What can I do if a product breaks while taking it home or during assembly?
If your IKEA product breaks during transport or assembly, and you used your IKEA Family card at the time of purchase, you can activate the transport and assembly guarantee and request a free replacement of the product. If you did not use your IKEA Family card, this protection does not apply. However, you can still contact IKEA to find out about available paid replacement or repair options.
If your IKEA product is accidentally damaged during transport or assembly, the next steps depend on whether you used your IKEA Family membership card at the time of purchase.
The IKEA Family card was used during purchase
If you used your IKEA Family card, you can take advantage of the Transport and Assembly Guarantee to exchange the item in-store within 14 days.
To confirm your purchase, log in to your IKEA Family account and check your Purchase History, where you can also access your invoice.
This is a one-time benefit. You have two options:
- In-store: Visit your nearest IKEA Store (excluding Planning and Order Points or Collection Points) and go to the Customer Service desk. Bring the damaged product, your IKEA Family card, and the invoice. A co-worker will verify the details and process the exchange or refund.
- Online or by phone: In the chat, type "I want to speak to a human" or call +351 21 989 99 45. Have your order number or invoice ready. After verification, we can schedule an exchange with delivery or issue a refund.
The IKEA Family card was not used during purchase
The "Shipping and Assembly Guarantee" is an exclusive benefit for IKEA Family members who use their card during purchase. If you are not a member, or did not use your card, this specific protection does not apply. However, you can still contact IKEA Customer Support via phone, online, or in-store to check if a spare part is available.
Remember that joining IKEA Family is free and provides access to this and many other benefits on future purchases.
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