Question 1

How can I make an online return?

Accepted Answer

Visit the ‘My Orders’ page.
Members can select the sets to return.
Guests must enter their order number and email to receive a return processing link.
Make sure the items you’re returning are in their original condition.
Package your items safely and securely in a sealed box.
Attach the pre-paid label.
Drop your items at your local drop off point.

Question 2

Do you have any return restrictions?

Accepted Answer

Right now, we can't accept returns for the following:

Gift Cards
Pick a Brick Bestseller orders
Pick a Brick Standard orders
Minifigure Factory customized orders

If you'd like to return an opened item, please get in touch with our Customer Service team.

Opened items must include the original packing list or receipt when returned.
Credit for opened item(s) will be given in the form of a LEGO Gift Card or exchange for something else of the same value.

Question 3

Can I get help over the phone?

Accepted Answer

If an online return sounds a little tricky, contact our Customer Service team and we’ll help you get this sorted.

Question 4

Can I return an item to a LEGO Brand Retail Store?

Accepted Answer

You can return unopened sets if the total value of the return is under $200. To process your return, we’ll need the original packing list or receipt dated within 90 days. A full refund will be issued in the form of a Gift Card.

LEGO Brand Retail Stores can’t accept returns for:

Returns with a total value over $200.
Unopened sets without a confirmation of purchase.
Clothing, apparel or footwear.
Opened sets.
Opened software, including but not limited to video games and DVDs.
Pick a Brick Online (Standard and Bestseller) and Minifigure Factory orders.

Question 5

Can you offer a refund for a set bought at a LEGO Certified Store?

Accepted Answer

Sets bought from a LEGO Certified Store must be returned directly to that store as these locations aren’t managed by the LEGO Group. These stores don’t offer returns on sets bought directly from LEGO.com or a LEGO Store either.

All you need to know about LEGO® Returns

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