What can you do if your item arrives damaged or damaged after delivery?
If your product has arrived in poor condition, please let us know as soon as possible, you can do so through our self-service solution "Damaged Product Management" in the "Track and manage your order" section or contact IKEA Customer Service, by chat, phone, social media or by visiting your nearest IKEA store.
We apologize for the inconvenience and will do our best to help you. You have several options for Replace or Refund the item damaged.
Damage detected at the time of delivery.
If you or the carrier detects the damage upon delivery, our team will arrange for the replacement (substitution of one item for another) and coordinate a new delivery date. You can then confirm the proposed new date or select another one that suits you. Once confirmed, we will provide you with the new order number so that you can track it.
Damage detected after delivery. If you detect the damage after delivery, you have two options:
1) File a claim remotely:
1.1 With our self-service solution:
You can do it yourself by going to "Track and manage your order" and using the "Damaged Product Management". You can opt for a refund or a new product (replacement). To file a claim online, follow these steps:
- Log in to «Purchases» and add your username and password.
- Select the affected order.
- Choose the option «Damaged Product Management».
- Select the damaged items in your order.
- Decide if you want us to exchange (replace) you or receive a refund.
- Review and submit your claim.
- You will receive a confirmation by email.
1.2 With our Remote Customer Service team, type "Talk to a person" if you're in the chat, or call 900.400.922. Make sure you have your order number handy. Once you contact our team at IKEA, you can choose from the following options:
- Replace the in-store item: If you prefer, you can go to your IKEA store closest to the damaged item so that we can replace it quickly, provided that stock is available.
- Coordinate delivery to your home: A partner will arrange for the replacement product to be delivered to your home once the item is available.
- Request a refund for the damaged item: Our team will inform you of the available cashback methods.
2) Go to an IKEA store
You can also take damaged items along with your order number to your IKEA store (does not include planning spaces and collection points). Once in the store, go directly to the Customer Service desk, which is located near the entrance/exit. You have several options for getting help with your damaged item:
- Replace the in-store item: If you prefer, you can go to your nearest store with the damaged item so that we can replace it quickly, provided that there is stock available. Before you go to the store, you can check if the product is available on the IKEA.com/es or request a stock check through the chatbot.
- Coordinate home delivery. If the item is not in stock or you are unable to take it home yourself, a partner will be able to arrange home delivery with a replacement product when the item is available for delivery.
- Request a refund for the damaged item: Our team will inform you of the available cashback methods.
Remember that, when placing your order, we agree on a day and time slot for delivery, and we need you to be at home. On that day, the carrier will contact you to let you know that we are on our way. If you are not at home on the day of delivery, our Customer Service team will contact you to coordinate a new date or you can write "Talk to a person" if you are in the chat or call 900.400.922 to reschedule the order.
If for any reason we are unable to resolve the issue immediately, we will open a case and our Customer Service team will handle it as a matter of priority. Sometimes the process can take longer than expected, but rest assured that we will contact you to offer a solution or inform you about the status of your case.
To submit a Official claim, you can go to the Customer Service desks in our stores and request the complaint form, which must be stamped and signed. You can also do it online through the OMIC (Municipal Consumer Information Office) in your locality.
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