Copyright © 2020 Lonbrella Ltd. All rights reserved. Lonbrella Limited is a company registered in England and Wales (No. 11494225).

Question 1

What happens when my umbrella breaks?

Answer

Here at Lonbrella, we offer the highest quality of umbrellas that are wind and weather proof. Nonetheless, we know that accidents happen. If your umbrella breaks while you're using it, you must report it immediately at the station. Reach us at contact@lonbrella.co.uk and we will inform you of the next steps.

Question 2

What are the age restrictions to use the service?

Answer

Everyone deserves to have an umbrella when it rains! You need to be at least 16 years old and be a legal debit or credit card holder.

Question 3

Where can I find a Lonbrella station?

Answer

Stay tuned for our upcoming locations.

Question 4

I didn’t get a payment confirmation email. What now?

Answer

Make sure that you have typed the correct email address on our platform. Also check your connection and allow approximately 5 minutes for the payment confirmation email to arrive. If you still haven’t received anything, please contact us at contact@lonbrella.co.uk.

Question 5

I forgot to return my Lonbrella in time. What now?

Answer

If you haven’t returned your Lonbrella in time, you can now keep it! You will not be able to extend the usage period if you did not do it before the end date of the usage period.

Question 6

The umbrella I received wasn’t in a good state.

Answer

We're so sorry you've experienced this! If you have realised this at the start of your use, you have up to 10 minutes to bring it back to the station and exchange it for a new one.

Question 7

What should I do if my payment didn’t go through?

Answer

Make sure you’ve put a valid card number, CVC and expiry date. Some card suppliers are not as common in the UK and that might be the problem. However, our site allows payments from VISA, Mastercard, American Express and Maestro. If you believe it has nothing to do with your card, please contact us at contact@lonbrella.co.uk.

Question 8

How can I reach you?

Answer

Send us an email to contact@lonbrella.co.uk or chat with us on our website! We are available during standard working hours, Monday - Friday 9:00 AM - 5:00 PM GMT.

Question 9

Can I return my Lonbrella at a different location?

Answer

You will be able to return an umbrella for any Lonbrella stations that is part of the network.

Question 10

The place to return the umbrella was closed. What should I do?

Answer

Our locations are mostly open from 09:00- 17:00, Monday to Friday. If you are trying to return the Lonbrella before/after these hours, you will not be able to. If the end date of your rental period lands on a weekend and the location is closed, do not worry - we will definitely be moving your end date to the next available working day with no further charge. If the next working day is not within your rental period, you can either extend the rental or keep the Lonbrella, by which we will automatically charge a security deposit of £20 to your debit or credit card.

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