Terms and Conditions

  • WHAT ARE THESE TERMS AND CONDITIONS ABOUT?

    If you buy with us in store or shop online, these terms and conditions give you all the information you need. Terms and conditions for in-store purchases may vary depending on the store you visit. We have other important terms that we like you to read including our Privacy Policy and Returns Policy.

    The formal stuff: IKEA Limited is a company registered in England with its registered office at Witan Gate House, 500-600 Witan Gate West, Milton Keynes, MK9 1SH and company number 01986283. Our VAT number is 527773320. We are licensed to sell under the IKEA brand name by Inter IKEA Systems B.V., a company registered in the Netherlands.

    These general terms and conditions and the policies may change from time to time so please check these before making any purchase.

    If you have any questions about these general terms and conditions or the policies please contact us at IKEA, Customer Support Centre, Kingston Park, Peterborough, Cambridgeshire, PE2 9ET, Telephone number: 0203 645 0000, e-mail:customer.service@ikea.com.

  • USING OUR WEBSITE AND SHOPPING WITH US ONLINE

    These terms and conditions are specific when using our website and shopping with us online. 

    Information on our website
    We try our best to make sure that all information on our website, including descriptions of our products and listed prices are accurate at all times. However, if we do make a mistake we’ll try to resolve it as soon as possible, and if we spot that an error has affected your order we’ll do our best to let you know. 

    When browsing our website the colours of products may vary depending on a few factors your display settings.

    - Pictures and images on our website are for illustration purposes only. For an accurate description of any product and details of what is included with the product, please read the product description;

    We will do our best to check our website for viruses but we do not warrant that the website is free of viruses or other malicious content. 

    Product availability
    All products are subject to availability and so we may not be able to supply your order. In unforeseen circumstances and with or without notice we may have to stop selling products through IKEA Shop online either temporarily or permanently.

    We will not be liable for any losses you sustain as a result of updating or modifying our website.

    Security
    Please make sure that your login details, password and all your other account details remain confidential at all times. If you know or suspect that the security of your account is at risk, you should  contact us.

    Eligibility to order products
    You can only purchase from IKEA Shop Online if you are aged 18 or over and a resident of the United Kingdom. You will need an active email address and a telephone number so that we can easily contact you.

    All products sold through IKEA Shop Online are intended for domestic use only: products are not suitable for commercial or industrial use unless expressly stated.

    Placing your order
    Your order counts as an offer to purchase goods from us. 

    After placing your order, you will receive an Order Acknowledgement email. This contains details of the products you have ordered, the total cost of the order (including delivery) and an order number. It also constitutes the VAT receipt for your product(s).

    Order acceptance
    Acceptance of your order will take place when we despatch the product(s) to you. Until we despatch the product(s), no contract will have been formed between us.

    Although we hope to be able to supply all products ordered, we reserve the right, at our discretion and without the need to give reasons, not to accept any offer at any time. If we refuse your order we will let you know as soon as reasonably possible.

    Payment
    You can pay with all major credit and debit cards and IKEA Gift Card.

    We will take payment from your card at the time you place your order. Taking payment does not mean we have accepted your order and if for any reason we are unable to accept your order we will provide you with a full refund within 14 days. 


    Pricing
    Unless otherwise stated all prices shown at IKEA Shop Online are inclusive of VAT and other applicable taxes. The product prices shown do not include the delivery fee, which will be added to your total order price.

    Online
    Not all promotions that are offered by IKEA Shop Online will be available in-store, and vice versa. We reserve the right to adjust prices, products and special offers at our discretion.

    Pricing errors
    If we discover an error in our pricing we will inform you as soon as possible and you will then be given the option of cancelling or re-confirming your order at the correct price.

    If for any reason we are unable to contact you using the contact details you have provided we will treat the order as cancelled and notify you by email.

    Any cancelled orders will be refunded within 14 days of notice of the cancellation.

  • DELIVERY GENERAL TERMS

    About these terms
    If you have any further question visit our home delivery pages for more information.

    We sub-contract our Delivery Service to trusted transport service providers, however we’ll always remain responsible for the performance of the Delivery Service.
     

    Delivery charges
    The delivery charges are based on your postcode, the weight, size, nature, and value of your products as well as   delivery to a single property or address. Promotional delivery charges will apply at our discretion and may be withdrawn at any time before the booking is taken. For more details of our delivery fees, please see our delivery information here

    Online delivery dates
    You can check  the days that we deliver online purchases to your area on our website at http://www.ikeadeliverychecker.com

    We aim to deliver your online order within 14 days of purchase, depending on stock availability and the delivery address. We will deliver your order within 30 days of the order date unless otherwise agreed between us.

    We will try our best to meet the delivery date, however there may be times where we are unable to do this and your confirmed delivery date will be different. We would advise you not to make any plans to accept your delivery, for example booking time off from work, until we have confirmed the date with you. If you will not be available, please request a different delivery date as soon as possible and no later than 48 hours before the planned delivery date by speaking to an IKEA Customer Support Centre: contact us

    Checking the status of your delivery
    You can use your order number along with you surname, email address or postcode to view your order status

    Changing the date of delivery
    If you would like to change your delivery time or date, please contact IKEA Customer Support Centre who will advise if this is possible contact us

    Our liability
    In the event of any unforeseen circumstances (such as lorry breakdown, traffic accident, major traffic delays or severe weather) we will do our best to contact you to rearrange an alternative delivery timeslot or date. We will not be responsible for any losses incurred due to a delay in delivery arising out of any cause beyond our control.


    We will only supply our Delivery Service for domestic and private use.

    Delivery restrictions
    Unfortunately we are unable to deliver perishable products (including plants).

    Before the delivery, please ensure that there is sufficient access and space and that any staircases and lifts providing access are suitable for the delivery. Please move fragile objects which could be damaged during the delivery, such as lights, vases, and pictures.

    Every effort will be made to deliver the products to your room of choice, provided it is safe and practical to do so. However, if our delivery staff believe it is unsafe to deliver the products to this room, then an alternative room will be agreed with you where possible. If our delivery staff consider that delivery to the room of your choice is likely to cause damage to the products or to the property, they will let you know and record the concern on a delivery document. You can still accept the delivery but we will not be liable for any damage caused to the products or the property. However our delivery staff will take reasonable care when delivering the products.

    Our delivery staff are not permitted to and will not: remove doors, windows, doorframes etc in order to complete the delivery. You must arrange this before the delivery takes place. Our delivery staff do not carry any specialised lifting equipment and will not unpack or assemble delivered products or remove any packaging. Our delivery staff will not remove their footwear whilst making deliveries. If you are concerned about possible damage to flooring, please make sure you cover the flooring with protective sheets.

    What information do we require from you?
    When you arrange your delivery, we will ask you to provide certain information. This information will be recorded on the delivery document and the delivery will take place at the delivery address you specify. If you provide us with incomplete, incorrect or inaccurate information or instructions, we may cancel the delivery by giving you written notice.

    You are responsible for ensuring that you are available to accept delivery. If you are not, there must be an adult available who is capable of receiving delivery on your behalf, and you agree that we can rely on their instructions as if they were your own. Our delivery staff are not permitted to leave any products that have not been signed for.

    On delivery, you will be asked to examine the products, check the condition of the packaging and whether the correct number of packages have been delivered and be asked to sign the delivery document confirming this. If there are any issues, you should record this on the delivery document. Missing products will be re-ordered and damaged/incorrect products will be returned and replaced and delivered free of charge. This will not affect your legal right to notify us within a reasonable time at a later date if you find a defect in your products. If you refuse to sign the delivery document, this will be taken as refusal to accept delivery.

    Damaged items
    If items within packaging are faulty or damaged, please notify IKEA Customer Support Centre contact us as soon as possible after delivery. Please keep any damaged product so that we can inspect it at a later date. If you dispose of any damaged product before we have had the opportunity to inspect it, then this could affect any claim. We will always attempt to replace any damaged product. However if we are unable to do so we will refund you with the full amount you have paid for the product(s) together with any relevant delivery charges. 

  • RETURNS AND CANCELLATION
     

    Returns
    You can return new and unused product(s) within 365 days of making your purchase. We will give you a refund by the same method as your original payment for products that are returned with proof of purchase in new and unused condition and, if possible, the packaging. You can return any product, even if you assembled it, as long as it's in re-saleable condition. Unless faulty, we may refuse the return or offer an exchange or gift card only if the returns criteria are not fully met.

    We will refund the price you paid for the goods and credit the refund you are due to the credit, debit or gift card that you made payment with. However, please note that we are permitted by law to reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which goes beyond what is necessary to establish the nature, characteristics and functioning of the goods.

    For more information about cancellation or return of orders online or via e-mail click here

    Cancellation or return of orders made online or via e-mail
    Once you have placed your order you can cancel up until 14 days after the delivery date and we will provide a full refund. 

    How to cancel 
    If you would like to cancel your order, you just need to let us know that you have decided to cancel. To do this you can call us on 020 3645 0015 with your Order Acknowledgement email to hand. Alternatively you can notify us online here or by post to our Customer Support Centre, Kingston Park, Peterborough, PE2 9ET. You can do this either in writing or by using our cancel my order email form. Please include your order number and clearly specify which product(s) you wish to return. 

    Returning your items
    If you have already received your order, it needs to be returned to IKEA in full and in resalable condition before the refund is made. We also ask that you return the packaging wherever possible. You can arrange collection of cancelled online orders by contacting us . Please have your order number and delivery receipt to hand. We will then arrange for a collection. You can also return product(s) to any UK IKEA store. You will need to take a copy of your Order Acknowledgment email, delivery receipt and the payment card with which you paid for the product(s).

    For all online purchases returned after 14 days you are responsible for the cost of returning the product(s) unless the product is faulty or not as described, in which case we will refund any reasonable costs you incur in returning it to us. If you are returning your product(s) because they are faulty or incorrect, no collection fee will be charged. We will make any refund due to you as soon as possible and within the following timelines:

    •         If you have received the product(s) and we have agreed not to collect them from you, 14 days after the day on which we receive the product(s) back from you (or if earlier, the day on which you provide us with evidence that you have sent the product(s) back to us; or

    •         If you have not received the product(s) or you have received them and we have agreed to collect them from you, 14 days after you inform us of your decision to cancel the contract.

    If you decide to return products to us after you have started to assemble them then you should disassemble them to the extent necessary to allow them to be properly returned. However, if disassembly is reasonably likely to cause damage to an item please leave it assembled and let us know by contacting us or alternatively you can speak to an IKEA Shop Online advisor on 020 3645 0015.

    You agree to take reasonable care of the product(s) from the time that they are delivered to you until the time that they are returned.

    Collection of items

    Collection of the product(s) will only take place from the delivery address to which they were delivered and will be subject to the following:

    • You agree to provide IKEA Shop Online with as much detail as possible of relevant features of the delivery address which floor the items are to be collected from, whether there are any narrow doors etc) in order to help our representative prepare for the collection;
    • You agree to ensure that there is suitable access to the chosen collection location;
    • If our representative reasonably considers that collection from the room of your choice is likely to cause damage to the product or to your property, they will inform you and record this concern on the collection document. You may instruct our representative to collect the product in spite of such concern but we will not be liable for any damage caused to your property or to the product as a consequence of us attempting collection on your instructions (provided that reasonable care is taken in collecting the product);
    • You agree to give our representative all products which are being returned, including all component parts of such products and all related items or accessories (and if possible the original packaging) which are included in the price of the products being returned;
    • A collection document must be signed by you to confirm that the collection has taken place. The collection document will be provided by the representative who comes to collect your products;
    • If you are not personally available to accept collection of the products you may appoint a representative to do so on your behalf. The representative must be an adult capable of supervising collection on your behalf, and you agree that we will be entitled to rely on the representative's instructions as if they were your own.

    Your consumer rights

    IKEA returns and delivery policies are in addition to and do not affect your legal rights in relation to goods that are faulty or not as described. For more information contact your local Citizens Advice Bureau www.citizensadvice.org.uk

    Our liability

    We will not be liable to you for any loss of revenue, profits, anticipated savings, goodwill or business opportunity, for any injury to your reputation or for any losses that are not reasonably foreseeable by both of us at the time your purchase is made or your order is accepted.

    Despite the limitations in paragraphs above, we do not in any way limit our liability to you for death, personal injury or fraud.

    Where you buy as a consumer, these general terms and conditions and the returns policy will not affect your rights under law which cannot be otherwise excluded. For more information contact your local Citizens Advice Bureau

    General terms relating to our relationship with you
    If you would like more information about IKEA, or want to get in touch with us, please contact us. or you contact customer services on 020 3645 0000.

    Your consumer rights
    IKEA returns and delivery policies are in addition to and do not affect your legal rights in relation to goods that are faulty or not as described. For more information contact your local Citizens Advice Bureau www.citizensadvice.org.uk.

    Our Liability
    Our entire liability to you under these general terms and conditions and returns policy shall not exceed the price paid for the goods you have purchased through IKEA Shop Online, provided that we take reasonable care when we deliver the goods to you.

    We will not be liable to you for any loss of revenue, profits, anticipated savings, goodwill or business opportunity, for any injury to your reputation or for any losses that are not reasonably foreseeable by both of us at the time your order is accepted.

    Despite the limitations in paragraphs above, we do not in any way limit our liability to you for death, personal injury or fraud.

    Where you buy as a consumer, these general terms and conditions and the returns policy will not affect your rights under law which cannot be otherwise excluded. For more information contact your local Citizens Advice Bureau www.citizensadvice.org.uk.

    Events Beyond Our Reasonable Control
    We will not be responsible for any delay or failure to comply with these general terms and conditions or the returns policy if the delay or failure arises from any event which is beyond our reasonable control. Such events would include (but are not limited to) fires, floods, earthquakes, storms, natural disasters, war, civil unrest, acts of terrorism or malicious damage to or destruction of our premises, equipment or goods. 

    Waiver
    If you breach these general terms and conditions or the returns policy and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach the general terms and conditions or returns policy. 

    Invalidity
    In the event that one or more of the terms set out in these general terms and conditions or in the returns policy is held to be invalid by a competent authority, the remaining terms shall continue to have effect and you will still be bound by them.

    Privacy
    Personal information, such as your contact details, that you provide to us during the order process will be kept and used by us in accordance with our  Privacy policy.

    Disputes
    In the event you have a complaint regarding a product or service purchased from IKEA, please contact us at customer.service@ikea.com.

    In the unlikely event that our Customer Relations team are unable to resolve your complaint, and you are still not satisfied following the conclusion of our complaints handling procedure, you may refer your complaint to The Retail Ombudsman, which is a certified Alternative Dispute Resolution provider. We will respond to any complaint referred to us by them.

    The Retail Ombudsman, 33 floor Euston Towers, 286 Euston Road, London, NW1 3DP
    Email: enquiries@theretailombudsman.org.uk – Web: www.theretailombudsman.org.uk
    Tel: 0203 137 8268

    Alternatively, if your complaint is regarding products or services purchased from IKEA.com and you are not satisfied with the resolution we have provided,  the EU Online Dispute Resolution platform is available at http://ec.europa.eu/consumers/odr/.
     
    Please note that following submission of your complaint on the EU platform, you will be directed to The Retail Ombudsman. You may therefore refer your complaint directly to them.

    Governing Law
    This agreement is governed by English law unless you live in Scotland in which case it will be governed by Scots law. Each of us agrees to bring legal actions relating to these general terms and conditions and the returns policy.