Shopping Cart

FAQs

General

What services do you offer?

We are trying really hard to be a one stop shop for you before you hit the slopes. Boot fitting appointments, custom insole building, ski and binding mounting and basic ski servicing are all offered. We can also set up your snowboard, fit booster straps to ski boots, fit and attach heating systems to your boots and cut your skins to fit your skis. Where relevant, if it’s purchased through us, we’ll always do it free of charge.

How much is it to mount my skis and bindings?

Brought them from us, either the ski or the binding and it is free of charge. Not brought either from us, it will cost £50 on a drill mount system or £15 on rail/system skis. Either way, we’ll need to collect your height, weight age,

Can you service my skis/snowboard?

We can offer you basic ski servicing- waxing, edge sharpening and tuning, polishing or application/removal of storage wax. These are charged at £35 per service. For anything else you might need, we suggest you head over to our friends at Nix Snowsports

Why should I shop with you?

We’re a local UK company. We think it’s really important to support local businesses at any time, especially right now!

We have tried to engage with brands who share our own ethos- products that are made locally, in ethical and sustainable ways. They’ll care about the environment, have a love for & want the generations to come to enjoy the outdoors and they’re doing their best to reduce their carbon footprint in some way.

Face to Face appointments

Do you charge extra for a face to face appointment?

The Hike and Ride van is available for appointments at a time and place that suit you. All products and services purchased during these periods are chargeable according to prices listed on our website. When travelling to a booking, Hike and Ride will cover the first 30 minutes of travel free of charge. Thereafter, travel costs will be calculated at 30 minute intervals. Starting at £10 for 30-60 minutes of travel, charges will then be applied at £7.50 per 30 minutes. Please remember, this is a round trip for us and will be charged accordingly. You time is a really valuable commodity, so we’ll do our best to make sure it’s spent the way you want it, in the most cost effective manner.

Bookings can be calculated from W12 0JS, Shepherds Bush, London or, on selected dates (approved by us), CV35, Old Budbrooke Road, Warwick.

Any tolls or parking fees are charged to the customer at rates paid at the time of your appointment.

Why is travel charged in time, not miles?

We want to be as transparent with you as we can. Travelling in peak times in central London can result in 2-3 miles taking several hours, compared to fittings in locations where 20-30 miles can be travelled in a half an hour time slot.

How long does an appointment take?

We typically suggest that we need an hour and a half to complete your fitting, however this may vary depending on the fitting requirements. We never like to rush our time with you as we think time spent initially, pays off in the long term. The record time for a fitting so far has been 4 hours- but that was complicated!

Can you help fit insoles to other shoes?

Yes of course! If you have the shoe, we can help fit it! Trainers, hiking boots, work shoes, cycling shoes, golf shoes, snowboarding boots. The list is endless. We are firm believers that just as a solid house foundation is required when building your perfect home, your feet are your most precious foundation of all and a foot bed can do loads to support you, whatever your adventure!

Do I have to commit to buy during an appointment?

We never want to force you into a sale. Ever. End of story. If something isn’t right for you, or we haven’t got the right product then we’ll let you know. Normal travel charges will apply.

Stock

I can’t see my size online. Is it available?

We try out best to keep our product stock availability up to date. But if you can’t see your size in stock still, let us know and we’ll try to order it in especially for you.

I can’t see a product I want. Can you order it?

We’ll do our best to get you any product that you require (sometimes even from those who are not our direct suppliers). This will be subject to product availability with the supplier. Brands that are currently stocked are subject to our normal returns process.

If you are asking in relation to brands who are not usually our partner, these are non- returnable or exchangeable and will be subject to payment in full before the order is placed.

Special order postage prices will be charged in accordance with each brands postage policy.

Do you stock helmets?

We have a very small selection of helmets to purchase online. However, given that helmets are personal protection equipment (PPE) and are exempt from our usual refund policy to protect you as the buyer, we try to make sure all helmets are fitted in person. In these few instances that helmets must be brought online, your statutory rights on distance selling allows you to return a helmet within 14 days of purchase date but we really recommend you know exactly what helmet (and size) you want before you order.

I ordered a product that is now not available. What’s happened?

We try really hard to keep our stock holdings as up to date as we can. Often we rely on selling directly from brands who drop ship to you (or to us on demand). In these instances we rely on those brands having their online stock systems up to date, which doesn’t always happen. We’ll try our very best to avoid this situation, but on the off chance we can’t get you the product you’ve ordered, we’ll offer you 10% off a full price, like for like replacement or 5% off if the item is already on sale. We’ll cover all postage costs too. In these instances, examples of like for like replacements are one pair of alpine ski boots for another, skis for another pair, touring bindings. You could not use this discount on goggles being out of stock and buying skis with this discount for example.

Boot Fit Guarantee

Are boots brought online from you covered by the guarantee?

Quite simply, no. Boots vary hugely in fit. Not only does this need to be taken into account but so do things like a skiers height, weight, age, flexibility, any injuries and any medical conditions that may affect blood flow/feeling- amongst other things. Without being able to assess this in person, we cannot guarantee the fit.

Will you price match online prices?

We review our prices continually to be competitive with those in our industry. Boots purchased online cannot be fitted to a skiers feet- boot modifications to both liner and shell can take hours to complete. In these instances we never charge for this process in your initial fitting (or refit if required) and therefore believe our prices to be super competitive and fair to you.

I’ve brought boots elsewhere, can you make custom foot beds?

Absolutely! These are charged at £95. Within this fitting, we’ll also cover the first hour of any work that may need to be completed on your boots (usually we can get 3-4 individual modifications completed in this time).

Unlimited modifications are charged at £50 per hour without insole purchase, chargeable at £25 per half hour after first hour (modifications include to both the liner and shell). Our comfort fit guarantee is not included. Normal travel charges apply.

What training have you completed to make you confident with your boot fitting?

We believe training is super important. Boot fitting is a craft and we’re always learning. No two feet are the same, not even your own! We’ve completed training in the UK, Austria and France. We’ve done courses with Masterfit Universityand Sidas, just to name a few. Our owner, Jen, has a degree in exercise and sports science, as well as personal training certificates.

Delivery and Returns

Do you post internationally?

Currently we can only offer postage within the EU because of our distributor’s requirements. EU pricing rates via Royal Mail. Please note, skis and snowboards fall outside usual parcel sizes.

Postage within the UK mainland is free on all orders over £100 and is worked out on weight/size as based on Royal Mailprices. Special orders, regardless of price, will be charged at distributor prices

Can I order express?

In some cases, yes. These will be charged at £6.50 per order, subject to being ordered before 3pm Monday-Thursday. A lot of product we stock gets sent directly to you from the supplier, so express delivery is not always possible which is why you’ll never see it as an option online. If you require next day services, please email us at info@hikeandride.co.uk with your order number and contact number

Is Covid-19 affecting delivery times?

A lot of our product is sent directly to us/you via our distributors. Often this is from warehouses based in the EU. We’ll do our best to get your product to you without delay, but hope you understand that at present this is sometimes out of our hands

Can I return an item?

Of course. If for whatever reason a product isn’t right for you, we’ll happily offer you a refund for that product. You have 30 days for change of mind. Any PPE items (for example helmets) are covered only by 14 day UK government distance selling laws.

If you’ve changed your mind after 30 days has passed, in most cases we’ll happily take the item back from you and offer you a credit note to spend in store or online. We’ll need to assess this on a case by case basis.

When items are returned due to change of mind, they must be unused/unworn, include all their original packaging and with their tags still attached. Please allow 7 working days for your order to be processed. Monies paid via card may take a further 3 business days for payment to clear.

Skis and bindings that are specifically mounted to your own requirements before shipping are not refundable after mounting.

What if the item is faulty?

Hopefully this isn’t the case. We’ll try our hardest to avoid this, but this isn’t always possible. As soon as you realise an item is faulty, please get in contact with us, either via phone or email (info@hikeandride.co.uk). In these instances, we will inspect all items on a case by case basis in line with our manufacturers. Therefore we ask that you allow us time to get in touch with our suppliers before deeming the item as faulty. At this point, if the item is considered faulty we may offer you a refund, replacement, repair or like for like value exchange. At this point, any postage charges initially incurred by you will also be covered with proof of postage. You can find more about returns of faulty items at gov.uk