Luggage and prohibited items policy

1. What can be stored

1.1. Bag types. Personal travel bags are accepted. For reference, the types chosen when booking are:

Type	Examples	Reference size
Small bag or backpack	Handbag, laptop case, day pack	Up to 40 × 30 × 20 cm
Cabin suitcase	Hand luggage	Up to 55 × 40 × 23 cm
Large suitcase	Checked luggage	Over 55 cm and up to 80 cm
Special items	Bicycle, pushchair, skis, golf bag	Only at stores that state they accept them

The traveler must book the correct number and type of bags.

1.2. Condition of the bag. Each bag must be closed and in a condition that allows safe handling. We recommend using a padlock or seal and labelling the bag with your name.

1.3. Available space. The store may refuse bags that exceed the size of the booked type or do not fit in its storage space. SHEILI does not set a general maximum weight.

2. Prohibited items

The following may not be deposited:

1. Weapons or weapon parts, ammunition, replicas and items that can be used as weapons.
2. Explosives, fireworks, flammable gases or liquids, and damaged batteries.
3. Dangerous, toxic or corrosive substances, and chemical or radioactive products.
4. Drugs and controlled substances.
5. Illegal or stolen items and contraband.
6. Perishable food or anything that smells, leaks or may attract pests.
7. Animals or plants.
8. Cash, payment cards and securities (cheques, bonds).
9. Jewellery, watches and valuables, including precious-metal items and works of art.
10. Passports, identity documents and irreplaceable documents (visas, tickets, legal or professional originals).
11. Unsealed liquids or containers that may spill.
12. Bags that do not fit in the store's space or exceed the size of the booked type.

3. Consequences of depositing prohibited items and other recommendations

3.1. If, despite the prohibition, the traveler deposits cash, cards, securities, jewellery, watches, valuables or documents in points 8 to 10 of section 2, they do so at their own risk: the store is not liable for their loss or damage except for wilful misconduct or gross negligence, to the extent valid under the law. The traveler is liable for damage caused by prohibited items in the other points.

3.2. We also recommend not leaving essential medicines, high-value electronic devices or items of irreplaceable sentimental value in storage.

4. Store checks

4.1. The store may ask about the contents and refuse a bag if it reasonably suspects it contains prohibited items. The store does not open the traveler's luggage.

4.2. If a dangerous or illegal item is detected during storage, the store will report it to SHEILI and, where appropriate, to the authorities. The affected bag may be handed over to them, without prejudice to the information to the traveler permitted by law.

4.3. If the refusal is justified for a reason attributable to the traveler, clause 9.3 of the Terms applies; if it is not, it is treated as non-performance by the store (Terms, clause 9.4).

5. Drop-off, storage and pick-up

5.1. Drop-off. Staff scan the booking QR code, check the number of bags, label each bag and may photograph it to record its condition. After drop-off, the traveler receives a single-use pick-up PIN by email.

5.2. Storage. The store keeps the luggage in a closed or supervised area not accessible to the public, and does not open, handle or use it.

5.3. Pick-up. Luggage is only handed over to whoever gives the correct pick-up PIN. Another person to whom the traveler has given the PIN may collect it; no identity document is requested. After 5 failed attempts pick-up is temporarily blocked and support must be contacted. Each handover is recorded.

6. Uncollected luggage

6.1. Uncollected luggage is luggage still in storage after the pick-up time without an extension. SHEILI notifies the traveler after 2 hours and 24 hours, offering to extend the booking. After 7 days, the case is escalated to operations, who contact the traveler and the store.

6.2. The luggage remains in storage. It is not destroyed, sold or disposed of without a specific legal basis and a documented human decision. SHEILI does not charge the traveler for prolonged storage they have not agreed to in advance.

6.3. If the luggage is not claimed, the legal regime for lost movable property (Arts. 615 and 616 of the Spanish Civil Code) applies, including handing it over to the competent municipal authority.

7. Incident procedure

1. At the time: tell the staff and ask them to record it in the dashboard.
2. Afterwards: open a claim from the booking page or at hello@sheili.com, preferably within 72 hours of pick-up, with photos and a description. This period makes evidence easier and does not limit statutory time limits.
3. SHEILI reviews the custody log (drop-off, photos, pick-up) with the store and gives a reasoned answer within one month at most.

Version history

Version	Date	Changes
1.0	23/10/2026	Version approved by the owner