Before you get in touch
The answer to your question may already be out there. In the help centre, type a few words into the search bar: it searches the documentation, the repair guides and the forum.
- Where’s my order? The order status and tracking link are in your account, under Orders. See Tracking my order.
- Which part do I need for my Mac? Start by identifying your Mac: the shop will then show you the compatible parts.
- How do I fit the part? Follow the repair guide for your model.
How to contact us
All requests go through the contact form at the bottom of the help centre. It lets us find your order and your Mac, and pass your request on to the right person.
- Enter your e-mail address, then click “Continue”. If an account already exists with this address, log in: your orders will be attached to your request.
- Choose the topic that matches your problem (see below).
- Enter your Mac’s model (EMC number). It is engraved on the underside of the Mac: see Finding your MacBook’s model.
- Describe your problem in the message.
- Add a photo or video if the problem is visible: a defect, a damaged parcel, an error message.
- Click “Send”.
Which topic should I choose?
The topic sends your request straight to the person who deals with it. Choose the right topic to get a faster reply.
- Product question: a question before buying, whether a part is compatible with your Mac, a part that is out of stock, repair advice. Remember to include your Mac’s EMC number.
- Delivery: only questions about your parcel in transit. For example, a parcel that is at least 7 days late, a parcel marked as delivered but not received, or a parcel that arrived damaged. See Late or undelivered parcel.
- Returns & Warranty: all other requests relating to an order. For example, returning an item, a part that doesn’t work, a part that is missing or isn’t the right one, or a refund. See Returning an item and The 2-year warranty.
- Website issues: a problem placing an order or paying, logging in to your account, receiving our e-mails, or a page that won’t load.
- Other: a request that doesn’t fit any of the topics above. For example, an invoice, a business order or a partnership.
If you’d like to sell us your Mac, there’s no need to write to us: get an online valuation. See Trading in your Mac.
What to include in your message
Our support is provided by technicians. If your problem relates to a repair, please tell us:
- the original problem, before the repair;
- the repair carried out and any tests already done;
- the problem you’re experiencing after the repair.
If your question is about an order and you don’t have an account, please include your order number. You’ll find it in the confirmation e-mail.
Our reply
We’ll reply by e-mail. If you have an account, you can also find your requests and our replies in your account, under My requests. To add information or a photo, reply within the same request rather than creating a new one.