So, you’re almost done with that big LEGO set you bought. It’s really coming together until you realize that one of the pieces is missing. Not just missing, but was never included in the box. You’re going to need a replacement, and thankfully, LEGO is happy to help. The best part? It will be completely free most of the time.
Mistakes in the manufacturing and packaging process happen all the time. With how small LEGO bricks are, it’s understandable that one or two may occasionally be left out of a box, even if it is a bummer. LEGO pieces may also come damaged in some way, such as miscolored or snapped bricks, which LEGO will also replace. The instruction booklet can also get ripped or torn in packaging, so we’ll cover your options for replacing those as well at the end of the article.
By heading over to the customer service section of LEGO’s website and clicking on “BRICKS & PIECES,” you’ll be immediately shown the available options when it comes to replacing lost or damaged bricks. You choose “Missing” or “Broken” bricks (which are nearly identical processes), input your country and age, and then the ID number for the set you need help with, which is on the outside of the set’s box.
Worry not if you already threw away the box for your set—you should have no issue finding the set’s number online (websites like BrickLink are great for this). Even if you can’t find it, you can just write a text description of the set and the brick you need to be replaced. Giving as much detail as possible is recommended so you can be sure they’ll send you the right piece.
If you do know the set number, however, it’s as simple as selecting the parts you need from the menu. If you’re going through the “Broken Pieces” support channel, you will also need to explain how the pieces are broken. Sometimes, certain pieces may be unavailable or out of stock; if that is the case, LEGO will either alert you when the piece is back in stock or offer a substitute.
After this and inputting your shipping info, you should be finished. For the vast majority of bricks, the replacement will be completely free, and LEGO won’t even ask for proof of purchase. Typically, replacement pieces take 7-10 business days (depending on location) to show up at your door—LEGO also covers the shipping cost.
But we did say majority, because larger, more expensive bricks will typically require you to provide proof of purchase. This is especially true with mini-figs, which is understandable considering the cost of producing those. And, you don’t have to worry about digging through receipts either. All LEGO asks for as proof of purchase is a unique code printed on the back of your set’s instruction booklet.
But What if I’m Missing More Than a Few Pieces?
Larger LEGO sets can have thousands of pieces in them. Because of this, the pieces come in multiple smaller bags for the sake of organization. However, in some rare cases, you can get sets with entire bags missing, meaning you’re likely missing hundreds of pieces. In a situation like this, the normal measures we outlined above probably won’t work, as LEGO is a lot more suspicious of people asking for 200 pieces compared to just 2.
In that case, your best bet is to get into contact with LEGO’s normal customer service via email, phone, or online chat. Explain your situation to them, and they will help you get the bricks you need.
Does This Work if the Loss Was My Fault?
If the loss of the LEGO piece was on your end, LEGO does ask that you purchase the bricks individually. Prices vary per piece (but are usually in the 20-30 cents range), and you will be covering shipping as well. Besides that, the process is identical to replacing lost or broken pieces.
What About Instruction Booklets?
If your set’s instruction booklet is missing or damaged, LEGO does offer services to solve this problem as well. By going to the Building Instructions Customer Service page, you can input your set’s ID number or just find the set by its theme and name, and LEGO will give you a couple of options.
You can just download the PDF version of the instruction booklet, which can be viewed on your device or be printed out. You can also download the LEGO Building Instructions app (for iOS or Android), which has instructions for sets dating back to 2015.
It’s great how simple LEGO has made the process of replacing bricks. With the current system in place, any fan of LEGO (or parent of a fan) will be able to make sure they got every piece they paid for.