FAQ

I would like to purchase a product that has been featured on television or in a magazine. Can you tell me where to buy it?

We are unable to provide an answer at this window.
We apologize for the inconvenience, but please call our customer service center again at 0120-85-7120.

Can I order by phone?

We accept phone orders as a service exclusively available to members.
Please choose from the products displayed and call us when you have decided which products you would like to order.
For more details, please click here.
*If we are expecting heavy traffic, such as during a campaign, we may temporarily suspend telephone orders.

Can I pick up my order at the store?

Products purchased online cannot be picked up at the store.

Can I see the products sold online in-store?

Products available in our online store can be viewed in-store.
The products available vary depending on the store, so please inquire before visiting.

Could you please tell me where the New Balance stores are near my house?

For store availability and stock information, please contact your nearest store directly.
You can find your nearest store here.

I bought a defective item from another retailer, can you take a look at it?

当オンラインストア以外でご購入の商品については【ご購入店舗】へ直接お問い合わせお願いします。
もしくは下記まで、お電話にてお問い合わせください。
株式会社ニューバランス ジャパン　お客様相談室
電話：0120-85-7120　月～金曜日 10:00～17:00（土・日・祝日および弊社休業日は除く）

What is the address to send a product to the customer service center?

弊社お客様相談室では、お客様にいただくご相談内容によりましては、商品等をお預かりする場合がございます。下記ご住所までお送りください。
なお、事前連絡なく送れらたお荷物は弊社内規により、安全管理上、お受け取りができず、お客様へ商品をご返送させていただく​場合がございますことを予めご了承ください。

〒101-0051　東京都千代田区神田神保町1-105　神保町三井ビルディング
株式会社 ニューバランス ジャパン　お客様相談室(担当者名)宛
TEL：0120-85-7120　

*When sending luggage, please also include the name of the person in charge to prevent the luggage from being lost.

Regarding refusal of orders for resale or forwarding services

In order to ensure a fair shopping experience for our customers, we do not accept purchases for commercial purposes or orders made using overseas forwarding services.

We hereby clearly prohibit the resale of items for profit and the use of overseas forwarding services on this website. We appreciate your understanding and cooperation.

- Purchasing products on behalf of others and reselling them to third parties for profit is prohibited.
- If it becomes clear that you have violated the preceding paragraph and resold or attempted to resell products for profit, we will, at our discretion, refuse to accept any future orders from you.


Specifically, in the following cases, we may cancel your order even after it has been completed:

-Ordering large quantities of the same product at once
-Multiple orders in succession within a short period of time
- Continuous and multiple orders with some information changed
・Orders where the shipping address is registered with an international forwarding service
・If the shipping address is determined to be from a flea market or reseller
・Credit cards issued overseas
・If the order information does not match the information registered on your credit card
・Other cases where we determine that the purpose is resale

Regarding hold on shipment due to confirmation of order contents

In order to prevent fraudulent use, we will check the order details in detail. We will also verify your identity via a separate payment agency.
Due to current busy conditions at the payment processing company, it may take 1-2 weeks to confirm the details.
Unfortunately, we are unable to provide detailed information on the matter, so we are unable to respond to any inquiries.
Please note that there may be cases where your order is cancelled, such as when the payment processing company determines there is an inconsistency in the payment details.