What can I do if my IKEA item was damaged during or after delivery?
If a product was delivered to you in a damaged condition, please report the damage as soon as possible online under “Purchases/Orders” or contact IKEA Customer Service at an IKEA store.
We apologise for the inconvenience and will do our best to help you. There are several ways to have a damaged item replaced or refunded.
1. Report the damage as soon as possible
If you notice the damage during or after delivery, you have several options for how to proceed.
You can:
- submit a damage claim online
- or visit an IKEA store
2. Submit a damage claim online
You can easily report the damage under “Purchases/Orders” in your IKEA account.
Depending on your case, you will receive either a refund or a replacement delivery.
How to submit your damage claim
Make sure you are logged in and follow these steps:
- Go to “Purchases/Orders” in your IKEA account.
- Select the relevant order and click “Claim for products delivered damaged”.
- Select the damaged item or items from your order.
- Provide information about the condition of the package.
- Choose whether you would like a replacement delivered or would prefer a refund.
- Check your details and submit the claim.
You will then receive a confirmation or further information by email. A co-worker will contact you regarding the next steps.
Important: Report any damage as soon as possible after delivery so that we can help you more quickly.
You can also report the damage through IKEA Customer Service:
- 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
- or your order confirmation
Once you are connected to a co-worker, you can choose from the following solutions:
Your options through Customer Service
1. Replacement at an IKEA store
You may be advised to bring the damaged item to an IKEA store if you need a replacement quickly and the item is in stock there.
2. Replacement delivery to your home
A co-worker can arrange a replacement delivery as soon as the item is available for delivery.
3. Refund
A refund can also be arranged if you prefer.
→ The refund will be issued to the original payment method used.
Please note: If you paid in cash at an 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. Visit an IKEA store
You can bring the damaged item to your nearest IKEA store together with your order number, order confirmation or delivery note.
Plan & Order Points are excluded.
Go directly to the Customer Service desk, which is usually located near the entrance and exit.
If the conditions are met, you have the following options:
Your options at the IKEA store
1. Exchange directly at the IKEA store
A co-worker can replace the damaged item and give you the replacement immediately, provided that it is in stock.
You can check stock availability in advance:
- on the product page on IKEA.com
- or through the chatbot
2. Replacement delivery to your home
If the item is not in stock or you cannot transport it yourself, a replacement delivery can be arranged as soon as the item becomes available.
3. Refund
A refund can also be processed directly at the IKEA store if you prefer.
→ The refund will be issued to the original payment method used.
Please note: If you paid in cash at an 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.
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