In the unlikely event that an item is not delivered back to you, please let us know immediately by following these steps:
Click 'help' on the Laundryheap app.
Select the relevant order in your order history.
Select 'Submit a complaint' > 'I am missing an item'.
Enter as much detail as possible and include an image of the item.
Missing items must be reported to our team within 48 hours of the order delivery, and all claims are reviewed on a case-by-case basis.
Once you've submitted your complaint, Laundryheap's customer service team will work to resolve this as quickly as possible for you, aiming to send their first response in under 24 hours.
They will investigate with our partner facility and logistic teams to review the steps taken during your laundry journey including areas such as itemisation, internal records, CCTV, and any other relevant internal conversations or documentation available.