How Can We Help?
Need help with a booking, storage location, cancellation, payment, luggage collection or another Keep My Luggage service? Start with the options below and we will point you in the right direction.
If your question concerns an existing booking, keep your Booking Reference or QR code available. This helps us identify the reservation and assist you more efficiently.
What Do You Need Help With?
My Booking
Get help with a confirmed luggage storage booking, booking details, your Booking Reference, QR code, drop-off information or collection instructions.
Find My Storage Location
If you have completed a booking and need help finding the Storage Host, check your confirmation first. Exact location details are provided as part of the confirmed booking information where applicable.
Cancellation or Refund
Plans changed? Review your booking details and applicable cancellation conditions, or contact us if you need assistance with a cancellation or refund.
Payment Problem
If a payment failed, appears duplicated, was declined or you are uncertain whether a booking was successfully completed, do not submit repeated payments without first checking your booking status.
Problem With Stored Luggage
If your luggage is missing, damaged, incorrectly released or you believe something went wrong while it was stored, contact us as soon as possible and preserve all relevant booking information and evidence.
General Question
For questions about pricing, how luggage storage works, supported destinations, prohibited items or the booking process, our FAQ may already have the answer.
Help With a Booking
If your question concerns an existing reservation, please have your Booking Reference or QR code available before contacting support. Your booking confirmation contains the information associated with the reservation, including the selected Storage Host, booking period and other relevant details.
When contacting us, provide enough information for the booking to be identified, such as the Booking Reference, the email address used during booking, the city and the scheduled storage date. Please do not send payment card numbers, passwords or other unnecessary sensitive information.
Have These Ready
Storage Location and Address Help
Keep My Luggage may show only an approximate area before a reservation is completed. Where the Storage Host’s precise address is protected until booking, the exact location information is provided after a valid booking has been successfully confirmed.
If you have already booked and cannot find the location, first review your booking confirmation and any location instructions provided with it. Make sure you are using the details belonging to the correct booking and city. If the information appears incomplete or you still cannot locate the Storage Host, contact Customer Support and provide your Booking Reference.
Do not rely solely on an approximate pre-booking map marker to locate a Storage Host. The confirmed booking information should be treated as the relevant location information for your reservation.
Cancellations and Refunds
Cancellation and refund eligibility depends on the conditions applicable to your Booking. Where a Booking qualifies for free cancellation, the applicable deadline or conditions should be followed before the scheduled drop-off time.
If you need to cancel, do so as early as possible rather than simply failing to arrive. Early cancellation allows the Storage Host’s capacity to become available to other travellers and helps ensure that any eligible refund is processed correctly.
If you believe a refund is due but has not been received, contact us with your Booking Reference and relevant payment information. Do not send full payment-card details by email or through general support forms.
For the definitive cancellation and refund rules applicable to your reservation, please review our Terms & Conditions.
Payment and Booking Confirmation Problems
Payment Was Declined
A declined payment normally means the Booking has not been completed. Check whether you received an actual Keep My Luggage booking confirmation before attempting to use a Storage Location.
Payment Taken but No Confirmation
If you believe payment was successful but no booking confirmation was received, check your email and spam folder and then contact support before making another payment. Provide the email address used and the approximate time and amount of the transaction.
Possible Duplicate Payment
If you see what appears to be a duplicate transaction, do not submit further payments. Contact support with the relevant booking and transaction information so the matter can be reviewed.
Payment processing may be performed through third-party payment providers such as Stripe. Keep My Luggage does not need you to provide a complete payment-card number to investigate an ordinary booking issue.
Lost, Damaged or Missing Luggage
If you believe your luggage has been lost, damaged, tampered with or released incorrectly while associated with a Keep My Luggage Booking, contact us as soon as reasonably possible. Preserve your Booking Reference, photographs, receipts, communications with the Storage Host and any other information that may help establish what happened.
Where theft, criminal damage or another potentially unlawful act is suspected, you may also need to contact the competent local police or authorities and retain the corresponding report or reference number. Do not dispose of damaged property or other potentially relevant evidence before the issue has been appropriately documented unless keeping it would be unsafe.
Any eligibility for compensation, protection or a Keep My Luggage guarantee is subject to the applicable terms, conditions, evidence requirements, exclusions and limits. Please review the current Terms & Conditions rather than assuming that every loss or damaged item is automatically covered.
Common Questions
Can I arrive without making a booking?
Keep My Luggage is designed around confirmed online bookings. A Storage Host may require a valid Booking Reference or QR code before accepting luggage, and availability should not be assumed without a confirmed reservation.
Why can I not see the exact address before booking?
Some Storage Host addresses are intentionally protected until a confirmed booking is completed. Before booking, you may be shown an approximate location or general area so that you can evaluate whether the Storage Host is convenient for your plans.
What if I am late to collect my luggage?
Check the Storage Host’s opening hours and contact support as soon as possible if you expect to be late. A Storage Host cannot necessarily remain open beyond its normal hours, and additional storage arrangements or charges may apply depending on the circumstances.
Can I add more bags after booking?
Additional bags are subject to capacity and should not be assumed to be accepted under an existing Booking. Where possible, create or amend the reservation through the Platform so that the number of Bags and applicable price are correctly recorded.
Can the Storage Host charge me again?
A Storage Host should not require an unauthorized duplicate payment for a Storage Service already covered by a confirmed Keep My Luggage Booking. Additional services or additional storage may be charged separately where applicable and properly agreed.
Contact Keep My Luggage Support
If the information above does not resolve your issue, contact Customer Support and provide the details necessary for us to identify and investigate the matter. For booking-related enquiries, include your Booking Reference whenever possible.
Please do not submit passwords, full payment-card numbers, PINs or unnecessary identity documents through the support form.
Contact Support
Use the support form below and select the category that best describes your issue.
Looking for Luggage Storage?
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