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.
If an article was delivered damaged, you can choose one of the solutions:
Replacement.
The new item can be delivered to your home or can be picked up in-store if there is stock. You can check before going to the store that the product is in stock either on the product page on IKEA.nl or by requesting stock check through the chatbot.
The new item can be delivered to your home or can be picked up in-store if there is stock. You can check before going to the store that the product is in stock either on the product page on IKEA.nl or by requesting stock check through the chatbot.
Refund.
You will receive the refund to the original payment method used to purchase the product. Store purchases paid in cash will be refunded via a bank transfer or an IKEA digital refund card.
You will receive the refund to the original payment method used to purchase the product. Store purchases paid in cash will be refunded via a bank transfer or an IKEA digital refund card.
These options are available through:
Raise a claim tool online
- Go to Purchases in your IKEA account.
- Select the affected order.
- Choose Raise a claim.
- Select the damaged product(s) 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 and information about the next steps through email.
Keep in mind that you can only use this online tool:
- for home delivery orders
- up to 30 days from the date of delivery.
IKEA customer service
- Online. Does the claim tool not work? Type in the chat "I want to speak to a co-worker" or call us to report the damage and choose a solution.
- IKEA store (except Plan & Order Points). Visit your nearest IKEA store with the damaged item, in case you want the damaged item replaced quickly and it’s in stock.
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