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What is the policy on damaged / missing items?
What is the policy on damaged / missing items?
Laurel Hess avatar
Written by Laurel Hess
Updated over a week ago

We are proud of our proactive loss protection policy. In the rare event that something is missing or damaged, we will work with you to ensure that we can make it right.

If the item is damaged, please send photos to our Support Squad via the support chat feature of the app, or by emailing [email protected] an item is damaged or lost, we will reimburse you up to the full value of the item in accordance with our terms and conditions.

Damages related to normal wear and tear will not be covered, including:

  • Color fading

  • Shrinkage

  • Button damage

  • Piling

hampr is not liable for damage caused due to incorrect preferences set by the member (i.e. washing something on hot when it should have been washed on cold, etc.). hampr is not liable for damage caused due to foreign items left in hamprs as hamprs are not pre-sorted or inspected before washing.

In order to receive reimbursement, any missing or damaged item must be reported to our customer experience team within seven (7) days of the delivery of the order. In the event of a lost item, we will attempt to recover the item. If the item is not recovered ten (10) days after the initial report of the incident, the item will be considered lost and the proper steps will be taken in accordance with our terms and conditions.

Please note that telling your washr is not a means of reporting a missing or damaged item and will not be covered by hampr. You must notify us via chat support through the app.

Exceptions to our missing item policy include:

  • Socks

  • Loose items in pockets or the hampr bag such as keys, toys, cufflinks, AirPods or similar devices, money, wallets, jewelry, watches, credit/debit cards, etc.

hampr is not liable for any such items.

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