If you’ve discovered damage to one of your items after service, we want to know about it right away. Poplin covers damage that results from negligence or improper wash, dry, or fold care, and our team carefully reviews each claim to determine what happened and how we can make it right.
While damage is uncommon, we take every report seriously. Here's what you can expect:
Step 1: Tell Us What Happened
Within 14 days of delivery, complete and submit a Damaged Items Form.
You’ll be asked to describe what went wrong and upload a few clear photos — including one of the care tag(s) if possible. The more details you share, the easier it is for us to review your claim quickly.
Step 2: We'll Investigate
Upon receiving your completed form, specialized Poplin Concierge will get to work reviewing your photos and notes to assess what went wrong. You'll hear back from us within 48 hours with an update.
Step 3: Choose Your Reimbursement Option
Any items that qualify for compensation will appear in a personalized link, where you can choose how you’d like to be reimbursed — up to your Poplin Protection Plan limits:
Cash reimbursement (with proof of repurchase), or
Poplin account credit (with or without a receipt).
Your link stays active for 45 days after your order’s delivery, giving you plenty of time to decide. We’ll handle the rest once your selections are submitted.
What We Can't Cover
There are a few situations where Poplin isn’t able to offer coverage for damaged items. While we always do our best to make things right, some types of damage fall outside what our policy can cover and aren’t eligible for reimbursement. These include:
Pre-existing stains or marks that were present before we picked up your order,
Damage caused by objects left in pockets (such as pens, gum, or cosmetics),
Normal wear, fabric aging, or weak seams that come apart through regular use, and
Items labeled “dry-clean only,” as Poplin is a wash-dry-fold service and not equipped for dry cleaning.
We know it’s disappointing when an item doesn’t come back as expected, and we'll always take the time to review your report carefully. These limits simply help ensure fairness and consistency for everyone.
Helpful Tips
We know your items matter to you, and we want every order to come back perfectly. A few quick steps before pickup can go a long way toward preventing damage or disappointment:
Check your pockets before sending your laundry. Removing items like pens, keys, lighters, make-up, or small candies can help prevent stains or damage during washing.
Include clear care instructions for delicate or specialty items. When placing your order, select "delicate" to indicate items which require a gentler wash and "hang-dry" for items that shouldn't go into the dryer. You can also message your Pro directly to provide specific instructions: the more detail you provide, the easier it is for your Laundry Pro to handle your garments correctly.
Separate and label items that require air drying or other special treatment so they’re easy to identify.
Double-check care tags for any “dry-clean only” labels, as Poplin’s wash-and-fold service isn’t suited for those items.
A little extra care before pickup helps your Laundry Pro protect your garments — and ensures the best possible results every time.
We're Here for You
If you have any questions or need a hand with your claim, our Concierge Team is always here to help.
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