How to send your AirPod back to Apple after receiving a replacement in the Asia-Pacific region

Choose your country or region.

We’re sorry your AirPod isn't working as it should.

After you’ve contacted Apple for service:

  • In Australia, you'll receive your replacement product by mail. You'll be provided with a link to a shipping label to print at home. You'll return your defective product to Apple using the shipping label.
  • 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 defective product to Apple.
  • In Japan, a courier will bring your replacement product and collect your defective product.

Important: Be sure to return your defective AirPod (does not apply if your lost AirPod is being replaced) so that Apple receives it within ten days of the day the replacement shipped (check your ship date). If Apple doesn't receive your product within ten days, or if Apple technicians find that your product has accidental damage or unauthorized modifications, you'll be charged up to the full value of the replacement product. For more details, see terms and conditions.

Pack your AirPod using the included packaging materials

Customers in Japan may proceed to the ship your AirPod to Apple section.

  1. Remove your replacement AirPod from the packaging materials. Leave the insert to the white box open.
  2. Place the defective AirPod into the insert in the white box by sliding the stem of the AirPod into the paper tube. Make sure the top of the AirPod sits in the hole in the insert.
  3. Fold up the flap at the top of the AirPod.
  4. Fold the insert in half to close it and fold the flap sticking out of the insert up.
  5. Place the insert into the white box.  The AirPod should face up.  Close the white box by placing the lid on it.
  6. Place the white box inside the white cushioned envelope. Do not include any other items, such as your other AirPod, charging case, or cable.
  7. Seal the envelope using the tape strip at the top of the envelope.
  8. Make sure the red, black, and white battery sticker is clearly visible on the outside of the envelope.

Ship your AirPod to Apple

Select your country or region:

Australia Hong Kong Japan New Zealand Singapore

Australia

  1. Print the shipping label that Apple provided when you requested service.
  2. Take your shipping label and packaged defective 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. In a few days, check that Apple has received your defective Apple product.

*Apple is not responsible for any damage during shipping if the package is not properly sealed or is delivered to the courier in poor condition.

Hong Kong

Your package will come with a pre-labeled DHL flyer to ship back your defective AirPod.

  1. Put the packaged AirPod into the DHL flyer and seal the flyer.*
  2. Call DHL Hong Kong Customer Service to arrange collection of your defective AirPod at (+852) 2400 3388.  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 Flyer)
    -Company Name - Apple
    -Contents (See your DHL Flyer)
    -Weight (See your DHL Flyer)
    -City and postal code
    -Shipment value (See your DHL Flyer)
  3. You will be prompted to prepare a custom invoice. Note that your custom invoice has been pre-printed and attached to your DHL flyer for you.
  4. Hand your packaged defective AirPod in your DHL flyer to the DHL courrier.
  5. Ask the DHL courier for proof of collection.
  6. In a few days, check that Apple has received your defective AirPod.

*Apple is not responsible for any damage during shipping if the package is not properly sealed or is delivered to the courier in poor condition.

Japan

  1. Hand your defective AirPod to the courier who brings your replacement product.  Do not include any other items, such as your other AirPod, charging case, or cable.
  2. In a few days, check that Apple has received your defective AirPod.

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 AirPod 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 - AirPod” followed by the TNT consignment number.  
    2. Include in the email message: That you are using a prepaid satchel on account number 320792, whether your collection address is a residence or a business, and your contact 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.

In a few days, check that Apple has received your defective AirPod.

*Apple is not responsible for any damage during shipping if the package is not properly sealed or is delivered to the courier in poor condition.

Singapore

Your package will come with a pre-labeled DHL flyer to ship back your defective AirPod.

  1. Put the packaged AirPod into the pre-labeled DHL flyer and seal the flyer.*
  2. Call DHL Singapore Customer Service to arrange collection of your defective AirPod 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 Express Flyer)
    -Company Name - Apple
    -Contents (See your DHL Express Flyer)
    -Weight (See your DHL Express Flyer)
    -City and postal code
    -Shipment value (See your DHL Express Flyer)
  3. Hand the packaged defective AirPod to the DHL courrier.
  4. Ask the courier for proof of collection.
  5. In a few days, check that Apple has received your defective AirPod.

*Apple is not responsible for any damage during shipping if the package is not properly sealed or is delivered to the courier in poor condition.

Use your replacement AirPod

  1. When you replace only an AirPod, your serial number does not change. Your replacement product is covered by a 90-day service warranty or the remainder of your product warranty, whichever is longer.
  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.

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