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.
If you are waiting for your order, start by checking your e-mail to find your order confirmation and your track and trace e-mail. Find your tracking ID and visit the track and trace page to check the status of your order. If you have other issues with your ASCI order, you have to contact their Customer Service team.
Read moreIf your product breaks while transporting it to your home or during assembly, you may be able to claim the one-time “Just-in-case protection” to get the product replaced for free, provided you used your IKEA Family card while purchasing the product. If the card wasn’t used, the protection unfortunately doesn’t apply, but you can still explore paid repair or replacement options.
Read moreIf something is missing after delivery or pick up from IKEA Click & Collect or a pick-up point, make sure to first check if your order has been split into multiple deliveries, as the missing item might still be on its way. If you find that items are still missing from your order, please contact IKEA Customer Service either online or in-store.
Read moreAll IKEA products are carefully tested before being sold. However, if something goes wrong and you notice a quality issue over time, you have an extended warranty period for several IKEA products.
Read moreIf you’ve noticed a quality issue with your household appliance or it’s not working as it should, you can report this directly to the manufacturer if the product is still within guarantee. If the appliance is an IKEA product, you can reach out to IKEA Customer Service either online or in-store.
Read moreIf you receive a product that you didn't order, first check to see if it's an extra item or if something is missing from your original order. If items are missing, contact IKEA customer service in-store or online, and a colleague will help you return the wrong items and retrieve the missing ones. If you have received extra items, check the purchase invoice to see if you have been charged and then contact IKEA Customer Service for guidance on how to proceed.
Read more