Our Commitment to Your Satisfaction

At New Balance Shop, we’re dedicated to ensuring your complete satisfaction with every purchase. We understand that sometimes products may not meet your expectations, which is why we’ve established a straightforward returns and exchanges process for our global community of active lifestyle enthusiasts.

Return & Exchange Timeframe

We accept returns and exchanges for most items within 15 days of your receipt of the order. This generous window gives you ample time to ensure your New Balance products meet your quality standards and fit expectations.

Eligibility Requirements

To be eligible for a return or exchange, your item must meet the following criteria:

  • Items must be in original condition with tags attached
  • Products must be unworn, unwashed, and free from any damage
  • Original packaging must be included
  • Proof of purchase (order confirmation or invoice) must be provided

Important Note on Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Underwear & Nightwear (all intimate apparel)

We make exceptions only if these items arrive damaged or defective.

Step-by-Step Return Process

1 Initiate Your Return Request

Contact our customer service team within 15 days of receiving your order using the template below. Send your request to: [email protected]

Subject: Return/Exchange Request – Order #[Your Order Number]

Dear New Balance Shop Customer Service Team,

I would like to request a [return/exchange] for my recent order.

Order Number: [Your Order Number]

Order Date: [Date of Order]

Product(s) to Return: [Product Name, Size, Color]

Reason for Return/Exchange: [Please specify reason – size issue, defective item, wrong item received, etc.]

Preferred Resolution: [Refund / Exchange for (specify product details)]

Contact Information: [Your Name, Email, Phone Number]

Thank you for your assistance.

Sincerely,
[Your Name]

2 Receive Return Authorization

Within 24-48 hours, our team will respond with:

  • Return authorization number
  • Shipping instructions and return address
  • Any additional instructions specific to your return

3 Package and Ship Your Return

Carefully package the item(s) in their original packaging with all tags attached. Include a copy of your order confirmation or the return form we provide.

Ship your return to:

New Balance Shop Returns
1908 Main Street
Tukwila, US 98168

4 Return Shipping Costs

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped, defective product, etc.). We recommend using a trackable shipping service and retaining your shipping receipt.

Refund Processing

Once we receive and inspect your returned item(s):

  • Processing Time: 3-5 business days after we receive your return
  • Refund Method: Refunds will be issued to your original payment method
  • Timeline:
    • Credit Card (Visa, MasterCard, JCB): 5-10 business days to appear on your statement
    • PayPal: 3-5 business days to reflect in your account

Original shipping fees are non-refundable for changed mind returns.

Exchange Process

For exchanges:

  • Follow the same return process outlined above
  • Clearly indicate the product you wish to exchange for in your request
  • We’ll ship your replacement item once we receive and process your return
  • If the exchange item costs more, you’ll need to pay the difference
  • If the exchange item costs less, we’ll refund the difference

Damaged or Defective Items

If you receive a damaged or defective item:

  • Contact us within 48 hours of delivery
  • Include photos of the damage or defect
  • We’ll arrange a free return shipping label and expedite your replacement or refund

International Returns

As we serve customers globally (excluding select remote areas and parts of Asia), please note:

  • International customers are responsible for return shipping costs and any customs fees
  • We cannot refund original international shipping costs for changed mind returns
  • Refunds will be issued in US Dollars, and currency conversion differences may apply

Need Assistance?

Our customer service team is here to help with any questions about returns or exchanges:

Email: [email protected]

Response Time: 24-48 hours during business days (Monday-Friday)

Business Address: 1908 Main Street, Tukwila, US 98168

This Returns & Exchanges Policy was last updated in January 2025 and applies to all purchases made from fashionitemsshop.com.