Frequently asked questions (FAQ)

Answers & Useful information

Our customer service strives to answer all your questions. If you can't find what you're looking for, don't hesitate to contact us at

Can I take luggage/a suitcase with me on the tour?

For multi-day tours, each participant is allowed to bring a day backpack and 1 piece of luggage weighing a maximum of 20 kg (44 lbs). The combined dimensions of each bag must not exceed 158 cm (62 in). It’s possible to store your luggage in Reykjavík while you are on your tour, for a small fee. We highly recommend storing the luggage in Reykjavík to help us reduce our carbon footprint. Please note that luggage storage is not refundable.

Can I add hiking shoes to my booking?

Yes, most tours offer hiking boot rentals. Please send us an email ( for more information.

Can I use the hiking shoes the whole tour?

Yes, you can use the hiking shoes for the whole two or three days.

It mentions on the website, that you need spikes. Do you rent spikes?

No, unfortunately we don’t rent spikes. You will be supplied with crampons, harnesses, helmets and belts for the glacier hike. For the ice cave visit you will receive a helmet and crampons. We recommend you purchase your own personal spikes for the rest of the tour since many of the pathways might be very slippery. You can either buy spikes at almost any grocery shop downtown or at gas stations around the country.

My pick up location is not on the drop-down list, can you pick me up?

Please enter your pick up location into the special requests section and we will be in touch as to where your nearest pick up location is located. We do not pick up at airbnb’s so we might easily direct you to the closest hotel or authorized pick-up location.

Can I claim a refund if my glacier hiking/ice caving activity was cancelled?

Yes, please send our sales department at with your booking number and your name and we will issue a refund.

My tour or a part of my tour got cancelled. How do I get my money back?

Please get in touch with our sales department under You will receive a refund request form that, once filled out, goes directly to our finance department. Please note that It can take a couple of working days for us to process the refund and we, therefore, ask you to be patient while the refund is being processed on our end.

Once the refund has been processed it can take up to 10 working days for the amount refunded to show up on your account. If the time frame mentioned here above has passed then please do contact our customer support team either here via email or by calling +354 562 7000 and we will do our best to assist you. Make sure to include your booking number when investigating the status of your refund request.

Do you rent waterproof clothes?

We do rent waterproof clothing in some of our tours, please check the "Extras" section in the booking engine of the tour you are interested in to see if it's on the list.

It is very dark in Iceland in winter - will we be able to see all the sights in daylight?

In short: yes :) We have year-long experience in operating winter tours in Iceland and will make sure to make the most of short daylight hours.

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