LEGO Shop Home Return Policy
We believe our toys and other products must live up to your highest expectations, and our service must live up to the quality of our toys. If for any reason you need to return your order, it’s easy! Simply follow the instructions listed on the back of the packing slip you received with your order.
All returns or exchanges must be made within 90 days of receipt of your order and must be accompanied by a Return Authorization Number. To obtain a Return Authorization Number, please call Customer Service at 1-800-835-4386 between the hours of 8:00 am – 10:00 pm EST Monday through Friday and 10:00 am – 6:00 pm EST Saturday and Sunday. Returns of orders that do not include a Return Authorization Number may be subject to additional processing time and delay in crediting your account. Return address information can be found on the reverse side of your packing slip or on a separate sheet included in your order. All refunds are made in the original payment method. For orders purchased by check or money order, a refund check will be made payable to the “Ordered By” name. Shipping and handling charges are non-refundable. We recommend using a shipping method that can be tracked and insured for your protection.
Unopened Sets: Simply return your unopened LEGO set to the address listed on your packing slip. If the total value of the unopened set is under $200, you can return your unopened LEGO set to any of our LEGO Brand Retail stores with your original packing slip or receipt, and we'll give you a full refund to your original payment method. Returns of unopened sets to a LEGO Brand Retail store that are not accompanied by a packing slip or receipt will be issued a merchandise credit only and will require photo identification. Total value of returned items over $200 cannot be returned in the store.
Opened Sets: Returns of opened LEGO sets must include the original packing slip or receipt and can be returned for exchange or merchandise credit only.
Customized Orders: Customized items such as LEGO Pick A Brick orders cannot be modified, returned or exchanged.
Return Time Frame: You can expect your refund in 5-7 business days after we receive and process your return. Please add an additional 1-2 weeks for your package to arrive at the warehouse. This will vary by shipping method and location.
Software: Returns are only accepted if the item has not been opened. This includes but is not limited to video games and DVDs.
Gift Cards: Gift cards cannot be returned and cannot be exchanged for cash.
If for any reason you are not entirely satisfied with an order, please contact our Customer Service team:
Email Us: Click here.
Call Us: Toll-free 1-800-835-4386 (Monday-Friday 8am-10pm EST; Saturday-Sunday 10am-6pm)
Write to Us: (Please do not send product returns to this address. Refer to packing slip for returns address.)
LEGO Brand Retail
P.O. Box 1138
Enfield, CT 06083-1138