There are missing or defective pieces in my setUpdated 3 hours ago
Missing pieces are uncommon, but they do happen. Most "missing" pieces turn up after a second look, so please check these first.
Before contacting us
- Check every bag, including unnumbered ones. Large parts such as plates, wheels, axles and panels are often packed in separate bags or loose in the box.
- Check the floor and your work surface. Small pieces easily fall out when bags are opened.
- Check the spare parts. Most sets include extra small pieces. Dark grey, black and dark blue pieces look alike under artificial light.
- Check earlier steps. A piece may have been used in the wrong place a few steps back.
What to send us
Email [email protected] with:
- Your order number
- The name of the set
- A photo of the manual page with the missing or defective piece circled
- The part number and quantity, if your manual has a parts list
- The number of the bag you were building from
If you're missing more than one piece, please send them all in one message.
How we resolve it
- Missing pieces: we ship the replacement pieces to you free of charge.
- Defective pieces (broken, misshapen or the wrong colour): we send replacements free of charge.
- Many pieces missing: we'll send a replacement set or offer a partial or full refund, depending on the case.
Replacement pieces ship separately with their own tracking number and can take as long to arrive as your original order. In most sets, you can keep building other sections while you wait.