Returns policy

Shop online

About this Returns Policy
The terms and conditions set out in this policy apply to all goods purchased from IKEA Shop Online in the UK, whether you buy through our website at www.IKEA.co.uk, or over the phone. This returns policy complies with the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your right to cancel made to order goods
Goods that are ordered to your specification, for example made to order worktops, cannot be cancelled or returned once the order is accepted by us sending you our delivery advice email. In this case, after we have sent you our delivery advice email you will have entered into a binding contract to buy the goods, and because the goods are being made to your specification you will not be able to cancel that contract. Once the goods have been delivered you can only return them if they were misdescribed or are not of satisfactory quality or reasonably fit for the purpose and we cannot remedy the fault to your reasonable satisfaction.

Your right to cancel "off the shelf" goods
Where you place an order through IKEA Shop Online for standard IKEA stock products which are not made to your specification you can cancel your order at any time before the goods are despatched to you and we will provide a full refund of the price of the goods and any delivery and other charges which you have incurred.

Following payment of the goods which is when the contract between us is formed), you can cancel your contract up until 14 days after the day on which you receive the goods by notifying us. This means that if you change your mind about the goods, or for any other reason you decide you do not want to keep the goods, you can notify us of your decision to cancel the contract, and then return the goods to us for a refund. If your order comprises of more than one item which are delivered on separate days, or one product which is delivered in instalments on separate days, you may cancel your contract in respect of all instalments and any or all of the goods up to the end of the day which is 14 days after the day on which you receive the last instalment of the goods or the last of the separate goods ordered.

Nothing within this returns policy or the terms of sale affects your statutory rights under law, and in particular you will always be entitled to return goods to us for a full refund if they were misdescribed, or are not of satisfactory quality or reasonably fit for their purpose and we cannot remedy the fault to your reasonable satisfaction. In such circumstances, we will refund the price of the goods in full, together with any applicable delivery charges and any reasonable costs you incur in returning the item(s) to us.

How to cancel
If you wish to cancel an order or contract, you just need to let us know that you have decided to cancel. You can do this by phone or in writing.

Call us on 020 3645 0015. Please have your order acknowledgement email to hand and be ready to quote your order number and to specify which goods you want to return.

You can alternatively complete the cancellation form, in which case we will email you to confirm that we have received your cancellation.

Alternatively, you may also give us written notice of your cancellation. This can be done by writing to us at IKEA Shop Online, Customer Services Centre, Kingston Park, Peterborough, PE2 9ET. You must include your order number in the written notice, and clearly specify which goods you wish to return.

Whether you send your cancellation notice by post, phone or online, the cancellation will take effect on the day it is sent to us.

Where you cancel the contract after the goods have been delivered you agree to return the goods to us by following the procedure set out below.

Returning your goods
If the goods have been delivered to you before you decide to cancel your contract, you must return the goods to us without delay and in any event not later than 14 days after the day on which you let us know that you wish to cancel the contract.

If you would like to return the goods yourself, you can take them to any IKEA store within the United Kingdom. You will need to take all of the goods you are returning, together with a copy of your Order Acknowledgment email, delivery receipt and the payment card with which you paid for the goods.

To arrange collection of the unwanted goods please contact IKEA Shop Online by contacting us. Alternatively you can speak to an IKEA Shop Online Advisor on 020 3645 0015. Please have your order number and delivery receipt to hand. We will then arrange for your unwanted goods to be collected by an IKEA representative. Or use one of our cancellation form. A collection fee for the cost of returning the goods will apply. The fee is the same cost that you pay for delivery.

You agree to return the goods in full, in a resaleable condition and IKEA also asks that you return the packaging with the goods where possible. You are responsible for the cost of returning the goods, unless the goods are faulty or not as described, in which case we will refund any reasonable costs you incur in returning the item to us. If you are returning your goods because they are faulty or incorrect, no collection fee will be charged.

If you decide to return goods 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. Alternatively you can speak to an IKEA Shop Online advisor on 020 3645 0015.

Taking reasonable care of the goods
You agree to take reasonable care of the goods from the time that they are delivered to you until the time that they are returned.

Conditions of Collection
Collection of the goods will only take place from the delivery address to which they were delivered and will be subject to the following conditions:

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 goods or to your property, they will inform you and record this concern on the collection document. You may instruct our representative to collect the goods in spite of such concern but we will not be liable for any damage caused to your property or to the goods as a consequence of us attempting collection on your instructions (provided that reasonable care is taken in collecting the goods);

You agree to give our representative all goods which are being returned, including all component parts of such goods and all related items or accessories (and if possible the original packaging) which are included in the price of the goods 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 goods;

If you are not personally available to accept delivery of the goods 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.

Refunding your money
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.

We will refund any delivery costs you have paid.

We will make any refunds due to you as soon as possible and in any event within the deadlines indicated below:

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

If you have not received the goods 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.

In Store

About this Returns Policy
The terms and conditions set out in this returns policy apply to all goods purchased from an IKEA store in the UK.

Your right to cancel made to order goods
Orders for worktops made to specification, once confirmed cannot be cancelled at any time. This returns policy is in addition to your statutory rights.

Your right to cancel "off the shelf" goods
You’re free to change your mind. Return unused items in their original packaging within 90 days together with proof of purchase for a full refund. This policy is in addition to your statutory rights. Your local IKEA store reserves the right to refuse a refund and offer an exchange or IKEA gift card only if the return criteria is not met.

How to cancel
Come into the store with the goods you have purchased together with your proof of purchase.

Refunding your money
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.

Your consumer rights
This returns policy does not take away any statutory rights you may have. For more information contact your local Citizens Advice Bureau (www.citizensadvice.org.uk).

Mattress returns policy
Try it at home for 90 days... Love it for 25 years.*

It takes time for you and your new mattress to get used to each other. That's why we give you 90 days to be sure you're compatible. If the chemistry isn't right, simply come back and choose another mattress*. When you've found your perfect match, you can sleep easy for years to come with our free 25-year guarantee. *

It is important to us that you love your new mattress. So if after a while you discover that it is too firm, too soft or too something else just bring the mattress back and simply change it for another.

  • You may exchange your mattress once within 90 days if you don’t love it, provided that it is not dirty, marked or damaged. Simply take your mattress back to the IKEA store with your receipt and we will help you find one that suits you better.


  • Please note that initially your new mattress can seem a bit too firm. Allow at least one month for your body to get used to the mattress and for the mattress to get used to your body. To get the best comfort you also need the right pillow. Make sure you have a pillow that suits you and your new mattress.


  • If you would like to upgrade your mattress, all we ask is that you pay the difference between the original purchase price and the price of the replacement chosen. If the replacement mattress is lower in price, we will credit the difference to an IKEA refund card for you to use towards a future purchase.


  • If you had your mattress delivered via our Home Delivery Service the collection and delivery of the replacement mattress will be free-of-charge.


  • The “Try it at home for 90 days” return policy is valid on all new mattresses but does not apply to SULTAN bed bases, bed slats and mattress pads.


  • The terms & conditions of our 25 year guarantee and the care instructions can be found in our guarantee brochure.

  • This return policy and our guarantee do not affect your statutory rights.


  • This returns policy is in accordance with your right to cancel a contract formed at a distance under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.