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Home › Help Center › Returns and Exchanges

Returns and Exchanges


30 Day Unconditional Returns Policy

At NB Web Express, every item is backed 100% by our Perfect Fit money-back Guarantee. If for any reason you are not completely satisfied with any item you purchase from us, return it to us within 30 days and we will cover return shipping costs. You must obtain your Return Authorisation Number from Customer Care for returns processing.


Follow these easy steps to process your return:

  • You must call Customer Care at 0800-451-063 or email us at CustomerCare@NBwebexpress.co.nz to obtain a Return Authorisation Number. Our hours of operation are: Open 24 hours Tuesday 2:00am through Saturday. We are closed Sunday and Monday.

  • Enter your Return Authorisation Number on your return label on the enclosed packing slip, and attach to your return shipment. NB Web Express cannot process items returned without a legible Return Authorisation Number.

  • Drop off your item at your local post drop within 30 days of receiving your order. Return shipping is free when using the enclosed return label.

    • New Item Exchanges: If you would like to exchange an item for a different item, a new order will be placed by Customer Care. No shipping fees will apply on any exchange item.


    Please ship your return merchandise to:

    New Balance NZ
    Level 1, Tenancy 4
    30-40 Enfield Street
    Mt. Eden, Auckland

    Important: This address is not a retail location, all returns must be shipped. No drop-offs please.

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