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What can I do if my IKEA product is damaged while transporting or assembling it?

If your product is damaged while being transported home or during assembly, you may be able to use the transport and assembly insurance to have the product replaced free of charge – provided that you used your IKEA Family card when making the purchase.

If your IKEA product was accidentally damaged while being transported home or during assembly, the next steps depend on whether you used your IKEA Family card when making the purchase.

1. Check whether you used your IKEA Family card when making the purchase

You can log in to your IKEA Family account and check under “Purchases/Orders” whether your IKEA Family card was used when making the purchase.
You can also find your receipt there.

2. Did you use your IKEA Family card when making the purchase?

If you used your IKEA Family card when making the purchase, you can use the transport and assembly insurance within 14 days and receive a free replacement product or a refund.
You have the following options:

Visit an IKEA store

Visit your nearest IKEA store and go to one of the Customer Service desks. These are usually located near the entrance and exit.

Please bring the following

  • the damaged product
  • your IKEA Family card
  • your receipt
A co-worker can then:
  • exchange the item directly
  • or arrange a refund to the payment method used or to an IKEA refund card
Please note: If you paid in cash at the IKEA store, the refund will be issued as an IKEA gift card, by bank transfer or directly at the IKEA store to the original payment method used.

Contact IKEA Customer Service online

Enter “I would like to speak to a person” in the chat or call 0800 081 100.

Please have the following ready

  • your order number
  • your order confirmation
  • or your receipt
A co-worker can then:
  • arrange a replacement by delivery
  • or arrange a refund to the payment method used or to an IKEA refund card
Please note: If you paid in cash at the IKEA store, the refund will be issued as an IKEA gift card, by bank transfer or directly at the IKEA store to the original payment method used.

3. Did you not use your IKEA Family card when making the purchase?

The transport and assembly insurance is an exclusive benefit for IKEA Family members who used their card when making the purchase.
If you are not yet a member or did not use your card when making the purchase, you unfortunately cannot make use of this benefit.
However, you can still contact IKEA Customer Service – online or at an IKEA store – to find out:
  • whether a spare part is available
  • or whether the product can be replaced for a fee
Remember: Joining IKEA Family is free and gives you access to this and many other benefits for future purchases.
 
 

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