LEGO clarifies delivery, return, and cancellation policies for online orders

LEGO GmbH has published updated guidelines on its website detailing the procedures for product deliveries, returns, and order cancellations for purchases made through LEGO.com. The updated information aims to clarify customer processes.

Deliveries: According to the company, customers receive an email with a tracking number once an order ships from the warehouse. Tracking details may take 24-48 hours to become available. The company notes that certain orders, such as gift cards and "Pick a Brick" orders, cannot be tracked.

Returns: Customers have a 90-day window to return unsatisfactory items free of charge. For returns in the US, the process can typically be initiated online through an order status page. Customers in Canada are directed to contact LEGO customer service. A prepaid shipping label will be provided, and refunds are processed after the items are received, with bank transfers taking up to 14 days.

Cancellations: Order cancellations can be processed online as long as no items have reached the "In Warehouse" status. If items are already in the warehouse, customers must contact LEGO's customer service to request a cancellation or modify an order. This also applies to orders made with LEGO Insiders points, which require direct contact for point reimbursement. The company also advises customers whose orders were cancelled by LEGO.com to check their email for explanations.