Customer Care

30 Day Unconditional Return Policy


New Balance is so committed to your 100% satisfaction, we guarantee it! If you are not satisfied with your purchase, simply return it within 30 days of receiving your order for a hassle-free refund.

Return Instructions

  • Call Customer Care at 0800-451-063 or email us to obtain a Return Authorisation Number.
  • Enter your Return Authorisation Number on your return label on the enclosed packing slip and attach to your return shipment. New Balance cannot process items returned without a legible Return Authorisation Number.
  • Drop off your item at your local post drop within 30 days of receiving your order. Return shipping is free when you use the return label enclosed in your package.


Once your returned merchandise is received, we will credit your original form of payment. Refunds will be credited for the purchase price along with any applicable taxes. Please allow 5-10 business days after receipt of your package to process your refund and for the credit to reflect on your account statement.

Please ship your return merchandise to:

FreePost Number 212830
New Balance New Zealand Ltd
C/- DSL Logistics Ltd
PO Box 201080
Auckland 2150

Important: This address is not a retail location, all returns must be shipped. No drop-offs please.

Damaged or Defective Items

We are happy to replace all items damaged in transit and/or containing a manufacturer's defect. Delivery charges incurred will be waived. Please contact Customer Care at 0800-451-063.

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