What can I do if something is missing from my delivery?
If something is missing after your delivery, please first check whether your order was split into multiple shipments: the missing products may still be on their way. If that is not the case, please report it as soon as possible via “Track and manage your order” or contact IKEA Customer Service – either online or at an IKEA store.
We apologize for the inconvenience and will do our best to help you. If items or packages are missing after a delivery, please check your order confirmation or receipt to see whether the missing item was included in your order.
Then check whether your order was split into multiple orders. You can find this out by checking Track and manage my order using the order number, or by logging into your IKEA account. If your order was split into multiple deliveries, you will also find the planned delivery date of the remaining shipment there.
If you have checked everything and still need assistance, please report the missing items as soon as possible. You have several options to choose from, depending on what is most convenient for you.
Report your claim online
If items were missing from a parcel or truck delivery, you can request a replacement online. Simply go to IKEA.de under Track and manage my order. To report a claim online, make sure you are logged in:
- Go to Track and manage my order on IKEA.de.
- Open “Purchases” and select the affected order.
- Select the action “Report a missing item”.
- Choose the missing product or products from your order.
- Fill in the additional information so we can arrange a smooth replacement delivery.
- Review your details and submit the claim.
- Within 15 minutes, you will receive a confirmation email including the delivery date. If you do not see a message in your inbox, please check your spam folder.
The delivery was a while ago or you cannot find the correct order in your purchase history? Then please contact IKEA Customer Service by typing “make a claim” in the chat.
Contact IKEA customer service online
Contact IKEA customer service by typing "make a claim" in the chat. Please make sure you have the order number or order confirmation at hand when reaching out to customer service. The co-worker will agree with you on one of the following solutions:
- Arrange to pick up a your item from a store. Your missing item will be available to pick up at a store of your choice, as long as it’s in stock.
- Arrange home delivery. A co-worker will be able to arrange a home delivery of the missing item when the product is available for delivery.
- Get a refund. Alternatively, if you decide to receive a refund for the missing item, a co-worker can process this for you, too. You will receive the refund to the original payment method used to purchase the product.
Visit an IKEA store
If you live nearby or need the product very urgently, you can contact customer service at your nearest IKEA store. On our website you will find all the Locations and their opening hours. Please note that Planning Studios and Pick up Points are no full IKEA stores and therefore cannot replace missing items.
Before visiting the store, you can check product availability - either on the respective product page or with the help of the chatbot.
In the store, take your purchase documents directly to the customer service desk, which is usually located near the exit. The colleagues on site will agree with you on one of the following solutions:
- Replace at the store. A co-worker will be able to replace the missing item and give it to you to take home, provided there is available stock.
- Arrange home delivery. If the item is not in stock, or you cannot take it home yourself, a co-worker can arrange a home delivery of the missing item when the product is available for delivery.
- Get a refund. Alternatively, if you decide to receive a refund for the missing item, a co-worker can process this for you, too. You will receive the refund to the original payment method used to purchase the product.
Missing items in a Click & Collect order
Please check your order confirmation or receipt to see whether the missing item was included in your order. If it was, please contact IKEA Customer Service by typing “Make a claim” in the chat. The staff will then arrange a solution with you:
- Arrange to pick up a your item from a store. Your missing item will be available to pick up at a store of your choice, as long as it’s in stock.
- Arrange home delivery. A co-worker will be able to arrange a home delivery of the missing item when the product is available for delivery.
- Get a refund. Alternatively, if you decide to receive a refund for the missing item, a co-worker can process this for you, too. You will receive the refund to the original payment method used to purchase the product.
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