Customer Care

Free Returns

At New Balance your statutory rights are not affected, every item is backed by our 100% satisfaction guarantee. If for any reason you are not completely satisfied with any item you purchase from us, return it within 30 days of delivery and we will pay return delivery costs. Orders placed between 13 November, 2015 and 26 December, 2015 can be returned for up to 60 days after the merchandise have been received.
Unfortunately, we cannot accept returns on custom or personalized orders. Returns must be in new condition, and in the condition you received them.

Return Instructions:

  • Return shipping is FREE when you use our prepaid return label.
  • Simply place the label on your package (please use the original box, if possible) and drop off the parcel at the local UPS Access Point or contact UPS directly to arrange collection.
  • If you did not receive a label, you can contact Customer Care for a return label.
  • Once you have dropped your return off at the UPS Access Point or it has been collected by UPS, you will be able to track the whereabouts of your package on the UPS website.

Refunds will be credited to the original form of payment for the original purchase price of the product. Outgoing delivery costs will not be refunded.

• Please allow 5-10 business days after we receive your package to process your refund and credit your original form of payment.
• If your return was purchased with an eGift, we will email you a new eGift valued at the refund amount.
• If you are returning an item you received as a gift, the refund will be credited to the original form of payment used for the purchase.

Store Purchases
Items purchased at a retail store should be returned to the store.
Note: Items purchased at cannot be returned or exchanged at New Balance stores or retailers.

New Balance does not issue exchanges. We recommend placing a new order for a replacement item. Our inventory changes often and select sizes and colours may sell out.

1. Place a new order online.
2. Follow our return instructions to send back the original item for a refund.

Need to exchange an item that was given as a gift? Contact Customer Care at +44 800 802 1057.

Gift Returns

If you wish to return a product you received as a gift, the refund will be credited to the original form of payment (i.e., the Credit Card used for the original purchase). When returning a gift, please provide the Order Number or purchaser’s name, address, and telephone number to assist in the processing of the return.

If you have any questions regarding a return, exchange or refund, please contact us. We will be happy to assist you!

Damaged or Defective Items

For items purchased from this site, we are happy to exchange or replace items damaged in transit and/or containing a manufacturer's defect. Delivery charges incurred for such exchanges will be waived. Please contact us if you would like to return a damaged or defective item.