We are happy that your item is found. Of course it can happen that you are not able to pick up your item yourself at an organization. This is no problem at all. Friends and family can always pick up your item. However, organizations deal with this differently. That is why it is best to inform the organization who will pick up your item on your behalf. You do this by responding to your claim. Then you make an appointment when the item will be picked up. Just don't forget to give your personal item number, which you received at the time, to the person who will pick up your item.