FREQUENTLY ASKED QUESTIONS

On this page you’ll find (almost!) every question and answer under the sun about our premium skiwear rental service. 

To learn more about our rental process - from placing your order, to receiving it, using it, and returning it - then check out our How It Works page. 

General questions

  • We offer rental periods between 3 and 14 days. If you would like to rent for a longer period, please email us (orders@cirkelsupply.com) and we will find a solution.

  • We have ski and snowboard clothing for adults and children of all ages. Our assortment includes outerwear (jackets, pants, bibs), midlayers (e.g., technical fleeces and puffer jackets), and accessories (e.g., backpacks and gloves).

    We also have clothing and equipment for summer activities like hiking and mountaineering. This includes hike & mountaineering jackets, pants, midlayers and gaiters; crampons, ice axes, helmets, harnesses, trekking poles, day backpacks, and mountaineering backpacks.

  • At the moment, our service is only available in Switzerland.

    However if you’re arriving to and leaving from Geneva or Zurich airports before you go skiing in neighbouring alpine nations, then we likely have a great delivery solution for you. In this case, please get in touch with us via our contact page to let us know your itinerary.

  • Yes, we have more than enough ski clothing to serve large groups and would be delighted to help you. Get in touch via our contact form with the information about your group size and trip dates, and we will get right back to you with the next steps to place your order.

  • Yes, but once an order has been placed you will have to contact us for any changes. It may be that certain sizes / items can’t be swapped or added depending on availability. Please email the requested changes to orders@cirkelsupply.com as soon as possible and we will do our very best to help you.

  • Yes, you can cancel your order. Please email us on orders@cirkelsupply.com at least 5 days before your first rental day and we will assist you with your cancellation and refund any charges.

  • Book as early as possible to ensure availability of your favourite outfit. Order on our rent page at least 2 working days before your first rental day so that we can get your package ready and where it needs to go.

    If you need an urgent rental order (e.g., you are ordering less than 2 working days before your first rental day), hop over to our last minute rental page to learn more and place your order.

  • Yes, we can help most people with next day delivery of a last minute rental order.

    If you need an urgent rental order (e.g., you are ordering less than 2 working days before your first rental day), hop over to our last minute rental page to learn more and place your order.

  • We recommend that if you can’t decide between two sizes, choose the larger option. See our size guide for more information on how to select the perfect fit.

    If you’re still unsure about the sizing, send the following information to Cirkel via our contact page or on WhatsApp so that we can provide with you with personalised advice:

    • Age, height and weight

    • Your normal trouser or jean size

    • Your normal t-shirt or jacket size

    If you have unfortunately ordered the wrong size, please call or WhatsApp us immediately on +41 (0) 27 776 4000, and we will do our best to find a solution for you quickly.

  • Yes! You can find it here. Our size guide will inform you about the sizing of our products, how to take your measurements and use them to find the perfect fit in every brand.

    If you prefer personalised size advice that does not require a tape measure, reach out via our contact page or WhatsApp so that our customer support team can help you find the best products and sizes.

  • No, sizing does vary slightly between brands. We recommend you read our size guide to learn more about different fits and sizes between our brands.

  • We offer our rental items in a broad range of sizes, catering for a wide range of body types. If you need help finding the right size, reach out via our contact page or WhatsApp.

  • Yes! Just be sure to get the lucky person’s sizing and destination address correct on the order.

  • If your trip is extended (lucky you!) and you wish to keep your rental for additional days, please call or WhatsApp us on +41 (0) 27 776 4000 at the earliest possibility.

    If the items are available for your extra days, extending your rental is not a problem. We will send you a payment link for the additional cost. If those items are booked for another adventure, we will help you find a solution.

  • The gear you’ve rented has mountain missions booked all winter. It’s important to return it on time so that the rental items are all set for their next adventure. If an item is returned late (either to your hotel, or alternative delivery point), a late fee will be charged. We will contact you to discuss this. If you return your items on time, but the hotel is late to return it to us, we will not hold you responsible or charge you late fees.

  • The rental fee will be charged at the time of booking. Depending on the payment method, this can take up to 24 hours to process.

  • Get in touch with Cirkel via your preferred method:

    For any topics that you need urgent help with, please call our phone number during business hours (Mon - Fri, 0900 - 1700 CET). After business hours, a contact page submission or sending a WhatsApp message is best. If your request comes in late at night, we’ll get back to you first thing in the morning.

Delivery & Returns

  • We will deliver your rental package to your selected hotel or alternative delivery point the day before your first rental day, so that your gear is ready when you are!

    Our hotel partners will have your rental package ready for you: either in your room, or at the hotel reception.

    If you’ve selected an alternative delivery point, be sure to check their business opening hours so that you can pick up your rental package before they close.

    For more information on how our delivery service works, click the VideoAsk icon at the left of your screen that says ‘Can I help you?’

  • Upon receiving your order, you will find a prepaid return label and a packing slip inside the reusable packaging - keep these three items safe for the return process.

    Place all rented items back inside the packaging, alongside your packing slip. Use the return label to seal your package (according to the instructions on the label), and then your order is ready for return!

    Note that for all orders delivered in Verbier, a return label is not needed.

  • Please return the items on the last day of your rental period to the same place where it was delivered (unless a different return location has been pre-arranged with Cirkel).

    For hotel deliveries, this will be to the concierge or reception as you check out. For an alternative delivery point, ensure you drop it off within their business opening hours.

    We coordinate the return of goods to Cirkel HQ from your hotel or alternative delivery point, so your job is done once you drop off the rental package and head for home.

  • Shipping costs are included in the rental price of our normal rental deliveries (orders placed two days or more before your arrival). All at your convenience.

    For last minute rental orders that require express shipping, additional charges may apply. Any additional shipment charges will be discussed with you at the time of order.

  • We deliver at the latest, the day before your first rental day.

    If you select the right rental dates, we will ensure that come rain, shine - or a huge snow storm - it will be ready and waiting for you before your first rental day.

    If you have any issues receiving your order, please call us during business hours (Mon - Fri, 0900 - 1700). After hours, please WhatsApp message us.

    Phone: +41 (0) 27 776 4000

  • We deliver all over Switzerland and your options include:

    • Hotels or accommodation that has a concierge, office, or reception

    • Ski rental stores and other tourism providers

    • Mountain Guides

    • Swiss Post Office branches close to your private address or rented accommodation

    If you would like to request a delivery location that doesn’t fit in the categories above, please reach out via our contact page or by WhatsApp and we will do our best to accommodate you.

  • If your hotel isn’t listed at our checkout, select ‘N/A - My hotel isn’t listed’ and add the name and address of your hotel in ‘Additional Information’

    We will arrange the delivery and return with your hotel, and confirm with you by email.

  • Yes, at checkout you can view and select the chalet companies and rental agencies that we already work with in our ‘Alternative Delivery’ menu. If the company you have rented from isn’t listed, add their name and address to ‘Additional Information’

    We will arrange the delivery with the company, and confirm the delivery plan with you. Including if your order will be waiting at your accommodation, or ready at the agency’s office when you pick up your keys.

  • If you’re staying at a private address or in accommodation that doesn’t have a reception, concierge, or staffed office, at checkout, select the option that suits your travel plans in the ‘Alternative Delivery’ menu (Swiss Post branches, ski rental stores, etc).

    You can share any relevant details about your itinerary in the ‘Additional Information’ field so that we can arrange the delivery at your convenience. We will always find the most suitable delivery plan and confirm this with you before dispatching your package.

  • Yes! If you’re travelling through Switzerland and need your parcel delivered to one location, and then have it returned from another location this is no problem.

    To request this delivery option, please leave a note for us in the checkout field ‘Additional Information’. Your note should clearly state the name and address of your delivery location, and the name and address of your return location. We will arrange your delivery according to your itinerary, and confirm with you by email.

    If your itinerary is not yet fixed, we can organise a flexible return label that can be returned from any Swiss Post branch in Switzerland.

  • Your job is done as soon as you have returned your package to a staff member at your agreed delivery point (e.g., your hotel or ski rental store). For your peace of mind, we will drop you an email when your package arrives safely back at Cirkel.

Cleaning

  • There is no need for you to wash the rented items. We take care of that so that you can focus on having a great time in the mountains. You are required only to remove excess dirt and dry your clothing before you place them back into your reusable package for return.

    All items are professionally cleaned after every rental. The Cirkel team then inspects all items to ensure they meet our quality standards for functionality, hygiene and aesthetics.

  • Yes, all costs for cleaning are included in the rental price. There are no hidden fees or additional costs.

  • All items are cleaned after every rental and inspected to make sure they meet our quality standards when it comes to functionality, cleanliness and aesthetics.

Damage, theft & loss

  • Our policy is to cover the cost of repairs associated with general wear & tear. If your rental items are damaged beyond normal usage (for example broken components, tears and burns), we will discuss the damage with you and in the case of grossly negligent or extraordinary damage, you will be charged for repair or replacement costs.

    Please see our terms & conditions for further details of your damage liability - for example the requirement to rent or use gaiters while using Cirkel pants with crampons.

  • Once the rental items are delivered to you, we expect you to look after them as your own. You or your insurance company will need to cover the full value of lost or stolen items and items damaged beyond repair. Please see our terms & conditions for further details of your liability for loss of rented items.

  • This has not happened to date, we have rigorous checks in place to prevent it. If your package doesn’t have the right items, sizes, or contains damaged items, you need to call Cirkel immediately on +41 (0) 27 776 4000 so that we can find a solution for you at the earliest possibility, we don’t want you to lose time on the slopes!

    Out of hours, you can message us through our contact page, or through WhatsApp.