Checkout FAQs


Having trouble submitting your order?
Please try our checkout tips below:

  • • Try submitting the order from a different web browser. We suggest using the latest version of Google Chrome or Mozilla Firefox as preferred internet browsers.
  • • Try switching device. E.g. if you are trying to place the order on mobile, try switching to a tablet or desktop device.
  • • Try clearing your browsers cookies and/or cache.
  • • Check your address is no longer than 35 characters per line.
  • • Try using an alternative form of payment.
  • • Check that your card is setup to shop online and have your 3D Secure code to hand.

If you are still not able to submit your order, please contact a member of our Customer Care team who will be happy to help.

How to redeem a promotional code
1. Choose a product (one that's applicable for a voucher discount) from our online store.
2. Add the product to your cart by clicking the 'ADD TO BAG' button beneath the product image.
3. Click the ‘Have a promo code?’ section on the right side of the checkout. A voucher field will appear.
4. Type your voucher code into the field and hit ‘Apply‘.

Your item price and total should now reflect the discounted price.

Promo code not applied?
Discount codes are subject to restrictions. Some discount codes may only apply to a specific category of products. Please know that you can use one discount code at a time.

For example, the 15% welcome code is valid for one purchase only. It excludes selected lines and cannot be used in conjunction with any other offer. All discounted or outlet products are excluded and any other exclusions are indicated on the product page.

Common issues with promo codes:

  • • Check spacing, character errors and/or spelling mistakes.
  • • The voucher code field is case-sensitive. Check that ‘Caps Lock’ button is not on and use uppercase where necessary.
  • • Check you are not mixing up the numbers 0/1 and the letters O/I.

    • Why was my card declined?
      Please ensure that your card is on the accepted payment methods list and that you have entered your card details exactly as they appear on the payment card. The CVV number is the last 3 digits on the signature strip on the reverse of the card. The issue may be caused by 3DSecure (Verified by Visa or MasterCard secure code) verification, which is a system setup by your card issuer to manage online fraud and protect your account.

      If you are still unable to process your order, please try with another payment method (click here for info on our payment methods) or contact Customer Care (click here).

      My PayPal payment is not working
      If your PayPal payment is not working it could be due to a variety of reasons:

      If you have clicked 'Submit Order' with PayPal and nothing happens, or you only see a blank window, then you most likely have a pop-up blocker installed. This pop-up blocker will block PayPal from opening an additional payment window. So all you need to do is temporarily disable it and then the window can open or load properly.

      Your PayPal account is not verified. We currently only accept payments from verified accounts for security reasons. If you would like to verify your account, you can do this on the following page. Please note that it does take several working days to process, so we recommend paying with a credit or debit card instead.

      If you cannot log in to your PayPal account, we recommend contacting PayPal directly and they will resolve any account access issues you may be facing.

      If your payment freezes or cannot be processed by PayPal, we recommend that you try again. Please make sure to check your PayPal account to ensure that you have not been charged twice.

      If you are still unable to process your order, please try with another payment method (click here for info on our payment methods) or contact Customer Care (click here).

      Do I need an account to place an order?
      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 the New Balance website. With this account, you can keep track of your order history, enjoy faster checkout and store multiple shipping addresses.

      Having trouble accessing your account?
      Please click here to reset your password.

      When will I receive an order confirmation email?
      You should receive an order confirmation email within 20 minutes of placing your order. Please take a note of your order number for future reference.

      When will I get my order?
      For standard delivery, your order will be delivered within 1-3 business days.

      For express delivery, your order will be delivered in 1-2 business days.

      Track your order here.

      How do I cancel or change an order?
      New Balance strives to deliver our customers the best possible experience. Orders are processed 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 and return the incorrect order.

      You will receive a refund for your incorrect 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.

      Free returns
      Need a different size or colour, or just changed your mind? Return your order within 30 days for a refund. Return your items for free using the pre-paid UPS label in your order.

      Learn more

      If you are still not able to submit your order or if you have any further questions regarding your order, please contact a member of our Customer Care team who will be happy to help.

      Close and return to checkout

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