Frequently asked questions

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 This email address is being protected from spambots. You need JavaScript enabled to view it.

 

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

We recommend that you pack an overnight bag. We offer luggage storage at our headquarters in Reykjavik. So if you would like to store your luggage with us, you just bring it on the tour and the guide drives it to the luggage storage before leaving Reykjavik. Sometimes we will even have enough space on the bus to take your luggage along.

Can I add hiking shoes to my booking?

Yes! Please send us an email with your European shoe size (eg “38”). The hiking shoe rental costs an additional ISK 1000 which you'll need to pay in cash to the guide when we pick you up in the morning.

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 cannot promise pick up at airbnb’s so we might easily direct you to the closest hotel.

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

Yes, please send our sales department at This email address is being protected from spambots. You need JavaScript enabled to view it. with your booking number and your name and we will issue a refund.

It has been x days and my refund has not arrived yet? How long does it take?

Have you been in touch with our sales department This email address is being protected from spambots. You need JavaScript enabled to view it.? If we told you that a refund is on the way, you will receive a merchant confirmation that the refund has been issued. After this statement the refund might take up to 10 business days. If this time has passed, please contact your bank and check with them.

Do you rent waterproof clothes?

Unfortunately we don’t rent waterproof outer clothing such as pants and jackets. We only rent hiking shoes for an additional ISK 1000 the pair.

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.

What should I wear on your tours?

We suggest that you read our blog about what to wear in Iceland.