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What can I do if a product breaks when taking it home or during assembly?

If your product breaks while transporting it to your home or during assembly, you may be able to use the one-time “Oops-insurance” to get the product replaced for free, if you used your IKEA Family card while purchasing the product. If the card wasn’t used, the protection unfortunately doesn’t apply, but you can still explore paid repair or replacement options.

If your IKEA product accidentally breaks while taking it home or during assembly, your next steps will depend on whether you swiped or used your IKEA Family card during your purchase.
 

IKEA Family card was used during purchase   

If you used your IKEA Family card when purchasing the product, you are entitled to Oops-insurance for 14 days from the purchase. You can exchange a new product free of charge to replace a broken one in a department store, or alternatively by paying a transport fee, we will bring the product to your home. To check if you used your card at time of purchase, log in To your IKEA Family account and check your 'Purchase history'. There you will also be able to find your receipt. 
Keep in mind that this is a one-time only benefit. You will have the following options when taking advantage of the benefit:  
  • Visit your nearest IKEA store At the store, go to one of the Customer Service desks, which is usually located near the entrance/exit of the store. Bring the damaged product, proof of your purchase and be prepared to identify yourself as an IKEA Family member. A co-worker can then arrange an exchange of the item, if the product is available.
  • Contact IKEA customer service online. Send a message via resolution form, contact us in the chat IKEA.fi/chat or call 09 3482 9400 to reach out to a co-worker online. Please ensure that you have your order number/order confirmation or receipt at hand. A co-worker will then be able to either arrange an exchange of the item through delivery or collection from IKEA location.
 

IKEA Family card was not in use at the time of purchase

Oops -insurance is an exclusive benefit for IKEA Family members. If the product was only partially defected, check our spare parts service whether the part in question would be available or contact our customer service for another solution. If a larger part was broken during delivery or assembly, customer service can check if it is available for purchase separately to avoid having to buy the entire product.  
For the future, join for free IKEA Family to get access to this and many other great benefits for future purchases.

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