- FAQ
Frequently Asked Questions
If you don't find an answer to your question here, just drop us a message!
General Questions
1I forgot something at a Hotel, how do I get it back?
The first thing you need to do, is contact the hotel and ask if they found it. If they have, then visit our website and fill out the form. We do everything else.
2How long does it take to receive my item?
This will depend on your delivery address and the service you selected. We can have your item shipped overnight if you live in a big city, otherwise it can take up to five business days for the delivery. This depends also on the hotel if they have the package ready when our driver arrives for the pickup.
3My tracking number is not working
The tracking process will not start until the item has been picked up and scanned by the carrier (UPS, DHL, etc.). Once it has been scanned, the tracking number will be active. If your tracking number is not active within 24 hours on a weekday, or on a Monday after a weekend, we recommend you contact us and we will investigate on the reason why your pickup has been delayed.
4I can’t locate my hotel on your list
Please contact our support desk at [email protected] to bring this to our attention and we will fix this instantly
5I am seeing many hotels with the same name
Please look at the destination. It’s not rare to find hotels with the same name. Its is rare to find hotels with the same name at the same destination (city or village). So pay attention for the city info.
6How can I contact Deliverback if I need further assistance?
Our support desk is available to you on weekdays from 08:00 am – 16:00pm CET (central European time).
Our contact details are:
📞 +30 2108907000
✉️ [[email protected]](mailto:[email protected])
Lost Items & Shipping
1What happens if I forget my wallet?
Shipping the wallet will not be a problem. The problem is we are not allowed to send cash or cash equivalents (credit cards included). In this case, your cash would have to remain at the hotel for safekeeping and we will ship your wallet with the rest of its contents. Credit cards are also not allowed to be shipped. They would need to be cancelled and reissued at your local bank.
2Luggage & bags
Deliverback can also help you with shipping luggage and bags. However, we need to make make clear that carriers have specific rules and regulations on what can and can’t be shipped.
More info on the list of items NOT allowed to be shipped can be viewed [here](https://www.ups.com/gb/en/help-center/shipping-support/prohibited-items.page)
If these bags contain liquids or other items that are classified as dangerous or forbidden, they would be removed by the carrier personnel before being forwarded. This could be a spray, a perfume, a powerbank etc.
3Customs are asking me to pay import duties
In some countries, certain items (i.e. electronics) might be subject to import duties. This is something you – the recipient, will have to pay, and we have no way of knowing beforehand what this cost will be, especially because these are primarily used items and determining their value is very hard. It’s practically impossible for deliverback to know the rules and regulations on import duties and tariffs for every country in the world, so we suggest you inquire with you local authorities before proceeding with the shipping.
4My item has been lost by the courier
In the rare occasion that an item is lost by the carrier, we will refund you the cost of shipping and the carrier will compensate you up to $100. Each carrier has different requirements & processes to complete the refund.
Our support desk will help you handle the process.
5Can you overnight me my item?
We sure can! Provided you live in a large metropolitan area and you forgot your item in a hotel in a large city and we receive your order by 12:00 noon.
Conditions apply.
6Can I send jewellery?
Yes, we can ship jewellery, provided their value is up to $5,000(USD) and you declare its value when placing the order.
7Can I insure my item?
Yes, you can. And you should, if the item shipped is expensive. A very affordable premium will be charged on top of the shipping charges. Please contact our support desk at [email protected] for more details.
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.
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.