Support
Frequently asked questions
Everything travellers ask us before they send their first bag ahead. If your question is not here, message a human on WhatsApp.
Booking and timing
When do I need to book?
Bookings for next-day collection close at 22:00 the evening before. Book by 22:00 and we'll collect your bags the next morning; after that, the earliest collection is the following day.
How fast will my luggage arrive?
Your bags are collected in the morning. They reach your destination hotel by 21:00 the same day at the latest, at no extra charge.
Can I get same-day delivery?
Yes. Every route we currently operate delivers the same day your bags are collected, by 21:00 at the latest, at no extra charge.
What if my travel plans change?
Plans change, no problem. The link in your confirmation email opens your booking, where you can check the details or cancel within the free cancellation window. Need something we can't change there? Get in touch and we'll sort it out.
Can I cancel my booking?
You can cancel free of charge until 12:00 noon the day before collection (bookings made after that time can be cancelled within 5 minutes of confirmation). After that, get in touch and we'll do what we can.
Handover and delivery
How does the drop-off work if my hotel is a Tebura partner?
If you're staying at a Tebura partner hotel, the handover takes a minute. Pick up a Tebura label at the front desk, attach it to your bag, and leave your luggage with reception before 11:00. We'll collect it from the hotel's secure storage.
Can Tebura deliver to any hotel?
Yes, we deliver to any hotel in the cities we serve, as long as reception is happy to accept your bags for you. Collection works a little differently: the booking form lists the hotels we can collect from in your city, and if yours isn't among them you can email us from that step to suggest it. Either way it has to be a hotel, where reception can receive your bags securely, so we can't yet serve Airbnbs, apartments or private addresses.
Do I need to be there when my bags are collected or delivered?
At a partner hotel, no. That's the beauty of travelling hands-free. Leave your bags with reception in the morning, enjoy the city, and find them waiting at your next hotel. Anywhere else, our driver meets you in person to take the bags, and your booking says so before you pay. Either way we'll email you when your bags are collected and again as soon as they arrive.
Bags, cover and price
What cover comes with my transfer?
Standard cover is included with every transfer, and every piece of luggage is tracked through our QR label system from the moment it leaves reception. The limits are set out in our Terms and Conditions.
Can I transport oversized items like bicycles or sporting equipment?
Ski bags and golf bags travel as our Oversized bag size, up to 203 cm (79 in) total and up to 30 kg (66 lb), so you can book them straight from the online booking form like any other bag. Bicycles and anything larger than that don't fit our tiers; please contact our support team prior to booking so we can arrange the appropriate transport vehicle.
What is the cost of the luggage transfer service?
The exact price depends on the size and number of your bags and the distance between your hotels. Try our quick online booking module to get a precise quote for your route!
Is there anything I can't send?
Please carry cash, jewellery, passports and other travel documents with you, along with anything fragile or valuable. Illegal or prohibited goods can't travel with Tebura, and neither can liquids in containers larger than 500 ml (16.9 oz). We love Belgian beer and French wine too. We just prefer it outside everyone's suitcase.
Where we go
Where does Tebura operate?
We transfer luggage daily between hotels in Bruges, Ghent and Brussels. Also available on request: Antwerp and Leuven in Belgium, and Amsterdam, Delft, Rotterdam, The Hague and Utrecht in the Netherlands. Pick one when you get a quote and we'll confirm the trip and a price within one working day. Visiting more than one? Book one transfer for each leg of your journey and we'll move your bags from each hotel to the next. Planning to travel elsewhere in Europe? Tell us where you're heading by email or on WhatsApp.
When is Tebura coming to other cities?
The cities available on request are already open: get a quote and we'll confirm within one working day. More cities are firmly on our travel wish list. Heading somewhere we don't serve yet? Send us your plans by email or on WhatsApp. Your trip might just help us decide where to go next.
Anything else
What if I have another question?
We're always happy to help. Reach us by email or on WhatsApp and we'll get you back to travelling hands-free in no time.
Still wondering something?
We answer in English, French and Dutch, and a real person replies.
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