FAQs

FAQs

Find out the answers to some frequently asked questions about renting a campervan from us.

ANSWERS TO COMMON QUESTIONS

What is your COVID-19 policy?
Over lockdowns, overnight stays are not permitted. We are currently answering queries, taking future bookings and selling gift vouchers. We have eased some of our cancellation or postponement policies for when we can hire out vans. If you make a booking for the future but it is not able to proceed because of government or local travel restrictions related to COVID-19 then you can reschedule your booking to another date in the following 12 months pending availability. This can be done anytime up to 14 days before your booking starts, and there will be no admin fees. Alternatively you are free to cancel your booking for a full refund (minus minimal card fees) up to 14 days before your booking starts, again without any admin fees. Read the full info here.
What's included in the hire of the campervan?
Your booking includes: hire of the campervan, fully comprehensive insurance for one driver (additional drivers can be added), unlimited UK mileage, a sun canopy, cooking equipment, crockery, cutlery, camping gas, and an outdoor table and chairs. It comes with a full tank of petrol – and you should return it to us full.

Have a look at the individual campervan pages to see the contents of each van.

You can add extra camping equipment to your booking – see our full list of extras.
How easy is it to drive the campervan?
We have two types of vans, Nissan Elgrand campervans and converted larger panel vans. The Nissan Elgrands are luxury MPVs only available in Japan, which have been converted to campervans. With a powerful 3.5 litre v6 engine and 4-wheel drive it feels more like driving a large luxury car than a campervan. Although it’s about the same size as the more common VW vans, it does mean they can easily fit into a regular parking space and, with driving aids like a reverse camera and sat nav, it’s very easy to get around. The converted vanlife vans are bigger and do tend to drive more like vans, but come with more space, storage and fixed furniture.
Who can drive the campervan?
Our insurance covers drivers between 23 and 75 years old with a valid UK or EU license held for more than two years and no more than two convictions with a maximum of 3 points per conviction. We also accept non UK licenses NZ, USA and Canada, other licenses may also be accepted. If you fall outside of this criteria feel free to contact us to discuss and we can try and work out a deal with our insurers. Up to 3 additional drivers can be added for an additional cost based on the same criteria.
Is insurance included?
Fully comprehensive insurance for the vehicle is included. Please not that your personal belongings are not covered under this insurance and we would recommend you have cover elsewhere for this.
What happens if we breakdown or have a problem?
In the unlikely event of a breakdown or problem your first port of call would be to give us a call, day or night, to let us know of the issue. Quite often it’s something we can help with over the phone or if required and feasible we will come out to you. If the campervan has broken down we have full 24 hour roadside assistance and will contact them to come out and assist.
How far can we travel and can we go abroad?
We offer unlimited mileage in our vans and encourage you to explore as far or as close as you see fit across the UK. We only ask that you ensure you are back on time on the day of return or else it might impact hirers after you and a charge may occur.

European cover is also included in our insurance, however please contact us to discuss details of your trip. (Mileage limits apply for European trips.)
What time is collection and drop off?
Collection times are between 15:00 and 17:30. Drop off times are between 08:00 and 11:00. Please let us know if you are running late so we can make appropriate arrangements. Failure to return the vehicle on time could incur an additional charge that will be taken out of your security deposit. There are a number of nice campsites in the vicinity that we can recommend for a stay the night before to ensure you arrive on time.

If, at the time of booking, you need a time outside of these hours, we have an option for early collection or late return (subject to availability) for an additional fee of £40. We will book the calendar out for the extra half day needed for this. Contact us to talk about your requirements.
Can we leave our car with you?
If you are driving to us, you can leave your car in the space where we usually keep the campervan for the duration of your trip (at your own risk) free of charge.
Where are you based?
Our office is in Southbourne, and the campervans are kept in a barn just off the Boundary Lane near St Leonards. Campervan collection usually takes place at the barn (especially if you are leaving your car with us), but upon request could take place in Southbourne. We sometimes do handovers at local train stations or at the ferry terminal in Poole. If you are local it might also be feasible to drop the campervan off to you at your house. Get in touch with us to talk about your specific requirements. You might want to come and check out a campervan before hiring it – that’s fine, please contact us to arrange a time (by appointment only).
What about fuel?
Our vanlife vans run on diesel. Our Nissan Elgrand campervans run on unleaded petrol. You will be provided a full tank of fuel and it should be returned with a full tank. The cooking gas does not need to be refilled.
How many people can we take?
Our vanlife vans have 3 belted seats for travel and space for 3 to sleep. Our Elgrand campervans either have 4 or 5 belted seats, and they have sleeping space for two adults on the rock and roll bed, and two children (or one adult) in the pop-top roof space. You can add an additional sleep space by hiring the drive-away awning (see extras page) that can include a removable bedroom inner tent fitting an inflatable double bed for an extra sleeping area.
Can we travel with children?
Absolutely, we regularly go on adventures with our 8 and 3 year old. We can provide car seats if required at an additional cost or you can bring your own. All of the seats have 3-point seat belts.
Do I need a drive-away awning?
The driveaway awning is an optional extra that you can add to your booking for an additional charge of £40. Our awnings are the Vango Kela 2. It provides a lot of extra space – room for table and chairs, extra storage space, and can provide extra shelter in bad weather or cooler evenings. There is even the option for an internal bedroom tent, which fits a double blow up mattress (mattress and bedding may be provided at extra cost) for extra sleeping space. The awning easily detaches when you wish to drive somewhere. You can see pictures of the awning in our Gallery.

The down side is that the kit bag does take up quite a lot of luggage space in the van. Also whilst it is an inflatable awning and in theory quicker to put up than a pole version, it can take up to around an hour to put up and take down (quicker with practice!), so not very efficient if you are staying in a different location every night – we’d recommend at least 2-3 nights in one place.

As standard, each campervan has a sun canopy which provides a nice outdoor seating area. Here is a picture of an Elgrand campervan with its sun canopy up.
Does it get cold in the van and can I camp in the winter?
Our Vanlife vans are insulated and have a built-in diesel heater to keep you toasty in the winter. For our Elgrand campervans, we can supply an electric oil heater in the colder months that you can plug in when hooked up at a campsite. We love cosy winter camping!
Where should we stay?
There are several websites or apps that will help you find a good place to camp, including pitchup.com, searchforsites, park4night and Campercontact. We are also a member of the Camping and Caravanning Club’s privilege scheme, which means you can stay at any of their participating Club Sites and Camping in the Forest sites at discounted rates.
Do we need to hook up to electricty when at a campsite?
Our campervans have a 12v leisure battery that powers the fridge, tap, lights and USB sockets. In our vanlife vans this also powers the heater. This battery gets charged when driving, or via solar in vanlife vans and in the Elgrand campervans also when hooked up to electric hook-up. When on hookup at campsites the 2 electrical sockets in the Elgrands can be used to power electric items (laptop, chargers, etc). The vanlife vans have no hook-up and are completely off-grid with their solar system.
Can we bring a pet?
Furry friends are welcomed, however there will be an additional fee for cleaning. Please let us know before booking if you plan to bring your pet.
Can I smoke in the campervan?
Absolutely no smoking is allowed in any of our vans. If evidence of smoking is found a valeting charge will be taken from your security deposit.
How do I book and pay?
We accept booking requests through our website, and then once the booking is confirmed you can pay online using your debit or credit card (via Stripe, our payment provider). We are also listed on a number of other campervan hire platforms and listing sites that you could use instead. Please do contact us if you have any queries or special requirements and we can manage these through the site for you.
Why do I need to pay a security deposit?
The security deposit is £500 and is payable by card (we do not take cash) prior to the start of the hire period. It is to cover the insurance excess in the unlikely event of an accident and the possibility of any damage to the campervan, fixtures or equipment during the hire. The security deposit will be refunded within 7 days of the end of the hire less any cost of repairs, replacement, refuelling or cleaning charges and you will be provided with an itemised invoice detailing those costs.
What happens if we need to cancel the booking?
You must notify us in writing via email to cancel your booking. Charges may apply depending on how far in advance you cancel. See our terms and conditions / Covid update for more details.
I've got more questions...
We are always revising our FAQs – if there is anything that’s not covered please feel free to get in touch.
Want to see more? Check out our gallery of great campervan photos.

THE CAMPERVANS

Campervan details, availability and booking.

ADVENTURE PACKAGES

Turn your trip into a real adventure.

EXTRAS

Optional add-ons to enhance your trip.

GET IN TOUCH

You can reach us in any of the ways listed below. We aim to get back to you within 24 hours, but will likely be quicker.

Give Us a Call

Phone us on 01202 256373.

Send Us an Email

Email us at hello@shorecampers.co.uk.

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