We’ll collect your damaged device and deliver your replacement at the same time. If your device has been lost or stolen and your claim has been accepted, we’ll arrange for a courier to deliver your replacement.
We’ll send your replacement direct to your account address. You can request delivery to another address (your home address, for example). However, some high-value devices can only be sent to your account address.
Next-day delivery is subject to geographical restrictions, Bank Holidays and exceptional circumstances. If you’re abroad when the loss or theft happens, we’ll deliver your replacement when you return to the UK.
Our normal delivery service is DPD, details are below. We may use different delivery methods in exceptional circumstances, and we’ll inform you of this during your claim call if this is the case.
Once we’ve accepted your claim and ordered your replacement, you’ll receive a text message to confirm the date you’ll receive the replacement. We’ll request an alternative mobile number to contact you on.
The link will also give you the option to:
Choose a one-hour delivery slot.
Change the delivery date.
Change the delivery to a DPD Pickup Shop.
On the morning of delivery, DPD will send another text to confirm:
Your one-hour scheduled delivery time (like, between 12.24 and 13.24).
The name of the DPD driver.
A link to the DPD website to track your parcel’s progress.
An option to rearrange your delivery, if required.
Full Cover and Damage Cover with AppleCare Services
If you have Full Cover or Damage Cover with AppleCare Services and your replacement has been arranged by Apple Support, they will have provided you with the delivery details for the replacement faulty device. You could have your device replaced the next day via the Apple Express Replacement Service.
If your claim is successful, you’ll be charged an excess as a contribution towards the cost of the replacement device. The amount depends on which band your device falls into on the date you purchased insurance.