What can I do if my product has been delivered in damaged condition?
If your IKEA product was delivered in damaged condition, please report it as soon as possible via Track and manage your order or contact IKEA Customer Service either online or in an IKEA store.
We apologize for the inconvenience and will do our best to help you. There are several options available to you to get your damaged products replaced or refunded.
Damage was discovered during delivery
If the damage is noticed during the delivery of your order, the shipping company can report it immediately to IKEA customer service. The customer service team will then prepare a damage report and arrange a replacement for you.
Damage discovered after delivery
If the damage is discovered after delivery, you have several options for proceeding.
Report your claim online
If you want to report a claim for a damaged product online, you can easily do so on IKEA.de at Track and manage your order. There you can choose a refund or replacement of a new product. To report a claim online, make sure you're logged in:
- Go to Track and manage your order on IKEA.de.
- Open "Purchase" and select the order in question.
- Select Complaint (Damaged on delivery).
- Select the damaged product(s) from your order.
- At the end, select Exchange or Refund.
- Check your details and report the complaint.
- You will receive a confirmation or further details about the process by email. IKEA Customer Service will contact you with information on the next steps.
It's been a long time since the order was delivered or you can't find the right order in your shopping history? Then please contact IKEA customer service by writing "Report a complaint" in the chat.
Contact IKEA customer service
Please make sure you have your order number or order confirmation handy when you contact us. Once you've reached IKEA customer service, you can choose between the following solutions:
- Swap in the store. If the product is in stock and you need a replacement quickly, you can replace it at your nearest IKEA store.
- Replacement delivery. A colleague can arrange home delivery with a replacement product as soon as the item is available for delivery.
- Refund. Alternatively, you can also opt for a refund of the purchase price. You will receive the refund to the original payment method.
VISIT AN IKEA STORE
If you live nearby and need a replacement quickly, you can contact customer service at your nearest IKEA store with the damaged product and your purchase documents. On our website you will find all Locations and their opening hours. Please note that Planning Studios and Pick up Points are not full-fledged furniture stores and therefore cannot replace missing or damaged items.
Before visiting the store, you can check the availability of goods - either on the respective product page or with the help of the chatbot.
In the store, go directly to the customer service desk, which is usually located near the exit. The local staff will agree with you on one of the following solutions:
- Swap in the store. If the product is in stock, we can exchange it directly.
- Replacement delivery. If the product is out of stock or you can't transport it yourself, we can arrange delivery to your home - as soon as the goods are available for delivery.
- Refund. Alternatively, you can also opt for a refund of the purchase price. You will receive the refund to the original payment method.
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