Customer Care

30 Day Unconditional Return Policy


New Balance is so committed to your 100% satisfaction, we guarantee it! If you are not satisfied with your purchase, simply return it within 30 days of receiving your order for a hassle-free refund.

Return Instructions

  • Item(s) must be unworn, in new condition with original box or packaging and tags.
  • Fill in the returns form that is located in your parcel or alternately download (attached) to print from here. Once filled in, place in your return parcel.
  • Visit the Australia Post website via this link, fill in the blanks and print your return label to secure on your return parcel.
  • Drop off parcel at your local post office within 30 days of receiving your order. Return postage is free if within an Australian location.

Important: The return address is not a retail location, all returns must posted and cannot be visited in person.


Once your returned merchandise is received, we will credit your original form of payment. Refunds will be credited for the purchase price along with any applicable taxes. Please allow 5-10 business days after receipt of your package to process your refund and for the credit to reflect on your account statement.


We currently do not offer exchanges through the post. If you wish to exchange an item for a different size, style or colour, please follow the returns process and initiate a new and separate order online. Alternatively, exchange at any of our New Balance stores nationwide or call 03 9582 5582 to place another order. It is best to check with the store first to make sure that your exchange item is available.

Damaged or Defective Items

We are happy to replace all items damaged in transit and/or containing a manufacturer's defect. Delivery charges incurred will be waived. Please contact Customer Care at (03) 9582 5582.

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