Use Express Replacement Service for your iPhone

With Express Replacement Service, you get a kit that has your replacement iPhone and everything that you need to send back your original iPhone.

About Express Replacement Service

• With Express Replacement Service, Apple sends you a replacement iPhone first — so you don’t have to wait for a repair.

• After you get your replacement iPhone, send back your original iPhone straight away. Apple must receive your original iPhone within 10 days after your replacement has been dispatched.

• Your replacement product is covered for 90 days or the remainder of your original product warranty, whichever is longer. This coverage is in addition to any rights provided by consumer protection laws in your country or region or any AppleCare plan.

Find the dispatch date of your replacement iPhone

Before you return your original iPhone

1. Back up your iPhone

   • Back up with iCloud

   • Back up with your Mac

   • Back up with your PC

     

2. Erase your iPhone to delete your personal data and remove it from your Apple Account: in Settings, tap General > Transfer or Reset iPhone, then tap Erase All Content and Settings. You need to enter your Apple Account password to confirm.

   

3. Transfer your mobile service to your new iPhone:

   • If your original iPhone uses a physical SIM card, switch it to your new iPhone or transfer it as an eSIM to your new iPhone.

   • If your original iPhone uses eSIM, transfer to an eSIM on your new iPhone.

4. Power down your original iPhone.

Pack your original iPhone

Your Express Replacement Service kit includes everything you need to pack up and send your original iPhone to Apple — including the smaller white or natural box and larger postage box that your replacement iPhone arrived in, which you use to pack up your original iPhone and send it to Apple.

1. Place your iPhone into the smaller white or natural box. Don’t include anything else — such as a phone case, power adaptor, USB cable or other accessory. If you include extra items in the box, they won’t be returned.

2. Put the smaller box into the same larger postage box that was delivered to you. If there’s a battery sticker pasted on the outside of the box, make sure it’s not covered by tape or a postage label.

Send your original iPhone to Apple

First, pack your original iPhone in the TNT Express Shipping satchel:

1. Remove the TNT postage label from the box.

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

3. Put the large postage box (with your packaged iPhone) 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 — iPhone” 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.

TNT will provide a booking reference number and collection date in response to your email or phone call.