LEGO Customer Service

LEGO is a building toy made of small plastic bricks that snap together.

How to reach a person at LEGO

Customer service: (844) 903-5346

lego.com

LEGO Responsiveness rating

3/5

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What you need to know about LEGO

LEGO’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue.
You can resolve a problem with LEGO with our insider guide or through our executive contacts.
LEGO’s customer service policies are standard. Here are our frequently asked questions about LEGO.

LEGO customer service response times

LEGO’s customer service response times can vary depending on the method of contact, the volume of inquiries, and the nature of the issue. However, here’s a general idea of what to expect:

Phone support	Response time: LEGO’s phone support is available at (844) 903-5346. You can expect an initial response within a few minutes to 30 minutes during business hours. Availability: Phone support is available Monday through Friday at 8 a.m. to 10 p.m. Eastern time. Saturday to Sunday at 10 a.m. to 6 p.m. Eastern time, but the response times may be slower during peak periods, like sales events.
Email support	Response time: Email inquiries typically take 1 to 5 business days to receive a response, although it can sometimes be longer if there’s a high volume of customer service requests. Email address: Customers can request an email from LEGO by filing in the form on it’s website.
Live chat	Response time: LEGO’s live chat is operated by LEGO’s chatbot, Sophia, and it can connect you to a live agent. Availability: Live chat with an agent is available Monday through Friday at 8 a.m. to 10 p.m. Eastern time. Saturday to Sunday at 10 a.m. to 6 p.m. Eastern time.
Social media	Response time: LEGO is active on social media platforms such as Instagram, Facebook and X. Response times can range from a few hours to a day depending on the platform and the inquiry’s complexity.

How to resolve a problem with LEGO

This guide on how to solve a customer service problem will help you resolve most problems with the company. You can also refer to the executive contacts below or contact our advocacy team directly.

LEGO mailing address

PO Box 1138
Enfield, CT 06083-1138

LEGO loyalty program

The LEGO Insiders program is a free membership that gives points when you buy LEGO products or do certain activities like registering sets or watching videos. These points can be exchanged for discounts or other rewards. The program also gives members access to some exclusive deals and early product releases.

Facebook

Instagram

TikTok

YouTube

Please check out our expert strategies for resolving a customer complaint before reaching out to an executive at LEGO.

LEGO executive customer service contacts

Primary Contact
Michael Ruyffelaert
Director, Customer Business Planning and Development
100 Print Shop Road
Enfield, CT 06082
michael.ruyffelaert@lego.com

Secondary Contact
Carsten Rasmussen
Chief Operations Officer
100 Print Shop Road
Enfield, CT 06082
c.rasmussen@lego.com

Chief Executive
Niels B. Christiansen
100 Print Shop Road
Enfield, CT 06082
niels.b.christiansen@lego.com

LEGO customer service policies

How does LEGO protect my personal data?

LEGO states it collects personal data like your name, contact info, and purchase history to provide services and improve user experience. This data is stored on secure servers and may be shared with third parties such as payment processors or delivery services. LEGO claims to limit data sharing and to comply with applicable privacy laws. Users have rights to access, correct, or delete its data. However, LEGO still relies on third-party providers, which means data is not entirely under itscontrol.

What is LEGO return and refund policy?

LEGO offers a 90-day return policy for items purchased on LEGO.com. Unopened items with proof of purchase are eligible for a full refund to the original payment method, while opened items may be returned for store credit or exchange. Customized products like Pick A Brick and opened software cannot be returned. Returns are free and can be initiated online, with a prepaid return label provided. Refunds are processed within 1–2 days of receiving the return but may take up to 14 days to appear. Items purchased in LEGO retail stores follow similar rules, with returns accepted with a receipt.

What are LEGO terms of use?

LEGO’s terms of use outline the rules for using its websites, including user conduct, intellectual property rights, and restrictions on copying or distributing LEGO content. By using the site, users agree not to post offensive or unlawful content and acknowledge that LEGO can remove user-generated material at its discretion. The terms also limit LEGO’s liability and describe how disputes will be resolved.

LEGO self-service links

How do I contact LEGO about a missing piece?

To report a missing LEGO piece, go to LEGO’s missing parts page. You’ll need to enter the set number, the specific missing piece, and your contact details. LEGO typically ships replacement parts for free and aims to deliver them within 7–10 business days.

How do I claim missing LEGO?

To claim a missing LEGO piece, visit LEGO’s missing parts page, enter the set number and details about the missing part, and fill out your contact information. LEGO usually sends replacements free of charge and delivers them in about 7–10 business days, depending on availability and location.

Frequently asked questions about LEGO

Does LEGO give free replacement parts?

Yes, LEGO does offer free replacement parts for missing or broken pieces from official LEGO sets.

Who owns LEGO?

LEGO is privately owned by the Kirk Kristiansen family through their holding company, KIRKBI A/S.

Does LEGO buy back old LEGOs?

LEGO does not currently buy back old LEGO bricks. However, through its LEGO Replay program (available in select countries like the U.S.), consumers can donate used bricks, which are cleaned and given to children in need. A limited-time buyback pilot called LEGO® Brick Take Back allowed users to exchange bricks for e-gift cards (around $6 per pound), but this program ended on December 8, 2024. While LEGO itself does not offer brick resale options, users can sell used LEGO sets through third-party platforms like BrickLink or Bricks & Minifigs.

How to get professional help with your LEGO problem

If you need help with LEGO, you can contact our advocacy team or just click the "Get Help" button. For immediate assistance, you can also send us a message on our Facebook group. Note: We do not charge for our advocacy.

Get Help
DISCLAIMER: The names, numbers and email addresses on this page are provided for informational purposes and are believed to be reliable. However, they should in no way be construed as a guarantee of their accuracy by Elliott.org. Company executives change their email addresses and phone numbers frequently to avoid contact with customers.

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