I just placed an order. Can I cancel it?

It depends on the site. On **newbalance.com (US)** most orders can be cancelled within one hour of placement, go to the order status page and click the **Cancel Order** button (if it's greyed out, the window has closed). On **newbalance.co.uk (UK)**, orders are processed immediately and generally **cannot** be cancelled at all once placed; you'd need to contact Customer Care or wait to return the item after delivery.

Is there a New Balance cancellation or restocking fee?

In the **UK** there's no cancellation fee and returns are free within 30 days using the prepaid UPS label. On the **US** site, online returns are free for members, but **non-members are charged a $5 restocking fee** deducted from the refund. Note New Balance can recharge you the full amount if a returned item isn't received within 30 days of the label scan, doesn't match the order, is damaged, or the return is deemed fraudulent.

Can I return New Balance shoes if I've worn them?

No, the standard policy requires items to be **unworn and in their original packaging** (shoes in the original box, tags attached). Worn items won't be refunded under the standard return. **However**, if the shoes are genuinely **faulty**, that's a separate claim: UK law (Consumer Rights Act 2015) covers defects even after wear, and a fault within six months is presumed to have existed at sale. Contact Customer Care with photos to authorise a defective-item return.

Can I return a newbalance.co.uk order to a New Balance store?

No. Items purchased on **newbalance.co.uk cannot be returned or exchanged at New Balance stores or retailers**, online orders must be sent back via the prepaid UPS label. This differs from the US, where newbalance.com orders *can* be returned in store for an immediate refund. If you bought in a physical store, return it to that store, not online.

Do I have to pay for return shipping to New Balance?

No, UK returns are **free** using the prepaid UPS label included with your order. If you've lost the label, you can generate a new one online (enter your order number) or contact Customer Care to have one emailed. Drop the parcel at a UPS Access Point or book a UPS collection. On the US site, returns are free for members but non-members pay a $5 restocking fee.

Can I cancel my New Balance membership?

New Balance membership is a **free loyalty programme**, not a paid subscription, there's no recurring charge, so there's nothing to 'cancel' financially. Members get free shipping and free returns year-round with no minimum spend. If you want to stop marketing emails, use the unsubscribe link or manage preferences in your account; to delete the account entirely, contact Customer Care at nbukcs@newbalance.co.uk.

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.

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 yesterday · data refreshes daily · sources: web-search-only, web-search

The fastest way

New Balance can't cancel an order once placed, email nbukcs@newbalance.co.uk or call 0800 802 1057 immediately if it was an error. Otherwise, refuse delivery or return free within 30 days (unworn, original box) via the prepaid UPS label. Refunds process 5-10 business days after the warehouse receives it.

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Every way to cancel New Balance

Phone: Call +44 800 802 1057 and say “cancel my service”. Expect a retention pitch, decline it twice and hold firm.
Online (fastest): Direct cancel flow: www.newbalance.co.uk/cs-returnlabel
Post: Returns are shipped back via prepaid UPS label to the warehouse; newbalance.co.uk online orders cannot be returned in a New Balance store.. Send it tracked so you can prove delivery.
Email: Email nbukcs@newbalance.co.uk with the template below, the route that creates a paper trail and carries the refund ask.

Timing matters: UK online orders cannot be cancelled once placed, act immediately via Customer Care if in error, otherwise return within 30 days of delivery. (US newbalance.com allows cancellation within 1 hour of placement.)

The 4-step cancellation

Email the verified address
nbukcs@newbalance.co.uk, yoink-verified working email for New Balance (confirmed by tracked cancellations).
Use a precise subject
Subject: Cancellation Request, [your account email]

Send this template

Hi New Balance team,

I'm writing to cancel the subscription on my account, [your account email].

Please treat this as formal notice of cancellation, effective from the end of the current billing period. Under the Consumer Contracts Regulations 2013, I'm entitled to cancel this contract by notice through the same channel it was formed in.

Please confirm by reply that the subscription has been cancelled and that no further charges will be taken.

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

Standard Order (non-member)
Once an order is placed on newbalance.co.uk it cannot be changed or cancelled; the UK site processes orders immediately. Contact Customer Care if placed in error.
New Balance Membership (free)
Free loyalty account, not a paid subscription; no recurring charge to cancel.
£0.00/mo

New Balance’s refund policy

The UK site gives you 30 days from the delivery date to return unworn items in their original packaging for a full refund, using the free prepaid UPS label. Refunds go back to your original payment method and take 5-10 business days to process once the warehouse receives your parcel. Custom NB1 shoes, personalised items and name/number player kits can't be returned. Faulty goods are covered separately under the Consumer Rights Act, push for a refund, not just a voucher.

“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 2 sources, Reddit, app reviews, and direct testing. Skip these and save yourself the loop.

✕ Cancelling an order after it's placed on newbalance.co.uk, The UK order-changes page states orders are processed immediately and cannot be changed or cancelled once placed; the only route is to contact Customer Care if it was an error, or return after delivery.
✕ Returning a newbalance.co.uk online order to a New Balance store, Items purchased at newbalance.co.uk cannot be returned or exchanged at New Balance stores or retailers, online returns must go back via UPS.
✕ Returning custom, personalised or player-kit items, NB1 custom shoes are made to order and name/number player kits are custom-made, so neither is eligible for return.
✕ Accepting a voucher for faulty goods without escalating, Reviewers report Customer Care pushing partial refunds or vouchers on faulty items; several only got a full refund after escalating via their payment provider (e.g. Klarna) under the Consumer Rights Act.

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 nbukcs@newbalance.co.uk 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: “Offers a voucher or partial refund instead of a full cash refund on faulty shoes”
You say: Under the Consumer Rights Act 2015 a fault appearing within six months is presumed present at sale, and you're entitled to a refund to your original payment method, not store credit. State clearly you decline the voucher and require a cash refund.
They’ll say: “Blames the courier (UPS) for lost or undelivered parcels and refuses responsibility”
You say: Your contract is with New Balance, not UPS. The retailer is liable for goods until they're delivered to you. Insist they refund or replace, and if they stall, open a chargeback or Section 75 / payment-provider dispute (Klarna disputes have worked for other buyers).
They’ll say: “Front-line agents refuse to escalate to a manager or raise a formal complaint”
You say: Put the complaint in writing to nbukcs@newbalance.co.uk with your order number, request a formal complaint reference, and set a deadline. If ignored, escalate through your card provider/BNPL, and mention the retailer's registered UK entity (New Balance Athletic Shoes UK Ltd) to prompt action.
They’ll say: “Delays refunds well beyond the stated window while 'investigating' with the warehouse”
You say: The policy states 5-10 business days after the warehouse receives your parcel. Keep your UPS drop-off proof, quote that timeframe, and if exceeded escalate to your payment provider for a refund; you don't have to wait indefinitely.

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 nbukcs@newbalance.co.uk 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

On the UK site (newbalance.co.uk), you **cannot** cancel once an order is placed, New Balance processes orders immediately. If it was a genuine error, contact Customer Care straight away at **nbukcs@newbalance.co.uk** or **0800 802 1057** and ask them to intercept it. On the US site (newbalance.com) there's a one-hour window to cancel via the order status page or live chat/phone. If you miss the window, your only option is to receive the item and return it free within 30 days.

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.