Need to contact us?

Mon. - Fri.

8AM - 7PM (BST)

Sat. Chat Only 8AM - 12PM

Important Shipping Information

  • New Balance offers FREE delivery on all orders over £100.00. Packages are delivered via UPS.
  • Please note that the following delivery times do not apply to NB1 orders. For more information on the delivery of your NB1 order please contact our Customer Care.
  • See table below for time and costs:
Destination Shipping Method Delivery Time Delivery Location Delivery Cost Free Shipping Threshold

United Kingdom



2-3 working days

1-2 working days

Address/Access Point

Address/Access Point

£ 4.50

£ 14.50

£ 100


UPS Delivery Information

You can track your order by clicking this link.

UPS may deliver an order to the recipient or to any other person appearing to have authority to accept delivery of the shipment on the recipient’s behalf (such as persons at the same premises as the recipient).

If no such person is available at the first delivery attempt the package may be left in the recipient’s letterbox (if suitable) or delivered to the neighbor unless the shipper has excluded such delivery options.

The recipient shall be informed of any alternate delivery arrangements (or redirection to a UPS Access Point®) by a note left at their premises.

Delivery to Multiple Addresses

For deliveries to multiple addresses, simply place a separate order for each delivery address.

UPS Access Point Information

If your parcel has been delivered to a UPS Access Point, please take note of the instructions below when retrieving your order:

You can collect your parcel at the opening times of the Access Point within the next 10 days of the Access Point receiving the parcel.

Always bring a valid form of ID with you, as well as your unique tracking number. You can find your tracking number in the shipping confirmation email or online by tracking your order. This number is 18 characters long and always starts with "1Z" e.g. 1Z29R0336801864298.

If for any reason you are unable to collect the parcel within 10 days, it will be returned to the warehouse and you will be refunded.

UPS Collection scheduling information

If you are unable to return your item/s via a local UPS Access Point, you can schedule a free UPS collection. To schedule a collection, first read the instructions below and then follow this link.

Section 1. Enter the tracking number without any spaces as shown on your pre-paid UPS label. This number is 18 characters long and always starts with "1Z" e.g. 1Z29R0336801864298

Section 2. You do not need to enter a UPS account number, please leave this field blank. Then fill out your contact details for the location where you would like the collection to take place.

Section 3. Please fill out the number of packages that you are returning and calculate the total weight of your package (a pair of shoes is roughly 1KG). Choose the shipping service which is "UPS International Service", then under that heading "UPS Standard".

Section 4. Please fill in the date, time, and any special instructions for the driver for your desired collection time.

Once you have filled in all the necessary information, press Next, review your details, and press Next again. 

Unshippable Territories

New Balance does not currently deliver to the following territories:

Country Territory

United Kingdom


Akrotiri and Dhekelia

Falkland Islands

South Georgia and the South Sandwich Islands

British Antarctic Territory


Cayman Islands



British Virgin Islands

Turks and Caicos Islands

British Indian Ocean Territory

 Pitcairn Islands

 Isle of Man

Guernsey, with dependencies of: Alderney, Herm, Sark