What can I do if my item has been damaged during or after delivery?
If you received a damaged product, please report the situation within 48 hours after delivery by contacting IKEA Customer Support, either online or in-store. We apologise for the inconvenience and will do our best to help. Several solutions are available, including replacing or refunding the damaged item.
Damage detected at the time of delivery
If you notice any damage while the driver is still on-site, contact IKEA Customer Support immediately.
A co-worker will:
A co-worker will:
- Register the damage.
- Initiate the replacement request.
- Provide a new delivery date.
You can then confirm this date or choose another that is more convenient.
You will also be informed of the new order number, which you can track in the Track and manage my order sectio.
You will also be informed of the new order number, which you can track in the Track and manage my order sectio.
Damage detected after delivery
If the damage is identified after the delivery has been completed, you have several options.
Submit a complaint online
If you received damaged item(s), you can submit your claim easily through your IKEA account within 48 hours. Once your request has been reviewed, you may receive either a refund or a replacement item.
- Go to Purchase history in your IKEA account.
- Select the affected order and click Start a claim.
- Select the damaged product(s).
- Indicate whether you want to receive a replacement item delivered to your home or a refund.
- Review and submit your claim.
You will receive an email with confirmation or further instructions. If necessary, an IKEA co-worker may contact you.
Note: After the 48‑hour period, you must contact Customer Support at +351 219 899 945 (menu: dial 9233).
Have your order/confirmation number ready.
Have your order/confirmation number ready.
After reporting the damage (online, by phone, or at the time of delivery), you may choose one of the following solutions:
- In-store replacement: A co-worker may recommend that you visit the nearest IKEA store with the damaged item if you prefer a quick replacement and stock is available.
Before visiting, you can check stock availability on IKEA.pt or via the chatbot. - Home delivery with substitution: A co-worker can arrange delivery of the replacement product to your address once it is available, in exchange for the damaged one.
- Receive a refund: If you prefer a refund, it will be issued using the original payment method.
Note: Purchases paid in cash in-store are refunded in the form of an IKEA voucher.
At an IKEA store
You can also take the damaged item(s) to an IKEA store (excluding Planning Studios). When you arrive, go directly to one of the Customer Service desks. Bring the damaged item(s) along with the order/confirmation number or delivery document.
In the store, you can:
Replace item. A co-worker may replace the damaged item and provide a new one for you to take home, as long as stock is available.
We recommend checking the stock in advance on the product page on the IKEA website or through the chatbot.
We recommend checking the stock in advance on the product page on the IKEA website or through the chatbot.
Arrange home delivery with replacement item. If the item is out of stock, a co-worker can arrange delivery of the replacement to your address as soon as it becomes available.
Get a refund: If a return is chosen, a refund will be issued using the same payment method originally used.
Please note that for items paid in cash in the store, the refund will be provided in the form of an IKEA voucher.
Please note that for items paid in cash in the store, the refund will be provided in the form of an IKEA voucher.
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