AirPods Repairs

Being an Apple Authorised Service Provider iStore is the best place to get your AirPods serviced. iStore uses Apple provided diagnostic tools and procedures to ensure we treat your device as Apple intended.

Getting your AirPods Fixed

Bring your AirPods in to iStore where they will be booked in to our service department to be assessed by one of our service technicians. Once a fault has been diagnosed we will contact you with a quote.

If your AirPods are covered under warranty we will order a replacement unit from Apple and contact you when your new AirPod or AirPods Case is ready for collection.

Due to Apple's repair policy your device will need to remain in our service department for the duration of the repair.

Diagnostic fees and pricing

If your device is less than a year old, and the issue covered by Apple's Limited Warranty the service will be free of charge. If your unit was purchased in New Zealand and is less than 24 months old it may be covered under Apple's variable warranty.

For all AirPods repairs – in or out of warranty – there is a $39 assessment fee that is payable if a repair or replacement is not undertaken by iStore. If you accept a quote for repair or your repair is covered by warranty, iStore will not charge the assessment fee.

If your AirPods have suffered physical damage or failed outside of warranty you can still get it serviced at iStore. Follow the link below to see our full list of AirPods repair pricing.

How long will it take?

We aim for a service turn around time of 3 - 5 working days for Beats repairs, however this may vary depending on the current work load of the service department.1



Battery Service

If your AirPods or AirPods Charging Case is suffering from battery life issues iStore can diagnose the issue. If we confirm a failed or consumed battery we can order a replacement iPad from Apple for a discounted service fee.

Before you bring in your device

AirPods serial number

Before bringing in your AirPods or AirPods accessory in to be serviced please ensure that you have obtained the serial number for your AirPods. The AirPods serial number is found on the inside of the AirPods charge case, on your retail packaging or possibly on your sales receipt.

If you cannot find or obtain your serial number please contact iStore for advice on how to proceed.

Purchased another charge case?

In order for iStore to service your AirPods we need to use the serial number found on the original AirPods Case. This is used to confirm your AirPods warranty status.

If you are attempting to service AirPods that are installed in a case that were replaced by an Authorised Service Provider iStore can use that serial number inside that case as it is linked to your original device serial number in Apple's system.

More Services
Bellow are some of the other ways iStore can help you with your AirPods experience.

Lost an AirPod?

If you have lost an AirPod iStore can order you a replacement item at a discounted rate. In order for iStore to order a replacement AirPod we will need the serial number from your AirPods Charge Case.

The replacement AirPod will need to be synced and paired with your existing AirPod when you come to collect it. Alternatively you can leave your existing AirPod and Charge Case with iStore at time of service request allowing iStore to ensure everything is working as expected.

Lost your Charge Case?

If you have lost your AirPods Charging Case iStore can order you a replacement item at a discounted rate.

Unfortunately if you have lost your AirPods Charging Case we will need the serial number from either your receipt or retail packaging in order to create a repair with Apple.

AirPods Accessories

If your AirPods accessory – such as Lightning to USB Cable is not working as expected you can get it serviced through iStore. In order for iStore to facilitate a repair or replacement of an AirPods accessory we need to verify the product you use the accessory with. This takes a few minutes while we book in your faulty item.2



Just like with AirPods repairs your accessory will need to remain in our service department for the duration of the repair however you may take your AirPods away with you.

Insurance Assessments

If your AirPods have suffered liquid damage or impact damage from an unfortunate mishap – or if your AirPods have been lost or stolen – iStore can provide an insurance assessment and send the report directly to your insurance company. Once approved we can service or replace your AirPods and have you up and running again as soon as possible.

An insurance assessment requires a valid claim number and contact email address. We also require an insurance assessment fee to be paid up front, in most cases this will be reimbursed by your insurance company

Send in your AirPods

If you cannot physically get to our store, you can mail in your items to be assessed and repaired. Please print and complete both the Mail-In Service Form and the Terms of Service pages that can be downloaded via the link below. Please include them when sending your item(s) to us.

Please make sure you have followed any service instructions provided with the Mail-in documentation. If you are unsure of anything please contact iStore.

Have a question?

Contact the iStore service team via the options above
Mail-in Options ×
AirPods
Accessories
Lost AirPods
Lost Case

Select from the options above to download the mail-in instructions and documents. Please note that for most accessories we require a test to be run on the device the accessory is used with. Because of this it may not be logistically possible for iStore to service an accessory via the Mail-in process. Please contact us directly regarding your faulty accessory to see if we can run diagnostics remotely before you send in your faulty product.