Not happy with your purchase?
Return it free within 30 days, providing the items are in the original condition, so unworn, with tags attached, footwear in the original shoe box and returned via UPS.
For online purchases, you have a statutory right to withdraw from your contract within 14 days of receiving your goods. Click here for more information.
There’s no need to contact us beforehand. We’ll be notified automatically.
New Balance reserves the right to not refund or return to sender if any orders do not meet one or more of these conditions.
Ship your return
1. Pack your items
Use the original packaging or a sturdy box. Shoes must be placed in their original shoebox first.
2. Label your parcel
Use the prepaid return label from your package.
Multiple packages? Use each label per box.
Multiple items in one box? One label is enough.
3. Drop off or schedule a pickup
Option A: Drop off at UPS
Take your parcel to any UPS Access Point. You’ll receive an email once your return is processed at our warehouse.
Option B: Schedule a UPS pickup
Book a collection from your home or workplace. UPS will collect your parcel and return it to our warehouse.
Refunds
We’ll email you as soon as your return has been received and processed.
Refunds are then issued to your original payment method within 10 working days.
FAQs
If you believe your item is damaged or has a manufacturing defect and needs to be returned.
Before contacting us, please gather the following:
• Your order number
• 2 photos of the damaged area
• 1 photo of the full product
• 1 photo of the label showing the article number
• 1 photo of the soles, if it’s footwear.
Once you have everything ready, start a Live Chat with us or visit our Contact Us page .
Please note: Items returned to our warehouse without prior approval will not be processed.
Items that were bought in a store or at a reseller cannot be returned via the NB websites.
For items purchased from our stores or a reseller, kindly contact the point of purchase directly.
We're sorry to hear that. To ensure we can assist you properly, please contact us before returning your order so we can process it correctly in our system.
