About BrickMend
BrickMend is an independent reference site about a single problem: a LEGO set is missing a piece, or a piece arrived broken, and you want it replaced. The site documents what the official replacement service actually does — what it asks for, how long it takes, why requests get refused without explanation, and which of the three available routes fits which situation.
Last updated 17 September 2026.
Why this exists
The replacement service itself is not a secret, but almost everything useful about it is undocumented. The official form tells you which two numbers to enter. It does not tell you that the form auto-declines on patterns rather than facts. It does not tell you that a phone call frequently reverses an online refusal. It does not tell you that the flag it raises can extend past your account to your address and your payment card.
That gap has a cost. Builders assume a part cannot be replaced when it can. They abandon sets over a single missing element. They file requests in ways that trip an automated check and then never learn which rule they broke.
Where the information comes from
The practical detail on this site is drawn from first-hand accounts that builders have published in public community discussions — people writing up what they asked for, what they received, how long it took, and what went wrong. When a number of independent accounts describe the same outcome, we treat it as a pattern and write it down.
Where a claim comes from official policy rather than from experience, it is marked as such. Where the official pages publish no figure — there is no published cap on how many pieces you may request, for instance — this site says so instead of inventing one.
What this site is not
- It is not official. BrickMend is not affiliated with, endorsed by, or sponsored by the LEGO Group. Nothing here is a statement of official policy.
- It does not sell anything. No parts are sold and no orders are taken by this site. Some links to the parts marketplaces mentioned in the guides are affiliate links, which means this site may earn a commission if you buy through them, at no extra cost to you.
- It cannot file a request for you. This site explains the process; it does not submit anything on your behalf and never asks for your account details.
Who runs it
BrickMend is run by The BrickMend team. Corrections are genuinely welcome: if something described here does not match what happened to you, or a figure has gone stale, send a note and it will be checked and corrected.