Frequently Asked Questions
Returns & Refunds
How can I return an item?
If you no longer wish to keep the item, you can return it within 30 days.
1. Place the item you wish to return in its original packaging or a suitable alternative. When returning shoes, also place it in the original shoe box in your package.
2. Label your package:
Place the prepaid UPS label on top of the old shipping label. Each package has its own return label, so double-check that you are using the correct label.
Please note that your return label may be hidden between layers of cardboard boxes. Can't find your label? Don't worry, just go to the Get Labels page here.
3. Deliver or arrange for pickup: Take the package to your preferred UPS delivery location.
To find a list of UPS Delivery Locations or to schedule a pickup, please visit the UPS website and at the top of the page, you will see a Find a Nearby UPS Location link.
4. Get your refund:
Once we receive, approve and process your return, we will notify you via email that your refund will be credited.
Refunds will be credited to the original form of payment for the original purchase price of the product.
Please allow up to 5-10 business days for the refund to appear in your account.
Where can I get a return label?
Please note, your return label may be hidden between the layers of the cardboard box.
Still need a new label? Don't worry, just follow the instructions below:
1. Find Your Order Information
Before starting your return, make sure you have the order details for the item you want to send back.
2. Access the Return Label
Visit the Returns section of the website and select the option to get a label. You can create and print your own shipping label from there. If you are not in the UK - please click here to find your region and follow the instructions for that country's return label.
3. Your Return Details
Provide your order information and zip code. Select the item you want to return, choose a reason for the return, and decide whether you'd prefer to have it shipped back at no cost or to take it to a store for a faster refund. You can also choose a shipping location or the nearest store location.
4. Print Your Label
Once everything is filled out, go ahead and print your return label.
5. Prepare and Send Your Package.
To finalize your statement:
1. Pack your items securely with a packing slip. Use a sturdy box, preferably the one used to ship your items.
2. Remove or cover any old addresses and barcodes. Close the package and attach the label to the outside.
3. Drop off your package at a nearby carrier location. After it's shipped, you can track its progress using the link in your confirmation email.
How can I track returns?
Save your return tracking number on your return label — you can use it to follow your package's journey on the UPS website here.
What happens if I accidentally return the wrong item to New Balance?
We apologize that the item returned to our warehouse was not the intended item.
Unfortunately, since New Balance is not responsible for this error, we are unable to return the item to you.
Can items purchased through a third party be returned to New Balance?
Items purchased through a third party can only be returned to the original seller.
For example: If you purchase from a third-party store or website, the item must be returned to that store or website. New Balance cannot process orders from third-party sellers.
Shipping & Tracking
How long does it take for delivery?
When placing an order on our website, you will see an estimated delivery date at checkout. We aim to meet this timeframe, but please note that it is an estimate and may be subject to change.
For more information on delivery times and shipping costs, please visit our Shipping Information Page here.
All orders are shipped via UPS and deliveries are Monday to Friday, with deliveries on Saturdays in the UK only.
Not in the UK? Please click here to find your country page. Once there, scroll down and click on Shipping Information in the footer for specific Shipping details for your location.
Only part of my order has been shipped. What should I do?
Your order may arrive in multiple shipments. Check your shipping confirmation email to see which items should be included in your shipment. If your order is split into more than one shipment, you will receive a separate email for each shipment.
If all items included in your shipping confirmation email have not been delivered, please contact our Customer Service team. Not in the UK? Please click here to find your country page.
Can I ship to multiple addresses?
To ship to multiple addresses, please place a separate order for each shipping address.
I have received the wrong item, what should I do?
We are sorry that you received the wrong item. To ensure we can assist you properly, please contact us before returning your order so that we can