FAQ

CUSTOMER SERVICE

Customer service

Live chat 7/7
contact@lespetitsmontagnards.com

ORDER

How can I place my order?

The order is made exclusively online on our website. To validate it, you must pay in full and a deposit is required. An order confirmation will be sent to you by e-mail with the details of the transaction.

How can I pay for my order?

Payment is made by credit card or alternatively by bank transfer. A bank imprint for the deposit will also be taken when ordering but will not be debited.

How can I pay the deposit?

The deposit is an undebited bank imprint. The deposit is automatically captured when paying for your order.

What is the minimum deadline for placing an order?

It is necessary to place an order at least 4 working days before the first day of rental, in order to guarantee the preparation and delivery of your equipment.

It is strongly recommended to place the order as early as possible so that you can have a wide choice of products available.

What is the minimum rental period?

The minimum rental period is 2 days (1 night).

Why can't I book my rental dates?

It is possible that the desired items are no longer available for the selected dates or that the order deadline is too short (less than 4 working days before the first rental day).

Can I cancel my order?

You can cancel your order up to 15 days before the scheduled shipping date. After this period, cancellation fees may apply, and once the equipment has been shipped, cancellation is no longer possible.

How do I cancel my order?

To cancel an order, please send an email to contact@orentees.com with your order number. If the cancellation is made before shipping, you will be refunded or given a credit.

Why is there a price difference between the displayed rate and the one in my simulation?

Rates shown are based on a standard 8-day rental. If your rental length is different, the price per day may vary due to rate adjustments.

DELIVERY

What are the delivery methods?

Delivery is made everywhere in France. There are several options:

-Delivery to Relay Point

-Delivery to postal address (personal or professional)

-Delivery to ski resorts: We have a network of “Point Station” partners in the main French ski resorts.

How is delivery done?

We deliver throughout mainland France and some European countries. Orders are shipped with enough time to be received at least one day before the start of the rental.

What are the delivery times?

Delivery is usually within 24 to 48 hours. To avoid delays, it is recommended to order at least 4 working days before the first rental day.

Can I have it delivered to the station?

Yes, we offer station delivery via our partners "Points Station". The list of stations is available on our website.

How to select the delivery method?

The delivery method must be chosen when finalizing the order. You can opt for delivery to a Relay Point, to your home, or to a station.

Note: Shipping options appear once you have entered all billing/shipping information.

Do you ship to other countries?

We also deliver to Belgium, Luxembourg and the Netherlands for an additional fee. Delivery to Switzerland is not possible, but you can choose a Relay Point at the French border.

Is it possible to have it delivered to a hotel or holiday club?

Yes, we deliver to hotels and holiday clubs, provided that reception is open at the time of delivery.

It is up to you to check whether your host accepts the reception and collection of packages.

What are the delivery costs?

Costs vary depending on the delivery method: delivery to a Relay Point is free, home delivery costs from €5, and to a station costs from €20.

Fees for Corsica and foreign countries may be higher.

Can you deliver to Club Med?

Yes, we deliver to Club Med. Simply provide the Club Med address when ordering and let them know when you have received a package for you.

RETURN

Do I have to clean rental items before returning them?

No need to clean them, we take care of hygiene.

However, you should turn dry items over and check that you have not forgotten anything inside.

Regarding tents, they must be returned dry, dust-free and without any debris inside.

Where can I find the Return label?

The Return label is provided directly. It is inside the package you received.

How does the rental return work?

The return is made either:

  • via a deposit at a Relay Point or “Point Station”, 
  • via collection from a carrier at your home or accommodation

You must return the equipment on the first business day after the end of your rental using the packaging and labels provided for this purpose.

When should I return rental equipment?

Equipment must be returned on the first business day after the last rental day, before 10am.

At which Relay Point should I drop off my package?

The package can be dropped off at any of the carrier's relay points (DPD or Pickup depending on the return label)

What if I am late returning the equipment?

In case of unreported delay, a penalty of €15 per day will apply. If you anticipate a delay, contact us immediately to avoid additional charges.

How to return the tent and bivouac equipment?

THE tents as well as the duvets and the backpacks must be aired, dusted and dried before being returned.


SPECIAL CASE OF TENTS:

Tents (tent & flysheet) must be returned:

- dry,
- the interior of the tent cleaned of all debris, dust, sand, earth, etc.
- The exterior (under the tent) must be left clean as it is protected by the groundsheet provided for this purpose. (applicable if groundsheet/survival blanket provided)
with the same equipment as when delivered (hoops, ropes, stakes, etc.)


ANY FAILURE TO COMPLY WITH THESE RULES WILL RESULT IN AN ADDITIONAL CLEANING CHARGE AND/OR REPLACEMENT OF LOST EQUIPMENT.

RENTAL

How much does the rental cost?

The rental price depends on the duration and the items chosen. The easiest way is to do a simulation directly on our site. The price displayed includes delivery and return to a Relay Point.

How much is the deposit?

The deposit corresponds to the value of the new equipment and is automatically taken in the form of a non-debited bank imprint at the time of ordering.

Is it possible to extend my rental?

Yes, please contact us as soon as possible to check equipment availability. Additional charges will apply depending on the extended duration.

Is the equipment clean and in good condition?

All equipment is inspected, cleaned and disinfected after each rental. If you notice any damage upon receipt, contact us immediately.x§

What happens if the size doesn't fit?

If the size is not suitable, please contact us within 24 hours of receipt. We can offer a size exchange, with shipping costs being the responsibility of the renter.

Is it possible to rent equipment for a group or school groups?

Yes, for group rentals please fill out the specific request form available on our website or contact us directly for a quote.

Is it possible to rent ski clothing directly at the resort?

No, all orders must be placed on the website. We then deliver to all stations.

General questions

What should I do if I damage (or lose) an item?

If you damage or lose an item, you must report it by email, indicating your name, the order number and the item concerned.

You are not allowed to do the repairs yourself.

Upon receipt, we check the equipment and estimate the cost of repairs. This cost will be communicated to you and a deduction will be made from the deposit depending on the extent of the repairs.

What to do if an item is stolen?

If an item has been stolen, you must report the theft to the relevant authorities as soon as possible (24 hours) then inform us and provide us with the theft report.

These steps will most likely allow you to be covered by your insurance for the costs incurred.

What to do if an item is stolen?

If an item has been stolen, you must report the theft to the relevant authorities as soon as possible (24 hours) then inform us and provide us with the theft report.

These steps will most likely allow you to be covered by your insurance for the costs incurred.

Can I buy the rented equipment?

As of today, you cannot keep and purchase the rented items.

However, you can see the equipment available for sale in our "second hand" section.

Shopping cart

Book in advance!

  • ✅ Book online: no stock in station.
  • ✅ The earlier you book, more choices you have!
  • ✅ Reservation at least 4 working days in advance.

📞 Need help? Our customer service is here for you.

We use cookies to improve your experience on our website. By browsing this website, you agree to our use of cookies.
en_USEnglish
X