Support
Help center for Norma’s running‑shoe marketplace (buyers and sellers)
Overview
How Norma works and what support covers
Norma is a peer‑to‑peer marketplace for performance running shoes. Buyers discover shoes and transact with sellers. Norma provides the platform, payments, policies, and trust/safety systems. Optional Strava verification adds credibility by indicating a user’s running activity.
Key ideas
- Clear returns/refunds workflow and timelines.
- Seller tools for fees, payouts, shipping, KYC, and dispute handling.
- Safety and anti‑counterfeit rules designed for footwear.
Buyer and Seller Guides
Dedicated flows for each side of the marketplace
Getting started
Payments
Pay securely in‑app. Your payment is protected until the order is delivered as described. See Buyer Protection.
Delivery
Sellers ship with tracking or coordinate safe local pickup. See Shipping & Delivery.
Returns & issues
Most sales are final unless the item is significantly not as described, counterfeit, or never arrives. Start within 48 hours of delivery. See Returns & Refunds.
Buyer Protection
When you’re covered and how to file a claim
- Item not received: covered if there is no valid delivery proof.
- Significantly not as described: material differences from photos/description, hidden damage, wrong size/model.
- Counterfeit or replica products: strictly prohibited; fully refundable if verified.
Start a claim within 48 hours of delivery in your order detail. Provide clear photos and a concise description. We typically resolve within 7–10 days, depending on seller response and carrier investigation.
Returns & Refunds
Timelines, eligibility, and process
Fees, Payments & Payouts
Transparency on costs and getting paid
Buyer fees
Any service or processing fee will be shown at checkout before you pay.
Seller fees
Listing flow shows an estimated fee before you publish. Final fees appear in order details. We do not charge for unsold listings.
Payouts
Payouts are released after confirmed delivery or successful handoff and any open disputes are resolved. Identity verification may be required by our payments provider for compliance. Processing times vary by bank.
Shipping & Delivery
Tracked shipping and safe local pickup
- Ship within 3 business days unless otherwise stated in the listing.
- Provide a valid tracking number. Package securely to protect the shoes.
- For local pickup, meet in public locations during daylight and confirm the exchange in‑app.
- If the carrier marks delivered but you cannot locate the package, contact the carrier and start an in‑app report immediately.
Rentals
Pilot program for short‑term use
Rentals are in limited beta. Availability may vary. Typical terms include start/end dates, security deposit or hold, late return rules, and damage assessment based on pre/post photos. See Rent for current options.
Size & Fit
Make confident choices across size systems
- Confirm the size system (US/UK/EU/CM) in the listing. Ask sellers to include the size tag photo.
- Consider brand‑specific fit. If in doubt, message the seller about toe box width and heel fit.
- For orthotics or thick socks, consider sizing up 0.5 if you are on the edge.
Condition Grading
Consistent language for wear and tear
- New/Like New: Tried on only; outsole pristine; no visible wear.
- Lightly Used: Minimal outsole wear; no midsole creasing; upper clean.
- Used: Noticeable outsole wear; mild midsole compression; minor scuffs.
- Heavily Used: Significant outsole wear; midsole compression; cosmetic defects. Accurately price and disclose.
Always include photos of outsole, midsole, insole, size tag, and any defects. Note approximate mileage if known.
Trust, Safety & Anti‑Counterfeit
Rules and signals that protect the community
- No replicas or counterfeit items. Listings must use original photos taken by the seller.
- We may request additional photos or proof of purchase. Refusal may lead to cancellation and/or account review.
- Suspicious activity, spam, or harassment in messages is prohibited and may result in restrictions.
- Optional Strava verification adds a credibility signal; it does not reveal your private activity data.
Messaging & Disputes
Use in‑app chat for clarity; escalate when needed
Best practices
- Keep communication in Messages so details are on record.
- Share photos and specifics. Avoid off‑platform payment requests.
Starting a dispute
Open a case from your order page within 48 hours of delivery. Provide photos and a concise summary. Sellers should respond within 48 hours. Most cases resolve within 7–10 days.
Account & Privacy
Managing your profile, consent, and data
Strava Verification
Scopes, revocation, retention, and troubleshooting
What we access & why
- Scopes: read, profile:read_all; activity:read (activity:read_all only if you opt in for private‑activity verification).
- Purpose: compute a simple “Verified runner” badge from your recent mileage and (optionally) shoe mileage from Strava gear.
- Public display: only the badge. Numeric mileage and activity details are visible only to you.
Connect / Disconnect
- Connect from the Strava Demo page and follow the OAuth flow.
- Disconnect any time from the same page. We also call Strava’s deauthorization API to revoke tokens.
- You can additionally revoke access in your Strava account settings: strava.com/settings/apps.
Data retention
- We cache derived verification aggregates for up to seven (7) days.
- On disconnect or upon request, we delete Strava tokens and related verification data.
Troubleshooting
- 403 “limit of connected athletes exceeded”: your Strava app sandbox cap has been reached. Try again later or request a quota increase.
- If the badge does not update after connecting, refresh the page or retry in 1–2 minutes while our cache updates.
- Still stuck? Email hello@itisnorma.com with your Norma email and Strava athlete id.
Contact & SLAs
How to reach us and expected timelines
- General inquiries: first response within 24 hours on weekdays (48 hours on weekends).
- Account access/payment issues: prioritized within 12–24 hours.
- Disputes/claims: seller response expected within 48 hours; typical resolution 7–10 days.
Policies & Legal
Summary of key platform rules
- Prohibited items: counterfeit/replicas and stolen goods are banned.
- Data privacy: we respect your choices and minimize data collection. You can request deletion.
- Payments compliance: identity verification and transaction monitoring may be required by our provider.
- Local laws: comply with your local tax and consumer regulations when selling.
This page summarizes how we operate. If a policy is updated, the version shown during checkout or listing will control for that transaction.