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COVID-19 - Secure Shopping

We want to provide a safe shopping experience for everyone and a safe working environment for our employees. Information on how we do this can be found below.
There is no rush to return products, we have a good solution for everyone. Read more about it below.

On this page you will find all the latest information on the following topics:

Last updated: 24 June 2021


Shop safely at IKEA

We comply with the federal regulations to combat the pandemic.

Stricter hygiene measures
You’ll find disinfectant dispensers and wipes throughout our stores, and our cleaning staff are constantly on the go.

Minimum distance and mask requirement

To protect ourselves, we are all keeping at a distance of 1.5 metres from one another. In our IKEA stores, masks are mandatory without exception - to ensure the most comprehensive protection for our co-workers and customers.

Card or contactless payment

You can protect yourself and others by paying by card or contactless (TWINT) rather than cash whenever possible.

Eating at IKEA

Our restaurant is open again. The following measures apply. Our bistro meals are currently available to take away.

Hygiene and safety measures at the restaurant

The health of our customers and our co-workers is our top priority. We are fully compliant with the COVID Ordinance. Contact details must still be recorded, but only for one person per group. Children under the age of 12 are exempt.

We use an app to collect this data. The app can be downloaded from the link below:

For the IKEA store in Aubonne: “Social Pass” app

For the IKEA store in Vernier: www.coga.app where a form needs to be filled

For all other IKEA stores in Switzerland: “Mindful” app. Alternatively, you can create your own personal QR code here and bring it with you printed or on your phone.

Guests may only remove their masks when they are seated at a table in the restaurant.

It is also possible to check in at the store.


Current information about our services

Returns and Exchange

We offer a 365-day return policy. This period is automatically extended by the duration of the lockdown.

Deliveries

All delivery methods are available.

Click & Collect

Now only CHF 9.95

With Click & Collect you can conveniently shop from wherever you like and collect the goods with our drive-in service or even 24/7 in our lockers in front of the stores.

Online planning service

With our planning service, you get an all-inclusive, stress-free service package. At a previously agreed time, meet online with our specialists for kitchens, wardrobe systems or living room storage solutions, and they will be able to offer you professional support with your planning.

Assembly

Booking of our assembly service works as usual again.

Product availability

To be able to order your products online or buy them in the store, they must be in stock. We show you how to check availability: Here's how it works.

IKEA for Business

Our IKEA for Business specialists will advise you free of charge online via chat, video conference, by e-mail or phone or welcoming you in our IKEA stores.


Important Update on Stock Availability​

Due to the impact of COVID-19, we are currently experiencing some supply delays, which may impact product availability in-store and online. We encourage customers to check online to determine product availability prior to their store visit or online purchase.​

  • We always encourage our customers to check online or on the IKEA app to see product availability in their local store prior to visiting. We have made stock information more accurate and is updated more frequently.​
  • We do not recommend that you contact us by phone or chat regarding stock inquiries, as we are currently experiencing high call volumes and very long wait times. The stock availability you see online or on the IKEA app is the same information that our customer support centre will provide.​
  • The best way to obtain updates on product availability is to visit the product page, click on the “check other IKEA stores” link and select to be notified when supply is back in your local store.​
  • Please note that items showing “low stock” may not be available at time of purchase.​
  • We appreciate your patience while we work with our suppliers to restock your favourite IKEA products.

Frequently asked questions

Are you looking for further information? Here we have collected all answers for you:

Delivery

  • When will I receive my delivery?

    Truck deliveries:
    We will keep you informed about the status of your delivery. Please use our order tracking tool

    Parcel delivery:

    • As soon as your order reaches our delivery partner DPD, you will be notified about the exact time and date of delivery.
    • It may happen that your Parcel delivery is split into two packages and that these are not delivered simultaneously. Please be patient. The second package will be sent to you as quickly as possible. Thank you.
  • What impact will the availability situation have on my delivery?

    Due to the current extraordinary situation, our supply chain may be interrupted at the moment. If your delivery is affected, we may remove individual delayed items from your order so that we can keep your promised delivery date. The amount of these items will of course be refunded to you. We apologise for any inconvenience this may cause and are working hard to provide you with your usual shopping experience.

  • How can I avoid coming into contact with someone during delivery?

    Since the health of our customers, our co-workers and our service partners is our top priority, IKEA and all suppliers that carry out orders for IKEA are adhering to the official guidelines laid down by the FOPH (such as wearing of masks, consistent adherence to distancing guidelines, hygiene routines and more frequent cleaning).

    Deliveries through our service partners

    Our service partner will call you 30 minutes before delivery. You can let them know if you prefer your delivery to be placed at your front door instead of being brought into your home. Or, if possible, simply select our “Curbside delivery” delivery option.

    Parcel deliveries
    Our service partner DPD will deliver your package to your home directly. There is also the possibility of a contactless transfer (authority to leave). DPD will send you a link as soon as they have received your package.

    IKEA Collect Box / Click & Collect Drive-In
    With this service, you can collect your order without directly coming into contact with any of our co-workers.

Click & Collect

  • Can I pick up my ordered furniture at an IKEA Pick up Point (Chur/Saxon)?

    Yes. All deliveries can currently be picked up at the Chur and Saxon Pick-up

  • Can I pick up my ordered furniture at a store (Click & Collect or IKEA Collect Box)?

    Click & Collect Drive-In (collection from an IKEA store)
    Click & Collect orders are possible for all IKEA stores in Switzerland.

    • All Click & Collect orders must be collected from the IKEA store and within the time window selected during the ordering process.
    • PLEASE NOTE: This option is not available for all items. If this option is possible for your order, it will be offered to you during the ordering process directly.

    IKEA Collect-Boxes
    IKEA Collect Box orders (collection from an IKEA Collect Box at an IKEA store) can be placed for all IKEA stores in Switzerland.

    • All IKEA Collect Box orders must be collected within 24 hours after receiving an order confirmation e-mail.
    • PLEASE NOTE: This option is not available for all items. If this option is possible for your order, it will be offered to you during the ordering process directly.

Returns and Exchange

  • The return period for my product expired during the lockdown. Can I still bring it back after the re-opening of the IKEA stores?

    Yes, of course. For all products, for which the return period has expired during the lockdown and which fulfill our return criteria, we are prolonging the return period until end of April (30.4.2021). 

    Your health and the health of our co-workers is our highest priority. We therefore ask our visitors to consider postponing all exchange and returns, which do not need an urgent processing, for the first couple of weeks of the re-opening phase. Thank you for your understanding.

  • My trial period of my new mattress has expired during the lockdown. Can I still exchange it for a new one after the re-opening of the IKEA stores? 

    Yes, of course. For all mattresses, for which the exchange period has expired during the lockdown and which fulfill the exchange criteria, we are prolonging the exchange period until end of March (31.3.2021). That means, you can exchange your mattress if it was bought after the 20.10.2020 (delivery or purchase date). 

    Your health and the health of our co-workers is our highest priority. We therefore ask our visitors to consider postponing all exchange and returns, which do not need an urgent processing, for the first couple of weeks of the re-opening phase. Thank you for your understanding.

  • The warranty of one of my products expired during the lockdown and therefore I couldn’t claim my case with IKEA. Can I still claim the warranty after the re-opening?

    Yes, of course. All warranty periods, which would have expired during the lockdown and couldn’t be registered correctly with IKEA, will be prolonged until end of April (30.4.2021).

    Your health and the health of our co-workers is our highest priority. We therefore ask our visitors to consider postponing all exchange and returns, which do not need an urgent processing, for the first couple of weeks of the re-opening phase. Thank you for your understanding.

Products, availability and vouchers

  • Can I reserve products?

    Unfortunately, it is not possible to reserve our products either online or in our furniture stores. If the item you want is currently unavailable, you can select your product online, check the new availability date and activate the notification function to let you know when it will be available again.

  • How will I know when a product is available again?

    If the item you want is unfortunately unavailable, you can select your product online, check the new availability date and activate the notification function to let you know when it will be available again.

    Here’s how

  • My voucher expired during the lockdown, what can I do?

    We have already extended the expiry date of most vouchers by about 2 months, so you can still use your voucher after the lockdown.

Services: assembly, installation, planning and other services

  • Can I book an assembly or kitchen/bathroom installation?

    Booking of our assembly service works as usual again.

    Since the health of our customers, our co-workers and our service partners is our top priority, IKEA and all suppliers that carry out orders for IKEA are adhering to the official guidelines laid down by the FOPH (such as wearing of masks, consistent adherence to distancing guidelines, hygiene routines and more frequent cleaning).

  • Can I book a rental van?

    Yes, you can book a rental van with us again.

  • Can I book a sewing service?

    Yes, the sewing service is bookable again.

Complaints

  • I have made a complaint by telephone or email. When can I expect a response?

    We’re receiving a lot of calls and emails at the moment. We are doing our utmost to process all enquiries. Unfortunately, you may need to wait longer than usual for your calls and emails to be answered, however.

    We deeply regret this and would like to thank you for your patience and understanding.  


Find out more about our approach to COVID-19: