- Jump to:
- Most Frequently Asked Questions
- Stock / catalogue queries
- Vouchers / store credits
- Artist / label queries
- Accounts / privacy / security
Most Frequently Asked Questions
1. Where is my order? Why the delay?
Most likely we are waiting for an item you ordered to come into stock.
2. Can I add items to an existing order?
Usually. Simply click on the dropdown arrow next to any 'Add to cart' button and choose the 'Add to an existing order' option. However, at busier times (e.g. sales) this option is not always available.
3. Can I come and browse in person?
Not as such as there are no shelves to browse.
We always like visitors but it's much better for you to place an order online and then use our 'In-store collect' checkout option.
How quickly will you ship my order?
If all the items you order are in stock then we try to ship on the same day (Monday to Friday).
However, if your order contains items that we don't have in stock (e.g. pre-orders or 'not in stock' items that we have to order in especially) then we can only ship once we've received the items ourselves.
The time it takes to get pre-order or 'not in stock' items varies widely and is largely beyond our control. Please refer to the 'Shipping' information provided on each item's page for more details.
Can I get free shipping?
Yes, if you live in the UK and place an order over £50 through the shopping cart.
Please note, however, that your order will need to be dispatched in one go. If you place an order and then ask for it to be split into smaller orders then you will need to pay for each order that dips under the £50 threshold.
Something was missing from my order, will it come separately?
This is probably due to a packing mistake. Please contact us.
I think my order is lost in the post. What should I do?
First of all, please be patient. Our shipping provider (Royal Mail) doesn't even consider an item 'lost' until 15 working days after it was posted for UK addresses, and until 21 days from postage for non-UK addresses. They won't even speak to us about it before then.
Most of the time it's just a case of checking with your neighbours or with your local sorting office.
Very few things go permanently missing, but we are not responsible for lost parcels unless you opted for insured shipping, sorry.
The item I bought is damaged or faulty, what now?
Please refer to our No-fuss returns policy.
I received the wrong item.
Please refer to our No-fuss returns policy. Please do not open the item as this, legally, compromises your right to return it.
I bought something by mistake!
Please refer to our No-fuss returns policy. As long as you have not opened the item and you return it within 45 days we will offer either a refund or store credit, but you will need to pay all shipping costs.
Ordering / payment
Can I reserve an item without placing an immediate order for it?
No. We cannot under any circumstances put something aside for you unless you place an order for it.
Can I add items to an existing order?
Usually. Simply click on the dropdown arrow next to any 'Add to cart' button and choose the 'Add to an existing order' option. (At our busiest times this option is sometimes suspended.)
Can I come and collect items in person?
Of course - lots of people do! Place your order through the site as normal, using the 'In-store collect' option in the checkout.
What payment methods do you accept?
We accept most major credit / debit cards and Paypal. If you use our 'In-store collect' option you can pay cash too. We no longer accept cheques or postal orders unless you already have an arrangement with us.
Can I pay by Paypal?
Yes, just select the Paypal option in the checkout.
Can I place an order over the phone?
Yes, but it is much easier all round if you place an order through the site as this both saves us time and allows for better management/tracking of the order.
I have placed an unpaid order. How do I pay for it?
We will contact you when an unpaid order is ready to ship.
If you have a Norman Records acccount then you can pay for your order via your account (in the 'order history' section'.
Stock / catalogue
What genres do you stock?
We cover a wide range from indie and electronica to folk /alternative / experimental and everything in between.
Do you sell used records?
We still have a few used items in our catalogue, yes. These are marked on the item pages.
Do you buy used records / vinyl collections?
We no longer buy or trade used records, sorry.
Why do you stock some titles on vinyl but not CD?
We can't compete with stores like Amazon and Play, who buy CDs in enormous quantities.
But what if I want something on CD and not vinyl?
If you don't see it listed, just ask us and we will try to order it in for you as cheaply as possible.
Why do prices go up on some titles after a week or two?
We get special deals on certain pre-orders so if you want to guarantee getting something cheaply please be quick!
Why can't I buy more than one copy of some items?
Because it's not fair on others when people buy multiple copies of limited releases.
Gift vouchers / store credits
Can I buy a Norman Records gift voucher?
Yes, we offer ready-printed, print-your-own or email vouchers.
I have a voucher to spend. How do I use it?
Simply enter the voucher code in the checkout.
I have a several vouchers to spend. Can I use them all at once?
Yes, our checkout lets you enter multiple vouchers.
My voucher code doesn't seem to be working. What do I do now?
Usually this is caused by the voucher code being restricted to a particular email address. Please contact us for assistance.
My voucher code has expired. Can I still use it?
Once your voucher code has passed its expiry date then it cannot be redeemed, sorry. Gift vouchers and store credits expire 36 months after issue. All other vouchers expire 2 months after issue.
Info for artists and labels
Will you stock my band/label's releases?
Possibly. Please email email@example.com to discuss. These days we generally only stock new/unknown artists on a 'sale or return' basis.
What does 'sale or return' mean?
We will list your items on the site (and in our email marketing, etc.), pay you what we owe only when they sell, and return any that don't sell back to you.
How long do you keep sale or return items?
Five years maximum, due to limited storage space.
How do I get paid?
Upon request. Please keep a record of everything you send us, and get in touch when you want to organise a payment.
Accounts, security and privacy
Why should I bother opening an account?
Many reasons, including:
- Repeat ordering becomes much easier.
- You get a record of previous orders.
- You can set up a wishlist.
- You can set up stock alerts.
- You can start collecting NormanPoints.
How secure is my information?
All personal information is collected over secure https and stored safely. Our site is audited regularly by a professional security firm (Netcraft). Read our full security policy.
What information do you store?
The only personal information you have to store is your name, email address, and a password. It's your choice after that, except that you cannot store card numbers / security codes.
Question not answered?
Ask us: firstname.lastname@example.org or (+44) 0113 245 4399.