Customer Care

In which country can I make an order?

New Balance now serves the following countries, visit our other online stores for all of your New Balance needs:

  • United Kingdom: New Balance UK
  • Germany: New Balance DE
  • Italy: New Balance IT
  • Spain: New Balance ES
  • France: New Balance FR
  • Austria: New Balance AT
  • Ireland: New Balance IE
  • Netherlands: New Balance NL
  • Belgium: New Balance BE
  • Luxembourg: New Balance LU
  • United States: New Balance US
  • Australia: New Balance AU
  • New Zealand: New Balance NZ

  • Canada: New Balance CA
  • China: New Balance CN
  • Czech Republic: New Balance CZ
  • Denmark: New Balance DK
  • Estonia: New Balance EE
  • Finland: New Balance FI
  • Greece: New Balance GR
  • Hungary: New Balance HU
  • Latvia: New Balance LV
  • Lithuania: New Balance LT
  • Portugal: New Balance PT
  • Slovenia: New Balance SI
  • Sweden: New Balance SE

  • Click here for information on territories to which we cannot ship.

    Delivery Methods & Costs

    New Balance offers FREE delivery on all orders over £50.00 / €50.00. Packages are delivered via UPS.

    Please note that the following delivery times do not apply to NB1 orders. NB1 orders will be made for you and delivered in 3 weeks. For more information on the delivery of your NB1 order please contact our Customer Care.

    See table below for time and costs:

    Destination Shipping Method Delivery Location Shipping Costs Free Shipping Threshold Delivery Times
    United Kingdom Express Address £ 14.50 - 1-2 working days
    Standard Address
    Access Point
    £ 4.50 £ 50 2-3 working days
    Germany Express Address € 15,00 - 1-3 working days
    Standard Address
    Access Point
    € 5,00 € 50 3-5 working days
    Austria Express Address € 15,00 - 1-3 working days
    Standard Address € 5,00 € 50 3-5 working days
    France Express Address € 15,00 - 1-3 working days
    Standard Address
    Access Point
    € 5,00 € 50 3-5 working days
    Spain Express Address € 15,00 - 1-3 working days
    Standard Address
    Access Point
    € 5,00 € 50 3-5 working days
    Italy Express Address € 15,00 - 1-3 working days
    Standard Address
    Access Point
    € 5,00 € 50 3-5 working days
    Belgium Express Address € 15,00 - 1-3 working days
    Standard Address
    Access Point
    € 5,00 € 50 3-5 working days
    Netherlands Express Address € 15,00 - 1-3 working days
    Standard Address
    Access Point
    € 5,00 € 50 3-5 working days
    Luxembourg Express Address € 15,00 - 1-3 working days
    Standard Address € 5,00 € 50 3-5 working days
    Ireland Express Address € 15,00 - 1-3 working days
    Standard Address € 5,00 € 50 3-5 working days
    Greece Express Address € 15,00 - 1-3 working days
    Standard Address € 5,00 € 50 5-9 working days
    Lithuania Express Address € 15,00 - 1-3 working days
    Standard Address € 5,00 € 50 4-5 working days
    Czech Republic Express Address € 15,00 - 1-3 working days
    Standard Address € 5,00 € 50 3-5 working days
    Finland Express Address € 15,00 - 1-3 working days
    Standard Address
    Access Point
    € 5,00 € 50 4-7 working days
    Latvia Express Address € 15,00 - 1-3 working days
    Standard Address € 5,00 € 50 5-6 working days
    Estonia Express Address € 15,00 - 1-3 working days
    Standard Address € 5,00 € 50 5-6 working days
    Portugal Express Address € 15,00 - 1-3 working days
    Standard Address € 5,00 € 50 3-5 working days
    Sweden Express Address € 15,00 - 1-3 working days
    Standard Address
    Access Point
    € 5,00 € 50 3-7 working days
    Denmark Express Address € 15,00 - 1-3 working days
    Standard Address
    Access Point
    € 5,00 € 50 3-4 working days
    Hungary Express Address € 15,00 - 1-3 working days
    Standard Address € 5,00 € 50 4-5 working days
    Slovenia Express Address € 15,00 - 1-3 working days
    Standard Address € 5,00 € 50 3-5 working days

    Since we know you may not always be at home when your delivery arrives, or you may not be able to receive deliveries at work, we are pleased to provide the additional option of delivery to a UPS Access Point. UPS Access Point locations are convenient places - such as local newsagents or other local businesses - that offer easy parcel drop-off or collection. UPS Access Point locations are designed to make your life easier as they offer weekend and evening hours.

    At checkout, you can choose to have your parcel delivered to a UPS Access Point instead of to your home/work address.

    To see if there is a UPS Access Point in your area, please click the below link:
    UPS Access Point

    To find your local UPS phone number, please click the below link:
    UPS Phone Number

    UPS Delivery Information

    UPS may deliver an order to the recipient or to any other person appearing to have authority to accept delivery of the shipment on the recipient’s behalf (such as persons at the same premises as the recipient).

    If no such person is available at the first delivery attempt the package may be left in the recipient’s letterbox (if suitable) or delivered to the neighbour, unless the shipper has excluded such delivery options.

    The recipient shall be informed of any alternate delivery arrangements (or redirection to a UPS Access Point®) by a note left at their premises.

    In the event your are unavailable to collect the delivery, where possible, UPS will deliver to a nearby UPS Access Point. For urban areas, the Access Point will be no more than 2-3KM away, and for suburban areas no more than 7KM. If no UPS Access Points are available, UPS will make a second and third delivery attempt. For more information on Access Points click here.


    How do I retrieve my parcel from a UPS Access Point?

    If your parcel has been delivered to a UPS Access Point, please take note of the instructions below when retrieving your order:

    Once your order has been delivered to an Access Point, you can collect your parcel at any time within the next 10 days. You can search for Access Point opening hours here.

    Always bring a valid form of ID with you, as well as your unique tracking number. You can find in your tracking number in the shipping confirmation email or online by tracking your order.

    **Tip**: This number is 18 characters long and always starts with “1Z” e.g. 1Z30R0336801864298

    If for any reason you are unable to collect the parcel within 10 days, it will be returned to the warehouse and refunded.


    How to locate your nearest UPS Access Point

    To locate your nearest UPS Access Point, please visit UPS Access Point Locations. To search, please enter your address or postcode into the search bar and click ‘Find’. The site will then display the closest UPS Access Points to your location. Once you know where your nearest Access point is, please follow our return instructions for how to correctly return your item/s.


    Schedule a UPS Collection

    If you are unable to return your item/s via a local UPS Access Point, you can schedule a free UPS collection. To schedule a collection, first read the instructions below and then follow this link.

    On the UPS website, please fill in the following sections:

    Section 1. Enter the tracking number without any spaces as shown on your pre-paid UPS label. **Tip**: This number is 18 characters long and always starts with “1Z” e.g. 1Z30R0336801864298.

    Section 2. You do not need to enter a UPS account number, please leave this field blank Then fill out your contact details for the location where you would like the collection to take place.

    Section 3. Please fill out the number of packages that you are returning and calculate the total weight of your package (a pair of shoes is roughly 1KG). Choose the shipping service which is ""UPS International Service”, then under that heading “UPS Standard“.

    Section 4. Please fill in the date, time and any special instructions for the driver for your desired collection time.

    Once you have filled in all the necessary information, press Next, review your details and press Next again. This collection service is FREE to all customers who have a valid UPS return label.


    Delivery to Multiple Addresses

    For deliveries to multiple addresses, simply place a separate order for each delivery address.

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