Frequently Asked Questions

If you have any other questions or cannot find answers, please use the contact form to get in touch with us.

You can contact our customer care team on the following number: 920002482. We are open from Sunday to Thursday 9:00am – 10:00pm (GMT +3), Friday 1:00PM - 10:00PM. You can also contact us using our quick form and our team will get back to you as soon as possible.

You can view your orders at any time using ourwebsite. Simply follow the steps below:

1. Log in to our website and click on'my account' at the top of the page.

2. Click on the link ‘Orders history’. This will show you your order history.

Your order confirmation email will inform you ofthe expected lead time for delivery. Our courier company will attempt to callyou should they not have enough delivery information to deliver your order.

New Balance is dedicated to offering the highest levels of quality and service. We will be happy to refund or exchange any item that you are not completely satisfied with.

Please visit our returns and exchanges page for full details.

Please be aware that once you’ve applied the voucher code, it cannot be used again, so please do not apply it until you’re sure that you’re ready to place and pay for your order. Most common reasons for promotion codes not working are: being out of date; being applied to products that are not eligible or the set order limit not being reached.

If you’re still having problems, you can also contact us using our quick form and we'll be happy to explain how you can redeem your discount online.

You can unsubscribe by clicking on the unsubscribelink at the end of any promotional email. On click, you will navigate to the un-subscription page on the website where once you enter the reason for un-subscription and click 'Unsubscribe', you can start a new shopping journey.

Your order may be cancelled for a number ofreasons. The most common reasons for this are:-

·      High demand of goods – In this event,you will receive an email confirming the cancellation and what to do next.

·      If you requested a cancellation. You’llreceive a confirmation email once this has been done.

·      If we’ve been unsuccessful in deliveringthe order to your chosen delivery address.

·      If payment was not successful

We’re sorry that you haven't received your confirmation email. If our email address is not in your address book or safe list, it may have been classed as spam mail, meaning that it might not have appeared in your inbox. It is also worth checking that your email address has been entered correctly.Usually our confirmation emails are sent within a few minutes of an order being placed. However, when our site is very busy, you may have to wait a little bit longer before you receive your email.

You may update your New Balance address book by clicking the 'my account' link at the top of the page, logging in using your username and password and selecting ‘account details’ and then ‘view addresses’ from where you can add, remove and amend your addresses.If you have already placed an order, any changes will not reflect in any confirmed orders. Once an order has been placed, it is often not possible for us to change the delivery address.

When you place an order on our website, we will reply to you with an email confirming your order and all delivery and billing address details, including all the items you have ordered. Please check that all the information is correct on this confirmation email as incorrect information can cause delays on your order.