Returns

Need help? Call our customer care department.

MON - FRI: 8:30 AM - 5 PM (NZST)
Closed Saturday & Sunday
Free Returns

EXTENDED UNCONDITIONAL RETURN POLICY

 

New Balance is so committed to your 100% satisfaction, we guarantee it! With uncertainty around lockdowns and shipping carrier delays, we have extended our returns policy for online orders. If you are not satisfied with your purchase, simply return it within 60 days of receiving your order for a hassle-free refund.

Returns

 

Simply complete the returns form you received with your item, ensuring you include your original order number. Package the item and the form together and address the package to the below Freepost address. Your return is free when you use this freepost address. Then drop your package off at your local post office.
 

Please note that New Balance cannot process your refund without your order number. If you have lost your order number, please contact our Customer Care team on (0800) 764-902 or email nbwebnz.cservice@newbalance.com.

 

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.

 

Refunds

 

 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.

 

Damaged or Defective Items

 

We are happy to refund all items damaged in transit and/or containing a manufacturer's defect. Delivery charges incurred will be waived. Please contact Customer Care at (1800) 953-074.

 

Exchanges

 

We currently do not offer exchanges for online orders. Please follow the returns process and initiate a new separate order online. For items purchased on promotion and in need of a different size, please contact customer care for assistance to place a new order at the same purchase price on (0800) 764-902 or email nbwebnz.cservice@newbalance.com.