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• (+376) 73 74 81
from Monday to Friday - 9am to 7pm
• store@commencal.com
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on orders of Parts / Accessories / Clothing:
• for purchases over 50€ for France
• for purchases over 150€ for Europe
• for purchases over 350€ for the rest of the world
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FAQ
Ask a Question
 Are the used bikes serviced?
 Are the wheels on my bike tubeless or fitted with a tube?
 Can I change my order?
 Can I pay in installments on the Commencal Store?
 Do the used bikes have a warranty?
 Do you offer part exchange for a new bike?
 How and under what conditions can I return a product?
 How do I adjust the suspension on my COMMENCAL bike?
 How do I change my account information?
 How do I create an account to make a purchase?
 How do I find out about the tech specs of my COMMENCAL bike?
 How do I find the invoice for my purchase?
 How do I get hold of the delivery tracking number of my parcel?
 How do I know if a model is available?
 How will my COMMENCAL bike arrive?
 I live abroad, can I purchase tax-free or do I have to pay VAT?
 I ordered an item and now the price has dropped on the site.
 In my account my order says 'Processing' but I have already received it. What should I do?
 Is it cheaper to buy items directly in Andorra?
 My bank card has been refused. What should I do?
 What are the delivery times and costs?
 What can I do if I have a problem with my bike?
 What do I do if I forgot my password?
 What if I am not home when delivery is attempted?
 What is the warranty period of products that I have bought
 What size should I choose for my COMMENCAL bike/frame?
 Where can I get COMMENCAL stickers?
 Which components are supplied with a frame only?
 Which payment method should I use?
Are the used bikes serviced?


All of our second-hand bikes have been thoroughly serviced by our mechanics and are ready to ride!

 
Are the wheels on my bike tubeless or fitted with a tube?


Certain COMMENCAL bikes are equipped with tubeless ready tyres and rims, but they all come with inner tubes so it's easier for you to ride your bike straight out of the box. Tubeless ready rims and tyres can easily be converted into tubeless with a conversion kit.

 
Can I change my order?


If you want to change your order, please contact our customer service team immediately at store@commencal.com
We can have a look into your order and, if has not been shipped yet, modify it.

If it has already been shipped, we unfortunately won’t be able to modify it.


 
Can I pay in installments on the Commencal Store?


It is not possible to pay in installments on the COMMENCAL store.

 
Do the used bikes have a warranty?


Our second-hand and show bikes are warrantied for a certain period, starting from the date of purchase. Please refer to the information on their pages.
During this period you can contact us at customerservice@commencal.com in the case of a problem.


 
Do you offer part exchange for a new bike?


We do not re-sell bikes that have been owned by individuals and therefore don't offer trade-ins.

 
How and under what conditions can I return a product?


Once your items are delivered to you, you should carefully check the contents of the package in order to be sure that the products delivered are the ones you actually ordered. If this is not the case, please refuse the parcel or send it back with the courier.

What is more, the law stipulates that you have a return period on your purchase of 7 days. If the product that you have ordered does not live up to your expectations, please contact us by email at store@commencal.com to arrange the return. Please let us know the product name and number, your name, address and the way you wish to return the product.

The product must be returned in its original packaging and all items must be included. We reserve the right to check the parcel on its arrival in our warehouses prior to reimbursement. In the case of missing parts or products not being in their original state, we reserve the right to refuse the reimbursement of the full amount. If your return request is because you chose the wrong size or product, then all shipping costs will be down to you. We ask that this is paid before we ship the new product.


 
How do I adjust the suspension on my COMMENCAL bike?


Before riding your bike for the first time, it is important to do the following steps for adjusting your rear shock correctly:

1. Push up the O-ring at the inner shaft against the outer shaft.
2. Stand up on your pedals in a riding position.
3. Carefully get off your bike.
4. Check the position of the O-ring* on the inner shaft.
5. Next you need a high pressure pump (purchased separately) to adjust the air pressure in your shock.
6. Reset the O-ring and get back on your bike.
7. Get off the bike and check the position of the O-ring again.
8. Repeat until you find the right setting.

* The O-ring must be at about 25–30% of the shock's hub, so that the SAG setting is optimal. For DH and alpine descents it should be 30–40%.

To adjust your fork, refer to the manufacturers guidelines. If in doubt, do not hesitate to contact us.

You can also watch our video tutorial on adjusting suspension (link).

 
How do I change my account information?


Sign in to your account, click on 'update contact information and preferences' and save your changes.

 
How do I create an account to make a purchase?


You can create an account by clicking 'Sign In' then entering your email address or signing in via other social media pages.

It is necessary to create an account in order to complete the order process at the COMMENCAL store.

By creating this account you can find out everything you need to know concerning delivery etc.
You can track the progress of your order and also sign up to our newsletter to receive special offers and stay up to date with what's happening at COMMENCAL.

 
How do I find out about the tech specs of my COMMENCAL bike?


When you go to a specific product page, several information tabs are available below the pictures of the product.

You will find the tabs "Technical Information" and "Geometry" with a size chart as well and all information related to this item.

However, if you want more information you can see our tech books (link) or contact us (link).


 
How do I find the invoice for my purchase?


Your invoice is sent to you via email shortly after your purchase. In case it didn't arrive, please contact us at store@commencal.com


 
How do I get hold of the delivery tracking number of my parcel?


Once a package has been dispatched with the courier, the delivery number will be sent to you via email.

 
How do I know if a model is available?


The availability of bicycles and frames is indicated on the product page for each size. In stock items are shipped after confirmation of payment, pre-order items are shipped at the end of the countdown and out of stock items are no longer available.

 
How will my COMMENCAL bike arrive?


Our bikes are delivered partially assembled (90%), so you just have to put the front wheel on, attach the front disc brake, position the handlebars and, if appropriate, bleed the RockShox Reverb seatpost.

The bike is pre-set during pre-assembly but it is essential to check the functioning of the various elements before the first use.

 
I live abroad, can I purchase tax-free or do I have to pay VAT?


For countries within the European Union, only the price including tax is to be considered.
For countries outside the European Union the tax free price is applicable.

Taxes will be claimed by Customs via the courier on entry into every non-EU country.

 
I ordered an item and now the price has dropped on the site.


Our objective is to give you the best prices possible online.

Our prices are are often revised and at any time they may either go up or down. However, if you notice a price drop up to 3 days after your purchase, we will refund the difference.

 
In my account my order says 'Processing' but I have already received it. What should I do?


Updates are made regularly throughout the day but it is possible that sometimes information takes a while to register so don't worry.

 
Is it cheaper to buy items directly in Andorra?


It is possible to pick-up COMMENCAL products directly from our office within a limit set out by the French border control of 900€. If you buy in Andorra you are likely to save around 10% of the public price.

 
My bank card has been refused. What should I do?


The most frequent reason for the refusal of a bank card is because the bank itself has not permitted this type of payment. In this case you should contact your bank to obtain the authorisation to make such a transaction and try to re-order on our website.

If the problem persists you can always pay via bank transfer or Paypal.

 
What are the delivery times and costs?


Deliveries are made by carriers who ensure a delivery time within 48h / 72h within France (mainland).
The delivery charges for all other destinations will be calculated based on the items ordered and the destination of delivery. The cost of the delivery will be stated in the checkout.

Similarly, the delivery time will depend on each destination.

Once payment has been received the items will be packed and normally, in less than 24 hours, they will be dispatched if they are available in stock.In all cases, in the event of customs issues, there could be an unexpected delay which is out of our control.

For more information go to our 'Shipping Information' section (link).


 
What can I do if I have a problem with my bike?


In case of a problem with your bike, frame or anything else you've purchased on the COMMENCAL Store, please contact our after-sales department directly at customerservice@commencal.com


 
What do I do if I forgot my password?


Click on 'Sign in', enter your registered email address and then press 'Forgot your password?'.
An email with a new password will be send to you shortly after.

 
What if I am not home when delivery is attempted?


If you are out whilst delivery is attempted, you can contact the courier for an alternative delivery time.

To follow the progress of your delivery, use the tracking number that was sent to you by our customer service department and visit the couriers website to find out more.

 
What is the warranty period of products that I have bought


The duration of our warranty differs between the products. For COMMENCAL products this info is noted in the details on the product page.
For other brands, their own warranty policies applies.

Please also read the terms and conditions of warranty and support (link)

 
What size should I choose for my COMMENCAL bike/frame?

You will find Size Charts or Geometry tabs located under the main photo on every product page on our website.

All our recommendations will be given by specific model.

Potentially you could come between two sizes. If your inside leg length exceeds the limit given in the size chart and you are an experienced rider, you should choose the larger size.

In general, a shorter frame is more manageable and playful than that of a longer frame but a longer frame will give you the benefit of stability and better performance while pedalling. If you go for a longer frame, refining your position can be easily done by adjusting the position of your saddle properly and playing with the length of the stem.

 
Where can I get COMMENCAL stickers?


You can get COMMENCAL stickers here: (link)


 
Which components are supplied with a frame only?


New frames are generally delivered with a chainstay protector and rear wheel axle. It is all stated in a list on the product description page. The headset, crankset and seat post clamp are not included and need to be ordered separately

 
Which payment method should I use?


We offer 3 ways of payment in the COMMENCAL store: credit card, Paypal and bank transfer.

Payments via credit card and Paypal are instant. Payments via bank transfer could incur a delay of a few days before the payment is validated and the product dispatched.

Bank transfers can, on occasion, incur charges depending on each bank. The bank transfer payment instructions will be sent to you once you have placed your order stating that you are wanting to pay via the bank transfer option. All of the potential charges are the responsibility of the buyer. Your order will not be dispatched until all charges have been paid.