If your IKEA product accidentally breaks on the way home or during assembly, the next steps depend on whether or not you used your IKEA Family membership card at the time of purchase.
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.
The IKEA Family card was used during purchase
If you used your IKEA Family card when purchasing your item, then, as a valued member, you can benefit from the Transport and Assembly Guarantee and make an exchange in-store within 14 days.
To confirm if you used the card, simply log in to your IKEA Family account and check your Purchase History, where you will also find the respective invoice.
This is a one-time benefit. When you use it, you have two options:
- In-store: Visit your nearest IKEA IKEA Store (excluding Planning and Order Points and Collection Points), 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 proceed with the item exchange or refund the amount.
- Online or by phone: In the chat, type "I want to speak to a human" or call +351 21 989 99 45 - options 9>2>3>3 to speak to a co-worker. Have your order number or invoice handy. After verification, we can schedule the 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 have used their membership card during the purchase. If you are not yet a member, or if you did not use the card for that purchase, it is currently not possible to make a claim under this protection. However, you can still contact IKEA Customer Support, by phone, online, or in-store, to check if a spare part is available.
Remember that joining IKEA Family it's free and gives you access to this and many other benefits on future purchases."
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