Prepare your Apple Watch for the Express Replacement Service
After you’ve scheduled the Express Replacement Service*, you’ll get a kit that has your replacement Apple Watch and everything you need to send your original Apple Watch to Apple.
Before you return your original Apple Watch
To back up your Apple Watch, unpair it from your iPhone: With your iPhone and Apple Watch close together, open the Apple Watch app on your iPhone. Go to the My Watch tab > All Watches, then tap the info button next to the watch you want to unpair. Tap Unpair Apple Watch, then tap it again to confirm. If you have a GPS + Cellular model, move your mobile plan.
Remove the band from your Apple Watch. Don’t include the band or any other accessories when you send your original Apple Watch to Apple.
Pack your Apple Watch
Your Express Replacement Service kit includes everything you need to pack up and send your original Apple Watch to Apple — including the box that your replacement Apple Watch arrived in, which you’ll use to send your original watch to Apple.
When you pack your Apple Watch, don’t include anything else in the box — such as the watch band or other accessories. If you do, they won’t be returned to you.
Place your original Apple Watch in the smaller insert box, then close the insert’s lid. Make sure the screen of your watch faces up.
Place the insert into the larger box, then close it. Make sure the battery sticker is pasted flat on the box and isn’t covered by tape or a shipping label.
Ship your original Apple Watch to Apple
If you have a pre-printed TNT shipping label,
Remove the TNT shipping label from the box.
Note the consignment number — it starts with “GE” and you can find it next to the barcode on the shipping label.
Put the postage box with your packaged Apple Watch in the TNT satchel, seal the satchel and place the shipping 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 Watch“, 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,
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).
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.
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 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.
*Express Replacement Service is an AppleCare benefit that is not available in all countries or regions.
