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 $49 assessment fee that is applicable. If your repair is covered under Apple Limited Warranty, Apple Variable Warranty, Apple One Time Exception, AppleCare+ or Apple REP coverage, iStore will not charge the diagnostic fee. If a quote of repair is accepted and a repair is carried out by iStore, this fee will be put toward the final repair cost.

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.

Details and 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

Current estimated turn around time:
5 - 7 business days

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.

See battery pricing

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.

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.

See pricing

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.

See pricing

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.

Find out more

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

Find out more

Mail-In or Drop-Off your AirPods

If you cannot get to our store, you can mail in your AirPods to be assessed and repaired. Click below and select what you wish to have serviced.

Please complete the service request form and read the terms of service. Follow any instructions carefully and once completed, submit the form. Once you have submitted the service request you will be provided with instructions on how to send-in your AirPods to us.

Alternatively, if you simply wish to drop-off your AirPods and skip the book-in process, fill out the service request form that relates to your device and show us your confirmation email in-store.

Submit a service request

Have a question?

Phone

Contact the iStore service team via the options above

AirPods Pro Service Program for Sound Issues

Apple has determined that a small percentage of AirPods Pro may experience sound issues. An affected AirPods Pro may exhibit crackling or static sounds in loud environments or Active Noise Cancellation may not work as expected, such as a loss of bass sound, or an increase in background sounds, such as street or airplane noise. Affected units were manufactured before October 2020. Please contact iStore with your serial number to see if your device can be serviced free of charge.

Coverage Period

This repair program covers eligible AirPods Pro models for up to three years from purchase date.

Monday	9am - 5pm
Tuesday	9am - 5pm
Wednesday	9am - 5pm
Thursday	9am - 5pm
Friday	9am - 5pm
Saturday	9am - 5pm
Sunday	Closed

Monday	9am - 5pm
Tuesday	9am - 5pm
Wednesday	9am - 5pm
Thursday	9am - 5pm
Friday	9am - 5pm
Saturday	9am - 5pm
Sunday	Closed

1. The turn around times depicted on this website may not be accurate. Please contact iStore for the most up to date turn around times for servicing your equipment.
2. If your accessory didn't ship in your AirPods retail box, iStore will require a proof of purchase for your accessory before we can service it.

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.