FAQ
Frequently asked questions
What we need to begin, how a venue releases an item, what can and cannot be shipped, and what it costs. If your question is not here, send the details and we will answer it directly.
Questions before you start
Lost items
Not at that stage. We begin once a venue has confirmed that it holds your item. Contact the venue’s official lost-property team first and ask for written confirmation, then start your return.
Message the venue directly and ask them to confirm in writing that they have your item. Once they have, send us the details and we will arrange the collection and the return.
There is nothing we can do once an item is no longer held. This is why the written confirmation matters, and why contacting the venue early matters.
How it works
What the item is, which venue holds it, when it was left, and any reference the venue has given you. We do not ask for identity documents in the initial form.
Most venues release an item only to an authorised representative, and each sets its own conditions. We ask the venue what it requires, then confirm with you whether those conditions can be met before a collection is arranged.
Then we cannot collect it. We will tell you that plainly rather than keep a case open, and we do not charge for a collection that cannot happen.
We do not guarantee a timeframe. It depends on the venue’s own process, the carrier and, for a cross-border return, customs. We tell you what stage your case has reached rather than estimating.
Trust
No. We are an independent service with no official affiliation to any airport, airline, hotel or authority. The venue holding your item remains in control of it until it decides to release it.
No. We have no relationship with Airbnb or any other booking platform. We mention short-stay rentals because that is where many items are left; the arrangement is always with the individual host or property.
Each stage is confirmed in writing: the stage the return has reached, what the venue or carrier has confirmed, what we are waiting on, and the next action. Where the carrier issues tracking, we pass it on.
Packing, shipping and customs
It depends on the item and the carrier. Lithium batteries, liquids and high-value goods carry restrictions, and suitability is reviewed before a case is accepted. Some items cannot be sent at all.
Conditionally. It depends on the destination, the item, customs requirements and whether the carrier will accept it. We check that for your case before anything is collected.
That is decided by the destination country, not by us. A return may require a customs declaration and can attract duties or be held for inspection.
Not by default. If cover is needed it has to be agreed separately and in writing before dispatch.
Pricing and payment
A quote depends on the item, where it is held, the packing it needs and the destination. We confirm the price in writing before anything is collected, so you agree it before it happens.
We ask for no payment before your item is in our hands. If a collection turns out not to be possible, there is nothing to pay for it.
If an airport charges a storage fee while your item is waiting, we pay it on your behalf and pass it on at cost, with the receipt.