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, send us an email at support@nrml.ca or call us at +1 (613) 562-2043.

In-store sneaker releases are made available for purchase online on a case-by-case basis. All new releases have a one-per-customer policy. Any additional orders will be automatically cancelled. All online sneaker releases will be announced via NRML's Instagram, Facebook and online newsletter. Limited stock may cause high profile releases to be sold in-store only.

All shoes found on our site are based on the US size chart. 
For more details please refer to the chart below:

• Stussy Brand Products 
• Release Shoes and Apparel on release day. (All Release Shoes are Final Sale)

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 your location, we will promptly contact you. Some products cannot be shipped to certain locations due to licensure laws.

Orders are typically processed within 2-5 day period once the order has been made. We only ship out orders on weekdays; if you place an order after store hours or during the weekend, it will be shipped out the first following business day. 

PLEASE NOTE:

• During holiday season or sale season, orders will take longer than usual as there will be a larger the usual order volume.
• In the case of any anticipated releases and holidays, it may take longer than usual to process your order.
• During holiday season or sale season, orders will take longer the usual as there will be a larger the usual order volume.

Please reach out to us if you have any questions about your order. support@nrml.ca 

• FREE Same Day Delivery with Trexity, for local orders only.
• Only eligible on Orders with minimum value of  $175 before tax

• FREE “GROUND SHIPPING” Ontario & Quebec via “UPS or CANADA POST”
• Only eligible on Orders with a minimum value of  $175 before tax, however some exceptions apply, see below. 
• This offer is not eligible for “bulk” orders. 
• Free Shipping will be automatically applied at checkout.
• This offer cannot be combined with any other shipping promotions or discounts.
• This offer cannot be applied to previous purchases. 
• NRML has the right to discontinue or update “Free Ground Shipping” within Ontario & Quebec.
• EXPRESS Shipping Available at a Cost 

Alberta, British Columbia, Manitoba, New Brunswick, Newfoundland and Labrador, Nova Scotia, Prince Edward Island, Saskatchewan

• $15 FLAT RATE “GROUND SHIPPING” via “UPS or CANADA POST ”
• Only eligible on Orders with a minimum value of  $175 before tax, however some exceptions apply, see below. 
• This offer is not eligible for “bulk” orders. 
• This offer cannot be combined with any other shipping promotions or discounts.
• This offer cannot be applied to previous purchases. 
• NRML has the right to discontinue or update “$15 FLAT RATE GROUND SHIPPING”
• EXPRESS Shipping Available at a Cost 

• At this time NRML does not offer FREE or a  FLAT shipping rate to YUKON,  NUNAVUT, or NORTHWEST TERRITORIES
• Shipping will be calculated at time of purchase based on your location. 
• GROUND & EXPRESS Shipping is available at a cost. 

• Options provided at checkout
• Via Canada Post, Fedex, UPS, & Trexity

• At this time NRML does not offer FREE or a FLAT shipping rate to the UNITED STATES or INTERNATIONAL Locations
• Shipping will be calculated at time of purchase based on your location. 
• GROUND & EXPRESS Shipping is available at a cost. 

Consecutive orders and orders placed by proxy server often indicate bot activity, and can be subject to a 10% restocking fee. 

Additionally, any cancelled orders can be subject to a 10% restocking fee at NRML's discretion.

Please be sure you are happy with your order and have reviewed all policies, prior to completing your purchase.
10% restocking fee includes, but is not limited to:

• Bot Transactions
• Organic Transactions
• Shoe release transactions
• Bulk Orders 
• Single item orders 
• And more

Customers wishing to cancel orders should email support@nrml.ca immediately. If the product has already been shipped to the customer, the order cannot be cancelled, please see the exchange and return policy for more information. Please note, all sale and promotional items are final sale once the order is shipped.

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

• We will keep your order for a maximum of three months from the date your order was first marked "ready for pick up".
• You will receive three reminder emails at: (a) one month (b) two months (c) three months
• After the third reminder, you will have seven days as your last chance to pick up your order and / or contact us about your order. 
• On the eighth day we will automatically refund your order and the item will be restocked. 
• We reserve the right to use our best judgement and are under no obligation to hold your item past the timeline indicated above

If you wish to return an item, please contact us first. All online purchases cannot be returned/exchanged in-store.

It is absolutely important to us that you are completely satisfied with your purchase, which is why we offer STORE CREDIT or EXCHANGE ONLY within 30 days of the ship date, in cases where: 

1. The item does not fit you
2. You are not satisfied with the quality
3. You have simply changed your mind 

We DO NOT offer refunds to the original method of payment; we ONLY offer Store Credit or Exchange. 

• Exchanges or Store Credit will only be issued within 30 days of the initial ship date, upon inspection by NRML associate. 
• Final Sale:  sale and clearance items, release shoes, promotional items are considered final sale and not eligible for exchange or store credit.
• GIFTS: Items purchased as a gift are only eligible for store credit or exchange;  refunds are not permitted. If Store Credit is approved, an E-Gift Card with the amount will be sent to the purchaser via email.

• We require a receipt or proof of purchase.
• Product must be in original condition unworn and unwashed,  with original tags and packaging.
• A NRML team member will inspect the product to determine eligibility for exchange or store credit.We will send you an email to notify you that we have received your item, and confirm approval at that time.
• Restocking fees may apply for certain items at the discretion of NRML Team. 
•  Please note, once your order has shipped we cannot cancel your order: Regular Price items once shipped are now eligible for exchange or store credit only, and all sale, promotional, and release shoe items are final sale once the order has shipped. 
• Our policy lasts 30 days. If 30 days have gone by since your purchase shipped, unfortunately we can not offer you a refund or exchange.

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 the return expenses. Please note, all sale and promotional items are final sale once the order is shipped. Re-stocking fees may apply for certain items. NRML does not offer refunds, but upon inspection, will gladly provide you with a store credit. NRML will not accept or assume responsibility for lost or damaged packages being returned, so it is strongly recommended that any returns be made through a reliable courier, with a tracking number or traceable system.

The moment it arrives to our return department, the store credit will be processed. For any item exchanges, the customer is responsible for all shipping expenses. Before the exchange is processed, the customer can expect an invoice for the shipping fee sent by us. Once the payment is received, a new tracking number will be made and the exchange will be processed.

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

If you received the wrong item or size, please call us at +1 (613) 562-2043 or email us at support@nrml.ca. It is important that you contact us before returning the item, so that we can assist you with a return slip and shipping fees.

If you do not contact us, you are responsible for all return shipping charges. Please have your order number available and ready. If you do not know your order number, please refer to your order confirmation email.

Guide Package Protection protects your order against loss, damage, theft, and more. In just a couple of clicks, you'll receive a refund or replacement for approved claims. To cover your order, make sure Guide Package protection is checked before you place your order at checkout. 

If you opt out of Guide Package Protection then NRML is not liable for lost, damaged, or stolen items.

If you’ve purchased package protection and need to make a claim, head here to File a Claim.

Guide Package Protection will be available to add once you reach Checkout. Once it is added, it will appear at checkout as a product before your order is placed.

Guide Package Protection covers lost, damaged, stolen packages.

You have the option of a refund or replacement of your order.

The cost of Guide Package Protection depends on the total value of your order.

If your parcel hasn't had an updated tracking scan in 5 days, it’s considered lost in transit, and you can make a claim.

File a claim as normal here and Guide will go ahead and process your claim.

30 – 45 days depending on the claim type. This is from the date you placed your order.

NRML oftens has sought after sneaker shoe releases with limited quantities, to keep things fair, they are often released via a Raffle Format.

Details about specific sneaker releases can be found: On our Release Radar Page, Features Page, and Instagram Feed.

• Follow @nrml on Instagram
• Like & Share to your story | "Shoe Release" Post 
• Tag three friends in the comments
• Fill out the raffle form located on our features page (and also linked in our Instagram Bio when raffle is announced)

1. Winners will be contacted via Instagram Direct Message from @nrml and be sent an invoice to purchase the desired raffle item. (Winners will only be contacted from our official Instagram account @nrml) 
2. Winners must complete their purchase by 5pm on the day the invoice is received, if not you will lose your chance to purchase, and a new winner will be chosen.
3. Invoices must be completed by the person who has won the raffle. Therefore all contact information must match between the raffle form, shipping and billing information. 

Note: Free Shipping does not apply to Release Shoes and Apparel on release day. 

All Release Shoes are Final Sale.

SHOP & ADD ITEMS TO YOUR CART

• When ready, click checkout

CHOOSE SEZZLE or KLARNA at CHECKOUT

• A debit or credit card is required 
• Choose Sezzle or Klarna as your payment option
• You must be 18 years of age or older
• You must be able to receive text messages to US or Canadian Number 

LOGIN OR CREATE AN ACCOUNT

• In order to finish your transaction, you will need to login or create an account via KLARNA or SEZZLE site
• Once your account is created you can use it anytime with multiple vendors

COMPLETE YOUR PURCHASE

• Your payment will be broken down into “4 Installments, to be paid every two weeks”
• The first of four payment is due immediately at the time of purchase
• The remaining three payments will be automatically deducted every two weeks, via your selected payment option.

Yes, we do. We accept payments using, Sezzle, Klarna, and Afterpay

for more information, please refer to our payment plan guide here