Support
Help for replacements, trade ins and setup.
Find the right AirPods model, set up your replacement part, track your trade in, check shipping, start a return, or contact support.
Setup support
Reset, pair, sync and reconnect your replacement AirPod with clear setup steps.
View setup help →
Track trade in
Use your confirmation number to check your trade in status, inspection amount and payment progress.
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Product help
Get help with product issues, wrong model orders, shipping and return requests.
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Setup support.
Correct setup order
1
Forget the old Bluetooth device first
On your phone, open Bluetooth settings, tap the information icon next to your AirPods, then choose Forget This Device.
2
Put both earbuds in the case
Place the left and right AirPod inside the correct charging case. Make sure both earbuds are seated properly.
3
Charge while they sync
Keep both earbuds inside the case and leave the case charging for at least 30–60 minutes before resetting again. Sometimes syncing can take longer, and in some cases it may take a few hours.
4
Reset the case
Open the lid, hold the setup button until the light flashes amber, then white. Flashing white means the set is ready to pair.
5
Pair again near your phone
Keep the case open near your iPhone and follow the pairing message. Sometimes it can take a little while to connect.
Light colour guide
The status light helps you understand the case and pairing state.
Green
The AirPods or case are charged. Green normally means the item is fully charged.
Amber or orange
The set is charging or has less than one full charge. During reset, amber followed by white means the reset process is working.
Flashing white
The AirPods are ready to pair. Keep the case open and close to your phone.
This message normally means you have purchased the wrong replacement part for your AirPods, so it cannot pair with the rest of your set. Please check the model number of the replacement part against your existing AirPods to make sure you ordered the correct generation and model.
The old Bluetooth record may still be saved, the replacement may still be syncing, or the replacement may not match your model. Forget the AirPods from Bluetooth, charge both earbuds together in the case, wait for them to sync, then reset until the light flashes amber and then white.
Give the replacement at least 30–60 minutes in the charging case with the other AirPod. Sometimes it can take longer, and in some cases a few hours may be needed before the set is ready to reset and pair together.
This can happen while the AirPods are still syncing or when the parts do not match. Keep both AirPods in the case and charge them together, then try the reset again. If the light still will not reach flashing white, check that all parts are from the same compatible model family.
Trade in help.
Trade in journey
After submitting a trade in, you receive a confirmation number. Keep this number safe.
1
Submit trade in
You can add payment details during the trade in form, or leave them for later.
2
Wait for review
We review your item details and confirm the next step.
3
Inspection amount
After inspection, we confirm the amount we are willing to pay based on the item received.
4
Payment
If payment details are missing, we send a reminder email and the status page shows a payment details button.
It appears on the quote submitted page and in the confirmation email sent after you submit the trade in form.
You can add payment details when filling in the trade in form. If you skip it, we will ask again after inspection when the amount we are willing to pay has been confirmed.
Yes. The amount may change if the item condition, model, connection status or authenticity does not match the submitted details.
Product help and returns.
Product issue support
Some issues can be solved with setup, especially after replacing only one side. We collect the issue details first so we can give the correct next step.
Send your order number, AirPods generation, model number, side purchased and the issue you are facing.
You can report issues such as not pairing, no sound, low volume, case not charging, wrong model, light not flashing white, or the replacement not syncing with your existing set.
Yes. For most replacement AirPods, you should forget the old Bluetooth device, charge both earbuds in the case, reset the case, then pair again.
Returns support
You can open the item to check it. Before returning, contact us first so we can understand the issue and confirm the correct return steps.
Use the model finder before buying. If the wrong model was ordered by mistake, return shipping is normally not covered because model checking is the buyer’s responsibility before purchase.
First follow the setup steps. If the issue remains, submit a product issue request with your order number, model number, side purchased and the light colour you see.
Many AirPods replacement problems are setup or model matching problems. Checking first helps us confirm whether a return, replacement, or setup support is the right next step.
Use the return request page or contact support with your order number. We need to understand the issue before confirming return steps.
Shipping.
Shipping and delivery
This section covers replacement product orders. Trade in shipping is handled separately through your trade in emails and trade in status updates.
Orders are prepared as quickly as possible after payment is confirmed. Delivery estimates are calculated using a 3pm dispatch cut-off. Orders placed after 3pm are treated as next working day dispatch. Orders placed at weekends move to the next working day for dispatch.
Free tracked delivery is available on replacement product orders. A faster 1–2 working day delivery option is also available when selected at checkout. The delivery options and estimated dates available for your order are shown before you complete checkout.
Free delivery is normally estimated at around 2–3 working days after dispatch. The estimated delivery dates shown on the product page are calculated automatically from the order date and the 3pm dispatch cut-off.
Faster delivery is normally estimated at 1–2 working days after dispatch and is available when selected at checkout. The exact option available for your order will be shown during checkout.
Delivery dates are estimates rather than guarantees. Once an order has been handed to the delivery carrier, delays caused by the carrier, severe weather, seasonal demand or other events outside our reasonable control may affect the delivery date.
Tracking information will be sent to the email address used at checkout when it is available. Please check your order and dispatch emails first. If you still cannot find the tracking information, contact support with your order number.
Tracking can sometimes take time to update after a parcel is dispatched or scanned by the delivery carrier. If the tracking has not updated for an unusually long time, contact support with your order number and tracking number so we can check the shipment.
Delivery address and parcel problems
Please make sure your delivery address is complete and correct before placing your order. We may not be able to change it once the order has been prepared or dispatched.
Contact us as soon as possible with your order number and the correct delivery address. We will check whether the order can still be updated, but we may not be able to change the address after the order has been prepared or dispatched.
Contact support as soon as you notice the mistake. If the parcel has already been dispatched, we may not be able to redirect it. Any next steps will depend on the parcel status and the delivery carrier.
First check the latest tracking information. Delivery estimates can be affected by carrier delays and other circumstances outside our control. If the parcel has not moved for an unusually long time or has passed the expected delivery window, contact support with your order number and tracking number.
Check the delivery location, any safe place, reception or mail area, and ask other members of your household or nearby neighbours. Please also check the tracking information for any delivery notes. If you still cannot locate the parcel, contact support with your order number and tracking number.
If tracking has stopped updating for an extended period or the delivery carrier reports a problem, contact support with your order number and tracking number. We will review the shipment information and confirm the appropriate next step.
Contact support as soon as possible with your order number and clear photos of the parcel, outer packaging and the item received. Keep the packaging while the issue is being reviewed so we can confirm the correct next step.
No. This section covers replacement product orders. Trade in shipping is handled separately through the trade in process, including the instructions sent by email and the updates shown on the trade in status page.
Common questions.
We only sell genuine replacement items. A genuine compatible replacement can sync with a genuine matching case and earbud. Fake or incompatible parts normally cannot pair properly with a genuine set as one matched AirPods device.
After pairing, open Bluetooth settings, tap the information icon next to your AirPods, then check the model information. On supported iPhone versions, you can also open Settings and tap your AirPods name to view model, serial and firmware details.
No. The left AirPod, right AirPod and charging case must be compatible with the same generation and model family. Always check the model number before ordering a replacement.
Still need help?
Contact us with your order number or trade in confirmation number. For setup issues, include your AirPods model number and which replacement part you received.
