LEGO clarifies delivery, return, and cancellation policies online

LEGO GmbH, the toy manufacturer, has clarified its e-commerce policies for deliveries, returns, and cancellations on its website. The company provides customers with information on how to track their orders, make free returns, and cancel purchases under specific circumstances.

For deliveries, customers receive a tracking number via email once an order leaves the warehouse. Tracking updates can take 24–48 hours after the email is sent. The company notes that gift cards and requests for missing or broken pieces cannot be tracked. LEGO directs customers to its website for delivery timeframes and procedures for missing orders.

Regarding returns, LEGO offers a 35-day free return period from the date of receipt. Returns can be initiated through LEGO.com, with the company providing a prepaid label for drop-off at DPD Pickup Shops. Customers in Northern Ireland are advised to contact the company directly for package collection. Refunds for returns may take up to seven business days after the items are received.

Orders can be canceled online until items have an 'In Warehouse' status. If any items have reached the warehouse, the order cannot be canceled online or by customer service. The company advises contacting customer service to cancel individual items not yet in the warehouse or to make other changes. LEGO also reminds customers that if an order was canceled using LEGO Insiders points, customer service must be contacted to have the points reinstated.