A. We do not accept size exchanges. If you wish to exchange an item, please return it and place a new order for the size you require.

A: Please see here for return instructions.

A. [Only for unused items] You can return the item if you contact us 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.

以下の商品は返品をお受けできませんので、ご注意ください。

・商品出荷日から15日以上経過した商品

・お客様のもとで、汚損が生じた場合（クリーニングされた商品、裾上げや名入れ等の加工された商品、汗やニオイの付着、汚れ、キズが生じた商品）

・一度ご使用になった商品　例：シューズの外履き（試し履きも含む）、開封済みの靴下、シューレースなど

・ご返送時の状態が、お届け時の状態と著しく異なっている場合（タグ、取扱い説明書、靴箱、シューズの詰め物、商品を入れている袋などを紛失、破損された商品）

・衛生商品を肌に直接身に着けた場合

【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.

※ソックス、リストバンドなど衛生商品につきましては、ご試着はご遠慮ください。

※返品を希望される場合は必ず、『お問い合わせフォーム』『お電話』よりご連絡をお願いいたします。

靴箱も商品の一部ですので、靴箱に直接発送伝票を貼って返送された場合、返品はお受けいたしかねます。 商品到着時の外箱(段ボール)を是非ご利用ください。

※公式オンラインストア限定サービス

・対象商品のみ返品無料サービスがございます。詳細は【こちら】よりご確認ください。

・スポーツブラのためのNew Balance FIT PROMISE

対象スポーツブラは、商品タグを外してご使用後でも、購入日から14日以内であれば、商品代金を返金いたします。対象スポーツブラは商品ページにてご確認ください。

A. As a general rule, 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.

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

*Customers are responsible for shipping and transfer fees for returns.

A. Yes, it is possible. However, products that are marked as "non-returnable" on the product page are excluded.

A. After we have confirmed the returned item, we will refund you within 7 business days.

*Depending on the situation, such as peak season, it may take 8 to 14 business days.

*We do not notify you when your refund has been completed, so if you would like to receive a refund, please contact customer care.

A. "CASH POST" is a service that allows you to send money to customers with only the minimum necessary personal information.

Customers can call, email, or write their account information on the return card, eliminating the need to contact us.

You can specify the refund destination, so you can use it with peace of mind.

A. There is no need for you to contact us with your account information. All you need is the email address you used when placing your order. We will process the return after confirming the item.

After receiving the refund email, please follow the steps below.

①You will receive an email from our online store with information on how to process your refund via CASHPOST.

②Please access the receipt procedure screen from the URL provided and choose your preferred receipt method.

3) Receive your refund via the method you selected.

​How to receive by bank transfer

How to receive at Lawson

How to receive money at Seven Bank

*Please check your spam settings. Please make sure you can receive emails from @newbalance.jp.

* In the case of refunds via CASHPOST, a fee of 330 yen (tax included) will be deducted from the refund amount.

*The valid period for receipt is within 2 weeks from the arrival of the refund procedure email.

A. Points will be returned to you once the refund is completed.

A. If you use a debit card, the amount will be debited from your account immediately at the time of ordering (at the time of credit approval).

Although it depends on each debit card, when you return an item, it may take 1-2 weeks for the data information to reach the credit card company after the refund process is complete.

If the sales transaction is processed with an amount different from the amount at the time of authorization, double withdrawals may occur. The amount at the time of authorization will be refunded at a later date, although it will take time for the bank to process the extra amount.

[Please note] We cannot cancel orders after they have been placed. However, if you cancel an order, due to system limitations, it may take 45 to 70 days (however this may vary depending on the card company) to refund your payment after the cancellation date.

A. If the product you receive is damaged, dirty, or has any other quality issues, or if the product you receive is different from the product you ordered, please contact us using the inquiry form.

Please return the product within 14 days of delivery, postage prepaid.

Please use Yamato Transport to return the item as payment on delivery is required.

*Please note that if the exchangeable item (same item, same size only) is out of stock, we may have to refund the product price.

A: Please contact us using the inquiry form.

【Return address】

〒277-0804

New Balance Japan DC iMission's Park Kashiwa 2, 7-1 Shinjuyoni, Kashiwa City, Chiba Prefecture

[New Balance Official Online Store] Product Return Department

*Please be sure to write [New Balance Official Online Store] in the address field.