RETURNS: Exchanges & Store Credit

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: 

•      (a) The item does not fit you (b) You are not satisfied with the quality (c)  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.

Eligibility for Exchange or Store Credit:

•  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.

FINAL SALE ITEMS

• Release Shoes - all release shoes are final sale on the release date, whether purchased online or in store. 
• Clearance, Sale, Promotional Items - Any items that have been reduced in price are final sale including: individually marked down items or items included in a promotion offering a percentage off. (eg. Promotion Items - any items included in a promotional sale, for example (but not limited to) “Black Friday’ or “BOGO”.)

Gift Cards once purchased are not eligible for a refund. Gift cards never expire, and can be used in store and online. 

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 to store credit policy for more information. Please note, all sale, promotional items, gift cards, and release shoes are final sale once the order is shipped. No exceptions.

Do I have to pay for my return shipping?

It is the customer’s responsibility to cover shipping costs for items they wish to return for store credit or exchange. 

NRML.ca will only cover the return shipping expense  if it is our mistake that you are sending back the item. 

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. 

Please do not send your purchase back to the manufacturer.

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

Store Credit: The moment it arrives at our returns department, upon inspection, the store credit will be processed. 

Exchange: 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.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a store credit refund, the cost of return shipping will be deducted from your store credit refund.

Please note, timelines vary to process refunds to store credit or exchanges, depending on the time it takes to reach our Ottawa headquarter from your location.. 

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 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. All online purchases cannot be returned/exchanged in-store.

Can I process a return In-store?

If the order meets our return policies we we would be able to issue in store credit and make exchanges at our store, this would mean you wouldn’t need to pay shipping for the exchanges.

EXEMPTIONS 

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gasses.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items
• Book with obvious signs of use
• CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
• Any item not in its original condition, is damaged or missing parts for reasons not due to our error
• Any item that is returned more than 30 days after delivery

Frequently Asked Questions

Do you ship World Wide?

Yes! NRML.ca does ship internationally however 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.

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 canceled. 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.

 

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, promotional items, gift cards, and release shoes are final sale once the order is shipped. No exceptions.

Cancellation requests may be subjected to up to 25% restocking fee at our discretion. This may include but not limited to bot transactions and organic transactions. 

Why was my order canceled?

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

In Store Pick Up Policy

• 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 judgment and are under no obligation to hold your item past the timeline indicated above

 

SHIPPING

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 typically processed within 2-5 business 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 next business day.

How will my order be shipped?

All orders are shipped via Fedex and Canada Post. For any specific carrier or urgency requests, please email us at support@nrml.ca. 

PLEASE NOTE:

During peak seasons such as holiday or during sales, expect longer order fulfillment timelines due to increased volume of orders. 

Please reach out to us if you have any questions about your order.

Lost Packages:

NRML will not accept or assume responsibility for lost packages once handed over to the carrier service. If your package has been marked as delivered by the carrier, but you cannot find your package, filing a claim with the carrier is the only resource available.

Once a claim is filed, an investigation by the carrier will take place. Please note that this may take up to 90 business days.

Once the investigation is complete, you may have more information on how to proceed. 

Additionally, if you suspect that you have fallen victim to "porch pirate" (stolen package after delivered), we recommend filing a police report with your local authorities.

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 (613) 562-2043.

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 automatically canceled. 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.