Plan Your Visit

Frequently Asked Questions

Safety Measures for open Apple Stores

Q: Will I have to queue?

A: You may experience short waiting times before being allowed to enter the store. To maintain physical distancing, we are limiting store occupancy and giving everyone lots of room. Please check the status of your nearest Apple Store at apple.com/au/retail.

Q: How is physical distancing practised at Apple Store locations?

A: In stores that have resumed full operations, we’re limiting occupancy and giving everyone lots of room, while renewing our focus on Genius Support and one‑to‑one, personalised service throughout the store.

We have reduced the number of products on display in our stores so customers can shop and browse while maintaining a safe distance between themselves and others.

Please check the status of your nearest Apple Store at apple.com/au/retail.

You can get all of the same great products and services from our online store with free, no‑contact delivery and one-to-one shopping help from a Specialist via Chat, or by calling 133‑622. Shop Apple Store online.

Q: Will I have to wear a mask when I visit an Apple Store?

A: Face masks may be required by health authorities while visiting an Apple Store and we will provide them to customers who don’t bring their own. N95 masks with valves and masks that do not cover your nose and extend below your chin — such as bandanas — are not permitted at Apple Stores. Replacement masks will be provided as needed.

Q: What protocols are you following to keep Apple Store locations clean?

A: Throughout the day, we’re conducting thorough cleaning of surfaces in highly trafficked areas. Devices and display products are wiped down periodically. We also conduct enhanced deep cleaning of our stores at night.

Shopping and Pickup

Q: Will I be able to browse? Try the products? Go into the store?

A: Not all of our stores are currently open for shopping. Please check the status of your nearest Apple Store at apple.com/au/retail.

For Apple Store locations that have fully reopened, we welcome you to shop, browse, and try out products. We’re focused on limiting occupancy in store, so you may experience short wait times before being allowed to enter.

You can get all of the same great products and services from our online store with free, contactless delivery and one-to-one shopping help from a Specialist via Chat, or by calling 133‑622. Shop Apple Store online.

Q: I’ve placed an order to pick up in-store. What safety measures can I expect when I arrive?

A: To ensure a healthy environment, physical distancing measures may result in delayed store entry. Temperature checks and masks may be required to enter the store. Please check apple.com/au/retail for your local store opening hours, or call us on 133‑622.

Q: Can I come and pick up a product without going into an Apple Store?

A: When you place your order online, you will see pickup options for stores near you. You may be required to choose a time window for picking up your order. We’ll email you detailed pickup instructions and send you a text and email when your order is ready. You can also check the status of your order on the Apple Store App or at apple.com/au/shop/orderstatus.

You can find the opening hours and status of your nearest Apple Store at apple.com/au/retail.

Deliveries

Q: Can I place a new order with Apple?

A: Yes. For purchases with free, no-contact delivery, shop online at apple.com/au/shop or with the Apple Store app.

Returns

Q: Can I return or exchange my product at my local Apple Store?

A: For products purchased online, you can start a no-contact return at apple.com/au/shop/orderstatus. For purchases made at an Apple Store, you can return or exchange your product within 14 days after the store reopens. In VIC and ACT, some stores may be open for Click & Collect with limited support and are unable to complete returns or exchanges at this time. If your local store has only Click & Collect available, you can return your product once the store has fully reopened. In NSW stores operating Click & Collect, returns and exchanges are required to be pre-arranged by contacting the store in advance. You can check your local store details and status at apple.com/au/retail.

Learning and Support

Q: Can I get Genius Support at an Apple Store?

A: The best way to get Genius Support is to make an appointment before visiting the store. Go to getsupport.apple.com to schedule an appointment.

To change your Genius Support appointment, you can also go to mysupport.apple.com or use the link provided in your confirmation email. Some stores may be open for Click & Collect with limited support and are unable to provide Genius Bar support.

If you need Genius Support sooner, you can get help from our experts via phone, chat or email at getsupport.apple.com.

Q: What’s the status of my repair?

A: You can check the status of a repair online at support.apple.com/en-au/repair.