Frequently Asked Questions
How Does Delivery Work?
Delivery will depend on the delivery option you select during your checkout, if you select:
Deliver to my Accommodation:
Staying at a Hotel?
All items will be delivered to your hotel prior to your arrival so that you have them waiting, each hotel has different places to store items so please check with them, as they may have also put in your room for you.
Staying in Private Accommodation?
If you are staying in Private Accommodation, our team will monitor your flight and contact you after you have landed to arrange a delivery time with you.
Deliver my Car Seat to the Airport:
This option is if you have ordered a Car Seat on its own or if you have ordered a Car Seat and other items but want the Car Seat to be delivered to the Airport.
We will monitor your flight and meet you in the arrivals hall with your car seat, if you have ordered any other items, these will be delivered as explained above in Deliver to my Accommodation.
Deliver everything to the Airport:
Delivery everything to the airport is to assist if you are staying in the North of the island and want to save on the delivery charges, our team will monitor your flight and be waiting for you in the arrivals hall when you arrive.
Collect from our Office:
If you select to collect the items from our office, once you place the order you will be given full directions to our office, you will be able to collect the items during our office hours which are 9am until 6pm Monday to Saturday.
If you are flying out of our store hours and your delivery requires us to meet you, please contact our office firstname.lastname@example.org to assist further.
What Happens if my Flight is Delayed?
Our team always monitors your flight and will adjust delivery accordingly, if your items are being dropped before your arrival then nothing will be affected, if your flight is delayed to the point that you will arrive after our store is closed and you are due to meet someone for your items, your delivery will be moved to the following day to our earliest available appointment.
If you are delayed and require the items that evening after we close, please contact our office at email@example.com who can assist further.
I placed an Order and haven't received Confirmation
If you placed an order and haven't received an email confirming your order, please check your junk mail as it may have ended up in there.
If you haven't received it, you can log in to your profile on the website and go into the bookings section, here you will be able to track the status of your orders.
I've arrived in resort and need a rental item now!
If you have arrived in resort and require a rental quickly, you can place the order online and when going through the checkout process, it will allow you to select:
'Already in Resort' followed by the next page 'Deliver my item as soon as possible'.
Once you have then checked out, it will provide you a number to contact for our express deliveries which you can call to inform you have placed an order which requires delivery as soon as possible or wait until our team confirms your order who will then be in touch to arrange delivery.
If you have placed the order Out of Hours, you will be contacted once the store is open to arrange delivery.
When do you collect my rented items?
Returning from a Hotel?
If you are staying at a hotel, please leave your rental items in the luggage room at least 3 hours prior to your scheduled flight time
Returning from Private Accommodation?
You will have arranged a pick up time with the driver who delivered your items, if you have forgotten or need to change the collection time, please contact the office at least 24 hours prior to your scheduled time to see if this is possible.
Returning to the Airport?
Please check Airport FAQ
How Does Airport Delivery and Collection Work?
If you have selected for Delivery to the airport, we will monitor your flight and meet you at the arrivals hall with your items.
If you are renting a car, we ask that you collect your car seat before queuing for your car rental to allow our drivers to continue assisting other clients.
You will have selected a time to meet us at the airport, our driver will meet you outside of the Departures entrance. If you are going to be delayed for any reason please contact the office as soon as you are aware not to delay us getting to other clients.
I Arrive Out of Hours but need rental items when i arrive?
If you are looking to rent items that you require as soon as you arrive but are arriving out of hours we have the following options available:
Staying at Hotel?
As long as your items have been paid for, they will be left at the hotel reception for you on your arrival.
Staying in Private Accommodation or need delivery to the Airport?
Please contact firstname.lastname@example.org who will be able to assist you further.
If i am staying Saturday to Saturday, is this classed as 7 or 8 days?
We work on a how many sleeps schedule, so that means when booking please count how many nights you are here, if you here Saturday to Saturday, you would be renting for 7 Nights.
What if my rented item gets damaged or becomes faulty during our stay?
I damaged an item?
We understand that things can happen, if a breakage happens, you will be charged at the lowest rate we can to resolve the issue and at this point be issued with a new item for the rest of your holiday.
Item stopped working or is faulty?
If your item stops working or becomes faulty through no fault of your own, please seize using the item straight away and contact your destination to solve the situation. If we are not contacted prior to the end of your rental or only informed on return of the product, you may be charged.
Can i swap an item in the Package Deals
No, our package deals have been designed for customers to get a good deal on everything they need, if you require specific items, we recommend renting the items separately.
What Excursions do you do?
We have teamed up with only the most family friendly excursions to ensure your family has a great time with excursions you and your little ones will love.
We have personally hand selected trips suitable which includes water parks, adventures, activities and boat trips.
Some of your excursions take us to a booking platform!
Some of our excursions are booked through our fully trusted partners, we only work with the best companies to give you and your family piece of mind and by booking through us, you have have the confidence of knowing you have us available during your holiday.
So just follow the online steps, book your excursion, receive your ticket and start creating memories with your little one.
Are your Transfers Child and Baby Friendly?
Our Airport Transfers have been trialed and tested to ensure you get a reliable and safe journey for you and your little ones.
How do your airport transfers work
When you have placed your order, you will be emailed with all the information you need in regards to getting your transfer when you arrive.
If you have booked a car seat for your journey, one of our team will be there to meet you with the car seat and assist you to your transfer.
Do you install Car Seats?
No, for safety reasons we ask the parent or guardian to install the car seat, if you need guidance on how to install them, our team will be happy to assist you.
Is delivery free?
Yes, deliveries throughout all of Lanzarote are free of charge within store opening hours.
If you require deliveries outside of those hours, a charge may be applied.
Where do you deliver?
We Currently deliver to:
- Gran Canaria
We have many more exciting locations on their way, so please keep a look out for any new destinations