How can we help?

Frequently asked questions


I have a problem with my bike, how can I resolve it?

If you have any concerns about your bike, the first step is to contact us.

We will do our best to solve your problem quickly by giving you the right advice. If you don't feel confident enough to set-up your bike alone or if you don't have the necessary tools, no problem! After receiving our approval, you can then go to the workshop of your choice and we will cover the cost of labour incurred.

What's the warranty for COMMENCAL bikes bought from the website?

All our second-hand bikes are checked by our mechanics, and have the same warranty as our new bikes. Although, if marked, each bike is subject to changes on this policy.

Where can I see all technical information about my bike?

You can find all components and parts for your bike on our Tech site.

What are the warranty policies for new bikes?

You can read all about our warranty conditions here.

If I buy a frameset, what parts does it come with?

This can vary from frame to frame, you can find the list of what's included in the article's description. Generally speaking, all frame protections and the rear wheel axle will be included.

I'm having problems assembling my bike after receiving it.

You can find our tutorials on how to assembly your bike in our Step by Step guides. If you still have doubts, please contact us directly.

What are the basic suspension settings recommended by COMMENCAL?

To further enjoy the full performance of your bike, we strongly recommend you set your SAG. Not sure how to do it? Check our videos on our Tech site.

Does my bike come with pedals?

Because each rider may prefer a different pedal set up, bikes are not delivered with them.

What is the basic maintenance care I need to do on my 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 al Contact System pivots
- The state of the frame, headset, bottom bracket and various bearings.
- Your brakes for wear and tear
- For all non-COMMENCAL components please follow the manufacturers guidelines for maintenance frequency (fork, shock, brakes, etc.).

More on this on our User Guide.

Are bikes already tubeless?

All of our bikes come with tubes installed as default. Those that are marked as tubeless ready will need tubeless rim tape, valves and sealant in order to be set as tubeless.

My brakes are making squeaky noises and/or are touching the brake pads.

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:

1. Loosely install the caliper onto the fork or frame.
2. Lightly squeeze the brake lever three times and hold.
3. Lightly tighten the bolts. Release the lever.
4. Check that the brake pads are equally spaced on either side of the rotor.
5. Lightly squeeze and hold the brake lever.
6. 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.

Finally, remember that you will need to bed in your brakes each time you have new pads or rotors. You can see the proper way to do it here.

How are COMMENCAL bikes delivered?

Your bike will come 90% assembled, you will just need to fit the front wheel and the handlebar. However, it's very important to check the whole bike before the first ride.

How are "A LA CARTE" bikes delivered?

If you chose the assembled option, your bike will be delivered completely assembled by one of our professional mechanics. You will just have to fix the front wheel and handlebars. Otherwise, you will receive the parts in their OEM packaging.

My bike has some scratches, do you have touch up paint?

We do not have touch up paint for our bikes, but you can contact us at and we will gladly give you the colour codes for your particular bike.


I want to pre-order an item, when will I receive it?

The estimated date of delivery displayed on each item page is the theorical arrival date to our warehouse, and is updated in real-time.

The box my bike came in presents signs of mishandling, what should I do?

First and foremost, you need to leave a claim with the courier right then and there. Then, immediately contact us.

I bought an item, but haven’t received any tracking info.

Tracking information should be delivered to you automatically up to two days from the order being placed, if this is not the case, check your SPAM folder. If you still don't have it, please contact us.

The bike has some damage right after unboxing it.

In this case, you should leave a claim with the courier right then and there. If it's too late for that, contact us immediately. Please keep the box as this may be useful to determine where the damage came from.

I want to return a product; how can I proceed?

The consumer benefits from a seven-day period from the date of receipt of the goods to return the item for exchange or refund at no extra cost, except for shipping.

Cash on delivery (COD) returns or postage paid by consignee returns will be refused. The goods must be returned to us in as-new unused condition, in its original packaging, and in perfect condition. Returns that do not meet these criteria will not be refunded and remain available to the consumer to collect from our office for a period of 6 months.

To request a return, please visit our returns page.

How can I pay for my order?

You can choose to pay by credit card, PayPal or bank transfer. More information here.

What is the standard delivery time?

Delivery times are generally between 2 or 3 days. Contact us for more info on this.

How much is the shipping cost for my item?

To check whether it is possible to deliver to your home and to get an estimate of shipping costs, you can enter your country and postal code in the appropriate fields at the checkout.


What size bike should I choose?

You can find your bike size guide here. Alternatively, across every bike range on our website you'll be able to find a size chart. If you're in between sizes, remember a bigger bike means more stability, and a smaller bike gives you more maneuverability. More help? Contact us.

Can I test the bikes?

Of course! You can test a COMMENCAL mountain bike in our showroom.

Is it possible to personalise my bike?

It is possible to do so with our "À la Carte" program where you can build up your bike from scratch. The complete bikes we sell are not modifiable before you receive them.


Can I carry my bike's battery on an airplane?

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.

What's my bikes maximum speed?

Electric bikes are set for a maximum speed of 25 km/h.

What's the autonomy on my E-bike?

The autonomy of the bike is determined by several factors, the battery's capacity, the efficiency of the engine, rider weight, the assistance mode chosen, the duration and intensity of your rides, among others. As a reference, Shimano states that a 504Wh battery will go up to 100km (62 miles).

How long is my battery's life?

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.

How should I go about assembling my META POWER after receiving it?

After unboxing your META POWER, you can find a step-by-step guide in our Tech site.

How long should I charge my battery for?

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

What can I do if I lost my battery's keys?

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.


Get in touch with our team.