Free shipping on orders over 5,000 yen (tax included)!
At the New Balance official online store,
In order to eliminate your concerns about the size of your apparel and bags,
Fit at home and return easily
Free return service for apparel and bags now available!
* Only if the return is made in accordance with the return conditions and usage method specified in this service.
Recommended for these situations
Even if you don't have time to go to the store, you can take your time checking the fitting and size in the comfort of your own home.
If you are unsure which size to choose, buy two and try them on to find the one that fits you best.*The full amount will be charged at once, and the difference will be refunded after the return.
Even when you're unsure about the functionality or design of your apparel or bag, you'll be able to find the item that's best suited to you.
Please check before returning the item
*Please note that the following items cannot be returned.
- Products that have been shipped more than 15 days ago
- If the product becomes soiled while in the customer's possession (if the product becomes soiled, dirty, or scratched, or if sweat or odor has accumulated on it)
・ Products used as outerwear
- Items with missing or damaged tags, instruction manuals, or packaging
- Products that have the notation "No returns" on the product page
・ Products eligible for bulk purchase campaign
In addition, we may refuse your application for products other than those listed above if you use the service more than five times a month or depending on other usage conditions.
【 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.
Return and refund process
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 be displayed if you have purchased an item that is eligible for return.
* After logging in, your purchase history will be displayed.
Enter the necessary information on the return request input screen and submit the request.
*Only products eligible for free returns will be displayed.
After submitting the return request, the item you wish to return will be displayed on the purchase history details screen.
If the status is "Return in progress," your application is complete.
*A reservation password is required. This is required if you are unable to scan the QR code.
You can also print the receipt by entering the number below the QR code and the numeric password that you set on the return request screen into the installed 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.
Customers must bring their own luggage
※Convenience stores accept payment at FamilyMart
A driver will collect your items at the specified location and time.
After confirming the returned product,
We will process your refund within 7 business days.
*Please note that we are currently not able to notify you when your refund has been completed.
Refunds will be made via CASHPOST, a refund system provided by E-CONTEXT Co., Ltd.
You can choose to receive your money via bank transfer, pick up at a Lawson store, or pick up at Seven Bank.
Please wait for the refund procedure email from CASHPOST.
The valid period for receipt is within 2 weeks from the arrival of the refund procedure email.
Refunds will be processed by canceling your credit card payment.
Please note that due to factors such as the closing date of your credit card company, the payment may be debited once, but the amount will be refunded from the following month onwards.
For more details, please check the statement issued by your credit card company.
[Before payment]
After we have confirmed the returned items, we will cancel the payment. If you have returned only some of the items in your order, we will reissue an invoice for the amount of the returned items after we have confirmed the returned items. Please pay using the new invoice.
[After payment]
Once we have confirmed the returned item, we will process the payment via bank transfer.
*We will cover the bank transfer fee.
*Transfers take approximately 7 business days, excluding weekends and holidays.
Refund details will be provided by Amazon Pay.
Refunds will be provided by dPayment.
Merpay will provide you with information regarding the refund.
Refund details will be provided by PayPay.
Regarding refunds, you will be contacted by PaIdy.
Phone number: 0120-577-235
Business hours: 9:30-17:00 (excluding weekends, holidays, and our company holidays)
Inquiry form: https://shop.newbalance.jp/shop/contact/contact.aspx