Returns
Return
If you are not 100% satisfied with your purchase, you can return your item for free within 60 days from the date of delivery of your order.
We aim to process refunds as quickly as possible, however, please allow at least 10 working days after we receive the package at our warehouse for your refund to be processed.
You do not need to inform our Customer Service department that you have returned the package as we receive this information from our airline.
If you do not have a return label and are unable to print one, please go to the bottom of this page and follow the "I don't have a return label" instructions.
To make your return, follow these simple steps:
At the New Balance store
Back to New Balance store
Pack your items in the original box and make sure you bring the return label with you.
Only stores that show Web Returns are eligible. Please use the location finder link below to find your nearest New Balance store.
Submit your return
To make your return with UPS, follow these simple steps:
Get Label
1. GET THE LABEL
Find your prepaid return label in the original package.
For orders shipped in multiple packages, use the label included with each package. When returning multiple items that arrived in one package, these items can be returned using one label and one box.
If you don't have a return label, print one and follow the next steps.
2. PEK
Place the item you wish to return in its original packaging or a suitable alternative. When returning shoes, also place them in the original shoe box in your package.
attach label
3. STICK THE LABEL
Attach the prepaid return label to the package, above or in place of the original shipping label.
Please note the tracking ID (long number) on this label so you can track the progress of your return.
sent or has taken
4. SENT OR COLLECTED
Take the package to your preferred UPS delivery location.
You can get a list of UPS delivery locations by clicking this link.
You can also schedule a pickup for your UPS return package by clicking this link.5. REFUNDS
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 business days for the refund to appear in your account.
To fully refund you, these conditions must be met:
The items are returned to us in an unused, clean and free from damage condition.
The original label is attached to the clothing item.
Returns are made with our carrier UPS.
Shoes are returned in the original shoe box.
New Balance reserves the right not to refund or return any order that does not meet one or more of these requirements to the sender.
5. 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 business days for the refund to appear in your account.
To fully refund you, these conditions must be met:
The items are returned to us in an unused, clean and free from damage condition.
The original label is attached to the clothing item.
Returns are made with our carrier UPS.
Shoes are returned in the original shoe box.
New Balance reserves the right not to refund or return any order that does not meet one or more of these requirements to the sender.
Frequently Asked Questions
Damaged Goods
For items purchased from this website, we will happily refund money for items that are damaged in transit and/or contain a manufacturer defect. To authorize the return of damaged items, please contact us first.
Please note that damaged items sent back to our warehouse without approval will not be refunded.
Non-Web orders
Items purchased in stores or at resellers cannot be returned through the NB website.
For items purchased from our store or reseller, please contact the place of purchase directly.
I don't have a return label or I need help with a return
Please contact our Customer Service department via chat.
Monday - Friday 8AM - 7PM (BST)
Saturday 8am - 12 noon (BST)
Sunday Closed
Wrong item received?
We are sorry to hear this. To ensure we can assist you properly, please contact us before returning your order so that we can process it properly in our system.