Customer support

How can we help?

Choose the type of help you need. Product issues and return requests can be completed here without leaving the Contact Support page.

Structured support The relevant information is collected first.

Faster replies Less time is spent asking for missing details.

Everything in one place Product issues, returns and contact support stay together.

What do you need help with?

Select the option that most closely matches your request.

Product issue support

Tell us what is not working.

Use this page if your replacement AirPod or case is not pairing, not syncing, not charging, has no sound, or you think you may have ordered the wrong model.

Before submitting

Many replacement AirPods issues are caused by setup order, charging, syncing or model mismatch. Try these checks first.

Forget the old Bluetooth device Open Bluetooth settings, tap the information icon next to your AirPods, then choose Forget This Device.

Put both earbuds in the case Make sure the left and right AirPod are inside the correct case and seated properly.

Charge together Keep the earbuds inside the case and charge them together so the replacement can sync with the set.

Reset and pair again Hold the setup button until the light flashes amber, then white. Flashing white means ready to pair.

Genuine replacement note. We only sell genuine replacement items. A genuine compatible replacement should sync with a genuine matching case and show model information in Bluetooth settings after pairing.

Open Model Finder Setup support Return request

Submit product issue

Give us the order details and issue information. We will review it and confirm the best next step.

Name

Email *

Order number *

Part purchased *

AirPods generation *

Model number *

After choosing the AirPods generation, select the model number for the part you bought.

Issue type *

Case light colour

Setup steps already tried

You can select more than one setup step.

Photo or video note

This form does not upload files yet. You can mention if you have photos or videos ready.

Describe the issue *

We check the setup first We review whether the issue is caused by pairing order, syncing, charging, or Bluetooth settings.

We check model compatibility If the model does not match, we will explain the next step based on the order and returns policy.

We confirm the next step Depending on the issue, we may suggest setup support, replacement support, or return instructions.

Return request

Request a return.

Use this page if you want to return a replacement AirPod, charging case or full set. Please do not send anything back until we review your request and confirm the correct return steps.

Submit request Send your order number, model information and return reason.

We review it We check whether the issue is setup, model mismatch, damaged parcel, wrong item or product fault.

Return steps confirmed We reply with the correct next step before anything is sent back.

Before requesting a return

Some replacement issues can be fixed by setup or model checking. This request helps us understand the issue first.

Check the model before buying Wrong model orders are usually caused by not checking the AirPods model before purchase.

Try setup if it is not pairing Forget the old Bluetooth device, charge both earbuds in the case, reset, then pair again.

Contact us before sending it back We need to confirm the return steps first. This helps avoid delays and wrong return handling.

Return shipping for wrong model orders If the wrong model was ordered by mistake, return shipping is normally not covered because model checking is the buyer’s responsibility before purchase.

Important. A return request does not automatically approve the return. We will review your details and confirm the correct next step by email.

Open Model Finder Product issue support Support page

Submit return request

Give us the order details and return reason. We will review it and reply with the next step.

Name

Email *

Order number *

Part purchased *

AirPods generation *

Model number *

After choosing the AirPods generation, select the model number for the part you bought.

Return reason *

Case light colour

Has the item been opened? *

Has the item been paired or used? *

Packaging condition *

Have you contacted support already?

Describe the return request *

We review your request We check the order, model, reason and issue details before confirming the next step.

We confirm the return steps Please do not send anything back until return instructions are confirmed.

We keep the process clear Depending on the issue, we may suggest setup support, replacement support, or return instructions.

How can we help?

What do you need help with?

Tell us what is not working.

Before submitting

Submit product issue

Request a return.

Before requesting a return

Submit return request

Order or delivery help

Setup and pairing help

Trade-in help

General support request