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Faq

If you have a question that is not answered below, please do not hesitate to contact us via our contact form or by e-mail and we will reply as soon as possible!

Booking

  • ​How do I know that my booking request has been received?
You will get a message that confirms when submitting your request.
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  • How can I add to or change my booking?
​Contact us by e-mail, enter the booking number and what you wanna change and we will look in to it as soon as possible.
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  • When do I get the equipment and when will it be returned?

To postal service: The equipment will be delivered to your nearest postal service at the latest 10:00 the first day of rent but usually already the day before. Return to your postal service is due at the latest the last day of your rental period.

Pickup: Enter an approximate pickup time during the first day of the rental period in your booking request. Returns: Enter an approximate return time during the last day of the rental period in your booking request.

Payment

  • Are all prices on hikehire.se including VAT?
Yes, and all prices are in SEK.
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  • What payment method can I choose?
Rented equipment is payed by swish, items bought in the category accessories and outlet are payed with credit or debit card through the secure payment service provider stripe or with PayPal.

  • When should a rental be paid?
The rent is payed by swish when you have accepted the booking confirmation to finalize and confirm the booking.
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  • What if I regret booking?
In case of cancellation and presentation of a medical certificate, the full amount is refunded.

​If canceled earlier than 1 week before the start of the rental period, an administrative fee is charged at 150:-. If canceled 5 days before the start of the rental period, 75% of the amount will be refunded. If canceled 3 days before the start of the rental period, 50% of the amount will be refunded. If your booking has been sent, it is considered that you have started using the equipment, and cancellation is not possible.

Delivery

  • Do you ship outside Sweden?
No.

  • What are the shipping costs?
Items in the category accessories and outlet are shipped for free. Costs for shipment of rented equipment varies from 299:- to 599:- and depends on the total wight of the equipment that is rented, the price will be specified on the booking confirmation.

  • I live near Stockholm, can I pickup the equipment directly at your place?
Absolutely! Pick up is free of charge and possible in Haninge south of Stockholm, choose pick up from HikeHire on the booking request.

  • What's your delivery time?
Equipment ships with prepaid shipping and arrives at your nearest postal service at the latest 10:00 the first day of rent but useally already the day before.

  • How do I know if my order is delivered from HikeHire?
When we ship your order, an email will be sent to you confirming that your order is on it's way. You also get a separate mail with tracking information so that you can follow your order via Postnord's website.

  • How do I know when I can pick up my order at my postal service?
When your order has arrived, Postnord sends you an SMS with information.

  • How long do I have to pick up my package?
Your package remains with the postal service for 2 weeks. After that time, your package will be sent back to us. If you do not get it out, you will be charged 350:- for administration.
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  • What happens if I have received a delivery confirmation from HikeHire but no notification from the post?
You can track your order through the tracking information you receive when the order is shipped. Contact us if the order appears to be stuck on the road. If the order is it at your place of delivery, you can collect it with your identification and the order number.

  • What do I do if the equipment is transport damaged on arrival?
First and foremost, notice this to your postal service when you pickup the package. This so we can do a reclamation if necessary. Once you've done this, contact us and we'll help you further.

Product returns

  • I want to make a repurchase, how do I?
Your package contains a return label and a return slip. Fill in the return slip, put it and the product / products in a package, paste the return label on the package and hand it to your postal service.

  • I want to make a change, how do I?
Notes the change on the return slip. Please indicate which product and color and size you want to change. Hand the package to your postal service. It is also possible to switch to completely different product as long as it costs as much or less than your originally order. If you switch to a lower priced item, we will credit the difference. We reserve us from that the item you wish to exchange may be sold out when we receive your return. In that case we cancel the purchase and credit the amount for the return.

  • I want to make a complaint, how do I and what warranties do I have?
If it's possible to take a picture of the item, thus showing us the problem it will make the handling of your case easier. Send the picture in an email to kontakt@hikehire.se and write what has happend and how you have used the product / products. Once we have received the information, we will return to you about how we proceed on the matter.
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  • I have sent a product and want to know the status, how do I?
Your return will be processed as soon as we have received it. You will receive a confirmation by email once we have handled it.

Equipment

  • How should the equipment be used?
The lessee is responsible for having the knowledge required to handle the products and staying in the environments for which the equipment is made. The correct product does not replace assessment and risk awareness. In your booking confirmation you will receive PDF manuals and other relevant information for the equipment you have hired, we recommend that you read the material before use.​

  • In what condition is the rental equipment?
In very good condition, the oldest equipment we rent out is purchased November 2018.

  • ​What do I do if the equipment doesn't match my expectations?
​If it's possible to take a picture of the equipment, and thus show us what does'nt match your expectations, this will make the handling of your case easier. Send the picture in an email to info@hikehire.se and write what has happend and how you have used the product / products. Once we have received the information, we will return to you about how we proceed on the matter. 

  • What do I do if the equipment gets damaged during my rental period?
Should the equipment be damaged during the rental period, please contact us immediately so that we can assess the repair / replacement requirement as early as possible.
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