FAQs

Delivery

How long will it take for my order to be delivered?

Delivery depends on the items being ordered. All stocked items can be delivered within five to seven working days from point of order. 
Our warehouse will be closed from 24th December until 4th January, no orders will be processed during this period. During peak periods, whilst we endeavour to complete your order on time, delivery timescales can exceed the advertised lead time.

 

How much will my delivery cost?

At checkout there is one option for UK delivery. We use two couriers and this is dependent upon the products ordered. Playing shirts and New Era caps will be despatched via DPD with orders placed for all other items utilising Hermes as the courier. Orders placed for products that use both couriers will have products consolidated and be shipped by Hermes.

 

What countries do you deliver to?

We can dispatch worldwide to any country. Please note diffferent delivery charges may apply. For costs specific to your country, please contact us with your details and we will give you an accurate cost.

 

Can I track my delivery?

Upon dispatch, you will receive notification via email which contains your delivery tracking number and link to track your order.

 

Do I have to pay import duty on my order?

Any standard import duties you already pay on goods arriving from outside your country will still apply to New Balance clothing purchased from this website.

 

Will my products arrive at the same time?

Where possible, we try to deliver in one go. However if there is a stock shortage on a particular item, we will send out multiple shipments. You will not be charged for any additional shipping costs.

 

Can I contact someone about my order?

If you need to contact someone regarding your order please contact us.

 

What happens if I have been sent the wrong items?

You must inform us within 5 working days of receiving an incorrect order what items you want to return. We will send you a returns document that needs completing and then we will arrange collection of the goods. If you inform us after 5 working days, we cannot accept returns.

 

What happens if my order/package arrives damaged?

If your order is damaged please contact us and we will arrange collection of the damaged items. Once these items have been processed at our warehouse, you have the option of either a refund or a replacement item.

 

RETURNS

Can I return a faulty item?

We promise to refund, or exchange any items that are faulty within 30 days from date of delivery. The faulty item will be inspected before refund/exchange to ensure it has been treated in accordance with the care instructions outlined on the item. A refund will not be issued if the item has been misused in anyway and this has caused the fault. For further information, please refer to our Terms and Conditions.

 

If you would like to return your item for a refund or exchange, please contact our customer service team at sales@newbalanceteam.co.uk

 

Please note it is your responsibility to return any items to us. We recommend using a recorded service or acquiring a proof of posting certificate. It can take up to 14 working days to process your return from the time it is received at the returns department.

 

If you are returning items for a refund because they are faulty we will refund you the price you paid for the item (including delivery charges) and any reasonable costs incurred by you in returning the item to us.

 

Can I cancel my order?

You can cancel this contract up to 14 days following the day on which we deliver your order to you.

 

For more information please see our Terms and Conditions or Cancellation Instructions Form. Please note this right of cancellation does not apply to any goods that you have ordered which have either been made to your specification or personalised (e.g. with your name or team number) or which are sealed and are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery.

 

Ordering

What payment methods do you accept?

We accept payments by credit card/paypal.

 

How secure is it to use my credit/debit card with online payments?

Card details are sent directly to our card processing provider, encrypted using their SSL certificate. At no point in the ordering process are credit card details stored by our website.

 

Admin

What if I have forgotten my login details?

Please contact us and we will issue you a new password.

 

How do I check my order history?

Please login in to access your account and order history.

 

Legal

What is your privacy policy?

Click on the link to see our privacy policy.

 

What is your cookie policy?

Click on the link to see our cookies policy.

 

What are your terms and conditions?

Please click on the link to see our terms and conditions.