Account Manager or our Customer Care team.
We do require you to report any issues within 7 days of receiving your invoice.
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Let us know as soon as possible by contact Customer Care.
As you are charged a daily rental price until the item is returned you will continue to be charged until we are advised of the loss.
Once you tell us, we will charge as loss of linen and the daily rental charge will stop.
If you are unable to return any items (for any reason), please let us know as soon as possible so we can stop the daily rental charge.
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Sometimes the linen you collect may have some quality flaws despite our quality controls as linen processing is highly automated. You are more than welcome to check the linen with one of our team members before you take it. If you notice the flaw after you have left, then follow this procedure:
Place the flawed linen aside, or in one of the red linen bags which our team can provide you.
Attach SPL’s reject form to the linen bag. This is available via our Customer Resource portal.
Provide the reject linen bag to a Click & Collect team member when you return or pick up your next order.
SPL will review the rejected linen and a credit will be provided as per the reject policy listed in your service agreement with us.
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Your Aged Linen Report is a valuable tool to provide a clear overview of your current stock, including the quantity of items you’ve held and the duration they’ve been in your business.
Your Aged Linen Report will help you easily track these details and gain a better understanding of your linen usage and associated costs.
How to Read Your Report:
Product Column: Displays the items currently onsite.
Days Column: Indicates how long each item has been on your premises.
Important Reminder: All items listed in this report appear on your weekly invoices. If you no longer have any items listed, please let us know so we can update your account, stop the daily hire charges, and issue replacement invoices as necessary.