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What can I do if I have received an item I didn't order?

If you receive a product you did not order, first check whether it's an extra item or if something from your original order is also missing. If items are missing, contact IKEA Customer Service online or in-store, and a co-worker will assist you with returning the incorrect items and getting the missing ones. If you've received extra items, verify on the purchase invoice whether you've been charged, then contact IKEA Customer Service for guidance on how to proceed.

We are sorry for this inconvenience, and we will do our best to help you. If you've received one or more items that you did not order, please look through everything you've received to see if these items have been delivered to you in addition to what you ordered, or if some items that you did order are also missing. 
Additional items received 
If you've received your full order and have also received some additional items along with it, check your purchase invoice to see if these extra items have been mentioned there. If you've been charged for these additional items, then you can return the item and get a refund: 
  • Contact IKEA Customer Service online. Type “I want to talk to a human” in chat, or call (+64) 9 802 4864. A co-worker will help you with options on how to return the extra item, and issue a refund to your original payment method or to a refund card. 
  • Visit an IKEA store. You can also visit the Customer Service department (located near the entrance/exit) in your nearest IKEA store together with the extra item and your purchase invoice/receipt if that is more convenient for you. A co-worker will help you with the next steps to return the extra items and issue a refund to the original payment method or a refund card. 
Wrong items received 
If you’ve received items that you didn’t order, received a different version of the product, or received someone else’s order, and are missing some that you did order, then you have the following options for getting help with your wrong item: 
  • Contact IKEA Customer Service online. You can also contact IKEA Customer Service online, especially if the wrong item is too heavy or if you would rather have the missing item delivered to your address. Get in touch with an IKEA co-worker either by typing “I want to talk to a human” in chat, or by calling (+64) 9 802 4864, and they will be able to arrange a home delivery of your missing items and also a pickup of the wrongly delivered item, if necessary. 
  • Visit an IKEA store. Visit the Customer Service department in your nearest IKEA store with the purchase invoice/receipt and, if possible, the wrongly delivered item. A co-worker can replace the wrong item you have received with the right one in the store or arrange a home delivery for you if the item is not in stock or you cannot bring it home. They can also explain to you the options you have regarding the wrongly delivered item if you have not been able to bring it to the store. 
 

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