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Returns and Exchanges

We are committed to your total satisfaction with your purchase from NB Web Express.

Should a product arrive to you that falls short of your expectations, please call Customer Care as soon as possible to arrange the pick-up at no charge to you.

Our Customer Care phone number is 2372 0123 and our business hours are Monday – Friday 9:00am to 12:00pm (Noon), closing for lunch, and reopening at 1:00pm until 5:30pm. We are closed on weekends and public holidays.

Products must be returned within 7 days from our confirmed delivery to your address. They must be in original packaging and unworn. Please include your receipt with specific information as to why you are returning the product, and if applicable, the STYLE, SIZE and WIDTH of the product you are looking to exchange for. Your feedback is used to improve our product knowledge regarding the performance, fit and quality of New Balance items.

If you have any questions regarding a return, exchange or refund, please contact us. We will be happy to assist you!

Important Notes:

Hong Kong Post will collect your package within their service area, including...
a) All of Hong Kong Island
b) The entire Kowloon Peninsula: east to Yau Tong, south to Tsim Sha Tsui, west to Mei Foo, north to Lion Rock
c) Major areas in the New Territories: Tseung Kwan O, Tsuen Wan, Kwai Chung, Tsing Yi, Shatin and Tai Po

Except on weekends, public holidays, when the Black Rainstorm Warning is issued, or when Tropical Cyclone Warning Signal No. 8 or above is hoisted.

All refunds will be credited to the payment form used for the original purchase.

Exchanges are subject to availability.

Should there be a difference in value on your exchange, either a credit or charge of the difference will be issued to the original form of payment used on the original purchase.

In the event of any inconsistencies between the English and Chinese version, the English version shall prevail.

Customer Care

Ask the Expert - Our staff is ready to help.
Order Status - Track the status of your order.
Returns and Exchanges - We make it easy for you.
Perfect Fit Guarantee - Satisfaction Guaranteed

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