Legal notice / Privacy policy

Valid from: 12.03.2025

Legal notice

IKEA AG
Müslistrasse 16
CH – 8957 Spreitenbach
Email: [email protected]
UID: CHE‑106.081.670
MWST: CHE-116.267.532 MWST

At IKEA, data privacy is built on mutual trust.
Our vision is to create a better everyday life for the many people.
That’s a big responsibility, and at IKEA, we take it seriously.
Who do we mean by “the many people”? You! Whether you’re a customer, business partner, co-worker, or job applicant, IKEA’s vision is centred around you.
To support this vision, we may need to learn more about you—this includes collecting and processing your personal information.

This Privacy Notice applies to all persons whose data we process ("you"), regardless of how you contact us, e.g. in a store, by telephone, in an online shop, on a website, in an app, via a social network, at an event, etc.

Responsibility for your personal data

IKEA AG, Müslistrasse 16, CH – 8957 Spreitenbach, company ID no.: CHE 106.081.670, is responsible for the collection and processing of your personal data in Switzerland. In this Privacy Notice, we refer to IKEA AG as “IKEA.”

Definition of personal data

Personal data include any information that can be directly or indirectly linked to an individual. This may include a name, address, telephone number, images, or IP addresses. When we collect personal information in connection with your visit to our website or as part of our services, we ensure this is done with a defined purpose and a clear legal basis so you understand what data are collected and why.

Types of personal data we collect

We collect and process personal data in various situations and for different purposes. This includes when you visit our web pages or stores, purchase products in-store or online, contact our customer service, or communicate with us through other available channels.

Additionally, we may obtain data from third parties. Any data acquired from external providers are treated with the same level of care and security as the personal data we collect directly.

If you choose to withhold certain personal data we request, you may not have access to all sections of the IKEA website or be able to take full advantage of services such as IKEA Family, IKEA for Business, or the IKEA Business Network. It may also limit our ability to respond to your enquiries or provide services.

The specific data we collect depends on the service provided. For example, to process an online purchase, we require your name, address, payment information and contact details.

The types of data we collect in different situations may include:

Name and contact details – full name, home address, delivery address, invoice address, phone numbers and email address.
Demographic data – date of birth, gender, household size, language preference.
Personal preferences – preferred store, shopping preferences.
Payment information – credit card and bank details.
Device and device usage information – session data from website visits, mobile apps or internet platforms, including duration, frequency, language settings, browser details, operating system and IP addresses.
Location information – location data from mobile device usage.
Customer activities – contract details, purchase history, buying habits, customer service interactions (including voice recordings).
Photos and video – mages and CCTV recordings from visits to our stores.

Further details can be found in the following sections of this policy. In many cases, you can control the data we collect by adjusting your online preferences, such as marketing consent and cookie settings.

When we collect personal data

We process your data for specific purposes and for a defined duration in accordance with data protection laws and regulations.

Below are the key situations in which we collect personal data:

When you purchase products and services from us in-store, online or over the phone.
When you access our websites or use our mobile apps. (Our website also uses cookies; for more information on managing cookies, please read our Cookie Policy.)
When you log into our in-store wifi.
When you sign up as a registered IKEA customer, IKEA for Business customer, or to our loyalty programmes (IKEA Family and IKEA Business Network).
When you contact us or participate in surveys, competitions or promotions.
When you interact with our customer service team in-store, online or by phone.
When you engage with us on social media (e.g. by mentioning/tagging us or reaching out directly).

Shopping at IKEA

We process the data you provide to fulfil our contractual obligations when you purchase an item. This includes the delivery of goods you have purchased or ordered online. We also use your data for billing and payment management, which may involve communication by email or post, as well as ensuring timely delivery. Additionally, we will inform you about delivery dates and any changes to them.

We will retain your data until we have fully performed our obligations, and only as long as legally required or if necessary to enforce or defend a legal claim.

To facilitate delivery, we share your name, address, phone number, and email address with our delivery contractors and order processors. They will handle the delivery, notify you of any updates, and coordinate with you as needed. If you provide us with your mobile phone number and/or email when placing your order or contacting us, we may also use these details to send you notifications, such as when registered goods are available, when your order is updated, or to inform you of delivery status.

In the event of a product return, we may use your email address to send you a digital refund card.
IKEA online planning appointment

We will process the data you provide when booking an IKEA online planning appointment to deliver this service. This includes contacting you to arrange the appointment and assisting with planning your IKEA furnishing solution.

Once your appointment is confirmed, you will receive a confirmation email. Please note that your booking becomes binding once the appointment is confirmed. We will store the data you provide for the duration of our business relationship and only as long as legally required, or if necessary to enforce or defend legal claims.
IKEA customer satisfaction survey

We may contact you by email or text message to gather feedback on your satisfaction with IKEA products, customer services, or other services you’ve used. Our goal is to continuously improve your experience with IKEA, as well as the quality of our products and services.

To achieve this, we will use the email address or mobile phone number you provided when making a purchase, placing a service order, or contacting customer service. We will anonymise your information as much as possible, ensuring that no conclusions can be drawn about you based on the survey data.
IKEA mobile app

When using the IKEA mobile app, we may collect your personal data for various purposes, depending on the features you access.

If you opt-in through the app settings, we can analyse your activity to offer personalised content that may interest you. We can also send you notifications about the latest offers, improve app functionality, and enhance the quality of our products and services. In certain cases, we may ask for your location to tailor delivery options or check product availability in your area. After obtaining your consent, we may also use your device’s camera to scan products. If you choose to make purchases through the app, we will require your data to fulfil your order and deliver the products or services you’ve requested.

Additionally, we will process data related to any features you use within the IKEA mobile app, such as creating shopping lists.

The IKEA mobile app also offers IKEA Kreativ, a virtual design tool that allows you to scan your rooms using your device’s camera, upload scans, and insert, move or remove IKEA furniture in your virtual space. To provide this service, we process your email address (to associate designs with your profile), the photos you take, and data related to how and when you use IKEA Kreativ. Please note that the photos you upload may contain additional data, including images of other people. However, IKEA does not process or analyse these data beyond the intended use for the service.

We will store the data you provide via the IKEA mobile app as long as the app remains installed on your device, and beyond that only as long as necessary to enforce or defend legal claims.
IKEA Family

We will process the data you provide when registering for IKEA Family to manage your membership and the associated benefits. This includes sending you IKEA service ratings and review surveys (see below), as well as using your data for marketing, customer loyalty and product recall notifications. We will send you personalised messages with information we believe is particularly relevant and interesting for you based on your data. This information may include our own offers, partner offers, workshops, product recalls, competitions, special marketing programmes and events.

We will store the data you provide for your IKEA Family membership for up to five years if your membership remains inactive.
Rewards from IKEA Family – launch and valid from 3 September 2025.

Rewards from IKEA Family is a benefit connected to the IKEA Family membership. We use your transaction data, IKEA Family profile information, online activity on our website (IKEA.ch) and in the IKEA app, as well as your participation in events, workshops, and planning appointments (in-store and online) to manage and deliver your rewards from IKEA Family.

This includes using your purchase history and other interactions (such as browsing behaviour while logged in) to calculate points and unlock rewards. If you earn points by purchasing a product and later return it, we will link the return to your IKEA Family profile to adjust your points balance accordingly.

We collect data about purchases, points, and other interactions when you are logged in or identified as an IKEA Family member. Your email address will also be used to send you necessary updates and communications about your rewards from IKEA Family.

To ensure we continue offering relevant and valuable loyalty benefits, we also use your data to evaluate and improve the rewards from the IKEA Family programme. This includes analysing how our members interact with our website and app, which rewards are most often redeemed, and which types of activities (beyond purchases) are most popular.

We may also reach out to you for your feedback through surveys or interviews. Participation is entirely voluntary. If you choose to take part, we will collect your name and contact details (such as your email address and phone number) to facilitate communication.
IKEA Business Network

We will process the data you provide when registering for an IKEA Business Network membership to manage your membership and for marketing and customer loyalty purposes. This includes providing services such as cashless payment on account, phone and email orders, an unlimited right to exchange goods (even without a receipt), and access to special offers and discounts available to IKEA Business Network members.

As part of this business relationship, we will collect information from credit agencies (specifically CRIF AG) about you and your company to assess your creditworthiness and default risk. We will also send you personalised messages with information we believe is particularly relevant to you based on your data.

We will store the data you provide for IKEA Business Network membership for the duration of your membership. Afterwards, we will retain your data only as long as required by law or if necessary to enforce or defend legal claims.
Administrative and internal business purposes

We may use your personal data for internal business purposes, such as enhancing our site, improving our services and products and identifying usage trends. We may also use your data to monitor website usage and ensure our site is presented in the most effective and relevant manner for you and your device, including setting default options like language and store location.

For logged-in customers, we collect data about your use of our various channels (app, web and store—only if you identify as an IKEA Family or IKEA Business Network member) to better understand how customers interact with these channels and how they complement each other. This helps us review and improve our customer meeting points.

It is in our legitimate interests as a business to use your personal data in this way. For example, we aim to ensure our website is user-friendly and operates efficiently, and that our products and services are of high quality. We also want to make it easy for you to interact with us. When we rely on legitimate interests, we ensure that these are balanced with your privacy rights.
IKEA Playroom (Småland)

When you leave your child in the Playroom while you visit the store, we will record data to register your child's presence. Your identity card will be checked to confirm your identity. In case of emergency or any situation requiring your attention, we may contact you by phone.
Location data

Some of the services we offer, particularly on our online platforms (including the IKEA app), may access and process location data. For example, if you use the location function to find a nearby point of sale, we may collect location data through your IP address, browser, GPS, sensors, signals or Wi-Fi access points. These data are used to provide you with a personalised and optimised service.

Location data are generally processed with your consent. You can withdraw your consent at any time by adjusting the settings on your device and/or in the corresponding cookie settings (see our cookie guidelines). Please note that if you withdraw consent, some features of our services may no longer be fully available.
Image and sound recordings

We may capture photos, videos and audio recordings in which you may appear, for example when you attend an event, contact customer service or receive advice via video conference. We also make recordings through video surveillance in our stores and other premises (see section on Camera Systems).
Camera systems

Video surveillance in IKEA stores and Plan and Order Points is limited to general business areas and circulation spaces. The data collected are processed for the protection and safety of our customers, employees, products, and property.

Additionally, we process the data to fulfil our legal obligations, such as legal defence or prosecution (including the prosecution of criminal offenses), securing evidence and enforcing our rights to access and control the premises.

We take appropriate technical, physical and organisational measures to protect data from unauthorised access, disclosure, or loss. Specifically, data are stored in a way that only authorised personnel responsible for maintaining and managing the video surveillance system can access them.

When necessary, the data may be shared with the following recipients:

To secure evidence in criminal cases: security authorities or courts.

For evidence purposes in civil cases: courts.

For insurance claims: insurance companies.

For law enforcement: lawyers, authorities and other public bodies.

Social media functions

Our online platforms include links to our social media profiles on Facebook, LinkedIn, Instagram, TikTok, YouTube and Pinterest. These services are provided by the companies listed below (referred to as ‘Social Media Providers’):

Facebook and Instagram: Meta Platforms Ireland Limited, Dublin, Ireland

TikTok: TikTok Technology Limited, Dublin, Ireland

YouTube: Google Ireland Limited, Dublin, Ireland

Pinterest: Pinterest Europe Ltd., Dublin, Ireland

For details on data collection, usage and privacy settings, please check the providers' privacy policies.

When you click on any social media icon on our site you will be directed to our profile on that platform. To use the functions, you may need to be logged into your user account. If you don’t want your actions to be linked to your account, log out before clicking the link. Even if you’re not logged in, data may still be sent to the provider through cookies.

If we share responsibility with the provider for certain data processing, we will have an agreement with them. You can view this agreement with the provider.
Digital marketing and social media advertising

We collaborate with advertising partners such as Facebook, Instagram, Snapchat, Pinterest, TikTok and YouTube for advertising on social networks. Additionally, we work with Google for online advertising networks, including Google Ads.

Our advertising partners use data provided by us, as well as data collected through cookies and other tracking technologies, to predict your preferences and interests. This process is a standard industry practice known as "retargeting".

Retargeting enables us to deliver relevant advertising campaigns tailored to your interests, measure the efficiency and reach of our advertising materials and evaluate the performance of advertising partners and the effectiveness of campaigns.

Our advertising partners may use cookies and similar technologies to trace your usage of our websites and services by accessing data stored on your device or in apps.

To create personalised marketing content and deliver ads that are relevant to you, we may share following information with our advertising partners:

your activity on our website, such as pages viewed or items added to your cart, purchase history or other transactional interactions, information from your account, membership or newsletter subscription, an encrypted email address or device ID.

If a match is found between your data and their database, you may receive personalised ads in your feed or search engine. If no match is found, your data are securely destroyed.

To ensure the secure handling of your data, we use a technique called hashing. This scrambles your data so they are unreadable to anyone except the intended recipient and only for the specified purpose.

Each advertising partner acts as an independent controller for their part of the data processing, including any potential transfers of personal data to non-EEA countries. Please review their privacy policies for more details on their data handling practices.

We use your data for the purposes of:

Targeted advertising: to display relevant ads based on your preferences and activity.

Lookalike audiences: to find individuals with similar interests or behaviours to you. This allows us to reach new customers who share characteristics with our existing audience, helping us expand our reach to users who are more likely to be interested in our products and services.

Performance measurement: to evaluate the efficiency and reach of advertising campaigns.

When we send you direct marketing material, we rely on your consent to receive personalised marketing communication via email and text messages. We use pixels in newsletter emails to gauge recipients' engagement metrics, to which we rely on your consent given to receive direct marketing. Additionally, the use of cookies or similar tracking technologies on your browser/device is based on your consent collected via the cookie banner. We may use your personal data to improve targeted marketing campaigns through our advertising partners, relying on our legitimate interest as business to carry out these activities.

You can manage your preferences as follows:

Withdraw consent: use the unsubscribe link included in the email communication you receive from us or update your preferences in your account settings at any time.

Adjust social media settings: control how your data are used for advertising directly on the social media platforms you use.

Opt-out options: manage your preferences via our Cookie Policy to opt-out of targeted ads.

IKEA chatbot/chat

The IKEA chatbot can support you with general concerns and also answer your questions about your order status automatically. It is not artificial intelligence but it reacts to each input to provide independent answers. The information you provide is stored to optimise the customer experience and improve certain functionalities of the solution.

Personal data, e.g. name, email address or order number, are needed to process your request or order status. Your data will be deleted after 6 months.

Automated individual decisions

These are decisions that are made completely automatically, i.e. without human input, and have legal consequences for the data subject or significantly affect them in another way. We do not usually do this, but we will inform you separately if we use automated individual decisions in individual cases. You then have the option of having the decision reviewed by a human if you do not agree with it.

Cookies and similar technologies

We use cookies and similar technologies on our website. Cookies are small data files that are created on the device you use to visit our website, such as a computer, tablet, smartphone or smartwatch. Where we refer below to ‘cookies’, we also mean other similar technologies.

Cookies enable us to recognise your web browser. This is useful because then you don’t need to repeatedly input your data, specify choices, put products in your shopping basket or modify your settings. It also means we can improve the performance of our website and better understand visitor behaviour on it, and other parties can learn about your surfing behaviour so they can show personalised advertisements across multiple websites and omit non-relevant advertisements.

IKEA’s cookie policy is available here: Cookie Policy.

In the cookie policy you can learn more about how we use cookies.

Sharing personal data with suppliers and abroad

In several cases we provide your data to external parties. When we work with external companies that provide services where they need to process personal data, they may only use your data for the purposes that IKEA specify. They may not, therefore, use these data for their own purposes or transfer the data to others. It is also possible that we are required by law to disclose your data to government bodies or other parties. In all cases we will only disclose what is strictly necessary by law.

We mostly process and store personal data in Switzerland and the European Economic Area (EEA). In certain cases, however, we may also disclose personal data to service providers and other recipients who are located outside this area or who process personal data outside this area, in principle in any country in the world. The countries in question may not have laws that protect your personal data to the same extent as in Switzerland or the EEA. If we transfer your personal data to such a state, we will ensure the protection of your personal data in an appropriate manner.

One means of ensuring adequate data protection is, for example, concluding data transfer agreements with the recipients of your personal data in third countries that ensure the required data protection. These include agreements that have been approved, issued or recognized by the European Commission and the Federal Data Protection and Information Commissioner, so-called standard contractual clauses.

Ensuring the security of your personal data

We are taking appropriate technical and organisational measures to protect the confidentiality and integrity of your personal data. We protect your personal data from unauthorised or accidental destruction, accidental loss, technical errors, falsification, theft, or unlawful use, and from unauthorised amendment, copying, access or other unauthorised processing.

You should be aware, however, that the transmission of information via the Internet and other electronic media creates certain security risks, and that we can give no guarantee of the safety of information transmitted to us by these means.

Data retention

We retain your personal data for as long as we consider necessary or appropriate in order to comply with valid legislation, or as long as it is necessary for the reasons for which it was collected. Retention periods will vary according to the type of the data and in some cases, there is legislation in place which requires us to keep the data for a certain time period.

We delete your personal data as soon as they are no longer needed.

Access to your information; correction and deletion

You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please contact us using the contact information below.

If any piece of information is incorrect, we will make an update at your request.

You can also ask us to delete your data and not to use it again. If you have given your permission for the use of your information for marketing purposes, you can withdraw that permission.

Please be aware that deleting your data may limit our ability to provide you with services related to our products, e.g. proof of warranty.

Complaints and supervisory authority

If you feel that we have processed your personal information incorrectly, you can always contact us at IKEA. The Federal Data Protection and Information Commissioner ('FDPIC') is responsible for law enforcement and supervision related to data privacy in Switzerland and complaints can also be submitted to them. Contact details for FDPIC are available here or by phone +41 (0)58 462 43 95.

Contact us

Please contact us if you wish to execute of any of your rights specified above or have any questions about our privacy notice by using this online form or in writing to:

IKEA AG
Landesorganisation Schweiz
Betrieblicher Datenschutzbeauftragter
Müslistrasse 16
8957 Spreitenbach

Representative in the EU

The contact details above can be used by anyone for any communication relating to data privacy. For supervisory authorities and customers based in the European Union we also provide a representative in the EU which can be contacted at the following address:

VGS Datenschutzpartner UG
Am Kaiserkai 69
20457 Hamburg
Germany

Changes to this Legal Notice / Privacy policy

We may update, amend, supplement, or otherwise revise this Privacy Notice from time to time. If we make any significant changes, we will let you know, but we recommend that you regularly check to make sure you have reviewed the latest version.

Valid from: 12.03.2025