What can I do if my item was damaged during or after delivery?
If a product has been delivered to you in a damaged state, please report this as soon as possible 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. A co-worker will then process a damage report, arrange a replacement for you, and notify the driver of the new delivery date. You can then either confirm this delivery date or choose a date and time that works for you to receive the replacement items. Once confirmed, the driver will provide you with the new order number for tracking purposes.
Damage spotted after delivery
If damage is spotted after delivery, you have different options on how to proceed.
File a claim online
If you want to file a claim for your damaged items online, you can easily do this yourself by heading to My purchases on your IKEA account. You will then either receive a refund or a delivery with a new product. To file a claim online, make sure you are logged in and follow these steps:
- Go to ‘My Purchases’ in your IKEA account.
- Select the affected order and click ‘Manage my purchase’.
- Choose ‘Claim products damaged at arrival’.
- Select the damaged product/products from your order.
- Decide whether you want a replacement to be delivered to you or receive a refund.
- Review and submit your claim.
- You will receive confirmation or information about the next steps through email. An IKEA co-worker will contact you with information about next steps.
You can contact IKEA Customer Service for assistance by writing "I want to talk to a human" in the chat. Alternatively, you can call 016966246.
Please ensure that you have your order number/order confirmation at hand when reaching out to a co-worker. Once you have reached an IKEA co-worker, 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, if you decide to receive a refund for the damaged item, a co-worker can process this for you too. You will receive the refund to the original payment method used to purchase the product. Keep in mind that if you purchased the items by paying cash in store, then you will receive the refund to an IKEA voucher.
Go to an IKEA store
You can also bring the damaged items (providing it is not damaged glass), along with your order number/order confirmation or delivery note, to your nearest IKEA store (this does not include Plan & Order Points). Once you are in the store, proceed directly to one of the Customer Service desks, usually located near the entrance and exit. You have several options for getting help with your damaged item in store:
- Replace the item. A co-worker will be able to replace the damaged item and give it to you to take home, providing there is available stock. You can check before going to the store that the product is in stock either on the product page on IKEA.com or 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.
- Get a refund. Alternatively, if you decide to receive a refund for the damaged item, a co-worker can process this for you too. You will receive the refund to the original payment method used to purchase the product. Keep in mind that if you purchased the items by paying cash in store, then you will receive the refund to an IKEA voucher.
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