Frequently Asked Questions

BelongBack is a professional service for managing and resolving lost property claims. We are not a courier company or an automated intermediary. Our human team investigates your case, submits formal claims to the responsible organisation (airport, airline, hotel, station, local council…), makes follow-up calls, mediates in different languages and keeps you informed during the contracted period.

No company can guarantee that a lost item will be recovered, because the responsible organization must first have the item in its possession. What we do guarantee is professional, persistent case management through the correct channels, which can significantly improve your chances compared with handling the process alone. As with hiring a lawyer, you pay for expert work rather than a guaranteed outcome.

Of course. In fact, most of our customers come to us after sending multiple unanswered emails or making unsuccessful calls. We will assign a reference number to your case and take reasonable steps relating to your case, with follow-up during the contracted period.

You can try. But if your item was left at an international airport, a police station abroad or a hotel you have already left, you may face language barriers, unfamiliar procedures and frustrating delays. Lost property offices handle thousands of reports and rely on formal processes. We submit the correct documentation to the correct department and follow up as needed.

1. Tell us what happened: Complete our online form with details of what you lost, where you lost it and when.
2. We start the search: Our team reviews the case, identifies the responsible organization and submits a formal claim with all the required documentation.
3. Active follow-up: We make regular calls, communicate on your behalf—including in other languages—and notify you of every development by email.
4. Recovery: If we locate your item, we explain the next steps or, as an optional service, arrange delivery to your home.

We start working on your case as soon as we receive the request. The first formal claim is usually submitted within 24 business hours. Time matters: many lost property offices dispose of or auction unclaimed items after 30 to 90 days.

It depends on the organisation. Some airports or airlines respond within a few days; others may take several weeks. Hotels and accommodation providers tend to be quicker if action is taken promptly. Our service comprises 45 calendar days of case management and follow-up. We take reasonable steps relating to your case, subject to the grounds for early completion set out in the terms of service.

If the relevant organization confirms that your item has been located, we will let you know as soon as possible. You can then collect it in person or authorize someone else to collect it on your behalf.

In some cases, and subject to availability, we may also offer a home delivery service. This is not included in the initial fee and is quoted individually according to the distance, destination country, size and weight of the item.

The service has a one-time price of $35.90 per case. This amount covers investigation, the formal claim, international calls, mediation, multilingual assistance and follow-up during the contracted period. No subscriptions, hidden costs or renewals.

No. The $35.90fee covers only the search and claim-management service. Shipping is not included and, if your item is located, it can be offered only where available.

If shipping is feasible, we will offer door-to-door options. The cost will be calculated individually based on the distance, destination country, weight and dimensions of the item. You will therefore pay for the logistics service only when it is genuinely available and needed.

Payment is processed through Stripe, one of the world's most secure payment platforms. We do not store card details on our servers. We accept international credit and debit cards. You will receive an email confirmation immediately after payment.

The service covers complete professional case management: investigation, the formal claim, international calls and follow-up during the contracted period. Payment is for this actual work by professionals, regardless of the final outcome, just as when you hire a lawyer or a detective. We take reasonable steps relating to your case during the contracted period.

On our website, go to Track my case and enter your reference number and email address to view the latest status of your case at any time, 24/7.

Yes. We send automatic email notifications at each important stage of your case, including confirmation of receipt, submission of the claim, responses from the organization and confirmation that the item has been located. You can also reply directly to our emails if you need to provide more information.

Yes. You can contact us directly through your case dashboard, which includes a secure reply form. You can also contact us through our contact page and provide your case reference.

We handle lost-property cases in the main settings where items are commonly misplaced:

• Airports — terminals, baggage carousels and security checkpoints
• Airlines — items left on board aircraft
• Trains and stations — high-speed, commuter and long-distance services
• Buses and bus stations — local and intercity services
• Hotels and resorts
• Vacation rentals — Airbnb and other short-term rentals
• Rental cars
• Cruises and port terminals
• Museums, stadiums and event venues
• Cities, taxis and public spaces — local authorities and police stations

Yes. Our service is entirely online and we handle cases involving airports, hotels and public places worldwide. Wherever you are and wherever the item was lost, our multilingual team manages the international communication.

Mobile phones, laptops, tablets, cameras, wallets, passports, backpacks, cabin luggage, handbags, keys, glasses, watches, jewelry, medical devices, important documents and any personal item of sentimental or financial value. We assess every case individually, whatever the type of item.