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Cannot be returned
- Note: Products purchased at newbalance.com.hk cannot be returned or exchanged at New Balance stores or authorised retailers.
www.newbalance.com.hk/en/returns/
Yes, online orders can be returned to New Balance and New Balance Factory Stores within 45 days of the purchase date for an immediate refund. To return to a store: Find your closest store here .
New Balance reserves the right to refuse worn or damaged merchandise. Unfortunately, we cannot accept returns on custom shoe orders. You have fourteen (14) days to return your order completely FREE. Contact our Customer Care team to state your return request and reason for returning.
Return to your local New Balance store or New Balance Factory store to receive an immediate refund. Be sure to bring the packing slip or a copy of your order confirmation email. OR 1. Print your FREE return shipping label - keep a copy of the tracking number
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Do you price match?
As the official website of New Balance Hong Kong, we cannot match the offers of our independent retailers.However, we do offer the largest available selection of New Balance shoes and apparel, as well as a 14-dayno-hassle Return Policywith Free Returns.
Do you have a particular shoe in stock?
New Balance offers the widest selection of New Balance shoes available anywhere, but typically focuses on premierand popular styles in each category. Our site lists all available styles and sizes. If your size isn't listed,it's currently not in stock.
Does New Balance produce Vegan Shoes?
Many of our models are made with synthetic materials. However, please note that we do use different types ofglues depending on what is available. Some of our glues will contain animal products as many glues do. Althoughthe shoe may be made of synthetic leather it does not mean it will be completely vegan.
How long does delivery take?
Please see our shippingcosts, methods and delivery times.
Do you offer free shipping?
Yes, standard shipping is free on all orders above S$75 by member checkout (final price has to be above S$75including other promotions, i.e Welcome Code).
Didn't order on site?
Items purchased at a New Balance store or our authorised reseller cannot be returned to newbalance.com.hk as thecontract of purchase is with the respective store or reseller. Please contact the store or reseller directly andthey will assist you further.
How do I cancel or change an order?
New Balance strives to deliver our customers the best possible experience. Orders process very quickly and cannotbe cancelled or changed. If you have ordered the incorrect size or have made a mistake while entering youraddress, please place a new order with the correct information. You will receive a refund for your first order once it has been returned. Please allow up to 10 business daysafter we receive your package to process your refund and credit your original form of payment.
Where is my order?
Packages are typically delivered via our assigned courier service provider, Kerry Express; please see our shipping costs, methods anddelivery times. Please click the below link to track your order: Track Your Order
How do I return an item?
You have 14 days to return your order completely FREE. 1. Call Customer Care at Hong Kong +852 800938547, Macau +853 0800657 or customercare@newbalance.com.hkto stateout your return request and reason for returning. 2. You will then be reached out by our Customer Care to communicate returns instructions. 3. The product(s) to be returned must meet SELLABLE CONDITION, together with the original packaging. Productsthat were delivered in separate parcels should be returned separately. 4. The prod...
Return / Exchange Exclusions:
1. products not sold through New Balance Hong Kong Online Store; 2. products that are bought during specific offers or promotional events which explicitly state that return orexchange are not allowed; 3. where the product is used, washed, processed (e.g. altered size), soiled or damaged, the logo is cut, andother merchandise not in re-sale condition; 4. where the electronic invoice or order number issued at the time of purchase is lost; 5. orders that exceed the return / exchange period; 6. o...
Defective Items
Delivery charges incurred for returns will be waived if you receive products damaged in transit and/or containinga manufacturer's defect. You have 14 days to return your product(s) by following the returns process. Pleasereturn the product(s) together with the original packaging. Please note that defective items sent back to NewBalance without approval will not be reimbursed. In order to authorize the return of a defective item, please contact us.
Do I need to set up an account to order online?
No you do not need to set up an account to order. Setting up an online account is completely optional. If youwould prefer not to set one up, just skip that step altogether and check out as a "New Customer orGuest". When you create a password during the checkout process, this creates an account on newbalance.com.hk. With thisaccount, you can keep track of your order history, enjoy faster checkout and store multiple shipping addresses. If you would like to set up an account, please click here.
I forgot my password, what should I do?
Please click on below link to reset your password: ResetYour Password
Will you rent my name and contact information to other companies?
At New Balance, we value your privacy. We do not sell your contact information to other companies. You can feelsafe entering your contact information on our website. Please review our Privacy Policyfor more information.
What payment methods do you accept?
Click herefor moreinformation on payment options.
How do I know your site is safe?
New Balance takes credit card information security seriously. To ensure the information you provide online issecure during transmission, we employ leading edge encryption technology and Secure Socket Layers (SSL) whileprocessing any personal information you supply. These controls are certified by Entrust Datacard, a leadingInternet security company. Learn more about Secure Shopping
newbalance.com orders may be returned at any New Balance store or New Balance Factory Store within 45 days of the date of your purchase. Simply present your packing slip or a copy of your order confirmation email to a store associate.
If you’re not 100% satisfied with your purchase, you can return your items for free within 30 days of the delivery date of your order. We aim to process refunds as soon as possible, however, please allow at least 10 working days after we have received the parcel in our warehouse for your refund to be processed.
