Returns

Need help with a return? Call our customer care department.

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Free Returns

If you aren't completely happy with your purchase, simply return it within 60 days from purchase. Returns must be in new condition, in the state you received them. New Balance reserves the right to refuse worn, damaged or late Returns.

Free Return Instructions
 

You have 60 days after you have received the order to return your order completely FREE.

  • Pack the item(s) in the original packaging so that the contents stay protected. All items must be unworn, undamaged and with all the tags attached.
  • Attach the pre-paid UPS label to the parcel. For orders delivered in multiple parcels, please return each parcel separately using the label that came with each parcel. Take note of the return tracking number to track your return on www.ups.com. In case you are missing your return label, please contact us with your order information and we will send you a new one via email.
  • Within 60 days of receipt of your order, drop off the parcel at the nearest UPS Access Point (found on the “Locations” tab on www.ups.com) or schedule a collection with UPS.
  • You can also schedule a free collection of your return parcel via UPS, by following this link https://wwwapps.ups.com/pickup/schedule?)
  • Please allow at least 10 working days after we have received the parcel in our warehouse for your refund to be processed. There is no need to let our Customer Service department know that you have returned the parcel, as we receive this information from our carrier.

Please allow at least 10 working days after we have received the parcel in our warehouse for your refund to be processed.

Please note that we will not be able to refund your order if you do not adhere to our Returns policy or do not follow our Returns instructions.

Defective Items
 

For items purchased from this site, we are happy to refund items damaged in transit and/or containing a manufacturer's defect. To authorize the return of a defective item, please contact us.

Please note that defective items sent back to our warehouse without approval, will not be reimbursed.

For items purchased from our stores or a retailer, kindly contact the point of purchase directly.

Refunds
 

Refunds will be credited to the original form of payment for the original purchase price of the product.

Please note, we will refund your delivery costs separately as long as you return the complete order, and the returned item(s) are covered by our Return Policy. If you don't return the complete order we are unable to refund your delivery costs.

A refund of delivery costs (if any) shall be limited to the costs of our least expensive delivery method only. Therefore, if you chose delivery by express shipping, you will only receive a refund to the value of our standard shipping charge.

  • 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.
  • Please note, we are unable to refund your order if you do not follow the correct return instructions.
  • Online promotion discounts are applied and distributed across all eligible items in your purchase. If you return a portion of your purchase a portion of the discount will be lost.
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.

  • Place a new order online.
  • Follow our return instructions to send back the original item for a refund.
Store and reseller purchases
 

Items that were bought in a store or at a reseller cannot be returned via the NB websites.

Gift Returns
 

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.