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 Support team or at IKEA stores.
Damage spotted during or after delivery? 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. You can claim delivery damage only within 7 days from the date of delivery.
1. File a claim online on delivery damage
To file a claim easily for your damaged items online, please click on the relevant link:
- IKEA family member (Log in to your IKEA Family profile, and manage your orders under your 'Purchases')
- Non-IKEA family member (use your order number, and email or phone number to raise a claim).
After you are logged in, please follow the below steps:
- Go to ‘Purchases’ option.
- 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.
2. Claim delivery damage at IKEA store
You can also bring the damaged items, 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 missing 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’ll receive the refund in IKEA Refund card/Cash at store. For in-store cash purchases where you are requesting an online refund, please provide a cancelled cheque with the name matching on the invoice.
For any further support, please feel free to contact us at your convenience:
- WhatsApp: You can contact us through WhatsApp: 917965088859.
- Chat: Our chatbot is available 24x7. Click on the chat icon located at the bottom right corner of the webpage to start a conversation.
- Call: Reach out to us at our toll-free number 1800 419 4532. We are available on all days of the week including weekends and public holidays.
- Email: You can email us anytime at: customer.support.in@ikea.com. Our team will get back to you within 24 hours.
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