Missing Parts in Flat-Pack Furniture: What to Do
Found a missing screw, panel or fitting in your flat-pack? How to check, document and request spare parts, and what to do when help is already booked.
Few things are more frustrating than reaching step 14 of an instruction booklet and finding a bag short of cam locks. Missing or damaged parts happen. Handling them calmly and in the right order saves time and avoids a half-built piece blocking your room.
Before you panic: check properly
- Compare the parts list in the booklet with everything on the floor, counting each item.
- Check inside every box, packaging fold and polystyrene corner. Small bags are easily missed.
- Look inside drawers or between panels if they came pre-assembled.
- Check you are not mistaking similar fixings. Screws of different lengths often look alike.
- Check the instruction diagrams; some fixings are shown only in later steps.
If you build as you go, stop where you are rather than forcing a substitute.
Document what you find
Take photos of the contents laid out, the parts list, and any damage. Note the product name, model code and the date of delivery. If a panel is cracked or scratched, photograph both sides and the edge. This evidence makes any request faster.
Request spare parts
Contact the retailer or manufacturer
Most retailers and manufacturers supply spare fixings or replacement panels. Look for the packaging label or booklet for a customer-service contact, and quote the model code, part number and photos. Be specific: "one panel marked D, left side, damaged in transit" is easier to act on than "something is missing".
Know your rights
For goods that arrive faulty or incomplete, UK consumer law generally allows you to ask for a repair, replacement or other remedy from the seller. Keep your order confirmation and contact the seller promptly. This is general information only; official consumer advice services can help with specific disputes.
Avoid improvising with structural fixings
A different screw from your toolbox may seem fine but can weaken a structure, particularly in beds, wardrobes and children's furniture. Where the item bears weight or must be stable, wait for the right part.
If an assembler is booked
Tell the provider as soon as you know, ideally before the visit. Options include:
- Rescheduling for once the part arrives.
- Having the assembler build as much as possible and returning to finish.
- Asking whether they carry spare fixings for standard parts, though you should not rely on that.
Make the arrangement clear in messages, including any change to price. Our guide on what to prepare before an assembler arrives explains why checking parts a day earlier avoids paying for time lost to a missing component. If there is a dispute with a provider you cannot settle, the help centre is the place to start.
Second-hand and disassembled items
With second-hand pieces, there is rarely a retailer to ask. Common solutions include:
- Searching the model name for a digital copy of the booklet.
- Buying matched fixings from a hardware shop by taking a sample.
- Photographing the item before dismantling, so reassembly is straightforward.
If you are dismantling furniture for a house move, bag and label every fixing. See dismantling furniture for a house move for a tidy process.
Preventing missing parts next time
- Open boxes soon after delivery rather than months later, so claims are in time.
- Keep fixings bags together in a box.
- Take a photo of the parts list and each bag when opened.
A step-by-step approach
- Stop assembling as soon as you realise a part is missing, so you do not put things together in the wrong order.
- Check inside every packet, behind cardboard inserts and in the corners of boxes.
- Compare against the parts list in the manual, counting each bolt, screw and dowel.
- Photograph the contents, the parts list and the parts that are missing.
- Contact the retailer or manufacturer with the product name, code and your photos.
- Ask for a delivery date for the spare, and whether a replacement set is sent in one parcel.
What to include in your message
- Product name, model number and order number
- The part code or description from the booklet
- Photos of the contents and the packaging label
- Your name, address and a good time for delivery
Temporary measures that are safe, and ones that are not
It is reasonable to build the parts that do not depend on the missing item, such as the carcass of a drawer unit. Do not replace a structural bolt, bed fixing, cot screw or anything holding weight with a random substitute, because mismatched threads and lengths can fail under load.
If the job is already booked
Tell the assembler in advance through your messages, so the visit can be rearranged if needed or limited to the items that are complete. See what to prepare before an assembler arrives for a quick pre-visit check that spots gaps early.
Frequently asked questions
How long does a spare part take to arrive?
It varies by retailer and part. Some send fixings within days, while larger panels may take longer. Ask for an expected delivery date and whether you can collect it.
Can I return the whole item instead?
You may be able to, depending on the seller and the state of the packaging. Do not build further until you know your options, as partly assembled pieces can complicate returns.
Can an assembler supply missing screws?
Some carry general-purpose fixings, but they cannot always match specific fittings, and structural parts should come from the manufacturer. Ask before the visit rather than assuming.