/ SUPPORT & FAQ

ASK US ANYTHING

Most answers are below. If yours isn’t, get in touch — you’ll hear back from someone who’s actually been out there.

Aurora reflected in still water

GET IN TOUCH

We answer daily between 10:00 and 18:00 Icelandic time (GMT). Outside those hours we’ll get back to you as soon as we’re up.

WhatsApp is the fastest way to reach us, and the best option on the day of your tour.

If you booked through Viator, GetYourGuide or Airbnb, message us through that platform — it’s where we’ll reply, and where any tour updates will reach you.

Have a look through the questions below first; most of what people ask is answered there.

Photographer at a tripod in the snow
A group of guests under the northern lights
Tour van beneath the aurora

About the northern lights

Can you guarantee I’ll see the northern lights?
What are my actual chances on a given night?
Why didn’t we see anything even though the sky was clear?
What’s the best month to come?
How many nights should I plan for?
What happens if you cancel the tour?
Does a full moon ruin it?

Before you book

How many people are on the tour?
What time do we leave, and how long does it take?
Where do we go?
How many people can come?
Can we choose when we go out?
What can we customise?
Is a private tour better with children?
I have reduced mobility — can I join?

Booking and payment

How do I pay?
What currency are prices in?
How late can I book?
Can I change my booking?
What if I need to cancel?

On the night

Where do you pick me up?
How do I know if the tour is running?
How long does pickup take?
Does the tour include a free Re-Try?
What’s included?
What should I wear?
Are children welcome?
Is there any walking?
Are there toilets?
Do you have snowsuits in my size?
Can you cater for vegan or dietary requirements?
How do I get my photos?