Support and FAQs


We sincerely hope that you have a great experience buying from The Normal Store. However we know that you may have some questions throughout the process. Please see below the most common questions we get:


Where is my order?

This is one we get asked a lot – in the first instance please take a look at the guide here. You can also track your order here. 


Something is missing from the order

Sorry about that! This happens very rarely but in the case of one of our team missing something whilst packing please just reach out to us at and we can get this sorted for you.


How do I cancel my order?

If for some reason you decide you need to cancel an order, please reach out to us at . If we get this email within 24 hours and the order hasn’t shipped, we should be able to cancel your order and process a refund. Once your order has been shipped it is unfortunately too late to cancel your order.


Return policy

Our return policy lasts until 30 days after the item is marked as delivered. If you are unhappy with your order or you have received a faulty item, please reach out to us at  and we will be able to assist you. 

For any items being returned to us, you will be expected to cover the cost of shipping the item to us. We do recommend you use a trackable service as we do not take responsibility for orders being returned to us.


Customs charges

All our orders are subject to customs charges, depending on the country you are shipping them to. We recommend you check your countries policy on this prior to ordering. Usually a note will be posted through your door advising you of this charge, and your item will not be delivered or be available for collection until the charge has been paid. We are not able to refund any customs charges.


Contact us

If we still haven't managed to answer your question please feel free to contact us and we'll get back to you as soon as possible. 



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