Customer Service

Frequently Asked Questions

1. Before you buy
1. How do I check stock availability?
2. If a product I want is sold out, how can I find out when it will be available?
3. Can I reserve an item?
4. How do I shop at IKEA? Can I take my items home immediately?
5. Can I purchase items over the phone?
6. Can I buy items at IKEA.pt?
7. What promotions are on at the store today?

2. IKEA Store
1. How do I get to the IKEA stores?
2. What are the IKEA stores’ opening hours?
3. Can I take my kids to an IKEA store?
4. Do IKEA stores have restaurants?
5. What facilities do IKEA stores offer?
6. I’ve lost something at the store. How do I find out if it’s been found?

3. Online Store
1. Is the online sales service available throughout the country?
2. Are all the IKEA products available for online purchase?
3. What payment methods can I use?
4. How long will it take for my online order to be delivered?
5. How much does delivery cost?

4. Payment methods
1. What payment methods do you accept?
2. Are there flexible options for reimbursements?
3. Can I request a change to an invoice or a second copy?
4. There seems to be a mistake on my invoice. What should I do?
5. How can I obtain a VAT refund?

5. Returns and Product Issues
1. How do I search for products on the IKEA site?
2. How do I get the assembly instructions for an item?
3. I’m missing a part of a product I’ve just purchased.
4. Do you offer any guarantees on products?
5. Can I return an IKEA product?
6. Can I return an IKEA product to a different store?
7. Can I return a mattress?
8. The product I’ve purchased has a faulty or damaged part.
9. I’ve received a damaged product. What should I do?

6. Delivery and Other Services
1. How much does delivery cost?
2. When do you deliver?
3. Can I change my delivery date?
4. Can you help me gather up my items at the store?
5. Can I get help with assembly?
6. What other services are available to facilitate my IKEA purchases?

1. Before you buy
How do I check stock availability?
To see if a product is in stock, click here, fill in the article number of the product you want and select the store nearest you. You can also check the page of the product you want using the stock check option. For more information, click here.

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If a product I want is sold out, how can I find out when it will be available?
If the product you want is out of stock, you can ask for a text message or email notification to notify you as soon as it is available again. The notification request is valid for 15 days. If the product has not become available within this period, you will be notified that your request has expired. Find out how here.

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Can I reserve an item?
IKEA doesn’t have an option for reserving items.

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How do I shop at IKEA? Can I take my items home immediately?
It’s easy to buy things at IKEA. We’ve organized the store so that you can shop on your own and you can take most of our products home with you immediately. See here how you can get ready for and do your shopping at IKEA.

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Can I purchase items over the phone?
IKEA isn’t a catalogue company so you can’t place your orders by phone. You can, however, place your orders on the Internet at our Online Store, or using our distance shopping service, the IKEA BUSINESS.

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Can I buy items at IKEA.pt?
You can now place orders at IKEA.pt. To see this new way of buying things at IKEA as well as the delivery options and how to access the Online Store, click here.

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What promotions are on at the store today?
Check out the promotions that are on at the store by looking at the highlights on our home page, or the promotion page for our stores here. You can also check our special offers page where you’ll find products with fantastic prices for a limited period of time.

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What are the IKEA stores’ opening hours?

You can check the IKEA stores' opening hours and more information here.

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Can I take my kids to an IKEA store?
We are pleased to welcome your family to our stores. Every IKEA store has a supervised children’s play facility called Småland at the IKEA store entrance (see the conditions for using the area at the store). You can drop you children off while you’re shopping and know that they are safe and are enjoying themselves. We also have changing rooms and nursing rooms.

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Do IKEA stores have restaurants?
All IKEA Portugal stores have a Restaurant on the first floor that’s open daily either for peaceful family meals or just for a quick snack. For more information, check the IKEA Restaurant page for the stores through here.

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What facilities do IKEA stores offer?
IKEA stores are prepared to offer the best possible experience to their visitors. We have free parking, easy access for the disabled, baby changing rooms and nursing rooms, wheelchairs for loan and a series of other facilities as well. IKEA stores also have a supervised children’s play facility called Småland where you can leave your children while you are shopping. Click here for more information.

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I’ve lost something at the store. How do I find out if it’s been found?
If you want to know if something left at our stores has been found, you can contact us.

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3. Online Store
Are all the IKEA products available for online purchase?
Most, but not all, of the items sold in IKEA stores are available online. Click here for more information.

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Is the online sales service available throughout the country?
This service is now available throughout the country, including delivery to the Azores and Madeira. Find out more here.

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What payment methods can I use?
The Online Store accepts payment in credit card (VISA or Mastercard). The bill must be paid in full and only throughout the online order. In the event you don’t have a credit card, you can also use the MBNet service – please contact your bank for more information.

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How long will it take for my online order to be delivered?
The delivery time will vary depending on the type of delivery chosen. Click here for more information about delivery times for IKEA Online orders.

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How much does delivery cost?
Delivery costs vary depending on the value of the order and the destination. Please click here for delivery prices.

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Are there flexible options for reimbursements?
Yes, you can take out an IKEA Credit Card (TAEG 16,1%). For each purchase you can choose the payment method that suits you. Find out how here.

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Can I request a change to an invoice or a second copy?
In order to change the information on an invoice or request a second copy, contact us using the available channels.

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How can I obtain a VAT refund?
In order to get the value of the VAT spent in a purchase at an IKEA store, you should send us a confirmation of export that has been stamped by the appropriate customs authorities. Once the certificate has been validated, IKEA will refund you the VAT by issuing a credit memo. The certificate and a copy of the original receipt must be mailed to:
IKEA Portugal
Estrada Nacional 250
Rua 28 de setembro, Frielas
2662-001 Loures.

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5. Returns and Product Issues
Can I return an IKEA product?
You can return products within 365 days. All you need is to bring the unused products together with the original receipt. The refund can either be by Return Card or through the same method of payment as the original purchase.
Bespoke PERSONLIG countertops and bargain corner items have special return conditions. Check these out at your store.

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Can I return an IKEA product to a different store?
Yes, you can return products to a store other than the one of the original purchase.

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Can I return a mattress?
Mattresses are covered by the same return policy as other products and may be returned. Just bring the unused mattress back with the original receipt within 365 days of purchase.
The refund can either be by Return Card or through the same method of payment as the original purchase.

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How do I search for products on the IKEA site?
To search for products, use the navigation bar, clicking on All Products or on the Home area you are interested in. You can also use the search field at the top of the homepage to search for a type of product, name or article number.

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I’m missing a part of a product I’ve just purchased.
If there’s a part of a product missing from an IKEA product, please contact us.

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How do I get the assembly instructions for an item?
Assembly instructions are available for download (PDF) on the IKEA website. Enter either the product name or article number in the search field on the homepage. Once you’re on the product page you’ll find a link for the instructions. You can also click here to find out how to carry out this search.

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The product I’ve purchased has a faulty or damaged part.
In the event that one of your products is damaged contact our Customer Service Centre.

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I’ve received a damaged product. What should I do?
If you’ve received a damaged product, contact us by one of the several channels available at our Customer Service Centre. You’ll find our contact details here.

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There seems to be a mistake on my invoice. What should I do?
If you find a mistake on your IKEA invoice, contact us by one of the several channels available at our Customer Service Centre. Click here for our contact details.

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Do you offer any guarantees on products?
All products sold by IKEA have a two-year (2) guarantee counting from the date of purchase. IKEA voluntarily offers longer guarantees than the minimum legally stipulated on a series of its products – it’s our IKEA guarantee of quality. Find out more about IKEA guarantees by clicking here.

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6. Delivery and Other Services
How much does delivery cost?
The price is calculated based on the value of the order and the destination of the delivery. Click here for information on the price of delivery of IKEA products.

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When do you deliver?
The delivery date is set up at your convenience and we make every effort to ensure that it takes place on the date you’ve chosen.

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Can you help me gather up my items at the store?
Yes. IKEA products are designed to be gathered up, transported and assembled by the customers but if you wish we can help you collect them. Click here to find out about our home delivery service.

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Can I get help with assembly?
IKEA products come with simple instructions that make them easy to assemble. On the other hand, for a small charge, you can hire our assembly and installation service. Find out about the services we offer here.

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Can I change my delivery date?
Yes. If you need to change the delivery date for your order you should contact us to set up an alternate date. Keep in mind that you should let us know as soon as possible in order to avoid additional charges.

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What other services are available to facilitate my IKEA purchases?
IKEA offers a range of other services to make your shopping easier, not only while you’re at our shop but also before and afterwards. There’s our consultation and planning service, for example, and not to mention our delivery and assembly service. Find out about all our services here.

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7. IKEA cards
Does IKEA have any cards or loyalty programme?
Yes, IKEA FAMILY is the IKEA loyalty programme designed for all those who live their home intensely and who love IKEA. The best IKEA offers are exclusive to IKEA FAMILY members. Click here to find out about exclusive advantages, the general conditions of the card and the most frequently asked questions.

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How does the IKEA Gift Card work?
You charge up the IKEA Gift Card with the amount you want and then give it as a gift. The amount on the card can be used (in whole or partially) to make purchases or serve as discounts on purchases at an IKEA Store. These cards are available at IKEA stores near the check out where they can be charged up. They are valid for one year.

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How does the IKEA Return Card work?
After customers return an item they receive an IKEA Return Card to the amount of the products returned. The IKEA return card is good for a year and can be used (in whole or partially) to pay for additional items at IKEA stores.

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What is the difference between the IKEA FAMILY card and the IKEA Credit Card (TAEG 16,1%)?
The IKEA FAMILY Card gives members of the loyalty programme access to advantages and special offers while the IKEA Credit Card (TAEG 16,1%) enables you to buy things on credit.

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8. IKEA FAMILY
What is IKEA FAMILY?
IKEA FAMILY is the IKEA loyalty programme designed for those who live their homes intensely and who love IKEA. The best offers, new products, invitations for special events and even complimentary coffee Monday-Friday are exclusive for IKEA FAMILY members. Check here to know all the exclusive advantages, general conditions of the card and to sign up. It’s free and it just takes an instant.

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Does the IKEA FAMILY card accumulate points with purchases?
No, the IKEA FAMILY card does not accumulate points or money. The card gives you immediate access to exclusive offers and advantages when buying IKEA products or services.

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How can I become an IKEA FAMILY member?
Here and now, quickly and at no cost to you. Just fill in the online sign up form and you will immediately get an email with your digital card. You can keep this image on your mobile phone or enter your card number in the IKEA FAMILY area of the IKEA app. Or, if you prefer, you can join IKEA FAMILY at one of the kiosks at your IKEA store.

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How do I make changes to my IKEA FAMILY card details, or cancel my account?
To change your personal data, just access your IKEA FAMILY online account and do so directly, or contact us. In order to cancel your membership in IKEA FAMILY, the cardholder can request the elimination of their personal data in writing by contacting IKEA at Apartado 7509, EC Alfragide, 2610-999 Amadora, Portugal.

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I’ve forgotten my email or password.
You can find out the email you used to register and recover your IKEA FAMILY password by clicking here and completing the required fields, or by contacting the Customer Service.

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9. IKEA Catalogue
What is the IKEA Catalogue?
The IKEA Catalogue is produced every year in 46 versions, in 25 languages and in 32 countries. Approximately 190 million copies are distributed all over the world. Our Catalogue offers more than just a global view of the different products available in the IKEA range. You will discover in its pages, new, creative and affordable options for decorating your home that will inspire you to live your life more fully. You’ll also find information about materials, colours, sizes, maintenance instructions and prices. You’ll find our online version here.

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When does the new catalogue come out?
The IKEA Catalogue in Portuguese generally comes out in late August or early September of each year. It’s distributed for free in many cities throughout the country. It’s also available at all IKEA stores and online, by clicking here. All the prices in the IKEA Catalogue 2017 are valid in Portugal until 31 July 2017, except in case of changes in tax rates, typographical error or stock shortages. (Some products may vary slightly in size or colour).

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How can I get a copy of the IKEA catalogue?
The IKEA Catalogue is available free of charge at our stores or it can be consulted online here.

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Can I purchase items over the phone?
IKEA isn’t a catalogue company so you can’t place your orders by phone. You can, however, place your orders on the Internet at our Online Store, or using our distance shopping service, the IKEA Business Service.

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How environmentally friendly is the IKEA catalogue?
The IKEA catalogue is the largest publication ever printed entirely on Forest Stewardship Council® Mix Credit paper and it comes with the FSC® logo. This means that the entire production chain leading up to the printing of the IKEA Catalogue, from the forest to the printers, is FSC certified to guarantee the most sustainable possible origin of the wood.

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10. IKEA Website
Can I buy IKEA products on the website?
Yes, you can buy items from the IKEA website anywhere in the country, including delivery in the Azores and Madeira. Find out more here.

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I’ve forgotten my account password.
In order to recover your IKEA website password, go to your personal account and click “Forgot your password?” and follow the instructions. Otherwise, you can also contact us. Keep in mind that this account is different than your online IKEA FAMILY account.

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How is my data being used when I visit your webpage?
We don’t require any information before allowing you to access our website and when we do request it, we will do so openly. We may request specific information in order to offer you services, our kitchen planning service, for example. The information requested might include your name, company, address, email and telephone number. The IKEA website also uses cookies to improve its performance and user experience. To read our Cookie Policy click here.

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How can I visit the IKEA website in other countries?
It’s really easy. You just have to go to our global page: www.IKEA.com and click on the country you’re interested in.

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What software must I have on my computer so that I can access the IKEA website?
IKEA website is streamlined for the most common browsers including Internet Explorer and Firefox for Windows, Firefox and Safari for Mac OS X. To best see our site, we recommend a screen with a resolution of 1152x864 pixels or higher.

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11. The Company
When will the next IKEA store open in Portugal?
The first IKEA store in Portugal opened in Alfragide in June 2004. The second store opened in July 2007 in Matosinhos, and the third opened on 25 May 2010, in Loures. More recently, we opened another IKEA store in Braga on 17 March 2016 and the last IKEA store to open was Loulé, in Algarve (South of the country) on 30 march 2017. Our expansion plans include more store openings in the upcoming years.

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How can I apply to work at an IKEA store?
If you are sociable, customer-oriented and are a good team player, IKEA might have a place for you. Click here to apply for a job at IKEA.

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Can I buy an IKEA franchise?
IKEA products are sold exclusively in stores that make up part of the IKEA Sales System. Franchises are granted by Inter IKEA Systems B.V., in the Netherlands. IKEA Systems B.V. grants all franchises according to their detailed plan of expansion. All requests for franchises are thoroughly investigated and evaluated. Franchises are granted only to companies and/or individuals with considerable economic support and experience in wholesale sales. Well supported applications (with all relevant information) should be sent by mail or fax to:
Inter IKEA Systems B.V.
Olof Palmestraat 1
NL-2616 LN Delft
The Netherlands

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Where can I go to find out facts and figures about the IKEA Group?
The most important figures about the IKEA Group can be found here. You will also find our Group Yearly Summary on this page.

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What is the IKEA Group?
The IKEA Group is a group of private companies that owns a foundation headquartered in The Netherlands. The IKEA Group is actively working to develop, buy, distribute and sell IKEA products. The IKEA Group constitutes the largest number of franchises and runs more than 100 IKEA stores. The management of the IKEA Group is headed up at IKEA Services AB in Sweden and at IKEA Services B.V. in the Netherlands.

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Where can I learn more about the IKEA story?
IKEA has had a unique story since it was set up in Älmhult. Visit our page, About IKEA Group, for more about Ingvar Kamprad, the IKEA founder.

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What is the IKEA business concept?
The IKEA concept: "Offer a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible will be able to afford them".

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Who owns the IKEA concept?
The IKEA store concept has Swedish roots and is based on a franchise system. The owner is Inter IKEA Systems B.V., headquartered in Delft, in the Netherlands, and it is they who grant IKEA franchises. Our stores work as franchises in 34 countries.

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What is IKEA’s environmental policy?
We’re doing all we can to create a better environment both inside and outside. Visit our page Positive People, Positive Planet and you will find more information about IKEA and the planet.

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