Subscriber FAQ

Installation

How long will the installation take?

The installation time varies based on the size of the project. For detailed information regarding the timing kindly contact us at support@nornorm.com.

In how many weeks will I receive the furniture?

Our standard lead time is 8-12 weeks. If you have any particular requirements or deadlines, we will make every effort to accommodate them.

What time will you arrive?

Our installation team usually arrives at 08:00 on the initial installation date. However, for implementing change requests, we make an effort to consolidate deliveries to minimise our carbon footprint.

To accommodate this, we will notify you that our arrival window is between 08:00 and 16:00. Our installation team will give you a call one day in advance to confirm the exact timing.

Can we reschedule/postpone the installation date?

After the installation date is confirmed, we proceed to confirm it with our installation partner. If there are any construction delays or unforeseen circumstances, kindly inform us in advance. Please be aware that rescheduling may incur additional costs, as our installation team is already scheduled and booked for the confirmed date.

What happens now after the installation of my furniture solution?

To ensure you’re fully satisfied with your setup, we offer a Design Satisfaction Guarantee that can be used anytime within the first 8 weeks after installation. This guarantee allows you to request a single change to set your office up for success, so we recommend bundling any requests into one submission. After the initial 8 weeks, redesigning and planning services will remain free, while we will charge for delivery and installation.

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To manage your NORNORM subscription, we recommend you check out your subscription page. You can log in here. Your subscription page provides access to all relevant information, including your latest floor plans, your CO₂ savings achieved by subscribing to NORNORM, and much more. In case of any issues, you can also use the subscription page to reach out and request support.

Can I relocate my Phone Booth to a different room?

Absolutely! Our Phone booths are movable, but we recommend enlisting a professional moving team familiar with our products. To initiate the move, please contact our Support team and provide details about the relocation. Any information on the flow of the move is appreciated, helping us identify if disassembly is necessary. It's important to note that there will be a charge for the moving service. Our Support team is here to assist and ensure a smooth transition for your Phone booth.

Why are my desks not plugged in?

To get your office fully operational as soon as possible, please ensure that electricity is prepared for desks and meeting tables before we arrive at the site for implementation. Furniture that needs electricity is marked with a power plug in your design (only visible in the 2D view). You will need to connect all devices to a power socket and finalise the cable management on workstations after our implementation is complete. Note that cable management and plugging in desks are not included in our services.

Do you have recommendations for cable management?

Cable management is crucial for maintaining a tidy and organised workspace. While we don't provide this service directly, we have a list of trusted service providers that we can recommend for professional cable management solutions. Feel free to reach out to our Support team, and they'll be happy to provide you with these recommendations based on your specific needs.

Ensuring a clean and efficient cable setup contributes to the overall functionality and aesthetics of your office space.

Do you have suggestions on how to effectively use the cable tray?

For an organised workspace using our cable tray, follow these tips:

Bundle Cables: Group similar cables to prevent tangling and ease identification.

Labeling: Use tags for easy cable identification and troubleshooting.

Secure extra cable length with ties or clips for a cleaner appearance.

Separate Power and Data Cables: Avoid interference by keeping them separate within the tray.

Regular Maintenance: Periodically check and reorganise cables to adapt to setup changes.

Consider hiring a professional for efficient cable management. For specific recommendations, reach out to our Support team.

What is the delivery lead time for a Phone Booth?

The delivery lead time for our Phone Booth is currently estimated at 8 weeks. For more details about our Phone Booth, please check out our Phone booth page If you have any specific questions or need further assistance, feel free to reach out to our Support team. They are ready to provide additional information and support tailored to your needs.

Billing & Invoicing

Why does Subscription page show differently than my contract?

You have the flexibility to adjust your membership even after signing the contract. If, for instance, you need additional acoustic screens or whiteboards, you can easily incorporate them into your subscription by adding relevant add-ons.

What are the charges for changes after the design guarantee period?

All redesigning and planning services are free of charge; you only pay for delivery and installation. Our goal is to make NORNORM the most flexible furnishing solution available, and we believe this is a significant step towards achieving that. To ensure transparency, we will inform you of the delivery and installation costs upfront and always confirm these costs with you before processing your order.

If I remove specific products, will my subscription cost decrease?

No, your subscription cost will not decrease if you remove specific products. Our subscription model is not based on individual product items – rather, it is designed to provide a flexible furnishing solution. The subscription cost is determined by various factors and is not directly impacted by the removal of specific products as we base our subscription price on square metres.If you have any questions or need further clarification, feel free to reach out to our support team at support@nornorm.com.

Can you provide details on my invoice or specify it?

For detailed information on your invoice or specific details about each item, please refer to our Invoice explanation document.

Should you have any specific inquiries or require additional information concerning any line items, please don't hesitate to contact our billing department at invoices@nornorm.com.

Why did I receive a separate invoice for the start-up fee, and what does it entail?

Our start-up fee covers the set-up of your circular office from day one. This fee includes the costs associated with the delivery and installation of our products to ensure a seamless installation of your workspace.

What is the notice period for making changes or cancellations?

Your notice period is a considerate 6 (six) months, applicable to the entire Agreement, reducing the billable square metres, and items with additional fees. To initiate the termination process, notify NORNORM of termination via email at support@nornorm.com.

For more details and specific conditions, please refer to the terms & conditions available on our website.

Do you offer insurance?

While we don't offer insurance directly, we encourage customers to obtain and maintain their insurance during the Subscription Period. This ensures coverage for risks like loss, damage, or theft. The insurance value should meet or exceed the full replacement value of the Subscription Furniture (set at €300,00 per square metre). Please refer to the Agreement terms for more information, and if you have any questions, feel free to reach out to our Support team at support@nornorm.com.

I think I may have received a wrong invoice, can you help?

We apologise for any confusion regarding your invoice. If you believe there might be an error, please contact our billing department at invoices@nornorm.com.

We'll work together to ensure everything is clear and correct.

My invoice is missing some details (PO number) and I can't proceed with the payment until this is adjusted. What should I do?

To ensure everything is accurate, please contact our billing department at invoices@nornorm.com. They will make sure to update our system with the necessary details. We want your payment process to be hassle-free, and we're here to make sure everything is just right for you.

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NORNORM Circular Passport at Your Service – for Maximum Flexibility and Circularity

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Subscriber FAQ

Technical support

Oh no, we're sorry to hear that! Check all the functions of the desk chair by watching this video.

If that didn’t work out, reach out to our Support team at support@nornorm.com with details about your issue. They'll send you a short form with a few questions and may request an image to better understand the problem.

Our goal is to resolve your issue within 5-10 working days.

Before the replacement visit, attach an A4 paper to the malfunctioning chair, indicating the issue. This helps our installation team ensure a smooth and easy replacement or repair process

Sorry to hear that your BEAT desks are dysfunctioning. Learn how to reset your desk by watching this video or do the following:

- Check the power cable underneath the table and make sure that they are all firmly plugged in.- Unplug the power cable from the wall and plug it in after a moment.- Hold the "go down" button until it reaches its lowest position and keep holding for a couple of seconds.

Hopefully, these steps will reset your desks or remove any errors. If the problem seems not to be solved, please reach out to our Support team. Our goal is to resolve your issue within 5-10 working days.

Adjusting the James Mesh desk chair is easy! Watch this video for step-by-step guidance on how to customise and optimise your James Mesh for maximum comfort and support.

Troubleshooting

Kindly contact our support team at support@nornorm.com, and provide details about your problem. They will send you a short form with a few questions and may request an image to understand the issue better.

Furniture & Customisation

Absolutely! Reach out to our Support team at support@nornorm.com for the details you need. And while you're at it, check out your subscription page for more options and information about your circular subscription.

The link to access your design can be found on your subscription page, provided in the handover email. If you encounter any issues, feel free to reach out to our Support team for assistance.

Installation

The installation time varies based on the size of the project. For detailed information regarding the timing kindly contact us at support@nornorm.com.

Our standard lead time is 8-12 weeks. If you have any particular requirements or deadlines, we will make every effort to accommodate them.

Our installation team usually arrives at 08:00 on the initial installation date. However, for implementing change requests, we make an effort to consolidate deliveries to minimise our carbon footprint.

To accommodate this, we will notify you that our arrival window is between 08:00 and 16:00. Our installation team will give you a call one day in advance to confirm the exact timing.

Ensuring a clean and efficient cable setup contributes to the overall functionality and aesthetics of your office space.

For an organised workspace using our cable tray, follow these tips:

Bundle Cables: Group similar cables to prevent tangling and ease identification.

Labeling: Use tags for easy cable identification and troubleshooting.

Secure extra cable length with ties or clips for a cleaner appearance.

Separate Power and Data Cables: Avoid interference by keeping them separate within the tray.

Regular Maintenance: Periodically check and reorganise cables to adapt to setup changes.

Consider hiring a professional for efficient cable management. For specific recommendations, reach out to our Support team.

Design & Aesthetic Customisation

The plants in your drawing contribute to the overall aesthetics, although we don't supply them as part of our model. We highly recommend subscribing to a plant supplier for a vibrant and refreshing workspace. For suggestions or further assistance, contact our Support team – they're here to help!

Explore our Colours and Materials Book for inspiration and guidance on creating a stylish workspace.

While we don't provide accessories as part of our model, we can certainly recommend stylists. Additionally, check out our guidelines on accessorising your office for helpful tips and inspiration. Feel free to reach out to our Support team for more information and personalised recommendations.

While lamps are not included in our circular subscription, we see their importance in completing your office set-up. We are more than happy to offer guidance and connect you with our trusted partners to help you find the right lighting solutions.

Change of furniture

Upon your request, we'll work with our installation partner to schedule the pick-up. Please allow 2-4 weeks for coordination and confirmation of a date.

Certainly! Feel free to contact our support team at support@nornorm.com and request an on-site check-in. We will ensure that one of our Customer Success Managers (CSMs) visits your office to discuss your functional changes.

Billing & Invoicing

You have the flexibility to adjust your membership even after signing the contract. If, for instance, you need additional acoustic screens or whiteboards, you can easily incorporate them into your subscription by adding relevant add-ons.

For detailed information on your invoice or specific details about each item, please refer to our Invoice explanation document.

Should you have any specific inquiries or require additional information concerning any line items, please don't hesitate to contact our billing department at invoices@nornorm.com.

Our start-up fee covers the set-up of your circular office from day one. This fee includes the costs associated with the delivery and installation of our products to ensure a seamless installation of your workspace.

Your notice period is a considerate 6 (six) months, applicable to the entire Agreement, reducing the billable square metres, and items with additional fees. To initiate the termination process, notify NORNORM of termination via email at support@nornorm.com.

For more details and specific conditions, please refer to the terms & conditions available on our website.

We apologise for any confusion regarding your invoice. If you believe there might be an error, please contact our billing department at invoices@nornorm.com.

We'll work together to ensure everything is clear and correct.

To ensure everything is accurate, please contact our billing department at invoices@nornorm.com. They will make sure to update our system with the necessary details. We want your payment process to be hassle-free, and we're here to make sure everything is just right for you.

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- Check the power cable underneath the table and make sure that they are all firmly plugged in.
- Unplug the power cable from the wall and plug it in after a moment.
- Hold the "go down" button until it reaches its lowest position and keep holding for a couple of seconds.