Refund Policy
Free Germany Shipping above 50€ Free EU Shipping above 250€
Payment and dispatch
The following terms and conditions apply:
Dispatch conditions
The products are delivered all over the world.
Dispatch costs (inclusive of legally applicable VAT)
Domestic deliveries (Germany):
GERMANY
Standard (1-2 days): €5.00
Deliveries to foreign countries:
EUROPEAN UNION
Standard (3–5 days): €15.00
EUROPE (NON-EU)
Standard (3–7 days): €20.00
WORLDWIDE
Standard (4–10 days): €35.00
We deliver to most countries where DHL is available. We are unable to ship to P.O. boxes or military addresses.
Please note that depending on your order and country, you will be liable to pay local taxes and duties on receipt of your order, for which NormalNormal cannot accept liability.
Delivery periods
Unless otherwise specified in the quote, domestic delivery of goods shall be made (Germany) within 1-2 days, for deliveries abroad within 4-10 days from conclusion of contract (if advance payment agreed from the date of the payment instruction).
Delivery time includes order preparation and shipping. Deliveries are not prepared on weekends and German public holidays, and not delivered on Sundays and other holidays.
If you have ordered articles with different delivery dates, we send the articles together in one delivery if no other agreement has been made. The delivery date for the complete order will be the same as that of the article with the longest delivery time.
Our Standard Return Policy
We are happy to issue a refund for any unused item that is returned in its original condition and packaging (excluding sale items).
Within 14 days for Germany orders
Within 21 days for EU and Non-EU Europe orders
Within 30 days for International orders
The return is at your own risk and expense. In the event of an exchange, we cover the costs of delivering the new item.
Unfortunately, we cannot offer you a refund after the days stated above.
Return Eligibility
To be eligible for a return, your item must be unused and in the exact condition that you received it, including the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please attach either an invoice or a copy of your purchase order email confirmation with your returned goods.
*Please do not send your purchase back to the manufacturer or to the MÍN Design Agency & Distributor without prior email notification.
Returning an Item
When returning an item, please retain any proof of postage from your shipper. We will not be responsible for any item that is lost or damaged in transit. If you are returning any fragile items such as ceramics and glassware, please ensure that it is well packaged using sufficient bubble wrap to prevent any damages during transit and ensure its safe journey. If you are shipping an item that is worth over €75, please consider using a trackable shipping service or purchase shipping insurance. We do not guarantee that we will receive your returned item and we cannot accept returned items with any damages incurred in transit. Please claim this directly with your return shipping courier. Please also note that all shipping and handling fees cannot be returned.
Please send us an email regarding your return to hi@normalnormal.de, quoting your name and order number. Our customer services team will assist you with any returns information.
Please ship all return items to the following address:
Normalnormal c/o MÍN design agency
Christburger Str. 19
10405 Berlin Germany
Refund Procedure
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, your refund will be processed and a credit will automatically be applied to your credit or debit card or original method of payment within 3 to 5 working days.
Delivery Delays
Please note that occasional delays may incur due to stock allocation. Should any delays be incurred outside the
standard dispatch time, we will notify you via email.
Failure to Receive Your Delivery
For online orders shipped via courier service, two delivery attempts will be made in case the recipient is not present at the destination. In case of failure to receive your order, the order will be returned to us and a return delivery charge will be incurred and deducted from your issued refund. Please note that the original postage fee cannot be refunded.
Please track and monitor your delivery closely via the tracking number in your dispatch confirmation email. In case of failure of delivery, please contact us directly to resolve any delivery issues using the tracking number listed in your email. We are not responsible for any failed delivery attempts by us.
Taxes & Duties
Local taxes and duties are included in your order in all EU country.
Damaged & Defective Etc.
To report any damages or defective product, please send us an email at hi@normalnormal.de with relevant information and photos attached within 7 working days upon delivery.
Report a Shipping Damage
If your order is damaged during delivery, please keep all shipping boxes and packing materials as evidence for shipping damage claim. Please kindly email us with photos of the following listed evidence and our customer services team will get in touch with you.
Shipping Damage Claim Evidence
- Photos of the damaged product
- Photos of the shipping packaging & wrapping inside the carton
Report a Defective Item
If you believe that the item(s) you have received is defective, please kindly send relevant information with photos or videos attached to show the defective parts. After we receive your defective claim, we will review your claim and provide a solution by email.
We reserve the right to reduce a refund to reflect the loss of value for any damages caused by the customer as a result of unnecessary handling.
*Please do not send the defective items back to Normalnormal. We kindly ask you to hold on to your item until you have received instructions from our customer services team with regards to your defective claim.
*Please note that we will not cover any postage charge if the damaged or defective item(s) is sent back to us before you submit a claim via email to hi@normalnormal.de.