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What can I do if my IKEA product breaks during take-away or assembly?

If your product is damaged during transport home or during assembly, you may be able to use Transport and Assembly Insurance to have the product replaced free of charge – provided you used your IKEA Family Card when you bought it. Unfortunately, if the card has not been used, the protection does not apply. However, you can still check paid repair or replacement options.

 
If your IKEA product has been accidentally damaged during transport home or during assembly, the next steps will depend on whether you used your IKEA Family card when you bought it.

IKEA Family card was used for purchase

If you used your IKEA Family card when you made your purchase, you can use the transport and assembly insurance as a valued member within 14 days and receive a free replacement product or refund.
To check if you used your card when making a purchase, you can log in to your IKEA Family account and look under 'Purchases/Orders'. There you will also find your invoice.

You can:

In the IKEA store

Visit your nearest IKEA store and go to one of the customer service desks (usually near the entrance and exit).
Bring the damaged product, your IKEA Family card and the invoice with you for inspection.
An employee can then either:
  • replace the item directly or
  • Issue a refund to your payment method or IKEA prepaid card. If you pay cash in the store, you will receive the refund as an IKEA voucher, by bank transfer or directly in the store to the original means of payment.

Contact IKEA customer service online

Type "I want to talk to a human" in the chat or call 0800 081 100.
Please have your order number, order confirmation or invoice ready.
An employee can then:
  • organize an exchange by delivery or
  • Issue a refund to your payment method or IKEA prepaid card. If you pay cash in the store, you will receive the refund as an IKEA voucher, by bank transfer or directly in the store to the original means of payment.

IKEA Family card was not used at the time of purchase

Transport and installation insurance is an exclusive benefit for IKEA Family members who have used their card at the time of purchase.
If you are not yet a member or have not used your card when you purchased it, you will not be able to make this claim.
However, you can still contact IKEA customer service – online or in-store – to find out:
  • whether a spare part is available or
  • whether the product can be replaced for a fee.
Remember: Signing up for IKEA Family is free and gives you this and many other benefits for future purchases.
 

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