Frequently Asked Questions

How much will it cost to ship my order?

Delivery fees are calculated during the checkout. Please refer to the table below for prices and delivery times.


How long will my order take to arrive?

You can calculate your delivery fee once you have added your items to your shopping cart. Please enter the destination country to see prices and delivery options.

Will I need to pay import duties?

When ordering goods outside of Hong Kong, you may be subject to import duties and taxes that are levied once the package reaches the country of destination. The New Norm will not be responsible for these additional charges.  


Can I track my order?

We will provide the tracking number from Hong Kong Post or SF express.


How do I check the status of my order?

You will receive two e-mails: one, when you order, is received and the other when your order has left our warehouse.

My order has not arrived, what should I do?

If you have not received your items please email

If your order is missing because you have provided an incorrect or invalid delivery address, you will be charged for redelivery.  


Can I return or exchange my order?

The New Norm does not currently offer returns or exchanges.  Please email  for more information

What can I do if my order is damaged or received the wrong item?

If your order is incorrect or damaged we will be happy to send you a replacement. Please email

Including photographs clearly showing the damage or incorrect item with the packaging it arrived in.


How do I stock New Norm in my retail or online shop?

You can order our wholesale packs directly through our website! Please send us an e-mail once you receive your copies of New Norm so we can update our stockists page. Alternatively, you can contact us at


Still have a question? Please get in touch at

We would be delighted to help with your enquiry.