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 the number shown below Monday through Friday 9pm - Midnight Auckland time. 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 with your original packing slip or receipt, and we'll give you a full refund in your original payment method – no questions asked! We can also replace or exchange your unopened set. Returns of unopened sets that are not accompanied by a packing slip or receipt will be issued a merchandise credit only.
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.
Software: Returns are only accepted if the item has not been opened. This includes but is not limited to video games and DVDs.
If for any reason you are not entirely satisfied with an order, please contact our Customer Service team:
E-mail us: click here.
Call us at 0 800 534 643; at the prompt please enter the following number: 1 866 321 5346 (Monday through Friday 9pm - Midnight Auckland time).