LEGO Return Policy: 90 Days, Free Returns, Opened Sets & LEGO Stores

LEGO's US return policy is simple for unopened LEGO.com orders, but the answer changes once a box is opened, when the order is a custom one, or when you'd rather walk into a store. This guide covers LEGO.com orders and LEGO-run stores in the US, using LEGO's own returns and help pages.

How long you have to return a LEGO order

You have 90 days from the day you receive your package to return a LEGO.com order, and the return is free of charge ². The clock starts at delivery, not at checkout ¹.

Sets bought in a LEGO Store also have a 90-day limit: as long as you bought them in the last 90 days, you can take them back to the store ³.

We didn't find a separate holiday return extension on LEGO's US returns pages when we checked them, so plan around the 90-day window ².

How to return a LEGO.com order online

Most US returns start on LEGO.com, whether you ordered while signed in or as a guest ²:

1. Go to the My Orders page. If you have an account, select the sets you want to send back ¹.
2. Checked out as a guest? Enter your order number and email, and LEGO sends you a return processing link ¹.
3. Make sure the items are in their original condition ¹.
4. Pack everything securely in a sealed box ¹.
5. Attach the prepaid label LEGO gives you and drop the package at a UPS drop-off point ¹².

If your order came with a gift with purchase, include it when you return the qualifying item or order ⁴. If the online flow gives you trouble, LEGO's Customer Service team can help ¹: call 1-844-903-5346 for English or 1-833-692-5346 for Spanish ⁵.

Opened sets and what LEGO won't take back

The online returns process is built for items in original condition ¹. To return an opened item from a LEGO.com order, contact Customer Service ¹. Two things to know before you call:

• You must include the original packing list or receipt with the opened item ¹.
• You won't get your money back: credit comes as a LEGO Gift Card or an exchange for something else of the same value ¹.

Some orders can't be returned at all. LEGO currently doesn't accept returns of ¹:

• gift cards;
• Pick a Brick Bestseller and Pick a Brick Standard orders;
• Minifigure Factory customized orders;
• Create a Minifigure orders.

LEGO gift cards also can't be exchanged for cash, unless the law requires it ⁵.

Refunds: how and when you get your money

For a standard return, LEGO refunds you in the original payment method ¹. The timing depends on which LEGO page you read, so it helps to know both:

• LEGO's returns page says it refunds your order within 14 business days of receiving the return ¹.
• Its delivery and returns help page says processing starts within 1-2 days after the items arrive, and the refund can take up to 14 days to reach your bank ⁴.

Opened items are the exception: they're credited as a LEGO Gift Card or an exchange, not refunded to your card ¹.

Returning a LEGO.com order to a LEGO Store

You can bring a LEGO.com order to a LEGO Brand Retail Store, but the rules are narrower than for a mail return. The store can take unopened sets if the total value of the return is under $200, and it needs the original packing list or a receipt dated within 90 days ¹. The full refund is issued as a Gift Card, not back to your card ¹.

LEGO Brand Retail Stores can't accept these returns from LEGO.com orders ¹:

• returns with a total value over $200 ¹;
• unopened sets without a confirmation of purchase;
• clothing, apparel or footwear;
• opened sets;
• opened software, such as video games and DVDs;
• Pick a Brick Online (Standard and Bestseller), Create a Minifigure and Minifigure Factory orders.

For unopened sets, if you want the money back on your original card or the return is worth more than the store limit, the free mail return is the better route ¹².

Returning something you bought at a LEGO Store

Purchases made in a LEGO Store follow their own rules. You have 90 days, and a Brick Specialist in the store handles the return ³:

• Sealed sets with a receipt: full refund, in the same form of payment you used ³.
• Opened sets with a receipt: exchange or store credit only; check with the store first, because it may limit which items it accepts ³.
• Gift cards, Pick & Build wall and Build a Mini tower purchases: can't be returned or exchanged ³.
• Clothing, apparel or footwear: LEGO Stores can't accept these returns, so contact LEGO directly ³.

LEGO Certified Stores are a separate case

Not every store with LEGO branding is run by the LEGO Group. Sets bought at a LEGO Certified Store must go back to that same store, because the LEGO Group doesn't manage those locations ¹. It works the other way too: Certified Stores don't take returns of sets bought on LEGO.com or in a LEGO Store ¹.

Bought your set somewhere else entirely, such as a big-box store? That retailer's own policy applies; see our guides to Target returns and Walmart returns.

Missing pieces, faulty parts and shipping damage

A missing brick isn't a reason to send the whole set back. If a new LEGO set is missing parts or has faulty parts, LEGO replaces them free of charge through its Bricks & Pieces service ⁵. Hold on to the faulty or broken items until the replacement arrives: LEGO may ask you to send them to its Quality Department, and if it does, it pays the shipping ⁵.

If your order arrives damaged, LEGO is responsible for damage that happens during delivery ⁵. Once you ship a return, though, you're responsible for damage during return transport ⁵, so use a sturdy, sealed box ⁴.

Cancelling an order instead of returning it

If the order hasn't shipped, cancelling saves you the return. You can cancel online until any item in the order has an "In Warehouse" status ⁴. After that, online cancellation isn't possible, but Customer Service can still cancel individual items that haven't reached the warehouse ⁴. If you paid partly with LEGO Insiders points and cancel, contact LEGO to have the points added back to your account ⁴.

Quick tips

• Count 90 days from delivery, not from the order date ².
• Don't open a set you might return: opened items get gift card credit or an exchange, not a refund ¹.
• Send back any gift with purchase along with the qualifying item ⁴.
• For a refund to your original card, mail the return instead of taking it to a LEGO Store, where LEGO.com refunds come as a Gift Card ¹.
• Missing pieces? Request replacements instead of returning the set ⁵.

More retailers' rules are in our returns policies hub and on the LEGO store page.