Question 1

How do I return my equipment?

Accepted Answer

After your ski vacation ends we will pick up the equipment at the accomodation again.

Question 2

Is it possible to change equipment during the week?

Accepted Answer

That depends on the partner you choose. If available you find this option while booking the equipment.

Question 3

What if something breaks - or we need something while we are skiing?

Accepted Answer

Please contact the delivery partner (see contact details on the voucher) so he can arrange the needed support for you. We recommend to insure the equipment (ALPINGUARANTY) so you don´t have to carry exta costs.

Question 4

What if equipment (boots) doesn´t fit?

Accepted Answer

The delivery shops are well organized and they carry a selection of equipment with different sizes that could fit you.

Question 5

What time do you deliver? How can I set details for delivery?

Accepted Answer

Please contact the Ski Delivery partner (shop) at least 36 hours in advance of your rental period. You find the contact details on the voucher we send to you. The opening hours/service times you can find there as well.

Question 6

Is there an additional service fee?

Accepted Answer

No, we don't charge extra for this convenient service. It might be that a minimum booking value applies.

Question 7

What does Ski Delivery mean and how does it work?

Accepted Answer

It means that you book your equipment online and instead of going to the shop it will be delivered directly to your accommodation. After your final ski day you just leave the equipment for us to pick up.

Question 8

Where can I leave my equipment at the end of the day's skiing?

Accepted Answer

Some of our partners offer a depot service, which can sometimes be booked online. If this is not the case, please contact the shop to find out how this service is provided in the shop or at the station.

Question 9

How does the shop determine the size of my skis and poles and the binding settings?

Accepted Answer

The size of the skis and poles and the setting of the bindings are determined by your height, weight and shoe size. You have the option (and in some shops even the obligation) to enter this information when you book.We advise you to do so to save time when collecting your equipment.

Question 10

What is the difference between classic and skating cross-country skis?

Accepted Answer

The structure of the ski is also different, in particular the underside of the ski (for classic cross-country skis the backward movement is limited by scales, seal peuax or retaining wax).

Question 11

Can I find touring skis and cross-country skis on your site?

Accepted Answer

If the shop has this type of equipment, you'll find it in the Nordic category.

Question 12

What to do if my equipment is lost?

Accepted Answer

1. Please contact the shop (see contact details on the voucher). You should pay the costs of the resulting loss directly in the ski hire shop.2. Any loss of equipment is not covered by Alpinguaranty refund.

Question 13

What to do if my equipment is stolen? How can I get the Alpinguaranty compensation for theft?

Accepted Answer

1. Please contact the shop (see contact details on the voucher). You should pay the costs of the resulting theft directly in the ski hire shop.2. Check, if an equipment protection against damage and theft called Alpinguaranty is included in your booking (see the voucher, the stolen item must be originally booked). 3. Make sure that the equipment was stolen. Any loss of equipment is not covered by Alpinguaranty.4. Visit local police station and take a police report.5. Notify us by email to info@alpy.com within 2 working days and submit required documents: theft invoice/bill paid in the ski hire shop, payment confirmation, police report.Note: Alpinguaranty covers an adult equipment until 450 Eur and a child equipment until 250 Eur.

Question 14

What to do if my equipment breaks? How can I get the Alpinguaranty compensation for damage?

Accepted Answer

1. Please contact the shop (see contact details on the voucher). You should pay the costs of the resulting damage directly in the ski hire shop.
2. Check, if an equipment protection against damage and theft called Alpinguaranty is included in your booking (see the voucher, the damaged item must be originally booked).
3. Make photo of your broken equipment.
4. Notify us by email to info@alpy.com within 5 working days and submit required documents: damage invoice/bill paid in the ski hire shop, payment confirmation, damage photo.
Note: Alpinguaranty covers an adult equipment until 450 Eur and a child equipment until 250 Eur.

Question 15

Which additional services do you offer?

Accepted Answer

We offer great possibilities to ski without having to worry with our special offers:https://www.alpy.com/en/ski-rental/additional-offersYou can cover yourself and your equipment at the best price

Question 16

Is the equipment insured against damage and theft?

Accepted Answer

It is not. But we offer you the chance to book a protection called alpinguaranty which covers the adult equipment until 450 euros and children equipment until 250 euros

Question 17

Why are there more skis in the men categories than in the women ones?

Accepted Answer

The skis displayed in the men selection are unisex. They can be used by men and women. The one displayed in women categories are adapted to women sizes, they are for example lighter

Question 18

Can I rent boots only?

Accepted Answer

It depends on the shop you select online. Some offer this option, and some only rent a full pack

Question 19

Can I insure my equipment?

Accepted Answer

Yes, you should. We recommend you to do so. We offer you the possibility to select the protection Alpinguaranty. It protects you against damage and theft. It covers you up to 450 euros for an adult equipment and 250 for a child equipment.

Question 20

Will the shop ask for a deposit for the equipment?

Accepted Answer

Every shop has its own policy. Some of them can ask for a deposit, for an ID , or for nothing. There are no general rules

Question 21

Which equipment should I chose?

Accepted Answer

You just need to select the price category which correspond the most to your ski level:Beginner: 3* blue bronzeIntermediate: 4* red silverGood skier: 5* black goldExcellent skier: 6*platinum and above

Question 22

There is only one level category (rookie or champion) for the teen, junior or child age category?

Accepted Answer

This can happen with a few of our shop partners. It does not mean that they do not have different equipment for different ski level. It just means that they are offering only one price for every ski level.You will be able to indicate the exact ski level of the skier in the “binding adjustment” step.

Question 23

Is there some specific equipment for children and teenagers?

Accepted Answer

Yes. You need to select the age of the skier or his size above the name of the person on the left side.

Question 24

Can I change my equipment during my booking period?

Accepted Answer

If the equipment does not suit you, you are usually allowed to do a change in the same price category that you selected online.If you want to upgrade your equipment, you will have to pay the price difference at the shop price.If you want to downgrade your equipment, it should not be a problem.
We advise you to select our “model change option” which allows you to adapt to the snow conditions. When you select the option, you are allowed to do the following: Up to 2 rental days = 1 material change, up to 4 rental days = 2 material changes, up to 6 rental days = 3 material changes"

Question 25

Can I rent a sledge or mini skis?

Accepted Answer

If the shop offers these winter products, you would find them in the category “fun equipment”

Question 26

Can I rent only skis or only snowboard?

Accepted Answer

Yes always. Just add this product to your basket, and continue to the next step.

Question 27

Are the poles included in the rental?

Accepted Answer

Yes always.

Question 28

I realized that the shoes given by the shop are too small, will I be able to get a bigger size?

Accepted Answer

Of course. You can always adapt the size in the shop. The goal for us is that you receive the best winter experience, and our partners will do their best to satisfy you.

Question 29

If I realize that the sizes, I gave during my booking are not correct, can I change them?

Accepted Answer

Sure. In this case, it would be good to email your correction directly to the shop in which you booked.The contact details of the shop are written on your voucher of confirmation. You can also contact us for help.

Question 30

How do they select the size of my skis and poles?

Accepted Answer

The shop will take a look at all the information you gave in the “binding adjustment” step.It is a very important step for them to prepare in advance your equipment. You will gain time in the shop if you do not skip this step on our website.

Question 31

I booked for 6 days, why can’t I get the 7th for free?

Accepted Answer

This offer does not apply to all our shop partners. But when it does it is automatic, you can select 6 days, and then 7 to see if the price is changing.

Question 32

In my booking, not everybody has the same dates? How can I manage this?

Accepted Answer

For 2 different booking periods, you would need to make 2 separate bookings for each period.

Question 33

I chose the wrong dates, how can I change it?

Accepted Answer

If you make a mistake, you can correct it until the booking period starts. For this, you would need to contact us via telephone, email or chat. Then, we will let you know if we can change directly your booking. Or if you need to make a new booking so that we could cancel the first one and refund you.

Question 34

Which dates should I select for my stay? Possibility to collect the equipment before?

Accepted Answer

The first day in your booking should be the day when you start skiing. Because it is for most of the shop possible to collect the equipment on the day before the first day of skiing after 4pm. (you can check that by clicking on the name of the shop)The last day in your booking should be the last day of ski. You can return the equipment until the closure of the shop.

Question 35

Can I book my ski pass on your website?

Accepted Answer

We do not offer ski passes on our site, so please contact the relevant tourist office for details of how to book your pass in advance.

Question 36

Why isn't the shop of my choice available for online booking?

Accepted Answer

There are various reasons for this, such as the shop being out of stock (which is why it's important to book in advance), the ski lifts being temporarily closed or the shop opening later than the resort.

Question 37

When I enter my coupon code at the end of my booking, the amount of the coupon is not deducted from the amount to be paid, why?

Accepted Answer

In fact, only the amount of the coupon will appear. But don't worry, the amount debited will be reduced by the amount of the coupon, as you will be able to check on the payment confirmation that you will receive once the payment has been made. If you still have any doubts, please do not hesitate to contact us.

Question 38

My child will be 13 during our ski holiday. In which age category should I book?

Accepted Answer

The age category to choose is the one that corresponds to the age your child will be on the first day of rental of the equipment.

Question 39

I can't finalise my booking, I can't change the dates or the information.

Accepted Answer

This is probably due to a problem with your browser's cookies or cache.On Windows, please do the following on your browser ctrl + shift + delete and "erase data"; this should solve the problem.

Question 40

What are the openings hours of the shops in which I booked?

Accepted Answer

The opening hours are written on your voucher of confirmation. They also appear when you click on the name of the shop on the website.

Question 41

Is it possible to reserve a specific model?

Accepted Answer

It is not possible. You need to book in a price category which corresponds to your ski level. The shop will then give you the most suitable equipment according to your sizes and level. You can contact the shop after the validation of your booking to discuss the ski models available.

Question 42

I would like to add something/someone to my existing booking, how can I do?

Accepted Answer

It is unfortunately not possible to add someone or something to an existing booking. You would need to make a new booking for this person or item.

Question 43

How can you explain the price difference between my quote and my booking?

Accepted Answer

Our prices are constantly changing in both ways which can explain this difference. We suggest you to validate your quote as soon as you are satisfied with the final price.

Question 44

How long my basket stays active?

Accepted Answer

Your basket can stay active until you delete it. Nevertheless, our prices are constantly changing in both ways which affects your basket. We suggest you to validate your basket as soon as you are satisfied with the final price.

Question 45

How can I let a review about my booking?

Accepted Answer

You can rate the booking process with the ekomi link that you will receive after the booking is made online.You should also receive a link to rate the shop in which you booked after the booking period is passed.

Question 46

I can’t book on the website, what should I do?

Accepted Answer

Please contact our hotline and we will assist you with your booking.

Question 47

Can I make a last-minute booking?

Accepted Answer

It is possible, but it depends on the shop selected. Some offers more flexibility than others.

Question 48

Minimum booking period vs maximum booking period?

Accepted Answer

The minimum booking period is 1 day, but not for every shop partner. For some period, it could be a minimum of 3 days for certain shops. And the longest possible period is 14 days.

Question 49

Can I get an invoice for my booking?

Accepted Answer

The shop which gives you the equipment should be contacted for an invoice to be issued. We cannot provide you more than a “payment confirmation”.

Question 50

Which payment method can I use for my booking?

Accepted Answer

Depending on your country you can use the following payment method: Visa, MasterCard, Paypal, Diners club, Giropay, ELV, Maestro, iDeal, Postfinance, Przelewy24, Sofort Bankink

Question 51

Can I use some “cheque vacances” (ANCV) to pay for my booking?

Accepted Answer

Most of the shop in France will accept this payment method there. If you have a doubt, you can contact the shop directly and ask. Their contact details are always written on your voucher of confirmation.It is also possible to check that here: https://guide.ancv.com/

Question 52

What should I do, if I do not have my booking confirmation with me in the shop?

Accepted Answer

It is always better to print out the voucher and bring it with you to the shop. Some of them accept to see the booking in a digital format. If you would have a problem in the shop, please call us, and we will help you.

Question 53

I did not receive my booking confirmation email, what should I do?

Accepted Answer

Send us an email with all your booking information, and we will send it to you.

Question 54

How long does it take to receive the booking confirmation?

Accepted Answer

You should receive it instantly. In the last step of the booking, after the payment is made, you also have a possibility to download your booking confirmation.

Question 55

When I enter my coupon code at the end of my booking, the amount of the coupon is not deducted from the total to be paid, why?

Accepted Answer

In fact, only the amount of the coupon appears, but don't worry, the amount debited will be reduced by the amount of the coupon.You will be able to check this on the payment confirmation that you will receive at the end of the payment process. If you still have any doubts, please do not hesitate to contact us.

Question 56

My promo code does not work/ what can I do?

Accepted Answer

Please send us an email with all your booking details.

Question 57

Where can I enter my promo code?

Accepted Answer

You need to enter your promotion code at the very beginning of the booking process during the date selection

Question 58

I forgot to enter my promo code, how could I add this to my current booking?

Accepted Answer

it is unfortunately not technically possible to enter a promo code in a booking that has already been made.

Question 59

I am part of a group, how could I get a group discount?

Accepted Answer

Please send us an email with your dates, the name of the resort in which you want to book, the name of the shop, the number of people and their ages.

Question 60

I saw that the shop offered a child for free option, but it does not work when I am trying it for my kid, why?

Accepted Answer

Usually it applies only to the age category that the shop consider as “child” and it does not apply for the Junior and Teens

Question 61

The shop offers a child for free option, but when I look at the price for my child it is not free.

Accepted Answer

To enable the child for free offer, you need first to select the equipment for the number of adults required by the shop.

Question 62

How are the snow conditions in the resort?

Accepted Answer

You can consult the snow conditions of the resort you selected here:https://www.onthesnow.co.uk/

Question 63

How do I know which shop is the closest to my accommodation?

Accepted Answer

When you are on the shop selection page, you can click on “show on map”, then you will be able to see all our shops and their location in the resort.

Question 64

Is it possible to return the equipment in another shop?

Accepted Answer

No, it is not. You should always return the equipment in the shop where you collected it.

FAQ

SKI DELIVERY

How do I return my equipment?

Is it possible to change equipment during the week?

What if something breaks - or we need something while we are skiing?

What if equipment (boots) doesn´t fit?

What time do you deliver? How can I set details for delivery?

Is there an additional service fee?

What does Ski Delivery mean and how does it work?

EQUIPMENT

SIZES

DATES

BOOKING PROCESS

PAYMENT

VOUCHER

PROMO CODE

CHILD FOR FREE

SNOW CONDITIONS

SHOP CHANGES

CANCELLATION & REFUND