FAQ
Welcome to our FAQ page! Here you'll find clear, detailed answers to the most frequently asked questions about New Equilibre, our services and our processes. Our aim is to provide you with all the information you need to make your experience as pleasant as possible.
ABOUT NEW EQUILIBRE
New Equilibre insoles are distinguished by their unique design, combining innovation and podiatric expertise. Manufactured by our orthopedists with over 35 years' experience in the field, they are the fruit of decades of work with thousands of patients suffering from foot pain, posture disorders and foot-related pathologies. This extensive experience enables New Equilibre to offer insoles perfectly adapted to individual needs, based on an in-depth understanding of foot support and pain relief mechanisms through a high-tech insole design combined with top-of-the-range materials.
When you choose New Equilibre, you're opting for high-quality insoles, designed with materials carefully selected for their durability and technical properties to suit your activity, whether daily or sporting. Whether you're looking to improve your day-to-day comfort, enhance your sporting performance, or alleviate a specific pathology, New Equilibre insoles guarantee you optimum support and genuine relief, the fruit of proven professional expertise.
To help you choose your ideal New Equilibre size, we've created a size guide chart to guide you.
We strongly advise you to remove the removable insole from your shoes in order to measure it and compare the measurement obtained in the “Insole size” column of the chart.
You cannot machine-wash the insoles. You can wash your New Equilibre insoles with a soapy sponge, then let them air-dry.
Caution: Never put your New Equilibre insoles in the washing machine, and never dry them on a radiator or in the sun when it's hot. As New Equilibre insoles are thermoformed, this could deform and damage them.
For your everyday shoes:
If you're looking for added comfort, go to the INSOLES FOR EVERYDAY USE.
If you wish to relieve a specific pathology, go to the category PATHOLOGIES INSOLES.
To improve your sporting performance while relieving pain and increasing comfort:
If you practice a sport as a hobby, go to the category SPORT INSOLES.
If you are a confirmed or professional sportsman, go to the category SPORT ELITE PRO INSOLES.
If you'd like us to help you choose your New Equilibre insoles, our team will be delighted to advise you. You can contact us via our online chat, by e-mail at contact@newequilibre.com, or via our contact form.
MY ACCOUNT / MY ORDER
In order to use all the features of our online store and place orders easily, we advise you to create an account that will allow you to view your past and current orders.
To create an account, click on “My account” at the top right of the page. You will have the option of connecting to an existing account or creating your own personal account in the “Register” section.
You can also order from our online store as a “guest” without creating an account.
On the “My account” page, you can click on the link “Forgot your password?
Enter the e-mail address you used to register on our website. You will receive your new password by e-mail. For your security, you can change this password in your account.
Go to your “My account” area, then click on the “Orders” tab. You can view the status of your order and the history of your previous orders.
You can modify your personal information on the “My account” page.
You can then modify your billing/delivery information in the “Addresses” tab, or change your Last Name, First Name, Nickname or password in the “Account details” tab.
DELIVERY
You can order from our online store anywhere in the world. We deliver internationally.
Go to the page Delivery for shipping rates according to your geographical area.
When you validate your order on our online store, we send you an order confirmation e-mail informing you that your order is being prepared.
As soon as your parcel leaves our laboratory, we send you a shipping confirmation by e-mail.
You will then receive another e-mail from the delivery service you chose when you placed your order (Colissimo/Chronopost) giving you your tracking number.
When you place an order on our online store, your parcel is dispatched the same day or the next day (excluding weekends and public holidays, subject to stock availability), and is delivered to you within 1 to 3 working days (depending on the delivery method selected when you placed your order).
Go to the page Delivery to find out more.
PAYMENT AND REFUND
You can pay for your order using different payment methods:
Credit Card (Visa, MasterCard, American Express, UnionPay) / PayPal / Google Pay / Apple Pay
If your order has already been shipped, you must wait to receive it in order to request a return via our form on the page Exchanges, returns and refunds.
If your order has not yet been dispatched, please contact our customer service department as soon as possible via our contact form to request cancellation of your order on the page contact.
The product(s) you have returned will be reimbursed within 10 days of receipt of your return package at our premises and validation of conformity by our after-sales service. If, however, the returned item shows signs of wear, you may be charged a fee for the refund.
See returns and refunds conditions
Credit card: Refund to the credit card used for payment.
PayPal / Apple Pay / Google Pay: Refund to the account used at the time of payment.
