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What can I do if a product breaks when taking it home or during assembly?

If your product breaks while transporting it to your home or during your own assembly, you may be able to claim the one-time “Oops insurance” to get the product replaced for free, provided you used your IKEA Family card while purchasing the product. If the card wasn’t used, the benefit unfortunately doesn’t apply, but you can still explore paid repair or replacement options.

If your IKEA product accidentally breaks while taking it home or during your own assembly, your next steps will depend on whether you used your IKEA Family card during your purchase. 
 

IKEA Family card was used during purchase  

If you used your IKEA Family card when you purchased your item, then as a member, you can take advantage of the ”Oops insurance" as long as you meet the following conditions:
  • You can show a proof of purchase. You can log into your IKEA Family account and check your Purchases and the receipts.
  • You return or report the damaged product within 14 days after purchase
  • You have not previously claimed an article for the ‘oops insurance' in the past six months.
  • The damaged item is not a mirror, glassware, IKEA Food product, product from the Second Chance corner, or previously exchanged under the ‘oops insurance'.
You will have the following options when taking advantage of the benefit: 
  • Contact IKEA Customer Service online.
    Type "I want to talk to a co-worker" in the chat or contact us by phone. A co-worker can arrange an exchange of the item through delivery.
  • Visit your nearest IKEA store (except the Plan & Order Point Leeuwarden).
    Bring the damaged product and the receipt or order number to the customer service desk and a co-worker can arrange an exchange of the item.
 

IKEA Family card was not used during purchase 

The “Oops insurance” is an exclusive benefit for IKEA Family members who used their membership card during a purchase. If you’re not a member yet or didn’t use your card, you will not be able to make a claim at this time. You can however still contact IKEA Customer Services online or in-store, to check if a spare part is available or if the product can be replaced at a cost.   
Remember that joining IKEA Family is free and gives you access to this and many other great benefits for future purchases. 
 
 

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