Need to contact

New Balance

and make sure they reply?

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.

While many shoppers enjoy smooth experiences, common complaints include:

1. Order cancellations due to stock issues – Orders placed online sometimes get cancelled due to inventory errors.
   
   
2. Shipping delays or missing parcels – Some orders take weeks to arrive or get lost in transit, with mixed success resolving these.
   
   
3. Returns & refund delays – Some customers feel refund processing can be slow or unclear, especially for clearance items.
   
   
4. Warranty claims – A few customers report being denied refunds for faulty products, told issues were “wear and tear.”
   
   
5. 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.

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.

🔁 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