Support
Help center for Norma's peer-to-peer running‑shoe marketplace
Overview
How Norma works as a peer-to-peer marketplace
Norma is a peer‑to‑peer marketplace that connects runners to buy, sell, and rent performance running shoes directly with each other. We provide the platform for discovery and connection—all transactions (payments, shipping, returns) are arranged directly between users.
What Norma provides
- In-app messaging to connect with other runners
- Optional Strava verification for added credibility
- Community guidelines and safety recommendations
- Support for questions about using the platform
Peer-to-peer transactions
Buyer and Seller Guides
Tips for successful peer-to-peer transactions
Finding shoes
Arranging payment
Payment is arranged directly with the seller. We recommend using secure methods like PayPal (Goods & Services), bank transfer, or cash for local pickup. Agree on price and payment method before meeting or shipping.
Receiving your shoes
Coordinate with the seller for local pickup or shipping. For local exchanges, meet in public places during daylight. For shipped items, request tracked shipping and confirm the tracking number.
If something goes wrong
All returns and refunds are arranged directly with the seller. Before purchasing, clarify the seller's return policy. If you have concerns about authenticity or condition, raise them with the seller via messaging. For serious issues like fraud, contact local authorities.
Transactions & Payments
How peer-to-peer payments work
Norma is a discovery and connection platform. We do not process payments, collect fees, or hold funds in escrow. All financial transactions happen directly between users.
Recommended payment methods
- PayPal (Goods & Services): Offers some buyer protection for a small fee.
- Bank transfer: Direct and fee-free for UK payments.
- Cash: Simple for local pickup—inspect the shoes before paying.
What to avoid
- Requests for unusual payment methods or gift cards.
- Pressure to pay before seeing photos or details.
- Deals that seem too good to be true.
Returns and refunds
Any returns or refunds are arranged directly between buyer and seller. Before purchasing, clarify the seller's policy on returns. Norma cannot compel refunds or mediate payment disputes.
Meeting & Shipping
Safe ways to exchange shoes
Local pickup tips
- Meet in public places during daylight (coffee shops, parkrun events, shopping centres).
- Bring a friend if you're uncomfortable meeting alone.
- Inspect the shoes before completing payment.
- Confirm the exchange in your Norma messages for your records.
Shipping tips
- Use tracked shipping services (Royal Mail Tracked, Evri, DPD, etc.).
- Share the tracking number via Norma messages.
- Package shoes securely to prevent damage.
- Consider insurance for high-value items.
If a shipped package goes missing, contact the carrier directly. Norma cannot investigate or file claims on your behalf.
Rentals
Short-term shoe borrowing between runners
Rentals allow runners to try shoes for a race or training block without buying. Like sales, rentals are peer-to-peer arrangements between users.
For renters
- Agree on rental duration, fee, and deposit before the exchange.
- Take photos of the shoes when you receive them.
- Return shoes in the same condition (allowing for agreed use).
For lenders
- Clearly state rental terms in your listing (duration, fee, deposit).
- Document the shoe condition with photos before handoff.
- Consider a security deposit for protection against damage.
Norma does not enforce rental agreements, collect deposits, or track return dates. All arrangements are between the renter and lender.
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
Community guidelines and staying safe
Listing rules
- No replicas or counterfeit items. Listings must use original photos taken by the seller.
- Only list items you own and have in your possession.
- Be honest about condition, mileage, and any defects.
Communication guidelines
- Keep communication respectful and on-topic.
- Spam, harassment, or abusive messages are prohibited.
- Don't share personal contact info publicly—use direct messages.
Strava verification
Optional Strava verification adds a credibility signal by showing you're an active runner. It does not reveal your private activity data to other users.
Violations of community guidelines may result in listing removal or account restrictions. Report suspicious activity to hello@itisnorma.com.
Messaging
Communicating with other users
Best practices
- Keep communication in Messages so you have a record of agreements.
- Ask questions about condition, fit, and shipping before committing.
- Share photos and specifics to avoid misunderstandings.
- Confirm meetup details and payment arrangements in writing.
Resolving issues
If you have a problem with a transaction, start by messaging the other party directly. Most issues can be resolved through honest communication. Norma does not provide formal dispute resolution or mediation services—all arrangements are between users.
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 your account settings 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
How to reach us
For questions about using the platform, account issues, or to report suspicious activity, email us at hello@itisnorma.com.
- General inquiries: we aim to respond within 24–48 hours.
- Account access issues: prioritized response.
Note: Norma cannot intervene in disputes between users or investigate payment/delivery issues—these are arranged directly between buyers and sellers.
Policies & Legal
Platform rules and legal information
Terms & Conditions
Rules for using the platform, user accounts, listings, and community standards.
Privacy Policy
How we collect, use, and protect your personal data. Your rights under UK GDPR.
Key rules summary
- Prohibited items: Counterfeit/replica shoes and stolen goods are banned.
- Peer-to-peer: All transactions are between users. Norma is not a party to sales or rentals.
- Data privacy: We respect your choices and minimize data collection. You can request deletion.
- Local laws: Comply with your local tax and consumer regulations when selling.
For the complete legal terms, please review our Terms & Conditions and Privacy Policy.