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We reunite what belongs together
Lost or forgotten something during your journey? We’re here to help you find it again! Because questions often come up around lost property, you’ll find a short FAQ with the most important answers here.
Frequently asked questions
How can I report a loss?
Losses can only be reported via the online form. Please describe the lost item as precisely as possible. The system automatically matches the information with existing found item reports. In case of a match, you will be notified by email.
Can the lost and found office be contacted by phone?
The lost and found office cannot be reached by phone. Loss reports are accepted exclusively via the online form.
What are the opening hours of the lost and found office?
The lost and found office is not a publicly accessible customer center and has no fixed opening hours. Collection is only possible after arranging an individual appointment. After a successful match, an email with the option to book an appointment will be sent.
Status and notification
How long does it take for a found item to arrive at the lost and found office?
Found items are regularly transferred by internal logistics to the responsible storage facility. In individual cases, arrival may take slightly longer.
Will I be notified when my lost item arrives at the lost and found office?
After submitting the loss report, a confirmation email with a reference number is sent. As soon as the item arrives at the lost and found office, you will be notified by email.
How can I check the status of my loss report?
It is not possible to check the status independently. Due to the high volume, inquiries are discouraged.
Collection and shipping
My lost item has been found. Where can I pick it up?
Found items can be collected at the Schwandorf location after scheduling an appointment.
Does the item have to be picked up in person?
Collection can also be done by an authorized person.
Is there a fee for collecting the lost item?
Collection is free of charge.
Are found items shipped?
Shipping within Germany is possible up to parcel size L.
Storage and processing
What happens to EC or credit cards, PAYBACK cards, membership IDs, etc. after the retention period expires?
These are destroyed in accordance with data protection regulations after the retention period.
How long are found items stored?
Found items are stored for 6 months. After this period, they are either destroyed in a data-protection-compliant manner or donated, depending on the type.
Are found items auctioned?
Found items are not auctioned.
Can a loss report be submitted retroactively, even if the loss was noticed late?
A loss report can be submitted retroactively up to 30 days via the online form. After 6 months, unassigned items are destroyed or donated.
Independent search
Can I search for the lost item myself?
An independent search for lost items is not possible.
Can video recordings be accessed to see who took an item?
Access to video recordings can only be requested by the police. Recordings are stored for 48 hours and then automatically deleted unless a police preservation request is made.
Can I go to the geolocated location to pick up a smartphone or laptop?
Even for geolocated devices (e.g., smartphones, laptops), personal collection at the location is not possible. Found items are centrally recorded and issued after notification and appointment scheduling.