FREQUENTLY ASKED QUESTIONS
NOTICE: We firmly believe that our accountability to our customers is an operational and community responsibility by which we at New Balance and all brands should be held to. We ask for your patience while we navigate these unprecedented times as we prepare our business to meet current and future demands of our online store and the surge of orders experienced due to COVID-19. We are updating processes and operational requirements in order to achieve the expected and better the level of service and delivery being experienced currently. Thank-you for your patience. Team NB
- Delivery will take place within 10 working days of order being placed during Level 3.
New Balance will offer the following services for shipping of orders to a home or office address.
1.1 Standard Option: 3-5 working days – R80.00
Delivery will take place within 3 to 5 working days.
1.2 Express Option: 2 working days (Main centres only) – R120.00
Delivery will take place within 2 working days.
1.3 Free Delivery option: 3-5 working days
Orders over R1000 will qualify for free delivery. Standard Delivery Will Apply For Free Deliveries Only
- Express delivery: will only be offered in the following metropolitan areas: Johannesburg, Cape Town and Durban.
- Deliveries are only done between 09h00 and 17h00 from Monday to Friday (excluding public holidays).
- Express delivery ordered over a weekend, will only be delivered within the next two workings days.
- We will only fulfill orders with a physical location within the borders of the Republic of South Africa.
- Express delivery option will not be available during peak promotional periods such as Black Friday, Cyber Monday.
- Free Delivery option will take 3-10 working days during peak promotional periods such as Black Friday, Cyber Monday.
- Returns may take up to 10 working days to be collected during peak promotional periods such as Black Friday, Cyber Monday.
1.4 Contactless Delivery
- We will send you the driver’s name, photo and license plate number so that you know who is delivering your parcel.
- Check the license plate number that we sent you and confirm it’s the same as the driver’s vehicle.
- The driver will hand sanitise first and then retrieve your parcel for delivery.
- The driver will position it in a suitable place for you and step back 2 meters.
- The driver will request a photo of the premises.
- You do not need to be in the photo if you prefer.
- You will receive a message on your phone so that you can sign for your delivery.
- You are now ready to pick up your parcel.
- Details of vehicle registration, driver and messaging for proof of delivery will not be sent to customers in outlying areas, however, all other protocols will be in place.
View contactless delivery in action here:
Please enter Order Number Code with pre-fix "T" on the front of your order reference received into the section.
EG : T100012345
Please insert your tracking or waybill number.
Customer Protection Act compliant
3.1 Order Refusal on Delivery
The customer is allowed to inspect the goods on delivery and then refuse the delivery, they will receive a full refund.
3.2 Cooling off period, goods not fit for purpose
We will offer a 30 day returns policy. Please note that we will stipulate that the goods must be in original condition and packaging.
3.2.1 Defective Goods
We do have a 6 month quality guarantee on our products, please note the we will gladly refund the consumer if:
- the consumer has the original order number (so that we can prove purchase)
- the product is within 6 months old from date of purchase
- if it is a manufacturing fault (upon assessment)
- the product has been used for the intended use
- the product has been cared for according to wash/care label
3.3 No Replacements
Please be advised that all return requests are collected by New Balance within 3-10 working days of request. We do not replace returned items nor do we provide discount on new purchases if the item was purchased at a discounted price or voucher. The online store only does refunds and replacements which must be ordered online by the customer.
If you received the correct order but decide to return an item(s). Please note that no delivery cost will be refunded in this instance.
4.1 When will my order be delivered/what is my expected delivery date? Orders placed from 3 June will have up to a 20-25 working days delivery delay. Orders prior to 3 June – estimated delivery time within the next 15 to 20 working days
4.2 Are you offering a contactless delivery policy? Refer to https://newbalance.getmelive.co.za/covid-19-safety-measures
4.3 Should I wish to cancel my order, what is the process? Please follow the returns process and it will be collected however please note: all collections will start from 14 June 2020.
4.4 What happens if I want to return my item during the lockdown period? Returns will be collected from 14 June 2020. Please log a return via: https://newbalance.getmelive.co.za/returns Kindly expect a delay in refunds due to the high volumes we are experiencing. Your refund will only be processed when the stock is received at our warehouse.
4.5 Is it safe to order online/is it safe to take delivery during the lockdown period? As we not delivering during the lockdown period and you're making the purchase in the comfort of your home, no safety is being compromised.
4.6 Am I able to purchase items online during the lockdown? Yes you are, the order will be processed but there is a delay delivery – see point 1. Above.
4.7 My office is closed, and I need to change my delivery address – how do I do that? We will gladly assist with changing your address but this will only be able to deliver after the lockdown has been lifted.
5.1 Refunds for returns will be processed once the returned item has been received and inspected at our warehouse.
5.2 Once inspected it takes up to 3 working days for the payment to be processed.
5.3 It will take 7 to 10 workings days depending on your banking institution. Please note that the funds can reflect against the date of when the order was placed with us.
5.4 Please ensure you check this before assuming non-payment reflection, as it is a common customer query when refund reflects at date of purchase and customers have not been made aware.
New Balance running shoes range from racing flats to minimal styles to trail running shoes. Designed to meet the unique needs of runners, our variety of styles deliver the cushioning, stability or lightweight feel you need to perform your best. Constantly evolving and ever-changing to improve our running sneakers, New Balance is committed to bringing you fresh, high-performing products every time.
The model or style number is a naming system for our shoes. While most of our "higher-numbered" styles feature more technology than our "lower-numbered" shoes that is not always the case. When deciding on a particular shoe, both the intended use of the shoe and your individual needs should be considered. The full model number, which is broken down into 3 parts, can be located on the underside of the tongue.
The letters before the number designate the gender and the activity for which the shoe was designed, as follows:
MT = Men's Trail
WT = Women's Trail
MO = Men's Outdoor/Multi-sport
WO = Women's Outdoor/Multi-sport
MW = Men's Walking
WW = Women's Walking
MX = Men's Cross-Training
WX = Women's Cross-Training
MC = Men's Tennis
WC = Women's Tennis
KJ = Kid's Running
KV = Kid's Running with hook and loop closure system
KT = Kid's Tennis
KX = Kid's Cross-Training
RC = Racing/Competitive
US = Made in the USA
The last two digits in a running shoe's style number specify the type of shoe as shown below:
50 (Fitness Running): For training on roads or for indoor workouts, the 50 series offers the combination of visual attitude and innovation with the responsiveness and power athletes need.
60 (Stability): Designs that offer industry-leading stability to reduce pronation while also providing unparalleled cushioning and comfort (eg, 860).
70 (Light Stability): The perfect combination of stability and speed, all in a lighter, sleek profile designed for runners who train at a faster pace (eg, 770).
80 (Neutral): For high-mileage runners who require light shoes and the protection of superior cushioning (eg, 880, 1080).
90 (Speed): For faster runners who want every advantage, including a superior ride and fit. The choice styles for professional and nonprofessional speed and distance runners
The letters after the numbers generally indicate the major colors of the shoe. For example, WB indicates white and blue and BK indicates black.
A cushioning shoe is made for both those with a neutral walking or running gait and for those who supinate (or roll outward) during their gait. If the wear on your sneakers looks even on both the inside and outside of the heel, you are probably a neutral walker or runner. A cushioning shoe is the best choice for you.
A stability shoe helps with pronation control. These types of shoes are designed with technology to prevent over pronation (or rolling inward during your gait). If the wear on your sneakers is mostly on the inner tread near the ball of the foot, a stability shoe is a good choice for you.
A motion control shoe is one that helps with moderate to severe pronation.. If there is severe wear on your sneakers on the inner tread near the ball of the foot, motion control shoes are an excellent choice for you.
If you need additional assistance choosing the best shoe for your needs, please email us.
A shoe last is a 3-dimensional wooden or plastic mold upon which a shoe is constructed. The last used during shoe assembly can affect the overall fit of a shoe, and all lasts include the following dimensions: heel width, instep height, forefoot width, and toe box depth. Some of our shoes feature a deeper toe box or a wider forefoot, while others might offer a narrower heel. We manufacture shoes using a variety of lasts and offer extensive width sizing to allow for the best overall fit in the shoe industry.
We aim for a 360° fit, while most other companies simply try to fit your length. The vast majority of shoe fit issues can be resolved by changing either the size or width (or both), and the last upon which a shoe is built could also affect fit.
If you are able to go into any shoe store and purchase a shoe right off the shelf, we suggest choosing a standard width (B for women and D for men). If wider or narrower widths suit you better, we certainly have many options for you. To discuss different fit types, please reach out to us via phone or email.
Shoe care instructions
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 ofen 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 folded paper towel or dryer sheet, and you should notice and immediate difference. Contact us if you still have trouble.
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. You can also immerse them in water. 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 possibe 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.
There are a three ways to sign up to our newsletter to receive our updates:
- When you visit our website for the first time, a pop up will appear on your screen inviting you to subscribe to our newsletter. Simply type in your email address and follow the prompts.
- Log into your New Balance account and click on the MY ACCOUNT tab at the top of the page. You will be directed to your Account Dashboard. Edit your newsletter subscription by clicking on ‘Edit’ under ‘Newsletters’, ticking the ‘General Subscription’ box and then clicking on ‘Save’.
- Scroll to the bottom of the web page and click the ‘Newsletter Sign-up’ link under ‘Stay Connected’. You’ll be redirected to a newsletter signup page, where you’ll need to fill in your details and tick the ‘I would like to receive further communication from New Balance’ checkbox.
Note that in all instances, you’ll be asked to verify your email address via email, so do keep an eye out for a New Balance email inviting you to confirm your address.
Log into your New Balance account and click on the MY ACCOUNT tab at the top of the page. You will be directed to your Account Dashboard. Edit your newsletter subscription by clicking on ‘Edit’ under ‘Newsletters’, ticking the ‘General Subscription’ box and then clicking on ‘Save’.
You’ll receive an email asking you to verify that you wish to unsubscribe from our updates, so do keep an eye out for a New Balance email asking you to confirm a change in your subscription.
Use our Store Locator to find a New Balance store near you!
Thank you for your interest in New Balance! Because of the number of requests we receive and the budgeted resources available, we are unable to sponsor events, teams or individual pursuits.
We wish you the best in your future achievements!
A simple and convenient credit facility that allows you to shop online with participating retailers and pay one monthly instalment.
Apply for credit on the Mobicred website. Once you’ve been approved, you’re able to start shopping online instantly. Simply select the Mobicred option on our payment page, log in with your details, and pay a monthly instalment.
In order to apply for credit with Mobicred, you need to have a valid South African ID number,be 18 years or older, have an existing and valid bank account, earn a monthly salary of at least R5500, and have a valid email address and phone number. You can find out more about the application process here.
Yes. You receive your product as you would if you paid for it using any other payment method.