Frequently Asked Questions

 

Equipment:

Where can I find instruction manuals for my hire kit?

We usually include manuals for technical kit, however, if you need one and we have not included it, you should be able to find it in our Hub – Instruction Manual page.

Do I need to clean the equipment before returning it?

Please do not wash the equipment before returning to us, however, if necessary, please wipe down or brush off any excess dirt. Please note that we may need to charge a cleaning fee, should the equipment be returned particularly dirty.

Will my sleeping bag be clean on arrival?

Yes. We thoroughly check and clean all our equipment after every hire and our down sleeping bags are sent to professional cleaners between hires.

Once I have received the hire kit, what should I do if I find that one of the items does not fit me?

As long as there is enough time between receiving the kit and when you depart on your trip, we will be able to send you replacement in time for your departure. Ideally, we would need 2-3 days between you receiving the kit and your departure. For this reason, we do ask that you thoroughly checked through your kit and try it on as soon as it arrives. The sooner we know there is an issue, the sooner it can be rectified.

Shipping and returns:

How do I return the equipment when I have finished hiring it?

We ship all equipment with a return shipping label and instructions for packing and despatch. We will arrange the collection and you will need to be available to hand the parcel over to the courier, as a signature is required. If this will be difficult for you, we are happy to collect from an alternative address. There is also an option for you to take the parcel to a DPD drop-off shop in your area. If you are interested in this option, please contact us for further details.

How do I pack up the equipment for the return?

If possible, please return the equipment in the same packing box, as received. However, if you do not have the box at hand when you come to packing up the kit, please find alternative packaging and just a long as the equipment is very well packed for the return. Unfortunately, you will be liable for any damage or loss whilst the equipment is in transit with the courier, due to inadequate packing.

What if I am unable to be there to accept delivery?

As long as we have your mobile number, we will pass this on to the courier and this means you will receive a text notification message from them on the delivery morning, giving you their one hour delivery window. The notification will also give you further delivery options should you not be in during the delivery window. A signature is not required for deliveries.

Do the prices shown on the website include shipping charges?

No. A standard delivery and collection fee is added on at Checkout and this charge is for the shipment of one box of kit. Additional charges will be incurred for multiple and/or any overweight boxes, as well as for shipments to remote areas. We will contact you prior to confirming your booking to arrange these additional charges.

Can you ship my hire equipment to anywhere in the UK?

We deliver to any UK mainland address, however, it will be more expensive to ship to a Highlands and Islands address and deliveries may take longer. Please contact us for details. We are unable to ship to Ireland, including Northern Ireland.

 Hire dates:

Can I hire kit for longer than 2 weeks?

You are able to hire equipment for longer than 2 weeks but maximum of 4 weeks.

What date do I enter as a start date? Is it the date I want the kit to arrive or the date I want to start using it?

Please enter the date that you would like the equipment to arrive. If you are departing for your trip on a Monday, we recommend that you receive the equipment no later than the Thursday before, just in case of any delay with the courier.

How late can I leave it before booking my hire?

Ideally book one week ahead or at the very latest 2-3 days ahead of your required delivery date. At busy times we would recommend you book at least two weeks ahead, if possible.

Payment:

I don't have a Paypal account, how can I pay?

You can still pay us using a credit or debit card even if you do not have a Paypal account. We are able to take payment over the phone, however, the most secure way is by paying on-line.

When will my security deposit be refunded?

Your security deposit will be refunded in full once all the equipment has been returned in good order and we will be in touch to confirm that this has been processed 2-3 days after the return date. Please allow 5-10 working working days for the refund to show in your account. For any loss or damage to the equipment, we will need to charge you accordingly and we will contact you to discuss the charges.