Got Any Questions?
The questions and answers on this page have been organised into groups for your convenience. If you cannot find the answers you need, then please feel free to contact us.
What time are your shops open?
Where are your free pick up points located and what times are they open from?
I am interested in hiring but have some further questions?
I have hired from you but have some further questions regarding my contract?
I am interesting in buying some of your ex hire equipment
I am interested in purchasing some goods over your site but would like some more information?
I organise a large group/school party can you accommodate us?
I am going skiing/snowboarding for the first time, what do I need?
Can you service/repair my skis/ snowboard/boots?
What time are your shops open?
Please visit our contact page for up to date opening times as these can vary throughout the year
Where are your free pick up points & what times are they open?
Gatwick South Terminal
Left Baggage Facility operated by Excess Baggage Company. Open 24 hours, 7 days a week. From mid-December to April our own staff hand out equipment on Saturdays & Sundays between 0400 -1700. They are situated on the first floor just outside the International Arrivals gate.
Gatwick North Terminal
Left Baggage Facility operated by Excess Baggage Company. Open from 0600 hrs to 2200. 7 days a week. They are situated on the 2nd floor in the Departures lounge by the British Airways Check in Desk.
Heathrow Terminal 1,2,3 & 4
Left Baggage Facility operated by Excess Baggage Company. Open from 0600 to 2200. 7 days a week.*
Terminal 1
Excess Baggage is situated on mezzanine level between the Departures and Arrivals Hall
Terminal 2
Excess Baggage is situated on the ground floor in Departures, near check in desks in Zone A.
Terminal 3
Excess Baggage is situated on the ground floor at the end of the Arrivals Hall.
Terminal 4
Excess Baggage is situated on the ground floor in the Arrivals Hall (Some of the Heathrow Terminals may open earlier at specific times. Please ask for details).
I am interested in hiring but have some questions.....
How far in advance do I need to book my equipment?
If you have set your heart on a specific piece of equipment then we suggest you book at your earliest opportunity to reserve the equipment. Generally Clients book 4-6 weeks in advance of their holiday.
I am going on holiday tomorrow, am I too late to hire?
No you are not, although it depends where you want to collect from. Within 72 hrs only shop collection is possible. Please phone 01293-649300 for more details.
I am leaving on a really early flight that takes off at 6am. Will I still be able to collect my equipment?
If you are flying from Gatwick our pick up point is open 24 hours, please see above.
Can I collect my equipment from Gatwick airport but return it back to the Heathrow airport?
No problem, as long as we have a pick up/drop off point, you choose the locations.
Do I have to come into one of your shops for a fitting?
It is better if you have not used us before and especially if you are hiring boots. It is advisable to have them properly fitted otherwise you will invalidate our no quibble guarantee. If you just want skis, board or clothing you do not need to visit our shop but simply either phone or book on our web site.
Could I hire some clothing without visiting your shop for a fitting?
You can order over the phone and we will dispatch the clothes to arrive the Monday before you travel. This allows time for you to try on the clothes and if they need to be changed we can send out replacements in 24 hours, thereby giving you time to have clothing for your holiday.
I hired from you last year do you have my details on record?
Yes we keep the last 2 years records on our hire system, so you may simply phone up and we can offer you similar equipment last year without the need to visit our shop.
Will I receive the equipment I tried on?
Each shop has a comprehensive fitting range, whilst you will not get the actual pair of boots or clothes you tried on you will get the identical item in the size and colour you ordered.
Does my hired equipment come with bags/carrying case?
Yes all the skis, snowboards, boots and clothing come with bags and no charge is made, as it is included in the hire fee.
Do I have to pay extra for ski poles?
Again these are included when hiring skis and no charge is made, as they are included in the hire fee.
Do you provide insurance cover for the hired equipment?
All our hired skis, boards, boots comes with standard cover. This covers you against accidental damage or breakage of skis, boards, boots, poles and bags. It also covers uncomfortable boots hired from us. If the boots you have hired from us prove to be uncomfortable please do not persevere but re hire in the resort and we will refund our hire charges for the period when you could not use our equipment.
Are there any extras to pay for?
The only additional charge is whether you wish to upgrade to our gold cover for the equipment.
What are the benefits of gold cover?
1. Provides cover against comprehensive damage, loss and theft of your equipment. Upgrades so the charges paid in the resort to hire replacement equipment are covered.
2. Accidental damage to clothing hired is now covered.
3. Improved boot comfort cover.
You will be refunded the cost of the resort hire if the boots you hired from us prove to be uncomfortable.
Do you post out my hire equipment?
Yes we do. Our carriers are Business Post. Goods are sent out on a 24-hour delivery. (Monday-Friday.) Delivery is between 9am - 6pm. Business Post cannot stipulate an exact time of delivery so if you're not around to sign for it then please give us a work address or similar. Equipment is sent out on certain days Skis/boards/boots/snowchains are dispatched on Wednesdays before you travel to arrive the next working day Clothing is dispatched on Fridays to arrive on the Monday before you travel.
Is there a postage charge?
Postage starts from £8.00 and is chargeable both ways.
I have hired from you but have some questions regarding my contract.....
I want to change some of the equipment?
If you wish to make a change to your booking and your contract is more than 10 days old there will be a small admin charge of £5.00. This MUST be in writing so please either fax, email or write to us with the changes, providing the equipment is available we will alter the contract and send out an amended one. Please note the new contract acts as your confirmation that the change has been done.
What to do if you want to change the Collection or Return Points or the dates of collection or return?
We will allow you to change these details once, free of charge, providing the contract is less than 10 days old. After that there will be an admin fee of £5.00. This is subject to the equipment still being available. However we will not accept changes 72 hours prior to your departure. Again any amendments to your contract MUST be done so in writing.
What to do if Excess Baggage is closed?
This applies for North Terminal Gatwick, Heathrow only. If you are returning to the Gatwick North Terminal and they are closed, please leave your equipment with Excess Baggage in the South Terminal (open 24 hrs with easy access via the shuttle). If you are returning to Heathrow and Excess Baggage is closed, please take the equipment home and contact us the next day. We will arrange collection from your home or business address at no additional cost to you.
You were happy with equipment and would like to purchase it
We will sell you a brand new item to replace the item you hired less the applicable rental fee, or if you prefer, sell you the equipment that you have hired. This offer is subject to availability. If you are returning to our Crawley or Hailsham shops, please ask the staff and they can advise you there and then. If you are returning equipment to any other location, and wish to purchase it, please ensure that our labels are still on the bag, so that we can identify it. Contact us as soon as possible and within 24 hours on 01293 649300 and we will advise you on availability and arrange for the equipment to be sent to you, subject to its availability.
What happens if your boots that you have hired are uncomfortable?
In the event that your boots that you have hired are uncomfortable, please re-hire locally in the resort. A receipt must be obtained evidencing re-hire together with the name address and telephone number of the hire shop. Standard Cover is included in your hire price and will entitle you to a pro-rata refund of our charges. If you have taken our Gold Cover, we will pay the re-hire charge in the resort. (see Terms of Hire for full details). Please do not alter the fabric of the boots or you may be liable for them.
What happens if you think the bindings are not set correctly?
When collecting your ski equipment please check that the DIN setting has been set to the figure stated on your contract. Check your boots fit in the bindings before heading up the mountain. In the case of snowboards, please check that they have been set to your correct stance, which is stated on your contract. If you are in any doubt, please take the equipment into a resort shop and ask a qualified technician to readjust the bindings. If you are charged, please obtain a receipt and we will reimburse you on your return to the UK. Do not attempt to alter ski bindings yourself. Please note that for Salomon skis using the Pilot binding system we will need your boot to set the toe height adjustment, if it's not possible for us to see the boot this adjustment can be made by a trained technician in any resort shop and should be free of charge.
What happens if postage of equipment does not arrive?
Please phone 01293-649300 and ask to speak to the Distribution Manager. He is available Monday to Friday, 10:00-17:00.
How do you return equipment by post?
If you have received items through the post, the parcel should contain the return documentation with a leaflet explaining how to return your items. If you have not received these documents, please contact the Distribution Manager on 01293-649300. He is available Monday to Friday 1000-1700.
My equipment does not arrive back from my flight with the rest of my luggage!
Contact the relevant handling agent inside the airport. They will ask you to fill in a PIR (Property Irregularity Report), detailing what is missing or damaged. Please inform them that the equipment belongs to us and must be delivered back to EDGE 2 EDGE at Unit 10 Oakwood Industrial Park, Gatwick Road, Crawley, West Sussex. RH10 9AZ Tel: 01293-649300. Please make a note of the handling agent , the PIR number & their contact telephone number used to ring for updates. Please advise us as soon as possible that the equipment is missing. Normally it is returned on the next available flight & then returned to us within 24 hours. Please note that you are still responsible for the equipment until it is returned to us and the more details you can give us, the easier it is for us to trace it.
What happens if my equipment is Stolen or Lost?
If you have our gold cover then a police report must be obtained and you will not be liable for the cost to replace. If you did not take out our gold cover then you will be asked to pay for the goods and then make a claim back from your own insurance.
I am interested in buying some of your ex hire equipment.....
What kind of guarantee comes with the equipment?
All our ex hire equipment comes with a 1 year manufacturers guarantee.
Is the equipment serviced?
All our skis and boards have been fully serviced and are ready to use on the snow. If not specified at the time of purchase, they will need to be altered to fit your boots.
How old and how much use has the equipment had?
The majority of our equipment is only one season old and has been used for between 4-6 weeks.
Can I exchange the item if the size is too small/large?
You have 14 days to exchange the goods if they prove not to be the correct size when purchasing them over the internet or phone.
Do you have an end of season sale when you sell off your equipment?
Yes we do, normally it starts 2nd weekend of April and lasts until we sell out! But if you are set on a specific item and want the best available quality we recommend getting your order in early!
How much do you sell your ex hire equipment of for?
It varies but work on the principle that most equipment is at least 50% off the RRP. Click here to browse our ex-rental bargains.
I am interested in purchasing some goods but would like more information.....
I would like some more details on the products you offer?
Yes please call 01293-649300. All our sales staff are competent skiers or snowboarders, and will be happy to offer you more advice on any product.
I do not want to give my credit card details over the website
No problem, please ring 01293-649300 and we will be happy to take them over the phone. You may order the goods and send us a cheque. We will hold the goods until the cheque clears before dispatching the goods. Please note we never send out emails or phone asking for credit card details. If we have a problem with your credit card details we will ring you stating who we are and the person you are speaking to. We then repeat your credit card details to you so we can verify that they are in/correct. If you are not sure please ask for a name and call us back on 01293-649300, we will not be offended as we value your custom and credit card security.
I organise a large group/school party can you accommodate us?
Yes we have a specialised team for dealing with groups and school trips. Please have a look at our schools page or call 01293-649300 and ask to speak to our schools/groups co-ordinator. Alternatively you can download a copy of our schools brochure.
Can the hired equipment be delivered to our school/place of work?
Yes for large groups we can dispatch the goods to the school/ place of work up to 10 days before you travel.
I am going skiing/snowboarding for the first time, what do I need?
Hats
Hats should be carried in the mountains at all times. Up to 40% of heat is lost through the head. It is vital that your hat retains warmth, if it gets wet. Snow sticks to wool. Fleece is better. Both retain warmth when wet. The hat should be capable of being pulled down over your ears in extreme conditions, as they are prone to frostbite. Browse Hats & Beanies.
Sunglasses
Your sunglasses must provide 100% Ultra Violet (UV) protection. Always look for the UV400 symbol. They should fit reasonably snugly so they don´t fall off whilst skiing. Polycarbonate lenses don´t shatter like glass and are therefore safer. When you look through the lens, the pink/brown/orange/yellow tints are best for flat light conditions. Green and grey tints may look cool, but are not as effective in low or ?flat? light conditions. Beginners fall over frequently, so don´t pack your best Oakleys, or it could be expensive. A simple glass chord will secure sunglasses to your head, and stop you losing them in the snow, or a restaurant. Browse sunglasses.
First Layer
Base (or Wicking) layer Thermal underwear can be pricey, but it wicks the moisture off your skin into the next layer, giving you comfort and freedom of movement. Cotton tee shirts may be comfortable to start with, but get damp & sticky as you perspire & hold the moisture next to your skin. Artificial fibre thermals have good wicking qualities & the material does not absorb perspiration. Browse thermal layers.
Second Layer (Insulating layer)
This layer should also allow the perspiration to pass through from the base layer, whilst trapping air in the fibres, giving you an insulation layer between your base & outer layers. Polo necks made of artificial fibre/mixes (e.g.micro-fleece), are best and are relatively inexpensive. A wool shirt can equally be used as the second layer, but it should come up high enough on your neck to keep it warm. You can buy fleece neck warmers to cover this exposed area. Browse fleeces.
Third Layer (Jacket)
Your protective layer must be snow proof (i.e. snow easily brushes off it) & retain warmth if it gets wet. Should have a hood and plenty of pockets to put goggles, sun cream, money, tissues etc in. Waterproof / Breathable fabrics are preferable, as they provide greater protection from wind and rain, and, being breathable, are more comfortable to wear. Make sure you can still do your jacket up if you decide to wear two separate insulating layers (e.g. a fleece), for very cold conditions. Browse Jackets.
Trousers/Salopettes
As with jackets, they should be a comfortable fit - neither too tight, nor too baggy. Allow an extra 2-3 inches in the leg, as the trouer leg has to fit over a ski/board boot. Snowboarders need reinforcement in the seat area of the pant , as they spend a lot of time sitting down.In very cold conditions, consider wearing thermal base layer under your trousers. Browse pants and salopettes.
Gloves
Skiers, allow enough room to be able to grip a ski pole. Gloves should be fitted up over the cuffs of your jacket, and you don´t want a gap between the glove and the sleeve. Thinsulate gloves are warm and inexpensive and more importantly can be put on a radiator to dry at night, if they get wet. Waterproof / breathable gloves are more expensive, but more comfortable. Snowboarders need extra strong reinforcement in the palms and fingers. Keep your fingernails short. Browse gloves.
Socks
Ski tube socks are inexpensive and seamless. Choose socks which come up to your knees. Only wear one pair of socks in a ski boot. Walking/Hiking socks are not the best as they are constructed for a different set of foot movements, and may cause blistering inside a ski boot. Browse socks.
Goggles
Are worn when:- 1) it?s raining or snowing, or 2) when you must wear your normal glasses/contact lenses to be able to see or, 3) if your eyes water a lot in cold conditions. Goggles come in two sorts, single lens and double lens. The latter are more expensive, but don´t mist up as easily. Goggles should provide 100% UV protection. The best lens colours are the same as sun glasses (see above). If you have to wear prescription glasses, look for OTG (Over The Glasses) goggles, which will allow you to wear your normal glasses under this type of goggle. Goggles are flexible and less breakable than sunglasses. Browse Goggles.
Sun Cream/ Lip Cream
Remember that on snow and at altitude, you are receiving high radiation from the sun, even on cloudy days. Use a high protection factor cream, typically Factor 20-25, or higher if you burn easily. Make sure the cream hasn´t passed its sell-by date. A combination lip/suncream is useful, and comes in one convenient tube. Lips crack easily in the dry, cold conditions found in mountain resorts. Girls, ordinary lip stick will work just as well, but we don´t suggest you guys wear it! Browse Sun Creams.
Other useful items
Pack of tissues for blowing noses and cleaning glasses/goggles. Always carry a piste map which costs nothing and you are normally given when you get your lift pass. If you lose one, get another from the main lift office or tourist office. don´t go on the mountain without it. Browse Accessories.
Money
Always carry enough money to buy some food or a drink on the mountain, in case you suddenly feel tired, cold or thirsty.
Can you service or repair my skis, snowboard or boots?
Yes we can. At Crawley, we have one of the largest and busiest workshops in the country. Our qualified staff use the latest machinery, to provide you with the best service for your equipment.
We can also have them collected and delivered back, please see our servicing page for more details.
How much does it cost?
A basic service costs £18 for skis and £20 for snowboards. A full service for skis costs £25 and snowboards £30. Wax and edge is £14 for skis and £18 for snowboards. For more info visit our servicing page.
How long does it take?
We generally service on Monday, Tuesdays and Wednesdays so normal turn around is 3-5 working days from date of drop off.
I think my skis/snowboards might need a patch or edge replacement?
No problem please leave your equipment and the service manager will contact you with an estimate for the repair. Costs start from £8 on top of the full service.
Can you stretch my boots?
Yes we can prices start from £8 if the boots have not been purchased from us.
