Prepare your iPhone for Express Replacement Service

After you schedule Express Replacement Service*, you'll get a kit that has your replacement iPhone and everything that you need to send back your original iPhone.

Before you return your original iPhone

1. Back up your iPhone

   • Back up with iCloud

   • Back up with your Mac

   • Back up with your PC

     

2. Erase your iPhone to delete your personal data and remove it from your Apple Account: in Settings, tap General > Transfer or Reset iPhone, then tap Erase All Content and Settings. You need to enter your Apple Account password to confirm.

   

3. Transfer your mobile service to your new iPhone:

   • If your original iPhone uses a physical SIM card, switch it to your new iPhone or transfer it as an eSIM to your new iPhone.

   • If your original iPhone uses eSIM, transfer to an eSIM on your new iPhone.

4. Power down your original iPhone.

Pack your original iPhone

Your Express Replacement Service kit includes everything that you need to pack up and send your original iPhone to Apple — including the smaller white or natural box and larger shipping box that your replacement iPhone arrived in, which you use to pack up your original iPhone and ship it to Apple.

1. Place your iPhone into the smaller white or natural box. Don’t include anything else — such as a phone case, power adaptor, USB cable or other accessory. If you include extra items in the box, they won’t be returned.

2. Put the smaller box into the same larger shipping box that was delivered to you. If there’s a battery sticker pasted on the outside of the box, make sure it’s not covered by tape or a postage label.

Ship your original iPhone to Apple

1. To print the postage label, sign in to My Support with the same Apple Account that you used to start your service request and select “Repair Status”. You can also print the postage label from the Repair Status link in the email you received when your replacement iPhone was sent. 

2. Take your shipping label and your original iPhone (packed in its box) to Australia Post. Find the nearest Australia Post Office

Keep the receipt that Australia Post provides to confirm that you’ve returned your original iPhone. Apple isn’t responsible for any damage sustained during transit.

Apple will release the temporary hold on your card after we process your original device and confirm that the issue is covered. If your original device is not returned within 10 business days or is found ineligible for service due to unauthorised modifications or severe damage, the hold will be charged to your card.