I had a screen issue with the same model of MacBook and was initially told I had to go to a store, despite me saying that the stores were closed and that we couldn't travel - apparently there was no mail in facility.
Live chat got me a more knowledgable agent who arranged the mail in service which has been specifically put in place for Covid. A box arrived the next day, the courier collected it a day later. A few days later I had a message to say it had arrived at the repair facility in Czechia and a couple of hours later another to say it was repaired and on the way back. The whole thing took less than a week which seemed pretty remarkable - intriguing though, given Apple's supposed green credentials, that it couldn't have been done closer to home.