Faqs

This section is aimed to clarify the most frequently asked questions to our customer service department.

Before booking

1. What is Ur-luggage?

Ur-Luggage (your luggage) is a company based in Lisbon and committed to provide an easier time to travelers while visiting the city.

We collect, store and deliver your luggage from the airport to the hotels in the city and from the hotels to the airport. We can also collect and deliver it anywhere else (see terms and conditions).

2. Why should I use Ur-Luggage?

The main reasons for using our service are:

It's comfortable: with Ur-Luggage you don’t have to carry your baggage with you around the city. Book with us and we will take care of your luggage so that you can gracefully enjoy your day.

It’s safe: all your luggage is locked with a security label with an exclusive Qr code, signed by you and placed in front of you. We use the same control system as the banks when carrying the money bags. By the way, your baggage has an insurance up to 1.500,00 € per bag.

It’s efficient: We know how important your baggage is for you, so our collaborators work with protocols that guarantee high standards of quality and punctuality.

It’s economic: A small luxury which all people can reach, designed especially to cosmopolitan travelers. Using our service you will enjoy not only the advantage of being able to move around without baggage, but you will also save time and money, when returning to the hotel or apartment or collecting your luggage before heading to the airport.

3. Where can I use the service?

Our service is available in hotels, apartments and residences (in pre-defined collection spots) to and from the airport in the city of Lisbon. Check our website to be sure about the availability of the service.

4. How can I book the service?

Booking couldn’t be simpler. Directly on our web page optimized for PC, tablet or smartphone.

5. How much is the service?

For services from a hotel, office, apartment / residence to the airport or the opposite it’s € 17.90 up to 2 bags and more € 7.90 for each additional bag.

6. How and when will I pay?

The service will be charged at the end of the reservation process. Access our website and make a reservation directly with Ur-Luggage. You can pay by credit card (Maestro, MasterCard or Visa) and also by Pay-Pal.

For your security we don’t store your payment information. The payment will be automatically redirected to the page of the provider of the financial service. We don’t charge additional fees for using credit cards.

7. Can I ask for a service on the day I need?

Ur-Luggage goal is the security and optimization of the service, however we can exceptionally schedule services on the same day, depending always on prior confirmation and as long as it is requested until 9a.m. Call our customer service and confirm the possibility of the service. In this case there will be an increase of 10% on price list. This addition fee also applies in the case of customers who have not registered the service and want to take advantage of a prior appointment of another client (occasional services).

8. How far in advance can I make a reservation?

As soon as you want, taking into account that the minimum time required is 24 hours.

9. The dates of my trip have changed. Can I change the reservation?
Of course. The first change is free and you can do it until 48 hours before the original reservation date. To do this, send us an email to ur.support@ur-luggage.com

10. Can I change the service time or address?
Sure. The first change is free and you can do it until 48 hours before the original reservation date. To do this, send us an email to ur.support@ur-luggage.com

11. What is considered special equipment or other formats?

It’s considered special equipment or other formats all luggage that doesn’t fit into a standardized suitcase or trolley. For example, golf bags, baby strollers, surfboards or windsurfing boards, musical instruments, skis, bicycles and others with extraordinary dimensions.

During the service

12. Where should I deliver my baggage?

a) If you are in a hotel, you can personally deliver your baggage to Ur-Luggage or you can drop it at the hotel reception desk. We will collect your luggage at the established time.

b) If you are in an office or in an apartment / residence we will meet you at the pre-determined pick up point chosen by you and in the agreed time. The Ur-Luggage collaborator and vehicle will be easily identified.

c) In the airport go to the meeting point of the airport - terminal 1 - in the agreed time (tranfers between terminal 2 and terminal 1 are free). There you will find a well identified Ur-Luggage collaborator.

13. Where will I get my luggage?

a) In the airport go to the meeting point of terminal 1 in the agreed time. There you will find a well identified Ur-Luggage collaborator who will give you your luggage.

b) If you are staying in a hotel, you can receive your luggage directly, or if you prefer, we will deliver it at the hotel reception desk in the agreed time.

c) If you are in an office or in an apartment / residence we will meet you at the pre-determined pick up point chosen by you and in the agreed time. The Ur-Luggage collaborator and vehicle will be easily identified.

14. In case of delay in the hotel, office, apartment / residence, how long will Ur-Luggage wait for me?

Ur-Luggage will wait 15 minutes. According to our protocol, we will contact you before the 15 minutes run out. However, if in this time you won’t come up with your luggage, we will leave, without any kind of refund. In case of asking for the same service, Ur-Luggage will go again to place previously agreed, as soon as possible, but first there will be an additional payment of 50% of the initial value. Payment will be made with credit or debit cards (visa, mastercard or maestro).

15. How long will Ur- Luggage wait for me at the airport?

Ur-Luggage will track your flight and when the plane lands, we will wait 60 minutes. However, if in this time you are not able to deliver us your baggage, Ur-Luggage will leave without any refund. In case of asking for the same service, Ur-Luggage will be back to the T1 meeting point as soon as possible, but first there will be an additional payment of 50% of the initial value. Payment will be made with credit or debit cards (visa, mastercard or maestro).

16. When will I receive my luggage at the airport?

As far in advance as you wish. You must indicate your flight when you are booking. After this moment, your luggage will be registered and safe so that we can offer a service on time.

17. How do I know that my luggage is transported and stored safely?

Ur-Luggage takes security very seriously. Our security protocol commands us to take strict measures. There’s a security tag, signed by you and attached to each bag in front of you.

a) Each bag will be properly identified using an exclusive QR code for each service.
b) Our warehouse has security protocols to keep your luggage in perfect condition.
c) Ur-Luggage collaborators are qualified to ensure safety and care of your luggage.
d) In the case of a baggage being collected or delivered at the hotel reception desk, the hotel employee must sign a term proving that he or she delivered or received the client's luggage.

18. What will happen if my luggage doesn’t arrive at the airport before the flight time?

According to our operational protocols, this situation is basically impossible. However, in the unlikely event that your luggage doesn’t arrive on time at the airport, don’t worry. We use an express global delivery service , which means we can get your luggage delivered anywhere in the world in the shortest possible time.

19. What will happen if I can’t go and collect my luggage?

Please let us know and we will keep your luggage in our store. The price for this service is 7 euros per day. If you prefer, we can send your luggage to wherever you wish, with a postage to collect at the destination.

20. What happens if I lose the proof of my service reference?

In this case, you must show us the original proof of payment for the service and an identification document . After we check your details and sign the lost proof of service form, we will give your luggage to you.

21. Can I book the service for several bags / equipment in several days?

You can book for multiple equipment at one time, as long as the gathering and the delivery are in the same place. You can also book several services on different days, making different bookings.

22. Can I cancel my booking?

You can cancel your booking. See in Terms and Conditions the costs that will be applied to you. You should send us an email to ur.support@ur-luggage.com

After the service

23. What happens if my luggage gets damaged or lost?

It’s basically unlikely to happen that something gets lost or damaged, nevertheless you just have to report which item was damaged or lost to a Ur-Luggage collaborator. It’s included in the service an insurance that covers up to 1.500,00 euros your luggage per unit. Once the complaint is received and confirmed, you will get a refund of the amount of damaged or lost equipment. Please see the Terms and Conditions on our website for more information to know how and under what circumstances you may complain.

24. How do I get the invoice for my purchase?

You will always receive immediately a proof of payment by e-mail. The invoice will be sent within 48 hours to your e-mail after the last service requested is provided.

25. Is my personal information secure?

Always. We take the security of your personal information very seriously. Your information is securely stored and never transferred to another companies, except as necessary to provide the service you requested from Ur-Luggage. For more information check our data protection policy in the Terms and Conditions.

26. How can I contact Ur-Luggage?

The easiest way to contact us is sending an email to ur.support@ur-luggage.com  or call us to our mobile phones +351 934 759 434 ou  +351 934 759 439.

27. How do I access Ur-Luggage from my mobile device?

If you have a tablet or smartphone, you can visit our optimized website at www.ur-luggage.com.

28. How can I become a Ur-Luggage partner?

Please contact us by sending an email to ur.support@ur-luggage.com or by our phones +351 934 759 434 ou  +351 934 759 439 and we will answer as soon as possible.

There are several reasons to be partners, as we believe that all tourist operators should work together. We should all give our customers or passengers something that improves the quality of their travel experience.

Offer something that the others don’t have, with the maximum guarantee. There are no subscriptions, no long-term commitments.

You can make money each time you are referenced in our services.

If you didn’t find the answer to the question you wanted on our website, we're sorry. Contact our Customer Service team by email or by phone and we will answer as soon as possible.

Mail: ur.support@ur-luggage.com
Phones: +351 934 759 434 ou  +351 934 759 439