- 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])
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.

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.
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:

Athens International Airport (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.