Returns
You can return any unused products you have purchased within 14 days of the product's shipping date.
*Customers are responsible for shipping and transfer fees for returns.
*We do not accept size exchanges after purchase. If you wish to exchange the size, please return the product you purchased and place a new order for the desired size.
Please note that the following items cannot be returned:
- Products that have been shipped more than 15 days ago
- If the item becomes soiled while in the customer's possession (items that have been cleaned, items that have been hemmed or personalized, items that have sweat or odor, stains, or scratches)
- Products that have been used once (e.g. shoes worn outside (including try-ons), opened socks, shoelaces, etc.)
- If the item is returned in a condition that is significantly different from the condition it was delivered in (tags, instruction manuals, shoe boxes, shoe stuffing, product packaging, etc. are missing or damaged)
- Apparel and accessories worn directly on the skin
- NB1 customized shoes, custom order
- Products with "non-returnable" written on the product page
- 【please】
- *When trying on apparel and accessories, please be careful not to let smells of fabric softener, tobacco, makeup, perfume, etc. come into contact with the items.
*Please refrain from trying on hygiene items such as bra tops, tights, socks, hats, and wristbands.
*If you wish to return an item, please be sure to contact us via the "Inquiry Form" or "Telephone".
Since the shoe box is also part of the product, we will not be able to accept returns if you attach the shipping label directly to the shoe box. Please use the original box that the product arrived in.
Return and refund process
-
STEP.1
Please contact us via the inquiry form or by phone.Please contact Customer Care via the inquiry form or by phone within 14 days of the product shipping date with the following details:
*We will only send you a return confirmation email if you contact us by email.- [Return request contact details]
- ・Order ID, name, product you wish to return, reason for return, customer email address
-
STEP.2
Please fill out the return card and send it backPlease return the item within 7 days after receiving the return confirmation email or contacting us by phone.
Please return the product together with the "Return Card" at the bottom of your purchase receipt (delivery note).
When completing the return card, please select from the reasons for return below and enter the return number on the "Return Card".
1. The shoes didn't fit properly
2. The size didn't fit my feet.
3. They were uncomfortable
4. I wanted to try them on using this campaign
5. I didn't like the design
6. There was a defect in the product
7. Other -
STEP.3
Refund process after product arrivalOnce we have received your returned item, we will process your refund within 7 business days.
*Please note that we are currently not notifying you when your refund has been completed.
Refund Policy
Cash on delivery
Refunds will be made via "CASHPOST," a refund system provided by E-CONTEXT, Inc.
You can choose to receive your money via bank transfer, pick up at a Lawson store, or pick up at Seven Bank.
Please wait for the refund procedure email from CASHPOST.
The valid period for receipt is within 2 weeks from the arrival of the refund procedure email.
●Credit card payment
Refunds will be processed by canceling your credit card payment.
In addition, due to the influence of credit card companies' closing dates,
The amount may be deducted once, but it will be refunded from the following month.
For more details, please refer to your credit card statement.
Thank you for checking.
● Kuroneko payment after delivery
[Before payment]
After confirming the returned item, we will cancel the payment.
If you return some of the items in your order, we will reissue an invoice for the amount of the returned items after we have confirmed the items. Please pay using the new invoice.
[After payment]
After we have confirmed the returned product, we will refund you via the "CASHPOST" refund system provided by E-CONTEXT, Inc.
You can choose to receive your money via bank transfer, pick up at a Lawson store, or pick up at Seven Bank.
Please wait for the refund procedure email from CASHPOST.
The valid period for receipt is within 2 weeks from the arrival of the refund procedure email.
●Amazon Pay payment
Refunds will be provided by Amazon Pay.
●dPayment
Refunds will be provided by [dPayment].
●PayPay
Refunds will be provided by PayPay.
●Pay Later (Payday)
Paidy will contact you regarding the refund.
About defective products
If the delivered product has quality issues such as damage or dirt, or if the product you received is different from the product you ordered, please contact us using the inquiry form. Please return the product cash on delivery within 14 days of the product's shipping date. Please use Yamato Transport to return the product due to the cash on delivery requirement.
*Please note that if an exchangeable item (same size of the same item) is not in stock, we may have to refund the product price.
Contact details and return address
- 【Return address】
〒277-0804
New Balance Japan DC iMission's Park Kashiwa 2, 7-1 Shinjuyoni, Kashiwa City, Chiba Prefecture
New Balance Official Online Outlet Product Return Department
Phone: 0120-577-235
*Please check the "Return Policy" before returning the item.
- 【Contact information】
- Inquiry form
