How to apply：Repair and Delivery Support

Apply online or by phone.

We will deliver a replacement mobile phone to your specified address.
If you apply by 12 noon in the Kanto/Kansai area, we will deliver the replacement handset on the day of the application. In other areas/time slots, we will deliver the next day in principle.
When applying on the web, you can choose delivery to a convenience store or delivery pickup locker.

Please transfer data, such as your address book, photos, LINE, as well as Osaifu-Keitai balance, from the old handset to the replacement handset.

Please insert the au IC card before switching on the power of the replacement handset.
For customers who do not have an au IC card in their package, please remove the au IC card from the old handset and insert it in the replacement handset.
For customers who have an au IC card in their package, it is necessary to activate the service within 14 days from the arrival of the package. Please contact the loss and malfunction support center.

Please restore the data stored in the cloud service after making the initial settings.

To protect your privacy, please initialize (reset all) data in the old handset.

Please return the old handset to us within 14 days of receiving the replacement handset.
In the event that you cannot return the old handset, you will be charged a penalty of ¥40,000.
If your old handset was lost or stolen but is later recovered, please send it back to the address specified by KDDI.