Customer consultation room

FAQ

• I am very bothered by the noise of my shoes.

  Depending on the shoe structure and material combination, noise may be generated when the shoe touches the ground or flexes.
  In addition to the friction noise between the upper or insole and midsole caused by a sole structure with increased flexibility, and the sound of the sole touching the ground caused by a structure designed to increase the grip of the sole, air exhaust noise can also be generated, especially in shoes that have ventilation holes in the arch or forefoot area to activate air circulation.
  We are continuing to pour efforts into research and development, making repeated improvements to improve our products in order to improve their quality and reduce noise, but please be aware of the product's functions, such as road grip (non-slip properties) and breathability (non-stuffiness), before using them.

• Do you offer mail order?

  You can purchase it from the official New Balance online store.

• I would like to return or exchange a product.

  For exchanges or returns, please contact the store where you purchased the product.

• What is with (foot circumference)?

  This is the length that encompasses the base of your thumb and pinky finger.
  You can get your measurements taken at New Balance official stores, in-store events, etc.
  Please give it a try.

• I would like to have with sizing done.

  For width sizing, please visit a New Balance official store, New Balance factory store, or an in-store event hosted by New Balance.

• Please tell me where I can buy New Balance products.

  Please click here to check which stores stock this product.

• The sole of my sneakers has come off?

  The lifespan of polyurethane, which is often used in shoe midsoles, is a consideration. This polyurethane material has excellent cushioning and abrasion resistance, but it is prone to degradation due to hydrolysis, and its durability can deteriorate, change, or break to the point where it is no longer suitable for use, regardless of the period of use, number of times used, or storage method. In addition, the lifespan of polyurethane material is generally said to be 3 to 5 years from the date of manufacture.

• Regarding counterfeit New Balance products

  Thank you for using New Balance products.
  Recently, we have confirmed that counterfeit New Balance products (fakes) are being sold on online mail order sites (shopping sites) and in stores that sell unauthorized products.
  
  To ensure that customers can use New Balance products with peace of mind, we recommend that you purchase New Balance products from the official New Balance online store, New Balance official stores, or retailers that sell authorized products.
  
  【please note】
  

  • *We do not respond to inquiries regarding whether or not an item is a counterfeit, nor do we provide appraisals or answers to inquiries regarding the characteristics of counterfeit items when considering a purchase.
  • *Please note that we are unable to provide exchanges, returns or after-sales service for counterfeit products.

Precautions for use

• Notes on the use of outdoor shoes (trail walking shoes)

  When using outdoor shoes, please use them correctly.
  Improper use can lead to injury from falls and shorten the lifespan of your shoes.

  

• Be sure to leave the heel opening open when wearing the shoes.

  The heel counter, which plays an important role in the functioning of the shoe, is built into the heel.
  If you stand or walk with your heel pressed down on the opening of the shoe, the heel counter can become crushed, deformed or damaged, causing the shoe to lose its original function, making your foot movement unstable and possibly causing injury.

  

• To prevent any accidents, please make sure to press the hook-and-loop fastener firmly in place.

  If the zipper (velcro) is not fastened securely, it may cause unstable foot movement and injury.

• Please be careful of the soles of your shoes wearing down.

  Please be aware that worn out soles can be slippery and can also cause problems for your foot health.
  When the sole pattern (bumps) has worn down and become flat, the shoes have reached the end of their life.

• Please be careful when using on slippery surfaces.

  ​Please be especially careful when using shoes on wet roads, metal nets in road gutters, manholes, tiled or marble floors, frozen roads, snowy roads, etc., as shoes are slippery regardless of the shape of the sole. Moving from a dry road to a wet road (when going from indoors to outdoors) is particularly dangerous.
  
  Please avoid using these shoes on oily roads or in situations where you are frequently in contact with oil, as this may cause the shoes to slip or the soles to become damaged.

• Be careful about how you dry your shoes.

  Do not force-dry shoes that have become wet due to rain, etc., under the hot sun, using a stove, hair dryer, etc. This may cause deformation, loss of shape, or peeling of the soles.
  When drying, we recommend removing the insole and leaving it in a shady, well-ventilated area.
  Please note that drying in direct sunlight, using a stove, hair dryer, or dryer may cause deformation, shrinkage, discoloration, or peeling of the sole.

• Please alternate between wearing multiple shoes.

  Shoes absorb sweat easily, and wearing the same shoes every day can cause the inside of the shoes to become steamy and lead to the growth of bacteria. We recommend that you alternate between different pairs of shoes.

• Please be careful of color fading.

  With current dyeing technology, it is not possible to completely prevent color fading. Products that use natural leather or woven fabric for the upper or lining may fade if they get wet, sweat a lot, or are rubbed.
  Please be careful when wearing light-colored socks and clothing.

• Be careful of itching and rashes.

  If you experience itching or rash due to sweating, etc., discontinue use.

• Please be careful not to wear shoes that don't fit properly.

  Please be aware that continuing to wear shoes that do not fit your feet can cause abrasions, blisters, and other problems, and can even lead to damage or injury to your legs and knees, which can be detrimental to your health.
  Also, new shoes may not fit your feet well, so we recommend using shoes you are used to wearing when traveling.

• About the shoe instruction manual

  Depending on the product, a shoe instruction manual ("Please read before use") may be attached to the shoes at the time of sale, so please be sure to check it.

  

• About waterproofing and water repellent processing

  Waterproofing is done by applying seam sealing to waterproof leather to increase its water resistance.
  In addition, water-repellent processing is done on the surface of the shoes to increase their water repellency, but the effect will decrease with repeated use.
  If you plan to use the product in rainy weather, we recommend that you use a waterproof spray (commercially available) beforehand.

How to choose shoes

• Choose the right shoes for your needs.

  Sports shoes are designed for different purposes. Please choose shoes according to the purpose and scene you will be wearing them for, such as walking, running, or intense lateral movements, as well as conditions such as on floors, paved roads, or rough ground. If you use shoes that are not suitable for the purpose, they will not function as they should, and may even be damaged or injure your feet.
  (For example, kicking a ball or rubbing the ground with running or walking shoes.) Please note that depending on the ground, the sole may not fit properly and you may slip.

• Be sure to try on both feet.

  Foot size varies greatly from person to person, with different lengths and widths, and there are many different shapes. The sizes shown are only a guide, so when choosing shoes, be sure to try them on on both feet to make sure they fit well, are easy to move in, and don't feel uncomfortable on your feet.

• We recommend trying on shoes in the afternoon or after sports.

  Foot size changes between morning and evening, before and after playing sports, etc. The ideal time to try on shoes is in the afternoon or after playing sports, when your feet are larger.

Storage

• Store in a place with low temperature and humidity.

  Shoes will naturally deteriorate (through peeling soles, changes in quality, damage, etc.) even while in storage (even when unused), and this deterioration is accelerated particularly when exposed to high temperatures and humidity.
  After long-term storage, be sure to check the condition before wearing.

• Do not store it in a car.

  The inside of a car or trunk under the hot sun can become extremely hot, which can cause the soles of your shoes to peel off or become deformed in a short period of time.

• Storage location

  After use, remove any dirt from your shoes, dry them in the shade, and store them in a place with low humidity. Avoid leaving them in direct sunlight or in high temperatures for long periods of time.

How to care

• Genuine leather upper

  • - Apply shoe cleaner (commercially available) to a soft cloth and wipe off dirt.
  • - Apply cream puffs (commercially available) all over and polish well.
  • - For suede and other materials, use a stiff brush to gently brush off dust and dirt, then use a suede cleaner.
  • *Please avoid washing. This may cause severe discoloration, hardening of the leather, or other deterioration.

• Synthetic leather upper

  • - Remove dirt by wiping with a soft cloth and lukewarm water.
  • ・If dirt is difficult to remove, use a shoe cleaner (commercially available) and then wipe it off thoroughly.
  • *Please avoid washing as it may cause deterioration.

• Woven upper

  • - Wash off dirt thoroughly using sneaker detergent (commercially available) and lukewarm water.
    The use of bleach or detergents with strong bleaching properties may cause discoloration or fading.
  • Please note that using a washing machine may damage the fibers.
  • ・Be sure to rinse thoroughly so that no detergent remains. Residual detergent may cause discoloration.
  • - Choose a well-ventilated, shady area to dry.
    Drying in direct sunlight, on a stove, using a hairdryer, or in a dryer can cause deformation, shrinkage, discoloration, and peeling of the sole. In addition, dirt that was not completely removed by washing can dry in parts due to rapid drying, causing stains to appear.

Shoes trivia

• Names of the parts of the shoe

  These are the names of the main parts of shoes.

  

• How to thread shoelaces

  There are many different ways to tie shoelaces to accommodate different foot shapes.
  Depending on how you tie your shoelaces, you can prevent injury and improve your performance.

• Those who have trouble with slipping heels

  To prevent your heels from slipping, lace your shoes normally, but use the "double eyelet" technique at the top to secure them in place.

• People with toe problems

  If you have hammer toes, bleeding toes, or nail problems, tie your shoe laces so that the toes are raised.

• For those who are worried about high arches

  Lace your shoes in a straight line from hole to hole. This will prevent pressure on the tongue, which can cause pain in the instep.

• Narrow heel and wide front of the foot

  Use two short laces, one through the three eyelets at the toe and tied, and the other through the remaining eyelet at the ankle. To eliminate heel slippage and ensure a snug fit, use the "double eyelet" technique at the top.

• Those who suffer from pain in the instep

  If your feet hurt on the top of your feet, leave some space between your feet and the shoes. Tie your laces with some space between them to prevent pressure.

• About polyurethane material

  The "polyurethane (PU)" material used in shoe midsoles has excellent cushioning and abrasion resistance, but regardless of the length of use or number of times the material has been used, the presence of moisture such as humidity in the air can cause the material to change over time (hydrolysis), and the material may deteriorate, change, or become damaged to the point where it is no longer suitable for use.
  The estimated lifespan of polyurethane material is 3 to 5 years from the date of manufacture.
  

  • *However, this may occur sooner depending on usage conditions.
  • *Please avoid using or storing in high temperature or humid locations.
  • *Please be sure to check before wearing after long-term storage.