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Terms and conditions of IKEA online store

Updated on 17th of  June 2025

These terms and conditions (“Terms and Conditions”) apply to private individuals ordering items from the IKEA online store or otherwise using the IKEA website IKEA.com/fi (“IKEA.fi”). We reserve the right to make changes. It is the customer’s duty to familiarise themselves with the latest version of our Terms and Conditions before placing an order online (or otherwise using the IKEA website). By using the IKEA online store, you agree to comply with these Terms and Conditions.

Contents

1. General information about the IKEA online store

The products available in the IKEA online store are supplied by IKEA Oy (Business ID: 2149172-6) (“IKEA”, “we” or “us”). 

We sell products to private individuals and businesses in Finland (please see terms and conditions for business customers). We do not deliver products outside of Finland. You must be at least 18 years old to shop in the IKEA online store.

All prices include value added tax.

We reserve the right to make changes to the products and services available in the IKEA online store as well as our prices.  Availability may vary.

2. Delivery

2.1 Delivery options

The delivery options for items ordered from the IKEA online store are parcel, delivery to your door or into your home, and Click & Collect. A general description of each option is given below. For more detailed descriptions of each delivery option, see sections 2.1.1 to 2.1.5 of the Terms and Conditions.

Parcel deliveries, curbside home deliveries and room-of-choice home deliveries, Click & Collect from third-party collection points or parcel lockers, and Click & Collect Near You require a minimum order value of 10 euros. This value is calculated on the price incl. taxes before quantity-discounts, bundle-discounts and coupons, as well as price reductions connected to IKEA FAMILY membership and before any service charges, delivery fees. Prices after price adjustments due to our New Lower Prices, last chance to buy and time restricted product price offers apply. For orders that do not meet this amount, the aforementioned delivery services will not be offered. No minimum order value applies to Click & Collect at an IKEA store or an IKEA-owned locker.

If your order qualifies for parcel delivery within the meaning of section 2.1.1, we will offer you this option by default. However, you can also choose to have your order delivered to your home, in which case the delivery time depends on the service provider operating in your postcode area. If you opt for the delivery service (see section 2.1.1 for details), you can choose whether you want to have your order left on your doorstep or carried into your home. Delivery to your door is available in all postcodes, but delivery into your home may not be possible if you live in a sparsely populated area or on an island.

If not all the items included in your order are available at the same distribution centre, we may need to deliver your items separately. You will not be charged extra for this.

Same-day delivery is available within certain areas of Helsinki, Vantaa, Espoo, Tampere and Raisio. Please note, however, that some items, such as items that come straight from our supplier (such as made-to-measure wardrobes), may take longer to deliver.

Not all delivery options may be available in sparsely populated areas and away from the mainland.

We reserve the right to change the method of delivery.

2.1.1 Parcel

If the combined weight of your order is less than 25 kg, we can usually have your order shipped as a parcel to your local Posti parcel collection point. Once we have processed your order, you will be able to see the collection location and time as well as your tracking number in the OmaPosti app; you will be notified of this by text message or email.

Due to availability and product range limitations, some items may not be available for parcel delivery even if the order is within the weight limit. In such circumstances, the default delivery option in your shopping basket will be home delivery (see sections 2.1.2 to 2.1.3 below). Home delivery will also be offered by default instead of parcel delivery if your order includes items that do not fit into a single parcel.

2.1.2 Curbside delivery

Curbside delivery is available for orders that exceed the weight limit for parcel delivery given above in section 2.1.1. The delivery time varies depending on the service provider. Our distribution vehicle will park as close to your building/door as possible and the goods will be unloaded there. The delivery company will contact the customer before the delivery; the notification method varies depending on the service provider. Orders are usually delivered on a recyclable cardboard pallet, which is left with the recipient. It is the recipient’s responsibility to dispose of the packaging.

2.1.3 Delivery into your home

When you choose delivery into your home, we will deliver the order to your address and carry the items into a location specified by you inside your home. The delivery time varies depending on the service provider. It is the recipient’s responsibility to ensure that the route to the designated location inside the house is unobstructed and that floors are protected, as our delivery people cannot remove their shoes for safety reasons. It is also the recipient's responsibility to ensure that the ordered items can be carried to the designated location without endangering the delivery people’s safety or inconveniencing them unnecessarily.

2.1.4 Click & Collect from store

You can choose to collect your order from our in-store pick-up point. You will need to bring your order confirmation or notification that your order is ready to collect. You will be given an estimated collection date when you place your order. Once you receive notification that your order is ready to collect, you will have three (3) days to collect your order; the opening hours of pick-up points may vary.

2.1.5 Click & Collect from parcel locker

You can choose to collect your order from a parcel locker near the store exit. This delivery option will be available at check-out if there is a free locker. If you have selected Click & Collect from parcel locker as the delivery option, you will be sent a text message when your order is ready to collect. The lockers are accessible 24/7. The text message will contain a code that you will need to enter to open your locker. You have 48 hours from your chosen collection date to pick up your order.

Click & Collect from parcel locker can be selected for practically any item that we sell in store except for goods from our restaurant, products that are more than two metres tall and must be stored upright (such as refrigerators) and living plants in the winter.

Despite our best efforts, it may not always be possible to fit your items into a parcel locker. In such circumstances, we will contact you (usually by text message) and ask you to collect your order from the in-store pick-up point instead.

2.1.6 Click & Collect from third-party collection point or parcel locker

You can choose to have your order delivered to a collection point operated by one of our partners; for the latest list of collection points, see IKEA.fi/noutopisteet. You will need to bring your order confirmation or ID. You will be given an estimated collection date when you place your order. Once you receive notification that your order is ready to collect, you will have three (3) days to collect your order; the opening hours of collection points may vary. For the opening hours of individual collection points, please see IKEA.fi/noutopisteet. Please note that if you do not have the order confirmation when you come to collect the order, you will need to prove your identity and we can only give the items to the person who placed the order.

Some of our partners have parcel lockers. This delivery option will be offered to you at check-out if there is a locker available. You will receive a text message when your order is ready to collect. The lockers are accessible 24/7. The text message will contain a code that you will need to enter to open your locker. You have 72 hours from your chosen collection date to pick up your order.

Click & Collect from a parcel locker can be selected for practically any item that we sell in store except for goods from our restaurant, products that are more than two metres tall and must be stored upright (such as refrigerators) and living plants in the winter.

2.1.7 Click & Collect from vehicle

When you select Click & Collect from vehicle as the delivery option, we will deliver your items by lorry and give them to you directly from the vehicle. You will need to bring your order confirmation or ID. You will be asked to select a collection date and a one-hour slot at check-out. Once you receive notification that your order is ready to collect, you will need to collect your order within your chosen one-hour window. Please note that if you do not have the order confirmation when you come to collect the order, you will need to prove your identity and we can only give the items to the person who placed the order.

2.2 Delivery time

Delivery times vary depending on the chosen delivery method, the service provider and your postcode. Some items, such as items that come straight from our supplier (such as leather sofas and made-to-measure wardrobes), may take longer to deliver. Delivery times can also be longer when we have a sale on or are running a big marketing campaign.

Once you have paid for your order, you will receive an email from us confirming your order. If you have chosen to have your items shipped as a parcel, you will receive notification when your order is ready to collect from your local Posti parcel collection point. If you are having the parcel delivered to your home, an estimated delivery date will be given at check-out and in the order confirmation. Once Posti has your order, you will receive a separate message from Posti confirming the delivery time. If your order includes made-to-measure worktops, wall panels or sofas, an estimated delivery time for each item will be given in the order confirmation. 

If you have asked to have your items delivered to your home (curbside or into your home) and the service provider is Posti, the delivery time given in the order confirmation will be an estimate. Once Posti has your order, you will receive a separate message from Posti confirming the delivery time. If you have asked to have your items delivered to your home (curbside or into your home) and the delivery method is direct delivery (where the items are delivered directly from your local store by a local service provider), your order will arrive at the time indicated in the order confirmation.

2.3 Delivery fees

A flat fee applies to parcel delivery and Click & Collect. You will be able to see the cost of delivery in your shopping basket. You can check out our latest prices by clicking the link below.

The cost of home delivery (sections 2.1.2 to 2.1.3 above) depends on the size of your order, whether you have requested to have your items carried into your home and your postcode. The cost of delivery will be shown in your shopping basket once you have entered your postcode and in the order confirmation under “Delivery fees”. You can calculate the cost of delivery ahead of time by selecting the service you require and entering your postcode in the delivery fee calculator in your shopping basket.

For more information about delivery options and prices, see “Delivery” on the IKEA.fi website. You can also learn more about delivery options and prices by clicking the link below:

Explore delivery options and prices

3. Assembly service

3.1. Overview

Our assembly service is available for IKEA furniture as shown on product pages and in your shopping basket. For more information about our installation service for kitchens and bathrooms, for example, see IKEA.fi/asennus. The availability of the assembly service in your postcode and the cost of the service for your order are shown in your shopping basket. If you are shopping in store, you can ask a member of staff for more information. The assembly service can also be selected for just a part of your order if you want to assemble some items yourself.  If you are shopping online, please select the delivery date first and then pick a time slot for assembly. If you are shopping in store, the check-out assistant will tell you which slots are available. You will then be asked to pay for your order; remember that IKEA also offers financing if you would prefer to pay in instalments. The time slot for the assembly service will initially be a whole day, but our partner will contact you two days before to agree on a more precise time that is convenient for you. Our assembly service is only available for IKEA products. If you have other items that also need assembling and you live near our store, our partner will be happy to give you a quote. Our assembly service is available in all towns and cities in which we have a store as well as in other big cities. You can check the availability of the service by adding products to your shopping basket and entering your postcode. All our partners comply with our privacy policy.  Our assembly service includes professional furniture assembly in accordance with our instructions as well as any wall brackets that are needed to prevent furniture from falling over. Attaching furniture to walls and/or ceilings will be at the customer’s risk and according to the customer’s wishes whenever possible.  If the customer does not want their furniture to be attached to the wall and/or ceiling despite the assembly instructions, the customer will be asked to sign a liability waiver accepting full responsibility. Our partner will take the packaging away and dispose of it in an environmentally friendly manner.

3.2. Cancellation policy

If the assembly team have already begun their work or completed the work, the cost of the service will not be refunded in the event of cancellation. We comply with the competent consumer protection authorities’ terms and conditions for online services.

3.3 Complaints

Our partners accept full responsibility for any damage to property caused by their staff, for customer service and for communicating with the customer. If you would like to file a complaint, please contact IKEA Customer Support for instructions on how to proceed. If a service provider is late, please contact IKEA Customer Support.

4. Prices and product information

The prices shown on our website apply until further notice unless otherwise stated.

We try our best to make sure that all the information in the IKEA online store is correct, and we apologise for any changes in our product selection. Please also note that the pictures of products in the IKEA online store are for illustrative purposes only and that some products may look slightly different in reality.

We charge separately for delivery.

5. Obvious pricing errors

We reserve the right to cancel your order if the product price is clearly wrong and substantially different from what it should be. This refers to potential pricing errors in the IKEA online store that should be obvious to the customer. An example would be a product priced at EUR 0.00 or a product that is clearly worth hundreds being priced so low that the price is obviously incorrect.

6. Refunds for missing items

Please note that the shopping basket in the IKEA online store does not reserve items in our warehouse until the order has been confirmed. We will contact you if a product turns out to be out of stock after we have confirmed your order. We usually do this by text message.

If we are unable to deliver an item included in your confirmed order, you can either: (i) get free delivery for the item from any of our other stores or from our warehouse if the item is expected to be back in stock in the next few days; (ii) cancel your order for the missing item, in which case we will automatically refund you using the same method of payment that you used to place your order; or (iii) exchange the missing item for a similar alternative.

7. IKEA Family member offers

If a product is on offer for IKEA Family members, you can claim your discount by entering your IKEA Family card number in the order details.

You can find out more about IKEA Family membership and the associated terms and conditions here.

8. Payment options

We accept all major debit/credit cards, American Express, online payments from most Finnish banks, MobilePay, IKEA store cards and payments through IKEA financing and IKEA invoicing.

You can also pay for your order with a gift card or a refund card.

For the latest information on payment options, see “Payment options” on the IKEA.fi website. You can also learn more about payment options by clicking the link below:

Explore payment options

If you choose to pay by debit/credit card, American Express, bank transfer or MobilePay, we will take the payment for your order and delivery fees when you place your order.

We are working hard to prevent credit card fraud. If your credit card is declined, please first try using a different credit card. If the issue persists, contact IKEA Customer Support on +358 (0)9 3482 9400.

Payments sent by bank transfer are processed by Paytrail Oyj (2122839-7) in co-operation with Finnish banks and credit institutions. We get the payment from Paytrail Oyj, and your bank statement will show Paytrail Oyj as the recipient of the payment. Paytrail Oyj is a licensed payment service provider. Please note that we only accept bank transfers from Finnish bank accounts.

Payments can also be made using Mobilepay, the payment is processed through Vipps MobilePay AS Suomen sivuliike (FI3330214-4). Mobilepay is a licensed payment provider in Finland.

Our partner for payments made using IKEA store cards or through IKEA financing or IKEA invoicing is Ikano Bank AB (2275700-4).

9. Changing your order

Would you like to add more items or remove items from your order? To find out whether you can, please see Track and manage your order. Alternatively, you can contact IKEA Customer Support on +358 (0)9 3482 9400. Please note that making changes may not be possible if we have already processed your order.

10. Cancelling your order 

You can cancel your order on the Track and manage your order page provided that we have not got too far in processing it. You will be told on the page if cancelling is no longer possible. This could be because we have already begun to prepare your order or because your order includes a service that cannot be cancelled on our website. In such circumstances, you can contact our Customer Support to learn about your options.

11. Returning and exchanging items

Online orders from IKEA come with both (i) the statutory 14-day right to cancel and (ii) an additional 365-day return policy. These two systems and their differences are described in more detail below.

You have a statutory right to return items ordered from the IKEA online store within 14 days of receiving your order. You will not incur any charges if you return your items by post or bring them to an IKEA store yourself. If you return your entire order within 14 days of receiving your items, we will refund you not only the cost of the items but also any service charges. If you only return some items, we cannot refund service charges.

However, we understand that it can take time to decide whether you want your items, which is why we have in place an additional 365-day return and exchange policy for unused items. The 365-day return and exchange policy does not apply to mattresses, duvets and pillows that have been taken out of their packaging. Used mattresses, duvets and pillows can be exchanged once within the first 90 days.

Regardless of whether you are returning items under the statutory 14-day right to cancel or our additional 365-day return policy, you can also ask us to collect the items from you. If you want us to collect your items, we will charge you for the service. The charge will be based on your postcode and the distance both to and from your house. To arrange a collection, please call our Customer Support on +358 (0)9 3482 9400. There is no charge for returning a parcel during the statutory 14-day right to cancel, but you will have to pay the postage yourself if you are taking advantage of our additional 365-day return policy.

If instead of returning your items you would like to use our delivery service to exchange your items, please contact our Customer Support on +358 (0)9 3482 9400 to make the necessary arrangements. The charge will be based on your postcode and the distance both to and from your house. Unused items can be exchanged free of charge in one of our IKEA stores within the first 365 days after purchase.

When you return an item, we will refund you using the same method of payment that you used when you placed your order. The time it takes for you to get the refund depends on your chosen payment option. Refunds take between one and two weeks to clear.

Find out more about returning and exchanging items (including mattresses).

Read more about registering a refund

12. Faulty items 

IKEA accepts statutory liability for faulty goods regardless of any warranties.

13. Complaints

If any of your items is faulty, you have the following options:

You can take the faulty item to the Exchanges & Returns area of your nearest IKEA store. The order confirmation that you received when you placed your order doubles as your receipt.

If you would prefer to return the item by post or have it collected, please contact IKEA Customer Support on +358 (0)9 3482 9400 to make the necessary arrangements.

Our partners accept full responsibility for any damage to property caused by their staff, for customer service and for communicating with the customer.

14. Intellectual property rights

The IKEA online store and the content on the website are intellectual property of IKEA Oy, INGKA Group companies and potentially third parties. Unauthorised copying and sharing of the IKEA online store and any content on the website (including selling any content or producing any derivative works) is prohibited.

15. Limitation of liability

We do not accept responsibility for late deliveries if the delay is not attributable to the operation of the IKEA online store. We are also not responsible for potential mistakes in the content of the IKEA.fi website.

IKEA cannot be held liable for any indirect costs or losses that are incurred as a result of using the IKEA online store or not being able to use the website. IKEA is also not responsible for any losses incurred as a result of a force majeure event or any other obstacle that unreasonably inconveniences the operation of IKEA Oy.

The IKEA online store and the content on the website are provided “as is” without any direct or indirect guarantees of, for example, intellectual property rights not being violated or the website’s suitability for a specific purpose.

We cannot guarantee uninterrupted availability of the IKEA online store, and we do not accept liability for loss of data or any losses incurred as a result of interruptions in the service. The IKEA online store and information that you have saved on the website may be temporarily unavailable due to, for example, system maintenance, or your information and other materials may be erased or be permanently lost for some other unforeseeable reason. IKEA endeavours to notify users of any interruptions in the operation of the IKEA online store ahead of time. 

Please note that we also cannot be held responsible if you do not receive your order, confirmation of your order or delivery or other documentation due to mistakes in the associated information.

16. Disputes

Disputes are subject to Finnish law and the Consumer Protection Act.

You have the right to refer a dispute to the Consumer Disputes Board (link opens to new window). Before doing so, we recommend that you contact Consumer Advisory Services (link opens to new window). The Consumer Disputes Board can refuse to take your case if you have not first consulted Consumer Advisory Services.

Alternatively, you can try to settle the dispute through the Online Dispute Resolution (ODR) mechanism (http://ec.europa.eu/odr).

17. Processing of personal data

When you shop in the IKEA online store or use our website otherwise, you agree to the processing of your personal data in accordance with our privacy policy. Explore IKEA privacy policy now. 

18. Changes to Terms and Conditions

IKEA reserves the right to unilaterally change or supplement these Terms and Conditions at any time by posting an update on the IKEA website or by contacting you otherwise. The changes take effect as soon as they have been communicated via the IKEA website or otherwise. By continuing to use the IKEA website, you accept the changes to the Terms and Conditions. If you do not wish to accept the changes, you can unfortunately no longer use our website.

19. Contact information

IKEA Oy
Espoontie 21, 02740 Espoo, Finland
Business ID: 2149172-6
Telephone: +358 (0)9 3482 9400
Email: [email protected] (link opens to new window)

20. Terms and conditions for product reviews

We appreciate your feedback!

Please note that by posting a product review on our website, you are deemed to have accepted these terms and conditions.

Overview

We publish both positive and negative reviews, but all content is monitored to ensure that it is suitable for publication on our website. This means that your review will not appear on our website immediately. We reserve the right to approve or reject product reviews and the right to edit the length and/or content of reviews as we see fit.

You agree not to post any content:

  • that is untruthful, inaccurate, misleading, derogative, inappropriate, pornographic, obscene, lewd, suggestive, harassing, threatening, insulting, fraudulent or otherwise distasteful;
  • that violates a copyright, a patent, a trademark, a trade secret or other rights of third parties, freedom of speech or the right to privacy;
  • for which any third party paid you or gave you something in return;
  • that violates local, national or international laws;
  • that references other businesses or websites;
  • that contains computer viruses, worms or other potentially malicious software or files;
  • that constitutes sales promotion, circularisation or spam, political campaigning, advertising or recruitment; or
  • that contains personal data pertaining to third parties.

If you would like to take your product review down from our website, please contact us. We are currently unable to publish product reviews that are not written in Finnish.

Personal information

To ensure that your product review can be published, please do not include any personal information such as your full name, contact information or email address.

We reserve the right to retrieve any information that we consider necessary and pertinent to ensure compliance with the applicable laws or to protect our customers, business or systems, including the full details of user accounts, IP addresses and previously posted reviews. For more information, see our Privacy Policy.

Issues with customer service and safety

Please do not use product reviews as a way to report issues with our customer service or safety. You can contact us as shown under “Ways to contact us”.

Rights to content

By posting a product review, you give IKEA Oy and its partners a non-exclusive, royalty-free, perpetual, irrevocable, transferable and fully sublicensable right to use, reproduce, modify, adapt, translate, distribute, publish, create derivative works of and publicly display it anywhere in the world and in any media without any compensation to you. You also agree to us publishing your first name with the review.

Liability

Although we do our best to monitor all product reviews that we receive, we cannot be held responsible for reviews sent, saved or uploaded by you or third parties. We are not responsible for any losses that you incur as a result of product reviews published on our website.