Customer Care

Frequently Asked Questions









Corporate & Retail


Do you price match?
As the official website  of New Balance Athletic Shoes (UK) Ltd., we cannot match the offers of our independent retailers. However, we do offer the largest available selection of New Balance shoes and apparel, as well as a 30-day no-hassle Return Policy with Free Returns.

Do you have a particular shoe in stock?
New Balance offers the widest selection of New Balance shoes available anywhere, but typically focuses on premier and popular styles in each category. Our site lists all available styles and sizes. If your size isn't listed, it's currently not in stock.

Does New Balance produce Vegan Shoes?
Many of our models are made with synthetic materials. However, please note that we do use different types of glues depending on what is available. Some of our glues will contain animal products as many glues do. Although the shoe may be made of synthetic leather it does not mean it will be completely vegan.

What is the difference between a neutral shoe, a stability shoe, and a motion control shoe?
A "neutral" or cushioning shoe is made for both those with a neutral walking or running gait and for those who supinate (or roll outwards in their gait. If the wear on your sneakers looks even on both the inside and outside heel, you are probably a neutral runner.

A "stability shoe" is one that helps with pronation control. This type of shoe is designed with technology such as a Rollbar, TS2, Extended Web, Stabilicore or medial and lateral posts. If the wear on your sneakers is mostly on the inner tread near the ball of the foot, you might need stability control.

A "motion control shoe" is one that helps with moderate to severe pronation. This type of shoe will have the Rollbar technology combined with the medial and lateral posts. If there is severe wear on your sneakers on the inner tread near the ball of the foot, you might need motion control.

Why do you update your styles?
Sometimes new "updated" shoe models have new technology added to enhance the performance of the shoe. For other shoe models, there may simply be a small variation from the previous shoe model, for example, new colour, style or new midsole material. When we make a change it is designed to benefit you. We only release the new model after significant planning, followed by extensive wear-testing.

Do you make shoes in the UK?
Yes, New Balance has been committed to locally producing high-quality shoes in the UK since 1982. We are proud to support domestic manufacturing in the UK where we provide local employment for more than 200 associates. The manufacturing facility located in Flimby, a small town in the Lake District, makes over one million pairs of shoes per year.

What is overpronation or underpronation?
Overpronation occurs when your foot exhibits too much inward motion during your running or walking gait. Underpronation, also known as supination, occurs if you don't have enough inward motion during your gait. Either condition can cause foot health problems over time, but we offer a broad line of shoes designed to help correct your gait. You can learn more by clicking on our Pronation Guide.

I stand all day at work. What should I look for?
You'll want to choose a shoe that provide a solid platform and good shock absorption. Sometimes it may seem logical to choose a shoe that is as cushioned as possible, but think of standing on sand at the beach. The sand feels soft, but will fatigue your feet over time. So, if you are on your feet the majority of the day, then a supportive platform is necessary.

My shoes squeak. What can I do?
We make our shoes with removable inserts. Sometimes air or moisture can get trapped between the insert and the rest of the shoe and cause a squeak, or the way an orthotic fits can cause friction and therefore noise. A common fix that often works is to sprinkle some baby powder down into the shoe. Squeaking is common if you wear your own orthotics, so try baby powder or even a folded paper towel or dryer sheet, and you should notice an immediate difference. contact us if you still have trouble.

How do I clean my shoes?
The suggested cleaning method for New Balance shoes is to use a light bristle brush (old tooth brush) and a light detergent (dish washing or laundry). Scrub the shoes with the brush and use a damp cloth to wipe clean. Allow shoes to air dry thoroughly for about twenty-four hours. If purchasing a cleaning product, be sure that it is silicon-based to prevent any possible damage to the footwear. Putting shoes through a washing machine cycle is NOT recommended. **Note that if you have suede shoes or leather shoes you would need to use a suede or leather cleaner. Follow the instructions on the brand of cleaner you are using to clean your shoes.

What is a shoe last?
A shoe last is the 360° mould upon which a shoe is constructed. The last used affects the overall fit of a shoe with a focus toward the heel width, instep height, forefoot width, and toe box depth. Some of our shoes will feature a deeper toe box or a wider forefoot, while others might offer a narrower heel. We make a variety of lasts and offer extensive width sizing to allow for the best overall fit in the shoe industry.
Since we are aiming for a 360° fit (most companies simply try to fit your length), this answer is dependent on your previous experiences and current needs. If you find that you can typically go into a shoe store and purchase a shoe right off the shelf, you should be fine with our standard lasts.

How do I know which size or width to order?
The best way to determine size is to have your foot measured at your local New Balance store or shoe store.
A secondary option is to simply check the size of your current shoes which fit the best; we list a size chart on our site to help.

Why don't you make this shoe in my size or width?
Though New Balance is known for producing the most extensive range of sizes and widths, we're unable to make every style in every size/width combination. We strive to provide options for everyone, so contact us if you would like some help.

Did you change your sizes? My usual size did not fit!
It's frustrating when you purchase a new shoe that doesn't fit, but we can help you identify the reasons behind the difficulty. First, keep in mind that we make shoes on multiple shoe lasts and the shoe last used during construction affects the overall fit and feel of the shoe. A shoe made on the SL-1 shoe last will feel different than shoes made on the SL-2. Plus, sometimes after wearing a shoe for a long time and our feet become used to it, even if there is barely any cushioning or support left. As a result, new shoes with fresh cushioning and support can feel different. There could also be slight differences resulting from the hands-on nature of shoe manufacturing and the materials used. Another factor to consider is that feet do change over time, so it's a good idea to have them professionally measured to rule out a possible size change.

What should I do if my product arrives damaged or defective or isn't what I ordered?
Before sending the product back, please email some pictures and your order number to our Customer Care team. They will instruct you on what to do next. Thank you.


How long does delivery take?
Please see our shipping costs, methods and delivery times.

How much are delivery costs?
Please see our shipping costs, methods and delivery times.

Do you offer free shipping?
Yes, standard shipping is free for orders above £50 (final price has to be above £50 including other promotions, i.e Welcome Code). Express shipping is not included in the promotion.

UPS Delivery Information
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 neighbour, 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. In the event your are unavailable to collect the delivery, where possible, UPS will deliver to a nearby UPS Access Point. For urban areas, the Access Point will be no more than 2-3KM away, and for suburban areas no more than 7KM. If no UPS Access Points are available, UPS will make a second and third delivery attempt. For more information on Access Points click here.

How do I retrieve my parcel from a UPS Access Point?
If your parcel has been delivered to a UPS Access Point, please take note of the instructions below when retrieving your order:

Once your order has been delivered to an Access Point, you can collect your parcel at any time within the next 10 days. You can search for Access Point opening hours here.

Always bring a valid form of ID with you, as well as your unique tracking number. You can find in your tracking number in the shipping confirmation email or online by tracking your order.

**Tip**: This number is 18 characters long and always starts with “1Z” e.g. 1Z30R0336801864298.

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

How to locate your nearest UPS Access Point
To locate your nearest UPS Access Point, please visit UPS Access Point Locations. To search, please enter your address or postcode into the search bar and click ‘Find’. The site will then display the closest UPS Access Points to your location. Once you know where your nearest Access point is, please follow our return instructions for how to correctly return your item/s.


Didn't order on site?
Items purchased at a New Balance authorised reseller cannot be returned to as the contract of purchase is with the respective reseller. Please contact the reseller directly and they will assist you further.

How do I cancel or change an order?
New Balance strives to deliver our customers the best possible experience. Orders process 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.
You will receive a refund for your first 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.

Where is my order?
Packages are typically delivered via UPS; please see our shipping costs, methods and delivery times.

Please click the below link to track your order:
Track Your Order

I received part of my order, where is the rest?
Occasionally some items in your order may ship separately. You can track and view your order status by clicking the link below:
Track Your Order

In which country can I make an order?
New Balance now serves the following countries--visit our other online stores for all of your New Balance needs:

United Kingdom
New Zealand
United States
Czech Republic

Click here for information on territories to which we cannot ship.

How do I get my 15% off Welcome code?
Once you sign up to our newsletter, you'll receive a confirmation email with the promo code. The code has to be applied at checkout using the field “Have a promo code?”. If you have not received the email, try to subscribe again using the same email address or make sure to check your spam folder. The code is valid for first purchase only. It excludes selected lines and cannot be used in conjunction with any other offer.  All discounted products are excluded and any other exclusions are indicated on site.

Why has my discount code not been 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’re not mixing up the numbers 0/1 and the letters O/I.

Why was my order cancelled?
Your order may have been cancelled due to lack of stock, payment issues or problems with the delivery address. The most common reason for cancellation is that we ran out of stock of your size before processing your order. When that happens, you are notified via email about the cancellation. If your order (or part of your order) is cancelled, the money won´t be taken from your account or the order total will be adjusted accordingly. You may have seen a pre authorisation on your account when the order was placed, but the authorization will be dropped by your bank or credit card company according to their processing times (this typically takes 5 business days).


How do I return an item?
You have 30 days to return your order completely FREE.

1. Pack the item(s) in the original packaging so that the contents stay protected. All items must be unworn (worn items will not be refunded). Products that were delivered in separate parcels should be returned separately. Please ensure your item is returned in the correct box otherwise the refund process may be delayed.

2. Attach the pre-paid UPS label to the parcel. For orders delivered in multiple parcels, use the label that came with each parcel. Take note of the return tracking number to track your return on 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.

3. Within 30 days of receipt, drop off the parcel at the nearest UPS Access Point (found on the “Locations” tab on or schedule a collection with UPS.

4. Allow 5-10 working days after we receive your package for the return to be processed.

Click here for more information on returns and exchanges.

Outside of 30 days?

Returns outside of 30 days will not be accepted. If you feel your item is defective, please see below.

How do I schedule a return collection with UPS?
If you are unable to return your item(s) via a local UPS Access Point, you can schedule a free UPS collection either over the phone or on the courier’s website.

Arranging a pick up by phone.
If arranging the parcel pick up by phone, please call UPS on the appropriate number from the below table.
Before you call them, please ensure you have the following information:
• Your UPS tracking number label (this number is 18 characters long and always starts with “1Z” e.g. 1Z30R0336801864298).
• The address you would like the parcel picked up from.
• The date you would like the parcel picked up.

Country Phone number
Austria 0810-006630
Belgium 078-250-877
Denmark 35-25-80-80
Estonia 666-4-700
Finland 09-2311-3406
France 0821-233-877
Germany 01805-882-663
Greece 30-2109984-000
Italy 02-30-30-30-39
Latvia 7805650
Lithuania 5-2472222
Luxembourg 800-2-2510
Norway 800-33-470
The Netherlands 0800-0991300
Portugal 707-23-23-23
The United Kingdom 0845-7-877-877
The Czech Republic 420-800-181111
Ireland 1890-99-55-00
Slovenia 080-2112
Spain 902-88-88-20
Sweden 020-788-799
Hungary 06-40-98-98-98

Arranging a pick up online.
If scheduling a collection with UPS online, please complete the brief form on UPS site. Please see some extra guidance below:
1. Shipping label questions - enter the tracking number without any spaces as shown on your pre-paid UPS label.
2. Collection information and location - you do not need to enter a UPS account number, please leave this field blank.
3. Service and package information - please enter the number of packages you are returning and calculate the combined weight of your packages (a pair of shoes is roughly 1kg). Choose the shipping service which is ‘UPS International Service’, then under that heading ‘UPS Standard’.
4. Collection date and time - 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. This collection service is FREE to all customers who have a valid UPS return label.

Package your return into the box and stick the return shipping label on it (we suggest taking a note of your return tracking number so that you could trace it).

Hand the parcel to the courier at the agreed time and place.

We will process your refund and credit your original form of payment within 10 business days after your package is received at the warehouse.

Defective Items
For items purchased from this site, we are happy to exchange or replace items damaged in transit and/or containing a manufacturer's defect. Delivery charges incurred for such exchanges will be waived. You have 30 days to return your item/s using the prepaid UPS label. Returns must be unworn and in the condition you received them (worn returned items will not be refunded). Please note that defective items sent back to our warehouse without approval, will not be reimbursed. In order to authorize the return of a defective item, please contact us.

When can I expect my refund?
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.

How do I exchange an item?
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.

1. Place a new order online.
2. Follow our return instructions to send back the original item for a refund.

Click here for more information on returns and exchanges.

What happens to my welcome code if I decide to return or cancel the order?
If you have returned an order which you placed using your 15% welcome code, you will be provided with a new one. To receive the replacement voucher code please contact Customer Care here.


Do I need to set up an account to order online?
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 With this account, you can keep track of your order history, enjoy faster checkout and store multiple shipping addresses.

If you would like to set up an account, please click here.

I forgot my password, what should I do?
Please click on below link to reset your password:
Reset Your Password

Will you rent my name and contact information to other companies?
At New Balance, we value your privacy. We do not sell your contact information to other companies. You can feel safe entering your contact information on our website. Please review our Privacy Notice for more information.

Why is my order not showing in my account?
It may take a few minutes for an order to show in your account. If the order does not show in your account immediately after being placed, please check again later. If you have created your user account after order placement the order will not show up in your account.

How do I delete my customer account?
We are sorry to hear that you’d like to delete your account. In order to process this request, please contact our Customer Care team here and a member of our team will be happy to assist you. Please provide your full name, as well as the email address you used to sign up with.


What payment methods do you accept?
Click here for more information on payment options.

How do I know your site is safe?
New Balance takes credit card information security seriously. To ensure the information you provide online is secure during transmission, we employ leading edge encryption technology and Secure Socket Layers (SSL) while processing any personal information you supply. These controls are certified by DigiCert®, a leading Internet security company. Learn more about Secure Shopping.


When will I receive my NB1 shoes?
NB1 orders will be made for you and delivered in 3 weeks by UPS World Ease. For more information on the delivery of your NB1 order, please contact our Customer Care.

Can I add special characters to my NB1 order?
The following symbols can be added to your NB1 shoes: ! @ # $ % & ( ) _ : " ? \ = , / . { } ] - ; '. Personalisation on custom shoes only allows certain characters to be entered. Typically 8 characters are allowed on the back or sides of shoes or on the tongues of certain models. Certain characters are considered invalid. Please note that special characters other than the ones shown above cannot be added to your NB1 shoes. Start designing your NB1s today!

Why hasn't my chosen message been accepted?
New Balance does not allow the use of profanity or trademarked words on your NB1 shoes. We reserve the right to decline any requested personalisation message or screen name that includes profanity, slander, trademarks or any other violations not consistent with New Balance Athletics. Using a trademarked term on your NB1 order could delay your order by several days.

Why has my NB1 order been cancelled?
New Balance reserves the right to hold or cancel any order for suspected fraud.

Can I return my NB1 Customised shoes?
New Balance stands behind the quality of its products, and we follow strict guidelines for quality control, extensively testing every shoe before releasing it to the public.

Unfortunately, we cannot accept returns on NB1 products as they were made just for you.
While it is not common, it is possible an error occurred while producing your pair of custom shoes, in this case please contact our Customer Care.

The colours of my NB1 shoe are not the ones I ordered. How is this possible?
Colour varies between materials. Our site shows a very close representation of what your shoes will look like. However, because it is a digital representation, we expect there will be some variation between your screen and the product.

Can I cancel an NB1 order?
The construction process starts as soon as the order is placed and we are unable to make changes or cancel your custom order.

Corporate & Retail

I am looking for a style that is not on your website. Can you help me locate it?
New Balance offers the widest selection of New Balance shoes available anywhere, but typically focuses on premier and popular styles in each category. Our site lists all available styles and sizes. If your size isn't listed, it's currently not in stock. New Balance products are also found in over 500 retailer locations across the UK. You can locate a style/size that is not online by using our Store Locator. Please know that stock levels and available style will vary by store location and retailer – and we suggest calling ahead to confirm availability.

I bought a NB product in a store and I think it is defective. What should I do?
New Balance stands behind the quality of its products and we follow strict guidelines for quality control. If you think your item has not performed as expected or is defective, please return it to the retailer where it was purchased. They will be able to assist you further.

How do I apply for a job at New Balance?
We are dedicated to creating a strong, lasting and productive relationship with our associates built upon our foundational commitment to helping each associate realize their full potential as they grow throughout their careers. To that end, we are happy to reward our associates with industry-leading benefits and development opportunities, which support their health, wealth and overall well-being. Please visit Careers to learn more.

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