Frequently Asked Questions

BelongBack is a professional management service for lost property claims. We are neither a courier company nor an automated middleman. Our human team investigates each case, files formal claims with the relevant entity (airport, airline, hotel, station, city hall...), conducts follow-up calls, mediates across multiple languages, and keeps you informed until a definitive resolution is reached.

No. No company can guarantee 100% recovery of a lost item, because it intrinsically depends on whether the third party actively possesses it. What we do guarantee is professional, persistent management through proper official channels, which notably increases the odds of success rather than trying alone. It's similar to hiring an attorney: you pay for expert handling, not a magically guaranteed outcome.

Absolutely. In fact, most of our clients reach out after sending countless unanswered emails or experiencing fruitless phone calls. We will assign a tracking reference to your file and relentlessly push through the most effective channels until we get a resolution.

You can definitely give it a try. But if your item was left behind at an international airport, an overseas police station, or a hotel you already departed from, you will face language barriers, unknown protocols, and frustrating waiting times. Lost and found offices handle thousands of incidents and prioritize formal, persistent claims. That's precisely what we do: submitting proper documentation to the correct department with the necessary persistence.

1. Tell us what happened: You fill out our online form detailing where, when, and what you lost.
2. We initiate the search: Our team analyzes the case, pinpoints the responsible entity, and files a formal claim providing all the required documentation.
3. Active tracking: We place regular follow-up calls, mediate on your behalf (even across other languages), and notify you of any progress straight via email.
4. Recovery: If we locate your item, we guide you on the necessary steps to claim it back, or optionally, we can coordinate its shipping directly to your doorstep.

We start working on your case immediately after receiving the request. The first formal claim is usually submitted within the first 24 working hours. We know time is of the essence: many lost and found offices destroy or auction off unclaimed items within a 30 to 90 day timeframe.

It depends strictly on the relevant entity. Some airports and airlines reply within a few days; others may take several weeks. Hotels and accommodations are typically much faster if acted upon quickly. Regardless, we keep you informed at every step and we won't close the file until all possible routes are exhausted.

Once the institution confirms they have your belonging, we notify you immediately. Then, if sending it is feasible, we offer you the optional choice of organizing its transport back to your home via our logistics partners. Shipping costs depend on travel distance and package dimensions, and are calculated on a case-by-case basis.

Our service holds a fixed fee of €59 per case. This amount entirely covers the investigation, formal claims, international calls, mediation, multilingual support, and active tracking until a resolution is reached. No subscriptions, hidden charges, or auto-renewals.

No. The €59 fee strictly covers the locating and claiming management process. If your item is found, we offer door-to-door shipping choices whose costs are calculated individually according to distance, weight, and dimensions. This way, we avoid inflating our initial fee to cover hypothetical logistics costs.

Payments are processed exclusively through Stripe, one of the safest payment gateways worldwide. We do not store any card data on our servers. We accept international debit and credit cards. You will receive an email receipt right after successfully checking out.

The service fee covers complete professional management: case research, formal claiming, remote international calls, and non-stop tracking. Your payment compensates that actual work performed by professionals, irrespective of the final outcome, much like hiring a detective or an attorney. We are firmly committed to exploring every single avenue available.

From our website, in the «Track my case» section, you can enter your reference number and email to access the updated status of your claim at any time, 24 hours a day, 7 days a week.

Yes. We send automated email notifications during each major milestone of your case run: receipt confirmations, claim submissions, responses from controlling entities, successful location tags, etc. Additionally, you can always reply straight to our emails if you must supply any extra details.

Yes. From the tracking panel of your case you can communicate with us directly. It includes a reply button that allows you to send messages to our team securely. You can also contact us through our contact page indicating your reference number.

Gestionamos reclamaciones en los principales entornos donde se pierden objetos:

• Airports — terminals, luggage belts, security checkpoints
• Airlines — items forgotten on board planes
• Trains and stations — high-speed lines, commuter rails, long distance networks
• Buses and bus stations — inner city lines, intercity networks
• Hotels and resorts
• Holiday apartments — Airbnb, vacation rentals
• Rental cars
• Cruises and port terminals
• Museums, stadiums, and event venues
• Cities, taxis, and public spaces — city halls, police precincts

Yes. Our service is 100% online and we handle incidents across airports, hotels, and public sites all over the world. It doesn't matter where your permanent address is or where the item vanished: our multilingual team effortlessly bridges all international communication gaps.

Mobile phones, laptops, tablets, cameras, wallets, passports, backpacks, cabin luggage, handbags, keys, glasses, watches, jewelry, medical devices, crucial documents, and any personal item carrying either financial or sentimental value. We evaluate each case individually regardless of the item category.