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 and we will pay return delivery costs.

Return Instructions:

  • Return delivery is FREE when you use the postage-paid Royal Mail Merchandise Return Label included with your shipment.
  • Simply place the label on your package (please use the original box, if possible) and drop off the parcel at the post office, your work or another Royal Mail drop-off point. There is no need to wait in line, simply drop your package in the bag, free of charge.
  • If you did not receive a label, you can contact Customer Care for a return label.

Refunds are typically processed and your credit card refunded within 5-10 business days after receipt of your package, depending on your bank's processing time.


If you would like an exchange, call Customer Care at +44 800 802 1057 to place a new order. Important: Any instructions you write on return packing information will not be received.

Gift Returns

If you return a gift purchased with an eGift, your eGift will be restored to its original value.

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.