FAQ
Terms, Policies, Legal notice, and Contact Information
ORDERS
I made a mistake. Can I change my order?
We cannot change the size or color of a product, we can only change the quantity of a product to be lower or completely remove something from your order. Please email us asap at support@cestnormal.co. You usually only have a few minutes to make these changes so we cannot guarantee that they can be done. Changes are only confirmed when we have emailed you a response confirming so.
Can I cancel my order?
Maybe. But you must be fast! Once our warehouse has started packing your products it is impossible to cancel your order. If it has already shipped, you can receive the products and send them back or you can not accept the package at delivery.
Either way, you will be refunded for the products, but you will not get paid back the original shipping fee.
If you choose to not accept the package, you’ll be charged a handling fee of either 25 EUR, 250 SEK, 250 NOK, 30 USD or 20 GBP - depending on which currency you paid with.
Send us an email immediately to cancel your order at: support@cestnormal.co.
I have a question about my order status.
Absolutely! Email us at support@cestnormal.co and we’ll be happy to help!
The item I'd like to order is out of stock, can I pre-order it?
We don't usually do pre-orders, but we recommend adding your email in the out of stock section, so you'll receive an email as soon as it’s back in stock.
Pre-order items will be advertised as and when they become available.
PAYMENTS
How can I use a discount code?
To apply your discount code, please go to the checkout page and add your code in the section under the cart total.
I need an invoice or receipt. How do I get it?
Email support@cestnormal.co with your order number and we will send you an invoice asap.
I paid for my order, but didn't receive a confirmation email. What to do?
Please check your spam or junk folders for the email confirmation. If you still haven’t received it, please email us at support@cestnormal.co
PRODUCTS
Which size should I choose?
Please check the size guides of each product for information regarding the sizes. If you have more questions, reach out to support@cestnormal.co.
Where are your products made?
We’re committed to using suppliers with the highest quality materials and best work ethics. Currently, our clothing and accessories are mainly produced in Portugal, Turkey and Vietnam. Details on where particular items are made can be found on the product pages, in the description.
I'm not satisfied with my order. What can I do?
Email support@cestnormal.co as soon as you can, we’d love to help find a solution for you.
I was charged duties tax even though I’ve already paid for the delivery. Is this normal?
Certain countries apply taxes on imported products, which are decided by your local authorities. We are not able to refund, amend or predict these fees.
Countries that currently have to pay duties and taxes are:
Australia: When spending approx $600 or more
Canada: On orders of all amounts
Israel: When spending approx $75 or more
Japan: When spending approx $90 or more
Mexico: When spending approx $50 or more
Monaco: When spending approx €150 or more
New Zealand: On orders of all amounts
Singapore: When spending approx $300 or more
South Africa: On orders of all amounts
Switzerland: On orders of all amounts
UAE: When spending approx $270 or more
USA: When spending approx $800 or more
RETURNS & EXCHANGES
How do I return my order and get a refund?
We have a 30-day return policy, which means if you don't love something you can send it back to us within 30 days of ordering it. Register your return here to download your shipping label, which will be deducted from your refund once it has been processed.
All returned items must be unused and sent back in their original packaging so they can be resold. If you are returning sneakers, they must be in a bag or a box to protect the sneaker box.
You'll be refunded as soon as your package is accepted by our returns department. It can then take up to 5 working days for the money to reach your original payment method.
My item is too big/small, can I exchange it for another?
Yes! We offer free exchanges on the same product. Register your exchange here to download your shipping label, and re-order the size/color that you would like.
Refund Policy
I returned my item, but haven’t received a refund yet.
It can take up to 7 working days for our team to process returns once they have been received at our warehouse.
If you used one of our provided shipping labels, you can check the tracking number for its progress to see where it is and an estimated arrival date.
If you didn't use one of our labels, you will need to contact the courier or postal service that you sent it with for an update.
Can I return items from two separate orders in one package?
Yes. You will need to register both returns on our website, but only select the shipping label on one of them. You can then include both orders and both return receipts inside the same package.
How much do returns cost?
Sweden: 50 SEK
Norway: 99 NOK
Europe: 9.99€
USA/Canada/Mexico: $9.99
UK: £9.99
Rest of World: $29.99
SHIPPING INFORMATION
Where is my order?
Your tracking link will be emailed to you as soon as your order is shipped. If you still have a question about your order, please send an email to support@cestnormal.co.
Can I change my delivery method?
The delivery method and/or courier cannot be changed once an order has been placed.
I will not be home at the time of delivery. What can I do?
Depending on your chosen courier, you will need to contact them directly to re-arrange delivery asap. Unfortunately, we cannot make these changes for you.
SHIPPING ZONES
Depending on the country you are in, delivery costs and times, terms and the free delivery threshold may vary. You can view the details below:
Where do you ship to?
We currently ship to:
Australia, Austria, Belgium, Bulgaria, Canada, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hong Kong, Hungary, Iceland, Ireland, Israel, Italy, Japan, Latvia, Lithuania, Luxembourg, Malta, Mexico, Monaco, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Singapore, Slovakia, Slovenia, South Africa, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom, and United States.
Sweden
STANDARD SHIPPING:
- Delivery method: Bring Pick Up and Bring Home Delivery
- Shipping cost: 50 SEK
- Delivery times: 1-2 working days (plus 24-48 hours for the order to be processed)
No extra costs: All duties, customs and taxes are included.
Norway
STANDARD SHIPPING:
- Delivery method: Bring Pick Up
- Shipping cost: 99 NOK
- Delivery times: 1-4 working days (plus 24-48 hours for the order to be processed)
EXPRESS SHIPPING:
- Delivery method: UPS
- Shipping cost: 199 NOK
- Delivery times: 1-3 working days (plus 24-48 hours for the order to be processed)
No extra costs: All duties, customs and taxes are included.
Europe (excl. Sweden, Norway and Iceland)
STANDARD SHIPPING:
- Delivery method: UPS
- Shipping cost: 9,99€
- Delivery times: 3-5 working days (plus 24-48 hours for the order to be processed)
EXPRESS SHIPPING:
- Delivery method: UPS
- Shipping cost: 29,99€
- Delivery times: Shipping: 1-2 working days (plus 24-48 hours for the order to be processed)
*Cyprus and Malta - Express Shipping only
No extra costs: All duties, customs and taxes are included.
United Kingdom
STANDARD SHIPPING:
- Delivery method: UPS
- Shipping cost: £9.99
- Delivery times: 3-6 working days (plus 24-48 hours for the order to be processed)
Free standard shipping on orders over £300.
EXPRESS SHIPPING:
- Delivery method: UPS
- Shipping cost: £29.99
- Delivery times: Shipping: 1-3 working days (plus 24-48 hours for the order to be processed)
Free standard shipping on orders over £400.
No extra costs: All duties, customs and taxes are included.
United States, Canada & Mexico
STANDARD SHIPPING:
- Delivery method: UPS
- Shipping cost: $9,99
- Delivery times: 4-7 working days (plus 24-48 hours for the order to be processed)
Free standard shipping on orders over $300.
EXPRESS SHIPPING:
- Delivery method: UPS
- Shipping cost: 29.99
- Delivery times: 1-3 working days (plus 24-48 hours for the order to be processed)
Free express shipping on orders over $400.
Income taxes/duties may be due on orders over 50 USD (including shipping).
Rest of World (incl. Iceland)
STANDARD SHIPPING:
- Delivery method: UPS
- Shipping cost: 29,99€
- Delivery times: 5-7 working days (plus 24-48 hours for the order to be processed)
EXPRESS SHIPPING:
- Delivery method: UPS
- Shipping cost: 45€
- Delivery times: 3-5 working days (plus 24-48 hours for the order to be processed)
New Zealand - Express Shipping: 79€
Income taxes/duties may be due on orders over your local authorities thresholds. Information is available at checkout.