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What can I do if I have received an item I didn't order?

If you receive a product you did not order, first check whether it's an extra item or if something from your original order is also missing. If items are missing, contact IKEA Customer Service in-store or online, and a co-worker will assist you with returning the incorrect items and getting the missing ones. If you've received extra items, verify on the purchase invoice whether you've been charged, then contact IKEA Customer Service for guidance on how to proceed.

We are sorry for this inconvenience, and we will do our best to help you. If you have received one or more items that you did not order, please look through everything you've received to see if these items have been delivered to you in addition to what you ordered, or if some items that you did order are also missing. 
 

Additional items received:

If you have received your full order and have also received some additional items along with it, check your purchase invoice to see if these extra items are listed. If you have been charged for these additional items, you can return the items for a refund: 
  • Contact IKEA Customer Service online: Type “I want to talk to a human” in chat, or call 09 3482 9400. A co-worker will assist you with return options, and issue a refund to your original payment method or a refund card.
  • Visit an IKEA store: You can also visit the Customer Service department (located near the entrance/exit) at your nearest IKEA store together with the extra item and your purchase invoice/receipt. A co-worker will help you return the extra items and issue a refund.
 

Wrong items received:

If you've received items you did not order, and are missing items you did order, you have the following options:
  • Visit an IKEA store: Visit the Customer Service department at your nearest IKEA store with your purchase invoice/receipt and, if possible, the wrongly delivered item. A co-worker can replace it with the correct item or arrange home delivery if the item is not in stock or you cannot bring it home. They can also discuss options if you cannot bring the incorrect item to the store.
  • Contact IKEA Customer Service online: You can also contact IKEA Customer Service online, especially if the wrong item is too heavy or if you would rather have the missing item delivered to your address. Get in touch with an IKEA co-worker either by typing “I want to talk to a human” in chat, or by calling 09 3482 9400, and they can arrange a home delivery for your missing items and also a pickup for the incorrect item, if necessary. 
After swapping out the wrong item for the right one, if it turns out that you’ve paid more than you should have, then you’ll also be eligible to receive a refund for that difference amount. The refund will be paid out to the original payment method used during purchase. 
 

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