How to send your AirPods and charging case to Apple for a service from the Asia-Pacific region

If you need a repair for your AirPods, here’s how to prepare and return your device to Apple.

Need a different country or region?

Pack your AirPods and charging case

Before returning your AirPods, please wipe them clean and remove any debris. Customers in Japan may proceed to the Send your AirPods and charging case to Apple section.

1. Put your AirPods in the charging case. No matter the issue, make sure you send the charging case and both AirPods to Apple.

   

   • If you're sending AirPods Pro, remove the ear tips and keep them in a safe place to use with your AirPods Pro after service. To remove an ear tip, pull firmly at the base where the ear tip is attached to the AirPod.

     

2. Put the case in the small box.

   

3. Put the small box in the shipping box.

   

4. Close the box.

   

5. Seal the shipping box closed with tape.* If there is a battery sticker pasted on the shipping box, please do not obstruct the battery sticker.

   

Send your AirPods and charging case to Apple

Select your country or region:

Australia

You’ll receive a kit that contains everything you need to return your product to Apple. Return your product to Apple using the shipping box you receive from Apple.

1. Package your product. Don’t include any accessories in your package (such as ear tips or charging cable). If you include extra items, we will be unable to return them to you*

2. Print the shipping label that Apple provided when you requested the service.

3. Take your shipping label and packaged product to Australia Post. To find your nearest Australia Post Office, visit: auspost.com.au/locate/.

4. Australia Post will provide you with a receipt to confirm the lodgement of your return.

5. Check that Apple has received your product after a few days.

Japan

A courier will bring a box to collect your original product.

1. Hand your AirPods to the courier. Don’t include accessories when you hand your product to the courier (such as your ear tips or charging cable). If you include extra items, we will be unable to return them to you.*

2. Check that Apple has received your product after a few days.

Malaysia

A courier will bring a box to collect your product for the service.

1. Package your product in the box and seal the box with tape. Don’t include accessories in the box (such as your ear tips or charging cable). If you include extra items, we will be unable to return them to you.*

2. Paste the Return Airway Bill (AWB) on the box, and make sure the Return AWB label completely covers the original AWB label.

3. The courier will wait for up to 10 minutes for you to prepare and pack your device.

   • If you’re unable to pack your device within the 10-minute time frame, the courier will depart without the package. After you have finished packing your device, make arrangements for the courier to collect your device by calling the GD Express Malaysia Customer Service hotline on 03-7787-6776, Monday to Friday 8:30 am to 5:30 pm, or Saturday 8:30 am to 12:30 pm. You will be asked to provide customer service with the Return AWB number from the pre-printed AWB provided in the box.

4. Hand the packaged product to the courier.

5. After courier pick-up, you can track your shipment at https://www.gdexpress.com/malaysia/e-tracking/.

New Zealand

You will receive a kit that contains everything you need to return your product to Apple.

1. Remove the TNT postage label from the box. Next to the barcode on the postage label, look for the consignment number, which begins with "GE". Make a note of the number.

2. Put the packaged product in the TNT satchel and seal the satchel.  Don’t include accessories in the satchel (such as your ear tips or charging cable). If you include extra items, we will be unable to return them to you.*

3. Place the postage label in the satchel's clear plastic pocket.

To arrange a collection, either:

• Write an email

  1. Use the subject line “Apple collection - AirPods” followed by the TNT consignment number.

  2. In your email, please mention that you are using a prepaid satchel on account number 320792, note whether your collection address is a residence or a business, and include your 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.

Check that Apple has received your product after a few days.

Use your AirPods after service

Record the serial number of your replacement Apple product. 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. Consumer law rights may also apply to your replacement product where applicable.

Find out how to use your AirPods.