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 the 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 was spotted upon delivery
If you or the delivery driver spots the damage as your order is being delivered, the delivery driver can report this immediately to IKEA Customer Service. A co-worker will then process a damage report, arrange a replacement for you, and notify the driver of the new delivery date. You can then either confirm this delivery date or choose a date and time that works for you to receive the replacement items. Once confirmed, the driver will provide you with the new order number for tracking purposes.
You can also contact IKEA Customer Service for assistance by writing "I want to talk to a human" in the chat on our website. Alternatively, you can call 1-888-888-4532.
Damage spotted after delivery
If damage is spotted after delivery, you have different options on how to proceed.
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.
- Get a refund. Alternatively, if you decide to receive a refund for the damaged item, a co-worker can process this for you too. You will receive the refund to the original payment method used to purchase the product. Keep in mind that if you purchased the items by paying cash in store, then you will receive the refund to an IKEA voucher.
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 (this does not include Plan & Order Points). 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 the store:
- Replace the item. A co-worker will be able to replace the damaged item and give it to you to take home, provided 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.com 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. You will receive the refund to the original payment method used to purchase the product. Keep in mind that if you purchased the items by paying cash in store, then you will receive the refund to an IKEA voucher.
Did you find this useful?
Thank you for your feedback!
What particular parts of our articles do you find unsatisfactory or unhelpful?
The text is confusing to understand
The text is not relevant to my question
The text is relevant but not helpful
The text is too long or too short
The text is confusing to understand
The text is not relevant to my question
The text is relevant but not helpful
The text is too long or too short
Thank you for your feedback!
Was the article not helpful? Try one of the related articles below.
Things don't always go as planned and sometimes accidents happen! If you damage an item during transport or assembly, you can exchange it in our stores.
Read moreWe are deeply sorry to hear your merchandise arrived with missing or damaged parts and want to make this right!
Read moreTo use this service, add smaller items to your cart, select the 'Parcel Delivery' option at checkout, and provide your delivery address and any special instructions. You'll receive a confirmation email with estimated delivery dates, and tracking information will be provided once the order is processed. On delivery day, ensure a safe place is available if you're not present and check for any issues immediately upon receiving your order. If you notice any problems (such as missing or damaged items), contact IKEA Customer Support.
Read moreTo use this service, add your desired items to your cart, choose 'Home Delivery' at checkout and select the 'To the Door Delivery' option. Provide accurate delivery details and confirm your order. You'll receive a confirmation email and SMS with delivery details, and on delivery day, ensure clear access and that someone 18 years or older is present. If you notice any issues (such as missing or damaged items), inform the driver on site and contact IKEA customer support.
Read moreTo use this service, add your desired items to your cart, choose 'Home Delivery' at checkout and select the 'In The Home Delivery' option. Provide detailed delivery instructions, select your preferred delivery day, and confirm your order. You'll receive a confirmation email and SMS with delivery details, and on delivery day, ensure clear access and that someone 18 years or older is present. The driver will place items in your specified room. If you notice any problems (such as missing or damaged items), inform the driver on site and contact IKEA customer support.
Read more