How to send your Apple Watch to Apple using Express Replacement Service in the Asia-Pacific Region

Choose your country or region.

We’re sorry your Apple Watch isn't working as it should.

After you’ve contacted Apple for a replacement, you’ll receive a kit that contains a replacement Apple Watch with everything you need to return your defective Apple Watch to Apple.

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

Before you ship your Apple Watch

  1. Unpair your Apple Watch (if possible).  When you unpair, your iPhone will try to create a backup of your Apple Watch. You can use the backup to restore your Apple Watch on your new device.
  2. Remove the band from your Apple Watch.

Pack your defective Apple Watch using the included packaging materials

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

  1. Place your Apple Watch into the white box. Do not include the band, Link Bracelet, or other accessories.
  2. Fold down the top of the white box. You should be able to see the face of your Apple Watch through the clear window in the top of the box.
  3. Put the lid on the white box.
  4. Place the white box into the brown box.
  5. Fold down and secure the lid of the brown box.
  6. Tape the brown box closed.

Ship your Apple Watch to Apple

Select your country or region:

Australia Hong Kong Japan New Zealand Singapore

Australia

  1. Print the shipping label that Apple provided when you requested service.
  2. Take shipping label and your defective iPhone 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 Watch.

Hong Kong

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

  1. Place the sealed box into the DHL flyer.*
  2. Seal the DHL flyer.
  3. Call DHL Hong Kong Customer Service to arrange collection of your defective Apple Watch at (+852) 2400 3388.  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
    -Contents (See your DHL Express Flyer)
    -Weight (See your DHL Express Flyer)
    -City and postal code
    -Shipment value (See your DHL Express Flyer)
  4. You will be prompted to prepare a custom invoice.  Note that your custom invoice has been pre-printed for you.  You will find it in the pouch of the DHL flyer in which your new Apple Watch was mailed.
  5. Hand the packaged defective Apple Watch to the DHL courrier.
  6. Ask the courier for proof of collection.
  7. In a few days, check that Apple has received your defective Apple Watch.

*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 Apple Watch to the courier who brings your replacement Apple Watch. Do not include the band, Link Bracelet, or other accessories.
  2. In a few days, check that Apple has received your defective Apple Watch.

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. Place your Apple Watch in the protective bag.
  3. Place the protective packaging in the shipping box.
  4. Insert the shipping box in the TNT satchel and seal the satchel.
  5. 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 - Apple Watch” 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 Apple Watch.

*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

  1. Your package will come with a pre-labeled DHL flyer to ship back your defective Apple Watch.
  2. Place the sealed box into the DHL flyer.*
  3. Seal the DHL flyer.
  4. Call DHL Hong Kong Customer Service to arrange collection of your defective Apple Watch 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
    -Contents (See your DHL Express Flyer)
    -Weight (See your DHL Express Flyer)
    -City and postal code
    -Shipment value (See your DHL Express Flyer)
  5. You will be prompted to prepare a custom invoice.  Note that your custom invoice has been pre-printed for you.  You will find it in the pouch of the DHL flyer in which your new Apple Watch was mailed.
  6. Hand the packaged defective Apple Watch to the DHL courrier.
  7. Ask the courier for proof of collection.
  8. In a few days, check that Apple has received your defective Apple Watch.

*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 Apple Watch

  1. Make note of your new Apple Watch serial number. Your replacement Apple Watch is covered by a 90-day service warranty or the remainder of your Apple Watch one-year limited warranty or AppleCare agreement, whichever is longer.
  2. Hold your watch near your phone.
  3. Pair your Apple Watch.  When you pair your Apple Watch, you will be given the option to restore it from a backup if you made one.

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