Recommended for these situations

Please check before returning the item

• 【 subject 】myNB members* Purchases made by guests/non-logged-in members are not eligible.
• 【 Participating stores 】Official Online*Official online outlets are not included.
• [Return period](Only for items that have been tried on indoors and are unused) You can return the item if you apply and contact us within 14 days of the product's shipping date.
  * After logging in, if the item you wish to return is within the returnable period on the purchase history details page of your My Page, a return request button will be displayed.
  
  
• 【 Shipping 】Apparel and bags in all categories
• [Notes on returning the product]When returning the item, please make sure there is nothing inside the bag. Please return it in the bag it was sent in.

Return and refund process

1. 

   After logging in, go to the purchase history details page in your My Page and proceed to submit your return request.
   The button will only be displayed if you have purchased an item that is eligible for return.

   
   Purchase history list is here

   * After logging in, your purchase history will be displayed.

2. 

   Enter the necessary information on the return request input screen and submit the request.
   *Only products eligible for free returns will be displayed.

   After submitting the return request, the item you wish to return will be displayed on the purchase history details screen.
   If the status is "Return in progress," your application is complete.

   
   *A reservation password is required. This is required if you are unable to scan the QR code.
   You can also print the receipt by entering the number below the QR code and the numeric password that you set on the return request screen into the installed terminal.
   Your reservation password will not be listed on your My Page or in the return request completion email, so be sure to make a note of it.

   

3. 

   Yamato Sales Office,
   When bringing to a convenience store

   Customers must bring their own luggage
   ※Convenience stores accept payment at FamilyMart

   

   In case of collection

   A driver will collect your items at the specified location and time.

   

4. 

   Refund process after product arrival

   After confirming the returned product,
   We will process your refund within 7 business days.

   *Please note that we are currently not able to notify you when your refund has been completed.

   

• ● Cash on delivery

  Refunds will be made via CASHPOST, a refund system provided by E-CONTEXT Co., Ltd.
  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.
  Please note that due to factors such as the closing date of your credit card company, the payment may be debited once, but the amount will be refunded from the following month onwards.
  For more details, please check the statement issued by your credit card company.

• ● Kuroneko payment after delivery

  [Before payment]
  After we have confirmed the returned items, we will cancel the payment. If you have returned only some of the items in your order, we will reissue an invoice for the amount of the returned items after we have confirmed the returned items. Please pay using the new invoice.

  [After payment]
  Once we have confirmed the returned item, we will process the payment via bank transfer.

  *We will cover the bank transfer fee.
  *Transfers take approximately 7 business days, excluding weekends and holidays.

• ● Amazon Pay payment

  Refund details will be provided by Amazon Pay.

• ● dPayment

  Refunds will be provided by dPayment.

• ● Merpay

  ​Merpay will provide you with information regarding the refund.

• ● PayPay

  Refund details will be provided by PayPay.

• ● Pay later

  Regarding refunds, you will be contacted by PaIdy.

• 

  Q.What is your return policy?

  

  [Only for items that have been tried on indoors and are unused] You can return the item if you contact us within 14 days of the product's shipping date.
  However, please note that the following items cannot be returned:
  - Products that have been shipped more than 15 days ago
  - If the product becomes soiled while in the customer's possession (if the product becomes soiled, dirty, or scratched, or if sweat or odor has accumulated on it)
  ・ Products used as outdoor shoes
  - Items with missing or damaged tags, instruction manuals, or packaging
  ・ Products that have been sweated, soiled, smelled, or cleaned by the customer
  - Products that have the notation "No returns" on the product page

• 

  I threw away the tag and instruction manual. Can I return it?

  

  In principle, we will not accept returns if the tags, instruction manuals, or other enclosed items are lost or damaged.
  Please leave the tags on when trying on the clothes.

• 

  How many days after arrival can I return the item?

  

  [Only for unused items] Within 14 days from the shipping date of the product.

• 

  Can I return sale items?

  

  We also accept returns on sale items. Items marked "non-returnable" on the product page are excluded.
  *Products eligible for the bulk purchase campaign cannot be returned.

• 

  Please tell me how to bring it to a Yamato Transport office or a convenience store (Family Mart)

  

  After packing the item you wish to return, please bring it to the branch office or convenience store (Family Mart) you selected.
  *Since the bag the product comes in is also part of the product, we cannot accept returns if you attach the shipping label directly to the bag the product comes in.
  *Depending on the size of the product, please use the packaging materials provided when the product arrives.
  
  When bringing the item to a Yamato Transport office
  Scan the QR code with the terminal installed in the store and send your package.
  Note: If you are unable to scan the QR code, please enter the number and password below the QR code into the device.
  
  Bringing it to a convenience store (Family Mart)
  The ticket will be issued using the QR code at the FamiPort in the store. Please bring the "FamiPort application ticket" to the cash register within 30 minutes.
  Please receive the shipping slip and special envelope, attach them to your package yourself, and then hand the package over to a store staff member.
  How to use FamiPort
  https://www.family.co.jp/services/delivery/site_delivery.html

• 

  What is the process for Yamato Transport collection?

  

  The driver will bring a pre-filled shipping label with him when he comes to collect the package, so you do not need to prepare one. Please pack your package and wait for the driver to pick it up.
  Note: If you select pickup, we cannot accept deliveries to convenience stores or offices. Please specify your home, workplace, etc. as the pickup address.
  *Since the bag the product comes in is also part of the product, we cannot accept returns if you attach the shipping label directly to the bag the product comes in.
  *Depending on the size of the product, please use the packaging materials provided when the product arrives.

• 

  When will the refund be made?

  

  Once we have received the returned item, we will refund you within 7 days.
  [Notice] Currently, refunds may take longer than two weeks to process.
  We apologize for any inconvenience this may cause our customers and appreciate your understanding.
  *We do not notify you when your refund has been completed, so if you would like to receive a refund, please contact customer care.

• 

  What refund options are available?

  

  It depends on the payment method you used when placing your order. Please refer to [About Refunds] for refund procedures.

• 

  What happens to the points I used for a purchase if I return it?

  

  Points will be returned to you once the refund is complete.

• 

  What happens if I return the d points I used for a purchase using d Pay (Docomo carrier payment)?

  

  The d points used will be returned to you once the refund is completed.
  d Points used cannot be refunded by any means other than a refund, such as bank transfer.
  Even if the points were valid at the time of ordering, if the validity period of the points used at the time of refund has expired,
  Please note that if your d ACCOUNT has been cancelled or has expired, it will not be returned for any reason.

• 

  If I purchase something with a debit card, what happens if I return it?

  

  If you use a debit card, the amount will be debited from your account immediately at the time of your order (at the time of credit approval).
  It depends on each debit card, but when you return an item, it takes time for the data information to reach the credit card company after the refund process is completed.
  It may take 1 to 2 weeks.
  If the sales transaction is processed for an amount different from that at the time of authorization, double deductions may occur.
  The overdraft amount will take some time to be processed by the bank, but the amount granted at the time of credit will be refunded at a later date.
  [Note] We cannot cancel orders after they have been placed. However, if you cancel your order,
  Due to system limitations, it may take 45 to 70 days (depending on the card company) to process the refund after the cancellation date.

New Balance Official Online Store Customer Care

Phone number: 0120-577-235

Business hours: 9:30-17:00 (excluding weekends, holidays, and our company holidays)

Inquiry form: https://shop.newbalance.jp/shop/contact/contact.aspx