Returns

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 and are unable to print it, 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:

Retrieve Label

1. RETRIEVE LABEL

Find your prepaid return label in the original package. If you have received multiple packages, you will find one return label per package. 

If you don't have your return label, print a label and follow the next steps.

Print my label
pack

2. PACK

Place the item(s) you’d like to return, in the original 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.
  • 60 days return policy is valid only for purchases made between November 1st and December 31st 2023.
  • 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