Please allow at least 10 business days, after we receive your package, to process your refund and credit your original form of payment.

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. 

• 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. 

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. 

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 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.

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.