Need to contact New Balance and make sure they reply?
New Balance customer support overview
New Balance Australia offers accessible, multi-channel customer support to help with online orders, returns, product inquiries, and more.
Support is available via:
- 📞 Phone: 1800 953 074 (Mon–Fri, 9am–5pm AEDT)
- 📧 Email: nbweb.cservice@newbalance.com
- 💬 Live Chat (when available): Look for the chat icon on the website
- 🛍️ In-store support: Available at all official New Balance Australia retail stores
The brand’s Help Centre also provides quick answers to common questions. Most customers find New Balance’s support team helpful and responsive, particularly when it comes to returns or resolving quality issues. With free returns, price match offers, and warranty coverage, New Balance aims to make support simple and reassuring.
Common New Balance customer issues and complaints
While many shoppers enjoy smooth experiences, common complaints include:
- Order cancellations due to stock issues – Orders placed online sometimes get cancelled due to inventory errors.
- Shipping delays or missing parcels – Some orders take weeks to arrive or get lost in transit, with mixed success resolving these.
- Returns & refund delays – Some customers feel refund processing can be slow or unclear, especially for clearance items.
- Warranty claims – A few customers report being denied refunds for faulty products, told issues were “wear and tear.”
- Slow responses – Though support is available, occasional delays in email replies or difficulty reaching someone are noted.
That said, New Balance does respond to reviews and encourages customers to reach out when things go wrong. Persistence and knowing your rights (especially on defective items) can help speed up resolution.
How to contact New Balance customer support
You’ve got multiple ways to reach New Balance support:
- 📞 Phone: Call 1800 953 074 during business hours (Mon–Fri, 9am–5pm AEDT).
- 📧 Email: Send queries to nbweb.cservice@newbalance.com. Include your order number and any relevant photos.
- 📝 Help Centre & Contact Form: Visit the Help Centre to browse FAQs or submit a request.
- 💬 Live Chat: May appear during business hours, look for the chat bubble.
- 🏪 In-store Help: Visit any New Balance retail store for returns, exchanges, or product questions. Bring proof of purchase.
💡 Tip: Have your order number or product SKU ready when contacting support for faster service.
New Balance key customer policies: refunds, returns, cancellations and more
🔁 Returns & Refunds:
- Return items within 60 days for a full refund (unworn, original condition, tags intact)
- Free returns via prepaid Australia Post label or at retail stores
- Refunds issued to original payment method within 5–10 business days after processing
🔄 Exchanges:
- No direct exchanges online. Return the item, then reorder the correct one.
- In-store exchanges possible for store purchases (stock permitting)
🚫 Cancellations:
- Once an order is placed, cancellation is not guaranteed
- Contact support ASAP to try intercepting it
- Otherwise, return the item after it arrives
🏷️ Price Match Guarantee:
- New Balance will match lower prices from approved Australian retailers
- Valid for 60 days post-purchase if criteria are met
- Item must be identical and in stock. No clearance or grey imports
🛡️ Warranty & Defective Items:
- Covered under Australian Consumer Law
- Faulty items refunded or replaced. Contact support with photos
- Certain shoes include a 6-month outsole warranty
🚚 Shipping:
- Free standard delivery on orders $150+, or for logged-in members
- Standard: ~$10 flat rate | Express: $15
- Tracking provided for all orders
New Balance complaints submitted through Ajust
I contacted New Balance because my return still hasn’t been processed, and the hardest part has been the silence. I sent my trainers back via UPS locker on 15 October, but the parcel hasn’t been picked up from the access point, so my refund is stuck. New Balance customer service helped open a UPS investigation and gave me a reference number, but after being told it would take 15 business days, I’ve had no update. - Khadijah
Recent experiences with New Balance customer service
Fast refund for defect: A customer who received defective shoes emailed support with photos and got a full refund within days, plus a future discount as an apology.
Positive store resolution: An online order couldn’t be returned due to clearance status, but an in-store visit turned it around. Staff at Chadstone honoured the return and helped the customer find the right fit.
Delayed delivery but resolved: A delayed order with a broken tracking link was escalated, and New Balance express-shipped a replacement and apologised for the mix-up.
Official New Balance Customer Service Links & Contact Information
- 📞 Phone Support: 1800 953 074
- 📧 Email Support: nbweb.cservice@newbalance.com
- 💬 Help Centre: FAQs & Contact Form
- 🔁 Returns & Refunds Policy: Returns Guide
- 🏷️ Price Match Policy: Price Guarantee Info
- 🛠️ Warranty Info: Defective Products Guide
- 📦 Shipping Info: Shipping & Delivery
- 🏪 Store Locator: Find a Store
New Balance Contact FAQs
What’s the best way to contact New Balance Australia customer support for an order or returns issue?
New Balance Australia customer support can be reached by phone on 1800 953 074 (Mon–Fri, 9am–5pm AEDT), email at nbweb.cservice@newbalance.com, or live chat when available. For the fastest resolution, contact support with your order number and photos (if it’s a fault or damage issue). You can also visit an official New Balance Australia store for in-person help with returns, exchanges, or product questions.
What is New Balance Australia’s returns policy, and do I have to pay return shipping?
New Balance Australia allows returns within 60 days for a full refund when items are unworn, in original condition, and with tags intact. New Balance offers free returns using a prepaid Australia Post label or by returning in-store at official retail locations. If you’re unsure whether your item qualifies (for example, clearance purchases), contact customer support before sending it back to avoid delays or a rejected return.
How long do New Balance Australia refunds take, and why do they sometimes feel slow?
New Balance Australia refunds are issued to the original payment method within 5–10 business days after the return is processed. Delays can happen if return assessment takes longer, if details are missing, or if the item is a special case like clearance stock. To speed things up, include your order number, keep return tracking, and follow up by phone if you don’t see progress after processing starts.
How do New Balance warranty claims work in Australia if my shoes are faulty or wear out early?
New Balance warranty and defective item support in Australia is covered under Australian Consumer Law, and faulty products may be refunded or replaced. Start by contacting New Balance support with clear photos and purchase details, and explain the fault rather than general wear. Some shoes also include a 6-month outsole warranty, but New Balance may assess whether damage is a manufacturing defect or “wear and tear,” so documenting the issue early helps.
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