We are sorry for this mishap but.... Don't worry! There are several solutions depending on your delivery
If damage is found during truck delivery : The carrier will report the damaged item immediately to IKEA Customer Service. We also invite you to report it yourself via our Online order tracking. The file will then be handled by an IKEA co-worker and depending on your situation and the damage, we will offer you a replacement or a refund. You will then receive a new order number.
What can I do if my item is damaged on delivery?
Report the problem as soon as possible via our online order tracking tool. Depending on your situation, we will offer you a replacement or refund.
If the damage is detected after delivery by truck or via Bpost parcel: Introduce a Online Claim. You can submit a complaint online up to 14 days after delivery. After this time, it is recommended that you contact IKEA customer service directly, for example by calling +32 2 719 19 19. To report the damage online, log in to your IKEA Family account and go to our Online order tracking. Then, follow these steps:
1. Go to "My purchases" on your IKEA account.
2. Select the relevant order and click on "Manage My Purchase".
3. Choose "Report Damaged Products on Arrival".
4. Select the damaged product(s) from your order.
5. Choose the solution that suits you best:
- Replace it at the store: You can go to the nearest IKEA store with the damaged item, in case you want the damaged item is replaced promptly and would be in stock.
- Arrange home delivery with a replacement item. A colleague can arrange home delivery with a replacement product when the item is available for delivery.
- Get a refund. You will receive a refund of the original payment method used to purchase the product. Keep in mind that if you bought the items by paying in cash in-store, you will receive a refund on an IKEA voucher.
6. You will receive a confirmation or information about the next steps by email. An IKEA co-worker will contact you with information about the next steps and will also offer you several solutions:
1. Go to "My purchases" on your IKEA account.
2. Select the relevant order and click on "Manage My Purchase".
3. Choose "Report Damaged Products on Arrival".
4. Select the damaged product(s) from your order.
5. Choose the solution that suits you best:
- Replace it at the store: You can go to the nearest IKEA store with the damaged item, in case you want the damaged item is replaced promptly and would be in stock.
- Arrange home delivery with a replacement item. A colleague can arrange home delivery with a replacement product when the item is available for delivery.
- Get a refund. You will receive a refund of the original payment method used to purchase the product. Keep in mind that if you bought the items by paying in cash in-store, you will receive a refund on an IKEA voucher.
6. You will receive a confirmation or information about the next steps by email. An IKEA co-worker will contact you with information about the next steps and will also offer you several solutions:
Did you find this useful?
Thank you for your feedback!
What particular parts of our articles do you find unsatisfactory or unhelpful?
The text is confusing to understand
The text is not relevant to my question
The text is relevant but not helpful
The text is too long or too short
The text is confusing to understand
The text is not relevant to my question
The text is relevant but not helpful
The text is too long or too short
Thank you for your feedback!
Was the article not helpful? Try one of the related articles below.
We have carefully prepared and delivered your order for you. However, it can sometimes happen that something is damaged, we are sorry! Of course we will solve this for you so that you can quickly enjoy your IKEA purchase.
Read moreFor some items that are not too heavy. You order online, choose "Delivery by parcel", and receive your order within 3 working days with a tracking link. Packages are delivered to your address or to a safe place, even when you're away. If you have a missing or damaged item, please contact IKEA Customer Service.
Read moreDelivery "in front of your home" allows you to receive your items directly in front of your house or in the entrance hall. Fees are automatically calculated based on weight, value and address. You choose the delivery date and receive a confirmation email and SMS. On the day of delivery, make sure that an adult is present and that access is clear. In case of damage or missing items, report it to the driver immediately and contact IKEA customer service.
Read moreIf your product breaks when you get home, use your "OOPS" insurance! as long as you used your IKEA Family card at the time of purchase. You will then get a free refund or a refund. If the card has not been used, unfortunately the protection does not apply, but you can always consider paid options for repair or replacement.
Read moreIf an item is missing during home delivery or in your "Click & Collect", first check if your order has been split into multiple deliveries, as the missing item may still be on its way. If you notice that items are still missing, please contact IKEA customer service online or in-store.
Read moreIf you are waiting for your order, start by checking your e-mail for your order confirmation and your track and trace e-mail. Find your tracking ID and visit the track and trace page. If you are missing your order or an item in your order, or received a damaged or incorrect item from ASCI, and need to make a claim or return:
Read more