Will I get my delivery costs refunded?

If you return your **entire order** and the items meet the return policy, New Balance will refund your delivery costs. However, that refund is **limited to the cost of their least expensive delivery method**, so if you chose express shipping, you'll only be refunded the value of standard shipping. Return shipping itself is free when you use the prepaid UPS label.

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.

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.

Can I exchange a New Balance item instead of returning it?

New Balance generally handles size/colour changes as a **return plus a new order** rather than a direct swap, the guidance is to return the item and place a fresh order for the size, width or colour you want. For gift exchanges in the UK, contact Customer Care at **0808 101 2828**. Since returns are free within 30 days, returning and reordering usually costs you nothing but ties up funds until the refund clears.

REFUND GUIDE

How to Get a New Balance Refund in 30 Days.

Q: How long does a New Balance refund take?

Once the warehouse receives your parcel, expect roughly **5-10 business days** for New Balance to process the refund to your original payment method. You **don't need to notify Customer Care** that you've returned, they get the info from the carrier, so keep your UPS drop-off proof as evidence. Some sources cite up to 10-15 days including bank processing. If your return was paid with an eGift, they'll email a new eGift for the refund amount.

New Balance refunds are per-order, and their own policy gives you a 30-day window. Miss it and you still have tools, a clear email, a card-issuer chargeback. Here's the playbook.

Last verified 4 Aug 2026 against New Balance’s own Terms · UK, US, and EU rights covered below

The short answer

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.

Or let yoink chase the refund.

30 seconds to set up. yoink emails New Balance, cites the policy, escalates if ignored, and surfaces the win when the money lands.

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What New Balance actually says

“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.”
, verbatim from New Balance’s terms

30-day cancellation windowPro-rata refund: no

How long does a New Balance refund take?

Most merchants agree to a straightforward refund within 1 to 3 working days of a well-written email request. Once agreed, the money itself takes another 3 to 5 working days to land, that part is card-network processing and no merchant can skip it. If nothing has arrived 10 working days after a written “refund approved”, reply on the same thread asking for the ARN (acquirer reference number), which your bank can trace.

Note New Balance’s own policy works on a 30-day window, ask inside it and the request is routine; outside it you’re relying on goodwill or statutory rights.

What you can claim

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

United Kingdom

Section 75, Consumer Credit Act
Credit card issuer is jointly liable. £100-£30,000.
For UK credit-card charges between £100 and £30,000, your card issuer is jointly liable with New Balance for any breach. Call your bank, say “Section 75 claim”, send evidence. Usually resolved in 2-4 weeks.
Consumer Contracts Regulations 2013
Full refund within the 14-day window.
Inside 14 days of starting any New Balance subscription, you’re entitled to a full refund of any payment taken, no questions, no policy override.
Citizens Advice + Trading Standards
For repeated bad-faith refusals.
Free escalation lane: file with Citizens Advice (08082231133), they pass it to Trading Standards. Slow (8-12 weeks) but creates a paper trail New Balance can’t ignore.

Worldwide

Card-issuer chargeback
Visa/Mastercard chargeback works everywhere they do.
Open a chargeback for “subscription not cancelled” or “services not as described”, your bank initiates, New Balance has ~45 days to defend. Works regardless of where New Balance is headquartered.
PayPal Buyer Protection
If you paid via PayPal, open a dispute.
PayPal’s Buyer Protection covers “item not as described”, applies to services that didn’t deliver. Resolution typically within 20 days.

Rights in other regions (United States, European Union)

United States

Fair Credit Billing Act (FCBA)
Dispute any credit-card charge in writing within 60 days.
For US credit-card payments, the FCBA gives you 60 days from the statement date to dispute a New Balance charge in writing. Your card issuer is required to investigate and may withhold the disputed amount during the process.

European Union

Consumer Rights Directive 2011/83/EU
14-day withdrawal across all EU member states.
EU-wide statutory right to withdraw and recover any payment within 14 days of subscription start. Mirrored in local law in every EU country.
ECC-Net cross-border escalation
EU Consumer Centre network mediates against EU sellers.
If New Balance is based in another EU country, your local European Consumer Centre will mediate the dispute for free. List of national contacts at commission.europa.eu.

The New Balance refund email

Email the right address
Use support@new-balance.zendesk.com, the route yoink has verified actually gets read for New Balance.
Use a clear subject line
Subject: Refund Request, [your account email]

Send this body

Hi New Balance team,

I'm requesting a refund for my New Balance order (reference [order number], placed on [date], for [amount]). I'm within the 30-day window your policy allows for this.

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

Best,
[your name]

Wait 7-14 days, then escalate
If you haven’t heard back in 14 days, escalate via the regional route above, a card-issuer chargeback works in every market.

Refund FAQ for New Balance

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.