Returns

At New Balance, we want you to be happy with your purchase. If you are not satisfied with your purchase for any reason, we offer 60 day free returns on most full price and reduced merchandise.

  • Item(s) must be unworn, in new condition with original box or packaging and tags. Items marked as final sale cannot be returned unless deemed faulty.
  • Visit the returns portal via this link, follow the prompts and print your return label to secure on your return parcel.
  • Drop off parcel at your local post office within 60 days of receiving your order. Return postage is free if within an New Zealand location.

Please note: The online return address is not a retail location, all returns must be posted and cannot be visited in person.

Start Your Return

Click the link below to visit the returns portal. Follow the prompts and print your return label to secure on your return parcel.

Start your return

Customer Care

Need help? Call our customer care department - (0800) 764-902

Mon - Fri: 9:00 AM - 5:00 PM (NZDT)

Sat - Sun: Closed.

FAQs

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.

We currently do not offer exchanges online. 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 on (0800) 764-902 or email nbwebnz.cservice@newbalance.com.

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 (0800) 764-902.

Online orders cannot be returned in store and must be sent back by following the return instructions above.