What can I do if my item was damaged during delivery?
If a product has been delivered to you in a damaged state, please report this as soon as possible through 'Track & manage my order' or by reaching out to IKEA Customer Service either online or in store.
We are sorry for this inconvenience, and we will do our best to help you. There are different options available to you when getting your damaged items replaced or refunded.
Damage spotted upon delivery
If you or the delivery driver spots the damage as your order is being delivered, the delivery driver can report this immediately to IKEA Customer Service. The customer service representative will open the claim for you, arrange a replacement for you and agree on a new delivery date with you. You will then receive a new order number for tracking.
Damage detected after delivery
If damage is discovered after delivery, there are several ways you can proceed.
File a complaint online
You can file a claim online by contacting our customer service either by writing 'i want to walk to a human' in the chat, by calling 09 3482 9400 or via the resolution form.
Please ensure that you have your order number/order confirmation at hand when reaching out to customer service. You can choose one of the following resolution options:
- Replace at the store. The IKEA co-worker may recommend that you visit your nearest IKEA store with the damaged item, in case you want the damaged item replaced quickly and it’s in stock.
- Arrange home delivery with replacement item. A co-worker can arrange a home delivery with a replacement product when the item is available for delivery.
- Get a refund. Alternatively, you can get a price refund for the damaged product, the employee can also handle it for you. You will receive a refund to the original payment method used to purchase the item. Remember that if you bought the products by paying in cash at the store, you will receive a refund on a digital refundcard.
Go to an IKEA store
You can also bring damaged items to your nearest IKEA store. Once you are in the department store, proceed directly to customer service, which is usually located near the entrance and exit. Remember to gave your order number on hand.
You have several options to get help at the store with a damaged product:
- Replace the item. An co-worker will be able to replace the damaged product and give it to you to take home if it's in stock. You can check before going to the store that the product is in stock by requesting stock check through the chatbot.
- Arrange home delivery. If the item is not in stock, or you cannot take it home yourself, a co-worker will be able to arrange a home delivery with a replacement product when the item is available for delivery.
- You will receive a refund. Alternatively, you can get a partial price refund for the damaged product, a co-worker can also handle it for you. You will receive a refund to the original payment method used to purchase the item.
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