LEGO clarifies delivery, returns, and cancellation policies
LEGO has updated its website with guidelines covering deliveries, returns, and cancellations. The company offers a 90-day return policy and information on tracking orders.
LEGO GmbH has clarified its customer guidelines on its website regarding deliveries, returns, and order cancellations.
The manufacturer offers customers the ability to return their orders free of charge within 90 days of receiving their package. The returns process in the US can be initiated through LEGO.com, while Canadian customers are advised to contact the company's customer service via email or phone. Returned items must be securely packaged in a sealed box. Refunds are processed within 14 days after LEGO receives the returned items.
For deliveries, LEGO sends customers an email with a tracking number once an order has left the warehouse. Tracking information typically becomes available within 24-48 hours of receiving the email. Not all orders can be tracked, including gift cards, Pick a Brick orders, and requests for missing or broken pieces. The company directs customers to its website to check delivery timeframes and procedures for missing orders.
Order cancellations are possible online until any items in an order have an 'In Warehouse' status. If no items in an order have reached the 'In Warehouse' status yet and a customer wishes to cancel, this can be done via the 'Order Status' page. If any item in an order has already reached the warehouse, online cancellation is no longer possible. To cancel individual items or the entire order, contacting customer service may be necessary. LEGO also asks customers to contact them if their order was cancelled by LEGO.com, so the matter can be investigated.