FAQ

Tineli

Who is Tineli?

Tim and Sandy Vincent founded Tineli. From New Zealand, they built a company that focuses on making the finest collection of cycling clothing for casual road cycling and mountain biking group rides to even triathlon.

Where are you based?

Our head office is in Nelson, New Zealand. We have dealers all over Australia and New Zealand to suit the needs of our customers and our custom sales staff is based in Australia, New Zealand and even the UK.

What do you offer?

We offer beautiful cycling clothing that not only turns heads, but it performs. Here at Tineli, we not only use expert designers to make you look great, but we also have the latest technology to give you the edge you need. We make clothing for men, women, and kids, and they all come with a wide assortment of unique features.

What is the quality like?

Our performance cycling clothing has years of experience built into it, and we pride ourselves on its functionality, performance, and the use of the latest technology.

What is your pricing?

In our standard collection, we offer high-end clothing at fair, honest pricing, the way it should be. For our custom clothing, we have a pricing structure that breaks down what you want and the quantity to give you the best price on your purchase.

Where is your factory?

Our garments are designed by us but created in Asia. We work with excellent factories with years of experience and make a perfect product for you to enjoy.

What are your markets?

We may not have our own stores right now, but we have dealers worldwide to make sure that we can cater to anyone no matter where you are in the world.

Why should I pick Tineli over other manufacturers?

We make an excellent product at a very affordable cost. We have excellent customer service and are experts when it comes to cycling clothing.

Collection

Do you have a retail range?

Yes, we have a retail range. In that collection, we have products for men, women and kids and we specialize in clothing for road cycling, mountain biking and triathlon.

What retail products are available?

You will be able to find jerseys, shorts, jackets, vests, tights, skinsuits and many accessories. We can cater to many disciplines and provide everything you need to cover you from head to toe.

Do you have a female-specific range?

It’s vital that the fit is perfect when it comes to cycling clothing. For it to be perfect, we have to tailor it for men and women separately. We have an excellent women's range that women have designed.  

Do you have products for children?

Yes, we have products for kids and unlike many suppliers, we put the same amount of time and effort into designing clothing for kids as we do for adults.

What sizes are available?

Depending on the product, we offer from as small as kid's sizes all the way up to multiple XL sizes. More information can be found on the product pages.

What size am I?

Sizing when it comes to cycling clothing can massively differ, and because of this, we created a size guide to make sure you get the right fit for you. If you are still unsure after reading it, order two sizes and return the one which does not fit.

What are the shipping options?

We ship globally, and depending on where you are, we can offer a faster shipping service and free delivery if you order over a certain amount.

How can I pay?

We take debit cards, credit cards, and even PayPal.

Can you let me know when an item is back in stock?

Of course, if we haven’t got the stock, drop us a message and we will let you know as soon as it’s back in so you can order if still required.

Can I return an item?

Yes, of course, we offer a 45 day returns policy which gives you plenty of time. There are no refunds or exchanges on sale items unless faulty.

Custom

What is custom clothing?

Custom clothing is garments made by us in your design, in individual sizes, and comes with optional adjustment options. Excellent if you're looking for something a cut above the rest.

What custom products are available?

Unlike other brands, we offer custom clothing for men, women, and kids. From head to toes for road cycling, mountain biking and triathlon. Also, specific products for running, casual and corporates are available.

What is the Pro fit?

Pro fit is developed and tested by top-end race teams to give you a skin-tight aero cut and an advantage over your competition.

What is the Race fit?

Race fit is our range which is for club cyclists and is focused on not just giving you a race aero fit but also the right comfort level for social rides.

What is the Sport fit?

The sport fit is our most relaxed fit and made for all day long comfort and those long distance rides.

What adjustments can I make with the clothing?

Unlike many brands, we offer an incredible custom service. If you have longer arms or body length, we can adjust for that. Want your bib shorts longer? We can do that. Even the chamois can be changed and you can add individual race names, numbers, and media pockets.

What colours are available?

We use an expert sublimation process for printing, using Pantone Solid Coated colours, Q Farben colours and a specialist set of fluorescent colours. We also have a selected range of solid lycra colours for the non-printed parts of our bibs and shorts.

Can I add logos and graphics?

Yes, of course, you can send us what you need to be added, and we will print it on your clothing for you.

Can I match the colours of my kit to my logos?

Yes, if you have specific brand colours, we are able to bring that into your logos to ensure your design looks the best it can be.

Can I add individual names and numbers?

Yes, we have jerseys that you can print names and numbers on. This is great for visibility when doing a ride or a race.

What are the minimums?

The minimum order is 10 of any garment type or 5 for winter jackets, skinsuits, and tri suits. When reordering custom kit, you only need to reorder 10 of an item to keep the same price break as your original order.

If you want to order less, we have a small surcharge. For 5 to 9 items per line, a 10% surcharge applies. For 1 to 4, it's 30%.

How much does custom clothing cost?

When it comes to custom clothing, the more you order, the cheaper the price will be per garment. This is excellent for teams and clubs, and the more you equip yourself, the less you spend on each product.

How much is the design fee?

Unlike many brands, we offer a design service. For a small amount, we'll incorporate your ideas, colours, and logos and create you an original design plus a couple of variations. We'll also do the first set of changes if required and then apply the design to all the different garments in your order.

In total, you will get about two hours of graphic design work. If you want to invest more time and money into creating the perfect design, then we are happy to work with you. Work done beyond the package is charged at a standard rate per hour.

What does your pricing include?

We think it is unfair to charge extra fees if they are a necessary part of your order - so we don't add these fees. There's no setup fee, no shipping fee for bulk delivery. Our custom prices include delivery to your door. Through our Tineli Team Store, we can give the option to pack and ship each individual's order straight to them. We do charge for that handling and postage. Unlike many suppliers, we have no import duty and no extra charges for using more colours.

What about payment?

Once you confirm the order and the 50% deposit is received, we'll begin production. The other 50% will be due right before delivery. If you manage a team, you definitely will love the Tineli Team Store to manage the collation of individual members and their payments by debit card, credit card, or PayPal.

What is the lead time?

Once you have signed off the design, it takes approximately eight weeks until you get your order.

How do I get started?

Every customer is unique, so we offer a personal service where you can speak to us so we can advise the best process for you. However, a good start is to check out our products and come up with a design and numbers of what you would like to get. If you need any help in the meantime, feel free to contact us.

How do I get my artwork to you?

We can send you a template for you to edit, or you can send us some ideas plus a brief of what you would like to get. Simply contact our personal sales for more assistance.

What file format should I submit my logos in?

Logos should be supplied in vector format so we can resize them without losing quality. Vector format logos will be a file type such as .eps, .ai, or .pdf (although non-vector graphics can be saved in those formats).

File types such as .gif, .jpg, .tif, or .png aren't vector graphics and generally aren't suitable and could compromise the printing of your design. We'll always help you to find the correct formats, but if you can't, we will have to redraw them, and a charge of standard rate per hour will apply.

How do I know the resolution of my logos and whether it is suitable?

The best format to supply logos to us is as a vector file, which is independent of resolution and will give you the best outcome for your custom clothing.

How realistic are the colours on my screen?

Screen colours aren't always accurate - what you see may not be what you get. The same file can look different on two separate devices. It's best to use a Pantone guide or Q Farben chart to match your colours to ensure successful output. CMYK or RGB colours do not always print successfully, and can't be guaranteed.

What is the Tineli Team Store?

The Tineli Team Store makes team managers lives easy by automating the collation of individual members orders, details, and payments. The team manager will set a deadline when all orders must be confirmed and paid. When that deadline passes, we'll stop taking orders and start production of the whole group order.

What are the shipping options?

We ship globally. You have two options when it comes to custom orders. We can ship them all to one place for free or individually, with shipping fees charged for that handling and postage.

Can I return an item?

Custom clothing cannot be returned as it is made to order just for you. It's vital to get sizes right the first time. Contact us, and we can send sizing samples before you place your order.

Can I reorder an existing design?

When reordering a custom kit, you only need to reorder 10 of an item to keep the same price break as your original order. This is really helpful if you've placed a more significant initial order and some things are selling out. Don't wait until you're ready for another big order. Just top up the items you need now in runs of 10 per style at the original bulk rate. You can even reorder less for a surcharge. For 5 to 9 items per line, a 10% surcharge applies. For 1 to 4, it's 30%.

Sizing

What size am I?

Sizing when it comes to cycling clothing can massively differ, and because of this, we created a size guide to make sure you get the right fit for you. If you are still unsure after reading it, order two sizes and return the one which does not fit.

Where can I try your clothing?

For collection, simply visit your local dealer or if you shop online and are unsure, just order two and return one. For custom, we offer free samples to try on to make sure you have the correct fit before you order.

Do you have samples for custom?

Yes, we offer free samples to try on, please feel free to contact us, and we can organize sending some out for you.

How consistent are your sizes?

Our sizes are very consistent, but if you are unsure, feel free to order test garments from us to try. 

I have a product from another brand. Can you help me to find the right size for Tineli?

We know our competitor's products and can help find your correct size. Let us know what you have and what you are looking for, and we will find out for you.

Shipping

Where do you ship to?

We ship globally.

What are the delivery methods?

We ship by courier, and you can pick up at one of our locations, or simply visit a dealer.

How much is the shipping fee?

It depends on the country. We offer free shipping above a certain amount. Some countries have a fast and cheaper slower shipping options.

How long is the delivery time?

Often, orders are delivered overnight. It all depends on when you place the order and the delivery address. 

Where is my order?

You get an email with the tracking code when we ship it. Simply click on the link and find your shipping. This is standard with all our orders.

Returns

I am not happy with an item. Can I return a collection item?

If you're not 100% satisfied with your purchase of Tineli stock clothing for any reason, simply return the product within 45 days, and we'll exchange it or give you a full refund of the purchase price. Sale items we cannot refund or exchange unless faulty.

I ordered the wrong size. What can I do?

If you ordered an item and want to exchange it for another size or style, there are two ways to handle the exchange.

  1. The fastest method is to go ahead and place an order for the size you want and return the one you don't want. We'll refund the purchase amount back to your credit card when the product is received.
  2. Return the goods to us with a note about the item you want, and we'll ship it out when received. There may be an additional shipping charge that you'll need to pay when we send the second item.

Can I return a worn or washed item?

Goods must be returned in as-new condition. They must not have been worn or washed and must have original labels intact.

Can I return my custom clothing?

Custom clothing cannot be returned as it is made to order just for you. It's vital to get sizes right the first time, so contact us, and we can send sizing samples before you place your order.

How do I return my order?

Simply contact us to find the most straightforward process for you or return it to one of our locations.

Where do I have to return it to?

Simply return it to one of our locations.

When will I receive my refund?

We'll refund the purchase amount back to your credit card, debit card, or PayPal when the product is received and has been checked.

Contact

Where can I buy your clothing?

Our standard collection can be bought on our website or from one of our dealers. Custom clothing has to be purchased from us directly. Our sales staff is happy to provide you with more information.

Where are your offices?

Our head office is in Nelson, New Zealand. We have dealers all over Australia and New Zealand to suit the needs of our customers, and our custom sales staff is based in Australia, New Zealand, and even the UK.

How can I contact you?

You can send us a message, call us or use the chat on our website. Whatever is most convenient for you.

My country doesn't have representatives. What can I do?

Customers outside of any country with a representative are managed directly from our head office. You can send us a message, call us, or use the chat on our website.

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