- PREGUNTAS FRECUENTES

 

Preguntas frecuentes

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Cuestiones generales

1Olvidé algo en un hotel, ¿cómo puedo recuperarlo?
Lo primero que debes hacer es contactar al hotel y preguntar si encontraron tu objeto. Si lo tienen, visita nuestra página web y completa el formulario. Nosotros nos encargamos del resto.
2¿Cuánto tiempo tarda en llegar mi objeto?
Esto dependerá de tu dirección de entrega y el servicio que selecciones. Si vives en una gran ciudad, podemos enviar tu objeto en 24 horas. De lo contrario, el envío puede tardar hasta cinco días hábiles. También depende del hotel, ya que deben tener el paquete listo cuando nuestro conductor llegue para recogerlo.
3Mi número de seguimiento no funciona
El proceso de seguimiento no se iniciará hasta que el artículo haya sido recogido y escaneado por el transportista (UPS, DHL, etc.). Una vez escaneado, se activará el número de seguimiento. Si su número de seguimiento no está activo en 24 horas en un día laborable, o un lunes después de un fin de semana, le recomendamos que se ponga en contacto con nosotros e investigaremos el motivo por el que se ha retrasado la recogida.
4No puedo localizar mi hotel en su lista
Póngase en contacto con nuestro servicio de asistencia en [email protected] para informarnos y lo solucionaremos al instante.
5Estoy viendo muchos hoteles con el mismo nombre
Fíjese en el destino. No es raro encontrar hoteles con el mismo nombre. Es raro encontrar hoteles con el mismo nombre en el mismo destino (ciudad o pueblo). Así que preste atención a la información de la ciudad.
6¿Cómo puedo contactar con Deliverback si necesito más ayuda?
Nuestro servicio de asistencia está a su disposición los días laborables de 08:00 a 16:00 CET (hora central europea). Nuestros datos de contacto son: 📞 +30 2108907000 ✉️ [[email protected]](mailto:[email protected])
7Estimated price for a shipment from Greece to Europe or USA
Estimated Shipping Costs from Greece to Europe or the USA
Shipping prices vary depending on the destination, postal code, package dimensions, and weight. However, here are some general price ranges to help you estimate:

Europe
  • Up to 2 kg: from €50
  • 2–5 kg: €55–€70
  • 5–10 kg: €70–€100
  • 10+ kg: from €100 and up
USA
  • Up to 2 kg: from €70
  • 2–5 kg: €80–€110
  • 5–10 kg: €110–€150
  • 10+ kg: from €150 and up
Please note: These are estimated prices. The final cost depends on the destination's postal code and the exact dimensions of the package.
To check the exact shipping cost, please visit: orders.deliverback.com
8When I select a business name the platform says that it doesn’t have the required info. What can I do?
Trouble Adding a Business?
When you add a new business to initiate a pickup request through Deliverback, we need to have complete and accurate address details for the location. If the business does not appear correctly or you're seeing an error, please:
  • Manually enter the full name, address, and any other relevant information about the business.
  • Include any helpful details such as the city, postal code, and phone number (if available).
Our team will then investigate why the business is not showing up properly on the form. Once the issue is resolved, we will send you a personalized link to continue the process.
Please note: If the business is located in an area not currently supported by Deliverback, we will inform you accordingly.
Thank you for your patience and for using Deliverback!
9Packaging That Makes a Difference – How We Help Hotels and Airports Return Lost Items with Care
✦ What we do for hotels:
When a hotel works with Deliverback, we handle the entire lost & found return process. That includes:
  • Clear instructions on how to pack the item securely.
  • Shipping materials, if needed (boxes, protective fillers, etc.).
  • Prepaid shipping label and a scheduling link for courier pickup directly from the hotel.
  • The courier arrives at the hotel to collect the package, requiring no extra effort from hotel staff.
This way, the front desk stays focused on service – and the guest receives a seamless return experience.

✦ What we do for airports: Airports are a different story. Due to security restrictions, couriers cannot access Lost & Found areas directly. Instead of asking airport staff to handle packaging themselves, we work with local partners (such as airport service providers or logistics handlers) who:
  • Pick up the item from the Lost & Found area.
  • Package the item safely using our detailed guidelines.
  • Attach the prepaid label provided by Deliverback and hand it off to the shipping company.
The airport team doesn’t need to spend time on wrapping or organizing shipments – our local network takes care of everything, quickly and professionally.

Objetos perdidos y envío

1¿Qué pasa si me olvido la cartera?
El envío de la cartera no será un problema. El problema es que no se nos permite enviar dinero en efectivo o equivalentes (tarjetas de crédito incluidas). En este caso, el dinero tendría que quedarse en el hotel para su custodia y nosotros enviaríamos la cartera con el resto de su contenido. Tampoco se permite el envío de tarjetas de crédito. Deberá anularlas y volver a emitirlas en su banco local.
2Equipaje y bolsas
Deliverback también puede ayudarte con el envío de maletas y bolsos. Sin embargo, hay que dejar claro que los transportistas tienen normas y reglamentos específicos sobre lo que se puede y no se puede enviar. Para más información sobre la lista de artículos que NO se pueden enviar, consulte [aquí](https://www.ups.com/gb/en/help-center/shipping-support/prohibited-items.page) Si estas bolsas contienen líquidos u otros artículos clasificados como peligrosos o prohibidos, serán retirados por el personal del transportista antes de ser enviados. Podría tratarse de un spray, un perfume, una powerbank, etc.
3La aduana me pide que pague derechos de importación
En algunos países, algunos artículos (por ejemplo, los electrónicos) pueden estar sujetos a derechos de importación. Esto es algo que usted, el destinatario, tendrá que pagar, y no tenemos forma de saber de antemano cuál será este coste, sobre todo porque se trata principalmente de artículos usados y determinar su valor es muy difícil. Es prácticamente imposible que deliverback conozca las normas y reglamentos sobre derechos de importación y aranceles de todos los países del mundo, por lo que le sugerimos que se informe con las autoridades locales antes de proceder al envío.
4El servicio de mensajería ha perdido mi artículo
En el raro caso de que el transportista pierda un artículo, le reembolsaremos el coste del envío y el transportista le compensará hasta $100. Cada transportista tiene diferentes requisitos y procesos para completar el reembolso. Nuestro servicio de asistencia le ayudará a gestionar el proceso.
5¿Puede enviarme el artículo por correo?
¡Claro que podemos! Siempre que viva en una gran área metropolitana y haya olvidado su artículo en un hotel de una gran ciudad y recibamos su pedido antes de las 12:00 horas. Se aplican condiciones.
6¿Puedo enviar joyas?
Sí, podemos enviar joyas, siempre que su valor sea de hasta $5.000(USD) y usted declare su valor al realizar el pedido.
7¿Puedo asegurar mi artículo?
Sí, puede hacerlo. Y debería, si el artículo enviado es caro. Se cobrará una prima muy asequible además de los gastos de envío. Póngase en contacto con nuestro servicio de asistencia en [email protected] para obtener más detalles.
8I can't find the business in your shipping form. What can I do?
If you can't find your business in the form, please click on the "Can't find the business?" field and provide us with all the necessary details (name, address, contact information, telephone.). Our team will review the information and make sure the business is added as soon as possible.
9The airline lost my luggage. What can i do?
Regarding Lost Luggage
Please note that Deliverback does not handle cases related to lost luggage from airlines.
If your luggage was lost during your flight or did not arrive at your destination, you will need to contact your airline directly or visit the airport's lost and found desk to report the issue and receive further assistance.
Thank you for your understanding.
10I lost my item in a location that I don't see in your dropdown list. What can I do?
Location Not Listed?
If you can’t find the location where you lost your item in the dropdown list, please click on “Can’t find the business?” and manually enter the name of the location.

Then, provide us with as many details as possible, including:
  • Name and address of the business or place
  • Description of the lost item
  • Date and time it was lost
  • Any additional helpful information
Our team will then contact the business directly on your behalf to help locate your lost item.
Thank you!
11Lost an Item in an Airbnb? Here's What to Do:
Think Back to Where You May Have Left It
  • Try to recall the last time you used or saw the item.
  • Double-check your luggage, drawers, or other places it might be.

    • Message the Host
    Send a message through Airbnb with:
    • A clear description of the item
    • Where you think you left it
    • Your check-in and check-out dates

    Also ask:
    • If the item has been found
    • If they are able to package the item and print shipping documents
    3. If the Host Agrees:
    - Go to our order form
    - Fill in the details so we can handle the pickup and shipping for you
    Thank you!

Airport Claims

1How can I cancel my claim request?
Please contact [email protected] to request a cancellation of your claim. Have in mind that the claim process includes the search of your lost item. Thus if you cancel your claim our team will stop the process of searching to verify if your lost item was found. Cancellations can only be accepted in the first 2 hours of your registered claim, since our team will start immediately search and contact the lost and found departments of the associated airports.
2I started a search for their lost item and now want to cancel it. What can I do?
No problem — if you’d like to cancel your search request for a lost item, please reply with your tracking code or let us know the email you used to submit the request, and we’ll take care of it for you. Send an email to [email protected] and within 24 Hours will reply to your request.
3Can I get a refund for my claim if I cancel it?
If you cancel within 24 hours you will receive a 100% refund. Send an email to [email protected] and we will answer within 24 hours. For more information about refunds please visit refund policy portal. If this was a mistake or you need help with something else, just let us know! Thank you.
4I would like to Update a Claim
To update your claim, please provide your tracking code or the email you used to submit the request, and let us know what you'd like to change. (e.g., item description, contact details), and we’ll take care of it for you. Please send an email to [email protected] and within 24 Hours will reply to your request.
5How can I Check the Status of a Claim?
You can check the status of your claim by providing your claim number or the email address you used. Please send an email with the above information to [email protected] We’ll send you an update right away. Thank you.
6I already contacted the lost and found department at the airport and located my item. Do I need to create a claim?
Already Located Your Item?
If you’ve already contacted the airport’s lost and found department and your item has been located, you do not need to create a claim through Deliverback.
Instead, you can directly submit a shipment request so we can arrange the pickup and delivery of your item.

👉 Please visit orders.deliverback.com and fill in the shipment form.
📍 Important: At this time, we only handle pickups from airports located in Greece.
If you need help completing the form or have any questions, feel free to reach out to us at [email protected].
7An Airport is not listed in the dropdown menu of the claim form. What can I do?
Airport Not Listed in the Dropdown Menu?
If the airport where you lost your item is not listed in the dropdown menu, please send us the following information:
  • Full name of the airport
  • City and country
  • Details about the lost item (description, date/time lost, terminal/gate if known)
Our team will review the information and, if the airport is not yet listed, we will add it to our system.
If we are able to assist with the search at that location, we will send you a personalized link to submit your claim through Deliverback.
Thank you for your patience and cooperation!
8Airport Services: Where We Offer Pickup & Shipping – and Where We Don’t (Yet)
At Deliverback, we specialize in helping travelers recover lost items easily, even after they’ve left the airport. However, our level of service depends on the location and the partnerships we have in place.
✅ Full Support – Pickup, Packaging & Shipping
We currently offer complete service (including item pickup, packaging, and international shipping) in collaboration with the following Greek airports:

Aeropuerto Internacional de Atenas (ATH) Heraklion (HER)
And all 14 regional airports managed by Fraport Greece:
  • Thessaloniki (SKG)
  • Corfu (CFU)
  • Chania (CHQ)
  • Kefalonia (EFL)
  • Zakynthos (ZTH)
  • Aktion (PVK)
  • Kavala (KVA)
  • Rhodes (RHO)
  • Kos (KGS)
  • Mykonos (JMK)
  • Santorini (JTR)
  • Skiathos (JSI)
  • Samos (SMI)
  • Lesvos/Mytilene (MJT)

We work with local partners at these airports who:
  • Locate and collect the item
  • Package it according to safety standards
  • Ship it directly to the traveler’s address


🌍 International Airports – Item Search Only
At airports outside Greece, we currently only support the item search process.
This includes:
  • Helping travelers submit a lost item request
  • Following up with the local Lost & Found department

However, we do not yet offer pickup, packaging, or shipping services from international airports, as access and operations depend on local regulations and partnerships.
We are actively working to expand our global network of airport partners to offer full support in more locations soon.