Help

-----

Upon confirmation by the bank of acceptance of the Buyer’s payment, Norm shall process the order insofar as stocks last. Orders are delivered to the delivery address provided by the Buyer when ordering on the Site. 

Delivery of orders is handled by DPD, DHL, GLS or by the Belgian Post. Delivery times are likely to vary depending on the time of the Buyer’s order and the destination of the parcel. As Norm has no control over such times, the payment of any penalties or compensation to the Buyer by Norm shall not be accepted on such grounds. Conversely, the Buyer is entitled to cancel his/her order according to the terms laid down in Article 2–b of these GTCS. 

If, in spite of everything, it proves impossible to complete delivery or should you refuse to accept said delivery, the parcel shall be returned to Norm. The products ordered shall be reimbursed (by crediting the debit/credit card used during the order) within twenty-five (25) days at the latest of return of the parcel to Norm. 

If the parcel reaches the Buyer damaged or open, the Buyer must refuse to accept delivery by the deliveryman, pointing out the damage noted and filing a claim with him for the anomaly. All parcel deliveries accepted by the Buyer shall be deemed free of defects imputable to delivery. 

-----

Customs and import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

Unfortunately, we have no control over these charges, and cannot tell you what the cost might be, as customs policies and import duties vary widely from country to country. It might be a good idea to contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting.

The customer must take full liability for any parcels returned to us due to unpaid customs charges. Postal charges, return shipment costs, customs charges and handling fees will all be deductible from any refund due.

Customs clearance, if applicable (outside the EU), is operated by DHL / DPD / GLS before the physical arrival of the goods. 

-----

The postal service will email you on the day of delivery. Should you be unavailable to sign for the parcel you can select, depending on your location, from a number of options including, collection from Depot, leave in a safe place, deliver with a neighbour.  If they attempt delivery and you are not available they will leave a card detailing how to proceed with regard to re-delivery or collection. They will usually re-attempt delivery up to 3 times before returning your parcel to us.

-----

We ship to Europe and to the rest of the world with Bpost, DPD or DHL. The indicated delivery time for the different regions is as follow:

·       Belgium : 1-2 working days 

·       Europe: 3-4 working days 

·       North America: 5-7 working days 

The delivery time is based on Norm’s (1) handling time, the (2) shipping service, and when Norm receives (3) cleared payment. It is possible that the indicated time above may vary depending of those elements.

-----

We use Bpost or Urbikes to send all of our Belgium orders.

Depending on the country you are located we use DPD, DHL, GLS or the local post for International orders.

We reserve the right to use discretion in circumstances where it makes more sense to use an alternative delivery method.

-----

You will receive a dispatch confirmation email once your order has been shipped. This email will also contain your tracking information.

-----

If you are not fully happy with the goods you have received, you can return them to us within 100 days of receipt, providing they are in original resalable condition.

Once returned you will be entitled to receive an exchange or a refund, which will not include the cost of the original postage and packaging. We are not able to refund or exchange items that appear to have been worn, washed, or are not in original condition.

Free Returns in the European Union

We offer FREE returns from the European Union. Please contact our Customer Services team to proceed with the return.

Please ensure you enclose a completed returns form with your order. Ensure your return is well packaged, and meets all the conditions outlined at the bottom of this page. Packages returned to us via Bpost can take up to 5 working days to arrive back to us so please be patient.

Worldwide Returns

Returns from outside the European Union are at your own expense. Please contact our Customer Services team if you have any questions

Please ensure you enclose a completed returns form with your order.Ensure your return is well packaged, and meets all the conditions outlined at the bottom of this page.Packages returned to us via Bpost can take up to 5 working days to arrive back to us so please be patient.

Returns Terms and Guidelines

·  All returned items must be unworn, unwashed, complete with original tags and/or packaging if applicable.

·  We are not responsible for the return shipping costs of the items.

·  All Items must be in original, resalable condition.

·  Please make sure all returned items are well packaged, so as not to be damaged in the post.

·  Please make sure all return packages are sent with a trackable, insured service.We cannot take responsibility for items damaged or lost in the return transit.

·  If returned an item from outside the European Union, please clearly mark the package 'RETURNED GOODS', to avoid any customs charges.

·  Norm is NOT responsible for any return custom charges made.

·  Please make sure that the returns form is enclosed with your goods, no form may result in your return not being processed.

·  Please refer to our Terms and Conditions for further information on returns.

-----

We aim to process returns within 7-10 working days of receiving them. As long as the returned items meet our refund criteria, your refund will be with you 24-48 hours after your return is processed, depending on your card issuer.

-----

We aim to process returns within 5-10 working days of receiving them. Once your return has been processed, and provided we have the exchange items in stock, you should receive them within 3 working days. The overall expected time for an exchange can be up to 7 days upon receipt of the item.

-----

Our Address is :

The New Norm Company

Rue des Francs 54

1040 Etterbeek

Belgium

Returns are free in the European Union but at your own expense for the rest of the World. 

If you need help with your return, please contact our customer service at hello@norm.shoes

-----

We aim to process returns within 5-10 working days of receiving them. You will be notified by email once the return is complete.

We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.

Should you have any queries about your return, please feel free to contact our Customer Services team.

-----

We take payments in Euros (€) 

Please note: some banks may charge you an International Transaction Fee.

-----

Unless you choose Klarna as a payment method, The full cost of the order will be charged as soon as it is placed.

-----

You can use any of the cards listed below to pay for your order:

·  MasterCard

·  Visa

·  American Express

·  PayPal

·  Apple Pay

·  Bancontact

·  iDeal

You can also pay in multiple time with Klarna

-----

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.

-----

We recommend to clean your sneakers with natural soap, warm water and a soft brush. You can occasionally wash them in a washing machine for 15 minutes at low temperature (30°C) but we recommend to limit this practice to preserve the quality of your sneakers.