Terms and conditions

IKEA General Terms and Conditions

About these terms
These are the general terms and conditions which apply to your purchase of goods from IKEA Shop Online and in store in the UK, whether you buy through our website at www.ikea.co.uk, over the phone and in store. ("IKEA Shop Online") Please note that terms and conditions for in store purchases may vary depending on the store you visit. These terms and conditions are available in store.

IKEA Shop Online & IKEA stores and the goods supplied through them are provided by IKEA Limited (referred to here as "we", "us" and "our"). When we refer to "you" and "your" we mean the user of IKEA Shop Online and purchaser of goods.

As well as these general terms and conditions, other important legal terms are set out in our Returns Policy. By agreeing to these general terms and conditions you also agree to the returns policy, all of which form part of a legally binding contract between us and you. You should read these general terms and conditions and the returns policy carefully before buying anything from IKEA Shop Online.

We reserve the right to change the general terms and conditions and the returns policy at any time. Any changes to the general terms and conditions or the returns policy will be effective for all new orders placed after the change is published on the IKEA Shop Online website. You should check the general terms and conditions and returns policy posted on the IKEA Shop Online website before each order – they may have changed since your last visit.

If you have any questions about the general terms and conditions, the returns policy, the goods or IKEA Shop Online please contact us or you can speak to an IKEA Shop Online advisor by calling 020 3645 0015.  

Information about IKEA Shop Online and the goods
By using the website (even if you don't buy any goods) you also agree to be bound by these terms and conditions.

We try to make sure that all information on the IKEA Shop Online website, including descriptions of our goods and listed prices, are accurate and correct at all times. However, mistakes do happen. We will try to resolve all errors in information on the IKEA Shop Online website as soon as reasonably possible and if we think that such an error has affected your order we will try to let you know.

You should bear in mind that buying goods over the internet provides a different shopping experience from buying in-store. In particular you should be aware that:
  • the colours of goods as shown on the website will depend on many factors – including your display settings;


  • the sizes and shapes of the goods may differ in real life from how they appear on your screen. We provide dimensions and measurements in the descriptions of the goods and it is your responsibility to check that the actual size of each item is suitable for your purpose;


  • pictures and images on the website are for illustration purposes only. For an accurate description of any item and details of what is included with the item, you need to read the corresponding written description;


  • all goods are subject to availability and we may not be able to supply your order. We reserve the right to withdraw any goods from sale at any time, and our only liability to you for withdrawing any goods will be to refund to you any money paid to us in respect of those goods which we are no longer able to supply;


  • we will do our best to deliver your goods in accordance with the delivery date set out in our final delivery advice email, but please note that all delivery dates given by IKEA Shop Online (whether on the website, over the phone or by email) are estimates only and delivery dates may vary. Please see for more information about delivery;


  • not all goods and promotions that are offered by IKEA Shop Online will be available in-store, and vice versa. In principle, our online prices are the same as in our catalogue and in our stores. Occasionally, however, you may find a difference in price, for instance where there are different local store and online promotions. We reserve the right to adjust prices, goods and special offers at our discretion.


  • We will do our best to check the website for viruses but we do not warrant that the website is free of viruses or other malicious content. For your own benefit, you should make sure that you have appropriate software and systems in place to check for viruses and other malicious content on the internet.

    Availability
    We have the right at any time to modify or stop providing IKEA Shop Online and to stop selling any or all goods through it, either temporarily or permanently and with or without notice. We shall not be liable to you for any modification, suspension or discontinuance of availability of IKEA Shop Online.

    Security
    It is your responsibility to ensure that your login details, password and all other details in relation to your account remain confidential at all times. You agree to let us know as soon as possible if you know or reasonably suspect that the security of your account is at risk.
     

    Eligibility to order goods
    You may only purchase from IKEA Shop Online if you are aged 18 years or over, and are a resident of the United Kingdom. You will need an active email address and a telephone number at which you can be easily contacted.

    Although we sell children's products, these are intended for purchase by adults only. All goods sold through IKEA Shop Online are intended for domestic use only; goods are not suitable for commercial or industrial use unless expressly stated.
     

    Placing your order
    Please see How to... Shop Online for information about the steps involved in placing an order. Your order constitutes an offer to purchase goods from us. Where you order more than one item your order comprises a series of offers for each item individually.

    Our order acknowledgement webpage and email set out the final details of your order which you have submitted to IKEA Shop Online. Please take care when placing your order, as you will be unable to add to or amend your order after we send the Order Acknowledgement email.

    The order acknowledgement contains details of the goods you have ordered, the total cost of the order including delivery, and an order number. The order acknowledgement email also constitutes the VAT receipt for your goods. You should print off a copy of the Order Acknowledgment email, and a copy of these general terms and conditions and the returns policy and keep them safe. You will need to refer to these details when contacting us about your order.

    Please note that the Order Acknowledgement is simply an acknowledgement that your order has been received by IKEA Shop Online; it does not indicate that we have accepted your order and does not form a binding contract.

    Order acceptance
    Except as set out in paragraph below, acceptance of your order will take place only when we despatch the goods to you. Until we despatch your goods no contract will have been formed between you and us.

    In the case of goods that are made to order (such as made to order sofas or worktops) acceptance of your order takes place at the point at which we send out our delivery advice email. Please be aware that different cancellation rights apply to goods that are made to order, see our returns policy for more details.

    Although we hope to be able to supply all goods ordered, we reserve the right, at our discretion and without the need to give reasons, not to accept any offer at any time before it has been accepted. Should we refuse your order we will notify you as soon as reasonably possible.


    Payment
    You can pay for your goods by any of the methods specified on How do I pay online?

    We will take payment from your card at the time you place your order. We will contact you if we have any problems taking payment from the card details you provide during the order process. Taking payment does not mean we have accepted your order and, in the event of us not accepting your order, a full refund will be given as soon as reasonably possible (and in any event within 14 days of us advising you that your order has not been accepted).

    Pricing
    Unless otherwise stated, all prices shown at IKEA Shop Online are inclusive of VAT and other applicable taxes. The prices shown do not include the delivery fee, which will be added to your total order price in accordance with paragraph below. The only exceptions to this are custom-made sofas and worktops, where the delivery fee is included in the price.

    Except where otherwise set out in these general terms and conditions, the price payable by you for the goods is the price given by IKEA Shop Online at the time you place your order.

    In most cases the delivery fee payable by you for your order will be that which is given by IKEA Shop Online at the time you place your order. The delivery fee can be calculated according to your postcode, the weight, size, nature and value of your goods. For more details on the delivery fees, please see our delivery information.
     

    Pricing errors
    Whilst we try to ensure that all the prices on IKEA Shop Online are accurate, errors may occur. If we discover an error in the price of the goods you have ordered we will inform you as soon as reasonably possible. You will then be given the option of re-confirming your order at the correct price or cancelling your order.

    If we are unable to contact you using the contact details you provided during the order process, we will treat the order as cancelled and notify you by email.

    If you decide to cancel your order after we have informed you of a pricing error and you have already paid for the goods, we will give you a full refund as soon as reasonably possible (and in any event within thirty (30) days of cancellation).

    Delivery

    About These Terms
    These are the terms and conditions (the “Delivery Terms”) which apply to the delivery by us to you of goods purchased by you from us either online at www.ikea.co.uk or in one of our stores (the “home delivery service”). Please click here for specific information about online delivery or store delivery.

    The Home Delivery Service is provided by IKEA Limited (referred to here as “IKEA”, “we”, “us” and “our”). Our registered office is at Witan Gate House, 500-600 Witan Gate West, Milton Keynes, MK9 1SH (company number 01986283). When we refer to “you” and “your” we mean the purchaser of the goods and user of the Home Delivery Service.

    We may sub-contract our obligations for the Home Delivery Service to transport service providers of our choice, but we will nevertheless remain responsible for the performance of the Home Delivery Service to you.

    We reserve the right to change the Delivery Terms at any time. Any changes to the Delivery Terms will be effective for all new deliveries placed after the change is published on our website. You should check the Delivery Terms posted on the IKEA website before each new delivery – they may have changed since your last visit.

    Location of deliveries
    We will deliver to the delivery address specified for delivery. The location must be within mainland United Kingdom and within our pre-defined delivery areas (which exclude Northern Ireland, Channel Islands, Isle of Man, Scottish islands and other areas which we do not serve). The location must be accessible by road. Although we will carry our deliveries to the Isle of Wight, we cannot undertake to meet scheduled ferry crossings – it is your responsibility to be available to accept delivery at the delivery address or location on the day of delivery. In the event of any other offshore deliveries, we will complete delivery to a designated carrier or location at a United Kingdom port of your choice. If you want to take your order abroad we are happy to deliver to your shipping agent for onward transfer.

    Pricing
    In most cases the delivery fee payable by you for your order will be that which is given by IKEA Shop Online at the time you place your order. The delivery fee can be calculated according to your postcode, the weight, size, nature and value of your goods. For more details on the delivery fees, please see our delivery information.

    IKEA’s Delivery Restrictions
    IKEA does not deliver perishable goods (including plants).
    Some of our furniture is larger than you may expect, particularly sofas. Please check the measurements of the goods you are buying to make sure there is enough space at the delivery address for delivery to take place and that once the product is built, it will fit into your room. Prior to the delivery, you must ensure that there is sufficient access and space to complete the delivery and that all staircases and lifts providing access are suitable for the delivery. You must ensure that your property and the delivery area are safe for delivery staff. All fragile items which could be damaged during the delivery, such as lights, vases, pictures etc, should be moved.

    To ensure the smooth delivery of your order, you must give us as much detail as possible in advance about particular features of the delivery address which may affect the delivery (e.g. Will there be time to unload / load? Do you live on a red route? Are there any height, width or weight restrictions? Are there any parking restrictions? Will the vehicle require a parking permit? Are there any time restrictions? Will delivery be at non-ground floor level? Is access to the delivery location made difficult due to narrow doors or staircases?) If the delivery is to a business address, are there any restrictions in terms of the opening hours? If you order in store, you can give us this information to one of our staff in store. If you order online, please visit www.IKEAordertracking.co.uk and enter your order details or speak to an IKEA Shop Online Advisor on 020 3645 0015 or contact us on 020 3645 0000. If you’re not sure then please contact us and we will be happy to advise you.

    If you provide us with incomplete, incorrect or inaccurate information or instructions, we may cancel the delivery by giving you written notice.

    If you cancel your order we will refund the purchase price of the goods and the delivery fee but we may charge a return fee which will be the same amount you paid for delivery. Every effort will be made to deliver items to your room of choice, provided it is safe and practical to do so. However, if this is an upstairs room and the delivery staff deem it unsafe to carry the items upstairs then an alternative room will be agreed with you. If our delivery staff reasonable considers that delivery to the room of your choice is likely to cause damage to the goods or to your property, they will inform you and record the concern on the delivery document. You may accept delivery in spite of such concern but we will not be liable for any damage caused to the goods or your property as a consequence of us attempting delivery on your instructions, (provided that reasonable care is taken in delivering the goods).

    Delivery staff will carry out a risk assessment before moving any products and assess the health and safety risks on a case by case basis. Delivery staff will not move any products other than those agreed and documented in the delivery confirmation and shall not move any products where to do so is deemed to constitute a safety risk following the risk assessment.

    Delivery staff are not permitted to and shall not: remove doors, windows, doorframes etc in order to complete the delivery (if these measures are required they must be undertaken before delivery takes place; we will not carry any specialised lifting equipment); unpack or construct delivered items or remove any packaging; or remove their footwear whilst making deliveries (if you are concerned about possible damage to carpets or laminate flooring, you should ensure that the adequate protective sheets are provided to cover the floors in question).

    Delivery Arrangements
    Delivery will take place at the delivery address specified by you either during the online order process (if you ordered online) or on the sales receipt (if you ordered in store). We ask you to provide us with two telephone numbers so we can contact you easily and advise you of your delivery time.

    You are solely responsible for ensuring that we are able to make delivery to the delivery address and that you are available to accept delivery at this address on the delivery date. Please try to inform us as soon as possible if you know that you are not going to be in to accept delivery. We shall not be liable in respect of any delay in delivery as a result of any act or omission by you.

    If you are not personally available to accept delivery, you may appoint a representative to do so in your place. The representative must be an adult capable of receiving delivery on your behalf, and you agree that we will be entitled to rely on the representative’s instructions as if they were your own. Delivery staff are not permitted to leave any items that have not been signed for.

    On delivery, you will be asked to examine the goods, check the condition of the packaging and whether the correct number of packages have been delivered. You will be asked to sign the delivery document confirming that the delivery has taken place, the number of items delivered, that delivery of the goods has not caused any damage to your property, that items are delivered “free of visible damage” and that you are happy with the service you have received. If there is obvious damage or items are missing or incorrect, you should record this on the delivery document. Missing items will be re-ordered and damaged/incorrect items will be returned and replaced and delivered free of charge. This will not affect your legal right to notify us at a later date if you subsequently find a defect in your goods. You must let us know about any damaged, missing and/or incorrect goods within a reasonable period of time after you have had an opportunity to inspect the goods. If you refuse to sign the delivery document, this will be taken as refusal to accept delivery.

    Once the goods have been delivered to you (or your representative), you become the owner of those goods and from that point they will be at your risk. This means you will be liable for any subsequent damage, loss or destruction.

    Damaged Items
    If items within the packaging are faulty or damaged (whether before or during delivery), you shall notify IKEA customer services of such fault or damage using the telephone number stated on the sales receipt (for in store orders) or in our delivery advice email / on our website (for online orders) as soon as possible after delivery.

    Any damaged product/package must be retained for inspection at a later date. Should you dispose of any damaged product/package before we have had the opportunity to inspect it, then this could affect any claim for replacement.

    Where it is established that we are responsible for damage to a delivered item, we will replace the damaged item or if we are unable to do so, we will reimburse you with the full amount you have paid for the product together with any delivery charges.

    We will not accept responsibility for any items that are damaged during the delivery process to the extent that such damage is your fault.

    Our Liability
    In the event of any unforeseen circumstances (including without limitation 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.
    If we fail to comply with these Delivery Terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach of the Delivery Terms or our negligence. Loss or damage is foreseeable if they were an obvious consequence of our breach or if they were contemplated by you and us at the time we entered into this contract.

    If we are providing Home Delivery Services in your property, we will make good any damage to your property caused by us in the course of our performance. However, we are not responsible for the cost of repairing any pre-existing faults or damage to your property that pre-dated our performance of the Home Delivery Services.

    We will only supply the Home Delivery Services for domestic and private use. You agree not to use the Home Delivery Services for any commercial, business or re-sale purposes, and we have no liability to you for any loss of profit, loss of revenue, loss of data, loss of anticipated savings, loss of business, business interruption, loss of goodwill or loss of business opportunity or for any injury to your reputation.

    We do not exclude or limit our liability in any way for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors;
    (a) fraud or fraudulent misrepresentation;
    (b) breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982 (title and quiet possession);
    (c) breach of the terms implied by sections 3, 4 and 5 of the Supply of Goods and Services Act 1982 (description, satisfactory quality, fitness for purpose and samples); and
    (d) defective products under the Consumer Protection Act 1987.

    Delivery terms and conditions: IKEA Shop Online

    This section of the Delivery Terms applies only to purchases made on the IKEA Shop Online website at www.ikea.co.uk and does not apply to orders made in store.

    The online delivery process
    Once you have placed your order online, we will send you an order acknowledgement email which will indicate an estimated delivery date for your goods to the delivery date specified in your order. The estimated delivery date will also appear on the website when you place your order.

    Delivery dates
    We do try to meet the estimated delivery dates however there are 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.

    We aim to deliver your order within 14 days of placing your order, depending on stock availability and where you live. We will in any event deliver the goods within 30 days of your order unless otherwise agreed by you and us.
    “Made to order” products will take longer to deliver as they are being produced especially for you. In the majority of cases, these will be delivered within 30 days of placing your order. Please note that delivery charges are included in the price for all products described as “made to order”. These are, in the main, certain ranges of kitchen worktops. If your order includes any additional products that are not “made to order” then a delivery charge will apply, as set out below. Within 72 hours of placing your order online, we will send you a delivery advice email which will confirm the planned delivery date and specify whether delivery will be made by our 2 man truck delivery team, or by a parcel courier. It will also set out your delivery number. If you have included a mobile telephone number, we will also send you an SMS text message to confirm the delivery date.

    You agree to check the delivery advice email and make sure that you will be available to accept delivery of the goods on the delivery date. If you will not be available please request a different date as soon as possible and, in any event, no later than 48 hours before the planned delivery date by speaking to an IKEA Shop Online advisor on 020 3645 0015.

    Checking your delivery date
    You can check the days that we deliver to your area on our website at http://www.ikeadeliverychecker.com/index.aspx?Site=UK. If the date set out in our delivery advice email is unsuitable, we can always change it, but please remember that we cannot change the days on which we deliver to your area.

    Parcel delivery
    Parcel delivery is used to deliver small items weighing up to 25kg. A parcel delivery can comprise multiple small packages up to a total order weight of 100kg. Some of our products are not suitable to be delivered via parcel, for example products containing mirrors or glass and some items over 150cm. These will be transferred automatically to truck delivery where we can take better care of them.

    Parcel force will deliver orders Monday to Friday between 9am and 6pm. Delivery will only be made to the point of entry of the delivery address. You don’t need to be at home to accept delivery. Parcel Force will leave a card informing you that they will rearrange delivery at your convenience or you can collect from your nearest depot. Alternatively you can arrange for your order to be delivered to a different work address if this is easier for you.

    The charges for parcel delivery are £9 for orders with a total weight 0-25kg and £19 for orders with a total weight 25-100kg. Please note any individual product that weighs more than 25kg will be delivered to you via our truck delivery service.
    We will update our order tracking website with your Parcel Force tracking number 24-48 hours before delivery. You can then access this to track your delivery whilst on its journey to you. Use your email address, order number and delivery postcode to log into our Order Tracker at www.ikeaordertracking.co.uk.

    Truck delivery
    A two man team will deliver all orders we classify as ‘large deliveries’ (items over 25kg), and any products we deem unsuitable for parcel delivery.
    Truck delivery charges start from £35. Your delivery charge will be calculated at the checkout. Truck deliveries take place on nominated days depending on where you live. Approximately 48 hours before your delivery we will text your with your AM or PM 4 hour delivery window (if you have provided your mobile number to us during the order process). This is with the exception of “made to order” goods, which cannot be cancelled after we have sent your delivery advice email.

    On the day of delivery, our delivery team will call you 1 hour before your delivery is due to ensure that you are available to take delivery and to check with you that there are no unexpected access restrictions. Use your email address, order number and delivery postcode to log into our Order Tracker: www.ikeaordertracking.co.uk

    Delivery terms and conditions: In store

    Delivery dates
    Where a store offers “same day delivery” or “next day delivery”, this is applicable for many postcodes, but not to all. Also, for some areas the Home Delivery Service is restricted to a limited number of days per week. We will endeavour to offer a “same day” or “next day” service to all customers. However, there will be a daily cut-off time for “same day” delivery, and demand and busy periods may also restrict our ability offer a “same day” or “next day” service. We will offer the next available time slot in these cases.

    Types of delivery
    We will use a truck delivery service to deliver our orders for goods purchased in store. The delivery charges are calculated by reference to the value of the goods being delivered and apply to a limited list of postcode zones which is set out around our stores. The delivery charges are based on delivery to a single property or address and are displayed at the service desk and around the store. Prices for delivery outside the listed postcode zones are available from our staff in store. Promotional customer delivery charges will apply at our discretion and may be withdrawn at any time before the booking is taken.

    Payment
    Customer payment for deliveries will be collected by us at the time of booking and arrangements for delivery will be based on your postcode zone. We will agree a delivery date with you at the time you order the goods. The Home Delivery Service works on a first come, first served basis and we will offer the next timeslot and date available. Deliveries cannot be booked in advance without purchase of IKEA products.

    You will be issued with a sales receipt detailing the goods to be delivered, the timeslot and date of the delivery, which you are required to sign. The details printed on the sales receipt will be confirmation of your details. We will do our best to deliver all items to the address at the timeslot and date specified on the sales receipt.

    Changing the date of delivery
    Under exceptional circumstances, if you would like to change the delivery time or date, then you must contact IKEA customer services who will inform you whether it is possible or not for the delivery time or date to be changed. Provided that the goods have not been despatched for delivery, you may before any agreed delivery date amend or cancel your order by providing us with written notice of such cancellation or amendment (except in the case of “made to order” goods, which once confirmed, cannot be cancelled at any time). If you amend or cancel your order, your liability to us shall be limited to payment of all costs we have reasonably incurred up to the time of cancellation. However, where the amendment or cancellation is due to our failure to comply with these Delivery Terms, you shall have no liability to us for costs incurred in relation to such amendment or cancellation.

    Statutory Rights
    Nothing in these Delivery Terms shall affect your statutory rights. To find out more information contact your local Citizens Advice Bureau (www.citizensadvice.org.uk).

    Returns: Shop online

    About this Returns Policy
    The terms and conditions set out in this returns 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 general terms and conditions 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 on our website, 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 or 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.

    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 or 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.

    Returns: 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 returns 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.

    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.

    General terms relating to our relationship with you

    About IKEA
    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. IKEA Limited is licensed to sell under the IKEA brand name by Inter IKEA Systems B.V., a company registered in the Netherlands.

    If you would like more information about IKEA, or want to get in touch with us, please contact us or you can speak to an IKEA Shop Online advisor by calling 020 3645 0015.

    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.

    Warranties
    We offer extended warranties on all mattresses and kitchens purchased through IKEA Shop Online Should you discover a manufacturing fault, the extended warranty allows you a right to return your mattress for up to twenty five (25) years and your kitchen (excluding appliances) for up to twenty five (25) years from the date of delivery, subject to certain conditions. Further details of your warranty rights will be provided alongside the item description on the IKEA Shop Online website and with the goods on delivery. These warranties are in addition to and do not affect your legal rights as a consumer.

    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.

    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.