Shipping Area and Cost
The following areas have free delivery for order of an e-bike or accessory with value no less than €100:
1, Countries and regions within the Europe Union
3, The United Kingdom
For deliveries outside the above mentioned three areas, we will contact you before shipping to inform you about the additional shipping expenses, also you may send e-mail to us: firstname.lastname@example.org for inquiry.
For deliveries outside the EU, import charges, customs duties, and public charges may apply in the country of destination, these costs are to be borne by the customer.
Delivery Time and Logistics Partner
Our warehouse is located in the Netherlands, all products we sell in Europe are delivered from this warehouse. Our logistics partner are UPS, DHL and other premium logistics service providers.
For products in-stock, the delivery will start within 2 working days upon receiving your order, unless otherwise specified on the product page. It normally takes another 3-7 working days for the products to arrive within the Europe Union, Switzerland and the United Kingdom. To summarize, from the moment you place the order, it typically takes 5-9 working days for the products to be delivered. It may take longer time to other areas, we will update the estimated delivery time by e-mail.
For products out of stock, the delivery time depends on the global supply chain, as our components are from countries around the world, but anyhow, we will inform you about the estimated date of their availability, you may write to us to double check before you place the order.
Change of Shipping Address
Before shipping - Free of charge.
After shipping - €20 will be charged when the items are in transit (We can't guarantee the address will be successfully changed due to the complicated situations. If it can't be done, we will refund the €20 to you.).
Delivered - Address cannot be changed if the package has already been delivered successfully.
Claim for Transport Damages
Please inform us of any transport damages immediately. If the parcel looks as though it is damaged upon arrival, please open it while the delivery person/carrier waits and ask for a written confirmation of the damage. Failure to note damages or to open the parcel while the delivery person/carrier waits does not affect your statutory warranty rights.
Claim for Package Lost
If you did not receive the package after the tracking status shows it has been delivered, please contact us within three business days or contact the corresponding logistics company directly to start a claim. We will conduct the investigation, search with the related partners and keep you up to date on the progress. Normally, we don't accept package lost claims three working days after the delivery date.
Return within 14 Days
After your e-bike has been delivered, you can start a return process within 14 days of delivery. You will need the proofs of purchase and receipt with date information, and make sure the items are in the same conditions that you received it, including the package, as the package is specially designed for the delivery.
To start the return process, you will need write an e-mail stating your decision of return to email@example.com for the confirmation. With the confirmation done, our customer service will give the instructions for the return, we recommend UPS and DHL as the post service provider.
Return cost, we will bear the express cost based on our appointed logistic suppliers. You may have to pay for the return delivery in advance, we will reimburse you for the cost once we have received the products back.
Return out of 14 Days
Normally we do not accept the return out of 14 days of delivery, but your shopping experience with Comate is vital to us.
If for any reasons, you change your mind and plan to return it to us after 14 days of the receipt, we still keep the door open for you. Please write to our service team about your experience of the purchased products and the reasons for the return, we will evaluate and communicate with you about the costs and returning process.