REGISTRATION
- Are the products sold on website different with those on offline store?
Yes, there are some products that are exclusively sold on NewBalance.co.id. There are also similar products with those on our offline store.
- Do I have to register as a member to shop on NewBalance.co.id?
No. You can shop easily without having to register. But if you register as a member of NewBalance.co.id, you will enjoy various benefits such as:
- Faster checkout for next order
- Saving more than 1 (one) delivery address on your account
- Update your account information
- Track your order status
- View previous order
- Opt to subscribe to our newsletter, you will get many new products highlight, promotions, special price, event information and other interesting offers
- How to register as a member of NewBalance.co.id?
- Choose “Register” on website’s right top corner
- Fill in the detail and choose "Create An Account"
- You can start shopping after finishing the steps.
- You will also receive a confirmation e-mail from NewBalance.co.id
- How to update my account?
- Choose “Sign In” on website’s right top corner, fill in your registered e-mail and password, and choose “Sign In”
- Choose “Account Information” menu to update your personal information, and choose “Change” for information you wish to update then choose ‘’Save’’.
- What if I forget my password?
- Choose “Sign In” on website’s right top corner, and choose “Forgot Your Password?”
- Fill in your registered e-mail address
- Choose “Reset My Password”
- You will receive a password reset link on your registered e-mail
- How to update delivery address?
- Choose “Sign In” on website’s right top corner, fill in your registered e-mail and password and choose “Sign In”
- Choose “Address Book” to update your personal information, and choose “Change Billing Address” for information you wish to update or “Add New Address” to save more than one delivery address.
ORDER
- How to shop on NewBalance.co.id?
You can shop your favorite products easily, just follow these simple steps:
- Select you wish to order
- Choose the size, and then choose “Add to Cart”
- To add more products, do step 1 & 2 again
- Once you finish, choose “Shopping Bag Icon” on the right top corner of the website
- Review the cart
- Choose “GO TO CHECKOUT” to finish shopping and make payment
- Fill in your valid e-mail address and the detail of delivery address if you checkout as a guest. You can also login to your registered account at Asia by choosing “Login”.
- Complete your delivery address and delivery method. Review your order and make sure that the products quantities and sizes are correct, and then choose “Next”
- Choose one of the payment methods:
- Virtual Account
- Credit Card
- Choose “Place Order” and finish your payment.
You will receive the order status notification on your e-mail
- What if my paid order cannot be fulfilled?
- If you have paid the order, we will refund your order via the original payment method of your order, such as credit card limit return, or funds transfer to your bank account for Virtual Account payment.
- Refund cannot be made as hard cash
|
Payment Method |
Refund Option for Member |
Refund Option for Guest |
|
Virtual Account |
Bank Transfer |
Bank Transfer |
|
Credit Card |
Credit Card |
Credit Card |
- Can I track the shipment?
- Choose ‘Track Order’ on the right top corner of the website
- Input your ID Order
- Make sure the Order ID is matching with the one sent to your e-mail address.
PRODUCT
- Are the products sold on website different with those on offline store?
Yes, there are some products that are exclusively sold on NewBalance.co.id. There are also similar products with those on our offline store.
- Are there any price differences between online and offline store products?
Basically, the prices are the same. Nonetheless, certain promotions may be applied on offline store or website only. It will contribute to price differences.
- Why does price on NewBalance.co.id become different at times?
Price changes on account of promotions. Promotions are available for different range of prices and products on limited period. We recommend you to sign up on NewBalance.co.id membership and subscribe our newsletter to receive regular updates of promotion.
- How to decide on shoes and clothing size?
To decide on the correct shoes and clothing size, you can follow these simple steps:
- Go to the product page you wish to order.
- Choose ‘Size Chart' section under the product name.
Or find the information on the product detail information
PAYMENT
- How to make a Virtual Account payment?
- Choose Other Transaction > Transfer > To the Virtual Account.
- Input virtual account number 123xxxxxxx (as shown on application) and choose Yes.
- Check the data on screen. Make sure the name shown is yours on NewBalance.co.id and the total amount is correct. Continue by choosing Yes.
- Is there any time limit for Virtual Account payment?
Yes. The time limit is 6 hours after order confirmation.
Your order will be automatically cancelled by system if no payment is made.
- How to make a Credit Card payment?
Payment for credit card transaction is made through our secure payment link for VISA and MasterCard
- Enter cardholder name, number, expiry date, and CVV number and choose "Continue"
- If your card has a 3D Security System feature, you will receive an SMS verification code from the bank. Use it to continue the transaction
- After completing all steps and successful, you will receive a confirmation e-mail from Asia, and your order will be processed
- Do I have to input my credit card number for each order? How do I ensured that my personal data will not be used fraudulently?
Yes, you have to input your card number every time you make a payment using credit card. We guarantee you that our system is safe and your personal data are confident. We also work with internet service providers that have been equipped with 3D security systems to prevent any fraudulent attempt. This technology ensures the full confidentiality and security of all customer data.
- Can I make a payment with credit card instalments?
No, currently NewBalance.co.id hasn’t accepted payments with credit card instalments. We are in the progress of adding this facility to complete your shopping convenience and experience. - Can I use MAP Gift Vouchers to shop on NewBalance.co.id?
MAP Gift Vouchers are currently cannot be used to shop at NewBalance.co.id.
SHIPPING
- What is "Home Delivery"?
Home Delivery is a shipping method which your order will be shipped by courier service.
Shipping fee will be calculated based on courier’s rate, per kilograms, in accordance with shipping location and service type.
- What is Airway Bill for "Home Delivery"?
Airway Bill is a document containing order number issued by courier service as a proof of delivery when your order is ready to ship.
- When will I get the Airway Bill?
Detail information of Airway Bill will be sent by e-mail when your oder is on delivery process through courier service.
- How to get free shipment?
Free shipment is available based on the T&Cs of promotion and subject to change without prior notice.
- How long is the shipping time?
Estimated shipping time for Jakarta area is 1-4 working days; non-Jakarta area is 2-7 working days. The duration will be subjected to the T&Cs of courier service.
If you haven’t received the order within the estimated time above, please contact our Customer Service.
- Can I track the shipment?
- Choose ‘Track Order’ on the right top corner of the website.
- Input your ‘ID Order’.
- Choose ‘Search’
- What if there are any mistakes during shipping or product damage upon receiving?
- We suggest you to contact our Customer Service right away, at the latest 7 (seven) days after receiving, as stated on our return product policy.
- Our Customer Service will verify and check out your order and products.
- Please keep the products on good condition, place it back to the original packaging, and fill in the return form.
Please check the return product policy page for full information.
PRODUCT RETURN
- Can I exchange my purchased order?
Currently, product exchange is not eligible. But you return the product according to related terms & conditions.
- When is the period of product return?
You have to return the product no later than 7 (seven) days upon received. Product return should be received at appointed location no later than 7 (seven) days after the approved return date by NewBalance.co.id.
- What are the terms & conditions for product return process?
Product return only applicable under the following conditions:
- It’s not a discounted product, during promotional event or bonus product.
- Submission of product return shall be made no later than 7 (seven) days upon received. Product return should be received at appointed location no later than 7 (seven) days after the approved return date by NewBalance.co.id.
- Returned product must be unworn and remain in original conditions and tag still intact. No damage including stains, broken seams, missing buttons, loose threads, or other conditions that make it deemed defective or damaged.
- Product box/packaging must be in original conditions. Not damaged/dented, not affixed with any adhesive materials and complete with other complementary items such as carton, clothes hanger, sticker, ribbon, strap, polybag, plastic and other parts of the whole product wrapping. We suggest you to covering the package with strongly made wrapper and adding ‘FRAGILE’ sticker during shipment.
- Product return must include the original sales receipt
- Which products cannot be returned?
- Swimwear
- Sports Bra, gymnastic clothing, sports apparel (including cycling pants)
- Socks
- Legging
- Fitness equipment
- Sports accessories (including hats and helmets)
- Other products and brands with specific terms and conditions and declared clearly on its description
- All products with broken seal, broken tag, washed, or returned with no original wrapping
- How to request a product return?
If you Checkout as a guest:
Contact Customer Service by e-mail at connect@newbalance.co.id or by phone at 1500-627, to request a product return.
If you have a registered account:
- Go to your account.
- Go to ‘My Returns’, and choose ‘Create New Return’
- Select order number you wish to return.
- Choose 'Return', and follow the next steps.
- 'Return' button only available 7 (seven) days after you have received the order.
For further assistance, please contact our Customer Service by e-mail at connect@newbalance.co.id or by phone at 1500-627. Our Customer Service will assist you to ensure your return request meet the related terms & conditions. We cannot process any return request that made over the defined time.
- What kind of method for product return?
You can return the product by courier service delivery. Firstly, please contact our Customer Service to confirm about the product return by e-mail at connect@newbalance.co.id or by phone at 1500-627
- What is the product return T&Cs for bundling promo products? (i.e.: Buy 1 Get 1, Buy 1 Get 50% 2nd item, etc.)
Bundling promo products are not eligible for product return.
REFUND
- What kind of refund methods available at NewBalance.co.id?
- We will refund your payment via the original payment method of your order, such as credit card limit return, or funds transfer to your bank account for Bank Transfer and Cash on Delivery (COD) payment.
- Refund cannot be made as hard cash.
|
Payment Method |
Refund Option for Member |
Refund Option for Guest |
|
Bank Transfer |
Bank Transfer |
Bank Transfer |
|
Credit Card |
Credit Card |
Credit Card |
|
e-Voucher |
Non-refundable |
Non-refundable |
- When will I receive the refund?
Bank Transfer & Credit Card: Within 7-14 business days.
- What is the refund T&Cs for product returned by customer or unfulfilled order by NewBalance.co.id?
Refund will be regulated based on the amount of payment paid by customer, but not including e-Voucher/coupon discount.
- How about the shipping fee if customer returns the products or unfulfilled order by NewBalance.co.id?
Delivery fee will be refunded and counted equivalently based on weight per transaction.
- Do I get shipping fee compensation when I return the product?
There is no shipping fee compensation when you return the product.
- What kind of method for product return?
You can return the product by courier service delivery. Firstly, please contact our Customer Service to confirm about the product return by e-mail at connect@newbalance.co.id or by phone at 1500-627