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■ニューバランスリペアサービス事務局
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On the insole special page, there is a chart that shows you how to use the insoles according to your situation. For more information, please click here.
There was no explanation for the marks, and they were displayed as [〇 /◎ /★], making it difficult to understand whether they were "excellent," "good," or "passable."
In response to your feedback, we have changed the way we display recommendations to show the number of stars. The more stars there are, the more recommended it is!

An itemized statement that complies with the invoice system is included, so you can use it as a receipt.
Your registration number can be found under your shop name in the top right corner of your statement.
We have also received many requests for separate handwritten receipts, so we have switched to the invoice system.
If you would like a receipt, please write your request, the recipient's name, and any notes in the receipt section of [STEP 3: Confirm your order details] during the order process.
As a general rule, invoices that are left blank or have ambiguous content such as product price or item cost will not be accepted.
Therefore, if we are unable to understand the details, we will change them to the appropriate name (shoe fee, apparel fee).
Once you have completed your order, please contact us using the inquiry form.
If the items are not yet prepared for shipping, we can include them in the same package, but if the items are already prepared for shipping or if you request this after the items have arrived, they will be sent by mail.

Not only apparel, but bags are also part of fashion, so size is important.
I also think that size is an important factor depending on the purpose of use.
We have added "Bags" from the accessories category to the items eligible for our free return service!
Please feel free to try it out at home and return it at your convenience.
Please click here for more details.

If you wanted the fastest delivery possible, you could select "No preference," but based on your feedback, we have changed the options text from "No preference" to "No specified date *Shortest delivery possible."

There is no need to contact us regarding our free return service for athletic shoes and apparel.
Please go to My Page → Purchase History List → Order ID and proceed to submit your return request.
The button will be displayed if you have purchased an item that is eligible for return and is within the return period.

As an additional improvement, we have changed the order ID, which was previously difficult to see, to red, making it easier to see that it is clickable.
We have added a note below the purchase history list that states that you can submit a return request.
*This is a members-only service and is only available online.

You can now change the details of your application during the lottery application period.
Please go to the lottery form page and click on the button "Click here to confirm or change your application details."
*To confirm, you will need your application email address and myNB membership ID.

When shopping online, unlike in a store, you are able to try on and check the shoes yourself, and we recommend that you also rearrange the shoelaces to fit your feet.
You may have concerns about size even before you make a purchase.
We have created a video on how to try on shoes correctly, so please refer to it at [New Balance FITTING SERVICE].
We believe that choosing shoes that fit properly is important in order to enjoy sports and walking safely.
We will continue to upload useful content, so please look forward to it.

We have changed the wording on the "Processing Status" page on your My Page.
There are three stages of display for shipping.
① Order completion message → [Thank you for your order. Your order has been accepted.]
② The data is sent to the warehouse, shipping preparation begins, and the display until shipping begins → [Shipping preparation will be performed at the warehouse. Please wait for a while. *Depending on the situation, such as busy periods, it may take some time until shipping.
③Shipped message → [Shipping has been completed. We look forward to your next purchase.]

*If you specify a desired delivery date and time, ② will be displayed until the item is shipped 2 to 3 business days before the specified date.
*If the shipping schedule changes during busy periods, etc., the item will remain in ② status until it is shipped.

We are currently receiving a large number of inquiries, and our phone lines are busy, which we apologize for any inconvenience.
We conducted verification and made improvements to telephone waiting times.
Although the call tone would disconnect after a certain period of time, we have changed it to a hold tone and extended the maximum waiting time to 5 minutes.
Please feel free to contact us via chat or email.

An email will be sent for each product and size registered in your favorites. Therefore, multiple emails may be sent depending on the number of items registered. We have improved the email sending process to include the following explanation, such as that the email is from your "Favorite Items".

[Additional Contents]
*You will receive one email for each product and size you have registered as a favorite. Therefore, you may receive multiple emails depending on the number of items you have registered.
*If you wish to cancel, please delete the registered product from "Favorite Items" on your My Page.
*This notification email does not guarantee that you will make a purchase.
Please note that some products are in short supply and are very popular, with many customers adding them to their favorites.
Please note that once the price is changed, sizes may sell out or items may become SOLD OUT immediately.
(Stock may change depending on customer cancellations.)

Currently, d Payment, Merpay, PayPay, and Yamato deferred payment cannot be used for products with a limited number of purchases. We apologize for not being able to improve our service, but we have made improvements to display a payment alert on the cart confirmation screen before proceeding to payment.

Thank you for posting your review. You can post a review from My Page after logging in and selecting "Write a Review" in the order details. As an improvement to the posting screen, since the explanation and guidelines between the product name and input screen were long, we have reduced it to only the necessary items and made it easier to read. We look forward to your future posts.

As of Saturday, April 15, 2023, the lottery application terms and conditions have been revised to require linking your myNB account with your LINE account.

We have received a lot of feedback, including comments about high expectations, busy websites for popular products, and being unable to purchase products because people are at work when the products are released.
Starting in August 2021, we have introduced a lottery sales system exclusive to members, creating an environment where anyone who is a member can apply, rather than being first come, first served.
There have also been cases of fraudulent activity in the lottery sales, such as the creation of fraudulent accounts and the creation of a large number of accounts with variable information, so to improve this situation we are linking our LINE accounts to prevent the creation of multiple accounts.
We have received a lot of feedback, such as "It would have been nice if this product was also sold by lottery," so we will continue to take measures to meet your expectations.

A new feature is the ability to search by hashtag. Hashtag items that match the characteristics of the product will be displayed at the bottom of the product details page to automatically categorize the content that people often search for and make it easier to search. For example, if you click on "#Rainy Day Shoes," related products that are waterproof or water-repellent will be displayed as search results. #Thick-soled shoes will result in both running shoes and lifestyle shoes, regardless of category. Please try it.

Based on multiple opinions, we have added this item to the categories covered by our free return service for athletic shoes as of April 25, 2023.
Basketball shoes are very popular, and some people wear them for fashion, but for club activities and competitive players, choosing the right size is extremely important.
If you are unsure about which size or model to choose, please feel free to use our service, which allows you to purchase multiple items, try them on at home, and return them with no hassle as return shipping is free.
Please click here for more details.

We have received complaints that when applying for the lottery, it is difficult to input the numbers for the address. The lottery application site has been improved to automatically determine whether numbers are half-width or full-width.

We received many comments about this in our survey last year. Starting February 10, 2023, we will be offering free shipping to members only for purchases of 5,000 yen or more (tax included).
If you are a non-member (guest), shipping is free for purchases of 7,000 yen or more (tax included).
*Shoes in the kids' category on the official online store are always delivered free of charge.
*All items are shipped free of charge for members with Silver rank or above.
If the total amount of your order is 7,000 yen (including tax) (less than 5,000 yen for members), shipping costs will be 660 yen (including tax), and 1,100 yen (including tax) for Hokkaido and Okinawa Prefecture.
*If the delivery address is a remote island, we will contact you separately to inform you of the fee.

Thank you for your kind words. You can now add staff members to your favorites! Also, in staff styling, we have added a "video" that shows you the feel of the clothes and the image of the staff members. For apparel, you can feel closer to coordinating them, such as the movement of the fabric and the drape when worn casually, which is also a trend. We hope to continue to improve the site so that it will be useful for your shopping. For more information, please click here.

We list the reference size on the product detail page, but please try our new service, unisize. unisize supports online fitting, where you can find the best size of apparel for your body type by answering a simple questionnaire of about 1 minute. You can also compare it with products you already own or have purchased in the past. * unisize is a service that compares your body with the product and suggests the perfect size. Please refer to the silhouette to select the size you prefer (loose fit, tight fit, etc.). For more information, please click here.

We have completely revamped the cart screen before proceeding to the purchase screen. We have changed the layout of the information, enlarged the product images, and improved the page so that it is easier to check the details before proceeding to purchase, such as your current available points, coupons you have, and campaigns. Each item on the order screen is also easier to see.

From December 16, 2021, you can now choose "pay later".
You can complete the purchase process by verifying your email address and mobile phone number at the time of ordering.
You can shop with just your email address and mobile number, no credit card required.
*You will need to enter the 4-digit verification code sent via SMS.
Multiple purchases can be paid together by the 10th of the following month.
Please refer here for details.

Merpay is currently available at the official online store. Also, from September 8, 2021, you can now use the cashless payment service "PayPay" at both the official online store and outlet!
You can accumulate PayPay bonuses according to the payment amount with PayPay.
Please refer here for details.

We recommend Ranking Market. It has a function where you can enjoy various rankings, such as basic rankings such as shoes and apparel rankings, rankings perfect for the season, and store rankings from the New Balance official store.
You can also set your own preferred conditions and view the rankings!
*New Balance Official Store rankings are for myNB members only.
For more information Here Please refer to.

We have made improvements so that you can select the same payment method as the official online store at the outlet.
Amazon PAY, dPay, and Kuroneko deferred payment (convenience store payment/post office transfer) have been added.
Please refer here for details.

In accordance with the increase in the consumption tax rate from 8% to 10% on Tuesday, October 1, 2019, we have changed our price indication from "price excluding tax" to "price including tax" as of Thursday, December 5, 2019.
Example: Before: 5,000 yen + (tax) ⇒ After: 5,500 yen (tax included)
*In some news releases and previously published content, prices may be listed excluding tax.

To enhance security, the official New Balance online store has implemented additional authentication.
In addition to entering your ID and password, you will also be required to enter a security code, which helps prevent unauthorized access to your information by anyone other than you.
If you connect from the same browser, additional authentication will be omitted from the second time onwards, so you won't have to worry about using the browser you normally use.
*If you are an existing member who registered before June 13, 2019, your membership will be set to [Do not use]. If you wish to use the service, please change your setting on My Page.

We have made the change so that it will be reflected when you log in to the [MyNB] tab at the bottom of the app. For your convenience, please log in before shopping.

Just enter the number in the search window and the shoe model number and image will be displayed. It's now easier to search even if you don't know all the part numbers.

When selecting [Payment Method] on the order screen, if you select [Yamato Postpay], the following information will now be displayed.

【Display content】
For Yamato postpaid delivery, a payment slip will be sent to you by mail separately from the arrival of the product. Please pay at your nearest convenience store or post office. *The sender will be Yamato Credit Finance Co., Ltd.

We have changed the review display to show a 10-star rating below the cart. The reviews are also displayed with the user's size, so there are many wonderful reviews about the fit and how they felt when wearing the item. Please refer to them when making your purchase!
You can also post reviews by logging in and going to your My Page, under "Write a review" under Orders. Please write your impressions of the product you purchased and the reasons why you felt that way. We will give you 100 points!

There is a "Staff Styling" section where staff from our directly managed stores act as models to introduce our products. At the bottom of the product details, you can also see "Styling using this product." On the following page, you can also search for your favorite style by entering search criteria.
Please click here for more details.

You can now earn points at our official online outlet!
All customers of all ranks will receive 1% of the purchase amount.
Points will be awarded 30 days after the purchase date (shipping date for online stores).
Please click here for more details.

We have launched a new free return service for athletic shoes, available exclusively to myNB members.
This service allows you to try on shoes at home and easily return them to eliminate any concerns you may have about the size of your athletic shoes.
If you don't have time to go to the store, you can take your time getting fitted in the comfort of your own home.
If you are unsure about which size and width to choose, we recommend that you purchase two pairs and try them out. You can then choose the pair that fits you best. *You will be charged the full amount once, and the difference will be refunded after you return the item.
You can also request a return from the purchase history details page in your My Page, eliminating the need to fill out a return slip.
Please click here for more details.

Starting at 3:00 p.m. on September 11, 2019, we will be launching a new service: free shipping on kids' shoes at any time.
Choose the perfect shoes for your child together with you, without having to worry about shipping costs, based on their developmental stage.
*Applies to products in the kids category on the official online store.
*Excluding official online outlets.

We have received many comments regarding our membership system.
On April 16, 2019, our directly managed store memberships were integrated into the "myNB" membership, making it even more convenient!
By merging the two systems, points have been unified and you can use and earn points at both the official store and the official online store.
Please click here for more details.

We have started a convenience store pickup service and created original delivery bags perfect for takeaway!
We understand that some customers may have been confused when they received their parcels in paper bags that were not designed for carrying. We apologize for not being able to provide this service at the start of the service.
It has a stylish and convenient design that can be carried by hand or folded up to be used as a clutch bag.
You can check out the design here.
*Depending on the size of the product, shipping bags may not be available.
*Please note that shoes (excluding children's) will be delivered in cardboard boxes.

Starting November 2, 2018, we have launched a service that allows you to pick up your items at a convenience store that is convenient for you, such as your home, office, or travel destination.
There's no hassle of redelivery, so it's also reassuring for women living alone who may be a little worried about receiving the package at home.
You can find out more details here.

In response to your feedback, we have revised our shipping fees to match those of our official online store, effective from 12:00 on August 29, 2018.
[Before revision] Shipping fee is a flat rate of 650 yen (tax included) regardless of the order amount.
[After revision] Free shipping for orders over 5,400 yen (tax included)
If your order amount is less than 5,400 yen (tax included), the shipping fee is 650 yen (tax included).
Please take a look. The official online outlet is Here

*We have revised the prices again due to the consumption tax increase on October 1, 2019.
[After revision] Free shipping for orders over 7,000 yen (tax included)
If your order total is less than 7,000 yen (tax included), shipping is 660 yen (tax included) and 1,100 yen (tax included) for Hokkaido and Okinawa Prefecture.

The total order amount shown in the order completion email and shipping email, as well as the total payment amount shown on the purchase invoice (delivery note) included with the product, are amounts before using d points and may differ from the actual amount charged.
Regarding the total confirmed payment amount, please be sure to check the amount stated in the order completion email from Docomo, which includes the amount used for points.
*"d Points used" and "d Points to be awarded" will not be listed in emails or statements from this online store.

We are sorry that we are unable to improve the service we currently provide and would like to ask you to confirm this.

It has been posted on the page about golf shoes.
You can find out more about our cleats, 2-year waterproof guarantee and our golf shoe product page here.

Sale items were not eligible for return, but due to improvements in the services of the official online outlet, the return policy of the official online store has also been improved. Sale items will now be accepted for return.
Please click here for information on returns on the official online store.

It has been a month since we opened, and we understand that there are a variety of opinions about changing the service we offer.
As a result of considering further improvements to make it easier for more customers to purchase our affordable products, we have decided to start accepting returns from June 6th, 2018 at our official online outlet, even though we think it may be a little premature.
Returns will be subject to the same criteria as for regular products.
Please click here for information on outlet returns.

We received a lot of feedback on this matter.
To provide our members with great deals, great bargains and to make shopping even more enjoyable, we opened our official online outlet on May 10, 2018.
You can purchase previous season's cleats, training shoes, and sportswear at 30% to 50% off.
This membership will be the same as that of the official online store, myNB, so current members do not need to register again.
Please take a look. Official online outlet is here

We have received a lot of feedback regarding the birthday coupon.
In order to make this available to more members, we have changed this offer to apply to all products from May 2018.
If you have any requests other than sale items, NB1 custom shoes are also included.
The terms of use remain the same, and you can use this coupon for purchases of 11,000 yen or more (tax included). For more details, please check your own special coupon on My Page.

We have picked up some of the most common questions we have received and added them to the operation screen.
[I can't log in]
●Is your email address entered correctly?
→Please make sure that you enter half-width characters.
●Is the password entered correctly?
→ Half-width alphanumeric characters. Uppercase and lowercase letters are also recognized.
If you have forgotten your password, please reset your password.

[I can't reset my password]
If any of the following apply to you, please contact us using the inquiry form.
●Are you still using the registered email address?
→If you do not use it, you will not receive the reset email.
●Have you entered the wrong password multiple times?
→Your password may have been locked.

We have added this to the FAQ. The gift will be given on the 1st of each month (or the next business day if the day falls on a holiday). For customers who register on the same month as their birthday, the gift will be issued and available for use the day after the registration date.
You can check it in the "Your Own Special Coupon" section on your My Page.

Yamato postpaid has been added.
Unlike cash on delivery, payment can be made by invoice sent to you after the product arrives.

Amazon Pay has been added as a payment method.
Customers who have registered as members using their Amazon account can log in using their Amazon ID and password.

When you select the size of an out-of-stock item, the "Add to Cart" button will change to a "Request Restock" button. You can request restocking for each item and size from the product page.
We will notify you by email when the item is back in stock. You can check your restock request items in the "Restock Notification Request Items" section of your My Page.