What can I do if something is missing from my order?
If any items are missing after delivery or pickup at Click & Collect or a collection point, first check if your order has been split into multiple deliveries, as the missing item may still be on its way. If you find that items are still missing from your order, please contact IKEA Customer Service, either remotely or in-store.
We apologize for the inconvenience and will do our best to help you. If you are missing one or more items or boxes from your order after home delivery, parcel delivery, Click & Collect or the collection point, check if the missing item was included in your order by checking your confirmation email or receipt. Keep in mind that multiple items may have been packed together, so be sure to check all boxes just in case the missing item is there.
On the delivery note that we will give you along with the goods, you must indicate in writing any loss to the items during transport:
- Whether it is a home delivery at your door, Click & Collect (in store or collection point) or delivery within your home for bulky items, it is essential that you verify if the number of packages you have received at the time of delivery corresponds to the number of packages that appears on the delivery note. Write down on the delivery note what is missing and contact us so that we have a record of what happened.
- In the case of parcel orders, you must contact us as soon as possible after the delivery of your order, indicating the reference number of the missing item(s).
You can also check if your order is divided into several deliveries in Track and manage my order using your order number and email/phone number.
If you've checked everything and still need help, contact IKEA Customer Service as soon as possible. You can do this in-store or remotely, whichever is more convenient for you.
Visit an IKEA store
Asking a store for help to find a lost item can be a convenient option if you live nearby and need it urgently. You can check the availability of the product using the item number in IKEA.com/es for any store before you go. If you prefer, our chatbot can also help you check the stock.
In the store, go to one of the Customer Service counters, which are usually located near the entrance/exit of the store. Make sure you have your order number/order confirmation or delivery note handy.
Find your IKEA store and its opening hours opening. Remember that planning spaces and pickup points are not full IKEA stores and therefore cannot handle missing items.
You have several options for getting help with your missing item in the store:
- Replace in store. A coworker will be able to replace the missing item and give it to you to take home, as long as stock is available.
- Arrange for home delivery. If the item isn't in stock or you can't take it home yourself, an IKEA colleague can arrange home delivery of the missing item when the product is available for delivery.
- Get a refund. If you decide to receive a refund for the lost item, our team will inform you about the available refund methods.
Contact IKEA Customer Service remotely
Contact IKEA Customer Service by typing "Talk to a person" in the chat. You can also call 900.400.922. Make sure you have your order number or order confirmation handy when you contact a partner.
You have several options for getting help with your lost item online:
- Arrange for your item to be picked up from a store. Your lost item will be available for pickup at the store of your choice, as long as it's in stock.
- Arrange for home delivery. An IKEA partner will be able to arrange home delivery of the missing item when the product is available for shipment.
- Get a refund. If you decide to receive a refund for the lost item, a co-worker can also process it for you. Our team will inform you about the available cashback methods.
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