Is The "Regarding your LEGO® Shop order" Email A Scam?

If you're reading this article, chances are you're a huge LEGO fan. And where do LEGO fans go for most exclusive sets? Either LEGO.com or to a physical LEGO store.

As digital shoppers, it's critical to be wary of online scams. In 2025, Australians lost $2.18 billion to scammers across the year. So, seeing the following LEGO-branded email AFTER you've already received your LEGO set delivery may raise alarm bells in your head.

An email from LEGO advising an outstanding payment.

The email reads:

"Dear ______,

Thanks for your recent LEGO.com order T_________.

We were unable to process the payment of ______ (your currency) for your order. Please give us a call so we can get this fixed.

You can reach us at 1800 943 595. We're open 24 hours from Monday to Friday.

For security purposes, you should never send your credit card information via email.

Best wishes,

LEGO® Customer Service"

If you're not an avid LEGO shopper, or have only just received this email for the first time, it's very easy to mistake it for a scam. It's often sent to customers who have already received their LEGO delivery, sparking immediate confusion for customers who may have purchased the set weeks ago.

What Triggers The Email?

It's an automated email that is generated & sent to customers when a payment bounces. The most common circumstance for this, according to The LEGO Company, is when customers pre-order a set. Typically a customer will pre-order a LEGO set and a pre-authorisation hold will be made to the card. For example, if you pre-ordered a $1000 LEGO set, you would have a temporary pre-authorisation hold put against your card for a certain number of days. This hold only appears temporarily, before the funds are available to be spent again.

Once the set is actually released & shipped out of the warehouse, LEGO then makes a proper charge to your credit or debit card - and if that bounces due to a lack of funds, you'll receive an email similar to the one pictured above. In this instance, the email I received was sent to me by LEGO almost 3 weeks after I'd already received the set.

How Do I Know The Email I Received Is Legitimate?

Good question - there's a very easy way to tell if the email you received is real, or if a scammer sent it. If you're not sure the email you received was actually from The LEGO Company, your safest option is to visit their official website (LEGO.com) and call the phone number on their website. Then, quote the order number you received in the email. LEGO employees will normally ask for the name, email address and postal address registered to your account, then they'll check for outstanding payments. If the email was real, they'll then get you to complete the transaction over the phone.

What Happens If I Ignore the Email?

The LEGO Company may suspend your account or prevent you from making further purchases if you do not contact them back. It can be a bit of a pain having to call them and resolve the issue, but in our experience it typically takes less than 6 minutes to get hold of an employee over the phone and begin resolving the issue.

So there you go! If you received this email it's most likely legitimate. For more LEGO news, events, competitions and advice, keep an eye on Brick News.