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Frequently Asked Questions


About Us

Contact Us






Does Normans have retail stores?

Yes, we have one retail store in Scarborough. Our main offices and warehouse are located in Billingham in the North East of England and customers can collect goods that they have purchased over the telephone, by Email or Fax and through our website from this location.

Learn more about our shops »

Do you sell genuine stationery brands?

Yes, Normans enjoys great relationships with major stationery and office supplies manufacturers and we only stock 100% genuine products.

Can I contact you over the phone?

Yes, we have a dedicated team of sales and customer services representatives to answer any queries you may have. During busy periods, we suggest that you contact us by email at We endeavour to respond to all email enquiries within 24 hours.

What email address should I use to contact you?

You can email any queries you have about your order or products on our website to or by filling in the message box on the Contact Us section of our website.  Our website team go through all customer emails and forward them to the relevant departments who will answer your queries directly back to you.

What is your postal address?

The address if you want to write to the website team or the buying department and where to send all website returns to is:

Normans of Billingham
Unit 5, Royce Avenue
Cowpen Industrial Estate 
TS23 4BX 

How long does delivery take and how much does it cost?

We use FedEx, Parcelforce and Royal Mail to deliver your goods.  Delivery charges are as follows:

·          UK Mainland (excluding highlands of Scotland) £6.50 (£5.53 ex vat) Delivered by FedEx

·          Northern Ireland, offshore isles and the Islands and highlands of Scotland £6.99 (£5.95 ex vat) Delivered by ParcelForce

·          Republic of Ireland £14.10 (£12.00 ex vat) Delivered by FedEx

·          The Channel Islands and Jersey will incur a £10.00 surcharge.

·          Orders under £10 will be delivered by Royal Mail where possible.

Stock items will usually be dispatched the same day of payment if ordered before 1pm however customers should expect to receive their items between 2 to 3 working days from the date of purchase. Delivery may take longer during busy periods.

We can offer free delivery to businesses in the North East of England but you are advised to contact Normans, by telephone or Email, prior to placing an order.

What packaging will my order be shipped in?

All of our products are adequately packaged by our warehouse staff and will either be sent in a padded envelope or a reused box with a VAT invoice which should be treated as a sales receipt.

Does Normans ship to Post Office boxes or Freight Forwarding addresses?

We are able to deliver some small stationery items to Post Office boxes however we do not deliver to forwarding addresses.

Do I need to sign for my order?

Our delivery services will require a signature on receipt of the parcel. Our carriers may attempt delivery at any time between the hours of 8.30am and 5.30pm. We therefore advise that you provide a shipping address where you or a representative can sign for delivery.

Can I change my shipping address after my order has been dispatched?

We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address for the specified delivery times.

Can I track my item?

If your order is over £10, we will be able to provide a tracking number for your parcel. Please Email Normans at for your parcel tracking number. Goods delivered by Royal Mail can not be tracked.

What if I am out when my item is delivered?

Don't worry. FedEx and Parcelforce will leave a card giving you the option to re-arrange collection or collect from one of their depots. They will re-attempt to deliver your parcel up to three times.

What payment methods does Normans accept?

Normans accepts major credit and debit cards including Visa, MasterCard, Maestro and Delta through our payment service provider Sage Pay. We also accept payment by PayPal and Google Checkout.

Do you take payment over the phone?

Yes, please contact our web sales team on 01642 564190 to pay for your order.

How do I change currency?

You can select which currency you view our products in by using clicking one of the currency options in the top right hand corner of our website site. You can choose between USD, EUR or GBP.

How do I make a purchase?


Once you have found an item, select a quantity and click ADD TO BASKET.

You can review your items in your shopping basket by clicking SHOPPING BASKET in the top right hand corner.

To remove items simply click REMOVE.

Lastly click GO TO CHECK OUT to complete your order and apply any relevant discount codes.

How do I exchange/return my item?

We want you to be fully satisfied every time you purchase goods from Normans but we understand that occasionally you may wish to return items. Below is our returns policy:

Under the distance Selling Regulations, you have the right to cancel an order within seven working days of purchase or within seven working days of receipt of the goods (whichever is the longer). This does not apply to items personalised or made to your specifications. Should you wish to cancel your purchase within seven working days, please contact us in writing, either by letter or by email. All items must be appropriately packaged and returned within 14 days, unused in their original packaging in a saleable condition and the tags still attached (if applicable), along with your sales invoice to:

Normans of Billingham
Unit 5 Royce Avenue
Cowpen Industrial Estate
TS23 4BX


In the unlikely event that you receive damaged goods, please notify us in writing (or by email) within 7 days of receipt and goods will be re-dispatched on return of faulty items.

Can I contact you if I need more information on your products?

Yes, our website team will be happy to help, drop them an email at

How do I know if an item is out of stock?

If an item is out of stock, the text ‘Available 2-3 days’ will appear under the ‘Add To Basket’ button. These items are still available for purchase and will be ordered from our supplier as soon as you have paid for your order.

If an item is discontinued but a product page still exists for it on our website, the ‘Add To Basket’ button will be greyed out and the ‘Product Reference’ will read ‘N/A’.

All items with the ‘In Stock’ icon are stored in our warehouse in Billingham. Orders for stock items will be dispatched immediately where we have the required quantity in stock.

Is it possible to order in an item for me?

On some occasions, we may be able to order in an item of stock for you. Please email for further information. This does not apply to sale items.

Does Normans have sales and special offers?

We have new sales every two months and we also sell our clearance stock on Amazon and Ebay. To be notified of any sales and in store/online promotions, sign up for the Normans newsletter so you don't miss out!

How do I sign up for the Normans newsletter?

Simply enter your email address in the box in the bottom right hand corner of any of our web pages and click join to sign up.