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Informations

Frequently Asked Questions

Cancellation, breakage or theft guarantee

What happens if I damage or lose my equipment?

If you have not taken out our damage & theft cover then we will charge you for the replacement cost of the equipment. If you have holiday insurance, we will provide you with an invoice and you can then usually claim this back from them.

In the event of theft, loss or damage beyond repair the replacement costs are as follows:

Replacement Cost without Damage & Theft Cover 
Junior Bronze/Silver Ski 95.00€
Junior Ski/Snowboard 150.00€
Teen Ski 250.00€
Adult Bronze 400.00€
Adult Silver 500.00€
Adult Gold 600.00€
Adult Platinum 700.00€
*A discount of -15% will be taken off for each year in circulation.

Excess to pay with our Damage & Theft Cover
Junior Bronze/Silver Skis 50.00€
Junior Gold Ski/Snowboard 65.00€
Teen Ski 95.00€
Adult Bronze 100.00€
Adult Silver 150.00€
Adult Gold 250.00€
Adult Platinum 350.00€
*A discount of -15% will be taken off for each year in circulation.

Help/Advice with reservations

Can I hire a helmet from you?

Yes of course! We now have a great stock of helmets for adults and children. Please select the box next to the helmet when you’re booking and it will automatically adjust the price and your helmet will be included.

Do I need to present the online booking confirmation?

Yes, please print the PDF of your booking confirmation and present it to a member of our staff in resort. This includes if you have pre-booked the mobile delivery service.

Do you offer discounts for Ski Club of Great Britain members?

Yes we offer an extra 5% discount off of our already competitive online discounts. Please contact the SCGB for the promotional code.

Do you offer group discounts?

Depending on your holiday dates and the size of your group, we may be able to provide you with a promotional code. Please contact us for more information.

Does it cost extra to have equipment delivered & fitted at my accommodation?

Freeride can deliver and fit your equipment in the comfort of your accommodation saving you the hassle of having to queue in a busy shop. Our mobile delivery service is available in selected resorts and is free of charge, however online discounts may vary from choosing to collect your equipment from one of our stores.

How do I arrange for the collection of the equipment at the end of my holiday?

To avoid us coming to your accommodation and your group still being out enjoying apres-ski, please arrange a time with the technician who fits your equipment or call us the day before your departure to arrange a suitable time. Please note we require you to be present when we collect the equipment to ensure everything is returned correctly.

How does the price match guarantee work?

Freeride offer competitive online discounts on our resort prices and provide a price match guarantee. If you see the same equipment from the same year/model being offered at a cheaper price, we will refund you the difference. This guarantee is offered on condition that the same type of service is provided i.e. equipment collected from the shop or equipment delivered to your accommodation.

I am booking for other people/my family and want to make sure they get the best skis. Does this mean I book Platinum skis for everyone?

The best way to select the correct category of equipment is to choose based upon your experience. Please refer to the Equipment page for help.

I am collecting equipment from the shop, what time the day before the first day of skiing can I collect my equipment?

You can collect equipment from 15h30 the day before your first day on the slopes.

I have tried to book online but my card has not been authorised, why is this and what can I do?

It is possible that your bank has blocked the payment for security reasons because it is an overseas (€) transaction. Please contact your credit card company to unblock your card and either try the transaction again (if you still have the original order open) or contact us on + 33 (0)4 79 00 42 41 and we will process the payment manually and update your original order.

I have tried to book online but the website doesn’t seem to be working, what shall I do?

Our booking system has been designed to be as user friendly and reliable as possible. However, should you experience any problems when trying to make a booking please contact us either via livechat, call us on + 33 (0)4 58 14 00 00 or email us at customerservice@freeride.fr.

I need to get some boots fitted to go with my rental skis, how can I make sure I get an appointment at the beginning of my holiday?

We offer a specialist boot fitting service in the following stores: Precision Arc 1950, Precision Méribel Centre, Precision Tignes Val Claret and Precision Val d’Isère Squaw Valley.
Please contact us to make an appointment as we provide a custom fit solution and this can take up to 1.5 hours.

I really want to book a specific pair of skis for my holiday can I do this with you?

We cannot guarantee specific models especially during high season. However, if you have an idea of the type of ski/snowboard that you would like, please add this in the comments box during the booking process. We can’t promise but we will endeavour to provide you with the closest model that you have requested.

I would like to speak to somebody in person, how can I contact them?

You can contact us via the live online chat or call our customer service team:
UK: +44 020 3445 5505
FR: +33 (0)4 58 14 00 00

I’d like to add my information to an existing group booking, how do I do this? Can I add it on or do I have to start a new booking?

Unfortunately, you need to start a new booking. Log in to your account and add the new booking and both bookings will be processed together by our resort team. However, if it is just a modification to a size or model of ski/boot, please email us at customerservice@freeride.fr and we will edit your booking.

I’m travelling this weekend and would like to book equipment but the website won’t let me – what shall I do, is it too late?

You can book your ski & snowboard equipment online up to 24 hrs before your first day on the slopes. Booking earlier will guarantee the best price. If you have left it too late, please call us and we will see if we can process your reservation over the phone.

I’ve booked online but have not yet received a confirmation email – how can I be sure the booking has been made?

You should receive an automated confirmation email when payment has been received by our online banking system. If you have not received confirmation, please contact us and we will look into the problem.

If I have booked the mobile service how do I arrange for delivery and fitting of the equipment?

In most cases we will have already delivered your equipment to your accommodation to save time later in the day. When you arrive in resort simply contact our mobile service and we will arrange a suitable time to visit you to check the equipment fits and to make any adjustments to bindings. Please refer to our contact page for the relevant contact details.

My child is quite tall and heavy for his/her age but he/she is only 12 – does he/she still qualify for ‘Junior equipment?

We would recommend Adult equipment because skis and boots available in larger sizes are slightly stiffer enabling better edge grip and are more stable at speed.

We’ve been quoted a promo code for a discount by the tour operator we booked with – but it doesn’t work on the website – what shall I do?

Please contact us and we will look into the problem.

What will I need in order to make a reservation?

To make a rental reservation, you will need your holiday dates, details of height, weight, ability, age and shoe size for each member of your party and a credit card to complete payment. If you would like your equipment delivered to your accommodation, we will also require the name of your tour operator and the address of where you will be staying in resort.

Why have I been asked for my holiday dates twice?

The first date we ask you for is the date you arrive in resort. This is very often the day before you start skiing. We need to know so we can ensure your equipment is delivered when you arrive or is waiting for you to collect in the shop.
The second date you will be asked for is your first day on the slopes and by default our system will display this the day after your arrival in resort.

What flexibility is there during my stay?

Can I get a refund if I return my equipment early?

Upon presentation of a medical certificate obtained in resort we will refund any days not used or provide an official letter for your insurance.  We do not, under any circumstances, offer refunds due to weather conditions or partial ski lift closure.

I have my own skis/Snowboard and would like to get it serviced in resort, is this possible?

Yes, this is possible and can be done by dropping off your equipment at one of our stores before 17h00. Equipment is serviced overnight in our central workshop using modern tuning robots and will be ready for collection the following morning before the lifts open.