Frequently Asked Questions
If you are thinking it, somebody else has probably already asked it. If you can’t see your question here, just send us an email.
What happens if items are damaged or lost during my stay?
Yikes! Accidents do happen and can be so frustrating. When hiring from Airtots, you accept liability for the items whilst they are in your possession. No deposit is taken when placing an order, but costs incurred to repair or replace items are chargeable. See our terms and conditions for more information.
Firstly, we arrange to replace the item as soon as possible, so that you and your tots can continue to enjoy your stay.
Once the item is returned, we will attempt to repair the damage with the manufacturer. In this case, you would be liable to pay for the cost of the repair.
In the event that the damage is irreparable, you would be liable to cover the cost of replacing the item.
Do the items come fully assembled or will I need to assemble them myself?
The last thing you want to do after a long journey with children is to start assembling a load of equipment.
Whilst it can vary slightly from product to product, each item is mostly set up and ready for use straight away. Some are partly disassembled for the sake of delivery, but should only take a moment to be ready for action.
Instructions are sent via email before your arrival showing you how to use each of them safely. And if you do need any more help, call us and we can help you out.
Cots are not set up but we can do this for you if you add Cot Assembly to your order.
How soon can I order items for?
By choosing the Express Delivery service, we can deliver your order between 24-48 hours of it being placed. Unfortunately we do not currently offer express deliveries on weekends.
For more information about deliveries, head over here.
Can I hire items for less than one week?
Yes, you can. You provide the dates that you need the items from and until during the checkout process. The prices are all in weekly increments so the price for less than one week will be ‘up to one week’.
What if I want to extend my reservation?
Send an email to firstname.lastname@example.org to let us know when you would like to extend your reservation until. We can then update the collection date and give you a delivery waiver code to use.
Then simply place a new order on the website, for the same items and with the new dates, quoting your original order number.
What are your delivery times?
Standard deliveries and collections happen between 09:00-18:00 on weekdays. Based on the information provided in the booking form, we will offer an initial three-hour window for the delivery/collection, which can be narrowed down to a one-hour window the day before.
Do I receive instructions?
Instructions are sent in digital format to the email address used to place the order, in advance of the delivery. You can also search for them online from the manufacturer.
If you would like a physical copy of instructions, just let us know in advance and we can send it with your items.
Can I collect the items from your shop?
Our office in Chelsea does not hold any of our items. If you are staying outside of our delivery area, or would simply prefer to pick up the items yourself, send us an email before placing your order. Do note that a delivery charge will still apply for this service.
Can you deliver to my hotel?
Yes. We are happy to deliver directly to the hotel concierge ahead of your arrival. If you are staying at a hotel, it is helpful to provide us with the name under which the reservation has been made when completing your order.
What if I want extra items during my stay?
Awesome - no problem at all. Simply place a new order via the website, and we will process it as quickly as possible.
Can I place an order over the phone?
All of our orders are placed via the website, we cannot accept card payments over the phone.
Can I pay in cash?
As above, all of our orders placed via the website. Sorry!