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FAQ
We have put together a list of frequently asked questions. We have compiled the frequently asked questions in the Q&A section. Please feel free to refer to it.
Inquiries about the New Balance Official Online Store■Click here to contact us for more information about how to order from this site, the latest news, and products we offer
About the New Balance Official Online Store
inquiry■Click here to contact us for more information about how to order from this site, the latest news, and products we offer
Inquiries by email (Inquiries are only available through the official online store)- Official Online Store
Inquiry form
* We will respond via 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 receive responses 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.
We are unable to answer inquiries regarding sales outlets or repairs via this inquiry form.
Please contact New Balance Japan Customer Service by telephone at the number listed below.
*Please note that our opening hours have currently changed.
Telephone Inquiries (Official Online Store Customer Care)- We are currently experiencing a high volume of calls and wait times are longer than expected.
Customers may be asked to wait on hold even if they call back at a later time.
We sincerely apologize for any inconvenience this may cause. Please also use the inquiry form above.
(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 mornings
●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.
New Balance Japan Co., Ltd. Customer Service Center■For inquiries about our retail partners, repairs, and products purchased in stores or other sites (other companies' websites), please click here
New Balance Japan Co., Ltd.
Customer Service Center■For inquiries about our retail partners, repairs, and products purchased in stores or other sites (other companies' websites), please click here
- 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)
- 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 inquiries by phone. -
- ■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】
- ◎Our shoe repair service offers an all-sole replacement repair that includes changing the sole unit of customers’ shoes that are no longer fit for wear because of worn-out soles or breakdown of the material in the midsole.
◎Due to the need to prepare repair parts, our shoe repair service is only available for some models (product numbers). The models eligible for the repair service are as follows: Here Please be sure to check the above 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.
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.
*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.
- 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: Weekdays, Monday to Friday (*excluding Saturdays, Sundays, holidays, and company holidays)
●Telephone reception hours: 11:00-13:00 / 14:00-16:00>
- Email Inquiries (Customer Service Center)
- 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 inquiries by phone. -
- ■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】
- ◎Our shoe repair service offers an all-sole replacement repair that includes changing the sole unit of customers’ shoes that are no longer fit for wear because of worn-out soles or breakdown of the material in the midsole.
◎Due to the need to prepare repair parts, our shoe repair service is only available for some models (product numbers). The models eligible for the repair service are as follows: Here Please be sure to check the above 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.
For inquiries regarding products purchased at stores other than the official online store,
repairs, etc., please contact us at the following.
*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.
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