FREQUENTLY ASKED QUESTIONS
MOST FREQUENT FAQS
SHIPPING & DELIVERY
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-day no-hassle Return Policy with 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 premier and 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 of glues depending on what is available. Some of our glues will contain animal products as many glues do. Although the shoe may be made of synthetic leather it does not mean it will be completely vegan.
What is the difference between a neutral shoe, a stability shoe, and a motion control shoe?
A "neutral" or cushioning shoe is made for both those with a neutral walking or running gait and for those who supinate (or roll outwards in their gait). If the wear on your sneakers looks even on both the inside and outside heel, you are probably a neutral runner.
A "stability shoe" is one that helps with pronation control. This type of shoe is designed with technology such as a Rollbar, TS2, Extended Web, Stabilicore or medial and lateral posts. If the wear on your sneakers is mostly on the inner tread near the ball of the foot, you might need stability control.
A "motion control shoe" is one that helps with moderate to severe pronation. This type of shoe will have the Rollbar technology combined with the medial and lateral posts. If there is severe wear on your sneakers on the inner tread near the ball of the foot, you might need motion control.
Why do you update your styles?
Sometimes new "updated" shoe models have new technology added to enhance the performance of the shoe. For other shoe models, there may simply be a small variation from the previous shoe model, for example, new colour, style or new midsole material. When we make a change it is designed to benefit you. We only release the new model after significant planning, followed by extensive wear-testing.
What is overpronation or underpronation?
Overpronation occurs when your foot exhibits too much inward motion during your running or walking gait. Underpronation, also known as supination, occurs if you don't have enough inward motion during your gait. Either condition can cause foot health problems over time, but we offer a broad line of shoes designed to help correct your gait.
I stand all day at work. What should I look for?
You'll want to choose a shoe that provide a solid platform and good shock absorption. Sometimes it may seem logical to choose a shoe that is as cushioned as possible, but think of standing on sand at the beach. The sand feels soft, but will fatigue your feet over time. So, if you are on your feet the majority of the day, then a supportive platform is necessary.
My shoes squeak. What can I do?
We make our shoes with removable inserts. Sometimes air or moisture can get trapped between the insert and the rest of the shoe and cause a squeak, or the way an orthotic fits can cause friction and therefore noise. A common fix that often works is to sprinkle some baby powder down into the shoe. Squeaking is common if you wear your own orthotics, so try baby powder or even a folded paper towel or dryer sheet, and you should notice an immediate difference. Contact us if you still have trouble.
How do I clean my shoes?
The suggested cleaning method for New Balance shoes is to use a light bristle brush (old tooth brush) and a light detergent (dish washing or laundry). Scrub the shoes with the brush and use a damp cloth to wipe clean. Allow shoes to air dry thoroughly for about twenty-four hours. If purchasing a cleaning product, be sure that it is silicon-based to prevent any possible damage to the footwear. Putting shoes through a washing machine cycle is NOT recommended. **Note that if you have suede shoes or leather shoes you would need to use a suede or leather cleaner. Follow the instructions on the brand of cleaner you are using to clean your shoes.
What is a shoe last?
A shoe last is the 360° mould upon which a shoe is constructed. The last used affects the overall fit of a shoe with a focus toward the heel width, instep height, forefoot width, and toe box depth. Some of our shoes will feature a deeper toe box or a wider forefoot, while others might offer a narrower heel. We make a variety of lasts and offer extensive width sizing to allow for the best overall fit in the shoe industry.
Since we are aiming for a 360° fit (most companies simply try to fit your length), this answer is dependent on your previous experiences and current needs. If you find that you can typically go into a shoe store and purchase a shoe right off the shelf, you should be fine with our standard lasts.
How do I know which size or width to order?
The best way to determine size is to have your foot measured at your local New Balance store or shoe store. A secondary option is to simply check the size of your current shoes which fit the best; we list a size chart on our site to help.
Why don't you make this shoe in my size or width?
Though New Balance is known for producing the most extensive range of sizes and widths, we're unable to make every style in every size/width combination. We strive to provide options for everyone, so contact us if you would like some help.
Did you change your sizes? My usual size did not fit!
It's frustrating when you purchase a new shoe that doesn't fit, but we can help you identify the reasons behind the difficulty. First, keep in mind that we make shoes on multiple shoe lasts and the shoe last used during construction affects the overall fit and feel of the shoe. A shoe made on the SL-1 shoe last will feel different than shoes made on the SL-2. Plus, sometimes after wearing a shoe for a long time and our feet become used to it, even if there is barely any cushioning or support left. As a result, new shoes with fresh cushioning and support can feel different. There could also be slight differences resulting from the hands-on nature of shoe manufacturing and the materials used. Another factor to consider is that feet do change over time, so it's a good idea to have them professionally measured to rule out a possible size change.
What should I do if my product arrives damaged or defective or isn't what I ordered?
Before sending the product back, please email some pictures and your order number to our Customer Care team. They will instruct you on what to do next. Thank you.
SHIPPING & DELIVERY
How long does delivery take?
Please see our shipping costs, methods and delivery times.
How much are delivery costs?
Please see our shipping costs, 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$75 including 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 the contract of purchase is with the respective store or reseller. Please contact the store or reseller directly and they 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 cannot be cancelled or changed. If you have ordered the incorrect size or have made a mistake while entering your address, 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 days after 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 and delivery times.
Please click the below link to track your order:
I received part of my order, where is the rest?
Occasionally some items in your order may ship separately. You can track and view your order status by clicking the link below:
In which country can I make an order?
New Balance now serves the following countries/regions--visit our other online stores for all of your New Balance here.
How do I get my 15% off Welcome offer?
Once you subscribe newsletter on New Balance, a 15% off welcome coupon code will be sent to the registered email address. Enter the coupon code in the shopping cart to enjoy the discount. If you have not received the welcome email, please try checking your spam mailbox. The coupon can only be used only once, and is not applicable to fixed price and mark down price products, nor can it be used in conjunction with other promotions.
Why has my discount code not been applied?
Discount codes are subject to restrictions. Some discount promotion may only apply to a specific category of products. Please note that you can use one discount code only for one order.
Common issues with promo codes:
- Check spacing, character errors and/or spelling mistakes.
- The voucher code field is case-sensitive. Check that ‘Caps Lock’ button is not on and use uppercase where necessary.
- Check you’re not mixing up the numbers 0/1 and the letters O/I.
Why was my order cancelled?
Your order may have been cancelled due to lack of stock, payment issues or problems with the delivery address. The most common reason for cancellation is that we ran out of stock of your size before processing your order. When that happens, you are notified via email about the cancellation. If your order (or part of your order) is cancelled, the money won´t be taken from your account or the order total will be adjusted accordingly. You may have seen a pre-authorisation on your account when the order was placed, but the authorization will be dropped by your bank or credit card company according to their processing times (this typically takes 5-10 business days).
Your order may have been cancelled if New Balance believes you are involved in purchase for resale. The Platform is intended solely for New Balance to sell New Balance products direct to end consumers, and therefore purchase of products for resale is strictly prohibited. Purchase for resale means the purchase of New Balance product by someone who resells, or intends to resell, the New Balance product to others (consumers, businesses or any third party). If New Balance believes you are involved in purchase for resale, New Balance reserves the right to take any action against you, including, without limitation, to restrict sales to you, cancel your orders, and/or suspend or close your account.
How do I return an item?
You have 14 days to return your order completely FREE.
- Call Customer Care at Hong Kong +852 800938547, Macau +853 0800657 or firstname.lastname@example.org to state out your return request and reason for returning.
- You will then be reached out by our Customer Care to communicate returns instructions.
- The product(s) to be returned must meet SELLABLE CONDITION, together with the original packaging. Products that were delivered in separate parcels should be returned separately.
- The products will be collected by our assigned courier service provider, Kerry Logistics Asia Pte Ltd, at the original shipping address.
- Allow 3-5 business days for the processed and verification after order receipt. You can reach out our Customer Care to get a status update.
- Your refund will be credited to the original form of payment. Shipping and handling fee is non-refundable. The refund can take up to 10 business days, from the date we submit the refund application, due to varying processing times between payment providers.
Return / Exchange Exclusions:
- products not sold through New Balance Hong Kong Online Store;
- products that are bought during specific offers or promotional events which explicitly state that return or exchange are not allowed;
- where the product is used, washed, processed (e.g. altered size), soiled or damaged, the logo is cut, and other merchandise not in re-sale condition;
- where the electronic invoice or order number issued at the time of purchase is lost;
- orders that exceed the return / exchange period;
- other circumstances in which the consumer has no right to return / exchange according to this policy and the applicable law.
If you feel your item is defective, please see below.
Click here for more information on returns.
Delivery charges incurred for returns will be waived if you receive products damaged in transit and/or containing a manufacturer's defect. You have 14 days to return your product(s) by following the returns process. Please return the product(s) together with the original packaging. Please note that defective items sent back to New Balance without approval will not be reimbursed. In order to authorize the return of a defective item, please contact us.
When can I expect my refund?
Refunds will be credited to the original form of payment for the original purchase price of the product. Shipping and handling fee is non-refundable.
- Please allow up to 10 business days after we receive your package to process your refund and credit your original form of payment.
- If you are returning an item you received as a gift, the refund will be credited to the original form of payment used for the purchase at this site.
- Please note, we are unable to refund your order if you do not follow the correct return instructions.
How do I exchange an item?
New Balance does not issue exchanges. We recommend placing a new order for a replacement item. Our inventory changes often and select sizes and colours may sell out.
- Place a new order online.
- Follow our return process to send back the original item for a refund.
Click here for more information on returns.
What happens to my welcome offer if I decide to return or cancel the order?
If you have returned an order which you placed using your 15% welcome offer, you will be provided with a new one. To receive the replacement voucher code please contact our Customer Care.
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 you would prefer not to set one up, just skip that step altogether and check out as a "New Customer or Guest".
When you create a password during the checkout process, this creates an account on newbalance.com.hk. With this account, 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:
Will you rent my name and contact information to other companies?
Why is my order not showing in my account?
It may take a few minutes for an order to show in your account. If the order does not show in your account immediately after being placed, please check again later. If you have created your user account after order placement the order will not show up in your account.
How do I delete my customer account?
We are sorry to hear that you’d like to delete your account. In order to process this request, please contact our Customer Care and a member of our team will be happy to assist you. Please provide your full name, as well as the email address you used to sign up with.
What payment methods do you accept?
Click here for more information 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 is secure during transmission, we employ leading edge encryption technology and Secure Socket Layers (SSL) while processing any personal information you supply. These controls are certified by Entrust Datacard, a leading Internet security company. Learn more about Secure Shopping