Common questions about handover & storage

Contactless handover and storage via smart locker – keys, classifieds sales or luggage, many locations open around the clock.

Cancel, withdraw & refunds

How do I cancel my booking?

Cancellation: credit or money back to your payment method?

How much money do I get back when I cancel?

How long does the refund take?

Until when can I cancel my booking?

Why can I not cancel anymore? The button is missing.

Can I cancel by phone or call you?

Can I change my cancellation from credit to money on my card later?

I paid part of my booking with credit. What is refunded when I cancel?

I booked with a voucher code. What happens when I cancel?

I booked several compartments. Can I cancel only one?

Which documents do I get after a cancellation?

I got the email “No compartment free, money refunded”. What does it mean?

The compartment has a fault and I cannot use it. Do I get my money back?

I did not use the box. Do I get my money back?

Can I end a booking early and get money back for the time left?

In which cases is there no refund?

What is the difference between withdrawal and cancellation?

Train station lockers

What are station lockers and where are they?

How do I put something in and pick it up at a train station?

Why can I not book a station locker earlier?

How long can I use a compartment at a train station at most?

What is the 90-second rule at station lockers?

How does the “I'm opening the compartment now” timer work?

When do I get the drop-off code for a station locker?

When do I get the pick-up code for a station locker?

I did not get a code for the station locker. What can I do?

What happens if the door will not close when I drop off my item?

How do I get my money back on my card or PayPal after a door error, instead of credit?

What happens if the door will not close when I pick up my item?

How much does a compartment at a train station cost?

Which sizes are there at train stations?

What am I not allowed to put in at a train station?

Do I need a train ticket to get to the box at a station?

When can I use a station locker, and what if the station has a fault?

Can I cancel a station booking?

What happens if nobody drops off or picks up an item at a train station?

Booking, sizes & prices

How much does a booking cost?

How much does luggage storage cost?

How much does each extra day cost?

Is there a discount for several compartments?

Which sizes are there and what fits inside?

My size is not available. What now?

How do I book a box step by step?

Can I book in advance? How far ahead?

What is the longest time I can book a compartment?

Which payment methods can I use?

I paid, but I got no booking or email. What can I do?

I paid twice or was charged twice. What can I do?

The payment page says “Reservation expired”. What can I do?

What does “Easy-to-reach compartment” mean?

What does it cost in Austria?

How it works & uses

How does gegenstand.de work?

How does key handover work?

How does handover for Kleinanzeigen work?

How does a borrowed-item handover go?

How does luggage storage work?

Does it work for international guests and late arrivals?

Can I drop off and pick up myself, for example my luggage?

Where can I find boxes near me?

Can the item be put back later?

Can I handle the deposit through gegenstand.de?

Is the box open around the clock?

How do I hand over keys to tradespeople, cleaners or several people in a row?

Can the buyer inspect the item before keeping it?

What if the item comes back damaged?

I can't find the box. What can I do?

Can I leave car keys or vehicle documents?

Does it also work for eBay or Vinted?

Does it work with lending platforms too?

Can I use gegenstand.de for eBay local sales?

Is there buyer protection or escrow?

Can I use the box regularly?

Can I have a parcel from DHL, DPD, UPS, Hermes, GLS, FedEx, or Amazon delivered to a box?

I am waiting for a parcel and have no pickup code from the carrier. Who is responsible?

What can I use the box for?

Is there a monthly compartment or a fixed compartment?

Do I have to give out my address?

Which box size do I need for my luggage?

How does a gift handover work?

Credit, invite friends & cashback

What is credit?

How do I get credit?

How do I use my credit when I pay?

Where do I see my credit and its history?

Does my credit expire? Can I get it paid out?

How does cashback work?

Why did I not get cashback?

How do I invite friends and what do I get?

What does my friend get when they redeem my code?

What do I get when my friend books, and when?

Why did I not get the reward for my friend?

How do I redeem an invitation code? The code does not work.

What happens to the reward when the booking is cancelled or withdrawn?

How do I redeem a voucher code? How is it different from credit?

Is there a welcome discount for the first booking?

Codes & opening the compartment

Where do I find my codes?

What is the difference between the drop-off code and the pick-up code?

Where is the second code?

How do I open the compartment?

How does it work at a Storebox location?

My code does not work. What can I do?

What should I do if the QR code does not scan?

How do I share the pick-up code with someone else?

What if I sent the code to the wrong person?

When do I get the drop-off code?

How long is my code valid? Can I come earlier or later?

The compartment does not open, but my code is correct. What can I do?

Extend, pick up & overstay

How do I extend my booking?

What happens if nobody picks up my item?

How long is the box reserved?

What if the buyer does not pick up?

How do I pay an open overstay amount?

Will I get a notification when my item is picked up?

What happens to items that nobody picks up?

What happens if I do not pay an open amount?

Can I change my booking, for example the time, size or location?

Problems & support

How do I contact support?

How do I report a problem with my booking?

Where do I see my requests and our answers?

My item is missing or the compartment was empty. What should I do?

The location is closed or the box is broken. What now?

I did not get an email. What can I do?

What do error messages like “Session expired” mean?

Can I find out who picked up my item?

What should I do if the compartment does not close?

Account, app & invoices

How does the app work?

Where can I get the app? Is there a version for iPhone?

How do I log in? Is there a password?

Do I need to register?

How do I change my email address?

Where do I find my invoices?

How do I get an invoice in my company's name?

Do the prices include VAT?

How do I delete my account?

Where do I change my settings and marketing emails?

Can I save my codes in Apple Wallet or see them offline?

Are the website and the app available in English?

How do I connect my Smoobu account?

Items, safety & legal

What must I not put in the box?

Which items work well in a box?

Can I put valuables, cash or documents in the box?

Is my item insured?

Is the handover safe?

I opened a compartment and closed it empty, or something is wrong with it. What now?

What data do you store?

Who is liable if something happens?

Where do I find the terms and conditions, the cancellation policy and the imprint?

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