FAQ and Help Articles

Each of our storage locations is linked to its own COMMENCAL website to allow purchases of our products worldwide. You can choose your product regardless of the country in which you live, place an order by creating a customer account, make payment, and receive your package.

You will find all information regarding the terms and conditions of sale on our GENERAL TERMS AND CONDITIONS OF SALE page.

The order amount is payable according to the payment method mentioned on our GENERAL TERMS AND CONDITIONS OF SALE page. Your order will only be confirmed once payment has been received.

You can order your products online and collect them directly from our showroom. Your bike will be professionally assembled including suspension set-up and cockpit adjustments. Our team will reach out to you as soon as the order is being processed and to schedule a pick-up date.

All bike & ski shops worldwide can order the COMMENCAL product of your choice. They simply need to contact our SERVICE B2B (professional sales service) and place an order. The retailer receives the product in their store and can deliver it to you. Payment will be made to the store. They will track the order and inform you when the product is delivered.

All items ordered on the COMMENCAL website are shipped from our warehouse in France. The prices shown are valid for all European Union countries and therefore include VAT; you will not have to pay anything upon receipt of your order. For orders to countries outside the European Union, VAT is deducted from the payment, and the total value to be paid will be displayed just before the payment page. The customs service in your country will require payment of import tax if the value exceeds the allowance.

On the product page of each of our bikes, you will find a size chart. If you are between two sizes, keep in mind that a larger bike will provide more stability while a shorter bike offers better maneuverability.

You can rent and test bikes from the current range in our various showrooms around the world. If you decide to buy a bike, we will deduct the rental price from the final price of your order. More information on our RENTAL page.

With our A LA CARTE configurator, you can assemble your bike by choosing each component. Complete bikes, however, cannot be modified.

If the product you wish to order is no longer available on the COMMENCAL website of your country, but is still available on one of our other COMMENCAL sites, you can order it. The shipping costs will be adjusted according to the destination of the order.

The estimated date displayed on each product page corresponds to the theoretical arrival date at our warehouse and is updated in real time.

If the customer wishes to cancel and be refunded after placing an in-stock order or pre-order, a 5% processing fee will be withheld. In the event of significant production delays associated with your pre-order, we will work with the customer on a case-by-case basis to process the cancellation and full refund.

You have a period of seven (7) days to return a product from its date of receipt. You will then have the choice between an exchange with a product of identical value or a refund. We do not charge handling fees on returns; you will receive a full refund of the value of the item.
Cash on delivery shipments will be automatically refused. Items must be returned new, unused, and in their original packaging. Returned products that do not meet the above conditions will not be refunded and will remain available for the customer for a period of 6 months at our warehouse. If you wish to return an item, please contact us and we will provide you with all the necessary steps to follow.

We can send products all around the globe! If your country is not listed on the site, contact us by sending an request in our CONTACT page and we will provide you with a personalized quote.

You can calculate your shipping costs by entering the destination country and postal code during checkout when validating your cart. More information on our DELIVERY METHODS page.

Average delivery times vary according to their storage locations worldwide linked to their own website and the shipping destination. More information on our DELIVERY METHODS page.

Tracking information should be available and sent the evening after your order. For more information, please visit our TRACK MY ORDER page. If you haven't received it, please check your spam folder. You can also contact us by using our CONTACT page for further information.

Our bikes are 90% assembled; you will only need to attach the front wheel and handlebars. In any case, a complete inspection of the bike is necessary before your first ride.

If you chose the assembled bike option, the bike will be delivered like a standard complete bike. You will only need to attach the front wheel and handlebars. Otherwise, you will receive your parts in their OEM packaging.

This can vary from one frame to another; you will find details of the included parts in the product description. Generally, frame protectors and rear wheel axles are included.

Since each rider has preferences regarding pedals (flat, clipless, specific brands...), bikes are usually delivered without pedals. There are exceptions depending on the model; the product description of your bike will explain in detail what will be delivered with it.

All bikes arrive with inner tubes. Some models are Tubeless Ready, which means you only need to apply rim tape, valves, and sealant to use your bike with a tubeless setup.

First of all, you must report concerns to the carrier before they leave. If you haven't done so, contact us quickly by using our CONTACT page.

Any anomaly concerning the delivery (damage, missing product compared to the delivery note, damaged package, broken products...) must be indicated on the delivery note in the form of 'handwritten reservations', accompanied by the customer's signature.
Vous devez réclamer les dommages directement auprès du livreur, au moment de la livraison. You must report damage directly to the delivery person at the time of delivery. If you haven't done so, contact us quickly by using our CONTACT page. Keep the box carefully as it will be useful in determining responsibility.

You will find all information regarding the warranty of COMMENCAL bikes and our RIDE ALPHA components on our GENERAL WARRANTY CONDITIONS page. Please note that these conditions only apply to the original owner.

You will find all information regarding the warranty of COMMENCAL skis and snowboards on our GENERAL WARRANTY CONDITIONS page. Please note that these conditions only apply to the original owner.

All our refurbished bikes are checked and reconditioned by our mechanics, so they benefit from the same warranty as new bikes. If special conditions apply to a bike, these will be specified on the product page.

The purpose of registering your bike is to be as responsive as possible in case of any problem. We will be able to process your case more quickly, and allow you to return to your favorite trails as soon as possible. You can register your bike on our WARRANTY REGISTRATION page.

COMMENCAL products are covered by our warranty to give you peace of mind and allow you to fully enjoy your purchase. To submit a warranty claim, please fill out the form on our WARRANTY SUPPORT page and our team will process your request.

Subject to stock availability, our RIDE AGAIN program allows any COMMENCAL owner to replace a part or a complete frame at the best price in cases where warranty claims would have been refused under 'warranty exclusions'. To submit a warranty claim, please fill out the form on our WARRANTY SUPPORT page and our team will process your request.

You can find all information regarding the assembly of your bike on our USER MANUALS page. You can also submit a technical assistance request by filling out the form on our TECHNICAL SUPPORT page, and our team will process your request and help you solve your problem quickly.

If you have any problem with your bike, the first thing to do is to submit a technical assistance request by filling out the form on our TECHNICAL SUPPORT page, and our team will process your request. We will help you solve your problem quickly by giving you appropriate advice. If you don't feel capable of making the recommended adjustments or don't have the necessary tools, no problem! After receiving our approval, you can go to the workshop of your choice, and we will cover the labor costs incurred.

You can find all information about your bike on our COMMENCAL TECH page.

We do not have touch-up paint for our bikes, but you can submit a technical assistance request by filling out the form on our TECHNICAL SUPPORT page so that we can provide you with the exact color references for your bike.

It's important to take care of your bike to keep it running smoothly and in optimal condition. We advise you regularly check:
- The torque for all pivots,
- The state of the frame, headset, bottom bracket and various bearings,
- our brakes for wear and tear,
For all non-COMMENCAL components please follow the manufacturers guidelines for maintenance frequency (fork, shock, brakes, etc.).
More information on our USER MANUALS page.

To fully enjoy your bike's performance, the first thing to do is to set the SAG. If you don't know how to do this, no problem, you can find our advice on our SUSPENSION SETTINGS page.

Don't panic! There's an easy way to solve this. Carefully cleaning both your disc and pads with brake cleaner or isopropyl alcohol will solve any noise coming from possible contamination. To avoid the discs touching the brake pads, a correct alignment of the caliper is essential, follow these instructions in order to get it right:
- Loosely install the caliper onto the fork or frame,
- Lightly squeeze the brake lever three times and hold,
- Lightly tighten the bolts. Release the lever,
- Check that the brake pads are equally spaced on either side of the rotor,
- Lightly squeeze and hold the brake lever,
- Tighten the bolts. If the brake pads rub on the rotor, loosen the caliper bolts and adjust the caliper position.
Repeat steps 2-6 until it's perfect.
Remember that you need to bed in the brakes each time you change the discs or pads. This is ultimately a fairly technical step; you can find a tutorial on how to do it correctly in this video.

You can find all information regarding your E-Bike on our USER MANUALS page.

The maximum assistance speed for E-Bikes differs according to the regulations of your country of use.
Europe, Australia, Chile: 25 km/h (15 mph).
Canada, United States, New Zealand, Mexico: 32 km/h (20 mph).

This may vary between airlines. It is important to know that lithium batteries are considered as a dangerous item, so it's best to check with your airline first.

The range is determined by many factors, such as battery capacity, motor, rider weight, assistance mode, elevation changes, and many others. For a complete Shimano E8000 system, Shimano announces a range of 100 km under optimal conditions.

The duration of a battery is evaluated in cycles. One cycle is a complete charge/discharge. A Shimano STEPS battery will run smoothly for 1000 cycles (approx. 20.000 km or 2 - 3 years of use). After this, you may see the performance of your battery decrease and thus each charge will last less.

Depending on the charger model you have, it can take either 5 or 9 hours.

Your META POWER is delivered with two keys. They have a serial number engraved on them; this number is very important since it will be needed to get a new key; so keep it in a safe place you will remember since we will need it to provide new keys.