Frequently Asked Questions

TOP FREQUENTLY ASKED QUESTIONS

Can I cancel my order?

Customers wishing to cancel orders should email sales@nrml.ca immediately. If the product has already been shipped to the customer, please see the exchange and return policy for more information. Please note, all sales items are final sale once the product is shipped.

Do I have to pay for my return shipping?

NRML.ca will cover the return shipping expense for you if it is our mistake that you are returning the item. If something doesn’t fit, or you simply don’t like we will gladly accept your return if it is unworn and unwashed within a 30 day period from the initial shipping date. The customer will be responsible for these expenses.

Do you ship World Wide?

Yes! NRML.ca does ship internationally and to the United States, but there are some locations we are unable to ship to. If we are unable to ship to that location we will promptly contact you. Some products can not be shipped to certain locations due to licensure laws.

How long will it take for my order to be shipped?

Orders are processed within a 48 hour period once the order has been made. Nrml.ca is closed on the weekends; if you place an order then it will be shipped out the first following open business day. 

Will these shoes be releasing online?

Orders are processed within a 48 hour period once the order has been made. Nrml.ca is closed on the weekends; if you place an order then it will be shipped out the first following open business day. 

Will these shoes be releasing online?

In-store sneaker releases are made available for purchase online on a case by case basis. All online sneaker releases will be announced via NRML's Facebook Fan Page and Twitter. Limited stock may cause high profile releases to be sold in-store only.


ORDERING

Can I cancel my order?

Customers wishing to cancel orders should email sales@nrml.ca immediately. If the product has already been shipped to the customer, please see the exchange and return policy for more information. Please note, all sales items are final sale once the product is shipped.

Why was my order cancelled?

Orders can be cancelled for several reasons. If an order is canceled for any reason, NRML.ca will contact you through email.


RETURNS

Do I have to pay for my return shipping?

NRML.ca will cover the return shipping expense for you if it is our mistake that you are returning the item. If something doesn’t fit, or you simply don’t like we will gladly accept your return if it is unworn and unwashed within a 30 day period from the initial shipping date. The customer will be responsible for these expenses.

How long does it take for my return to be processed?

Returns are normally processed within a 24 hour time period from the moment it arrives to our return department.

I received a damaged item, what do I do?

Please send an email to support@nrml.ca letting us know what the issue is with the damaged goods and attach a photo of the described damage. Once an email has been submitted, customer service will email you with further instructions. NRML will not accept or assume responsibility for lost or damaged packages once handed over to the postal service.

What do I do if I receive the wrong product or size?

If you received the wrong item or size, please call or email us at support@nrml.ca. It is important that you contact us before returning the item, so that we may assist you with return shipping fees. If you do not contact us, you are responsible for all return shipping charges. Before you call, please have your order number available. If you do not know your order number, please log into your account to find the number in your order history.

What's the return address?

If you wish to return an item, please contact us first. Once a return is approved then you can ship the package to the following address: NRML Clothing 184 Rideau St. Ottawa, ON K1N 5X6


GENERAL QUESTIONS

Are the shoe sizes on the site in US sizes?

Yes, all shoes found on our site are based on the US size chart. 

Can I place an item on hold?

Holds for an item are permitted on a case by case basis. However, there are restrictions that do apply. It is important that the customer must contact the Online Customer Service prior to anything being put on hold. You can reach us through our contact form here or call us at 1-866-613-1566.

Will these shoes be releasing online?

In-store sneaker releases are made available for purchase online on a case by case basis. All online sneaker releases will be announced via NRML's Facebook Fan Page and Twitter. Limited stock may cause high profile releases to be sold in-store only.


SHIPPING

Can I return an item?

We want you to be fully satisfied with your purchase. If you are not satisfied with an item you purchased, you may return the item within 30 days of delivery for a full refund of the purchase price in a store credit, minus the shipping, handling or other additional charges. The item must be unworn, undamaged and accompanied by the original receipt in order to be eligible for a return. All sales items are declared final sale. To conduct a return please contact us through our contact form and make sure you know your order number.

Do you ship World Wide?

Yes! NRML.ca does ship internationally and to the United States, but there are some locations we are unable to ship to. If we are unable to ship to that location we will promptly contact you. Some products can not be shipped to certain locations due to licensure laws.

How can I track my order once it has shipped?

Once your order is shipped out from nrml.ca we will send you a shipment email with your tracking information. It may take up to 24 hours for that information to become visible on Canada Post’s website. 

How long will it take for my order to be shipped?

Orders are processed within a 24 hour period once the order has been made. Nrml.ca is closed on the weekends; if you place an order then it will be shipped out the first following open business day.

How will my order be shipped?

All orders are shipped out using Canada Post. We offer several different shipping options, which will determine how long it will take for your order to be delivered.