FAQ
This page answers frequently asked questions about NRC Shop. Contact us if you do not find an answer to your question here.
Q: How does NRC Shop work?
A: All official NRC visibility items are presented in the shop. You browse through the products and add items to the shopping cart as normal. Place your order using your preferred shipping address and a designated project code. Always seek approval from the budget holder before placing an order. The invoice will then be distributed automatically to your line manager or budget holder for approval in Unit4 (NRC's invoicing system). Once paid, the items are shipped to your destination. As simple as that!
Q: How do I pay for my order?
A: After placing an order, an invoice will be sent to Unit4 (NRC’s invoicing system) and must be approved by the budget holder of the project listed before the order is paid and then shipped. The invoice will be sent from IDÉ House of Brands AS. The due date for the invoice is the same as your order date to ensure we process your order the moment the invoice is approved. Always seek approval from the budget holder before placing an order.
Q: Why is important for NRC that I have updated visibility items?
A: If your item is not listed in NRC Shop, there is a chance you may have an outdated visibility item. We encourage our staff to avoid using outdated visibility items as they create a jungle of different visual expressions.
By using updated and official NRC visibility items, you take responsibility for how we present ourselves and the organisation towards the people we meet and communicate with. Even though NRC is present around the world, in different contexts and cultures, it’s important that we build a consistent identity that is recognisable and easy to remember. Using updated and official NRC visibility items play an important part of this no matter where you are – from the field to advocacy and representational settings and in fundraising.
Q: Can I buy NRC visibility items for private use?
A: NRC visibility items are meant to be worn in a work setting and should be paid for by NRC. It is not possible to pay using a private card or have the cost deducted from your salary. Contact your line manager if you need visibility items.
Q: I'm travelling to Oslo; can I buy and pick up items at head office to bring to the field?
A: We do not have visibility items stored at Head Office anymore. If you are travelling to Oslo and would like to pick up items, you should place your order well in advance and have it delivered to Head Office prior to your departure and contact the head office reception at nrc@nrc.no to agree on delivery and storage until pick up.
Q: How are the sizes on clothing?
A: Clothing items have a unisex fit and run normal in size. If between sizes, go up and not down. Remember that some items are meant to be worn over others (e.g., the field vest) and it’s smart to have some extra room for a layer.
Q: I need a product that I can’t find in the shop, what should I do?
A: All official NRC visibility items produced centrally are listed in the shop. Some products may have been phased out. If you have questions about the products in the shop, or missing something, contact NRC's identity team at identity@nrc.no.
You can also consult the graphics and templates section of the NRC brand book for items like office signs, posters and roll-ups. These items are not available for purchase but exists as downloadable files.
Q: Can I buy visibility items with a logo in a different language?
A: Official NRC visibility items are currently produced with the English official logo only. We are working with our supplier on ways to offer other official languages from NRC Shop and will make sure to communicate any updates to this.
Q: Can I buy visibility items with the donor logo on them as well?
A: Not currently. We are working with our supplier on ways to offer co-branded visibility items from NRC Shop and will make sure to communicate any updates to this.
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Q: What does it mean that an item is backorderable?
A: Backorderable items are made on-demand and will be produced per order. Unless otherwise specified, estimated production time is two weeks. If you place an order with items in stock and backorderable items, your order will be shipped when the backorderable items are ready.
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Q: The product I need is out of stock. When will it be restocked?
A: When an NRC visibility item is out of stock, it means that it is already in the production process for its respective restock.
Detailed information such as the estimated date of restock of each item, will be published both in the NRC Shop itself and in the Visibility Items group in Workplace.
For this reason, we invite you to periodically visit both platforms to be all time updated of the latest news and launch of new items.
Q: What do I do if I want to produce my own visibility items locally?
A: Head Office is responsible for producing NRC's official visibility items. If you are considering local production of visibility items, contact Ximena Urquidi, Global Identity Adviser and visibility items focal point in the NRC’s identity team at identity@nrc.no before initiating local procurement. Please explain what items you need and the reasons for sourcing locally and not ordering through NRC Shop.
Ximena will advise and guide you in the process, ensuring that all established procedures are followed according to the NRC Identity guidelines.
Q: How is the carbon footprint when using NRC Shop?
A: The more complex a website is, the more energy it requires to load – and the greater its climate impact. Based on this important premise and according to our Greening the Orange policy, the NRC Shop have been created with a responsive design, streamlined menus and easy navigation.
Q: Are the items ethically and environmentally sourced?
A: All NRC visibility items from each point of the supply chain are obtained in an ethical way, which includes upholding rights, decent working conditions, health and safety, good business ethics and fair wages, meeting and securing so ethical standards.
Q: I can’t find visibility items that fits my size in stock. Is the supplier able to make sizes larger than XXL, e.g., NRC jackets and t-shirts?
A: With our new supplier, we will be able to offer a wider size range for selected items but not all as there are some limitations as to what is available. At present, the new cardigan (here) is available up to 5XL. Same for t-shirts from the new supplier (here). Polo shirts from the new supplier (here) are available up to 3XL. Other clothing items in NRC Shop are from previous suppliers and are only available in the size range presented. We will continue to work with our supplier on product development for visibility items, including size range.
Q: I am just wondering where can I find the NORCAP visibility items
A: NORCAP has its own section in the NRC Shop. Please visit NORCAP page here.
IMPORTANT: Please note that NORCAP visibility items can only be purchased/obtained by NORCAP staff or NORCAP deployed staff members in the field.
Q: When friends and family want to use NRC pens (or notebooks or umbrellas for that matter) to spread the word about NRC – which is really needed in Norway, for example, where so many people don’t know NRC – isn’t that a good thing? Now I can’t get them these items anymore?
A: NRC's official visibility items are made exclusively for NRC staff use, to build a consistent identity that is recognisable and easy to remember.
But we are aware that promoting our brand with external people is an ideal opportunity to introduce NRC to those who do not know about the organization, while we capture the attention of potential donors. The ideal would be to have a few products for this purpose.
The ultimate end goal would be to offer options through NRC Shop but there is still some way to go before we are there.
Q: What if I need different type of visibility item that works best in my context, and it cannot be found on the NRC Shop?
A: If you can't find what you're looking for in NRC Shop or are considering local production of visibility items, contact the identity team at identity@nrc.no for advice and guidance before initiating local procurement.
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Q: Re: not being able to have the cost deducted from our salary anymore: When friends and family want to use NRC pens (or notebooks or umbrellas for that matter) to spread the word about NRC – which is really needed in Norway, for example, where so many people don’t know NRC – isn’t that a good thing? Now I can’t get them these items anymore?
A: NRC's official visibility items are made exclusively for NRC staff use, to build a consistent identity that is recognisable and easy to remember. But we are aware that promoting our brand with external people is an ideal opportunity to introduce NRC to people who do not know about our organisation, while we capture the attention of potential donors. The ideal would be to have a few products for this purpose and to offer this through NRC Shop but there is still some way to go before we are there.
Q: I tried logging into the NRC Shop, and I kept getting an error message ‘’ Under Upgrade’’. Who can I contact to solve it?
A: If you have any questions about the shop in general, your orders etc., contact customer service. Please refer to your order number if your question is regarding an order.
Q: I have a list of things that I need to order for the entire region. Please advise how we can order then, where we are not charge shipping costs as we have field staff members travelling from Oslo, who can bring the items with them
A: We do not have visibility items stored at Head Office anymore. All visibility items orders must be done via our new NRC Shop. Please find details below about how to request items that field staff can carry back from Oslo. To ensure timely delivery at NRC HO, while they are in Norway, we suggest placing your order ASAP.
NB! Large orders will require bags. Please ensure that either the field staff brings his/ her own bags or include them in the initial order. Check in advance how many extra baggage are permitted to take with the flight ticket he/she has.
ORDERING PROCEDURES:
- Access NRC Shop through the Okta homepage for secure login (search for “NRC Shop”)
- Make sure to get approval from the budget holder before placing your order
- Place your order well in advance ASAP
- Have it delivered to Head Office (Norwegian Refugee Council (Stiftelsen Flyktninghjelpen) Prinsensgate 2 Oslo, 0152 Norway) prior to your departure
- Contact the head office reception at nrc@nrc.no to agree on delivery and storage until pick up.
- Pick up your order from HO Reception (6th floor) before your departure from Norway.
IMPORTANT: Please be aware that you are responsible to split the order by yourself and define who will carry back which items. Our colleagues at the HO Reception will only take care of delivering the entire order to the assigned person as main responsible of it.
Q: I want to enquire about some visibility items not listed or items that are out of stock. Can we still order them and then they will be delivered when they are in stock?
A: If an item is not in the official catalogue of NRC visibility items, it is because it will no longer be produced.
If an item is temporarily out of stock, its replenishment is in process and the tentative date on which it will be back in stock is visible under each item description.
Q: I want to place an order but before doing so I want to know the total or approximate amount of the shipping cost. Is this possible?
A: The total shipping cost will be calculated after the order has been placed, payment approved by the budget holder and the boxes measured and weighed.
Q: I have placed my order in the NRC Shop but have not yet received an order confirmation. When will I receive it?
A: The confirmation of your order will be sent to you once the budget holder has approved it.
Q: How long can it take to ship an order from Norway to a country programme?
A: Please note that delivery times may vary depending on which products are selected as well as country of destination; from 2-3 days for neighbouring countries and up to 20 days for countries with long distances. Our supplier (IDE Group) usually indicates the estimated delivery time in the order confirmation.
Delivery delays can be due to factors such as weather conditions, customs clearance or high demand.
Q: Can I change the delivery address?
A: Change of delivery address is possible for the shipment of each order. You only need when placing it, provide complete information about the recipient (name, phone number, email address) as well as right address where you want the order to be delivered.
Q: Are the NRC visibility items free of consumption taxes?
A: All NRC visibility items have no commercial value as they are not for sale and just for the exclusive and internal use of NRC staff.
This is corroborated and confirmed in the proforma invoice/ gift certificate document that is attached to each shipment and that must be presented to the local customs authorities in the country of destination, to speed up the customs clearance and delivery process.