FAQ

Is it possible to exchange sizes?

We do not accept size exchanges. If you wish to exchange an item, please return it and place a new order for the size you require.

How can I return an item?

Please see here for return instructions.

Q.What is your return policy?

[Unused items only] You can return the item if you contact us within 14 days of the product's shipping date.
*Customers are responsible for shipping and transfer fees for returns.

However, please note that the following items cannot be returned:

・Lottery sales items
- Products that have been shipped more than 15 days ago
・If the product becomes soiled while in the customer's possession (products that have sweat or odor, or become dirty or scratched)
- Products that have been used once (e.g. shoes worn outside (including try-ons), opened socks, insoles, shoelaces, etc.)
- Items with missing or damaged tags, instruction manuals, shoe boxes, rice paper, shoe stuffing, product packaging, etc.
- Apparel and accessories worn directly on the skin
- Products that have been damaged by sweat, soiled, smelly, cleaned, hemmed, or have had names inscribed or altered by the customer
・Special order items (NB1 customized shoes)
- Products that state "No returns" on the product page
・Hygiene products such as masks and underwear

【please】
*When trying on apparel and accessories, please be careful not to let smells of fabric softener, tobacco, makeup, perfume, etc. come into contact with the items.
*Please refrain from trying on bra tops, tights, socks, hats, wristbands, etc.

I threw away the tag and instruction manual. Can I return it?

In principle, we will not accept returns if the tags, instruction manuals, or other enclosed items are lost or damaged.
Please leave the tags on when trying on the clothes.

How many days after arrival can I return the item?

[Only for unused items] Within 14 days from the product shipping date.
*Customers are responsible for shipping and transfer fees for returns.

Can I return sale items?

Yes, you can. However, this does not apply to products that are marked "non-returnable" on the product page.
Bulk purchase sale items cannot be returned.

When will the refund be made?

Once we have received the returned item, we will refund you within 7 business days.
*Depending on the situation, such as peak season, it may take 8 to 14 business days.
*We do not notify you when your refund has been completed, so if you would like to receive a refund, please contact customer care.

What refund options are available?

It depends on the payment method you choose when placing your order.
Please see here for refund instructions.

If I purchase something on cash on delivery and then get a refund, what does the refund via "CASHPOST" mean?

"CASH POST" is a service that allows you to send money to customers with only the minimum necessary personal information.
Customers can simply call, email, or write their account information on the return card, eliminating the need to contact us.
You can specify the refund destination, so you can use it with peace of mind.

Please tell me how to get a refund and receive it via "CASH POST".

There is no need for you to contact us with your account details. All you need is the email address you used when placing your order. We will process the return after confirming the returned item.
After receiving the refund email, please follow the steps below.

①You will receive an email from our online store regarding the CASHPOST refund procedure.

②Please access the receipt procedure screen from the URL provided and choose your preferred receipt method.

3) Receive your refund via the method you selected.
How to receive by bank transfer Click here
How to receive at Lawson Click here
How to receive money at Seven Bank Click here

*Please check your spam settings. Please make sure you can receive emails from @newbalance.jp.
* In the case of refunds via CASHPOST, a fee of 330 yen (tax included) will be deducted from the refund amount.
*The valid period for receipt is within 2 weeks from the arrival of the refund procedure email.

What happens to the points I used for a purchase if I return it?

Points will be returned to you once the refund is complete.

What happens if I return the d points I used for a purchase using d Pay (Docomo carrier payment)?

The d points used will be returned to you once the refund is completed.
d Points used cannot be refunded by any means other than a refund, such as bank transfer.
Please note that even if the points were valid at the time of ordering, if the points used at the time of refund have expired or if they have expired due to cancellation of your d ACCOUNT, they will not be refunded for any reason.

If I purchase something with a debit card, what happens if I return it?

If you use a debit card, the amount will be debited from your account immediately at the time of ordering (at the time of credit approval).
Although it depends on each debit card, when you return an item, it may take 1-2 weeks for the data information to reach the credit card company after the refund process is complete.
If the sales transaction is processed with an amount different from the amount at the time of authorization, double withdrawals may occur. The amount at the time of authorization will be refunded at a later date, although it will take time for the bank to process the extra amount.
[Please note] We cannot cancel orders after they have been placed. However, if you cancel an order, due to system limitations, it may take 45 to 70 days (however this may vary depending on the card company) to refund your payment after the cancellation date.

What kind of service is it?

To alleviate any concerns you may have about size when choosing athletic shoes or apparel products, we offer a free return service for athletic shoes and free return service for apparel, allowing you to try on shoes at home and return them at your leisure.
The only thing that will be free is the shipping fee for returns.
If you have already paid by cash on delivery or Kuroneko payment on delivery, the CASHPOST fee for refunds will also be free.
By applying on your My Page, you will not need to fill out a shipping slip, and the item will be accepted on a cash-on-delivery basis. You can have the item collected, or take it to a Yamato office or convenience store, and then a shipping slip will be issued and you can proceed with the return.
For details on free returns on athletic shoes, Here
For details on free apparel returns, Here

Q.What is your return policy?

The terms and conditions are the same as for regular returns, but you can only apply for the return of the applicable product on My Page. If you have purchased an applicable product, the return request button will be displayed for that product on the purchase history details page on My Page.
However, please note that we cannot accept returns in the following cases, even if the product is eligible for return.

- Products that have been shipped more than 15 days ago
・If the product becomes soiled while in the customer's possession (products that have sweat or odor, or become dirty or scratched)
・Products that have been worn outside
- Items with missing or damaged tags, instruction manuals, shoe boxes, rice paper, shoe stuffing, product packaging, etc.
- Apparel and accessories worn directly on the skin
・Products that have "non-returnable" written on the product page
【 please 】
*When trying on apparel and accessories, please try them on over your underwear or other clothing and be careful not to let smells of fabric softener, tobacco, makeup, perfume, etc. come into contact with the products.
*Please refrain from trying on hygiene items such as bra tops, tights, socks, hats, and wristbands.
*We cannot accept returns of hygiene products such as masks and underwear due to customer convenience.

How do I request a return from my page?

After logging in, go to the purchase history details page in your My Page and proceed to submit your return request.
The button will only appear on eligible items if you have purchased an item that is eligible for return.
Please enter the necessary information on the return request input screen and submit your request.
After submitting your return request, if the item you wish to return is in "Return in progress" status on the purchase history details screen, your request is complete.

What is the reservation password for the return request entry screen? Where can I find it?

This is necessary if you are unable to scan the QR code. You can also print out the slip by entering the number shown under the QR code and the numeric password you set on the return request screen into the terminal.

Your reservation password will not be listed on your My Page or in the return request completion email, so be sure to make a note of it.

The return request button is not displayed on my page.

If the product is not eligible, the button will not be displayed. Also, if 14 days have passed since the shipping date, the return deadline has passed, so the button will not be displayed.

What should I do if I purchase multiple items and some of them are eligible items and some are regular items?

Please submit a return request for the applicable item on your "my page", then list all the items you wish to return on the return card and return them together.
Once we receive your item, we will collect all the items and process the return. If you are unsure, please contact Customer Care by email or phone to inform us of your return request.

Please tell me how to bring it to a Yamato Transport office or a convenience store (Family Mart)

After packing the item you wish to return, please bring it to the branch office or convenience store (Family Mart) you selected.
*Since the shoe box is also part of the product, we cannot accept returns if you return the item by attaching the shipping label directly to the shoe box.
*Depending on the size of the box, please use the cardboard box that the product arrives in.

When bringing the item to a Yamato Transport office
Scan the QR code with the terminal installed in the store and send your package.
Note: If you are unable to scan the QR code, please enter the number and password below the QR code into the device.
Bringing it to a convenience store (Family Mart)
The ticket will be issued using the QR code at the FamiPort in the store. Please bring the "FamiPort application ticket" to the cash register within 30 minutes.
Please receive the shipping slip and special envelope, attach them to your package yourself, and then hand the package over to a store staff member.
How to use FamiPort Here

What is the process for Yamato Transport collection?

The driver will bring a pre-filled shipping label with him when he comes to collect the package, so there is no need to prepare one. Please pack your package and wait for the driver to pick it up.
Note: If you select pickup, we cannot accept deliveries to convenience stores or offices. Please specify your home, workplace, etc. as the pickup address.
*Since the shoe box is also part of the product, we cannot accept returns if you return the item by attaching the shipping label directly to the shoe box.
*Depending on the size of the box, please use the cardboard box that the product arrives in.

What should I do if the product I purchased is defective?

If the product you receive is damaged, dirty, or has any other quality issues, or if the product you receive is different from the product you ordered, please contact us using the inquiry form.
Please return the product within 14 days of delivery, postage prepaid.
Please use Yamato Transport to return the item as payment on delivery is required.
*Please note that if the exchangeable item (same item, same size only) is out of stock, we may have to refund the product price.

Who should I contact to inform me of a return? What is the return address?

Inquiry form Please contact us.

【Return address】
〒277-0804
New Balance Japan DC iMission's Park Kashiwa 2, 7-1 Shinjuyoni, Kashiwa City, Chiba Prefecture
[New Balance Official Online Store] Product Return Department
*Please be sure to write [New Balance Official Online Store] in the address field.