Welcome to Linen Hub. 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.
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Important Updates
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Lorne Linen Hub is currently offline due to power outages.
To resolve this, we will be connecting the hub to mains power on Tuesday 27 May, with full operation expected to resume from Wednesday 28 May.
Please note there will be a brief downtime on 27 May whilst the power is connecting between 3:00pm and 5:00pm. The hub will not be available for use during this time.We appreciate your patience and understanding as we work to resolve this issue, and we sincerely apologise for any inconvenience caused. To ensure you are able to collect linen in the interim, please utilise the hub between 12:00pm and 5:00pm to ensure you can gain access.
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Temporary Closure of Broadmeadows Linen Hub - Click & Collect Still Available
As we continually advance our Linen Hub technology, we are writing to inform you that our Broadmeadows Linen Hub will be temporarily closed for an upgrade. This upgrade is part of our ongoing efforts to enhance our service and provide you with an even better experience.
During this time, you will still be able to conveniently utilise our Click & Collect service at the same location. If you are a Broadmeadows Linen Hub customer you will receive an email with login details for our online ordering platform - Bundle, which will allow you to order online and book a collection time in addition to information about using the Click & Collect service.
Thank you for your cooperation and understanding as we work to improve our Linen Hub service. If you have any questions or need assistance, please don't hesitate to contact us.
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Our team is working hard to keep our Mobile Linen Hubs stocked with linen, as demand increases over the holiday period. We are monitoring stock movement and regularly refilling & clearing soiled returns. If you have any questions in relation to our Mobile Hubs please contact our Customer Care team.
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We are pleased to announce the expansion of Daily Hire with the opening of our newest Linen Hub, located at 6/93 Murradoc Road, Drysdale VIC 3222.
Our new hub is designed to serve local businesses and accommodations, providing seamless access to premium linen services in the area.
Our Drysdale Linen Hub location features:
Click & Collect
Click & Deliver
Conveniently located, our Drysdale hub is committed to serving the local community and surrounding areas, offering a reliable, efficient, and cost-effective linen solution.
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View the image below for the access map into our newest Linen Hub!
Located at: Unit 4060, 2 Salmon St, Port Melbourne VIC 3207
7-Day Week Customer Care
We’re committed to providing exceptional support to our customers, 7 days a week. Here’s a quick overview of our customer care and technical support hours:
Customer Care Hours:
Monday to Friday: 8:00 AM – 5:00 PM
Saturday, Sunday & Public Holidays:9:00 AM – 2:00 PM
Technical Support Hours:
Monday to Friday: 9:00 AM – 5:00 PM
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Email
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.
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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.
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Should you need additional assistance the following escalation points area available here.
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To streamline our support process, we kindly ask that you submit a request related to:
aged linen
stock movement
stock on hand
billing support
Submit a Daily Hire Support Ticket
Submitting requests this way will help us manage and respond to your enquiries as efficiently as possible.
Linen Hub Locations
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Broadmeadows 9-23 King William Street, Broadmeadows, Vic, 3047
Drysdale 6/93 Murradoc Road, Drysdale VIC 3222
Anglesea 17 Diggers Parade, Anglesea VIC 3230
Apollo Bay Arthur Court, Apollo Bay VIC 3233
Lorne 3 Beaurepaire Drive, Lorne VIC 3232
Rosebud 14 Jennings Court, Capel Sound VIC 3940
Sorrento 102 Ocean Beach Road, Sorrento VIC 3943
Warrnambool 1/17 Robson Street, Warrnambool, VIC 3280
Colac 6 Hurst Court, Colac VIC 3250
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Albury 555 Nurigong St, South Albury NSW 2640
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Cairns 13 - 17 Dutton Street, Portsmith QLD 4870
Port Douglas 9-11 Teamsters Cl, Craiglie QLD 4877
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Adelaide 59 - 63 Stephens Avenue, Torrensville SA 5031
Online Ordering
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Here you will find the link to access your online customer portal along with a PDF user guide.
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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
12noon the day prior to collection. Monday to Saturday.
Delivery: Please place orders at least two days in advance (before 12 noon). For example, if you require delivery on Wednesday you will need to submit your order by Monday before 12 noon.
Cairns / Port Douglas
Cairns Delivery only: Please place orders at least two days in advance (before 12 noon). For example, if you require delivery on Wednesday you will need to submit your order by Monday before 12 noon.
Port Douglas Click & Collect
12 noon two days day prior to collection. Monday, Wednesday, Friday only.
Colac
12noon the day prior to collection. Monday - Friday only.
Drysdale
12noon the day prior to collection. Monday - Saturday only.
For orders on a Monday cut of time is 12 noon Saturday.
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.
How to use the Self Serve Linen Hub
How to use Click & Collect / Deliver
Understanding Invoicing
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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
Video
We have a great resource video here which explains invoicing in greater detail.
Download
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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.
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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.
Reject Linen
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Despite our stringent quality controls, there may be instances where some SPL Linen items have quality flaws.
To facilitate the credit process:
Place the reject linen into a reject linen bag and return to the hub.
Complete an online reject linen form.
Return the rejected linen on the day you have picked it up.
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.
Helpful Resources
Hospitality Resources
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
Self Serve Linen Hub
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Using a unique ID Card you will have access to the Linen Hub 24 hours a day, 7 days a week to choose the linen you need. The Hub will automatically display the number of linen items you are taking on screen before you leave. When you have finished with the linen, simply place it in the return chute (and collect freshly laundered linen for your next booking, if needed). It’s that simple!
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The Linen Hub is not available from 11pm - 5am.
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SPL Customer Care is available for our Linen Hub customers Monday to Friday 8am to 5pm and Saturday and Sunday 9am to 2pm on 1300 038 222 or via email at dailyhire@splservices.com.au
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Our delivery schedule is by demand. The Linen Hubs use RFID technology so we know exactly what linen is moved in and out of the Hub each day. The stock levels are monitored to ensure that we never run out of linen and if a Hub has a higher than usual use and stock levels are getting low, we will endeavour to schedule extra deliveries. Our priority is to ensure all items are always available.
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If something doesn’t look right when you are in the Hub, we will not automatically invoice you for the linen you take. We will receive an alert that shows you attended our Linen Hub, and something went wrong. Sometimes this can be a human error, or it could be something else. We will investigate this using the camera footage from the Hub and the scanning records, and we’ll let you know why it happened.
If you think it may have been a human error whilst checking out, such as leaving the doors open between the Clean Linen room and the scanning point, we ask you to please re-visit how the Linen Hub works here and follow the instructions of use for linen pick up and scanning at the Hub. We will issue you with a manual invoice for the linen you picked up at this time. We will also calculate the rental period based on the average length of hire in your area.
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Weekly invoices will be issued for the previous weeks linen hire (every Monday) 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.
Video: Watch the ‘How to read my Linen Hub invoice’ above.
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You can nominate to receive a summary report or a full customer reconciliation report with your invoice when you set up an account. You can change this at any time by contacting SPL customer care.
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Let us know quickly! 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 you know so we can stop the daily rental charge. This is obviously something we would both like to avoid. If we can assist your team in any way to ensure and encourage linen returns, please let our service teams know.
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Replacement Price (25/01/2023)
Linen Bag $5.00
Tea Towel $2.00
Face Towel $2.00
Bathmat $10.00
Hand Towel $4.00
Bath Towel/Sheet $15.00
Pool Towel $15.00
Pillowcase Standard $5.00
Pillowcase King $5.00
Sheet Single $24.00
Sheet Queen $24.00
Sheet King $24.00
Top Sheet Single $34.00
Top Sheet Queen $34.00
Top Sheet King $34.00
Doona Cover Single $55.00
Doona Cover Queen $55.00
Doona Cover King $55.00
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Sometimes linen with quality flaws can be placed in the Hub despite our quality controls as linen processing is highly automated. If you see this prior to checking out, please place the flawed linen in the reject basket provided in the Clean Linen room of the Hub. If you notice the flaw after you have left the Hub, then follow this procedure:
Place the flawed linen in our red linen bags provided in the Hub.
Attach SPL’s reject form to the linen bag.
Place the reject bag in the returns chute.
SPL will review the rejected linen and a credit will be provided as per the reject policy listed in your service agreement with us.
Click & Collect / Deliver
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Click & Collect allows you to pre-order your linen online, choose a pickup time, and collect it from your nearest Linen Hub. When you’re done, return the soiled linen and exchange it for freshly laundered stock if needed.
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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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We provide a delivery service for customers from locations where we offer Click & Collect / Deliver services.
Speak with our team about delivery days and costings for your region.
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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.