How can we help with your luggage?

From bag drop-off to pickup, we're here to answer all your questions and make your experience worry-free

Customer support agent helping a traveler with luggage storage

Everything you need to know about luggage storage

Check out the answers we've prepared for common questions. Resolve your concerns in just a few clicks!

General

: The recovery word is essential to ensure the security of your luggage. For security reasons, our customer support team cannot access booking details without this keyword. If you have forgotten the recovery word, you will need to schedule an appointment with Closbox Store & Go for personal identification. You will need to present yourself in person with a valid ID and sign a liability waiver. Please note: during the waiting period for the appointment, any late fees will continue to accrue. You will need to complete payment of all amounts due before you can pick up your luggage. Helpful tip: save the recovery word in a safe place immediately after completing your booking.
: If your booking number doesn't start with CBOX, then you certainly booked with another luggage storage service. Look for the correct address. Our customer support will not be able to help you.
: Closbox Store & Go maintains a "Lost & Found" list of all items found inside the stores. Items are deposited in a Closbox warehouse and remain there for a maximum of 28 days from discovery. After this period, found items are destroyed and Closbox Store & Go is not responsible for them in any way.
: You can reopen your locker with your booking number, in combination with the 6-digit PIN we sent you or your recovery word. If you don't have access to your credentials but have created an account on this website, log in to your personal area and you will find the credentials in the booking details. If you don't have access to your personal area, contact our customer support, keeping your recovery word handy.
: Check your SPAM folder, as it may sometimes be placed there by mistake. Please note that it may take up to 30 minutes to receive the email. If after this time you still haven't received the email, contact our customer support who will resend it to you.
: Subject to availability, you can modify your booking start date. Contact our customer support for this modification or access your reserved area. In case of unavailability for the modification, this does NOT entitle you to a refund.
: You can reopen your locker at any time and without any limits using the "Temporary opening" function. Please note that if your booking has expired or within 30 minutes before expiration, this function will not be available.
: Your credentials will be deactivated at check-out, and therefore you will NOT be able to reopen your locker. You can contact our customer support for assistance.
: You can book your locker on this website or directly by visiting our store.

Payments

: You probably didn't complete the check-out procedure correctly. You may have unlocked the locker only "temporarily" or not confirmed the locker closure. We invite you to contact customer support as soon as possible to avoid surcharges.
: No, it is not possible to pick up luggage after closing time. The stores close automatically at closing time and cannot be reopened.
: You can extend your booking by clicking directly on the link in the booking expiration reminder email you will receive exactly 30 minutes before your booking expires, through your personal area, or by calling our customer support. If your booking is already expired will not be possible to extend it.
: You can find the extra costs for delays, removal, and warehouse storage in the "Extra charges" section of your chosen storage location page. These costs may vary depending on the selected location.
: If there is locker availability, your luggage will remain in the same locker for 72 hours and you will be required to pay the difference upon pick-up. If we don't have locker availability, we will remove your luggage from the locker and move it to our warehouse. For pick-up, you will need to schedule an appointment with our customer support EXCLUSIVELY from Monday to Friday from 9:00 AM to 6:00 PM.

Other

: For security reasons, luggage must be placed EXCLUSIVELY inside the assigned locker. If anything is left outside the locker, it will not be covered by insurance and our operators, for the decorum of the storage points, will proceed to remove the item within 30 minutes with an extra charge of €30.00 per item as removal fee.

Payments & refunds

: It is not possible to get a refund as bookings are always NON-REFUNDABLE. We suggest you make sure you can actually use the service before booking.
: We understand that sometimes travel plans can change unexpectedly, you can cancel your booking directly from your personal area. Please note: NO REFUNDS WILL BE ISSUED.
: No, all bookings are NON-REFUNDABLE as per the service terms and conditions.

Locker issues

: If your locker didn't open, it may be blocked due to excessive load or because some luggage was not properly arranged. You can try to reopen it by following the troubleshooting procedure offered on the locker screen by clicking "My locker didn't open." If this procedure is unsuccessful, contact our customer support keeping your booking number (CBOX******) and recovery word handy.
: Contact our customer support and, if a larger locker is available, we will help you change your locker by paying the difference owed. The unavailability of a larger locker does NOT entitle you to a refund.

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