How to send your iPhone to Apple for a service from the Asia-Pacific region

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

Need a different country or region?

Before you send your iPhone

Follow these steps before you send your iPhone in for repair or replacement. If it won't turn on or respond, finish as many steps as possible:

1. Back up your iPhone.

2. Remove your iPhone from your Apple ID device list.

3. Erase your iPhone, then 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 uses an eSIM, contact your wireless network provider to suspend its service, if necessary.

Pack your iPhone

Customers in Australia and Japan may proceed to the Send 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. If you include extra items in the box, we will be unable to return them to you.

   

2. Place the bag in the box.

   

3. Seal the box with tape.* If there is a battery sticker pasted on the outside of the box, please make sure the battery sticker is not obstructed.

   

Send your iPhone to Apple

Select your country or region*:

Australia

You’ll be provided with a link to a shipping label to print at home. Return your product to Apple using the postage label.

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

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

3. Australia Post will package your product and provide you with a receipt to confirm the lodgement of your return. Don’t include your stereo headset, USB cable, power adapter, SIM card or other accessories with your package. If you include extra items, we will be unable to return them to you.*

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

Japan

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

1. Hand your iPhone to the courier. Do not include your stereo headset, USB cable, power adapter, SIM card or other accessories. If you include extra items, we will be unable to return them to you.*

2. In a few days, check that Apple has received your product.

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 the provided tape. Don’t include your stereo headset, USB cable, power adapter, SIM card or other accessories in the box. 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.

4. 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 08:30 to 17:30, or Saturday 08:30 to 12:30. You will be asked to provide customer service with the Return AWB number from the pre-printed AWB provided in the box.

5. Hand the packaged product to the courier.

6. After courier pickup, you can track your delivery at https://www.gdexpress.com/malaysia/e-tracking/.

New Zealand

You’ll 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 your stereo headset, USB cable, power adapter, SIM card or other accessories in the satchel. 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

• Use the subject line “Apple collection – iPhone” followed by the TNT consignment number.

• In your email, please mention that you are using a pre-paid satchel on account number 320792, note whether your collection address is a residence or a business, and provide your phone number.

• Send the email to customerservice.nz@tnt.com.

OR

• Call TNT Customer Service on 0800 275 868 and mention that you are using a pre-paid satchel on account number 320792, note whether your collection address is a residence or a business, and provide your phone number.

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 iPhone after a service

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. Consumer law rights may also apply to your replacement product where applicable.

Find out how to use your iPhone after service.