My product is damaged during or after delivery. What should I do?
We are sorry for the inconvenience. If your product was delivered in a damaged condition, you can arrange for an exchange from your Purchase history for small item deliveries. For large items and items picked up at a pick-up point, please contact the Customer Support Center (050-4560-0494, open 10:00-18:00) as soon as possible. If a product delivered via "leave at door" for small items is stained, damaged, or wet, please contact the delivery company listed on the non-delivery notice. If there is no external damage to the packaging, please contact the IKEA Customer Support Center.
If you discover the damage at the time of delivery:
If you or the delivery driver notice any damage when you receive your order, the driver will report it to IKEA immediately. IKEA will contact you at a later date to arrange a new delivery date and time for the replacement.
If the damage is discovered after delivery:
If you find damage to the product after delivery, you have several options for an exchange.
Arrange online
If a product delivered by small item delivery (Sagawa Express or Last One Mile Joint Association) is damaged, you can arrange for an exchange from your purchase history page. You can easily process this yourself under "Exchange for damaged product" in your purchase history. We will then issue a refund or deliver a new product. To arrange this online, please log in and follow the steps below:
- Log in to your IKEA account and go to Purchase history.
- Click on the relevant order and select "Request an exchange for a damaged product".
- Select the damaged product(s) from your order.
- Decide whether you want a replacement delivered or a refund.
- Review your request and submit it.
We will send you an email with confirmation and the next steps.
This online exchange service is only available within 14 days of product arrival. If more than 14 days have passed, please contact the Customer Support Center (050-4560-0494, open 10:00-18:00).
Contact the Customer Support Center
For large deliveries, items picked up at a collection point, or if it has been more than 14 days since you received your small item delivery, please contact the Customer Support Center (050-4560-0494, open 10:00-18:00).
Please have your order number or order confirmation ready when you contact the Customer Support Center.
You can choose from one of the following solutions:
- Exchange at a store: If you want to exchange the damaged product immediately and it is in stock, you can bring the damaged product to your nearest IKEA store for immediate assistance.
- Arrange for home delivery of a replacement: We will arrange for a replacement product to be delivered to your home.
- Return: If you wish to return the damaged product, we will refund you using the same payment method you used for the purchase.
Visit an IKEA store
You can also bring the damaged product and your order number/order confirmation or delivery note to your nearest IKEA store. (This excludes City stores, IKEA pop-up stores, IKEA Kyoto, and IKEA Hiroshima).
After entering the store, please go directly to the 1F Returns counter. The following options are available for assistance with damaged products at the store:
- Product exchange: If the product is in stock, you can exchange it and take it home with you. Before you go to the store, please check the product's stock status on the IKEA website's product page or by requesting a stock check with our chatbot.
- Arrange for home delivery: If the product is not in stock, or if you cannot take it home yourself, we will arrange for it to be delivered to your home from an IKEA store that has it in stock.
- Return: If you wish to return the damaged product, we will refund you using the same payment method you used for the purchase.
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