IKEA Store terms and conditions
Updated May 22nd 2026
These IKEA store terms and conditions (“Terms and Conditions”) apply to all purchases of goods and services made by consumers at IKEA Oy (“IKEA” or “we” or “us”) stores. The Terms and Conditions define the rights and obligations of the consumer (“consumer”, “customer” or “you”) and IKEA in situations where the consumer shops at an IKEA store. A consumer means a natural person who purchases goods, services and/or other products primarily for purposes other than their business activities. These Terms and Conditions do not limit your rights under the Consumer Protection Act.
These Terms and Conditions cover, among other things, the purchase of goods and services at IKEA stores, payment, delivery and pickup options, returns and complaints, as well as the rights and obligations of the parties in situations where the customer is a consumer. The table of contents below helps you to understand the Terms and Conditions as a whole and makes it easier to find specific sections. If you have any questions about these Terms and Conditions, please contact IKEA Customer Service.
Sisällysluettelo
2. Product and price information
2.2 Product availability and changes to the product range
2.3 Product prices and pricing information
4. IKEA As-is and Buyback & Resell service
7.1.1.1 Collect from IKEA location
7.1.1.2 Collect from IKEA location pickup locker
7.1.1.3.1 Collect from parcel pickup point
7.1.1.3.2 Parcel delivery to your door
7.1.1.4 Collect from external pickup point – 1-hour pickup time
7.1.1.5 Collect from external pickup point – 3-day pickup time
7.1.1.6 Delivery to your address – handover from delivery truck
7.1.1.7 Delivery to your address – carried inside
7.1.4 Receiving an order and handling damages
7.3.2 Scheduling the assembly service and service execution
7.3.3 Cancellation terms for the assembly service
7.3.4 Complaints about the assembly service
7.4 Installation service for bathroom and kitchen furniture
7.5 Planning & design services and cancellation of a planning appointment
7.6.2 Availability and restrictions of the service
7.6.3 Ordering the service and cancellations
7.6.4 Preparing for removal and terms of service
7.6.5 Alternative recycling options
7.8 Services provided by third parties
8 Cancellation and changes to orders and out-of-stock products before delivery
8.1 Cancelling and changing an order before delivery
8.2 Out-of-stock products before delivery
9.1 365-day exchange and return right and a 90-day “Love it or exchange it” policy
10. Liability for defects and complaints
10.1 Liability for defects and durability guarantee
10.3 Manufacturer's repair obligation in certain cases
11. General terms and conditions and data protection
11.1 Intellectual property rights
11.3 Applicable law and disputes
11.4 Processing of personal data
11.5 Changes to the terms and conditions and notification
12.2 Terms and conditions for product reviews
12.2.2 Publication and moderation of reviews
1. Formation of contract
A contract between the customer and IKEA is formed when the customer pays for the goods or services (hereinafter collectively referred to as the “product”) in part or in full, or places an order for the product, whichever occurs first. A contract between the customer and IKEA is also formed if the customer otherwise accepts these Terms and Conditions when dealing with IKEA, for example when offering a product to IKEA’s Buyback & Resell Service. The receipt serves as proof of the purchase/order and of the contents of the agreement between the customer and IKEA.
2. Product and price information
2.1 Product information
We do our best to ensure that all product information provided in the IKEA stores is accurate and up to date. However, we reserve the right to correct any errors in the product information.
It is important to us that you have the most comprehensive information about our products before making a purchase decision and that the products you buy from us can be in your use for as long as possible. For this reason, we aim to inform you of the repairability score of our products whenever possible. The score describes the product's repairability and helps you assess the factors affecting it already at the time of purchase. If a product does not have a repairability score, we aim to provide information on the availability of spare parts, estimated costs and ordering methods, as well as the availability of repair and maintenance instructions and any limitations related to repair.
2.2 Product availability and changes to the product range
We do not guarantee the continuous availability of all products, and product availability may vary. Product availability may also vary between stores. We may make changes our product range either permanently or temporarily without separate notice. Changes may also be made to the product range, certain products may be discontinued and sales quantities may be limited.
2.3 Product prices and pricing information
The prices displayed in our stores are valid until further notice, unless otherwise stated.
Product prices may be subject to change without prior notice. Unless otherwise stated, price changes take effect immediately.
We do our best to ensure that all price information provided in IKEA stores is correct and up to date. If a product price is incorrect, IKEA reserves the right to correct the error. If the price of a product deviates from its usual price level so significantly and clearly that an average consumer could reasonably be expected to recognise this as an error, IKEA is not bound by that price.
All prices are quoted in euros and include value-added tax (VAT).
Delivery, assembly, installation and other additional services are priced and charged separately.
2.4 Offers and promotions
Offers and promotional prices are valid for the period indicated or for as long as stocks last, unless otherwise stated.
Offers apply only to new purchases/orders placed during the validity of the offer and cannot be combined with other discounts, unless otherwise stated in the terms of the offer.
IKEA reserves the right to correct any obvious errors in offer and promotional information. Offers and promotions may be subject to additional terms and conditions, and these will be provided alongside them.
2.5 IKEA Family member offers
If a product is on offer for IKEA Family members, you can claim your discount or other benefit by identifying yourself as an IKEA Family member at the checkout before completing your payment. You can identify yourself in the following ways:
- by using the QR code found in IKEA Family emails, and by logging in to your member account via the IKEA app or IKEA website;
- by using the phone number linked to your membership;
- by using your email address; or
- by using your membership card number.
Learn more about IKEA Family membership and the associated terms and conditions.
3. Payment
3.1 Payment methods
Payment can be made using the payment methods accepted by IKEA at the time of the purchase. Payment is charged at the time of purchase, unless otherwise stated during the order or purchase transaction.
We accept various payment methods, including cash, major debit and credit cards, and certain mobile payment methods. The payment methods available may be changed without prior notice.
You may also use the IKEA Hei card, IKEA gift card and IKEA credit voucher for payment. The financing partner for the IKEA Hei card and the IKEA loan is Ikano Bank AB (Business ID: 2275700-4). Find more information about the financing services we offer. Please note that in a single purchase, IKEA gift cards can be used for a maximum value of EUR 1 000 per customer. The limit applies to the purchase transaction as a whole, regardless of whether one or more IKEA gift cards are used. You can find up-to-date information on the payment methods we accept on our website.
Please note that the use of any listed payment method may be temporarily unavailable, for example due to technical issues. Accepted payment methods may also vary between IKEA stores and their use may be subject to method-specific restrictions. For example, the maximum amount for a cash payment per transaction is EUR 5 000.
3.2 Self-service checkouts
In IKEA stores, you can pay for products at traditional checkouts or self-service checkouts. When using a self-service checkout, please note the following:
- you are responsible for following the instructions provided for its use;
- scan all items carefully before payment;
- verify that the prices and quantities of the products are correct before payment;
- report any discrepancies, ambiguities or errors you notice to staff;
- ensure that you pay for every item; and
- keep your receipt until you leave the IKEA store.
At the self-service checkouts, you can only pay by debit or credit card, IKEA Hei card, IKEA gift card or IKEA credit voucher.
Random checks may be carried out on purchases made at self-service checkouts.
We may suspend the use and provision of self-service checkouts due to suspected misuse, restrict the availability of the service for certain products, and amend the terms of the service without prior notice. Misuse of the self-service checkout may result in a ban on their use and possible other consequences, including legal action.
IKEA is not responsible for technical problems arising in connection with the use of self-service checkouts or for any resulting consequences, such as delays.
3.3 Shop & Go
With the Shop & Go service, you can scan products using the IKEA app whilst shopping in IKEA stores and pay for the scanned products at any checkout in the store.
Using the service requires downloading and setting up the IKEA app.
When using the Shop & Go service, please note the following:
- you are responsible for following the instructions provided for using the service;
- Scan all products carefully before payment;
- verify that the prices and quantities of the products are correct before payment;
- report any discrepancies, ambiguities or errors you notice to staff;
- ensure that you pay for every product;
- keep your receipt until you leave the IKEA store.
Random checks may be carried out on purchases made using the Shop & Go service.
We may suspend the use and provision of the Shop & Go service due to suspected misuse, restrict the availability of the service for certain products, and amend the terms of the service without prior notice. Misuse of the service may result in a ban on using the service and possible other consequences, including legal action.
IKEA is not responsible for technical problems arising in connection with the use of the Shop & Go service or for any consequences thereof, such as delays.
4. IKEA As-is and buyback & resell service
4.1 IKEA As-is
At the IKEA As-is, you can buy display items, customer returns and second-hand products. Products sold at the As-is are used or may otherwise differ from new and/or defect-free products, and they are sold as-is. Therefore, As-is products may have faults, defects or signs of wear.
The As-is may also sell products or parts thereof as spare parts, building materials or recycling materials. It is the customer’s responsibility to ensure that the purchased items are suitable for their intended and planned use. It is also the customer’s responsibility to ensure that such items are installed and used safely, lawfully and appropriately. IKEA does not guarantee that products sold as spare parts, building materials or recycling materials are suitable for any specific purpose.
4.2 Buyback & Resell Service
If you have IKEA products that are in good condition, assembled in accordance with the instructions and unmodified, you can offer them for sale via our Buyback & Resell Service. We inspect each product before accepting it for sale, and IKEA is under no obligation to accept the product offered for sale.
If we accept the product, we will offer you in-store credit for the product. If you accept the in-store credit, ownership of the product will transfer to IKEA and you will receive an IKEA refund card loaded with the agreed credit amount. The IKEA refund card can be used in IKEA stores, the online store, and IKEA Restaurants and Bistros during the validity period stated on the IKEA refund card.
The annual household return limit for Second Hand products is EUR 2 000. The service is intended for private customers.
Please note that we do not accept all products for sale via the Buyback & Resell Service. Read more about the IKEA Buyback & Resell service and its restrictions.
5. Collection of products
The location of IKEA products available for purchase varies depending on, among other things, the size of the product. If the customer does not use the delivery or collection service, the customer is responsible for collecting the necessary products themselves. Small items can be taken directly from the relevant departments in the IKEA store. Larger items must be collected either from the self-service warehouse or the service warehouse.
Self-service warehouse products can be found at their designated aisle and shelf location in the self-service warehouse. The aisle and shelf locations are shown on the product information page on the IKEA website and in the IKEA app, as well as on the price tags of display products in IKEA stores.
Some of the products to be assembled consist of several packages. If the product is to be collected from the self-service warehouse, the customer is responsible for checking and collecting all necessary packages before purchasing the product. If the customer does not collect all required parts, packages or products, IKEA is not responsible for replacing or delivering missing parts, or for any delays or additional costs arising from, for example, ordering missing parts to be delivered to the customer’s home or the customer having to visit an IKEA store again.
If the product information or price tag asks the customer to order the product from self-service checkout or to ask an IKEA employee , the product is a service warehouse item. Service warehouse items are collected by customers from the IKEA store’s service warehouse. Check locations of our service warehouses on our website or by asking an IKEA employee.
6. Product safety and recalls
Our goal is always to provide our customers with safe products. If a safety risk is identified in an IKEA product, we will withdraw it from sale. We will provide information about recalls in IKEA stores, on our website and, if necessary, in the media.
If a product is subject to a recall, you must stop using it immediately.
Recalled products can be returned to any IKEA store. If it is not possible to return the product to an IKEA store, please contact IKEA Customer Service so that we can agree on the details of the return. Upon return, the customer will receive either a replacement product or a full refund for the returned product. Proof of purchase (e.g. a receipt) is not required for a replacement product or a refund.
If you have passed on, lent or sold a recalled product to someone else, please inform that person of the recall if possible.
If you yourself are personally concerned about the safety of an IKEA product, stop using it immediately and contact IKEA Customer Service.
7. Services
7.1 Delivery
7.1.1 Delivery methods
Several delivery methods are available for orders placed in IKEA stores. Their availability depends on, among other things, the size and weight of the order, the delivery address, the product, the time of ordering, and IKEA's current logistics network. Please note that not all delivery methods are available for all products, and the availability of delivery methods may change. For more information on the availability of delivery methods, please contact an IKEA employee.
Smaller orders can usually be delivered as a parcel for collection from a parcel point or as a parcel delivery directly to your door. Larger orders (and orders for which the above options are not available) are delivered for collection from a pickup point or transported to the delivery address. All delivery options available at the time of ordering are presented during the ordering process. The delivery order is placed together with an IKEA employee.
The available delivery and collect methods are listed below:
- Collect from IKEA location (see section 7.1.1.1 below)
- Collect from IKEA location pickup locker (see section 7.1.1.2 below)
- Collect from parcel pickup point (see section 7.1.1.3.1 below)
- Parcel delivery to your door (see section 7.1.1.3.2 below)
- Collect from external pickup point – 1-hour pickup time (see section 7.1.1.4 below)
- Collect from external pickup point – 3-day pickup time (see section 7.1.1.5 below)
- Delivery to your address – handover from delivery truck (see section 7.1.1.6 below)
- Delivery to your address – carried inside (see section 7.1.1.7 below)
Delivery and collect methods require a minimum order value of EUR 15. This value is calculated based on the product price including taxes after all discounts have been applied. Service and delivery fees are not included in this amount. The minimum order value does not apply to Collect from IKEA location and Collect from IKEA location pickup locker.
If the products you have selected are not available from a single delivery point, your order may be split into multiple deliveries. No additional costs will be charged for this.
Delivery methods are subject to restrictions in rural and archipelago areas. Read more about currect delivery restrictions on our website.
We reserve the right to make changes to delivery methods. The delivery methods currently available may also be changed without prior notice.
7.1.1.1 Collect from IKEA location
If this delivery method is available for your order (see section 7.1.1), you may select to pick up your order from an IKEA location. You will need your order confirmation or collection notification to collect your order. We will inform you of the estimated collection date for the products when you place your order. Once you have received the collection notification by email, you can collect your order within three (3) days during the opening hours of the pickup point. Check the opening hours of IKEA pick up points.
If the order is not collected within the notified collection period, your order will be cancelled and the amount you paid for the order will be refunded to you. However, IKEA reserves the right not to refund the delivery fee.
IKEA Food Market selection (e.g. products requiring refrigeration);7.1.1.2 Collect from IKEA location pickup locker
If this delivery method is available for your order (see section 7.1.1), you may select to pick up your order from the pickup locker located by the exit of the IKEA store resp. IKEA Distribution Centre (in the case of IKEA Espoo). The pickup locker is offered as a delivery option during the ordering process, provided that there is space available at the locker at the time of ordering.
When your order is ready for collection from the locker, you will receive a text message. The order can be collected within two (2) days, 24 hours a day. You can open the pickup locker using the code provided in the text message.
The following products cannot be ordered to the pickup locker:
- IKEA Restaurant selection;
- IKEA Bistro selection;
- IKEA Food Market selection (e.g. products requiring refrigeration);
- products taller than two metres that must be stored upright (e.g. refrigerators); and
- indoor house plants during the winter season.
In certain situations, it may be possible that, despite our best efforts, your order may not fit in the pickup locker. In such cases, we will usually contact you via text message and ask you to collect your order from the pickup point at IKEA location.
If the order is not collected within the specified pickup period, your order will be cancelled and the amount you paid for the order will be refunded to you. However, IKEA reserves the right not to refund the delivery fee.
7.1.1.3 Parcel delivery
7.1.1.3.1 Collect from parcel pickup point
If this delivery method is available for your order (see section 7.1.1) and the total weight of your order is less than 25 kg, it can usually be delivered for collection from a parcel pickup point of your choice. Please note that the availability of parcel points depends on the size of your order and whether there is space at your chosen point at the time of ordering.
Once your order has been processed and handed over to the carrier, you will receive a delivery notification by text message or email. The pickup point and time for your order, as well as the tracking code, can be available in the OmaPosti app.
The order must be collected within the specified pickup period. If the order is not collected in time, the order will be cancelled and the amount you paid for the order will be refunded to you. However, IKEA reserves the right not to refund the delivery fee.
7.1.1.3.2 Parcel delivery to your door
If this delivery method is available for your order (see section 7.1.1) and the total weight of your order is less than 25 kg, it can usually be delivered as a parcel directly to your door. Once the order has been handed over to the carrier, you will receive a delivery notification by text message or email with the details of the exact delivery time and tracking information.
If delivery fails due to a reason attributable to the customer, IKEA reserves the right to charge an additional fee for each subsequent delivery attempt, equivalent to the cost of that delivery.
If the customer cancels the delivery, the price of the product will be refunded in full.
Due to product availability and range restrictions, some products cannot be delivered as parcel to your door even if the maximum parcel size is not exceeded. In such cases, instead of parcel delivery, we will offer delivery to your address (see sections 7.1.1.6–7.1.1.7 below). Additionally, if your order contains products that cannot fit in a single package, we will offer delivery to your address as an alternative to parcel delivery.
7.1.1.4 Collect from external pickup point – 1-hour pickup time
If this delivery method is available for your order (see section 7.1.1), Collect from external pickup point – 1-hour pickup time is available for orders exceeding the 25 kg weight limit (see section 7.1.1.3 above). The products are delivered by truck, from which the products are handed directly to the customer. To collect the order, you will need your order confirmation or a valid ID. Without an order confirmation, the order will only be handed over to the person who placed the order upon presentation of a valid ID.
When placing your order, you will select a pickup date and a one (1) hour pickup window. Once you have received the pickup notification, you can collect your order within the selected pickup window.
If the order is not collected within the specified time, the order will be cancelled and the amount you paid for the order will be refunded to you. However, IKEA reserves the right not to refund the delivery fee.
7.1.1.5 Collect from external pickup point – 3-day pickup time
If this delivery method is available for your order (see section 7.1.1), Collect from external pickup point – 3-day pickup time is available for orders exceeding the 25 kg weight limit. If you select this delivery method, your order will be collected from a pickup point operated by one of our partners. An up-to-date list of pickup points is available on our website.
An order confirmation or valid ID is required to collect the order. Without an order confirmation, the order will only be handed over to the person who placed the order upon presentation of a valid ID.
We will inform you of the estimated pickup date for the products when you place the order. Once you have received the pickup notification, you can collect the order within three (3) days during the opening hours of the pickup point. Opening hours may vary between pickup points. Up-to-date information on pickup point opening hours is available on our website.
Some of our partners use pickup lockers. A pickup locker will be offered as a delivery option during the ordering process, provided that there is space available in the locker at the time of ordering. You will receive a text message when your order is ready for pickup from the pickup locker. Your order can be collected within three (3) days, 24 hours a day. You can open the locker at the pickup point using the code provided in the text message sent to you.
The following products cannot be ordered to our partner’s pickup lockers:
- IKEA Restaurant selection;
- IKEA Bistro selection;
- IKEA Food Market selection (e.g. products requiring refrigeration);
- products taller than two metres that must be stored upright (e.g. refrigerators); and
- indoor house plants during the winter season.
If the order is not collected within the specified pickup time, your order will be cancelled and the amount paid for the order will be refunded to you. However, IKEA reserves the right not to refund the delivery fee.
7.1.1.6 Delivery to your address – handover from delivery truck
If this delivery method is available for your order (see section 7.1.1), Delivery to your address – handover from delivery truck is available for orders exceeding the 25 kg weight limit. The products are handed over in the immediate vicinity of the delivery vehicle, as close as possible to the house at the delivery address.
The carrier will contact you before delivery. The method of contact varies depending on the service provider.
We aim to deliver products on a recyclable cardboard pallet, which remains with the recipient. The recipient is responsible for proper disposal of the packaging material.
If delivery cannot be completed at the agreed time for reasons attributable to the customer, IKEA reserves the right to charge an additional fee for each subsequent delivery attempt, equivalent to the cost of that delivery.
If the customer cancels the delivery, the price of the product will be refunded in full. IKEA reserves the right not to refund the delivery fee.
7.1.1.7 Delivery to your address – carried inside
If this delivery method is available for your order (see section 7.1.1), Delivery to your address – carried inside is available for orders exceeding the 25 kg weight limit. We will deliver the ordered products to the address specified in the order and carry them inside to one location designated by the recipient.
The recipient must ensure that the access route is clear and that the floors are adequately protected. For safety reasons, the delivery personnel will not remove their safety footwear. The recipient must also ensure that the ordered products can be carried inside to the location specified by the recipient in a reasonable and safe manner, without endangering the delivery personnel.
If delivery cannot be completed at the agreed time for reasons attributable to the customer, IKEA reserves the right to charge an additional fee for each subsequent delivery attempt, equivalent to the cost of that delivery.
If the customer cancels the delivery, the price of the product will be refunded in full. IKEA reserves the right not to refund the delivery fee.
7.1.2 Delivery time
The delivery time for an order depends on the selected delivery service, the service provider and the postal code of the delivery address. For some products, such as products delivered directly from the supplier (e.g. leather sofas and custom-made worktops), the delivery time may be longer than usual.
In some parts of Helsinki, Vantaa, Espoo, Tampere and Raisio areas, same-day delivery may be available. However, same-day delivery is not available for all products or in all circumstances, and its availability depends on, among other things, the delivery area, the time of ordering and transport capacity.
Once your order has been received and payment has been made, you will receive an order confirmation at the email address you have provided. The order confirmation will include information about the delivery time for your order.
The estimated delivery times for the different delivery methods are as follows:
- Collect from IKEA location: Delivery time 1–2 days.
- Collect from IKEA location pickup locker: Delivery time 1–2 days.
- Collect from parcel pickup point: The estimated delivery date will be provided during the ordering process and in the order confirmation. Once your order is handed over to Posti for processing, you will receive a separate message from Posti confirming the delivery time. Estimated delivery time 3–5 working days.
- Parcel delivery to your door: Estimated delivery time 3 working days.
- Collect from external pickup point – 1-hour pickup time: Estimated delivery time 4–5 days.
- Collect from external pickup point – 3-day pickup time): Estimated delivery time 4–5 days.
- Delivery to your address – handover from delivery truck: Delivery time depends on your postal code; estimated delivery time 3–5 working days.
- Delivery to your address – carried inside: Delivery time depends on your postal code; estimated delivery time 3–5 working days.
Please note that the delivery times above are estimates only, and may vary depending on, for example, public holidays, seasonal demand, sales, campaigns and transport capacity.
7.1.3 Delivery charges
Prices for parcel deliveries and collect services are fixed. The price of delivery to your address (sections 7.1.1.6–7.1.1.7 above) is determined by the time of delivery, the size/weight of the order, whether carrying inside is selected, and the postal code of the delivery address.You can check the current delivery prices when visiting an IKEA store either by asking an IKEA employee or by checking the current price lists for delivery services, which are available in IKEA stores. Find more information about different delivery methods and their prices on our website.
7.1.4 Receiving an order and handling damages
When you receive a delivery, please check that the delivery contains the number of boxes/packages stated on the delivery note and that there is no visible damage to the packaging.
If any items of the delivery are missing or you notice damage to the packaging, report this immediately to the delivery driver if they are still present. If the packaging is damaged, take photographs of the packaging before opening them.
Check the condition of the products as soon as possible after receiving the delivery and opening the packaging.
The delivery driver is not obliged to wait for you to check the entire order.
Please also report any faults or missing items you discover to IKEA Customer Service without delay.
Responsibility for the product passes to the customer once the product has been handed over to them.
7.2 Renting a van or trailer
In principle, you can also transport IKEA products home yourself (excluding products delivered directly from the supplier, such as leather sofas and custom-made worktops). If you wish to rent a van or trailer for transport, you can do so directly from our Delivery page or at an IKEA store.
Vans are provided by the pakuovelle.com service. IKEA is not responsible for the transport or the rented van if you choose this option. Any additional requirements and terms applicable to the service will be communicated separately at the time of rental.
7.3 Assembly service
7.3.1 General
You can find out about the availability and price of the IKEA assembly service when visiting an IKEA store, either by asking an IKEA employee or by checking the current service price list available in the store. When you order the assembly service from IKEA, the service is provided in collaboration with our partner.
You can choose the assembly service for all or just some of the IKEA products you have purchased. This means you can assemble some of the products yourself, even if you order the assembly service for certain items purchased at the same time.
You can also order the assembly service separately after making your purchase. We are happy to assist you with ordering the assembly service.
If you wish, you can also contact our partners who offer assembly services directly. You can enquire about their contact details either when visiting an IKEA store or via IKEA Customer Service. If you order the service directly from our partner, the partner’s terms and conditions apply to the service, and IKEA is not a party to the agreement or otherwise responsible for the service.
7.3.2 Scheduling the assembly service and service execution
When you order assembly service from IKEA, you can choose an assembly date that suits you. Our partner will contact you two (2) days before the agreed assembly date to arrange a specific time for the assembly.
The assembly service is available in all cities where IKEA has a location, as well as in other major cities across Finland. For further information on the cities where the assembly service is available, please ask our personnel when visiting an IKEA store or contact IKEA Customer Service.
The assembly service is only available for IKEA products.
If you notice during the assembly service that you need additional assembly services beyond those you have ordered, and you live in the vicinity of an IKEA store, our assembly service partner may provide you with a separate quote for the additional work.
The assembly service includes assembling the furniture in accordance with the instructions, as well as installing any wall fittings designed to prevent the furniture from tipping over. Wall or ceiling mounting is always done at the customer’s responsibility and is carried out in accordance with the customer’s wishes. If the customer chooses not to install mounting brackets, even if the product instructions require them, they must sign a liability waiver. Liability for any consequences, such as furniture tipping, then shifts to the customer. Neither IKEA nor the partner performing the assembly is liable for such consequences.
The assembly will take place in a room chosen by the customer. The room must be suitable for assembling the products, i.e. it must be sufficiently spacious, safe and appropriately protected. If the products include mounting brackets, the customer is responsible for ensuring that the space reserved for assembly is near the final placement location and that the product can be moved there after assembly. The customer is responsible for ensuring that all products to be assembled and the space used for assembly are ready for assembly at the agreed time.
If assembly cannot take place at the agreed time for reasons attributable to the customer, the products will not be assembled (either partially or in full). In such cases, no refund will be paid for the assembly service.
Our partners handle the disposal and recycling of packaging materials during the assembly.
All work carried out through our partners is conducted in accordance with our privacy policy. You can find more information about how we process your personal data on our website.
7.3.3 Cancellation terms for the assembly service
You can cancel the assembly service online via your IKEA Family account. If you do not have an account or are no longer able to make changes online, please contact IKEA Customer Service.
If the customer cancels the assembly service later than 48 hours before the agreed date of the service, the fee of the assembly service will not be refunded.
7.3.4 Complaints about the assembly service
If there are any problems or delays in the service due to our partner, please contact IKEA Customer Service. IKEA Customer Service will assist you in resolving the matter and, if needed, guide you further to address the issue.
7.4 Installation service for bathroom and kitchen furniture
Installation service agreements are always made directly with the service provider. Ikea is not responsible for installation services in any way.
You can order an installation service for IKEA kitchen or bathroom furniture from our partners. More information about our recommended partners can be found on our website in Finnish.
The installation service provided by our partner includes, in addition to the installation, the assembly of the furniture and any necessary electrical and plumbing work directly related to the installation.
Installation schedules, fees and other terms and conditions are agreed directly with the service provider. The service provider is fully responsible for the service and for any potential damage arising from its performance.
7.5 Planning & design services and cancellation of a planning appointment
IKEA offers a paid planning & design services in which an IKEA employee prepares a proposal for the interior design or specific furniture of a space using IKEA products, based on the measurements and preferences provided by the customer. The planning services can be carried out either at an IKEA store or remotely at a time agreed with the customer.
The customer is responsible for ensuring that no alterations are made to the premises after the plan has been prepared (such as masonry or tiling work) that may prevent or otherwise affect the implementation of the plan. The customer is also responsible for ensuring that all information provided by them (e.g. room measurements) is correct and complete, and carefully reviewing the plan before approving it.
IKEA is not liable for errors or any damage caused by them, if the customer should have noticed the errors during the review or if they were otherwise attributable to the customer. IKEA is also not responsible for any costs already incurred, reimbursement, or other losses, damages or delays related to the plan if it cannot be implemented for reasons attributable to the customer (for example, due to changes made by the customer, incorrect measurements provided by the customer, or an inadequate review of the plan).
The products and prices included in the plan are based on the selection and prices valid at the time of preparation of the plan. The plan does not guarantee product availability.
Changes to plans are not included in the service package. If you wish to have multiple versions of the plan or wish to make changes to it, you must book a new planning appointment. IKEA reserves the right to charge for additional plans and changes made to the plan.
Please note that there may be differences between the 3D images, product images and the actual products.
You can cancel a free planning appointment by following the instructions in the confirmation message. Paid design services must be cancelled by contacting IKEA Customer Service no later than 24 hours before the scheduled appointment in order to receive a full refund. If the appointment is cancelled after this, IKEA reserves the right to charge the full service fee.
7.6 Removal and recycling
7.6.1 General
IKEA offers a paid removal and recycling service to help customers with the disposal of old furniture and household appliances when purchasing new, equivalent products. The aim of the service is to promote the proper recycling of old products. Please note, however, that we cannot guarantee an exact recycling percentage for individual products.
Up-to-date pricing information for the removal service is available on our website.
7.6.2 Availability and restrictions of the service
This service is available only in connection with the “Home delivery with carrying inside” service and only for the following products:
- mattress;
- sofa;
- armchair; and
- household appliances.
When you purchase a new mattress, sofa, armchair or household appliance, you can arrange for the removal and recycling of one equivalent old item. For example, when a new mattress is delivered, one old mattress can be removed and recycled.
7.6.3 Ordering the service and cancellations
You can order the removal and recycling service by informing our staff at an IKEA store, in a design studio or via our online service. The service must be ordered before the agreed delivery date. The content, timing, and location of the service will be agreed upon at the time of order.
Any changes or cancellations must be notified to IKEA Customer Service no later than 48 hours before the agreed delivery of the product you have purchased. Changes made later may affect the agreed delivery time for your order or result in two separate visits. IKEA reserves the right to withhold payment if the customer cancels the service less than 48 hours before the agreed delivery time for the purchased product.
7.6.4 Preparing for removal and terms of service
The customer is responsible for preparing the items for removal, for example by protecting them with a garbage bag or plastic wrap. If a furniture is too large to be carried in one piece, the customer is responsible for disassembling it in advance. Household appliances must be disconnected from all water and electricity connections, emptied of their contents and freely accessible.
Old items will be picked up from the same location where the new IKEA products are delivered. Please note that there may be restrictions on the service in archipelago and rural areas.
The service provider reserves the right to refuse removal if the customer has not prepared the item in advance in accordance with the instructions, the item is not freely and safely accessible, it differs from what was agreed, or it is dirty, hazardous or otherwise unsuitable for transport. IKEA reserves the right to withhold payment if collection of the product is not possible for the reasons listed above.
7.6.5 Alternative recycling options
Customers may also bring their old mattress, sofa or household appliance to an IKEA store for free recycling when purchasing a new, equivalent product. Products must be protected, for example with a garbage bag or plastic wrap, before being brought to the IKEA store.
In addition, packaging materials, light bulbs and batteries can be brought to any IKEA store for recycling.
Please note that if your used IKEA furniture is in good condition, you have the option of offering it for sale through our Buyback & Resell service. Please see section 4 of these terms and conditions for more detailed information and restrictions regarding the Buyback & Resell service.
7.7 Spare parts
Spare parts are available for almost all IKEA products that are in the IKEA selection at the time of spare parts order. More detailed information on the different types of spare parts is provided below.
Small spare parts for furniture: Lost screws or broken small parts, such as hinges or rails, can be ordered directly to your home via the spare parts service on our website. Spare parts are typically delivered within 1–2 weeks. A maximum of 60 parts can be ordered per single order via the service. If you need more parts, please contact IKEA Customer Service.
Larger spare parts for furniture: For larger furniture components, such as a scratched tabletop or sofa seat cushions, prices and availability can be requested from IKEA Customer Service.
Spare parts for household appliances: IKEA collaborates with ASCI Service GmbH to provide spare parts for IKEA household appliances. Spare parts and accessories for household appliances can be ordered directly via the ASCI website. If a part is missing from your appliance or you wish to make a complaint, we recommend that you contact the appliance manufacturer or ASCI’s customer service directly via their websites to resolve the matter promptly. Service providers can order spare parts via ASWO International Service GmbH. However, if you prefer to handle the matter through us, we are of course happy to assist in such situations as well. You can contact IKEA Customer Service for support in resolving the matter.
7.8 Services provided by third parties
If the service you have ordered is provided by a third party separate from IKEA, and the contract for the service is concluded with that third party (for example, a company providing installation services), IKEA is not responsible for the content, performance, scheduling, any errors, damages or other consequences arising from the provision or non-provision of the service. All questions, complaints and claims relating to such services must be addressed directly to the relevant service provider. Installation services are an example of such third-party services.
However, if you require assistance in resolving the matter, you may first contact IKEA Customer Service. IKEA Customer Service will, if necessary, direct you on how to proceed in dealing with the matter.
8. Cancellation and changes to orders and out-of-stock products before delivery
8.1 Cancelling and changing an order before delivery
The cancellation of an order may be possible on the Track and manage your order -page, provided that the order has not yet progressed too far in processing. The page will inform you if cancellation is no longer possible. Cancellation is usually not possible, for example, if the picking or other processing of your order has already begun, or if your order includes a service that cannot be cancelled through our website. In these cases, you can enquire about the possibility of cancellation by contacting IKEA Customer Service. IKEA does not guarantee that an order can be cancelled after it has been placed.
If you wish to change and modify an order that has already been placed, please contact IKEA Customer Service. IKEA does not guarantee that an order can be changed after it has been placed.
8.2 Out-of-stock products before delivery
If a product you have ordered runs out of stock whilst your order is being processed, IKEA will notify you as soon as possible. In such a situation, we may offer you an equivalent replacement product, a new delivery date based on product availability, or cancellation of the order with a full refund. If the order contains several products and only some of them are out of stock, you can choose whether to receive the available products or cancel the entire order.
9. Exchange and returns
9.1 365-day exchange and return right and a 90-day “Love it or exchange it” policy
We offer a 365-day exchange and return right for unused, undamaged and clean IKEA products, unless otherwise stated at the time of purchase. The product can be returned in its original packaging, opened or assembled, except in the case of mattresses, duvets or pillows that have been unpacked, to which we apply a 90-day “Love it or exchange it” exchange right (see below for further details). Used, dirty, stained, damaged, incomplete or altered products cannot be returned.
The right of return is valid if the customer returns the product to a store within 365 days, returns it online within 365 days, or has contacted IKEA Customer Service within 365 days. The period begins on the date of purchase. If the customer received the products via a delivery or collect service, the period begins when the customer has received the final part of their order.
To return an item, you will need the receipt, order number or order confirmation for the purchase/order in question. If you registered your IKEA Family membership account at the time of purchase, you do not need the receipt, as the purchase details are stored in your member profile.
The 365-day exchange and return policy does not apply to mattresses, duvets and pillows that have been unpacked. The 90-day “Love it or exchange it” exchange right applies to mattresses, duvets and pillows that have been unpacked. Unopened mattresses, duvets and pillows are subject to the standard 365-day return policy. Under the “Love it or exchange it” policy, you may exchange an opened mattress, duvet or pillow once within 90 days of the purchase date.
You can return the product to us in the following ways:
- Return to an IKEA store: bring the product to your nearest IKEA store;
- Postal return: you can return the product to a Posti office or parcel locker. Please note that the size of a parcel returned by post must not exceed the size limits set by Posti. Read more about size limits.
- Return transportation: If the product you wish to return weighs more than 25 kg, we can collect it for you (please note: restrictions may apply in rural and archipelago areas).
If you are returning a product via the return transportation, please contact IKEA Customer Service and we will collect the product. Please note that the return transportation is only available if the total weight of the product being returned exceeds 25 kg.
If the product is taken outside Finland, IKEA is not responsible for any return costs or other costs arising from the return of the product or the return process. The customer is responsible for all costs and arrangements relating to the return if the product is returned from abroad. IKEA is under no obligation to accept postal returns sent from abroad, and IKEA does not offer return transportation outside Finland.
9.2 Return options
We have summarised the key information regarding the different return options below:
Return to an IKEA store
Timeframe: 365 days
Cost: Free of charge
Recommendation: You can register your return on the IKEA website before visiting an IKEA store to speed up the process.
Parcel return
Time: 365 days
Price: EUR 4.90 (deducted from the value of the returned items)
Order: Register your parcel return on the IKEA website
Changes & cancellation: Once the products have been handed over to the delivery service, returns can no longer be changed or cancelled.
Return transportation
Timeframe: 365 days
Price: The delivery charge depends on the postal code and the product in question (please note restrictions apply in rural and archipelago areas). The return fee will be deducted from the value of the returned products. See more details about the delivery service and fees.
Order: Contact IKEA Customer Service or visit the customer service desk at an IKEA store.
Changes & cancellation: Once the products have been handed over to the delivery service, the return cannot be changed or cancelled.
Exchange via delivery service
Validity: 365 days
Price: Delivery charge in both ways. The charge depends on the postal code and the product in question (please note restrictions apply in rural and archipelago areas).
Order: Register the pickup on the website and place a new order. Contact IKEA Customer Service or visit the customer service desk at an IKEA store.
Changes & cancellation: Once the products have been handed over to the delivery service, you can no longer change or cancel your order.
Exchanges of mattresses, duvets and pillows that have been unpacked
Timeframe: 90 days
Please note: only one exchange is permitted. If the mattress, duvet or pillow packaging is unopened, the product can be returned within 365 days.
Exchange of mattresses, duvets and pillows that have been unpacked via delivery service
Timeframe: 90 days
Price: Delivery charge in both ways. Exchanges are always carried out with carrying inside, and the price of the service is determined based on the product and postal code (note: restrictions apply in rural and archipelago areas). Register for a pickup on the website and place a new order. Contact IKEA Customer Service or visit the customer service desk at an IKEA store.
Please note: Only one exchange is permitted. If the item is an unopened mattress, duvet or pillow, the product can be returned within 365 days.
9.3 Refund
If you return a product, we will always refund the payment to the same payment method used to pay for the purchase/order. The refund processing time depends on your payment method. For card payments, refunds are typically processed within 1–2 weeks.
Read more about returning and exchanging products including mattresses, pillows and duvets.
10. Liability for defects and complaints
10.1 Liability for defects and durability guarantee
IKEA is liable for its products in accordance with statutory liability for defects, regardless of whether a warranty has been granted for the product. IKEA will present a harmonized announcement regarding the statutory liability for defects of goods and its main points in IKEA stores starting from September 27, 2026.
If there is a defect in the product, you have the right, at your discretion, to demand that IKEA either remedies the defect or delivers a faultless product.
If a durability guarantee covering the entire product for more than two (2) years has been granted for a product we sell, we will include a guarantee marking with the product. This marking contains information about the existence and duration of the guarantee, as well as a reminder of the statutory liability for defects.
10.2 Complaints
If the product you have purchased has a defect, please proceed as follows:
- You can take the defective product to the Exchanges & Returns desk at your nearest IKEA store. Please ensure that you have your receipt or order confirmation with you. If you registered your IKEA Family membership at the time of purchase, you do not need a receipt, as your purchase details are stored in your member profile.
- If you wish to return a faulty product by courier or post, please contact IKEA Customer Service on (09) 3482 9400, and we will help you arrange the return.
If you are otherwise dissatisfied with our services or your visit to an IKEA store, please contact IKEA Customer Service.
If your complaint concerns our partners or third-party service providers, you can contact IKEA Customer Service if necessary. IKEA Customer Service will help you resolve the situation and, if necessary, direct you on how to proceed in dealing with the matter.
10.3 Manufacturer's repair obligation in certain cases
For certain products, you may have the right to request a product repair directly from the manufacturer, even when the defect is not covered by the seller's statutory liability for defects or warranty. This applies to products for which a statutory repair obligation has been imposed on the manufacturer. Such products may include, for example, household appliances like washing machines, dishwashers, and refrigeration appliances. The manufacturer can refuse repair only if repair is not possible. A reasonable fee may be charged for the repair.
Please note that not all IKEA products are covered by this repair obligation.
If necessary, you can contact IKEA Customer Service for more information on the repair possibilities of an IKEA product and the party responsible for the repair.
11. General terms and conditions and data protection
11.1 Intellectual property rights
IKEA owns all intellectual property rights relating to its products and their names, images, designs and technical solutions.
Furthermore, all materials displayed or distributed in IKEA stores, such as brochures, catalogues, price lists, samples and other marketing materials, are the property of IKEA or its partners. These materials may not be used (including reproduced, distributed, copied, modified or shared) for commercial purposes or for any other purpose that infringes the rights of IKEA or its partners without written permission.
11.2 Limitation of Liability
IKEA ei vastaa seuraavista tilanteista tai niistä aiheutuvista vahingoista:
- Accuracy of customer information: IKEA shall not be liable for situations where the customer does not receive their order or related documents due to incorrect or incomplete information provided by the customer.
- Review of the plan and failure to implement the plan (IKEA planning service): IKEA shall not be liable for errors relating to the IKEA planning service or for any resulting damage to the extent that the customer should reasonably have detected them when reviewing the plan or which otherwise fall within the customer’s responsibility. IKEA shall not be liable for costs already incurred in connection with the plans, their reimbursement, or for other losses, damage or delays, if the plan cannot be implemented for reasons attributable to the customer, such as changes made by the customer, incorrect measurements provided by the customer, or failure to review the plan thoroughly.
- Incorrect handling or use of products: IKEA shall not be liable for damage caused by handling or installation of IKEA products contrary to the instructions (for example, failure to secure furniture to the wall and/or ceiling), or by using the product for a purpose other than its intended use.
- Missing products or parts in the customer’s collection: If the customer fails to collect all parts, packages or products belonging to the product they have purchased, IKEA shall not be liable for any missing parts, their replacement, or for any delays or additional costs arising from missing parts, such as ordering missing parts or a return visit to an IKEA store.
- Third-party services: IKEA is not liable for services provided by third parties, such as installation services, their content, performance, timing, errors, damage, delays or other consequences arising from the performance or non-performance of the service.
- Conditions for delivery and installation: IKEA is not liable for any delay or failure in delivery or installation if this is due to the customer, circumstances for which the customer is responsible, or force majeure. The customer is responsible for ensuring that the information and conditions required for delivery and installation are correct, safe and properly prepared.
- Indirect damages: IKEA shall not be liable for consequential or indirect damages, such as loss of income, reputational damage or other consequential damages, unless the damage is caused by IKEA’s negligence.
- Force majeure: IKEA shall not be liable for any damage or delays resulting from force majeure or any other circumstance beyond IKEA’s control that could not reasonably have been foreseen or prevented. Such situations may include, for example, a strike, fire, pandemic, decision by a public authority or similar events.
11.3 Applicable law and disputes
These terms and conditions, and all purchases and orders made at IKEA stores, are governed by Finnish law.
IKEA endeavours to handle customer complaints and enquiries as quickly as possible. We always hope to resolve complaints and any disputes together with our customers.
In the event of a dispute, you may refer the matter to the Consumer Disputes Board. Before referring the matter to the Consumer Disputes Board, we recommend that you contact the Consumer Advisory Service. The Consumer Disputes Board may decline to handle a case if the consumer has not first contacted the Consumer Advisory Service.
11.4 Processing of personal data
IKEA käsittelee henkilötietoja kulloinkin voimassa olevan tietosuojalainsäädännön mukaisesti.
IKEA käsittelee asiakkaan henkilötietoja esimerkiksi tavaroiden ja palveluiden tarjoamiseksi ja asiakassuhteen hoitamiseksi. Tehdessäsi ostoksia IKEA-tavarataloissa hyväksyt tietosuojaselosteessamme kuvatun henkilötietojen käsittelyn. Tutustu tarkemmin henkilötietojen käsittelyä koskevaan tietosuojaselosteeseen.
11.5 Sopimusehtojen muutokset ja niistä ilmoittaminen
IKEA may at any time unilaterally amend or supplement these terms and conditions by giving notice of the change in IKEA stores or by other appropriate means, for example on the website. Amendments may arise from, for example, the following reasons:
- improving the clarity of the terms and conditions;
- to comply with legislation or official guidelines;
- changes in business operations, or the addition of new products and services to the selection;
- safety or technical reasons;
- changes to delivery, payment or processes;
- changes relating to the services of partners or third parties;
- prevention of misconduct or fraud;
- reasons relating to data security or data protection; and
- other reasons necessary for the operation, availability or development of the service.
The amendments will enter into force once they have been announced in an IKEA store or through another communication channel.
By continuing to shop at IKEA stores after the amendments, you accept the new terms and conditions.
12. Contact and feedback
12.1 Contact details
IKEA Oy
Espoontie 21, 02740 Espoo
Company registration number 2149172-6
IKEA Customer Service telephone: 09-3482 9400
IKEA Customer Service email: customer.support@ikea.com (link opens in a new window)
12.2 Terms and conditions for product reviews
Thank you for your feedback!
By submitting a product review on our website, you agree to these terms and conditions.
12.2.1 Submitting reviews
You can leave a review for a product you have purchased. To leave a product review for a purchase made in an IKEA store, you must register your IKEA Family membership at the time of purchase. You can then submit a review by logging into your account and using your purchase history.
12.2.2 Publication and moderation of reviews
We publish both positive and negative reviews. All reviews are monitored before publication to ensure they are appropriate and suitable for publication on our website. For this reason, a review may not appear on our website immediately after it has been submitted. We reserve the right to accept or reject product reviews submitted to us and, where necessary, to edit the length and/or content of any review as we see fit to ensure appropriate content. However, we will never edit reviews in such a way that their original meaning or assessment of the product is altered.
12.2.3 Content of reviews
You agree not to submit any content that:
- is false, inaccurate, misleading, defamatory, obscene, pornographic, indecent, lewd, suggestive, harassing, threatening, abusive, fraudulent or otherwise inappropriate;
- infringes any third party’s copyright, patent, trademark, trade secret or other proprietary rights, or any right to publicity or privacy;
- has been written in return for payment or other compensation;
- violates national or international laws or official guidelines;
- contains references to other companies or websites;
- contains computer viruses or other potentially harmful code;
- contains advertising, promotional material, spam or inappropriate political campaigning; tai
- contains personal data of a third-party.
If you wish to remove your review from our website, please contact us. We may restrict the publication of reviews in languages other than Finnish, as we may not be able to verify their content.
12.2.4 Personal data
Please do not include personal information in your review, such as your full name, telephone number, address or email address.
If necessary to comply with the law, to protect our systems or our customers, or to safeguard our business, we may process and review information related to reviews, such as user account details, IP addresses and submitted reviews. For further information on the processing of personal data, please refer to our privacy policy.
12.3 Customer service and security matters
Product reviews should not be used to report customer service or safety concerns. You can contact us via the ‘Contact us’ page, by calling IKEA Customer Service, or by visiting the customer service desk at an IKEA store.
12.4 Ownership of content
By submitting a review, you grant IKEA and its partners a non-exclusive, royalty-free, perpetual, irrevocable, transferable and fully sub-licensable right to use the review without compensation to you. This right includes, among other things, the right to:
- use, copy and publish the review
- edit, translate and adapt it
- distribute and display it publicly
- use it in any media worldwide.
You also agree that we may publish your first name in connection with the review.
12.5 Limitation of liability regarding product reviews
Although we endeavour to monitor reviews to the best of our ability, we are not responsible for content submitted by users or third parties.
IKEA is not liable for any damage or loss arising from review content published on our website.