What should I do if some of my ordered items are missing?
Your order may be delivered in several shipments. Please check if the missing items are being delivered separately, as they may still be in transit. Also, please check all the boxes, as multiple items may be packed together. If an item was out of stock at the shipping store, it might be delivered separately from another store. We ship your items to arrive by the delivery date you specified, so please wait until the product arrives. We strive to deliver on the specified date and time, but delays may occur due to delivery circumstances. Please note that if the item is out of stock at all our stores, we may issue a refund for the relevant item. We appreciate your understanding.
You can check your order details and delivery status by logging into your account and viewing your purchase history. If you don't have an account, you can check the details with your order number and email address or mobile phone number. If your order is being delivered in multiple shipments, you can also check the scheduled delivery dates on Track and Manage Order page.
If your ordered items are missing, or if you have any questions, please contact the Returns counter at an IKEA store or the Customer Support Centre (050-4560-0494, open 10:00-18:00) as soon as possible.
Visiting an IKEA store
If you can visit an IKEA store, please check the stock status of your planned store on the product page of the IKEA website. When you visit the store, please come to the Returns counter. Please have your order number, order confirmation or delivery note, and personal identification ready.
Click here to check the IKEA store locations and opening hours
*Please note that this service is not available at IKEA Pop-up stores, IKEA Kyoto, or IKEA Hiroshima.
*Please note that this service is not available at IKEA Pop-up stores, IKEA Kyoto, or IKEA Hiroshima.
At the store:
If the store you visit has the item in stock, we will give you the missing item to take home at the Returns counter.
If the product is not in stock, or if you cannot take it home yourself, we will arrange for delivery.
If you wish to have the missing item refunded, we will issue a refund using the original payment method used at the time of purchase. Please note that if you paid with a Digital Gift Card or a Digital Return Card, the refund will be issued as a Digital Return Card.
Contacting the Customer Support Centre
At the Customer Support Centre:
If you are able to visit a store, we will arrange for you to pick up the item at your preferred store, as long as it is in stock.
If you prefer delivery, we will arrange for delivery to your home.
If you wish to have the missing item refunded, we will issue a refund using the original payment method used at the time of purchase. Please note that if you paid with a Digital Gift Card or a Digital Return Card, the refund will be issued as a Digital Return Card.
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