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.
We are sorry for this inconvenience, and we will do our best to help you. There are different options available to you when getting your damaged items replaced or refunded.
Damage spotted after delivery
If you identify a damaged product once you have received your products and inspected them, you have different options on how to proceed.
File a claim online
If you want to file a claim for your damaged items online, you can easily do this yourself by heading to Track & manage my order on your IKEA account. You will then either receive a refund or a delivery with a new product. To file a claim online, make sure you are logged in and then:
- Go to ‘My Purchases’ in your IKEA account.
- Select the affected order and click ‘Manage my purchase’.
- Choose ‘Claim products damaged at arrival’.
- Select the damaged product/products 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 or information about the next steps through email. An IKEA co-worker will contact you with information about next steps.
Keep in mind that you can make this claim online using this method only up to 14 days from the date of delivery. Beyond this time, you’ll have to contact IKEA Customer Service for assistance by writing "I want to talk to a human" in the chat. Alternatively, you can call (+64) 9 802 4864.
Please ensure that you have your order number/order confirmation at hand when reaching out to a co-worker. Once you have reached an IKEA co-worker, you can choose one of the following resolution options:
- Replace at the store. The IKEA co-worker may recommend that you visit your nearest IKEA store with the damaged item, in case you want the damaged item replaced quickly and it’s in stock.
- Arrange home delivery with replacement item. A co-worker can arrange a home delivery with a replacement product when the item is available for delivery. If necessary, we may need to initiate an exchange to replace the damaged product.
- Get a refund. Alternatively, if you decide to receive a refund for the damaged item, a co-worker can process this for you too. As long as you have your original proof of purchase, you will receive the refund to the original payment method used to purchase the product. If not, you’ll then receive an IKEA Refund Card.
Go to an IKEA store
You can also bring the damaged items, along with your order number/order confirmation or delivery note, to your nearest IKEA store. Once you are in the store, proceed directly to one of the Customer Service desks, usually located near the entrance and exit. You have several options for getting help with your damaged item in store:
- Replace the item. A co-worker will be able to replace the damaged item and give it to you to take home, providing there is available stock. You can check before going to the store that the product is in stock either on the product page on IKEA.co.nz or by requesting stock check through the chatbot.
- Arrange home delivery. If the item is not in stock, or you cannot take it home yourself, a co-worker will be able to arrange a home delivery with a replacement product when the item is available for delivery.
- Get a refund. Alternatively, if you decide to receive a refund for the damaged item, a co-worker can process this for you too. As long as you have your original proof of purchase, you will receive the refund to the original payment method used to purchase the product. If not, you’ll then receive an IKEA Refund Card.
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