How to send your Apple Watch to Apple for service in the Asia-Pacific region

Choose your country or region.

We’re sorry your Apple Watch isn’t working as it should.

After you’ve contacted Apple for service:

  • In Australia, you'll be provided with a link to a shipping label to print at home. You'll return your defective Beats headphones to Apple using the shipping label.
  • In Hong Kong, New Zealand, and Singapore, you’ll receive a kit that contains everything you need to return your defective Beats headphones to Apple.

Before you ship your Apple Watch

  1. Unpair your Apple Watch (if possible).  When you unpair, your iPhone will try to create a backup of your Apple Watch. When your device returns from service, you can use the backup to restore your Apple Watch.
  2. Remove the band from your Apple Watch.

Pack your Apple Watch using the included packaging materials

Customers in Australia may proceed to the ship your Apple Watch to Apple section.

  1. Place your Apple Watch into the white box. Do not include the band, Link Bracelet, or other accessories.
  2. Fold down the top of the white box. You should be able to see the face of your Apple Watch through the clear window in the top of the box.
  3. Put the lid on the white box.
  4. Place the white box into the brown box.
  5. Fold down and secure the lid of the brown box.
  6. Tape the brown box closed.

Ship your Apple Watch to Apple

Select your country or region:

Australia

  1. Print the shipping label that Apple provided when you requested service.
  2. Take your shipping label and unpackaged Apple Watch to Australia Post. To find your nearest Australia Post Office, visit: auspost.com.au/locate/.
  3. Australia Post will package your Apple Watch and provide you a receipt to confirm the lodgment of the part return. Please keep your receipt.
  4. Your Apple Watch will be repaired or replaced as quickly as possible. You can check the status of your service request online.

Hong Kong

Your package will come with a pre-labeled Shun Feng flyer to ship your defective Apple Watch.

  1. Place the packaged Apple Watch into the Shun Feng flyer and seal the flyer.*
  2. Call Shun Feng Hong Kong Customer Service to arrange collection of your defective Apple Watch at +852-2730-0273 for next-day pick up Monday through Saturday.  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
    -Account Number (See your DHL Express Flyer)
    -Company Name - Apple
    -AWB Number (See your DHL Express Flyer)
    -Contents: Electronic product
    -Pick up address and time
    -Contact phone number for pick up
    -Number of pieces: 1
    -Weight: 1 kg
  3. You will be prompted to prepare a custom invoice.  Note that your custom invoice has been pre-printed for you.  You will find it in the pouch of the Shun Feng flyer.
  4. Hand the packaged defective Apple Watch to the Shun Feng courrier.
  5. Ask the courier for proof of collection.

Your Apple Watch will be repaired or replaced as quickly as possible. You can check the status of your service request online.

*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.

New Zealand

  1. Remove the TNT shipping label from the box. Next to the barcode on the shipping label, look for the consignment number, which begins with “GE.” Make a note of the number. 
  2. Put the packaged Apple Watch in 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 - Apple Watch” 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.

Your Apple Watch will be repaired or replaced as quickly as possible. You can check the status of your service request online.

*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 your defective Apple Watch.

  1. Put the packaged Apple Watch into the pre-labeled DHL flyer and seal the flyer.*
  2. Call DHL Singapore Customer Service hotline to arrange collection of your defective Apple Watch at 1-800-285-8888 for next day pick up from Mon - Sun. 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
    -AWB Number (See your DHL Express Flyer)
    -Contents: Electronic product
    -Pick up address and time
    -Contact phone number for pick up
    -Number of pieces: 1
    -Weight: 1 kg
  3. Hand the packaged defective Apple Watch to the DHL courrier.
  4. The DHL website will show pick up scan after pick up is completed.
  5. In a few days, check that Apple has received your defective Apple Watch.

Your Apple Watch will be repaired or replaced as quickly as possible. You can check the status of your service request online.

*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 repaired or replaced Apple Watch

  1. Hold your watch near your phone.
  2. Pair your Apple Watch.  When you pair your Apple Watch, you will be given the option to restore it from a backup if you made one.

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