Terms & Conditions
Imprint
LEGO System A/S
Åstvej 1
7190 Billund
Denmark
Managing director: Niels B. Christiansen
Reg. No. 47458714
VAT-IDNo.: DK47458714
Mailing address:
LEGO Service
33 Bath Road
Slough, Berkshire
SL1 3UF
United Kingdom
Telephone: 00800 5346 1111
E-mail: ShopTermsAndConditions@LEGO.com
Why are these Terms and Conditions important to me? These Terms and Conditions are important to you because they apply to all orders that you place with LEGO System A/S online, by email and by phone.
We strongly recommend that you read these Terms and Conditions carefully before submitting your order to us.
- How Does it work?
Who am I placing my order with? When you make a purchase online, by email or by phone, you are placing the order with LEGO System A/S, Reg. No. 47458714, Åstvej 1, DK-7190 Billund.
Any reference to "we", "us" or "our" means LEGO System A/S, and any reference to "you" or "your" means you as a customer. References to "I" and "my" in the theme questions do also mean you as a customer and consumer on LEGO Shop.
These Terms and Conditions only apply in cases of purchases by a consumer, which is a natural person acting for purposes which are outside his or her trade, business or profession.
LEGO and the LEGO logo are trademarks of the LEGO Group ©2019 The LEGO Group.
Can I make a purchase through the LEGO Shop if I am under 18 years old or do not possess full legal capacity? No, we do not sell products through the LEGO Shop for purchase by children. If you are under 18 years old or do not possess full legal capacity, you may only use the LEGO Shop website under supervision and with the consent of your parent or guardian.
How do I place my order in the online LEGO Shop? You can select products and add them to a virtual shopping basket via the "Add to Bag" button. If the “Add to Bag” button is replaced with a “Back Order” button, you can process the order by clicking the “Back Order” button, but the item will not ship until it is available.
When am I entering into a binding agreement? You will have the opportunity to review, correct and delete your data before you place the order. By clicking on the "Buy" button you are making a binding offer to purchase the products you have added to the virtual shopping basket.
Once you have ordered your products in the LEGO Shop, we will send you an automatic confirmation of receipt. This does not mean that the order has been accepted.
When you place your order with us, you are making an offer to buy, which is accepted by us when you receive a shipping confirmation email confirming the details of the ordered products, your online payment and delivery. It is, therefore, essential that you submit an accurate email address when placing your order.
The LEGO Group reserves the right to hold or cancel an order without prior notice or explanation in the event of any matter arising that concerns security or is in breach of any policy or term.
Can I refuse to agree to the Terms and Conditions and still make a purchase? No, you will only be able to place an order if you agree to these Terms and Conditions by clicking the box "I agree to the Terms and Conditions". Contracts can be concluded in German or English language.
What if the ordered products are not in stock? We cannot guarantee that all the ordered products are available in our inventory at all times.
We may make partial deliveries of products included in the same order when the products can be used separately. We will, of course, bear any additional shipping costs in such circumstances, and you will not be charged any extra costs due to partial deliveries.
We will inform you as quickly as possible if a product is not available or cannot be delivered on time. If the product will not be available in the foreseeable future, we reserve the right not to accept your order.
In the Bricks & Pieces selection, we are not able to accept orders for parts that are temporarily not available. Should your order include such a part, we will cancel the item. If possible, we will inform you when we expect it to be available again so that you may place a new order for that item.
What if I want the products sent to another address? You can request delivery to an address other than your billing address. In this case we will not include the price or billing details to the delivery address, since we will assume that the delivery is a gift to the recipient. Your pricing information will be included in your shipping confirmation email.
Should I save a copy of the documents relating to my order? Yes, we encourage you to print or save a copy of these Terms and Conditions, your online payment information and shipping confirmation email, in case you need to contact us with any questions about your order. The shipping confirmation email will include a copy of these Terms and Conditions.
If you notice that any of the information emailed to you is incorrect, please contact us immediately so we can correct it.
How do you process my personal data? You can find details regarding storage, review and updates of your personal data in our Privacy Policy.
- How do you process my personal data?
Unless otherwise explicitly opted into by you elsewhere (e.g. a cookie consent, VIP or LEGO ID sign-up, newsletter sign-up), we only collect, use, store and share the following data from you in connection with your order on shop.LEGO.com:
- Your name, delivery address, billing address and contact details like your phone number and email address
- If you have a LEGO ID, we also register your LEGO ID with the order and your order history
- If you are a VIP member, we register your VIP card number with the order and, if relevant, register VIP points earned/rewards redeemed
- Your payment details, as appropriate, and we will share those with your chosen payment provider as well as our payment processing partner. Please note that with some payment providers (e.g. PayPal) the personal information you provided to that payment provider may overwrite e.g. invoicing details we have on record for you. For more information please see "How do I pay?" section.
We will use, store and share your personal information in accordance with our Privacy Policy and will in regards to your order, use and share the personal information provided by you to:
- Fulfill and manage your order including sharing your personal information with our trusted 3rd parties providing us with warehousing, packing, shipping and delivery services, fraud detection and prevention services and debt collection services
- If relevant, adjust your VIP point balance
- Provide you with support via customer service
- Store your personal information with our trusted cloud storage partners
- Send you a post purchase survey via email including sharing your personal information with our trusted 3rd parties providing us with research and survey services
- Send you product catalogue via post including sharing your personal information with our trusted 3rd parties providing us with mailing and postal services
Please note that for the purpose of performing and delivering fraud detection and prevention services to us, our partner uses automated decision making in processing your personal information. You can request a
manual review of the accuracy of an automated decision if you are unhappy with it.
You can find details regarding data collection, use, storage, retention, deletion, automated decision making processes, who we share your data with and when, data review and updates of your personal data in our Privacy Policy.
- How should I understand the prices
How is the pricing of my order determined? The pricing of your order is determined by the country in which you receive the shipment. The table below shows the currency your order will be charged in:
| Country Order Is Shipped To | Currency | Currency Abbreviation |
|---|---|---|
| Austria | Euro | EUR |
| Australia | Australian Dollar | AUD |
| Belgium | Euro | EUR |
| Czech Republic | Czech Koruna | CZK |
| Denmark | Danish Krone | DKK |
| Estonia | Euro | EUR |
| Finland | Euro | EUR |
| Germany | Euro | EUR |
| Greece | Euro | EUR |
| Hungary | Hungarian Forint | HUF |
| Ireland | Euro | EUR |
| Italy | Euro | EUR |
| Latvia | Euro | EUR |
| Lithuania | Euro | EUR |
| Luxembourg | Euro | EUR |
| Metropolitan France | Euro | EUR |
| Netherlands | Euro | EUR |
| New Zealand | New Zealand Dollar | NZD |
| Norway | Norwegian Kroner | NOK |
| Poland | Polish Zloty | PLN |
| Portugal | Euro | EUR |
| Slovakia | Euro | EUR |
| Slovenia | Euro | EUR |
| Spain | Euro | EUR |
| Sweden | Swedish Krona | SEK |
| Switzerland | Swiss Franc | CHF |
| UK | British Pound | GBP |
Are taxes included in the listed prices? Yes, the prices include all applicable taxes. We do not offer VAT refunds for orders placed online in the shop.LEGO.com or over the phone.
Are delivery costs included in the prices? No, delivery costs are not included in the prices. Such costs will be added to your orders. The delivery costs are shown in the shopping bag and in the order review, so you can see the costs before placing the order.
When you place an order from Bricks & Pieces special shipping and handling fees will be added to the price. These special fees will be indicated in the virtual shopping bag before the order is placed.
What if the website shows a wrong price? We do our best to ensure that all prices on our website are accurate. However, errors can sometimes occur. If we discover an error in the price of products you have ordered, we will inform you as soon as possible and give you the option of reconfirming your order at the correct price or cancelling it. If we are unable to contact you or you do not reconfirm the order, we will treat the order as cancelled.
Can prices listed in the LEGO Shop change? Yes, all prices displayed in the LEGO Shop are subject to change without prior notice.
- How do I pay?
Which credit card cards can I use? You can use the following credit cards to pay with in the LEGO Shop:
| Country Name | VISA | MASTERCARD | AMEX | MAESTRO | DISCOVER | PayPal | INVOICE | SEPA/IBAN | Pay by Phone |
|---|---|---|---|---|---|---|---|---|---|
| Austria | X | X | - | - | - | - | - | - | - |
| Australia | X | X | - | - | - | - | - | - | - |
| Belgium | X | X | - | - | - | - | - | - | - |
| Czech Republic | X | X | - | - | - | - | - | - | - |
| Germany | X | X | - | - | - | X | X | X | - |
| Greece | X | X | - | - | - | - | - | - | - |
| Denmark | X | X | - | - | - | X | - | - | - |
| Estonia | X | X | - | - | - | - | - | - | - |
| Finland | X | X | - | - | - | - | - | - | - |
| France | X | X | - | - | - | X | - | - | - |
| Hungary | X | X | - | - | - | - | - | - | - |
| Ireland | X | X | - | - | - | - | - | - | - |
| Italy | X | X | - | - | - | - | - | - | X |
| Latvia | X | X | - | - | - | - | - | - | - |
| Lithuania | X | X | - | - | - | - | - | - | - |
| Luxembourg | X | X | - | - | - | - | - | - | - |
| Netherlands | X | X | - | - | - | - | X | - | - |
| New Zealand | X | X | - | - | - | - | - | - | - |
| Norway | X | X | - | - | - | - | - | - | - |
| Poland | X | X | - | - | - | - | - | - | - |
| Portugal | X | X | - | - | - | - | - | - | - |
| Slovakia | X | X | - | - | - | - | - | - | - |
| Slovenia | X | X | - | - | - | - | - | - | - |
| Spain | X | X | - | - | - | - | - | - | - |
| Sweden | X | X | - | - | - | - | - | - | - |
| Switzerland | X | X | - | - | - | - | X | - | - |
| United Kingdom | X | X | - | - | - | X | - | - | - |
X means the payment method indicated in the applicable column is available in the country indicated in the applicable row.
What is the process when I use my credit card in the LEGO Shop? When you use your credit card, the card will be pre-authorised for payment at the time of ordering. As part of this authorisation process, your bank will place a hold on your account for the purchase amount of the order. The hold will be removed after a number of days determined by your bank.
When will LEGO System A/S charge the amount? LEGO System A/S will charge the amount for the items when they have been shipped.
Can I use PayPal? If you are a consumer in Germany, Canada, France, Denmark or the United States, we accept payment by PayPal. If you select PayPal as your payment method, you will be taken to the PayPal website to log in to your account. You will then be returned to the LEGO Shop website to complete the checkout process. Please know that when you select “Check out with PayPal” from the Shopping Bag page, the delivery address you have with PayPal either by default or by choice, takes precedence over the delivery address registered for your account on LEGO Shop. Thus, you must ensure that the PayPal delivery address is the correct address for the delivery of your LEGO Shop purchases. LEGO System A/S / LEGO Brand Retail Inc. shall not be liable if the delivery address listed in the PayPal account used by you is not your current or correct address.
Can I use direct debit?
It is only possible to choose direct debit when your billing and shipping country is Germany. Your account will be charged when your order has been shipped. Please make sure your account balance is sufficient.
We do not accept partial debits when you use direct debit as the method of payment.
Can I pay by invoice? No, you cannot pay by invoice unless the billing and shipping country is Germany, Switzerland or the Netherlands. However, we reserve the right to request pre-payment on any order.
If you choose to pay by invoice, you must transfer full payment for your order within 18 days after receipt of the products and invoice.
Your order should in most cases arrive within 5 business days (Monday to Friday, excluding bank holidays). Please contact Customer Service if you experience a delay in the receipt of either your order or your invoice.
If you do not make the payment within this period, you will be in breach of contract for delay of payment and we will be entitled to claim interest for delay amounting to 5 percentage points above the Basic Interest Rate, or the highest amount allowed by applicable law, whichever is lower. The items you have ordered will still legally belong to us until we have received full payment from you.
If we do not receive your payment in due time, we will send you a maximum of 3 reminders to pay your invoice before the debt is placed for collection, which may affect your credit rating. We reserve the right to add a reminder fee in accordance with applicable law in each of the reminders that we send to you.
How do I use my VIP Points when paying for an order? If you are a LEGO VIP member, you can use your VIP Points to qualify for discounts on qualifying purchases made through the LEGO Shop online. Please see the conditions for using VIP Points in the terms and conditions for the LEGO VIP Programme here.
- How are my orders delivered?
Where can I get my orders delivered? We only make deliveries to addresses in the following countries:
• Australia
• Austria
• Belgium
• Czech Republic
• Denmark (not Greenland or the Faeroe Islands)
• Estonia
• Finland
• Germany (not Heligoland or a Packstation address)
• Greece
• Hungary
• Ireland
• Italy (not San Marino)
• Latvia
• Lithuania
• Luxembourg
• Metropolitan France (not French Overseas Departments or Overseas Territories, or Monaco)
• Netherlands
• New Zealand
• Norway
• Poland
• Portugal mainland
• Slovakia
• Slovenia
• Spain (not Ceuta and Melilla, Canary Islands or Andorra)
• South Korea
• Sweden
• Switzerland
• United Kingdom (not the Channel Islands or Gibraltar)
It is not possible to deliver orders to addresses outside these countries.
When can I expect to receive my orders? Delivery times vary and depend on the address we are delivering the orders to.
You can see the estimated time of delivery in the Shipping and Handling section on LEGO Shop. You can also see the estimated delivery time in your virtual shopping bag.
Orders from the LEGO Shop, from Pick a Brick and from the Bricks & Pieces selection are shipped separately.
Will I be charged for delivery costs? Yes, delivery costs will be added to the prices of the ordered products. You can see the delivery costs in your virtual shopping bag and in the order review.
In most cases, your order should arrive within 10 business days (Monday to Friday, excluding Bank Holidays).
How will LEGO System A/S help me if I am missing a part of a LEGO set? If your new LEGO set is missing parts or has faulty parts, we replace these parts free of charge though our Bricks & Pieces service.
We strive to make this free replacement available in all countries, but reserve the right to change the availability of the Bricks & Pieces service at any time without prior notice.
We strive to deliver Bricks & Pieces orders within the following period of time:
| Country | Delivery Time in Work Days |
|---|---|
| Australia | 21 |
| Austria | 7-10 |
| Belgium | 7-10 |
| Canada | 10-14 |
| Czech Republic | 7-10 |
| Denmark | 7-10 |
| Estonia | 7-10 |
| Finland | 7-10 |
| France | 7-10 |
| Germany | 7-10 |
| Greece | 7-10 |
| Hungary | 7-10 |
| Ireland | 7-10 |
| Italy | 7-10 |
| Latvia | 7-10 |
| Lithuania | 7-10 |
| Luxembourg | 7-10 |
| Netherlands | 7-10 |
| New Zealand | 21 |
| Norway | 7-10 |
| Poland | 7-10 |
| Portugal | 10-15 |
| South Korea | 10-15 |
| Slovakia | 7-10 |
| Slovenia | 7-10 |
| Spain | 7-10 |
| Sweden | 7-10 |
| Switzerland | 7-10 |
| United Kingdom | 7-10 |
| USA | 7-10 |
What if my orders are delayed? We make every possible effort to deliver products within the estimated timescales as indicated in your virtual shopping bag and order review. However, delays can sometimes occur due to unforeseen events beyond our control.
If your order is delayed, you will be informed of this as quickly as possible.
You agree to let us deliver within an additional period of time appropriate to the circumstances. If we fail to deliver the products within that additional period of time, you are entitled to cancel your order and terminate the contract and your orders. In such cases you will, of course, receive a refund for the products that you have paid for. If you want to cancel your orders, please contact our Customer Service.
What if the products are damaged during transport? If your products are damaged during transport, we will be responsible for such damage.
'During transport' refers to the period during transport until you or someone appointed by you, other than the carrier, have taken physical possession of the products.
If you choose to return the products (regardless of the situation), you will be responsible for damage to the products caused during return transport.
- What if I change my mind and want to cancel my orders? Right of withdrawal
Can I change my mind? Yes, you can change your mind and withdraw from the contract within 14 days. You do not have to give us any reason for changing your mind.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party appointed by you (other than the carrier) acquires, physical possession of the products. If you have ordered multiple products in one order and the products are delivered separately, the withdrawal period will expire after 14 days from the day of physical possession of the last product.
To meet the withdrawal deadline of 14 days, it is sufficient for you to send your notification of withdrawal to us before the withdrawal period has expired.
You should be aware that your right of withdrawal applies only to all items relating to each product. Accordingly, you cannot withdraw from the purchase of certain bricks within a product, but only the product as a whole.
How do I exercise the right to change my mind? To exercise your right to withdraw, you must inform us of your decision to withdraw from this contract by an unequivocal statement by either i) sending us a letter; ii) sending us an email; or iii) contacting Customer Service by phone.
You can use the withdrawal form as set out at the end of these Terms and Conditions if you wish to withdraw in writing, but it is not obligatory.
What happens when I change my mind and withdraw from the contract? If you withdraw from this contract, we will refund any sums paid by you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us).
We will make the refund as quickly as possible and in any event no later than 14 days from the day on which we are informed of your decision to withdraw from this contract. However, we may withhold the refund until we have received the products or you have supplied evidence of having sent the products back, whichever is the earlier.
We will carry out such refund using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of such reimbursement.
Can I change my mind and withdraw from the contract for my orders after the 14-day period has expired? Yes, we provide an extra period of time in addition to your legal right of withdrawal (14 days) when you can rescind this contract.
Accordingly, you can rescind this contract within 90 days from the day on which you acquire, or a third party appointed by you (other than the carrier) acquires, physical possession of the first product ("Extended Right of Return").
The Extended Right of Return begins 14 days after the day on which you receive, or a third party appointed by you (other than the carrier) receives the first product. The Extended Right of Return expires 90 days later.
Please see "How do I exercise my right to change my mind?" above regarding how to inform us about rescinding the contract.
How and when shall I return the products I have received? You must send the products back as quickly as possible and no later than 14 days from the day on which you informed us of your withdrawal from this contract. This applies in all cases where you want to rescind this contract.
You must send the products back to the return address as provided on the package, and the returned products must be accompanied by a Return Authorisation Number (RA Number), which is set out on a Return Label. To receive a Return Label and RA Number please contact our Customer Service.
If you return the products without the Return Label and RA Number you must expect additional processing time.
In what condition should I return the products? You are liable for any reduction in value of the products resulting from the handling of the products other than necessary to establish the nature, characteristics and functioning of the products.
This means that your refund in the event of withdrawal is reduced proportionately with the reduced value other than necessary to establish the nature, characteristics and functioning of the products. You should be aware that the value will be reduced significantly if you open the packaging and the plastic bags inside the packaging, which will result in a much smaller refund if you want to exercise your right of withdrawal. The same will apply if you do not return the entire product, but only parts of it.
During the Extended Right of Return, we only give refunds for unopened products. This means that you cannot receive any refunds after the legal right of withdrawal of 14 days has expired, unless you return the products unopened within the Extended Right of Return. However, if the product you wish to return has been opened, you may be entitled to an exchange or credit on your LEGO account.
Can I use my right to change my mind and the Extended Right of Return in all cases? No, when you have bought one of the following types of products you cannot use your right to change your mind or the Extended Right of Return:
• Sealed audio or sealed video recordings or sealed computer software once they have been unsealed after you have received them. This includes but is not limited to video games and DVDs.
• Products that have been specially made to your specifications or clearly personalised.
Please contact us if you would like to discuss a return of products.
Can I exchange my gift card for cash? No, gift cards cannot be exchanged for cash.
- What should I do if I am not satisfied with my order and/or my experience with the LEGO Shop?
What should I do if I am not satisfied with my order? If for any reason you are not entirely satisfied with an order, please contact our Customer Service. Together with you, our Customer Service will try to find the best solution to ensure your satisfaction with your order and purchase from the LEGO Shop.
Call us free throughout Europe on 00800 5346 1111 (when calling the free phone number from a mobile phone you may be charged by your mobile phone operator). You can also find our contact details in your country on service.LEGO.com. Any complaints will be handled by our Customer Service team in accordance with the relevant national legislation.
We record telephone conversations occasionally when complaints are made to ensure quality in our handling of customer complaints. You will be informed of this before the recording starts.
Email us: click here
I am still not satisfied after the dialogue with Customer Service - what can I do? You have the opportunity to submit a complaint about products purchased from us to the Danish Dispute Resolution Institute, Carl Jacobsens Vej 35, 2500 Valby, Denmark. It is also possible to submit a complaint online via www.forbrug.dk.
You may also use the European Commission online complaints register when submitting your complaint. This is particularly relevant if you are a consumer residing in another EU country. You may submit the complaint by using the following link:
http://ec.europa.eu/consumers/odr/. When submitting the complaint, you must state our email address ShopTermsAndConditions@LEGO.com.
If we cannot reach a settlement through the Danish Dispute Resolution Institute, you have the right to submit a complaint to the Consumer Complaints Board. If you wish to submit a complaint to the Consumer Complaints Board, please follow the link: https://minsag.forbrug.dk/FKVWeb/CheckComplaintStart.aspx
I have found a faulty or broken toy or part - what can I do? If you find a faulty or broken toy or LEGO piece in your order, we will of course replace it free of charge or refund you for the faulty item. We handle such cases in accordance with applicable consumer laws.
Please keep any faulty or broken items until you have received your replacement from us. This is important, since we may ask you to return the faulty or broken piece to our Quality Department for inspection. After all, we want to make sure that the error does not occur again. If we ask you to return something to us, we will pay your shipping fees either upfront or as soon as you have sent us the receipt for the cost of postage, depending on local circumstances.
- Are there any other things I should know about?
How does electronic communication between me and LEGO System A/S work? When visiting LEGO.com or sending emails to our Customer Service team, you are communicating electronically with us. We communicate with you by email or by posting notices on the website. For contractual purposes you consent to receive electronic non-marketing communications from us, and agree that all agreements, notices, disclosures and other electronic communications that we provide satisfy any legal requirement that such communications be in writing. This clause does not affect any statutory rights you might have.
To what extent is LEGO System A/S liable? We assume no liability other than what follows under statutory legislation. Unless provided otherwise by statutory legislation, we cannot be held liable for any indirect or consequential losses, including but not limited to loss of or damage to data through use of any LEGO Group website.
Are the images of the products on the website identical to the products they depict? The images of the products on our website are for illustrative purposes only. We try hard to portray the items on our website accurately. However, slight variations may occur. All measurements quoted are approximate and the reproduction of colours is as accurate as photographic and publishing processes will allow. Please note that there may be variations in colours dependent on the calibration and settings of individual screens. Attention to detail is very important to us. Still, typing errors can occur. In such cases, we’ll correct the error so that the information that applies to the product will be the new, corrected information.
Can I use any product that I buy on the website for commercial purposes? No, products sold through the LEGO Shop are for use by consumers; products sold through the LEGO Shop must not be used for commercial purposes such as promotional campaigns, marketing and PR. Neither can we allow you to associate our parts with any other company's name or logo. For more details, please see our Fair Play Policy.
What if parts of these Terms and Conditions are deemed unlawful or invalid? Should any part of these Terms and Conditions be deemed unlawful and/or invalid and thus not enforceable, this will not affect the validity and enforcement of the remainder of the Terms and Conditions.
What law will apply? These Terms and Conditions are exclusively governed by Danish law, excluding rules of public international law. Any dispute regarding a purchase in the LEGO Shop will be subject to the exclusive jurisdiction of the Danish courts. As you are contracting as a consumer, this will not affect your statutory rights.
Withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
— To LEGO System A/S, Reg. No. 47458714, Åstvej 1, DK-7190 Billund:
— I/We () give notice that I/We () withdraw from my/our () contract of sale of the following products ():
— Ordered on ()/received on ():
— Name of consumer(s):
— Address of consumer(s):
— Signature of consumer(s) (only if this form is submitted on paper).
(*) Delete as appropriate
For withdrawal by consumers in Germany, Switzerland and the Netherlands in circumstances where products were supplied to you on invoiced payment terms, please contact our Customer Service Team on 00800 5346 1111 to discuss how we may process your reimbursement.