How does the ‘Home Delivery’ service work?
To use this service, add the items you want to your basket and select the ‘Home Delivery’ option when you complete your purchase. Provide detailed instructions for the courier, select your preferred day/time slot and confirm your order. You will receive an email and an SMS with the delivery details. Ensure that access is clear and that someone over the age of 18 is present at the address. The carrier will leave the items in the room(s) of your choice without you having to move them yourself. If you notice any problems (such as damaged or missing items), inform the carrier, note it on the delivery note and contact our Customer Service Department.
a. Add the items to your shopping basket and select the ‘Home delivery’ option. If this option does not appear, it may be because:
- The dimensions of the item are below the established weight and size limits.
- Stock availability in the area according to your postcode.
- For express delivery, we depend on the carrier's capacity according to the agreed days and time slots.
b. If you purchase online or from the distance selling team, provide detailed instructions such as: address, type of property (building, house or office), whether there is a lift, and whether the delivery will be made in a restricted traffic or pedestrian area.
c. Choose the day and 4-hour time slot.
d. Confirm your order and check that the delivery and payment details are correct. On the day of delivery, inform the carrier which room(s) you would like the products to be placed in. It is important to check that the size of the package fits the available space.
e. You can change the date or time slot before the order is prepared or in the process of being shipped. You can manage this yourself using our self-service solution ‘Reschedule’ in Track and manage your order. Changes to items (adding or removing products) are not permitted. If you need to do so, you must cancel your order and create a new one. Please note that if the order has already been dispatched, the delivery costs will be deducted.
f. To cancel your order, go to Track and manage your order and select ‘Cancel order’. If you are unable to do so, please contact Customer Service.
2. Processing and shipping:
a. You will receive an email and/or SMS with the delivery details.
b. Please make sure you are available on the selected day and time slot.
3. Order delivery:
a. The carrier may contact you prior to delivery. If you do not answer the call, the delivery person will proceed with the delivery process. It is not possible to contact the carrier directly, as they are usually on the road making deliveries. To keep you informed, you will receive emails at each stage of the process, from preparation to delivery. On the day of delivery, we will send you a notification with the estimated time slot, and you will be able to track the status of your shipment in real time at Track and manage your order. Please note that we cannot guarantee or specify an exact time of arrival.
b. Ensure that the delivery vehicle has safe and unobstructed access to your address.
c. Ensure that someone over the age of 18 is available at the selected time to confirm delivery. Remember that you must remain at the address provided throughout the selected time slot, as we cannot guarantee an exact time. If no one is at the address at the time of delivery and we are unable to contact you, the order will be marked as failed. In the event of any issues, we will contact you directly.
d. Have your order confirmation and contact details to hand.
e. The carrier will deliver your items to the room of your choice. If you have items at home that you wish to return, you will not be able to do so at the time of delivery. To do so, please contact our Customer Service Department and request a home collection service.
f. Upon receiving your order, check that it matches the delivery invoice and verify that there is no damage and that no items are missing. If you detect any problems, inform the carrier and note it on the delivery note. The carrier will notify IKEA, and if you prefer, you can also contact our Customer Service team directly.
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