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FAQ’s
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Our Collection
How it Works
FAQ’s
Contact

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Frequently Asked Questions

We offer 5, 7 and 10-day rentals.

Your rental begins on the day your parcel is delivered to you and ends on the day you return the parcel to us.

For example, if your 7-day rental begins on Monday, Monday is Day 1 and Sunday is Day 7. Your parcel must be handed to the specified return carrier on Sunday, subject to the return instructions supplied with your booking.

We offer 5, 7 and 10-day rentals.

Submitting a rental request does not automatically reserve an item. It will put a temporary hold on the item, however the order is only reserved once payment has been made.

Once we receive your request, our team will check that your chosen pieces are available in your required size and for your requested dates. We will then send you an email with a payment link, once you have confirmed payment, then your item will be reserved.

Accidents happen, particularly on the mountains.

For £7 per rental, you can choose to add optional Damage Protection when making your booking.

Damage Protection covers the cost of repairable accidental damage up to a maximum repair cost of £50 per rental.

We know that renting clothing online can make finding the perfect fit a little more difficult.

If your item doesn’t fit when it arrives, contact us within 24 hours of delivery.

Under our Fit Guarantee, provided the item remains completely unworn other than being tried on for fit, with all tags/security ribbons intact where applicable, and is returned in accordance with our instructions within one day of delivery, we’ll refund 25% of the item’s rental charge.

The remaining rental charge is retained because the item has been specifically reserved for you and unavailable for another customer to rent during that period.

Our Fit Guarantee is an additional contractual policy and does not limit any cancellation, refund or other rights you may have under applicable UK consumer law.

We strongly recommend checking the individual size information on each product before requesting your rental.

You are responsible for looking after the rented items while they are in your possession.

If an item is lost or stolen, contact Chalet Collection as soon as possible.

Damage Protection does not cover loss or theft.

Subject to our Rental Terms & Conditions, you may be responsible for the reasonable replacement value of an item that cannot be returned.

Possibly!

Contact us before your scheduled return date and we’ll check whether the item has another booking.

If it’s available, we may be able to extend your rental for an additional charge.

Please don’t simply keep an item beyond your agreed rental period without receiving confirmation from us first.

Our pieces often have another trip waiting for them.

Your item must therefore be handed to the specified return carrier on or before the final day of your rental period, in accordance with your return instructions.

Late returns may incur additional charges as set out in our Rental Terms & Conditions.

If something outside your reasonable control prevents you from returning an item on time, contact us as soon as possible.

Don’t panic — contact us and tell us what happened.

Please don’t attempt to repair or professionally clean the item yourself.

When the item is returned, we’ll assess the damage and let you know whether specialist cleaning or repair is required.

If you’ve purchased Damage Protection and the damage falls within its terms, we’ll cover eligible repair costs up to £50.

For damage outside of this cover, you may be responsible for reasonable repair or replacement costs in accordance with our Rental Terms & Conditions.

Damage Protection does not cover:

An item damaged beyond economical repair
Loss of an item
Theft of an item
Deliberate or reckless damage
Damage caused by failing to follow the item’s care instructions
Repair costs exceeding the £50 Damage Protection limit

Where an item is lost, stolen or damaged beyond economical repair, you may be liable for the reasonable replacement/market value of the item in accordance with our Rental Terms & Conditions.

Where repairable damage exceeds £50, you may be responsible for the reasonable repair costs above the amount covered by Damage Protection.

No — please leave that to us.

A compulsory cleaning fee is added for each item rented.

Every piece is professionally cleaned and inspected between rentals to ensure it arrives ready for its next trip.

Please do not wash, dry clean, iron, tumble dry or attempt to remove stains yourself, unless we have specifically instructed you to do so.

If a delivery delay caused by us or our delivery arrangements affects your agreed rental period, please contact us immediately.

We’ll work with you to find an appropriate solution, which may include adjusting your rental period or providing an appropriate refund depending on the circumstances.

This does not affect your statutory rights.

Yes. Chalet Collection is an online rental service and your pieces will be delivered directly to your chosen UK address.

We’ll send you tracking information once your order has been dispatched.

Delivery and return charges, where applicable, will be clearly shown before you confirm your booking or on your rental invoice.

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