FAQs
IF YOU STACK, WE'VE GOT YOUR BACK!
We are now offering a 40% crash replacement discount on our kit if it manages to sustain damage on the trail within a year of purchase! At Commiteq, we believe that our kit is built to withstand the trials and tribulations of mountain biking, but big incidents do happen. Whether that involves skimming yourself along the floor after a poorly executed landing, or clipping a tree trying to maintain the inside line on some techy steeps. The bottom line is, if you stack, we've got your back.
To claim, simply drop us an email to support@commiteq.comwith the following information -> Order number (found on order confirmation email)> Details of incident (entertainment purposes)> Image of damaged article> Desired replacement article (if exact replacement is not available)
Fulfilling Orders
All orders are fulfilled within 3 days of receiving your order. Once packaged, you will receive a confirmation email and your order will be dispatched on the next business day. Shipping times depend on the service you have chosen.
Priority Packing - Jump the queue with priority packing. Have your order packed and dispatched first. Orders placed before 10am (GMT) will benefit from same day packing and dispatch. Orders placed after 10am (GMT) will be packed and dispatched first on the next working day.
UK - FREE with orders over £40
We offer the following shipping services using Royal Mail for the UK:
Orders over £40
- Standard shipping (within 5 working days)¹ - FREE
- Royal Mail Tracked 48 (within 3 working days)¹ - £2.19
- Royal Mail Tracked 24 (within 2 working days)¹ - £3.49
Orders under £40
- Royal Mail Tracked 48 (within 3 working days)¹ - £3.99
- Royal Mail Tracked 24 (within 2 working days)¹ - £6.49
¹Shipping times to remote postcode areas may vary and therefore not guaranteed. We reserve the right to choose an appropriate service for shipping to the following regions:
- Scotland, Scottish Highlands and Islands
- Northern Ireland
- Jersey
- Guernsey
- Isle of Man
- Isle of Scilly
²We will fully cover the costs of your order and shipping charges in the event of a courier loss.
USA - FREE with orders over $150
We offer the following shipping services using USPS (via Royal Mail) and DHL for USA orders:
- USPS (via Royal Mail International): Tracked & Insured (5-7 business days)¹ - FREE with orders over $150
- USPS (via Royal Mail International): Tracked & Insured (5-7 business days)¹ - $11.99 with orders up to $49.99
- USPS (via Royal Mail International): Tracked & Insured (5-7 business days)¹ - $5.99 with orders between $49.99-$149.99
- DHL Express International: Tracked & Insured² (up to 4 business days)¹ - $24.99
¹Shipping times to remote zip code areas may vary and therefore not guaranteed.
²We will fully cover the costs of your order and shipping charges in the event of a courier loss.
We reserve the right to cancel your order for a full refund in the event that it is uneconomical to ship to your address.
EUROPE
We do not currently ship to mainland Europe due to inflated import duties & shipping costs since the UK's exit from the EU. We are currently considering EU based distribution/stockists. Contact us to enquire.
Access our returns portal on the below link:
Returns
You have 30 days from the date of purchase to initiate a return for a full refund. The item/s must be in unused, original condition*
You can initiate a return using our returns portal.
Do I need to cover the return shipping cost?
It is the responsibility of the customer to cover any return shipping costs. If your return item is deemed to be faulty, or you have received an incorrect item, we will arrange for the return costs to be covered without hesitation.
We recommend that return parcels are sent via a tracked service and have sufficient insurance should they be lost in transit.
The goods remain the customers’ responsibility until they are received at our facility so please ensure they are packaged appropriately to avoid damage during transit.
We are not responsible for any items that are returned to us by mistake.
What type of refund can I expect?
Refunds are processed and issued to your original payment method within 7 working days of receiving your return. It may take up to 10 business days for the transaction to appear on your statement depending on your bank.
How much will the refund be?
Full Order Returns:
If the full order is returned the refund will cover each item amount including our shipping cost.
Partial Order Returns:
If a partial order is returned the refund will cover the value each item returned minus our shipping cost.
If your return item was part of a bundle deal or free gift promotion you will be refunded for the full order amount minus the full price of the retained item. I.e. you pay full price for the item/s you decide to keep.
International Order Returns: (Outside the UK)
As above, however the customer will receive a refund for the value of goods paid, minus the cost of any import fees. The cost of the initial shipping/import duties & taxes will not be refunded.
*Original Condition - If you want to try your item on at home, that’s fine! But if it isn’t suitable, it must be returned to us in immaculate condition, fit for re-sale with the original tags still attached and free from any defined odour (food smells, cigarettes, perfume, deodorant etc.)
Faulty goods
On rare occasions, manufacturing faults can and do occur.
If you think your product has suffered a manufacturing fault, please contact us at support@commiteq.com
Items damaged from excessive or long-term use are not considered faulty.
Exchanges
If you would like to exchange your item for a different size, please initiate a return using our returns portal and place a new order for the item in your desired size. As a small independent brand, our production runs are in limited quantities so placing a new order is the only way to secure your size. It also means we don't have to wait for your return before shipping out your size.
Access our returns portal on the below link:
Exchanges
If you would like to exchange your item for a different size, please initiate a return using our returns portal and place a new order for the item in your desired size. As a small independent brand, our production runs are in limited quantities so placing a new order is the only way to secure your size. It also means we don't have to wait for your return before shipping out your size.
Access our returns portal on the below link:
Size guides can be found on the individual product pages - all guides can be found here
If you'd like some real world examples, click the individual reviews at the bottom of each product page, some customers leave their height/body type to help other riders decide.
Most of our runs are limited and usually don't surpass 100 pieces in circulation but If we do plan to restock we'll list this estimated restock date in the product description, you can sign up for notifications on the product page using the 'GET STOCK ALERT' button.