Frequently Asked Questions

If you need help with your order, product identification, or any other issue, you can easily reach our support team by email. We aim to respond to all messages as quickly as possible, usually within one working day.

For all customer enquiries, please email help@macreplacementkeys.com

You can contact us for:

• Order or shipping updates
• Help identifying your MacBook model or key type
• Reporting a missing, damaged, or incorrect key
• Replacement or refund requests
• Any other product-related questions

When contacting us, please include as much information as possible -such as your order number, MacBook model number (found on the underside of your laptop), and any relevant photos if your query involves a specific key or part. This helps us resolve your issue faster.

If you’ve entered the wrong shipping address, please contact us as soon as possible so we can try to correct it before your order is dispatched. All orders are usually shipped the following morning after purchase, so timing is important.

If Your Order Hasn’t Been Dispatched Yet

If you contact us before your order is shipped, we can update your delivery address and make sure it goes to the correct location. We’ll confirm the change by email once it’s been updated.

If Your Order Has Already Been Dispatched

Unfortunately, once an order has been dispatched, we’re unable to change the delivery address. In most cases, one of the following will happen:

• The parcel may still be delivered to the original address, if possible.
• If delivery fails, the parcel will be returned to sender (us). When it arrives back, we’ll contact you to confirm the correct address and arrange for it to be resent or refunded.

If your order is returned to us, we can either:

• Reship it to the correct address (a small postage fee may apply), or
• Process a refund, which will appear in your account within 3-5 working days.

For UK Customers

Most UK orders arrive within the following timeframes:

• Royal Mail 1st Class: 1–2 working days after dispatch
• Royal Mail 2nd Class: 2–3 working days after dispatch
• Royal Mail Special Delivery (1pm): Next working day by 1pm
• Evri Next Day: Next working day after dispatch

If your order hasn’t arrived after 5 working days, please:

1. Double-check your shipping address in your order confirmation email.
2. Look out for a “Something for you” card from Royal Mail in case delivery was attempted while you were out.
3. Contact us at help@macreplacementkeys.com with your order number and delivery address so we can investigate.

If your address is correct and the parcel still hasn’t arrived, we’ll arrange a replacement shipment immediately at no extra cost.

For International Customers

International deliveries typically take 7-10 working days to arrive. However, delays can occasionally occur due to customs checks or local postal backlogs, especially during busy periods.

If your order hasn’t arrived after 15 working days, please:

1. Check the tracking link in your dispatch email (if you selected a tracked service).
2. Contact your local postal service or customs office — they’ll have the most up-to-date information once your parcel reaches your country.
3. If you’re still unable to locate your parcel, email us at help@macreplacementkeys.com with your order number and full shipping address.

Once we confirm the address is correct, we’ll send a replacement key straight away to ensure you receive your order as soon as possible.

If you’ve received the wrong key, we’ll make sure you get the correct one as quickly as possible.

Please email help@macreplacementkeys.com with the following information so we can identify exactly what went wrong and confirm the correct replacement:

1. A clear photo of your keyboard, showing the full layout.
2. A close-up photo of the key you received.
3. A close-up photo of the key you actually need, if possible.

Once we receive your photos, we’ll review them to determine what happened.

If the error was our mistake, we’ll ship the correct key immediately, free of charge – there’s no need to return the incorrect one.

If the wrong key was ordered by mistake, don’t worry – we’ll help identify the correct version for your MacBook and arrange a replacement so you receive the right part without delay.

All replacements are dispatched the following morning after confirmation and sent using the same shipping method as your original order.

No – Mac Replacement Keys is not VAT registered, which means we do not charge VAT on any of our products or shipping costs. The price you see on our website is the final amount you’ll pay at checkout, with no VAT added.

What This Means

Because we’re not VAT registered:

• There is no VAT component included in our prices.
• We cannot issue VAT invoices, as we are not registered to collect or reclaim VAT.

International Orders

If you’re ordering from outside the United Kingdom, your local customs authority may still apply import duties, handling fees, or taxes once your parcel arrives in your country.

These charges are not added by us or included in your checkout total – they’re determined by your local postal service or customs office and must be paid directly to them if applicable.

You can find more details about potential customs fees and international delivery partners on the Royal Mail website, or by contacting your country’s postal service.

A MacBook Pro keyboard conversion kit is a set of replacement keycaps designed to change your MacBook’s keyboard layout from one language or regional format to another — for example, converting a German QWERTZ layout to a UK QWERTY layout, or changing from French (AZERTY) to US English.

Rather than replacing the entire keyboard assembly (which is expensive and time-consuming), a conversion kit allows you to simply swap the keycaps themselves. This is a much quicker, more affordable, and fully reversible solution. Once installed, your keyboard will visually match your preferred layout, and by updating your macOS input source settings, your keys will also type the correct characters.

What a Conversion Kit Cannot Do

• Change the physical keyboard type (for example, between ISO, ANSI, or JIS layouts). The MacBook’s top case determines the physical size and shape of keys, such as the Enter and Left Shift keys.

No – you do not need to replace your entire keyboard if just one keycap is damaged. In almost all cases, a single keycap (and its underlying hinge or rubber cup, if necessary) can be replaced individually, saving you the cost and inconvenience of a full keyboard replacement.

When You Can Replace Just the Keycap

If the damage is limited to:

• The keycap itself (cracked, worn, or missing),
• The hinge or clip (the small plastic mechanism under the key)

then you can simply replace that one key assembly. Each replacement key we provide comes with all the necessary parts so your key feels and functions exactly like the original.

When a Full Keyboard Replacement Might Be Needed

You’ll only need to replace the entire keyboard if:

• The metal hooks or mounting points on the keyboard base are damaged or missing.
• The laptop has liquid damage or a non-functional keyboard circuit.

These situations are quite rare – for most users, replacing just the keycap assembly fixes the issue completely.

You can find your MacBook or Magic Keyboard model number printed on the underside of your device, near the small text at the bottom. It usually begins with the letter “A” followed by four numbers (for example, A2338, A1707, or A1466).

This model number is essential for identifying the correct replacement keycap for your keyboard, as different MacBook versions use slightly different clip mechanisms.

How to Find It

1. Turn your device over so the bottom case is facing up.
2. Look closely at the small text printed along the lower edge near the hinge.
3. You’ll see something that looks like: “Designed by Apple in California. Assembled in China. Model A2338.”
4. The number starting with “A” (e.g., A2338) is your model number.

Still can’t find it?

If you’re unsure which key you need, please email us at help@macreplacementkeys.com and include:

• Your MacBook model number if available or a screenshot of the About This Mac screen
• A photo of your keyboard
• A close-up photo of the key and/or clip that needs replacing

We’ll confirm exactly which replacement keycap you need and ensure the correct one is sent.

In many cases, yes – if none of the parts are damaged, you can usually reattach your keycap using the same hinge and clip. However, if any small plastic pieces are cracked, bent, or missing, you may need to replace part of the mechanism for the key to stay in place securely.

If the hinge mechanism or clips appear bent, broken, or detached, the key will not stay on properly. In that case, it’s best to replace the key rather than force it back on — doing so could cause further damage to your keyboard.

We can provide individual replacement keycaps that include all the necessary parts to restore full function.

Simply email help@macreplacementkeys.com with your MacBook model number (found on the underside of your laptop) and, if possible, a photo of the missing key area. We’ll confirm exactly which part you need and arrange a replacement.

Yes – all replacement keys purchased from Mac Replacement Keys are covered by a 90-day warranty and our 100% satisfaction guarantee. We want every customer to be completely happy with their order, and we’ll make sure any issue is resolved quickly and fairly.

90-Day Warranty

Every key we sell is guaranteed for 90 days from the date of delivery. This covers:

• Manufacturing defects or incorrect fitment
• Damage during shipping
• Keys that fail or become loose under normal use

If you experience any of these problems, simply email help@macreplacementkeys.com with your order number and a photo of the affected key. We’ll send a replacement free of charge right away.

100% Satisfaction Guarantee

We stand by the quality of our products and service. If for any reason you’re not completely satisfied with your replacement key – whether it’s the fit, function, or overall experience – we’ll do everything we can to put it right.

Depending on the situation, we can offer a free replacement or a full refund. Our goal is to make sure you’re 100% happy with your purchase.

If you’ve requested a refund or your order has been returned to us, we’ll make sure your refund is processed as quickly as possible. The exact time it takes for the funds to appear in your account depends on your payment method and your bank or payment provider’s processing times.

Card Payments (Credit or Debit Card)

If you paid by card, refunds typically take 3–5 working days to appear in your account once the refund has been issued. The transaction will usually show up as a credit from “Mac Replacement Keys” or your card processor.

Your bank’s internal processing time may vary slightly – some may complete it sooner, while others can take the full five days.

PayPal

If you paid using PayPal, your refund will normally appear instantly once it’s been issued. You’ll receive an email notification from both Mac Replacement Keys and PayPal confirming the refund.

All orders are dispatched the following morning after purchase (excluding weekends and bank holidays). You’ll receive a confirmation email once your order has been processed and handed over to the courier.

UK Shipping

We offer several delivery options for UK customers:

• Royal Mail 1st Class: Usually arrives within 1–2 working days after dispatch.
• Royal Mail 2nd Class: Usually arrives within 2–3 working days after dispatch.
• Royal Mail Special Delivery (1pm): Guaranteed next working day delivery by 1pm.
• Evri Next Day: Typically delivered the next working day after dispatch.

International Shipping

For customers outside the UK, we ship via Royal Mail International:

• Tracked Service: Usually arrives within 7–10 working days and includes a tracking number for updates along the way.
• Untracked Service: Also typically takes 7–10 working days, but does not include tracking updates.

Delivery times can vary depending on your country’s local postal service and customs procedures.

If you’re ordering from outside the UK, your parcel may be subject to customs checks or import fees upon arrival in your country.

These fees are not included in our prices and are the responsibility of the recipient. Details about this are clearly stated at checkout.

All orders are shipped from the United Kingdom, and we partner with trusted couriers to ensure your order arrives quickly and safely. The courier used depends on whether your delivery is within the UK or international.

For UK Orders

We use Royal Mail and Evri for all domestic deliveries:

• Royal Mail 1st Class – Standard, untracked service (1–2 working days).
• Royal Mail 2nd Class – Budget-friendly, untracked service (2–3 working days).
• Royal Mail Special Delivery (1pm) – Premium tracked service, guaranteed next working day delivery by 1pm.
• Evri Next Day – Tracked service, delivered the next working day after dispatch.

For International Orders

All international parcels are shipped via Royal Mail International Services. Depending on your selection at checkout, your order will be sent either tracked or untracked:

• Royal Mail International Tracked – Fully tracked, with updates from dispatch to delivery.
• Royal Mail International Untracked – Cost-effective service without tracking updates.

Once your parcel reaches your destination country, it will be handed over to a trusted local delivery partner (for example, USPS in the USA, Canada Post in Canada, or Deutsche Post in Germany).

You can view the full list of Royal Mail’s international delivery partners.

 If you’ve selected a tracked delivery service, you’ll receive a tracking number in your dispatch email, which is sent when your order has been shipped.

Please note: tracking updates can take up to 24 hours after dispatch to begin showing movement while the courier processes your parcel.

For UK Orders

• Royal Mail 1st Class and 2nd Class: These services do not include tracking. You’ll receive confirmation once your order is dispatched, but you won’t be able to follow its progress in real time.
• Royal Mail Special Delivery (1pm): Fully tracked from dispatch to delivery, with updates available via the Royal Mail tracking page.
• Evri Next Day: Also tracked, and you’ll receive tracking updates by email once your parcel is on its way.

Your tracking number will appear in your dispatch email and begin updating within 24 hours of shipment.

If you selected an untracked option, you won’t receive tracking updates, but your parcel will arrive within the estimated timeframe given at checkout.

For International Orders

• Royal Mail International Tracked: Fully tracked with updates available online until your parcel reaches your country. Once it’s passed to your local postal service, tracking will continue on their system.
• Royal Mail International Untracked: This is a non-tracked service, meaning you won’t receive live updates once your order has been dispatched. Delivery typically takes 7-10 working days.

Your tracking number will be included in your dispatch email, which is sent when your order has been shipped. Tracking usually begins showing updates within 24 hours of dispatch once the parcel has entered the postal network.

Please note that customs processing can occasionally cause delays once your parcel arrives in your country. This is completely normal and unfortunately outside our control. During this time, tracking may temporarily pause until your package has cleared customs and is handed over to your local postal service, where updates will then resume.

If you selected an untracked shipping option, you won’t receive live tracking updates. However, your parcel will still arrive within the estimated 7-10 working day timeframe shown at checkout (depending on local postal handling and customs processing times).

If your order seems delayed beyond this window, please contact your local postal service or customs office first, as they’ll have the most accurate information once your parcel has entered your country.

For UK Customers

If your delivery address is within the UK, you won’t need to pay any customs or import fees. Your order is shipped domestically, so there are no additional charges or border checks. You’ll simply pay the product price and standard shipping at checkout – that’s it.

For International Customers

If you’re ordering from outside the UK, your parcel will go through your country’s customs process when it arrives. Depending on local regulations, you may be charged import duties, taxes, or handling fees before your parcel is released for delivery.

These charges are set by your country’s customs authority and are not included in our prices or shipping costs. Unfortunately, we don’t have control over these fees, and you’ll need to pay them directly to your local postal or customs service if required.

Smaller packages like single keycaps usually pass through customs quickly and without charge, but delays can occur during inspection. If your parcel seems to be held up, it’s best to contact your local postal service or customs office for the most accurate update.