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

´╗┐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

Please ship your return & return form to:

FreePost Number 212830

New Balance New Zealand Ltd

C/- DSL Logistics Ltd

PO Box 201080

Auckland 2150

Please note this address is not a retail location, all returns must be shipped. No drop-offs please.

Need help? Call our customer care department.

(0800) 764-902

MON - FRI: 9:00 AM - 5:00 PM (NZDT)

SAT - SUN: Closed.


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 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

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

New Balance stores operate separately to

They will not process a refund for an online item. We recommend following our free returns guide.