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    REGISTRATION
    1. Do I have to register as a member to shop on NewBalance.id?

      No. You can shop easily without having to register. But if you register as a member of NewBalance.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 orders
    1. How to register as a member of NewBalance.id?
    • Choose “Register” on website’s right top corner
    • Fill in the detail and choose "Create An Account"
    • You can start shopping after finishing these steps.
    • You will also receive a confirmation e-mail from NewBalance.id

    1. 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’’.
    1. 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
    1. 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.
    ORDERS
    1. How to shop on NewBalance.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:
    • Bank Transfer – Virtual Account
      Bank Transfer (Automatic Confirmation) or Virtual Account (VA) is bank transfer method using unique virtual account number that will show after you finish the transaction process. The number will be different for each order.
      Advantages of using Virtual account:
      • Easy & practical – Automatic checking and confirmation by system, so you don’t have to do manual confirmation for your payment, and the system will process the order swiftly.
      Make sure to make a payment on 1x24 hours to avoid automatic cancellation by NewBalance.id system.
    • Credit Card
      You can use your Master Card, Visa and JCB credit card for payment. You just have to input your card details on Checkout page. The required data you need to input is:
      • 16 digits of card number
      • Card’s expiry date
      • CVV Number: 3 digits of confidential number on the back of the card
      Note: Orders that use a different name than stated on card number will be cancelled by the system as fraud prevention mechanism.
    • COD ( Cash On Delivery )
      Onother payment method available is COD (Cash On Delivery ), wherby you can order and make a payment to the courier when your order is delivered.
      Terms and Conditions:
      • Minimum order amount is Rp.250.000 and maximum order amount is Rp 3.000.000
      • IMPORTANT: When you are using this method, you have to settle the payment to the courier. If you want to return the order, you have to contact our customer service by following our return order steps.
      • Choose “Place Order” and finish your payment.
        You will receive the order status notification on your e-mail
    1. 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.
      Note: The refund process takes 3 (three) to 14 (fourteen) working days. It may vary depending on the refund method. Refund will be made as soon as we have received the returned items and according to your chosen refund method. Return courier fees are only valid for orders fully retruned. If you only make a partial return, shipping fees will be excluded on your refund

    1. 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 matches with the one sent to your e-mail address
    PRODUCT
    1. Are the products sold on website different with those on offline store?

      Most of our product are same between but in certain collections some products may be available exclusively on either one of the channels
    1. Are there any price differences between online and offline store products?

      All our prices are the same but in certain periods we have special promotions on our wesbiste or in the stores which may be available exclusively on one of the channels.

    1. 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
    1. How to make a Virtual Account payment?
    • Choose Payment Method > Virtual Account > Place Order
      Note:
      • If you have voucher code / discount code, please insert your code in the box on the cart page and apply. If your voucher code is eligible, the discount will be applied and deduct the payment
      • If you want to use your MAP Club Points, please sign in with input your phone number and password. After that you can decide how many points you want to use. Points cannot be redeemed on COD (Cash on Delivery ) orders Payment method
    • After you place order, you will be directed to an information with order and payment details. In this page you will get your virtual account number details which you can copy if needed
    • Input virtual account number 123xxxxxxx (as shown on application) and choose Yes
    • Check the data on screen. Make sure the name shown is NewBalance.id and the total amount is correct. Continue by choosing Yes
      • Make sure to make the payment on 1x24 hours to avoid automatic cancellation by NewBalance.id system.
    • After completing all steps succesfully, you will receive a confirmation e-mail from NewBalance.id, and your order will be processed.
    1. 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.
    1. How to make a Credit Card payment?
      • Choose Payment Method > Credit Card > Place Order
        Note:
        • If you have voucher code / discount code, please insert your code in the box on the cart page and apply. If your voucher code is eligible, the discount will be applied and deduct the payment
        • If you want to use your MAP Club Points, please sign in with input your phone number and password. After that you can decide how many points you want to use. Points cannot be redeemed on COD (Cash on Delivery ) orders Payment method
      • Payment for credit card transaction is made through our secure payment link for VISA , JCB & 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.
    1. 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.
    1. Can I make a payment with credit card instalments?

      No, currently NewBalance.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.

    1. How to make a Cash On Delivery (COD) Payment?
      • Choose Other Transaction > Cash On Delivery ( COD ) > Place Order
        Note:
        • If you have voucher code / discount code, please insert your code in the box on the cart page and apply. If your voucher code is eligible, the discount will be applied and deduct the payment
        • If you want to use your MAP Club Points, please sign in with input your phone number and password. After that you can decide how many points you want to use. Points cannot be redeemed on COD (Cash on Delivery ) orders Payment method
      • After completing all steps successfully, you will receive a confirmation e-mail from Asia, and your order will be processed.
    1. Can I use MAP Club Points on Planet Sports Asia?

      Yes, you can use your MAP Club Points. Beside using the points, you can also earn MAP Club Points if you make a transaction at Planet Sports Asia.

      Term and Condition:

      MAP CLUB POINTS EARN
      • MAP CLUB POINTs will only be earned for orders which are successfully delivered
      • Customer will receive MAP CLUB POINT the day after orders are delivered
      • Refer to https://www.mapclub.com/en/experience for earn rates on transactions.
      • Points will be earned on full transaction value paid nett of VAT
      • If a product is returned, the MAP CLUB points earned will be reversed for each individual product returned
      • In the event that a product and your MAP CLUB account goes into a negative balance after reversing the earned points, MAP CLUB reserves the right to contact you to pay the equivalent of the points in negative balance and/ or suspend cancel your membership.
      • MAP CLUB POINTS will be send 30 days after product delivered

      MAP CLUB POINT REDEMPTION
      • Points cannot be redeemed on COD ( ash on Delivery) Payment method
      • For any cancelled orders, the MAP CLUB Points will automatically cancelled or the prorate amount if there is a partial cancellation
      • Once returns are approved, points redeemed on the transaction will be reversed in 7 days on a prorate basis
    SHIPPING
    1. What is "Home Delivery"?

      Home Delivery is a shipping method where your ordered product will be delivered by a courier from a delivery service.

      The shipping costs charged will be calculated according to the JNE shipping service rate, per kilogram, according to the location and delivery service chosen.

    1. What is the Receipt Number in the "Home Delivery" shipping method?

      Receipt Number is a document containing the order number which is issued by the delivery courier service when your order is ready to be shipped and serves as proof of delivery.

    1. When will I get my Receipt Number?

      Detailed information on the tracking number will be sent via email when your order is already in the process of being sent via a courier service that we have approved.

    1. How can I get free shipping?

      You will get free shipping according to the terms & conditions of the promo that apply and can change at any time

    1. How many days is the delivery time for my order?

      The estimated delivery time for those of you who are in Jakarta is 1-4 working days, while for those outside Jakarta the estimated delivery time is 2-7 working days. The duration above is in accordance with the terms of the courier service used.

      If your order does not arrive within the above duration, please contact our Customer Service.

    1. Can I track the shipment?
    • Choose ‘Track Order’ on the right top corner of the website.
    • Input your ‘ID Order’.
    • Choose ‘Search’
    1. What if there is an error in shipping or there is damage to the goods that have been received?
    • We recommend that you contact Customer Service immediately, no later than 7 (seven) days after the date the item is received by the customer, as stated in our return policy.
    • Our Customer Service will verify and check your order and goods.
    • Please keep the item in good condition, put the item back in its original packaging, then fill out the return form.

      Please see the product return policy page for more information.
    PRODUCT RETURN
    1. Can I Return the items I have purchased?

      Yes, you can with the following terms and conditions:

      • Products purchased at full price and with a maximum discount of 30%. We do not accept returns for products which have been purchase at a 40% discount or more during promotion period
      • Products must have never been used and must still be in its original condition, complete with labels attached to the product and without damage
      • Product must not have stains, broken seams, missing buttons, loosened threads or other conditions that deem the product to be defective or damaged.
      • Products must have its brand box and packaging in its original condition. The box and packaging must not be broken or dented, not attached to any adhesive material, and complete with other items from the original packaging such as cartons, clothes hangers, stickers, ribbons, ropes, polybags, plastic, and other objects.
      • Product must be returned within 14 (fourteen) days of when the order is received by the customer. Returned products must be received at the pre-determined location no later than 7 (seven) days after the date of return is approved by NewBalance.id.
      • Upon returning the product, please use cover / outer boxes like we send it to you and coat the product packaging with a sturdy wrapper and add a ‘FRAGILE’ sticker to the shipment to avoid original boxes broken. We won’t accept any return with broken boxes.
      • Refund process takes 3 (three) to 14 (fourteen) working days. It may vary depending on the refund method. Refunds will be made as soon as we have received the returned items and according to your chosen refund method. Return courier fees are only valid for orders fully retruned. If you only make a partial return, shipping fees will be excluded on your refund
      • Request for exchange due to color differences between the received physical product and product photo caused by lighting effects or computer screens is not allowed.
      • Request for exchange due to incorrect purchase or change of mind after purchasing is not allowed. We strongly advised reviewing your cart before completing the order.
      • Request for exchange is not applicable for swimwear, sports bra, sports apparel, tight clothing (including legging, compression, cycling pants), socks, fitness equipment, sports accessories (including hats), and other products or brands with specific terms and conditions and declared clearly on its description
      • Please contact our customer service via email to connect@newbalance.co.id or via WhatsApp to +6281510624701 to make the return request.
    1. Can I exchange the items I have purchased?

      A. Exchanges are accepted for product with the following criteria:
      • Incorrect size
        • Product received is not according to customer’s order, e.g., Customer ordered size 30, but received size 32.
        • Different size between physical product and box/ packaging.
        • Different size between left and right product (e.g., shoes).
        • Product received with the same angles (both of the shoes are right or left).
      • Incorrect color
        • Product color is not the same as specified in the product description, e.g., Customer ordered blue shoes, but received red shoes.
      • Damaged
        • Product color: Faded or different color.
        • Product materials: Exfoliated skin, fabric scratched, loose stitch or knits, stains or blemish spots, torn or punctured fabric.
        • Product parts: Loose buttons, broken zippers, missing pieces, broken handles, can’t be pumped (for balls).
      B. Requests to exchange the product for other sizes or colors or type/ model are not allowed. Nevertheless, you can return your product for a full refund (provided the exchanged product meets the criteria) and place a new order. Exchanged product can be done only with the same product (same SKU, same size, same color, etc).

      C. Product must be exchanged within 14 (fourteen) days of when the order is received by the customer. Exchanged products must be received at the pre-determined location no later than 7 (seven) days after the date of return is approved by NewBalance.id.

      D. Upon exchanging the product, please used cover / outer boxes like we send it to customer and coat the product packaging with a sturdy wrapper and add a ‘FRAGILE’ sticker to the shipment to avoid original boxes broken. We won’t receive any return with broken boxes.

      E. Please contact our customer service via email to connect@newbalance.co.id or via WhatsApp to +6281510624701 to make the return request.

      Exemptions
      • Request for exchange due to color differences between the received physical product and product photo caused by lighting effects or computer screens is not allowed.
      • Request for exchange due to incorrect purchase or change of mind after purchasing is not allowed. We strongly advised reviewing your cart before completing the order.
      • Request for exchange is not applicable for swimwear, sports bra, sports apparel, tight clothing (including legging, compression, cycling pants), socks, fitness equipment, sports accessories (including hats), and other products or brands with specific terms and conditions and declared clearly on its description.
    1. When can I make a product return request?

      Product must be returned within 14 (fourteen) days of when the order is received by the customer. Returned products must be received at the pre-determined location no later than 7 (seven) days after the date of return is approved by NewBalance.id.
    1. What products cannot be submitted for returns?
      Request for exchange is not applicable for swimwear, sports bra, sports apparel, tight clothing (including legging, compression, cycling pants), socks, fitness equipment, sports accessories (including hats), and other products or brands with specific terms and conditions and declared clearly on its description.
    1. How do I make a product return request?

      Please contact our Customer Service via email to connect@newbalance.co.id or chat with us at +6281510624701 at 08.00 – 21.00 WIB, to make a return request.

      Note : Product must be returned within 14 (fourteen) days of when the order is received by the customer. Returned products must be received at the pre-determined location no later than 7 (seven) days after the date of return is approved by NewBalance.id.
    1. What methods are available for product returns?

      You can return the product by postal delivery via a delivery service. Please communicate in advance with our Customer Service regarding the product return method that you will do via email to connect@newbalance.co.id or chat with us at +6281510624701 at 08.00 – 21.00 WIB WIB
    1. What are the rules for returning products purchased with a bundling promo? (example: Buy 1 Get 1 promo, Buy 1 Get 50% 2nd item, etc.)

      Products purchased on a promo basis are non-refundable.
    REFUND
    1. What refund methods are available at NewBalance.id?
    • We will refund the funds in a method that is adjusted to the payment method of the initial order, namely the refund of the credit card limit for the Credit Card payment method, as well as the transfer of funds to the account for the Bank Transfer and Cash on Delivery (COD) payment methods.
    • Refunds cannot be made in cash.

    Payment Method

    Refund for Members

    Refund for Guest

    Transfer Bank

    Transfer Bank

    Transfer Bank

    Credit Card

    Credit Card

    Credit Card

    e-Voucher

    Can not be returned

    Can not be returned

    1. When will I receive my refund?

      Refund process takes 3 (three) to 14 (fourteen) working days. It may vary depends on the refund method. Refund will be made as soon as we have received the returned items and according to your chosen refund method. Return fee only valid for full items return. If you only make a partial return, shipping fee will be excluded on your refund.
    1. What are the refund rules if the product is returned by the customer or the order cannot be fulfilled by NewBalance.id?

      Refunds will be adjusted to the bill paid by the customer, excluding discounts from e-Vouchers/coupons.
    1. What are the rules for refunding the postage paid at the beginning of the order if the product is returned by the customer or the order cannot be fulfilled by NewBalance.id?

      The refunded shipping fee will be calculated proportionally per kilogram in the transaction.
    1. Will I be reimbursed for postage for the purpose of returning the product?

      Sorry, at this time we do not refund shipping costs for returned products. But we can arrange to pick up you return product. Please let our customer service know if you want it.
    1. What methods are available for product returns?

      You can return the product by postal delivery via a delivery service. Please communicate in advance with our Customer Service regarding the product return method that you will do via email to connect@newbalance.co.id or chat with us at +6281510624701 at 08.00 – 21.00 WIB