Subscriber FAQ

Learn how to get the most out of your NORNORM furniture subscription.

Technical support

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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.

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Sorry to hear that your BEAT desks are dysfunctioning. Could you please try the following "reset code"?

- 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.

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

Troubleshooting

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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.

We aim to resolve your concern within 5-10 working days. Before the replacement visit, kindly attach an A4 paper to the malfunctioning item. This will help our installation team ensure a smooth and easy replacement or repair process.

Once the Product passport has launched:

Scan the QR code on the issue item and report the details of your issue through our web app.

We aim to resolve your issue within 5-10 working days. Before the replacement visit, kindly attach an A4 paper to the malfunctioning item. This will help our installation team ensure a smooth and easy replacement or repair process.

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We understand that wear and tear are part of the unique journey your furniture takes. Imperfections, like scratches, are not just blemishes but historical imprints that contribute to the character of your piece. They play a vital role in our circular model, promoting sustainability by reducing waste and conserving resources. Embracing these imperfections is a beautiful way to participate in creating a more sustainable future. If you'd like to explore more about wear and tear and how it adds character to your furniture, check out our Wear & Tear Book. While we don't offer repair services, we encourage you to appreciate the story your piece tells through its marks.

Furniture and Customization

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Our design team works with product sets, setting us apart from traditional furniture platforms. Instead of browsing through a static catalogue, our design team crafts tailored solutions based on your company's needs. We then implement these solutions using available products in our circulation. This approach benefits you by providing personalized solutions and contributes to the planet's well-being.

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During your check-in, specify functional changes, and we'll update the 3D design accordingly. Note that we handle functional, not stylistic changes—swapping functions or adjusting sets to meet needs. Color changes are considered stylistic and aren't eco-friendly; We've curated colors and materials that serve as a solid foundation. Interested in accessorizing your office? Check out the attached book for inspiration!

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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.

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Great observation! Our website showcases a curated selection for look and feel, tailored to your unique needs. However, not everything may be readily available in our circulation. To explore options for adapting your office to your needs, please contact our support team at support@nonorm.com and schedule a check-in with one of our colleagues. They'll guide you through the process and ensure you get the perfect sets that accommodate your needs.

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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

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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.

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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.

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To manage your NORNORM subscription, we recommend you check out your subscription page. Your link can be found in the handover e-mail. 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.

What’s next? NORNORM is the most flexible furnishing solution available, as it allows you to make functional changes to your furnishing whenever needed. To ensure that you have enough time to settle into your new office, we will reach out to you in approximately 3 months. This check-in will serve as an opportunity to hear your valuable feedback on your experience so far and discuss any change needs you may have. As part of our Design Guarantee, the first change you request will be provided free of charge. For any subsequent changes, our redesigning and planning services will remain for free, while we will charge for delivery and installation.

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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.

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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.

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Cable management is crucial for maintaining a tidy and organized 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.

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For an organized 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 reorganize cables to adapt to setup changes.

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

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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.

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After the 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.

Design and Aesthetic Customization

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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!

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

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

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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

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We've got you covered! If you have any requests for changes or need assistance, our support team is here to help. Simply reach out to them via email at support@nornorm.com, and they'll be more than happy to assist you. Your satisfaction is our top priority, and our support team is always ready to ensure you have the best experience with NORNORM.

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Please note that we have introduced unlimited flexibility, allowing you to request functional changes at any time. This means you now have the freedom to make adjustments to your NORNORM furniture solution whenever you want. While we will continue to reach out to you regularly to discuss your needs, feel free to initiate changes as often as you like by reaching out to our support team at support@nornorm.com.

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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.

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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 and Invoicing

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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.

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All redesigning and planning services are free of charge, we only charge 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 provide transparency, we estimate these costs using our flexible calculation tool, which takes into account delivery and installation time. We will always confirm these costs with you before processing your order, ensuring clarity and satisfaction.

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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.

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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.

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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.

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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.

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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.

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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.

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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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