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Customer Care

Frequently Asked Questions

Returns/Exchanges

How do I cancel or change an order?
New Balance strives to deliver our customers the best possible experience. Orders process very quickly and, cannot be cancelled or changed. If you have ordered the incorrect size or have made a mistake while entering your address, please place a new order with the correct information.

You will receive a refund for your first order once it has been returned. Please allow 5-10 business days after we receive your package to process your refund and credit your original form of payment.

What is your Return Policy?
Please see our Return Policy.

How do I return or exchange an item?
We are committed to helping you get the right products for your goals so we back all of our products with a 100% satisfaction guarantee. If you are not completely happy with your purchase, simply return it within 30 days of delivery. Orders placed between 13 November, 2015 and 26 December, 2015 can be returned for up to 60 days after the merchandise have been received. (Returns must be in new condition, and in the state you received them.)

Unfortunately, we cannot accept returns on personalized products or custom shoe orders.

Online Purchases

Exchanges
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.

Returns
Return shipping is FREE when you use our prepaid return label.
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 newbalance.co.uk cannot be returned or exchanged at New Balance stores or retailers.

How do I get a receipt?
You are able to print a receipt via your account. When you create a password during the checkout process, this creates an account on newbalance.co.uk. With this account, you can keep track of your order history and easily access your receipts, enjoy faster checkout and store multiple shipping addresses.

Setting up an online account is completely optional. If you would prefer not to set one up, just skip that step altogether and check out as a "New Customer or Guest".

If you would like to set up an account, please click here.

Delivery Information

How long will it take to receive my order?
Please see our shipping costs, methods and delivery times.

How will my item(s) ship?
Please see our shipping costs, methods and delivery times.

Where is my order?
On average, it takes approximately 3-7 business days for an in-stock item to reach you.
Please click the below link to track your order:
Track Your Order

I received part of my order, where is the rest?
Occasionally some items in your order may ship separately. You can track and view your order status by clicking the link below:
Track Your Order

Placing an Order

What methods of payment do you accept?
New Balance is proud to accept Visa, Mastercard and Paypal.

In which country can I make an order?
New Balance now serves the following countries--visit our other online stores for all of your New Balance needs:

United Kingdom
Germany
Italy
Spain
France
Austria
Ireland
Netherlands
Luxembourg
Belgium
Australia
New Zealand
United States
Canada

Do you price match?
As the official website  of New Balance Athletic Shoes (UK) Ltd., we cannot match the offers of our independent retailers. However, we do offer the largest available selection of New Balance shoes and apparel, as well as a 30-day no-hassle Return Policy with Free Returns.

Do I need to set up an account to order online? No you do not need to set up an account to order. Setting up an online account is completely optional. If you would prefer not to set one up, just skip that step altogether and check out as a "New Customer or Guest".

When you create a password during the checkout process, this creates an account on newbalance.co.uk. With this account, you can keep track of your order history and easily access your receipts, enjoy faster checkout and store multiple shipping addresses.

If you would like to set up an account, please click here.

I forgot my password, what should I do?
Please click on below link to reset your password:
Reset Your Password

Will you rent my name and contact information to other companies?
At New Balance, we value your privacy. We do not sell your contact information to other companies. You can feel safe entering your contact information on our website. Please review our Privacy Notice for more information.

How do I know your site is safe?
New Balance takes credit card information security seriously. To ensure the information you provide online is secure during transmission, we employ leading edge encryption technology and Secure Socket Layers (SSL) while processing any personal information you supply. These controls are certified by DigiCert®, a leading Internet security company. Learn more about Secure Shopping.

Our Products

Do you have a particular shoe in stock?
New Balance offers the widest selection of New Balance shoes available anywhere, but typically focuses on premier and popular styles in each category. Our site lists all available styles and sizes. If your size isn't listed, it's currently not in stock.

Does New Balance produce Vegan Shoes?
Many of our models are made with synthetic materials. However, please note that we do use different types of glues depending on what is available. Some of our glues will contain animal products as many glues do. Although the shoe may be made of synthetic leather it does not mean it will be completely vegan.

What is the difference between a neutral shoe, a stability shoe, and a motion control shoe?
A "neutral" or cushioning shoe is made for both those with a neutral walking or running gait and for those who supinate (or roll outwards in their gait. If the wear on your sneakers looks even on both the inside and outside heel, you are probably a neutral runner.

A "stability shoe" is one that helps with pronation control. This type of shoe is designed with technology such as a Rollbar, TS2, Extended Web, Stabilicore or medial and lateral posts. If the wear on your sneakers is mostly on the inner tread near the ball of the foot, you might need stability control.

A "motion control shoe" is one that helps with moderate to severe pronation. This type of shoe will have the Rollbar technology combined with the medial and lateral posts. If there is severe wear on your sneakers on the inner tread near the ball of the foot, you might need motion control.

Why do you update your styles?
Sometimes new "updated" shoe models have new technology added to enhance the performance of the shoe. For other shoe models, there may simply be a small variation from the previous shoe model, for example, new colour, style or new midsole material. When we make a change it is designed to benefit you. We only release the new model after significant planning, followed by extensive wear-testing.

Do you make shoes in the UK?
Yes, New Balance has been committed to locally producing high-quality shoes in the UK since 1982. We are proud to support domestic manufacturing in the UK where we provide local employment for more than 200 associates. The manufacturing facility located in Flimby, a small town in the Lake District, makes over one million pairs of shoes per year.

What do the style numbers mean?
The style number is simply the name of the shoe. Typically our shoes that are "higher-numbered" feature more technologies; however, that is not true in all shoe styles. When deciding on a particular shoe, you should consider the activity you will be participating in and your individual needs. Consult our Customer Care experts for assistance.

How do I find stores near me?
Use our Store Locator to find a New Balance store in your area.

What is overpronation or underpronation?
Overpronation occurs when your foot exhibits too much inward motion during your running or walking gait. Underpronation, also known as supination, occurs if you don't have enough inward motion during your gait. Either condition can cause foot health problems over time, but we offer a broad line of shoes designed to help correct your gait. You can learn more by clicking on our Pronation Guide.

I stand all day at work. What should I look for?
You'll want to choose a shoe that provide a solid platform and good shock absorption. Sometimes it may seem logical to choose a shoe that is as cushioned as possible, but think of standing on sand at the beach. The sand feels soft, but will fatigue your feet over time. So, if you are on your feet the majority of the day, then a supportive platform is necessary.

My shoes squeak. What can I do?
We make our shoes with removable inserts. Sometimes air or moisture can get trapped between the insert and the rest of the shoe and cause a squeak, or the way an orthotic fits can cause friction and therefore noise. A common fix that often works is to sprinkle some baby powder down into the shoe. Squeaking is common if you wear your own orthotics, so try baby powder or even a folded paper towel or dryer sheet, and you should notice an immediate difference. Contact us if you still have trouble.

How do I clean my shoes?
The suggested cleaning method for New Balance shoes is to use a light bristle brush (old tooth brush) and a light detergent (dish washing or laundry). Scrub the shoes with the brush and use a damp cloth to wipe clean. You can also immerse them in water. Allow shoes to air dry thoroughly for about twenty-four hours. If purchasing a cleaning product, be sure that it is silicon-based to prevent any possible damage to the footwear. Putting shoes through a washing machine cycle is NOT recommended. **Note that if you have suede shoes or leather shoes you would need to use a suede or leather cleaner. Follow the instructions on the brand of cleaner you are using to clean your shoes.

Finding the Right Fit

What is a shoe last?
A shoe last is the 360° mould upon which a shoe is constructed. The last used affects the overall fit of a shoe with a focus toward the heel width, instep height, forefoot width, and toe box depth. Some of our shoes will feature a deeper toe box or a wider forefoot, while others might offer a narrower heel. We make a variety of lasts and offer extensive width sizing to allow for the best overall fit in the shoe industry.
Since we are aiming for a 360° fit (most companies simply try to fit your length), this answer is dependent on your previous experiences and current needs. If you find that you can typically go into a shoe store and purchase a shoe right off the shelf, you should be fine with our standard lasts.

How do I know which size or width to order?
The best way to determine size is to have your foot measured at your local New Balance store or shoe store.
A secondary option is to simply check the size of your current shoes which fit the best; we list a size chart on our site to help.

Why don't you make this shoe in my size or width?
Though New Balance is known for producing the most extensive range of sizes and widths, we're unable to make every style in every size/width combination. We strive to provide options for everyone, so contact us if you would like some help.

Did you change your sizes? My usual size did not fit!
It's frustrating when you purchase a new shoe that doesn't fit, but we can help you identify the reasons behind the difficulty. First, keep in mind that we make shoes on multiple shoe lasts and the shoe last used during construction affects the overall fit and feel of the shoe. A shoe made on the SL-1 shoe last will feel different than shoes made on the SL-2. Plus, sometimes after wearing a shoe for a long time and our feet become used to it, even if there is barely any cushioning or support left. As a result, new shoes with fresh cushioning and support can feel different. There could also be slight differences resulting from the hands-on nature of shoe manufacturing and the materials used. Another factor to consider is that feet do change over time, so it's a good idea to have them professionally measured to rule out a possible size change.