Inquiries by email (Official Online Store/Online Outlet)

Please select the appropriate item below and contact us.

・myNB member login, email newsletter, member information inquiries

・Inquiries regarding listed products and the contents of the official website

・Inquiries regarding ordering, coupons, and campaigns

・Shipping inquiries

・Return notices and inquiries regarding returns

・About NEW BALANCE TEAMORDER

Depending on the items and contents of your selections, it may take some time, or we may contact you by phone or from a department other than the official online store/online outlet.



Inquiry form

* Responses to emails will be sent during our business hours (weekdays 9:30-17:00).

*Please note that inquiries made after 5:00 p.m. on weekdays, on Saturdays, Sundays, national holidays, and on our company holidays will be responded to on the next business day or later.

*If you have any inquiries after placing your order, please include your order ID.

*Depending on the content of your inquiry, it may take some time for us to respond.

*We are unable to respond to inquiries from corporate customers for sales purposes or other questions.

Telephone Inquiries (Official Online Store Customer Care)

We are experiencing a high volume of phone enquiries and are having difficulty getting through.

Even if you try calling again after a while, it may be difficult to get through.

We deeply apologize for any inconvenience caused. Please also use the inquiry form above.

0120-577-235

(Please be careful not to dial the wrong toll-free number.)

【Reception Time】

9:30-17:00 (Excluding Saturdays, Sundays, public holidays, and our company holidays)

[High volume days and times]

Monday morning

● Weekdays after consecutive holidays

*We request that callers’ phone numbers be visible through caller ID. If your number is set to not be visible, please dial “186” at the beginning of the phone number.

*Please note that this call is being recorded to improve quality and to confirm details pertaining to the call’s inquiry.

Products purchased at stores other than the official online store,

For inquiries regarding repairs, etc., please contact us at the following desk.

*Please note that we are unable to answer any inquiries regarding orders or billing on the online store.

Telephone Inquiries (Customer Service Center)

■Information on products purchased outside of our online store, products currently available for sale, or retailers, as well as comments and requests

0120-85-7120

(Please be careful not to dial the wrong toll-free number.)

[Business days (telephone reception days), telephone reception hours]

● Business days: Monday to Friday (excluding Saturdays, Sundays, holidays, and our company holidays)

●Telephone reception hours: 11:00-13:00 / 14:00-16:00

Email Inquiries (Customer Service Center)



Please select the appropriate item below and contact us.

・Information on products and retailers currently on sale

・Inquiries regarding purchased products

・Other inquiries

Depending on the items you select and the content of your inquiry, it may take some time to respond, or we may contact you by phone or from a department other than our Customer Service Center.

Inquiry form

*If you have any inquiries after your purchase, please include the name of the store where you made the purchase, the address, and the date of purchase in your inquiry.

*We will respond to emails within two business days.

*Depending on the content of your inquiry, it may take some time to respond, or we may contact you by phone or from a department other than the Customer Service Center.

*We are unable to respond to inquiries regarding business purposes.

Please contact the "New Balance Repair Service Office" below (*2) for any inquiries or requests for information regarding the "Shoe Repair Service (*1) All-Sole Replacement Repair", a service we provide (for a fee) to individual users.

*1 We only offer sole replacement repairs; other repairs are not accepted.

*2 We do not have an email office. We only accept phone inquiries.

■New Balance Repair Service Office

0120-85-0266

Business hours: Weekdays 10:00-17:00 (excluding New Year's holidays, Saturdays, Sundays, and public holidays)

(Please be careful not to dial the wrong toll-free number.)

【Please Note】

◎The all-sole replacement repair performed by our shoe repair service involves replacing the sole unit of your precious shoes when they can no longer be worn due to worn-out soles or deterioration of the midsole material.

◎Due to the need to prepare repair parts, our shoe repair service is only available for some models (product numbers). Please be sure to check here for models eligible for repair service before contacting us.

◎The shoe repair service may suspend orders or terminate service without notice depending on the supply situation of repair parts and order status.

*Please note that the above information may be subject to change without prior notice depending on future social conditions.

*We only accept reservations by phone.

*We request that callers’ phone numbers be visible through caller ID. If your number is set to not be visible, please dial “186” at the beginning of the phone number.

*Please note that this call is being recorded to improve quality and to confirm details pertaining to the call’s inquiry.

FAQ

We have compiled a list of inquiries from customers. For more information, please click here.