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.

Ordering

Questions about ordering and payment methods

■お買い物の流れ・ご注文方法

■お支払い方法について


Delivery

Questions about delivery, such as specifying delivery date and time, delivery status, etc.

■配送状況の確認方法

■送料について

■配送日の目安

Returns

Questions about returns, including how to return items

■返品方法について

■商品の不良やお届け内容相違など

 弊社理由の返品の場合

myNB Membership

Questions about membership benefits, points, cancellation, etc.

■会員登録の方法について

■退会方法について

■バースデークーポンについて

Products

Questions about products, such as notifications of restocks

Others

Other questions

公式オンラインカスタマーケア(公式オンラインストア、オンラインアウトレット、myNB会員など)



メールによるお問い合わせ (公式オンラインストア/オンラインアウトレット)


お問い合わせ内容のご選択の際、≪ニューバランス公式オンライン≫の件名を選択ください。


ご選択の項目、内容によりお時間をいただく場合や、お電話でのご連絡、公式オンラインストア/オンラインアウトレット以外の他部署よりご連絡を差し上げる場合がございます。

* 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.


電話によるお問い合わせ(公式オンラインストア/オンラインアウトレット)


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


※お問い合わせ前に、弊社 プライバシーポリシーおよびカスタマーハラスメントポリシーをご確認のうえ、ご連絡ください。

*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.

お客様相談室(商品に対する各種お問い合わせやご意見、ご要望など)

本サイト以外でご購入頂いた商品、取扱い店舗などのお問い合わせにつきましては、下記窓口よりお問い合わせください。

※公式オンラインストア/オンラインアウトレットに関するお問い合わせについては承ることが出来ません。


電話によるお問い合わせ(お客様相談室)


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

※お問い合わせ前に、弊社 プライバシーポリシーおよびカスタマーハラスメントポリシーをご確認のうえ、ご連絡ください。


メールによるお問い合わせ (お客様相談室)



お問い合わせ内容のご選択の際、≪お客様相談室≫の件名を選択ください。


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.

*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 email inquiries within 3 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 made to our company for business purposes or inquiries other than those related to our customer service center (various inquiries, opinions, requests, etc. regarding products).



■ニューバランスリペアサービス事務局

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.



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.


※お問い合わせ前に、弊社 プライバシーポリシーおよびカスタマーハラスメントポリシーをご確認のうえ、ご連絡ください。

*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.