We're sorry to hear your luggage was damaged while in storage. Here's what you need to do.
1. Document the damage immediately
Take clear photos of the damaged item before leaving the store. The more detail the better — close-ups of the specific damage, and the item as a whole.
2. Contact ecbo cloak support
Report the damage via support chat as soon as possible with your reservation ID, the store name, and your photos. Delays in reporting may affect your case.
3. Insurance review process
All damage claims are submitted to our insurance partner (Tokyo Marine & Nichido) for independent review. Compensation of up to 100,000 yen per item (based on depreciated value) may be applicable if the claim is approved.
What is not covered:
Items on our prohibited items list (cash, valuables, jewellery over 300,000 yen, documents, etc.)
Pre-existing damage that was present before check-in
Damage caused by the contents of the luggage itself (e.g. liquids leaking)
Normal wear and tear
Damage to items packed inside luggage that was not declared at check-in
ecbo cloak acts as a platform connecting users with store partners. The store is responsible for the safe handling of luggage during storage. ecbo cloak will investigate all reported incidents and take action with the store accordingly.