How to send your iPhone to Apple using Express Replacement Service in the Asia-Pacific region

Choose your country or region.

We’re sorry your iPhone isn’t working as it should.

After you’ve contacted Apple for service:

  • In Australia, you'll receive your replacement product by mail. You'll be provided with a link to a shipping label to print at home. You'll return your defective product to Apple using the shipping label.
  • In New Zealand and Singapore, you’ll receive a kit by mail that contains a replacement product with everything you need to return your defective product to Apple.
  • In Japan, a courier will bring your replacement product and collect your defective product.

Important: Be sure to return your defective Apple product so that Apple receives it within ten days of the day the replacement Apple product shipped (check your ship date). If Apple doesn't receive your Apple product within ten days, or if Apple technicians find that the Apple product has accidental damage or unauthorized modifications, you'll be charged up to the full value of the replacement Apple product. For more details, see terms and conditions.

Before you ship your iPhone

Follow these steps before you return your defective iPhone. If it won't turn on or respond, finish as many steps as possible:

  1. Back up your iPhone.  To protect your data, follow the steps in the “Before you send” section of this article.
  2. Remove your device from Find my iPhone.
  3. If possible, charge your iPhone fully and turn it off.
  4. Remove the SIM card from your iPhone if it uses one and keep it in a safe place.  If your iPhone doesn't use a SIM card, contact your wireless service provider to suspend service.

Pack your iPhone using the included packaging materials

Customers in Japan may proceed to the ship your iPhone to Apple section.

  1. Place your iPhone in the bag. Do not include your stereo headset, USB cable, power adapter, or other accessories.
  2. If your package contains a shipping label, remove the shipping label from the box.  Place the bag in the box.
  3. Seal the box with the tape provided, making sure the red, black, and white battery sticker is clearly visible on the outside of the box (the sticker is not applicable in New Zealand).

Ship your iPhone to Apple

Select your country or region:

Australia

  1. Print the shipping label that Apple provided when you requested service.
  2. Take your shipping label and packaged defective Apple product to Australia Post. To find your nearest Australia Post Office, visit: auspost.com.au/locate/.*
  3. Australia Post will provide you a receipt to confirm the lodgment of the part return. Please keep your receipt.
  4. In a few days, check that Apple has received your defective Apple product.

*Apple is not responsible for any damage during shipping if the package is not properly sealed or is delivered to the courier in poor condition.

Japan

  1. Hand your iPhone to the courier who brings your replacement iPhone.  Do not include your stereo headset, USB cable, power adapter, or other accessories.
  2. In a few days, check that Apple has received your defective iPhone.

New Zealand

  1. Remove the TNT shipping label from the box. Next to the barcode on the shipping label, look for the consignment number, which begins with “GE.” Make a note of the number. 
  2. Put the packaged iPhone in the TNT satchel and seal the satchel.*
  3. Place the shipping label in the satchel’s clear plastic pocket. 

To arrange a collection, either: 

  • Write an email
    1. Use the subject line “Apple collection - iPhone” followed by the TNT consignment number.  
    2. Include in the email message: That you are using a prepaid satchel on account number 320792, whether your collection address is a residence or a business, and your contact phone number.
    3. Send the email to customerservice.nz@tnt.com.

OR

  • Call TNT Customer Service on 0800 275 868 and provide all the information in step 2 of “Write an email” above.

TNT will provide the booking reference number and collection date in response to your email or phone call.

In a few days, check that Apple has received your defective iPhone.

*Apple is not responsible for any damage during shipping if the package is not properly sealed or is delivered to the courier in poor condition.

Singapore

Your package will come with a pre-labeled DHL flyer to ship back your defective iPhone.

  1. Put the packaged iPhone into the pre-labeled DHL flyer and seal the flyer.*
  2. Call DHL Singapore Customer Service to arrange collection of your defective iPhone at (+65) 6285 8888.  Advise DHL that you are using prepaid return service.  The customer service agent will take your details and arrange for a collection.  You will be asked to provide the following details over the phone:
    -Your Name
    -Account Number (See your DHL Express Flyer)
    -Company Name - Apple
    -AWB Number (See your DHL Express Flyer)
    -Contents: Electronic product
    -Pick up address and time
    -Contact phone number for pick up
    -Number of pieces: 1
    -Weight: 1 kg
  3. Hand the packaged defective iPhone to the DHL courrier.
  4. Ask the courier for proof of collection.
  5. In a few days, check that Apple has received your defective iPhone.

*Apple is not responsible for any damage during shipping if the package is not properly sealed or is delivered to the courier in poor condition.

Use your replacement iPhone

  1. Record the serial number of your replacement iPhone. Your replacement Apple product is covered by a 90-day service warranty, or the remainder of your original product warranty or AppleCare plan, whichever is longer.
  2. If your iPhone uses a SIM card, insert the SIM card into your iPhone.
  3. Restore your iPhone from an iCloud or iTunes backup.

© 2019 Apple Inc. All rights reserved. Apple, the Apple logo, iPhone, and iTunes are trademarks of Apple Inc., registered in the U.S. and other countries. AppleCare and iCloud are service marks of Apple Inc., registered in the U.S. and other countries. Other product and company names mentioned herein may be trademarks of their respective companies.

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