Frequently Asked Questions

MOST ASKED

Can I cancel my order?

Customers wishing to cancel orders should email support@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 sale and promotional items are final sale once the order is shipped. No exceptions.

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 the item, 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.

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

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

Orders are usually processed within a 48-hour 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. 

Due to an influx of orders during the holiday season, it may take longer than usual to process your order.

Will these shoes be releasing online?

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 cancelled. All online sneaker releases will be announced via NRML's InstagramFacebook and online newsletter. 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 support@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 sale and promotional items are final sale once the order 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 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.

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 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.

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

If you received the wrong item or size, please call us at 1-866-613-1566 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 log in to your account to find the number in your order history or refer to your order confirmation email.

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, send us an email at support@nrml.ca 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 new releases have a one-per-customer policy. Any additional orders will be cancelled. All online sneaker releases will be announced via NRML's InstagramFacebook and online newsletter. 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 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 sale and promotional items are final sale. To conduct a return, please contact us through our contact form or email us at support@nrml.ca with your order number and name of item(s) you wish to return.

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 your location, we will promptly contact you. Some products cannot 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 confirmation email with your tracking information. It may take up to 24 hours for the tracking number to become visible on Canada Post’s website. 

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. 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. 

Due to an influx of orders during the holiday season, it may take longer than usual to process your order.

How will my order be shipped?

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