Free shipping on orders over 5,000 yen (tax included)!

We will give shape to customer feedback.

Always use
thank you.

We aim to create a website that is easy for customers to use and understand.
We will use each and every one of your kind comments as encouragement and improvement.
We are never satisfied with the status quo and always listen sincerely to what our customers have to say.

Below we introduce some examples of improvements that have been made based on customer opinions and requests.

New Balance official online store and outlets are:
We will continue to work hard to provide you with a pleasant shopping experience.

All the management staff look forward to hearing your opinions.

*The content is from the time of publication and services may differ from the current situation.

2024 Improvement Examples

2024.7 (NEW)
customer's voice

I wish the myNB points would be awarded faster. Even if I want to wait until the points are awarded before buying something, it looks like the items will be out of stock in a month.


Regarding the myNB points award period, which we have received multiple opinions from you, the award period has been shortened from July 1, 2024. You will be able to get more value out of your next purchase, so please take this opportunity to enjoy shopping at the official New Balance store.

1. Shopping at the New Balance Official Store (physical store)
Period until myNB points are awarded
・Until June 30, 2024: myNB points will be awarded 30 days after purchase.
・From July 1, 2024: myNB points will be awarded 14 days after the purchase date.

2. Shopping at New Balance official online store and official online outlet
Period until myNB points are awarded
・Until June 30, 2024: myNB points will be awarded 30 days after the product you purchased is shipped.
・From July 1, 2024: myNB points will be awarded 14 days after the product you purchased is shipped.

The official New Balance store will continue to strive to provide you with a pleasant shopping experience.

NEW BALANCE
2024.6 (NEW)
customer's voice

[Direct store] When I visit the store, the only way to get there is via a map, so I don't know where the nearest station is or whether there is a parking lot.


The map alone made it difficult to find the nearest station, and the directions were insufficient.
We have added information about the nearest station and affiliated parking lots to the introduction page for each store.
The store search page is here.

NEW BALANCE
2024.6 (NEW)
customer's voice

I bought an insole but I'm worried about cutting it. Please tell me how to do it.


New Balance insoles are functional insoles that support your everyday life and sports in a comfortable manner.
Please consider replacing your existing insoles with these for a more comfortable fit.
Here is an introduction to the insoles.
The insoles can be cut to fit multiple sizes.
First, remove the insole that comes with the shoe, match the heel with the separately sold insole, mark it with a ballpoint pen or something similar, and then cut it out.
When aligning your heels, if the included insole is cup-shaped, overlap it on the front, and if the included insole is flat, overlap it on the bottom of your opposite foot.
Please refer to this link for video instructions on how to adjust the size and cut the product.

NEW BALANCE
2024.5 (NEW)
customer's voice

How should I write a review? I want to make it as helpful as possible, so is there a good way to write it?


We have received many product reviews from many customers. Thank you very much.
We have guidelines, but we would be happy to hear your impressions after actually using the product.
When selecting products from the online store, please refer to the images, so there may be discrepancies in the actual color, texture, etc. If you can be honest with us, we hope that other customers will also find it helpful.
We also recommend comparing the size with your own size (My Size) to help you choose the right size.
for example···
・I usually wear size 24cm, but it looked slim, so I went up a size and it fit just right.
-I got a size L but it was an oversize so I went down to a size M.
We would be very grateful for any criteria you may have for selection.
*Please note that we may not be able to publish comparisons with other companies.

NEW BALANCE
2024.4 (NEW)
customer's voice

Regarding import sizes, the size of the product I received was wrong. The invoice and tag say the order size is [L], but the collar of the product says [M]. Is this correct?


As stated in the size chart, our sizes vary by gender, import, and Japan. Sizes may also vary depending on the design, such as overfit.
For imported sizes, a pop-up Size & Fit Guide will be displayed on the page so you can use it as a reference for your size.
Please click here for more details.
[Explanation about tags]
For overseas model products with imported sizes, we create product tags (paper tags) based on the Japanese sizes. The sizes selected in our online store/outlet are also product tags (paper tags).
The collar and washing tags attached to the products (the location of the tags varies depending on the product) are labeled with the overseas size [M], and the JPN size is labeled separately as [JPN-L].
If you order [L], the collar and washing tag of the product itself will be marked as the import size [M].
We apologize for any confusion caused by the confusing size information, but please use this as a reference.

NEW BALANCE
2024.4 (NEW)
customer's voice

Since it's in Japanese, I don't really understand the explanation regarding returns and am having trouble.


To enable more customers to use the site safely and conveniently, we have launched a multilingual service that allows access to the site in English, Chinese, and Korean.
By making product information, order screens, and usage guide pages available in multiple languages, more customers can browse the site comfortably.
*The page displayed has been translated by an automatic translation system. The automatic translation function is not 100% accurate.
* Words such as proper nouns may not be translated correctly.
*Please note that some pages are not available in multiple languages.
*Not compatible with the "NB Shop" app.
Please check here for information on how to set up and use the multilingual function.

NEW BALANCE
2024.4 (NEW)
customer's voice

If I return an order that I used a coupon on, what happens to the coupon? Can I reuse the coupon?

Once you have used a coupon and completed payment, the coupon will be marked as used in the system and cannot be reused.
Therefore, after returning an item, the coupon cannot be reused for a new purchase.
In addition, if you purchase multiple items and then return some of the items, the coupon will not be applicable if the total amount of your order falls below the terms of use.
Please click here for more details.

NEW BALANCE
2024.3
customer's voice

It's spring and I want to start running, but I don't know what to choose.
Is there a summary page? I'd be grateful for any advice.

It's getting warmer, the new fiscal year is here, I've started running and am starting a new life - it's wonderful.
We have an introduction page where you can find the shoes that suit you best based on the features and appropriate level of each model.
Please click here for more details.
Also, how about some apparel that allows you to run and play sports comfortably?
We also have a page that features little-known technologies that emphasize functionality, such as comfort, rather than just design.
Please click here for more details.

NEW BALANCE
2024.3
customer's voice

Can I use emails sent at the time of purchase, such as the order completion email, as a receipt?

Regarding receipts, we received a request to see if there was an alternative to paper receipts, such as PDF or email.
As an improvement, we have added a new feature that allows the "shipment completion email" sent when the product is shipped to be used as an invoice-compatible receipt, displaying the "registration number" and "tax rate."
Please use the shipping instructions at the bottom of the page as a receipt.
If there are any discrepancies with your order, such as the addressee or price, or if you have any requests, please contact customer care.

NEW BALANCE
2024.2
customer's voice

I would like to know about AmazonPay and logging in to my Amazon account.

We have received inquiries such as, ``I want to log in with my Amazon account,'' or ``After using Amazon Pay, multiple accounts were created.''
We have put together a list of frequently asked questions regarding use of our service in the FAQ.
Please click here for more details.

NEW BALANCE
2024.2
customer's voice

I have set up gift wrapping, but where can I check? It's not mentioned in the order completion email.

We apologize for any inconvenience caused.
Currently, there is no mention of wrapping in the email, so you can check it from your order history on your My Page.
We have added instructions to the order completion email, so please check your order details in your order history.

NEW BALANCE
2024.1
customer's voice

When I pick up my parcel at a convenience store, the "Fami Locker" appears, but what kind of service is it? Are there any usage restrictions?

What is a family locker?
This service, available in some areas, allows you to collect your parcels at any time via the locker, simply by holding the issued 2D code over the Family Locker, without having to wait in line at a multi-function copier or cash register.
You can receive your parcel at any time you like, even if you are often away from home or would like to receive it at night.

When placing an order, if you select "Pick up at convenience store or Yamato Transport" as the pickup method, the Family Locker available for pickup will be displayed.
Please note that if the item cannot be stored in the Family Locker due to reasons such as there being no space available or the size being inappropriate, it will be stored at the office and may be returned to the warehouse once the collection deadline has passed.
*If you select the Family Locker option, you cannot change to picking up your item at the store register.
*Large orders, such as orders that include two or more pairs of shoes, may not be able to fit into the lockers.
*The storage period is 3 days, including the day of arrival. If the storage period expires, the product will be returned to us and your order will be canceled.
*We do not accept reshipment of cancelled items.

NEW BALANCE

2023 Improvement Examples

2023.12
customer's voice

I have a contact number for inquiries about repairs, but does it only do sole replacement repairs? Can other repairs be done?

個人ユーザー様を対象に弊社がサービス提供(有償)を行っておりますのは、オールソール交換修理のみとなります。ほかの修理は承っておりません。
オールソール交換修理とは靴底のすり減りやミッドソール素材の劣化で履けなくなったお客様の大切なシューズの【ソールユニットを交換する修理】です。
お問い合わせや資料請求につきましては、下記「ニューバランスリペアサービス事務局」までご連絡ください。
■ニューバランスリペアサービス事務局
電話番号:0120-85-0266
営業時間:平日10:00~17:00(年末年始、土、日、祝日を除く)
(フリーダイヤル、お電話番号のお掛け間違いにはご注意ください。)
※メール窓口はございません。お電話のみのご案内となります。
リペアサービス対象モデルにつきましてはこちらから必ずお確かめのうえ、ご連絡ください。

NEW BALANCE
2023.12
customer's voice

I am using the insole chart as a reference. Does the marking on the chart indicate that the ★ is the best?

On the insole special page, there is a chart that shows you how to use the insoles according to your situation. For more information, please click here.
There was no explanation for the marks, and they were displayed as [〇 /◎ /★], making it difficult to understand whether they were "excellent," "good," or "passable."
In response to your feedback, we have changed the way we display recommendations to show the number of stars. The more stars there are, the more recommended it is!

NEW BALANCE
2023.11
customer's voice

How are you dealing with the invoice system?

An itemized statement that complies with the invoice system is included, so you can use it as a receipt.
Your registration number can be found under your shop name in the top right corner of your statement.
We have also received many requests for separate handwritten receipts, so we have switched to the invoice system.
If you would like a receipt, please write your request, the recipient's name, and any notes in the receipt section of [STEP 3: Confirm your order details] during the order process.
As a general rule, invoices that are left blank or have ambiguous content such as product price or item cost will not be accepted.
Therefore, if we are unable to understand the details, we will change them to the appropriate name (shoe fee, apparel fee).
Once you have completed your order, please contact us using the inquiry form.
If the items are not yet prepared for shipping, we can include them in the same package, but if the items are already prepared for shipping or if you request this after the items have arrived, they will be sent by mail.

NEW BALANCE
2023.10
customer's voice

Comments from product reviews: I bought a backpack, but since my build is different from the model, it was too big for me. I won't return it, but I don't think I'll use it much...

Not only apparel, but bags are also part of fashion, so size is important.
I also think that size is an important factor depending on the purpose of use.
We have added "Bags" from the accessories category to the items eligible for our free return service!
Please feel free to try it out at home and return it at your convenience.
Please click here for more details.

NEW BALANCE
2023.09
customer's voice

I wanted it delivered as soon as possible, but I didn't think that not requesting it would be the quickest delivery.

If you wanted the fastest delivery possible, you could select "No preference," but based on your feedback, we have changed the options text from "No preference" to "No specified date *Shortest delivery possible."

NEW BALANCE
2023.9
customer's voice

If the item is eligible for free return service, where can I apply? Do I need to send an email?

There is no need to contact us regarding our free return service for athletic shoes and apparel.
Please go to My Page → Purchase History List → Order ID and proceed to submit your return request.
The button will be displayed if you have purchased an item that is eligible for return and is within the return period.

As an additional improvement, we have changed the order ID, which was previously difficult to see, to red, making it easier to see that it is clickable.
We have added a note below the purchase history list that states that you can submit a return request.
*This is a members-only service and is only available online.

NEW BALANCE
2023.8
customer's voice

After applying for the lottery sale, I realized that my address was incorrect. Can I change it? Can I change the store where I receive the item?

You can now change the details of your application during the lottery application period.
Please go to the lottery form page and click on the button "Click here to confirm or change your application details."
*To confirm, you will need your application email address and myNB membership ID.

NEW BALANCE
2023.8
customer's voice

Are there any tips on how to wear them when trying them on at home? I'd like some tips on how to wear them so that I don't get tired easily.

When shopping online, unlike in a store, you are able to try on and check the shoes yourself, and we recommend that you also rearrange the shoelaces to fit your feet.
You may have concerns about size even before you make a purchase.
We have created a video on how to try on shoes correctly, so please refer to it at [New Balance FITTING SERVICE].
We believe that choosing shoes that fit properly is important in order to enjoy sports and walking safely.
We will continue to upload useful content, so please look forward to it.

NEW BALANCE
2023.7
customer's voice

After the order was completed on my account page, it took a long time for the item to be shipped, and I didn't hear anything from them, so I had no idea what was going on.

We have changed the wording on the "Processing Status" page on your My Page.
There are three stages of display for shipping.
① Order completion message → [Thank you for your order. Your order has been accepted.]
② The data is sent to the warehouse, shipping preparation begins, and the display until shipping begins → [Shipping preparation will be performed at the warehouse. Please wait for a while. *Depending on the situation, such as busy periods, it may take some time until shipping.
③Shipped message → [Shipping has been completed. We look forward to your next purchase.]

*If you specify a desired delivery date and time, ② will be displayed until the item is shipped 2 to 3 business days before the specified date.
*If the shipping schedule changes during busy periods, etc., the item will remain in ② status until it is shipped.

NEW BALANCE
2023.6
customer's voice

I can't get through on the phone and the call is cut off quickly. Would it be better to email?

We are currently receiving a large number of inquiries, and our phone lines are busy, which we apologize for any inconvenience.
We conducted verification and made improvements to telephone waiting times.
Although the call tone would disconnect after a certain period of time, we have changed it to a hold tone and extended the maximum waiting time to 5 minutes.
Please feel free to contact us via chat or email.

NEW BALANCE
2023.6
customer's voice

I've received multiple emails saying the price of an item I added to my favorites has changed. Why?

An email will be sent for each product and size registered in your favorites. Therefore, multiple emails may be sent depending on the number of items registered. We have improved the email sending process to include the following explanation, such as that the email is from your "Favorite Items".

[Additional Contents]
*You will receive one email for each product and size you have registered as a favorite. Therefore, you may receive multiple emails depending on the number of items you have registered.
*If you wish to cancel, please delete the registered product from "Favorite Items" on your My Page.
*This notification email does not guarantee that you will make a purchase.
Please note that some products are in short supply and are very popular, with many customers adding them to their favorites.
Please note that once the price is changed, sizes may sell out or items may become SOLD OUT immediately.
(Stock may change depending on customer cancellations.)

NEW BALANCE
2023.5
customer's voice

I couldn't use PayPal because the number of items purchased was limited. I also wanted to use PayPay coupons because they are popular items and sometimes sell well.

Currently, d Payment, Merpay, PayPay, and Yamato deferred payment cannot be used for products with a limited number of purchases. We apologize for not being able to improve our service, but we have made improvements to display a payment alert on the cart confirmation screen before proceeding to payment.

NEW BALANCE
2023.5
customer's voice

The review posting screen was difficult to understand, and since I purchased multiple items I nearly posted the wrong review.

Thank you for posting your review. You can post a review from My Page after logging in and selecting "Write a Review" in the order details. As an improvement to the posting screen, since the explanation and guidelines between the product name and input screen were long, we have reduced it to only the necessary items and made it easier to read. We look forward to your future posts.

NEW BALANCE
2023.5
customer's voice

I haven't won any of the lottery items. Maybe it's the times, but I've seen a lot of resales, and people who really want the items can't buy them, which is frustrating.

As of Saturday, April 15, 2023, the lottery application terms and conditions have been revised to require linking your myNB account with your LINE account.

We have received a lot of feedback, including comments about high expectations, busy websites for popular products, and being unable to purchase products because people are at work when the products are released.
Starting in August 2021, we have introduced a lottery sales system exclusive to members, creating an environment where anyone who is a member can apply, rather than being first come, first served.
There have also been cases of fraudulent activity in the lottery sales, such as the creation of fraudulent accounts and the creation of a large number of accounts with variable information, so to improve this situation we are linking our LINE accounts to prevent the creation of multiple accounts.
We have received a lot of feedback, such as "It would have been nice if this product was also sold by lottery," so we will continue to take measures to meet your expectations.

NEW BALANCE
2023.4
customer's voice

I don't know the product number and I want to search by image or features, but I'm not getting many search results.
For example, I would be happy if I could search by categories such as something someone was wearing or platform shoes.

A new feature is the ability to search by hashtag. Hashtag items that match the characteristics of the product will be displayed at the bottom of the product details page to automatically categorize the content that people often search for and make it easier to search. For example, if you click on "#Rainy Day Shoes," related products that are waterproof or water-repellent will be displayed as search results. #Thick-soled shoes will result in both running shoes and lifestyle shoes, regardless of category. Please try it.

NEW BALANCE
2023.4
customer's voice

Why are basketball shoes not included in the free return service for athletic shoes? Basketball is a hard sport, and I think it's important that the shoes fit your feet. I hope they will be included in the service in the future.

Based on multiple opinions, we have added this item to the categories covered by our free return service for athletic shoes as of April 25, 2023.
Basketball shoes are very popular, and some people wear them for fashion, but for club activities and competitive players, choosing the right size is extremely important.
If you are unsure about which size or model to choose, please feel free to use our service, which allows you to purchase multiple items, try them on at home, and return them with no hassle as return shipping is free.
Please click here for more details.

NEW BALANCE
2023.3
customer's voice

Regarding the lottery sale, I'm having trouble entering my address on the application website. I hope this will be fixed soon.

We have received complaints that when applying for the lottery, it is difficult to input the numbers for the address. The lottery application site has been improved to automatically determine whether numbers are half-width or full-width.

NEW BALANCE
2023.3
customer's voice

Free shipping is a high hurdle, and when purchasing only apparel, I sometimes give up because I'm worried about the shipping costs.

We received many comments about this in our survey last year. Starting February 10, 2023, we will be offering free shipping to members only for purchases of 5,000 yen or more (tax included).
If you are a non-member (guest), shipping is free for purchases of 7,000 yen or more (tax included).
*Shoes in the kids' category on the official online store are always delivered free of charge.
*All items are shipped free of charge for members with Silver rank or above.
If the total amount of your order is 7,000 yen (including tax) (less than 5,000 yen for members), shipping costs will be 660 yen (including tax), and 1,100 yen (including tax) for Hokkaido and Okinawa Prefecture.
*If the delivery address is a remote island, we will contact you separately to inform you of the fee.

NEW BALANCE
2023.2
customer's voice

I was a little worried about purchasing online, but after seeing photos of staff wearing the item and reading detailed product descriptions, I decided to purchase it. I'm looking forward to coordinating it with other items in the future. When I see a staff member I like wearing it, I can't help but want it!

Thank you for your kind words. You can now add staff members to your favorites! Also, in staff styling, we have added a "video" that shows you the feel of the clothes and the image of the staff members. For apparel, you can feel closer to coordinating them, such as the movement of the fabric and the drape when worn casually, which is also a trend. We hope to continue to improve the site so that it will be useful for your shopping. For more information, please click here.

NEW BALANCE
2023.2
customer's voice

When I bought a New Balance top, the size was wrong and I had to return it. Is it different for fashion and sportswear, or is it the design? I think it would be difficult to tell just by looking at the size information.

We list the reference size on the product detail page, but please try our new service, unisize. unisize supports online fitting, where you can find the best size of apparel for your body type by answering a simple questionnaire of about 1 minute. You can also compare it with products you already own or have purchased in the past. * unisize is a service that compares your body with the product and suggests the perfect size. Please refer to the silhouette to select the size you prefer (loose fit, tight fit, etc.). For more information, please click here.

NEW BALANCE
2023.2
customer's voice

The cart screen is a little hard to understand, and I was unsure if the campaign was applied or not, so I wanted to consider adding products, so I would like it to be easier to see.

We have completely revamped the cart screen before proceeding to the purchase screen. We have changed the layout of the information, enlarged the product images, and improved the page so that it is easier to check the details before proceeding to purchase, such as your current available points, coupons you have, and campaigns. Each item on the order screen is also easier to see.

NEW BALANCE
customer's voice

Is there any way to pay later, like paying by invoice?

From December 16, 2021, you can now choose "pay later".
You can complete the purchase process by verifying your email address and mobile phone number at the time of ordering.
You can shop with just your email address and mobile number, no credit card required.
*You will need to enter the 4-digit verification code sent via SMS.
Multiple purchases can be paid together by the 10th of the following month.
Please refer here for details.

NEW BALANCE
customer's voice

What smart payments are available? Will there be more in the future?

Merpay is currently available at the official online store. Also, from September 8, 2021, you can now use the cashless payment service "PayPay" at both the official online store and outlet!
You can accumulate PayPay bonuses according to the payment amount with PayPay.
Please refer here for details.

NEW BALANCE
customer's voice

Is there a recommended search method? I'd like to know what products are popular.

We recommend Ranking Market. It has a function where you can enjoy various rankings, such as basic rankings such as shoes and apparel rankings, rankings perfect for the season, and store rankings from the New Balance official store.
You can also set your own preferred conditions and view the rankings!
*New Balance Official Store rankings are for myNB members only.
For more information Here Please refer to.

NEW BALANCE

Improvement examples before 2023

customer's voice

I wish there were more payment options at the outlet, I'd like to collect d points, and there are so many official options to choose from.

We have made improvements so that you can select the same payment method as the official online store at the outlet.
Amazon PAY, dPay, and Kuroneko deferred payment (convenience store payment/post office transfer) have been added.
Please refer here for details.

NEW BALANCE
customer's voice

The tax rate has increased, and when you add an item to your cart, the price changes and it's hard to tell if it's a tax-excluded price. I feel there's a discrepancy.

In accordance with the increase in the consumption tax rate from 8% to 10% on Tuesday, October 1, 2019, we have changed our price indication from "price excluding tax" to "price including tax" as of Thursday, December 5, 2019.
Example: Before: 5,000 yen + (tax) ⇒ After: 5,500 yen (tax included)
*In some news releases and previously published content, prices may be listed excluding tax.

NEW BALANCE
customer's voice

This is my first time buying online, so I'm worried about security...
I can't use the phone ordering service because I'm at work...

To enhance security, the official New Balance online store has implemented additional authentication.
In addition to entering your ID and password, you will also be required to enter a security code, which helps prevent unauthorized access to your information by anyone other than you.
If you connect from the same browser, additional authentication will be omitted from the second time onwards, so you won't have to worry about using the browser you normally use.
*If you are an existing member who registered before June 13, 2019, your membership will be set to [Do not use]. If you wish to use the service, please change your setting on My Page.

NEW BALANCE
customer's voice

It's a hassle to have to enter it every time you log in to the app.

We have made the change so that it will be reflected when you log in to the [MyNB] tab at the bottom of the app. For your convenience, please log in before shopping.

NEW BALANCE
customer's voice

When searching on a smartphone, it would be nice to be able to search just by keyword, like 996.

Just enter the number in the search window and the shoe model number and image will be displayed. It's now easier to search even if you don't know all the part numbers.

NEW BALANCE
customer's voice

I don't know how to pay for Yamato deferred payment. How can I pay? Please provide a detailed explanation on your website.

When selecting [Payment Method] on the order screen, if you select [Yamato Postpay], the following information will now be displayed.

【Display content】
For Yamato postpaid delivery, a payment slip will be sent to you by mail separately from the arrival of the product. Please pay at your nearest convenience store or post office. *The sender will be Yamato Credit Finance Co., Ltd.

NEW BALANCE
customer's voice

I can't find the reviews. I'd like them to be easier to see so I can use them as reference for my purchase.

We have changed the review display to show a 10-star rating below the cart. The reviews are also displayed with the user's size, so there are many wonderful reviews about the fit and how they felt when wearing the item. Please refer to them when making your purchase!
You can also post reviews by logging in and going to your My Page, under "Write a review" under Orders. Please write your impressions of the product you purchased and the reasons why you felt that way. We will give you 100 points!

NEW BALANCE
customer's voice

There are so many products and I'd like to know how they look when coordinated and how they feel when worn.

There is a "Staff Styling" section where staff from our directly managed stores act as models to introduce our products. At the bottom of the product details, you can also see "Styling using this product." On the following page, you can also search for your favorite style by entering search criteria.
Please click here for more details.

NEW BALANCE
customer's voice

I would like to earn more points, so I would like points to be awarded even when I use the outlet.

You can now earn points at our official online outlet!
All customers of all ranks will receive 1% of the purchase amount.
Points will be awarded 30 days after the purchase date (shipping date for online stores).
Please click here for more details.

NEW BALANCE
customer's voice

It's difficult to go shopping in stores these days, so I want to buy things online, but I'm worried about purchasing because I can't try them on.
Especially when it comes to running shoes, there are so many different types and I want to check the size...

We have launched a new free return service for athletic shoes, available exclusively to myNB members.
This service allows you to try on shoes at home and easily return them to eliminate any concerns you may have about the size of your athletic shoes.
If you don't have time to go to the store, you can take your time getting fitted in the comfort of your own home.
If you are unsure about which size and width to choose, we recommend that you purchase two pairs and try them out. You can then choose the pair that fits you best. *You will be charged the full amount once, and the difference will be refunded after you return the item.
You can also request a return from the purchase history details page in your My Page, eliminating the need to fill out a return slip.
Please click here for more details.

NEW BALANCE
customer's voice

I want to buy some kids' shoes, but I'm worried about the shipping costs if I buy them separately.

Starting at 3:00 p.m. on September 11, 2019, we will be launching a new service: free shipping on kids' shoes at any time.
Choose the perfect shoes for your child together with you, without having to worry about shipping costs, based on their developmental stage.
*Applies to products in the kids category on the official online store.
*Excluding official online outlets.

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customer's voice

I am a member of both the store and online stores, but the point systems are different and confusing. I think there are many people who use both stores interchangeably, so I wish they would unify them.

We have received many comments regarding our membership system.
On April 16, 2019, our directly managed store memberships were integrated into the "myNB" membership, making it even more convenient!
By merging the two systems, points have been unified and you can use and earn points at both the official store and the official online store.
Please click here for more details.

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customer's voice

When I receive it at the convenience store, it's in a paper bag that's not handy, so it's hard to carry it home...

We have started a convenience store pickup service and created original delivery bags perfect for takeaway!
We understand that some customers may have been confused when they received their parcels in paper bags that were not designed for carrying. We apologize for not being able to provide this service at the start of the service.
It has a stylish and convenient design that can be carried by hand or folded up to be used as a clutch bag.
You can check out the design here.
*Depending on the size of the product, shipping bags may not be available.
*Please note that shoes (excluding children's) will be delivered in cardboard boxes.

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customer's voice

If I can't receive it within the specified delivery time, can I pick it up at a convenience store?

Starting November 2, 2018, we have launched a service that allows you to pick up your items at a convenience store that is convenient for you, such as your home, office, or travel destination.
There's no hassle of redelivery, so it's also reassuring for women living alone who may be a little worried about receiving the package at home.
You can find out more details here.

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customer's voice

There was a free shipping campaign on the official online outlet, but I wonder if it will become a regular service. If I have to pay shipping every time, I'll buy more at once...

In response to your feedback, we have revised our shipping fees to match those of our official online store, effective from 12:00 on August 29, 2018.
[Before revision] Shipping fee is a flat rate of 650 yen (tax included) regardless of the order amount.
[After revision] Free shipping for orders over 5,400 yen (tax included)
If your order amount is less than 5,400 yen (tax included), the shipping fee is 650 yen (tax included).
Please take a look. The official online outlet is Here

*We have revised the prices again due to the consumption tax increase on October 1, 2019.
[After revision] Free shipping for orders over 7,000 yen (tax included)
If your order total is less than 7,000 yen (tax included), shipping is 660 yen (tax included) and 1,100 yen (tax included) for Hokkaido and Okinawa Prefecture.

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customer's voice

I paid with d-payment, but I'm not sure how to check if I used points.

The total order amount shown in the order completion email and shipping email, as well as the total payment amount shown on the purchase invoice (delivery note) included with the product, are amounts before using d points and may differ from the actual amount charged.
Regarding the total confirmed payment amount, please be sure to check the amount stated in the order completion email from Docomo, which includes the amount used for points.
*"d Points used" and "d Points to be awarded" will not be listed in emails or statements from this online store.

We are sorry that we are unable to improve the service we currently provide and would like to ask you to confirm this.

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customer's voice

I bought a pair of golf shoes. I noticed that one of the spikes was missing from the bottom of the shoe. I would like you to post information about replacement cleats.

It has been posted on the page about golf shoes.
You can find out more about our cleats, 2-year waterproof guarantee and our golf shoe product page here.

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customer's voice

I bought a sale item, but the size just doesn't fit. If I can't exchange it, I'd like to be able to return it.

Sale items were not eligible for return, but due to improvements in the services of the official online outlet, the return policy of the official online store has also been improved. Sale items will now be accepted for return.
Please click here for information on returns on the official online store.

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customer's voice

I wish outlet products could be returned as well. If I can't return them, I have to worry about the size or color, and I can't buy them casually. It's a shame because I can buy them at a reasonable price.

It has been a month since we opened, and we understand that there are a variety of opinions about changing the service we offer.
As a result of considering further improvements to make it easier for more customers to purchase our affordable products, we have decided to start accepting returns from June 6th, 2018 at our official online outlet, even though we think it may be a little premature.
Returns will be subject to the same criteria as for regular products.
Please click here for information on outlet returns.

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customer's voice

Member-only sales are great, but it would also be nice to have an outlet where I could easily purchase items that I missed the opportunity to buy or that are out of my reach.

We received a lot of feedback on this matter.
To provide our members with great deals, great bargains and to make shopping even more enjoyable, we opened our official online outlet on May 10, 2018.
You can purchase previous season's cleats, training shoes, and sportswear at 30% to 50% off.
This membership will be the same as that of the official online store, myNB, so current members do not need to register again.
Please take a look. Official online outlet is here

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customer's voice

I want to use my birthday coupon, a perk for MyNB members, but the item I want is on sale and I can't use it. I would like to use the birthday coupon because it only comes once a year.

We have received a lot of feedback regarding the birthday coupon.
In order to make this available to more members, we have changed this offer to apply to all products from May 2018.
If you have any requests other than sale items, NB1 custom shoes are also included.
The terms of use remain the same, and you can use this coupon for purchases of 11,000 yen or more (tax included). For more details, please check your own special coupon on My Page.

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customer's voice

I would like to know the possible causes of each error, such as being unable to log in as a member or being unable to reset my password.

We have picked up some of the most common questions we have received and added them to the operation screen.
[I can't log in]
●Is your email address entered correctly?
→Please make sure that you enter half-width characters.
●Is the password entered correctly?
→ Half-width alphanumeric characters. Uppercase and lowercase letters are also recognized.
If you have forgotten your password, please reset your password.

[I can't reset my password]
If any of the following apply to you, please contact us using the inquiry form.
●Are you still using the registered email address?
→If you do not use it, you will not receive the reset email.
●Have you entered the wrong password multiple times?
→Your password may have been locked.

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customer's voice

When will the birthday coupon be applied? I just registered, but can I use it right away?

We have added this to the FAQ. The gift will be given on the 1st of each month (or the next business day if the day falls on a holiday). For customers who register on the same month as their birthday, the gift will be issued and available for use the day after the registration date.
You can check it in the "Your Own Special Coupon" section on your My Page.

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customer's voice

I would like you to increase the number of payment methods. I don't have a credit card, and I'm often not at home so I can't receive cash on delivery, so I would like you to consider other options.

Yamato postpaid has been added.
Unlike cash on delivery, payment can be made by invoice sent to you after the product arrives.

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customer's voice

Can I log in with another account and make a purchase? I don't want to register my credit card on multiple sites.

Amazon Pay has been added as a payment method.
Customers who have registered as members using their Amazon account can log in using their Amazon ID and password.

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customer's voice

The size I want is sold out. Can I receive an email to let me know when it is back in stock?

When you select the size of an out-of-stock item, the "Add to Cart" button will change to a "Request Restock" button. You can request restocking for each item and size from the product page.
We will notify you by email when the item is back in stock. You can check your restock request items in the "Restock Notification Request Items" section of your My Page.

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