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 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 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 Track & manage my order 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 then:
- 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.
Keep in mind that you can make this claim online using this method only up to 7 days from the date of delivery. Beyond this time, you’ll have to contact IKEA Customer Service for assistance by writing "I want to talk to a human" in the chat. Alternatively, you can call 18004194532.
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.
Go to an 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.
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