Help and contact

Here you will find the most frequently asked questions regarding the booking of ski equipment.

Help and contact
I made a reservation but I want to cancel it, what should I do?

To cancel your order, you must log in to your client account . If your cancellation request is before the end of the statutory withdrawal period of 14 days, the deposit will be refunded - in full - including the administrative costs. If you request cancellation after the legal deadline of 14 days, the INTERSPORT general rental conditions apply (see article 9.2), unless you have subscribed to Option Zen when placing your order. In this case, your total order will be reimbursed, minus the handling fees, the cost of the Option Zen and any assistance insurance offered by our partner Allianz (if you bought it)

I want to replace my alpine equipment with Nordic equipment, is this possible and how can I do it?

Your reservation of alpine ski equipment cannot be replaced by Nordic equipment. Also, we invite you to completely cancel your order and to contact the Intersport store of your choice to book Nordic equipment directly (ski touring, cross-country skiing, snowshoes).

I have booked equipment but I entered the wrong dates or the wrong store. How can I change my order?

You cannot change the rental period or the store applicable to a booking. However, if you are within the statutory 14-day cooling-off period after placing your order, you can cancel your order for which you will receive a full refund, then place a new order with your new preferences. To do this, go to your customer account (under My bookings). Select your booking and request a cancellation. If you are outside the 14-day cooling-off period, contact customer services on +339 69 32 18 19 (calls charged at the standard rate) or send a message using the contact form

I have paid for my booking and received my voucher by email, but I would like to cancel an item of ski or snowboard equipment. How do I do this?

Contact our Customer Services team using the contact form to remove equipment from your order. If you cancel within the 14-day cooling-off period from the date of your booking, your deposit will be refunded in full. If you cancel after the 14-day cooling-off period and do not have cancellation/interruption cover, you risk losing the deposit paid for this equipment.

I have purchased the Zen option and wish to cancel my order. How to proceed ?

If you have subscribed to our Option Zen when placing your order, you must make your cancellation request via your customer account or via the “Contact” section of the site by selecting "Order cancellation request" in the subject line.

The cancellation request must be made no later than 24 hours before the start of your equipment reservation.

No proof or reason is required. The bank account or credit card attached to the payment of the order will be automatically credited with the total amount of your reservation, excluding administrative fees, the Option Zen cost and possible insurance taken out via our partner Allianz.

The resort where I booked my equipment closes because of Covid 19, will I be reimbursed?

Yes, if the resort where you are going to ski closes because of Covid 19 during the period of your stay your rental will will be fully refunded. If you wish to request the cancellation of your order, log in to your customer area and in the "My orders" tab click on "Cancellation"

I have cancelled my booking. Will my insurance cover be refunded?

If you cancel within the 14-day cooling-off period, your insurance cover will be refunded in full. After this time, our General Terms and Conditions shall apply.

Help and contact
The resort I am going to has more than one Intersport store. How can I find out which one is closest to where I'm staying?

The interactive maps for each resort will indicate where Intersport stores are located in relation to your accommodation. Enter the name of your resort on the website home page, then look on the map for the name or address of your accommodation.

I am looking for more information on the resort I am visiting on holiday. Where can I find this on the website?

Information on each resort (e.g. getting there, ski area, altitude, activities) is available on the website home page. Enter the name of the resort in the "Your resort" field and scroll down the page to access the information.

If the resort closes during my stay, am I eligible for a refund?

In the event of a closure of ALL of the ski area usually accessible from the equipment rental location –and only in such cases – you may return your rented equipment and the applicable rental days will be deducted. Your refund will be processed within 14 days, by crediting your account or by bank transfer. For more details, please refer to our General Terms and Conditions at the bottom of the website home page.

Help and contact
What are the opening hours at the store where I will pick up my equipment?

In winter, stores are open seven days a week with extended opening hours in most cases. Opening hours for each store are given on its dedicated page on the website, after entering the name of the resort and the store. If you are arriving early or leaving late, please contact the store at your resort to confirm exact opening and closing times.

What services does my store offer (e.g. safekeeping, handover of equipment, shoe-drying, etc.)?

All services are listed on the home page of each store. Select the resort, then select the store. Scroll down the page and you will find information under "Equipment and available services". If the store provides a service you are interested in, you can select it at the end of the order process in Step 4 – Details of your booking.

Help and contact
Are poles included in the equipment rental?

Yes, all our ski rentals include poles.

Can I rent skis without the boots?

Yes, you can rent any type of ski or snowboard without the boots. Our rental equipment comes as a pack. However, if you do not want to rent boots, simply uncheck the corresponding box by clicking on it. The opposite also applies, i.e. you can rent boots as a stand-alone option. You will find boots under the equipment and material tab.

Can I rent a ski helmet as a stand-alone option?

This option is available at some stores. You will find ski helmets as a stand-alone option under the "Helmet" tab. If this is not offered online for the selected store, you can rent a helmet in-store.

How is my ski and pole size determined?

We select the ski and pole size based on your height and weight. We therefore recommend that you provide the information requested at the end of the booking process, and also again in-store if necessary.

Is it possible to rent ski equipment by the day?

Single-day rentals are available at some stores at certain times. This option will appear on the INTERSPORT RENT website when choosing your store and the dates of your stay. Single-day rentals are also available when requested in-store.

Can you guarantee the availability of the specific ski or boot model shown in the website photo?

No. Unfortunately, we cannot guarantee the availability of a specific model. However, our stores will aim to provide you with equipment of at least equal quality. For specific requests, we recommend that you contact the store directly.

What is the difference between UNISEX and WOMEN'S skis?

Unisex skis may be used by men or women. Skis in the Women's category are specifically designed for a woman's size, and are lighter.

My child is six years old, which ski range should I choose?

For children aged six or under, the KID range is ideal. For ages seven and upwards, we recommend the JUNIOR BLUE (for beginners), or JUNIOR RED (for more competent/experienced skiers).

Do child packs come with a helmet?

Helmets are not included in the pack. However, we recommend that you rent a helmet to provide maximum protection for your child in the event of a fall or an accident.

Can I rent equipment for other snow activities, such as sleds or snowshoes? ?

Yes, you can rent equipment for other snow activities at some stores via our website. Simply go to the "Other activities" tab when making your booking.

What services are included with the rental?

INTERSPORT conforms to the AFNOR standard. Rented equipment is serviced after every rental. Skis are waxed and sharpened, while boots are dried, cleaned and disinfected. We undertake to issue equipment in perfect condition with bindings fitted in accordance with the highest professional standards. Some stores also offer exclusive services, which you can select during the booking process.

Can I change my equipment during my stay?

The option "One change of skis during the week" or "Unlimited ski changes" is available at some stores. You can purchase these options when choosing your equipment (step 2 of the booking process). It will always be possible to make changes in-store, either free of charge when changing to a rental pack in the same product range, or at a revised price when changing product range (e.g. switching from the Red pack to the Black pack).

Is my equipment insured against theft or accidental damage?

No. However, most INTERSPORT stores can provide theft/damage cover. You can choose this option when selecting your equipment, in step 2 of the order process. Further details about our cover options are available in-store.

If I notice that the height or shoe size indicated on my booking is incorrect, can I change my equipment at the store?

Yes. When you come to collect your equipment, our ski technicians will check that the rental equipment corresponds to your actual height and shoe size. Where an item does not fit properly, they will provide more suitable equipment. Our ski stores usually have plenty of equipment in stock to ensure that you can make changes if necessary. There is no extra charge if the category of equipment actually used during the rental is the same as that requested when booking.

If I find that my boots are too small when I get to the store, can I switch to a higher size?

You try on your ski or snowboard boots before leaving the store. That way, if your boots don't fit, you can change sizes there and then.

Can I rent a bicycle helmet?

Bicycle helmets are not available to rent via the Rental website, but you can rent one in-store.

Can you guarantee the availability of the specific bike model shown in the website photo?

No. Unfortunately, we cannot guarantee the availability of a specific model. However, our stores will aim to provide you with equipment of at least equal quality. For specific requests, we recommend that you contact the store directly.

Help and contact
I have a promotional code. How do I use it on when booking online?

Some of our promotions are applied automatically according to what is in your basket. For promotions that require a code, you will need to enter the code when choosing your equipment. The Promo Code field will appear in the summary of your basket, on the right-hand side of the equipment page.

My promo code does not work. What should I do?

Check the code's validity period, as it may have expired. Also, check that your order meets the terms and conditions for your promo code. If you are still having trouble, try to place your order again later, after clearing your browser history.

I have a promotional code but I forgot to enter it when placing my order. What should I do?

If you have forgotten to enter your promotional code when booking but would still like to use it, you will need to cancel your initial booking and make a new one, making sure to remember to enter your code in the field on the top-right of the equipment page.

With my promo code and loyalty card discount, I should receive a discount of more than 60%. However, my discount is only 60%. Why is this?

All of our retail offers can be used together up to a limit of 55% pack discount plus 5% loyality card discount.

Help and contact
What payment methods do you accept?

Bookings can be paid for by credit or debit card (e.g. Visa, Carte Bleue, MasterCard).

I opted to pay a 30% deposit for my equipment booking. Who should I pay the balance to?

The balance of your ski rental should be paid at the store in the resort when collecting your equipment.

Can I pay for my ski equipment rental using holiday vouchers?

When making payments online via the Rent website, we only accept credit or debit cards (e.g. Visa, Carte Bleue, MasterCard). However, you can pay the balance of your booking using ANCV vouchers in-store. You should confirm that the store at which you make the booking will accept holiday vouchers.

I have run into a problem when confirming my order. The payment failed. What should I do?

Check that your payment card is accepted on our website. Sign out of the Rent website, then sign back in and restart your booking from the beginning. If the problem persists, contact your bank, as it may not be authorising us to take payment from your account.

Can I have an invoice for my booking?

The INTERSPORT store at your resort can provide you with an invoice. However, the booking confirmation email contains all the details of your rental and can be used as an invoice.

Can I pay for my order or the balance of my order with an Intersport gift card?

This option is not available for the Rent website at present, but we hope to introduce this service soon.

Help and contact
I have forgotten the password to my account. What should I do?

When asked to sign in to your account, click on "I've forgotten my password". Enter your email address to receive a temporary password that you should use when signing back in for the first time.

I have changed my email address. How can I update my INTERSPORT RENT account to reflect the change?

Sign into your account using your old email address. Enter your new email address in the appropriate field. Confirm the new email address, which will then be saved on your Rent account.

I would like to update my personal contact details. How do I do this?

Sign into your account, where you will be able to update your contact details and password.

I am moving away from France and would like to close my Intersport Rent account. How do I do this?

To close your Intersport Rent account, please contact customer services using the form under the contact heading

I have an Intersport customer account. Can I use it to book rentals on the Intersport Rent website?

To arrange ski equipment rentals, you must set up a customer account on the Intersport Rent website. Intersport customer accounts are not the same as Rent customer accounts.

Help and contact
I have an INTERSPORT loyalty card. What benefits does this card provide when booking ski equipment online with INTERSPORT RENT?

Your loyalty card entitles you to 5% off all online ski equipment rentals. You can also earn points. To do so, click "yes" when asked "Do you have the INTERSPORT card?" (Step 3 - Personalising your order), and enter your card number in the appropriate field. The discount will be applied automatically when the booking is completed and your points will be credited.

I would like to sign up to Intersport's loyalty scheme. Can I do this on the Rent website?

Yes. You can sign up online on the Rent website or at Intersport. It takes just a few clicks to confirm your membership, after which you will automatically receive 5% off your online order.

Does the Intersport loyalty card offer benefits when shopping at Intersport stores?

Yes. Every purchase you make in-store earns you points (€1 spent = 1 point) which can be used as credit at participating stores (accumulate 300 points and receive a 10% discount voucher valid for three months). Your loyalty card also entitles you to 5% off your ski rental at all resort stores in France (minimum of two days; excludes promotions and low-cost packs).

Help and contact
I have booked equipment and would like to know if there are any documents I need to provide at the INTERSPORT store at my resort?

When you have paid for your order in full, we will send you an email with a voucher that you must print out and present in the store when you come to collect your equipment.

I placed an order online but did not receive a confirmation email. How will I be able to pick up my equipment from the store?

You will need to sign into your customer account to check if your booking is displayed. If it is, you can download your voucher by clicking "View". If it does not appear, the order has not been confirmed and does not exist. In such cases, you should repeat the order process. There are a number of reasons why you might not receive a confirmation email for your order: the email may have gone into your spam folder, your email address was entered incorrectly when making the booking, the booking was not confirmed due to a technical fault (e.g. network issue, momentary computer system or server fault, mandatory payment details were not provided, or the payment was not authorised by your bank).

When should I come to collect and return equipment that I book?

You can come to collect your equipment from 4:00pm on the day before the first day of your rental (subject to availability). Equipment must be returned to the store on the final day of your rental before the store closes.

I have lost my voucher that I need to collect my equipment, what should I do?

You can access your booking and print out your voucher by going to My account. Enter your email address and password that you chose when placing your order.

What are the minimum and maximum allowed rental periods?

You can book your equipment online for periods of between one and 14 days. Please note that if you book equipment for a seven-day break at our stores in France and Andorra, the seventh rental day is free. If you would like to rent for longer, you can do so by making multiple bookings.

Do you accept last-minute bookings?

You can book your equipment right up to the first day of your rental. However, you are advised to book in advance to ensure that the equipment you want is available.

Can I amend the days of my rental?

If you only want to ski on certain days, you may amend your rental by making multiple bookings. Example: If you are skiing from Monday to Saturday but not on Wednesday, you will need to make one booking for Monday and Tuesday, and another for Thursday to Saturday. If you are part of a group but some of you would like to ski from Saturday to Wednesday, while others want to ski from Monday to Friday, you will need to make separate bookings for those skiing on the same dates.

My booking is for six days. Why do I not get the seventh day free?

To receive the seventh day free, you will need to select a period of seven days when booking online. If you forgot to add a seventh day at the time of booking, you can ask to add it when in-store to take advantage of this offer.

I didn't receive my voucher. How can I retrieve it?

Your voucher is available in the customer account area under My bookings. Simply click on "Voucher" to download.

How late can I make a booking?

You can make a booking right up to the first day of your rental. However, during busy periods and school holidays, we recommend that you book well in advance to ensure that your equipment will be available.

Help and contact
I have paid for my booking and received my voucher by email, but I would like to change the details for ski or snowboard equipment of one of the skiers in our group. How do I do this?

To amend your order, you will need to visit your customer account area (under My orders). You can update the details in your order (for each skier: height, shoe size, skiing ability, weight).

I have paid for my booking and received my voucher by email, but I would like to add an item of ski or snowboard equipment for one of the skiers in our group. How do I do this?

If you would like to add an item of equipment, you will need to make an additional booking for the extra equipment. This does not include boots and helmets, which you can add to your order by submitting a request using the contact form (Help => Contact us => Amend an order).

I have booked ski equipment but I entered the wrong dates, I would like to collect my equipment on Sunday, not Saturday. How can I do this?

Please call customer services on 09 69 32 18 19 (calls charged at the standard rate) or send a message using the contact form (Help => Contact us => Amend an order) to request that your order be put back 24 hours.

I have booked equipment but I entered the wrong dates or the wrong store. How can I change my order?

You cannot change the rental period or the store applicable to a booking. However, if you are within the statutory 14-day cooling-off period after placing your order, you can cancel your order for which you will receive a full refund, then place a new order with your new preferences. To do this, go to your customer account (under My orders). Select your booking and request a cancellation. If you are outside the 14-day cooling-off period, contact customer services on 09 69 32 18 19 (calls charged at the standard rate) or send a message using the contact form (Help => Contact us => Amend an order)

I have paid for my booking and received my voucher by email, but I would like to cancel an item of ski or snowboard equipment. How do I do this?

Please call customer services on 09 69 32 18 19 (calls charged at the standard rate) or send a message via the contact form to remove equipment from your order. If you cancel within the 14-day cooling-off period from the date of your booking, your deposit will be refunded in full. If you cancel after the 14-day cooling-off period and do not have cancellation/interruption cover, you risk losing the deposit paid for this equipment.

Help and contact
I made a booking but would now like to cancel it. How do I do this?

To cancel your order, go to your customer account area. If you request a cancellation before the end of the statutory 14-day cooling-off period, your deposit will be refunded in full, along with all administrative fees. If you request a cancellation after the statutory 14-day period, INTERSPORT's general terms and conditions of rental shall apply (see Article 9.2), unless you took out ALLIANZ cancellation/interruption insurance cover when placing your order. Where this is the case, you will need to contact Customer Services so that we can proceed to partial or full cancellation of your booking. When you receive the cancellation email or the new voucher, you will then need to contact ALLIANZ (tel. +33 (0)1 42 99 03 95, or via the website), who will process your request.

I have cancelled my booking. Will my insurance cover be refunded?

If you cancel within the 14-day cooling-off period, your insurance cover will be refunded in full. After this time, our General Terms and Conditions shall apply.

I have booked equipment but I entered the wrong dates or the wrong store. How can I change my order?

You cannot change the rental period or the store applicable to a booking. However, if you are within the statutory 14-day cooling-off period after placing your order, you can cancel your order for which you will receive a full refund, then place a new order with your new preferences. To do this, go to your customer account (under My bookings). Select your booking and request a cancellation. If you are outside the 14-day cooling-off period, contact customer services on 09 69 32 18 19 (calls charged at the standard rate) or send a message using the contact form

I have paid for my booking and received my voucher by email, but I would like to cancel an item of ski or snowboard equipment. How do I do this?

Contact our Customer Services team using the contact form to remove equipment from your order. If you cancel within the 14-day cooling-off period from the date of your booking, your deposit will be refunded in full. If you cancel after the 14-day cooling-off period and do not have cancellation/interruption cover, you risk losing the deposit paid for this equipment.

Who will handle my refund claim, and how do I contact them?

If you have taken out cancellation/interruption cover, please contact Allianz directly on +33 (0)1 42 99 03 95 or via their website. If you do not have this cover, you can email us via the contact form on the Intersport Rent website. Please remember to include your booking reference and attach any supporting documentation.

Help and contact
What is covered under cancellation/interruption insurance?

INTERSPORT has teamed up with ALLIANZ to offer insurance cover where you need to cancel or cut short your holiday. If you are unable to start or finish your holiday for unforeseen circumstances, Allianz may refund some or all of your ski equipment hire, lift passes or ski lessons, for you and all those included under your ski equipment booking. For more details, please refer to Allianz's General Terms and Conditions.

What does on-piste assistance cover?

In the event of an illness or accident during your stay, our partner Allianz will take care of medical expenses, piste rescue services and repatriation costs for you and all those included in your ski booking. For more details, please refer to Allianz's General Policy Terms and Conditions.

I have cancelled my booking. Will my insurance cover be refunded?

If you cancel within the 14-day cooling-off period, your insurance cover will be refunded in full. After this time, our General Terms and Conditions shall apply.

I have taken out on-piste assistance cover. If I have an accident and need emergency assistance on the piste, how does the assistance cover work?

Should you require the services of piste rescue teams, repatriation, or medical expenses cover, you must first of all contact Allianz to make a claim. You must cover the cost of the various services, the invoices for which you must then forward to Allianz, who will immediately issue a refund. For more details, please refer to Allianz's General Terms and Conditions.

I wasn't able to ski due to a lack of snow. What do I do?

In the event of a closure of all of the ski area usually accessible from the equipment rental location – and only in such cases – you may return your rented equipment and the applicable rental days will be deducted on a pro-rata basis. Refund requests must be made to Customer Services from your customer account area (under My bookings). When placing your order on our website, you can take out cancellation and interruption cover from ALLIANZ.

Help and contact
While on my holiday, I had an accident on the slopes and returned my rented equipment to the store before the scheduled end date. Can I get a refund for the unused days?

In the event of accident or illness during the scheduled rental period, the rental will remain in effect. However, if you return your rented equipment, the amount payable for the equipment rental will be calculated on a pro-rata basis, based on the number of rental days actually completed (subject to production of a medical certificate). Any rental day that has commenced will be charged as a full day. We recommend that you refer to our General Terms and Conditions and encourage you to submit your requests using the contact form. If you have taken out cancellation/interruption cover with Allianz, please contact Allianz directly on +33 (0)1 42 99 03 95 or via their website. Their staff will be on hand to deal with your request.

If one of my skis breaks or my equipment is stolen, who will cover the cost?

If you have taken out theft/accidental damage cover at one of our stores, all repair and replacement costs will be covered by the store, subject to an excess equal to a seven-day rental (at the basic rate indicated in-store) of a ski + boot pack including equipment identical to that in the rental. The excess must be paid in addition to the actual number of rental days. All items of damaged equipment must be returned to the store and should be identifiable. Where equipment has been stolen, you will need to report the theft to the gendarmerie/police and to submit a copy of the incident report to the store. If you have not taken out theft/accidental damage cover, you agree to cover all repair and/or replacement costs. Please refer to Article 7.2 of our General Terms and Conditions for more details.

Are my skis covered in the event of an accident or theft?

Stores at resorts may offer accidental damage/theft cover for an additional fee, either online or in-store when collecting your equipment at the resort. This cover is not available for all ski types or at all stores. Where this cover is available, it is included as an option in each ski pack. See Article 7.2 of our General Terms and Conditions.

Help and contact
I wasn't able to ski due to a lack of snow. What do I do?

In the event of a closure of all of the ski area usually accessible from the equipment rental location – and only in such cases – you may return your rented equipment and the applicable rental days will be deducted. In such cases, requests for deductions should be made to Customer Services. When placing your order on our website, you can take out cancellation and interruption cover from ALLIANZ.

Who will handle my refund claim, and how do I contact them?

If you have taken out cancellation/interruption cover, please contact Allianz directly on +33 (0)1 42 99 03 95 or via their website. If you do not have this cover, you can email us via the contact form on the Intersport Rent website. Please remember to include your booking reference and attach any supporting documentation.

I would like to submit a written complaint. Can you provide the appropriate address?

Complaints that arise during the rental period should be directed at the earliest opportunity to the manager of the store at your resort, so that the matter can be resolved as soon as possible. Complaints that cannot be handled in-person or that cannot be resolved satisfactorily must be submitted by registered letter with acknowledgement of receipt within one month of the end of the holiday to Customer Services, INTERSPORT SERVICES, 2 Rue Victor Hugo, 91160 Longjumeau, France. Or using the contact form on www.intersport-rent.fr. All complaints received more than one month after the end of the holiday will not be accepted.

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