How do I cancel a New Balance order placed in error?

New Balance's own guidance says that **if your order was placed in error, contact Customer Care**, they can't guarantee a stop but will try if you reach them fast enough. In the UK, call **0800 802 1057** or the returns line **0808 101 2828**, or email **nbukcs@newbalance.co.uk**. Include your order number and the words 'placed in error'. On the US site the modify/cancel window is one hour. After that, wait for delivery and return it free within 30 days.

How long do I have to return New Balance items?

In the UK you have **30 days from the delivery date** to return for free. Items must be unworn, unwashed and in original packaging, with shoes returned in their original box. Use the prepaid **UPS** label from your parcel (or request a new one), then drop it at a UPS Access Point or book a collection. Personalised items can't be returned. Note the US policy differs, it allows returns within **45 days** of shipment.

Is there a New Balance cancellation or restocking fee?

In the UK, returns are **free within 30 days** using the prepaid UPS label, with no cancellation fee stated. On the US site, however, **online returns are free for members** while **non-member returns carry a $5 restocking fee** deducted from the refund. Delivery-cost refunds are limited to the cheapest standard shipping method, so if you paid for express you'll only be refunded the standard rate. Creating a free New Balance account before returning avoids the restocking fee where it applies.

Can I return New Balance items to a store?

It depends on where you bought them. Items bought **on the New Balance website cannot be returned to just any store**, in the EU/UK model, only stores explicitly showing 'Web Returns' are eligible, and items bought in a physical store or from a reseller **cannot be returned via the website**. In the US, online, in-store and event purchases can all be returned to a New Balance or Factory store for an immediate refund. Check your local site's store locator first.

What if New Balance ignores my cancellation or won't respond?

Multiple reviewers report contacting New Balance by email and live chat with **no response** on pending orders. If they go silent, put your request in writing to **nbukcs@newbalance.co.uk** and the terms address **support@new-balance.zendesk.com**, citing your order number and your UK Consumer Contracts Regulations right to cancel online orders. If still unresolved and you paid by card, raise a **chargeback**, or a **Section 75** claim for card purchases over £100, with your bank.

What's the New Balance UK customer service email and phone number?

New Balance UK lists head-office contact **Email: nbukcs@newbalance.co.uk** and **Telephone: 0800 389 1055**, with general Customer Care on **0800 802 1057** (Mon-Fri, roughly 8am-7pm BST) and a returns line at **0808 101 2828**. The terms and conditions also give **support@new-balance.zendesk.com** and an online request form. Live chat is available from the Contact Us page during business hours.

Can I return a defective or damaged New Balance item?

Yes. New Balance will refund items damaged in transit or with a manufacturer's defect, but for defective items you should **contact Customer Care first to authorise the return**, defective items sent back without approval may not be reimbursed. This is separate from and does not affect your legal rights if a product is faulty; under UK law you're entitled to a remedy for goods that aren't as described or of satisfactory quality.

Why am I still being charged after cancelling New Balance?

Usually one of three things: the cancellation never completed (no written confirmation), the subscription bills through Apple or Google and must be cancelled there, or a minimum term is still running. Charges continuing after a confirmed cancellation can be disputed with your bank as a chargeback.

How do I delete my New Balance account?

Cancel the subscription first, then request account deletion in settings or by email. If there is no self-serve option, email a written erasure request citing the applicable data-protection law; most companies complete erasure within about 30 days.

How to Cancel a New Balance Order Fast.

Q: Does New Balance charge a cancellation fee?

Rolling monthly plans end at the period already paid for with nothing extra to pay. Fixed minimum-term plans can carry an early-exit charge until the term ends, check your signup terms for a minimum-term end date.

Here's the fastest way to cancel New Balance and what to expect.

Last verified 4 Aug 2026 · data refreshes daily · sources: homepage, terms, terms, terms, web-search

The fastest way

New Balance can't cancel most UK orders after checkout, they process immediately. Email nbukcs@newbalance.co.uk (subject: 'Cancel Order #[number], placed in error') or call 0800 802 1057 ASAP. If it ships, return free within 30 days via the UPS prepaid label; refunds take about 5-10 business days after they receive it.

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Every way to cancel New Balance

Phone (fastest): Call +44 800 802 1057 and say “cancel my service”. Expect a retention pitch, decline it twice and hold firm.
Email: Email support@new-balance.zendesk.com with the template below, the route that creates a paper trail and carries the refund ask.

Timing matters: No online cancel flow after checkout, orders process immediately. US site allows cancel/modify only within 1 hour of placing the order via phone or live chat.

Cancelling a New Balance order by email

Email the verified address
support@new-balance.zendesk.com, the standard route for New Balance.
Use a precise subject
Subject: Cancellation Request, [your account email]

Send this template

Hi New Balance team,

I'd like to cancel my recent New Balance order (reference [order number], placed on [date]) under the account [your account email].

Please confirm the cancellation by reply and process the refund to my original payment method.

Best,
[your name]

Wait for confirmation
Wait 24 hours. If there's no response, send a polite one-line follow-up referencing the original request.

New Balance plans you can cancel

One-off order (shoes/apparel)
New Balance processes orders immediately after placement and states it cannot change or cancel them once placed; the US site allows modify/cancel only within one hour of ordering via phone or chat.

What happens to what you’ve already paid

New Balance UK gives you 30 days from the delivery date to return items for free. Items must be unworn, unwashed and in original packaging (shoes in their original box); personalised items can't be returned. Use the prepaid UPS label in the box or request a new one, then drop off at a UPS Access Point or book a collection. Once the warehouse receives your parcel, refunds to your original payment method typically take 5-10 business days.

“If you’re not 100% satisfied with your purchase, you can return your items for free within 30 days of the delivery date of your order.”
, New Balance terms

30-day cancellation windowPro-rata refund: no

Asking specifically for money back, not just a cancellation? See the dedicated New Balance refund guide , same data, but framed around the policy + escalation paths.

Does New Balance charge a cancellation fee?

We found no cancellation fee in New Balance’s published terms. On a rolling plan you simply pay to the end of the current billing period and nothing after. If you’re inside a fixed minimum term, check your signup email for the end date, cancelling early is where fees usually hide. If you signed up online within the last 14 days, the Consumer Contracts Regulations give you a cooling-off right to walk away, fee-free, for most digital subscriptions.

What doesn’t work for cancelling New Balance

Based on 5 sources, Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

✕ Cancelling an order after checkout, New Balance states that once your order is placed it cannot change or cancel it because orders are processed immediately; the only stated recourse is returning after delivery.
✕ Cancelling after the 1-hour window (US behaviour), On the US site, modification/cancellation is only possible within one hour of placement via phone or live chat; after that you must return eligible items.
✕ Emailing to stop a pending order from shipping, Trustpilot reviewers report contacting customer service by email and live chat about pending orders and receiving no response, with staff unable to cancel or advise on shipping timing.
✕ Returning worn or personalised items, Returns must be unworn, unwashed and in original packaging; worn items will not be refunded and personalised merchandise cannot be returned.

Cancelled New Balance but still being charged?

Three common reasons, in order of likelihood:

The cancellation didn’t actually complete. If you never received a written confirmation from New Balance, treat it as not cancelled. Email support@new-balance.zendesk.com referencing your original request date and ask for written confirmation plus a refund of any charge taken since.
You cancelled in the wrong place. Subscriptions started through the App Store or Google Play bill through Apple or Google, cancelling on New Balance’s site doesn’t touch them. Check Settings → Subscriptions on iPhone, or Play Store → Payments & subscriptions on Android.
Billing lag. A charge that was already in flight when you cancelled can still land a few days later. One trailing charge can be normal; two is not.

If they keep charging after a confirmed cancellation, that’s chargeback territory: dispute the charge with your bank citing “subscription cancelled, merchant continued billing”. The yoink app also flags this automatically, it keeps watching your inbox after a confirmed cancellation and alerts you if New Balance charges again.

How New Balance will try to keep you

New Balance may respond with a retention offer, a discount, a free month, or a downgrade to a cheaper tier. Don't engage with the counteroffer. Restate that you want a full cancellation and cite the consumer law again if they push back.

They’ll say: “Immediate 1-hour cancel window (US) / 'placed in error' route (UK)”
You say: Act within minutes. New Balance fills orders fast, on the US site you can only cancel within one hour by phone or chat, and the UK site tells you to contact Customer Care immediately if an order was placed in error. Call 0800 802 1057 or email nbukcs@newbalance.co.uk with your order number the moment you decide.
They’ll say: “'We can't cancel, just return it' deflection”
You say: If they refuse to cancel a not-yet-shipped order, get it in writing and cite your UK cancellation rights: under the Consumer Contracts Regulations you have a statutory right to cancel most online orders and get a full refund, separate from their 30-day returns policy. You do not have to accept 'wait and return' as your only option.
They’ll say: “Refund delay / warehouse hasn't 'received' your return”
You say: Keep your UPS drop-off proof. New Balance receives delivery confirmation from its carrier, so you don't need to chase them, but if 10+ business days pass after delivery to the warehouse with no refund, escalate by email with your tracking number, and if unresolved raise a chargeback/Section 75 claim with your bank or card provider.
They’ll say: “Non-member restocking fee / express shipping not refunded”
You say: Members get free online returns; the US site charges non-members a $5 restocking fee, and delivery-cost refunds are limited to the cheapest standard method. Create a free New Balance account before returning to avoid restocking fees where they apply.

Your rights when cancelling

The law where you live is the strongest hook, lead with it when you contact the company.

United Kingdom

Consumer Contracts Regulations 2013
14-day cooling-off on new subscriptions.
You can terminate any continuous service contract within 14 days of starting it and recover any payment, no questions asked. Applies regardless of New Balance’s own policy.
Consumer Rights Act 2015
Services must be as described.
If New Balance’s service was misrepresented or didn’t deliver what was promised, you have a statutory right to remedy (repair, refund, or price reduction) regardless of their terms.

Worldwide

Card-issuer chargeback
Your bank can reverse the charge.
Visa, Mastercard, and Amex all run chargeback schemes, “goods/services not as described” or “subscription not cancelled” are valid reason codes everywhere they operate. Your bank handles the dispute; New Balance has ~45 days to defend.

Rights in other regions (European Union)

European Union

Consumer Rights Directive 2011/83/EU
14-day right of withdrawal across all EU states.
EU-wide statutory right to withdraw from any distance-sold contract within 14 days. Mirrored into local law in every member state. New Balance must honour it regardless of where they’re headquartered.

Delete your New Balance account (not just cancel)

Cancelling stops the billing; deleting removes your account and personal data. Do them in that order, deleting an account with an active subscription can leave the billing running with no way to log in and stop it.

If there’s no delete option in New Balance’s account settings, email support@new-balance.zendesk.com with the subject Account deletion request, [your account email] and ask for your account and personal data to be erased under UK GDPR (Article 17, the right to erasure). They’re typically required to act on it, most companies complete erasure within about 30 days, and you should ask for written confirmation when it’s done.

Common questions about cancelling New Balance

Usually no, not once it's placed. New Balance says it **processes orders immediately** and cannot change or cancel them after checkout on the UK site. On the US site there's a narrow **one-hour window** to cancel or modify via phone or live chat. Your fastest move is to contact Customer Care instantly, call **0800 802 1057** or email **nbukcs@newbalance.co.uk** with your order number. If the order has already shipped, your realistic option is a free return within 30 days of delivery.

Money-back questions (windows, pro-rata, chargebacks) are covered in the New Balance refund guide. Need a human for something else entirely? The New Balance contact guide lists every channel that actually answers.