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What can I do if I received an item that I did not order?

If you receive a product you did not order, first check whether it is an additional item or whether something from your original order is missing. If any items from your order are missing, contact IKEA Customer Service, either in‑store or online. A co-worker will help you return the incorrect items and obtain the missing ones. If you received additional items, check your purchase invoice to confirm whether you were charged for them, and then contact IKEA Customer Service for guidance on what to do.

 We apologise for the inconvenience and will do everything we can to help.
If you received one or more items you did not order, check everything you received to understand whether these items were delivered in addition to your order, or whether any of the items you ordered are missing.

received items you didn't order

If your order is complete but you received items you did not request, first check your invoice to see if they are listed. If you were charged for them, you can return the item in-store and receive a refund.
  • Contact IKEA Customer Service online. Write “I want to speak with a co-worker” in the chat or call +351 219 899 945 — in the main menu enter 9233. A co-worker will help you with options to return the extra item and issue a refund to the original payment method or to a refund card.
  • Visit an IKEA store.You can also go to the Customer Service desk at your nearest IKEA store (except Planning Studios and pick-up points), taking the additional item and your purchase invoice. They will explain the next steps to return the extra item and receive a refund to the original payment method or to a refund card.
 

If you received items you didn’t order and some purchased items are missing

  • Visit an IKEA store. Go to the Customer Service desk at your nearest store with your invoice/receipt and, if possible, the incorrectly delivered item. The incorrect item can be exchanged for the correct one in-store, or a home delivery can be scheduled if the item is out of stock or if you cannot transport it.
    You can also receive information about options for the incorrect item if you are unable to return it to the store.
  • Contact IKEA Customer Service online. You may prefer to contact online support, especially if the incorrect item is too heavy to transport or if you prefer to have the missing item delivered to your address.
    Speak with an IKEA co-worker by writing “I want to speak with an agent” in the chat or calling +351 219 899 945 — in the main menu enter 9233. They can arrange home delivery of the missing items and, if necessary, collection of the incorrectly delivered ones.
After the incorrect item is replaced with the correct one, if it is confirmed that you paid more than you should have, you will be entitled to a refund of the difference, which will be issued through the original payment method used for the purchase.
 

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