- FAQ

 

Perguntas mais frequentes

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Perguntas gerais

1Esqueci-me de uma coisa num hotel, como é que a recupero?
A primeira coisa a fazer é contactar o hotel e perguntar se o encontraram. Se sim, então visite o nosso sítio Web e preencha o formulário. Nós tratamos de tudo o resto.
2Quanto tempo demora a receber o meu artigo?
Isto dependerá do seu endereço de entrega e do serviço selecionado. Podemos fazer com que o seu artigo seja enviado durante a noite se viver numa grande cidade, caso contrário, a entrega pode demorar até cinco dias úteis. Isto depende também do hotel, se tiver a encomenda pronta quando o nosso motorista chegar para a recolher.
3O meu número de rastreio não está a funcionar
O processo de rastreio só terá início depois de o artigo ter sido recolhido e digitalizado pela transportadora (UPS, DHL, etc.). Depois de ter sido digitalizado, o número de rastreio ficará ativo. Se o seu número de seguimento não estiver ativo no prazo de 24 horas num dia de semana ou numa segunda-feira após um fim de semana, recomendamos que nos contacte e investigaremos o motivo pelo qual a sua recolha foi atrasada.
4Não consigo localizar o meu hotel na vossa lista
Contacte o nosso serviço de apoio em [email protected] para chamar a nossa atenção para este problema e iremos resolvê-lo de imediato
5Estou a ver muitos hotéis com o mesmo nome
Por favor, consulte o destino. Não é raro encontrar hotéis com o mesmo nome. É raro encontrar hotéis com o mesmo nome no mesmo destino (cidade ou aldeia). Por isso, preste atenção à informação sobre a cidade.
6Como posso contactar a Deliverback se precisar de mais assistência?
O nosso serviço de apoio está disponível nos dias úteis das 08:00 às 16:00 CET (hora da Europa Central). Os nossos dados de contacto são: 📞 +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.
10How can I modify the details of my order?
If you entered incorrect details (e.g. email, phone number, delivery address, or other information) when placing your order, please contact our Support team immediately.

How to proceed:
  1. Send us an email at [email protected] as soon as possible.
  2. In your message, please include:
  • Order number
  • The incorrect details (e.g. email, phone number, address)
  • The correct details that need to be updated


Why this is important:
Timely notification is essential so we can adjust your order before it is shipped. If the parcel has already been dispatched, our ability to make changes will be limited.
👉 Therefore, if you notice any mistake, please contact us right away so we can correct your order.

Itens perdidos e envio

1O que acontece se me esquecer da minha carteira?
O envio da carteira não será um problema. O problema é que não nos é permitido enviar dinheiro ou equivalente (incluindo cartões de crédito). Neste caso, o dinheiro terá de ficar no hotel para ser guardado e nós enviaremos a carteira com o resto do conteúdo. Os cartões de crédito também não podem ser enviados. Terão de ser cancelados e reemitidos no seu banco local.
2Malas e sacos
A Deliverback também o pode ajudar a enviar bagagens e malas. No entanto, é preciso deixar claro que as transportadoras têm regras e regulamentos específicos sobre o que pode e o que não pode ser enviado. Para obter mais informações sobre a lista de itens que NÃO podem ser enviados, consulte [aqui](https://www.ups.com/gb/en/help-center/shipping-support/prohibited-items.page) Se estes sacos contiverem líquidos ou outros artigos classificados como perigosos ou proibidos, devem ser retirados pelo pessoal da transportadora antes de serem enviados. Pode tratar-se de um spray, de um perfume, de uma powerbank, etc.
3Os serviços aduaneiros estão a pedir-me para pagar direitos de importação
Em alguns países, determinados artigos (por exemplo, produtos electrónicos) podem estar sujeitos a direitos de importação. O destinatário terá de pagar esses direitos e nós não temos forma de saber antecipadamente qual será esse custo, sobretudo porque se trata de artigos usados e é muito difícil determinar o seu valor. É praticamente impossível para a deliverback conhecer as regras e regulamentos sobre direitos de importação e tarifas para cada país do mundo, por isso sugerimos que se informe junto das autoridades locais antes de proceder ao envio.
4O meu artigo foi perdido pelo estafeta
Na rara ocasião em que um artigo seja perdido pela transportadora, reembolsaremos o custo do envio e a transportadora indemnizá-lo-á até $100. Cada transportadora tem requisitos e processos diferentes para efetuar o reembolso. O nosso serviço de apoio ajudá-lo-á a tratar do processo.
5Podem enviar-me o meu artigo por correio eletrónico?
Claro que podemos! Desde que viva numa grande área metropolitana e se tenha esquecido o artigo num hotel de uma grande cidade e que recebamos a sua encomenda até às 12:00 horas. Aplicam-se condições.
6Posso enviar jóias?
Sim, podemos enviar jóias, desde que o seu valor seja até $5,000(USD) e que declare o seu valor ao efetuar a encomenda.
7Posso fazer um seguro do meu artigo?
Sim, é possível. E deve fazê-lo, se o artigo enviado for caro. Será cobrado um prémio muito acessível para além dos custos de envio. Para mais informações, contacte o nosso serviço de apoio em [email protected].
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:

Aeroporto 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.