FAQs

All orders are sent via your chosen delivery method (DPD or Evri). DPD and Evri offer a fully tracked service with text updates and the ability to amend your delivery. Costs are displayed at checkout and vary depending on the provider.

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.

Upon dispatch, you will be sent an e-mail with your unique DPD/Evri tracking number. You can then track your order.

We will only send orders that are completely fulfilled unless otherwise specified by our team when they contact you.

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.

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.

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 faulty 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. Please note that we are unable to accept returns on any personalised products as these have been customised to your requirements. This also includes sublimated products that have been bespoke made for your team or club.

You cannot cancel an order that has been personalised (e.g. with a name or number) and we do not accept returns, unless faulty (within 30 days of delivery date).

We accept payments by credit card or Paypal.

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.

In order to reset your password, go to the login screen (click on Login to the top right of the screen and click on 'Need help signing in?', then click on the 'Forgotten your password?' link. Enter your email address and click the Reset via Email button to receive an e-mail with a link to reset your password.

Please login in to your account and use the 'My Orders' link to the top right of the screen or by clicking here.

Delivery depends on the items being ordered. All stocked items can be delivered within ten working days from point of order. Bespoke kit designed using our kitbuilder tool can be delivered within 4 weeks. Kit ordered from our "pre-order" range is delivered within 12 weeks. All goods are dispatched by Evri (2-3 day delivery time after dispatch) or DPD (next day service after dispatch). Please allow 5-7 working days for your order to be dispatched. You can select which delivery option you would prefer at checkout. Please note the delivery time is once the goods are ready to be dispatched and does not include manufacture/branding time.

Your club should have the password to access the store however you can also request it via sales@newbalanceteam.co.uk

Please note that we are unable to accept returns on any personalised products as these have been customised to your requirements. This includes training wear personalised with a club crest as well as sublimated products that have been bespoke made for your team or club.