Returns

If you’re not 100% satisfied with your purchase, you can return your items for free within 30 days of the delivery date of your order.

We aim to process refunds as soon as possible, however, 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.

If you don't have your return label, please move to the bottom of this page, and follow the "I don't have a return label" instruction.



To make your return, just follow these simple steps:

In a New Balance store

Return to a New Balance store

Pack your items in the original box and make sure you have the return label with you.

Only stores showing Web Returns are eligible. Please use the locator link below to find your closest New Balance store. 

Find a store

Ship your return

To make your return with UPS, just follow these simple steps: 

Retrieve Label

1. RETRIEVE LABEL

Find your prepaid return label in the original package. 

For orders delivered in multiple packages, use the label that came with each package. When returning multiple items that arrived in one package, these can be returned using one label and one box.  

pack

2. PACK

Place the item(s) you’d like to return, in the original package or a suitable alternative. When returning shoes, place them also inside their original shoe box within your package.

attach label

3. ATTACH LABEL

Attach the prepaid return label to the package, over or in place of the original delivery label.

Please take note of the tracking ID (long number) on this label so you can track the progress of your return.

drop off or have collected

4. DROP OFF OR HAVE COLLECTED

Take the package to your preferred UPS drop off point.

You can find a list of UPS drop off points by clicking this link.

You can also schedule a collection of your UPS return package by clicking this link.

UPS Drop off points
Refund

5. REFUND

Once we have received, approved, and processed 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 for up to 5 working days for the refund to appear in your account. 

To reimburse you fully, these conditions must be met:

  • The items are returned to us unworn, clean, and free of damage.
  • The original labels are attached to the apparel items.
  • The return is done with our carrier UPS.
  • Footwear is returned in the original shoe box.

New Balance reserves the right to not refund or return to sender any orders that do not meet one or more of these conditions.

FAQ

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 first.

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

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

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

Please contact our Customer Service department via chat.

Mon - Fri 9AM - 8PM (CET)

Sat 9AM - 1PM (CET)

Sun Closed