How to send an AirPods earbud back to Apple from the Asia-Pacific region

Here's how you send one of your AirPods earbuds back to Apple after you get a replacement.

Need a different country or region?

After you’ve contacted Apple for service:

• In Australia, you'll receive your replacement product by mail. Please use the same box that included your replacement device to return your product.

• In Hong Kong, New Zealand, and Singapore, you’ll receive a kit by mail that contains a replacement product with everything you need to return your original product to Apple. If you're only returning one AirPods, you'll get a shipping box with one compartment (shown in this article). If you're returning two, you'll get a shipping box with two compartments.

• In Japan, a courier will bring your replacement product and collect your original product.

Returning your original product is not required if it was lost.

Important: If exchanging a product, return it so that Apple receives it within 10 days of the day your replacement product was shipped to you by Apple (check your ship date). If Apple doesn't receive your product within 10 days, or if Apple technicians find that your original product is ineligible for service or for any reason not covered by an active AppleCare+ plan, you'll be charged the full value of the replacement product. For more details, see AirPods Replacement, Service, and Repair and terms and conditions.

Pack your AirPods earbud

Customers in Japan may proceed to the Ship your AirPods to Apple section.

1. Remove your replacement AirPods earbud from the packaging materials. Leave the insert to the white box open.

2. Place your original AirPods earbud into the insert in the white box by sliding the stem of the AirPods into the paper tube. Make sure the top of the AirPods earbud sits in the hole in the insert.

   

3. Fold the flap at the top of the AirPods earbud.

   

4. Fold the insert in half to close it and fold the flap sticking out of the insert.

   

5. Place the insert into the white box. The AirPods earbud should face up. Close the white box by placing the lid on it.

   

6. Place the white box in the shipping box. Do not include any other items, such as your other AirPods earbud, charging case, or cable.

   

7. Close the box and seal it using the included tape.

   

8. Seal the box with tape and mail the box to Apple. If there is a battery sticker pasted on the outside of the box, please make sure it is not obstructed.

   

Ship your AirPods earbud to Apple

Select your country or region:

Australia

1. You will receive an email from Apple once the replacement product has been shipped. Print the shipping label from the Repair status link provided in the email. Please use the same box that included your replacement device to return your product.

2. Take your shipping label and packaged 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. Check that Apple has received your Apple product, in a few days.

Hong Kong

Please use the same box that included your replacement device to return your product.

1. Place your product into the shipping box and seal the box with the tape provided.*

2. Call Shun Feng Hong Kong Customer Service, during weekdays (Monday through Friday), to arrange collection of your product at 8302 2883. Enter 1 (for cantonese), 2 (for english), or 3 (for mandarin). Advise Shun Feng 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

   -Pickup address (must be the same as the replacement device delivery address)

   -Company name: Apple

   -Contact number

   -Repair ID

3. Hand your packaged product to the Shun Feng Hong Kong courier. The courier will assist you with return AWB pasting on the box and apply an additional Protection Plus seal.

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

Japan

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

1. Hand your product to the courier. Do not include any accessories with your earbud (such as your ear tips or charging cable). If you include extra items in the box, we won't be able to return them to you.*

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

Check the status of your service request.

New Zealand

1. Remove the TNT shipping label from the envelope. Next to the barcode on the shipping label, look for the consignment number, which begins with “GE.” Make a note of the number.

2. Insert the packaged product into 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 - 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 Apple product, in a few days.

Singapore

Your package contains a pre-printed return DHL AWB to ship back your product. Please use the same box that included your replacement device to return your product.

1. Put your product into the shipping box and seal the box with the tape provided. Paste the DHL Return AWB on the box, and make sure that the return AWB label covers the original AWB label completely.*

2. Call DHL Singapore Customer Service to arrange collection of your product 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 Return AWB)

   -Company Name - Apple

   -AWB Number (See your DHL Return AWB)

   -Contents: Electronic product

   -Pickup address and time

   -Contact phone number for pickup

   -Number of pieces: 1

   -Weight: 1 kg

3. Hand your packaged product to DHL courier.

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

Use your replacement AirPods

1. When you replace only an AirPods, your serial number does not change. 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. Australia or New Zealand consumer law will also apply to your replacement product in those countries.

2. Place your Apple AirPods in the case and press the setup button until the status light is flashing white.

3. Set up your AirPods.