Send your accessory to Apple for a service

After you’ve contacted Apple for a service, you’ll receive a kit that contains a replacement accessory and everything you need to return your original product to Apple.

Before you return your original product

You can send these accessories for a service: Apple Watch bands, Apple Pencil, AirTag and accessories, cases, charging cables, keyboards, mice and wallets.

If you’re sending an AirTag or Apple Pencil Pro, remove it from your Apple Account:

1. In the Find My app, select the Devices tab to remove Apple Pencil Pro or Items tab to remove an AirTag, then select your Apple Pencil Pro or AirTag.

2. Swipe up and tap Remove This [Device or Item], then tap Remove to confirm.

Pack your Apple product

1. Put your device in the bag, then slide the bag under the cardboard insert.

2. Close the insert and the box.

3. Make sure that the battery sticker is pasted flat on the box and isn’t covered by tape or a postage label.

Ship your original product to Apple

If you have a pre-printed TNT shipping label,

1. Remove the TNT shipping label from the box.

2. Note the consignment number — it starts with “GE” and you can find it next to the barcode on the shipping label.

3. Put the postage box with your packaged Apple product in the TNT satchel, seal the satchel and place the postage label in the clear plastic pocket.

Then contact TNT Customer Service to arrange a collection:

• Email: customerservice.nz@tnt.com

  • Subject line: “Apple collection — Apple product“, followed by the TNT consignment number

  • In the email, note that you’re using a pre-paid satchel on account number

    320792, whether your collection address is a residence or business, and provide your phone number.

• Call: 0800 275 868

  • Note that you’re using a pre-paid satchel on account number 320792, whether your collection address is a residence or business, and provide your phone number.

If there is no pre-printed shipping label,

1. To arrange collection, email DHL New Zealand Customer Service: aukad.applerma@dhl.com. Mention that you’re using a pre-paid return service. Provide the information below in your email request:

   • DHL tracking number for the replacement unit. This tracking number is a 10 digit numerical reference that is available on your replacement unit shipping label or email.

   • Preferred Pick Up Date (at least 2 working days after the email is sent to DHL).

2. DHL will respond to your email and provide the return shipping label within 1 working day. Please print out the return shipping label provided by DHL via email and attach the provided DHL shipping label on the box, covering the replacement unit shipping label completely.

3. DHL may use a 3rd party (New Zealand Post) for collection.

When you give your packaged product to the DHL courier, make sure you get proof of collection to confirm that you’ve returned your original product. Apple isn’t responsible for any damage sustained during delivery.

Apple is not responsible for any damage sustained during transit.