FAQs
Do I need an account to book?
No. Enter your details, pay online and you’ll get a confirmation by email. To check your booking later, open “My bookings” and sign in with the same email. We send you a secure link, no password needed.
How far ahead should I book?
As early as you can, especially on busy days. Same-day bookings are possible: just choose today’s date when you book.
Can I change or cancel my booking?
Yes. Cancel for free in “My bookings” at least 2 hours before pickup (Madrid time) and we refund 100% of what you paid. After that, online cancellation closes and refunds aren’t guaranteed, and there’s no refund once pickup has started. To change the time, address or number of bags, message us on WhatsApp as early as you can.
What payment methods do you accept?
You pay securely online through Stripe. The payment methods available to you are shown at checkout.
Where can you pick up my bags?
Anywhere in Madrid: Atocha and Chamartín stations, Madrid-Barajas Airport, hotels, Airbnbs, apartments, schools, offices and compatible lockers. More instructions will be sent after booking through WhatsApp.
Where do you deliver?
To your hotel, Airbnb, apartment, school residence, the station or the airport. At hotels, we deliver to your room door where the hotel allows it, or otherwise to reception.
How long does delivery take?
At least 2 hours after pickup, and no later than 23:30. Need it later? Tomorrow’s delivery is free. From the 3rd day after pickup, we add €3 per day (up to 30 days later). Night slots before 06:00 add €5. Not sure of your time yet? Choose “I’m not sure yet” and we’ll contact you to agree on it.
I have a flight or train. When should I book pickup?
Delivery is at least 2 hours after pickup, so book pickup at least 2 hours before you need your bags, plus a safety buffer. For example, if you want your bags at the airport by 16:00, book pickup by 14:00 at the latest. Earlier is safer.
What if my hotel room isn’t ready, or nobody is home?
Tell us before pickup. We can leave your bags with reception if the hotel agrees, or deliver them later that day or on a later day (tomorrow free; from the 3rd day, €3 per day, up to 30 days).
What if my train or flight is delayed?
Message us on WhatsApp as soon as you know, and we’ll adjust the pickup time where we can.
Can someone else hand over or receive my bags?
Yes. A friend, host or hotel staff member can. Add their name and phone number in the booking notes, or send them to us on WhatsApp.
Can you collect from a locker?
Yes. If you’ve stored your luggage in a compatible locker, we can collect it and deliver it to your hotel or accommodation.
What sizes and weights do you accept?
Small: cabin bag or backpack, up to 55 × 40 × 25 cm and 10 kg. Medium: standard checked suitcase, up to 70 × 45 × 30 cm and 23 kg. Big: large suitcase, up to 80 × 55 × 35 cm and 30 kg.
What can’t you carry?
Cash, jewellery, passports and ID, medication, batteries and hazardous items, food, and anything illegal. Please keep valuables with you.
Can you take oversized items like skis, bikes or instruments?
Message us on WhatsApp before booking, and we’ll tell you if we can and what it costs.
Do I need to lock my bag?
We recommend it.
How much does it cost?
Prices depend on the route and bag size, and include 21% IVA. Hotel ↔ station: small €24, medium €32, big €35. Hotel ↔ airport: small €34, medium €42, big €45. Each full-price big bag includes one small bag free. Your second paid bag is free, the third paid bag is 50% off, and from the fourth paid bag onward each is 30% off. For example, 1 big suitcase plus 1 small bag to the station is €35, and 2 big suitcases are also €35.
Is the price per bag or per booking?
Per bag, for each one-way trip. Offers lower the price when you bring more bags; see the examples in the price section. Tomorrow’s delivery is free; from the 3rd day after pickup, holding overnight is €3 per day for the whole booking. Night slots before 06:00 add €5.
Are there any hidden fees?
No. The price you see before you pay is what you pay, including 21% IVA. Optional extras: overnight hold from the 3rd day (€3/day) and night delivery before 06:00 (€5).
How do I get a price for Anywhere → Anywhere?
Choose Anywhere → Anywhere when you book and send us the details, or message us on WhatsApp with both addresses. We’ll reply with a price.
Can I track my bags live?
Yes. During the transfer we send you a live GPS tracker on WhatsApp at +34 642 076 389, so you can follow the trip until delivery.
What if something goes wrong?
Message us on WhatsApp or email within 24 hours of delivery, with photos. We aim to reply within 24 hours during support hours (8:00–22:00 (Madrid time)).
How can I contact you?
On WhatsApp at +34 642 076 389, where real people reply 8:00–22:00 (Madrid time). You can also check your booking any time in “My bookings”.