Missing an Item From Your Order? Here’s What to Do

We’re so sorry to hear that something may be missing from your laundry order — we know how important your items are, and we’re here to make it right. 

If an item ever goes astray (which, thankfully, is rare!), we'll move quickly to locate your items or make it right through the Poplin Protection Plan. Here's how it works:

Step 1: Tell Us What’s Missing

Start by filling out our Missing Item Form within 14 days of order delivery.
You’ll be asked to list the missing item(s) and share a few helpful details — like color, brand, size, or any identifying features. The more information you provide, the faster we can help track things down. 

Step 2: We’ll Begin the Search

Once you’ve submitted your report, we’ll take it from there. Our team will reach out to your Laundry Pro and start tracing things right away. Most missing pieces pop up fast, and if yours does, we’ll contact you right away to get it back in your hands.

Step 3: Poplin Protection Plan (if needed)

If, after 5 days of searching, we’re unable to locate your item(s), you’ll be covered under the Poplin Protection Plan. At that time, we'll request that you use a personalized link to request reimbursement, up to your selected plan limits. You can choose from:

• Cash reimbursement (with proof of repurchase), or

• Poplin account credit (with or without a receipt).

Your link will stay active for 45 days from your order’s delivery date, so there’s no rush — we’ll make sure you’re taken care of.

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Helpful Tip

It’s common for items to reappear at home — we recommend checking shared hampers, laundry baskets, closets, or that favorite “laundry chair” before submitting a report.

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We’re Here for You

Our Concierge Team is available every step of the way. If you have any questions or just want an update, reach out anytime — we’re here to make this right.