Sending your device for repair: how to pack it safely

Why send your device by post?

Not everyone lives near a repair shop. If you live further away, or in the Netherlands, France, Germany or Luxembourg, sending your device by post is usually the quickest option. Choose your device and repair online, receive a shipping label by email and drop off your parcel at a postal point whenever it suits you. You only pay after the repair.

The turnaround can be quick. Before sending a device, the question customers ask us most often is: “How long will I be without it?” A typical week within Belgium looks like this: you send it on Monday, it reaches our workbench on Tuesday morning and is usually repaired that day, and you have it back at home on Thursday. From neighbouring countries, delivery takes one to three days, and the whole process is usually completed within a week.

The device that travelled furthest to reach us came from Congo: an Apple Watch Ultra with cracked rear glass. A friend of the owner brought it to Belgium by plane and posted it to us from here. After the repair, it returned the same way. The journey took more than a week in total, but it worked out.

Step 1 — Back up your device, if possible

Does your screen still work? Back up your device using iCloud, Google One or your computer first. If the damage makes that impossible, don't worry: we do not erase your data. Your photos, apps and contacts stay on your device during the repair. The exception is damage to the memory chip (NAND) on the motherboard itself. If that is the case, we discuss it with you first.

Step 2 — What to send and what to leave out

• You can leave your SIM card in the device, and there is no need to turn off “Find My iPhone”. Send your device as it is.
• You usually do not need to give us your passcode. We only ask for it for motherboard repairs or for an iPad with an Apple Pencil, as we need access to the system to test the Pencil fully. You can provide it in the comments field of your repair request.
• Leave out cases, screen protectors, chargers and watch straps. Sending them adds to the risk of something being left behind.
• You do not need the original box. In fact, avoid sticking the shipping label on a recognisable Apple box. A plain, sturdy box attracts less attention in transit.

Step 3 — How to pack your device

1. Wrap your device in bubble wrap or a thick cloth. You do not need specialist packing materials: cardboard and paper wrapped around the device work too.
2. Choose a box slightly larger than your device and fill the gaps with packing material so nothing can move around.
3. Put a note with your name and the reference from your confirmation email inside the box.
4. Seal the box securely with tape and attach the shipping label to a flat surface.

Step 4 — Send and track your parcel

In Belgium, drop off your parcel at a bpost parcel locker or postal point. In the Netherlands, France or Germany, use a drop-off point for the carrier shown on your label. Tracking details are included with the label, so you can follow both the journey to us and the return. Insured shipping is available: select it when submitting your repair request.

When your parcel arrives, we open it on camera and check it in straight away. You receive an automatic email to confirm this. After the repair and your payment, your device is sent back the same day or the next working day. Within Belgium, we usually deliver to a parcel locker near you, so your parcel does not have to be left unattended at your door.

What if something goes wrong in transit? To date, none of our shipments has been lost. One parcel was delayed, but our insurance agent contacted the carrier directly and it was soon located. If something does go wrong, we will help you resolve it.

Common packing mistakes

• Putting your device loose in an envelope. Envelopes can tear, allowing your device to fall out in transit. Always use a box.
• Using an oversized box without padding, leaving the device free to slide around.
• Sticking the label directly on the original Apple box, which reveals what is inside.
• Sending accessories. They are not needed and add to the risk of something getting lost.
• Posting a device that has just been dropped in water. With water damage, every minute counts. Come straight to our shop in Antwerp or Wolvertem so we can open and clean it immediately. Sometimes cleaning is enough, with no parts needing replacement.

Ready to send your device?

Start your mail-in repair request online to see the fixed price of your repair and the cost of the shipping label. See how shipping works or start your request now.