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Inquiries about the New Balance Official Online Store
■Click here to contact us for more information about how to order from this site, the latest news, and products we offer
About the New Balance Official Online Store
inquiry■Click here to contact us for more information about how to order from this site, the latest news, and products we offer
Inquiries by email (Inquiries are only available through the official online store)- Official Online Store
Inquiry form
* We will respond via 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 receive responses 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.
We are unable to answer inquiries regarding sales outlets or repairs via this inquiry form.
Please contact New Balance Japan Customer Service by telephone at the number listed below.
*Please note that our opening hours have currently changed.
Telephone Inquiries (Official Online Store Customer Care)-
(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 mornings
●Weekdays after consecutive holidays
*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.
New Balance Japan Co., Ltd. Customer Service Center
■For inquiries about our retail partners, repairs, and products purchased in stores or other sites (other companies' websites), please click here
New Balance Japan Co., Ltd.
Customer Service Center■For inquiries about our retail partners, repairs, and products purchased in stores or other sites (other companies' websites), please click here
- Telephone Inquiries (Customer Service Center)
-
- ■Information on products purchased outside of our online store, products currently available for sale, or retailers, as well as comments and requests
0120-85-7120
(Please be careful not to dial the wrong toll-free number.)- <About customer service office business days and telephone reception hours>
In order to prevent the spread of the new coronavirus infection and ensure the safety of our employees, we will continue to reduce our telephone reception system and work from home, so it may take some time for us to respond to you. In some cases, it may be difficult to connect by phone. Additionally, calls may be interrupted or the sound quality may deteriorate due to circumstances such as the communication environment. We apologize for any inconvenience this may cause and ask for your understanding.
[Business days (phone reception days), telephone reception hours] - ●Business days: Every Monday, Tuesday, Thursday, Friday (*Excluding Wednesdays, Saturdays, Sundays, holidays, and company holidays)
●Telephone reception hours: 11:00-13:00 / 14:00-16:00
- For inquiries or requests for information regarding the "Shoe Repair Service" that we provide (for a fee) to individual users, please contact the New Balance Repair Service Office listed below.
*There is no email counter. Information will only be provided by phone. -
- ■New Balance Repair Service Office
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】
- ◎Our shoe repair service offers an all-sole replacement repair that includes changing the sole unit of customers’ shoes that are no longer fit for wear because of worn-out soles or breakdown of the material in the midsole.
◎Due to the need to prepare repair parts, our shoe repair service is only available for some models (product numbers). The models eligible for the repair service are as follows: Here Please be sure to check the above 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.
*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.
For inquiries regarding products purchased at stores other than the official online store,
repairs, etc., please contact us at the following.
- Telephone Inquiries (Customer Service Center)
-
- ■Information on products purchased outside of our online store, products currently available for sale, or retailers, as well as comments and requests
- 0120-85-7120
(Please be careful not to dial the wrong toll-free number.)
- <About customer service office business days and telephone reception hours>
In order to prevent the spread of the new coronavirus infection and ensure the safety of our employees, we will continue to reduce our telephone reception system and work from home, so it may take some time for us to respond to you. In some cases, it may be difficult to connect by phone. Additionally, calls may be interrupted or the sound quality may deteriorate due to circumstances such as the communication environment. We apologize for any inconvenience this may cause and ask for your understanding.
[Business days (phone reception days), telephone reception hours] - ●Business days: Every Monday, Tuesday, Thursday, Friday (*Excluding Wednesdays, Saturdays, Sundays, holidays, and company holidays)
●Telephone reception hours: 11:00-13:00 / 14:00-16:00
- For inquiries or requests for information regarding the "Shoe Repair Service" that we provide (for a fee) to individual users, please contact the New Balance Repair Service Office listed below.
*There is no email counter. Information will only be provided by phone. -
- ■New Balance Repair Service Office
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】
- ◎Our shoe repair service offers an all-sole replacement repair that includes changing the sole unit of customers’ shoes that are no longer fit for wear because of worn-out soles or breakdown of the material in the midsole.
◎Due to the need to prepare repair parts, our shoe repair service is only available for some models (product numbers). The models eligible for the repair service are as follows: Here Please be sure to check the above 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.
*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.
For inquiries regarding products purchased at stores other than the official online store,
repairs, etc., please contact us at the following.