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Contact Us
Contact information for various inquiries regarding purchases and services We will guide you through how to contact the online outlet and stores.
If you have any questions that are not answered by reading the FAQ,Please contact the following contact points.
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New Balance official online outletInquiries regarding
Inquiries by email (Inquiries only available through the official online outlet)- Official Online Outlet
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 product stores, repair services, etc., via this inquiry form.
Please contact our Customer Service Center at 0120-85-7120 [Reception hours] 11:00-13:00 / 14:00-16:00 (excluding Saturdays, Sundays, public holidays, and our company's closed days).
Telephone Inquiries (Official Online Store Customer Care)- We are currently experiencing a high volume of calls and wait times are longer than expected.
Customers may be asked to wait on hold even if they call back at a later time.
We sincerely apologize for any inconvenience this may cause. Please also use the inquiry form above.
(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.
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New Balance Japan Co., Ltd.Customer consultation room
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)
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- ■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.)
- [Business days (telephone reception days), telephone reception hours]
- ● Business days: Monday to Friday (excluding Saturdays, Sundays, holidays, and our company holidays)
●Telephone reception hours: 11:00-13:00 / 14:00-16:00
Email Inquiries (Customer Service Center)- Customer Service Center
Inquiry Form
*We will respond to emails within two business days.
*Depending on the content of your inquiry, it may take some time to respond, or we may contact you by phone or from a department other than the Customer Service Center.
*We are unable to respond to sales-related inquiries. - Please contact the "New Balance Repair Service Office" below (*2) for any inquiries or requests for information regarding the "Shoe Repair Service (*1) All-Sole Replacement Repair", a service we provide (for a fee) to individual users.
*1 We only offer sole replacement repairs; other repairs are not accepted.
*2 We do not have an email office. We only accept inquiries by phone.
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- ■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】
- ◎The all-sole replacement repair performed by our shoe repair service involves replacing the sole unit of your precious shoes that can no longer be worn due to worn-out soles or deterioration of the midsole material.
◎Due to the need to prepare repair parts, our shoe repair service is only available for some models (product numbers). Please be sure to check here for models eligible for repair service 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.
Inquiries by email (Inquiries only available through the official online outlet)-
NEW BALANCE
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Shopping Guide
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Terms and Service Guide
Telephone Inquiries (Official Online Outlet 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 consultation room
Products purchased at stores other than the official online outlet,
For inquiries regarding repairs, etc., please contact us at the following desk.- Telephone Inquiries (Customer Service Center)
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- ■ Inquiries regarding products featured in advertisements, articles, etc., retailer information, etc.
0120-85-0997
(Please be careful not to dial the wrong toll-free number.)
- ■ Regarding inquiries, defects, and repairs regarding products purchased outside our online outlet
- 0120-85-7120
(Please be careful not to dial the wrong toll-free number.)
- 【Reception Time】
- 10:00-17:00 (excluding Saturdays, Sundays, public holidays, and our company holidays)
- [High volume days and times]
- ●Monday mornings
●Weekdays after consecutive holidays
*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.
Telephone Inquiries (Official Online Outlet Customer Care)