Help/Advice with reservations
I’m already a customer, how do I find last year’s reservation?
Simply log into your account at http://www.ski-republic.com/login. Your user name is the e-mail address you used to make the original reservation. Your password was sent to this address when you made the original reservation. If you’ve lost/forgotten your password, click on the link “Forgot your password?”, and then follow the instructions on screen.
How do I rent a helmet?
At SKI REPUBLIC, helmet hire is free; therefore there is no need to reserve one. Just ask our team in store and they will provide one; so you can ski in safety at no extra cost!
Are ski poles included in the cost?
Yes, of course! Our team will supply ski poles in your size with every pair of skis hired.
How does the “2 for 1” offer work?
This offer allows you to hire two sets of ski equipment and pay for just one! Placing the equipment in order from most to least expensive, every second set is free! For example: You hire 2 “Performance” packs, one “Junior” pack and one “Kid” pack: the second “Performance” pack and the “Kid” pack are free!
How does the “2 for 1” offer work if we’ve an odd number in our party?
One the rule above has been applied to the paired materiel; you’ll receive a complementary discount on the remaining equipment!
Can I get the “2 for 1” offer in the shop?
Yes, you can. We do still advise you to book on line. This allows you to choose your equipment at your leisure, to reserve your equipment (for all your family or group) in one sitting, and speeds up ski collection when you arrive in resort: book from home and your equipment will be ready when you arrive! The personal details you give us on the website allow us to pre-fit your skis, cutting your wait to a minimum! In any case our team will be there to advise you in store and if necessary they will help you choose the equipment, from the chosen category, that is best suited to your fitness, your needs or even the snow conditions!
What forms of payment do you accept?
Online, you can use your Mastercard or Visa. In our shops we also take cash, cheques drawn on a French account or « Chèques Vacances ».
Last season Customer Services gave me a credit note, how do I use it?
Contact Customer Support via http://www.ski-republic.com/en/contact, so they can give you a code to use online. You can then enter this code in step 5 of the online booking process and the discount will be taken from your 2011-12 order.
Do you rent out just skis or snowboards (without boots)?
Yes, just uncheck the box marked “boots” when adding your order to the basket.
Is it possible to hire boots on their own?
Not on our website; but in store this may be possible depending on available stock.
Do you rent out snowshoes?
Not online, but in very probably in store, again dependant on the stock available. Just phone the shop the week before your stay to make sure.
How do I know what size skis I need?
Our team in store will choose the correct size for you using the information you supply in your booking: your height, age, skill level, weight and the type of skis or snowboard you wish to hire. If you want a particular size, please let us know by replying to the e-mail confirming your order.
We’re a large group (5 people or more) how can you help us?
Don’t hesitate to contact Customer Support, via http://www.ski-republic.com/en/contact, with the date of your trip and the resort where you’ll be staying, so we can arrange the help you need.
Changing my order before my stay
What happens if we get something wrong in the personal details (age, weight, height, skill level)?
These details allow us to set the safety releases on your equipment, so they’re ready on arrival. The best thing to do is contact Customer Support at http://www.ski-republic.com/en/contact.
What happens if I need to change my contact details (postal or e-mail address)?
These can be updated by logging into your account at http://www.ski-republic.com/login
What happens if we need to change the hire dates?
There are three cases to consider, depending on your needs:
* If you wish to bring forward the first day of hire: you’ll need to contact Customer Support at http://www.ski-republic.com/en/contact, so they can change the booking and our team in store can get your equipment ready for you to ski, no waiting!
* If you with to shorten the hire period: contact Customer Support via the contact page at http://www.ski-republic.com/en/contact, so they can modify your booking and arrange a refund if one applies. (See paragraph “Cancellation, breakage or theft guarantee” for more details.)
* If you wish to prolong the period beyond the last booked day: this can be done in store. Just don’t forget to tell our team!
Cancellation, breakage or theft guarantee
Exactly what is covered by the “Cancellation, breakage or theft guarantee”?
Just as the name suggests, it covers you if you have to cancel your web reservation or if during your stay your equipment is damaged or stolen. The guarantee is optional (tick or untick the box as necessary).
More precisely:
* Web cancellation: with this no-hassle guarantee, you’re able to cancel your order without penalty up to three days before hire is due to begin.
* Breakage or theft: this guarantee covers accidental damage or theft of you equipment during your stay. If you haven’t taken this option and your equipment is damaged or stolen, you’ll have to pay Ski Republic for repair or replacement.
For more details, visit our site at http://www.ski-republic.com/en/terms-and-conditions .
Remember to check what your travel insurance actually covers regarding hired equipment, so if necessary you can take our “3 in 1” guarantee and enjoy peace of mind on your holiday!
Can I take the “Cancellation, breakage or theft guarantee” after confirming and paying for my order?
Once you’ve confirmed your order, this is not possible through our website. However, if you discover that your insurance doesn’t adequately cover breakage or theft of hired equipment, it is possible to take our “Breakage or theft guarantee” (not cancellation cover) when you collect your equipment from the shop.
What flexibility is there during my stay?
Can we collect our equipment the evening before our first ski day?
Yes of course, depending on equipment return by prior clients and the regular servicing and maintenance of our winter sports equipment. If equipment is available in the category you have ordered, you can collect it from 4pm the evening before hire is due to begin, at no extra charge! Our teams will do their utmost to make your equipment available at the earliest possible moment, so you can make the most of the pistes from the very start of your holiday. To make things easier on your first day, don’t forget to check the location and opening times of your chosen shop at http://www.ski-republic.com/en/ski-hire-resorts.
Can we change equipment during our stay?
Within equivalent categories, you can change ski model, swap skis for a snowboard or vice-versa all at no extra cost. You can also move to a higher category (“Sport” to “Performance” for example), in which case you only pay the difference in price for the remaining days of hire.
When do I have to return my equipment?
You can choose! Either when you finish skiing on the last day, or before 10 a.m. the following day! Again, make things easier for yourself and don’t forget to check the opening times of your chosen shop at http://www.ski-republic.com/en/ski-hire-resorts.