New Balance South Africa runs a toll free customer care line and an email and chat channel, but they do not keep the same hours. The email and chat channels run seven days a week while the phone line is weekdays only, so a weekend query has to go by email.
Official contact channels
- Customer care, toll free: 0800 172 999
- Email: [email protected]
- Online chat from newbalance.co.za/customerservice/
- Store locator: stores.newbalance.co.za/store-locator
What this organisation provides
The South African site is the official New Balance online store, selling footwear, apparel and accessories for men, women and children. Its help section covers online ordering, order tracking, returns, shipping and delivery, payment options and a full set of sizing guides including shoe and width sizing, apparel, sports bra and accessory sizing, plus a pronation guide for choosing running shoes. A searchable FAQ is hosted separately on a Zendesk help centre.
Address and operating information
Online chat and email are answered Monday to Sunday from 09:00 to 17:00 South African time. The telephone line on 0800 172 999 is answered Monday to Friday from 09:00 to 17:00 and is closed on public holidays. Deliveries are made only between 09:00 and 17:00 on weekdays, excluding public holidays, so arrange for someone to receive the parcel during working hours. Free delivery applies on orders over R500 for registered members, which requires creating an account rather than checking out as a guest.
Support and escalation routes
Take an order, delivery or returns problem to customer care with your order number. Note that the site offers Payflex instalment options, either three interest free payments over three paydays or four interest free payments over six weeks with the first paid upfront, and those payment arrangements are administered by Payflex rather than by New Balance, so a billing dispute on an instalment plan involves that provider. Footwear and apparel are consumer goods, so an unresolved complaint about defective goods, a refund or a delivery failure can be escalated to the National Consumer Commission under the Consumer Protection Act.
Sources
- New Balance South Africa customer care page: newbalance.co.za/customerservice/
- New Balance South Africa store locator: stores.newbalance.co.za/store-locator