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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 lost item?
Losses can only be reported via the online form. Please describe the lost item as precisely as possible. The system automatically compares the details with existing found-item reports. If a match is identified, a notification will be sent by email.
Can the lost‑and‑found office be contacted by phone?
The lost‑and‑found office cannot be reached by phone. Lost items can only be reported 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 does not have fixed opening hours. Collections are only possible by individual appointment. Once an item has been successfully matched, an email will be sent containing a link to schedule an appointment.
Status and notification
How long does it take for a lost item to arrive at the lost‑and‑found office?
Found items are regularly transferred to the responsible lost‑and‑found storage facility by our internal logistics team. In individual cases, the arrival may take slightly longer.
Will I be notified when my lost item arrives at the lost‑and‑found office?
After submitting the lost‑item report, a confirmation email with a reference number will be 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 lost item?
An independent status check is not possible. Due to the high processing volume, we kindly ask that you refrain from submitting follow‑up inquiries.
Collection and shipping
My lost item has been found. Where can I collect it?
Found items can be collected at the Schwandorf location by appointment.
Does the lost item have to be collected in person?
Collection can also be carried out by an authorized person.
Is there a fee for collecting a lost item?
Collection of the lost item is free of charge.
Are lost items also shipped?
Shipping within Germany is possible for items up to parcel size L.
Storage and processing
What happens to found debit or credit cards, PAYBACK cards, membership cards, etc., after the retention period expires?
These items are securely destroyed in accordance with data‑protection regulations once the retention period has expired.
How long are found items kept?
Found items are stored for six months. After this period, they are either destroyed in compliance with data protection regulations or donated, depending on the type of item.
Are lost items auctioned off?
Lost items are not auctioned.
Can a lost‑item report be submitted retroactively, even if the loss was noticed late?
A lost‑item report can be submitted retroactively for up to 30 days using the online form. After 6 months, any unclaimed items are either destroyed or donated.
Independent search
Is it possible to search for the lost item myself?
It is not possible to search for lost items independently.
Can video recordings be accessed to see who took an item?
Access to video recordings can only be requested through the police. Recordings are stored for 48 hours and are then automatically deleted unless a police request for preservation has been submitted.
Can I travel to a tracked location to collect my smartphone or laptop?
Even if a device has been located (e.g. a smartphone or laptop), personal collection at the place where it was found is not possible. Found items are recorded centrally and handed over after notification and by appointment.