What can I do if I have received an item that I did not order?
If you receive a product that you didn't order, first check if it's additional merchandise or if something is missing from your original order.
We apologize for the inconvenience and will do our best to help you. If you have received one or more items that you did not order, please first find out if they are additional goods or incorrect products: Please check your complete shipment to see if any other products you ordered are missing. Please note that some IKEA products consist of several items.
Additional goods received
If you've received additional items, check the invoice to see if the items are listed there: If the additional items have been charged, you can return them and get a refund.
- Contact IKEA customer service online. Contact IKEA customer service by writing "Report a claim" in the chat. We'll discuss your options for returning the additional goods and how we'll refund the purchase price to the payment method you originally used to make the purchase.
- Visit an IKEA store. You can contact customer service at your nearest IKEA store. On our website you can find all the Locations and their opening hours. Please note that planning studios and pick up points are not furniture stores and therefore do not take back goods.
- In the store, go directly to the customer service desk, which is usually located near the exit, with the extra item and your invoice. Colleagues will help you return the excess items and issue a refund to your original payment method.
Wrong products received, ordered products are missing
If the products you ordered are missing and the wrong goods have been delivered, you have the following options:
- Visit an IKEA store. You can contact customer service at your nearest IKEA store. On our website you can find all the Locations and their opening hours. Please note that planning studios and pick up points are not full-fledged IKEA stores and therefore do not take back goods.
- In the store, go directly to the customer service counter, which is usually located near the exit, with the additional item and your invoice. The colleagues will take back the wrong item and replace it with the right one. If the product is not in stock in the store or you can't transport it home yourself, they will organize a delivery for you. If you were unable to transport the incorrectly delivered goods to the store, we will also organize a pick-up for you.
- Contact IKEA customer service by writing "Report a complaint" in the chat. We will organise a subsequent delivery of the missing products for you - and if necessary, also a collection of the incorrectly delivered goods.
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