Commonly asked questions
How does delivery and return work?
Your tent is delivered via tracked courier before your rental starts. After your trip, pack it back up, attach the prepaid return label, and drop it off at a designated point. Your return label will be sent to you via email 2-days before the end of your rental.
When will the tent arrive?
We aim to deliver your tent 1–2 days before your rental begins, so you’re ready to go.
How do I return the tent?
Use the return bag and prepaid label included in your box. Just drop it off at the closest drop-off location. No printer needed.
What if the tent gets damaged?
If anything gets damaged during your trip, let us know as soon as you can. We understand accidents happen — small issues like a bent peg or a torn guy line are usually covered by our accidental damage protection. For more serious damage, we’ll assess it fairly and only charge if necessary. Transparency and trust are key — no hidden fees or surprises.
Do I need to pay a security deposit or authorisation?
When you place your rental order, we apply a temporary security authorisation (also known as a pre-authorisation or card hold) to your payment card. This is not a charge, but a hold to ensure funds are available in case of damage or missing items. The hold is automatically released once the gear is returned in good condition, with no action needed on your part.
What does Accidental Damage Cover include and exclude?
This optional add-on limits your liability to just £50 if any part of the tent or included accessories (e.g. poles, flysheet, pegs, footprint) is accidentally damaged during your rental. It does not cover theft, loss, or damage caused by negligence, misuse, or failure to follow setup and care instructions.
What if I need to cancel or change my booking?
You can cancel or amend your booking up to 72 hours before dispatch. Just email us and we’ll help you out.
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