If you are a myNB member, you can enjoy free shipping on orders over 5,000 yen (tax included) at any time!
Plus, kids' shoes are always shipped free!

Customer consultation room

We have compiled the consultations we receive from our customers.

At New Balance, we listen to customer feedback and use it to provide better products and services.

Telephone Inquiries (Customer Service Center)

For inquiries regarding products purchased at stores other than the official online store,

  • ■ If you purchased from a store other than ours
    Products, current products, or retailers
    Guidance, opinions, requests, etc.

    0120-85-7120

    (Please be careful not to dial the wrong toll-free number.)

Inquiries by email (Customer Service Center)

*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.

[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


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

Toll-free dial 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 ask that you notify us of your caller ID. If your number is set to withhold, 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.