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Coronavirus: IKEA UK Customer FAQ’s

Due to unprecedented demand, we're experiencing shortages for some items and longer delivery times than usual. We apologise and are working hard to restock as quickly and safely as possible. If you're unable to complete your order, please try again in a few days.

We're also taking longer than usual to respond to customer contacts due to the current Coronavirus situation and we thank you for your patience. For more details see below our customer frequently asked questions.

Contacting Us

Our Customer Support Centre is currently operating with a limited team – who are all working remotely from home. As a result we have temporarily reduced our opening hours and are now available from 9am to 5:30pm 7 days a week.

Our contact channels are also more limited at this time and this means that it may take longer than usual to connect with us – so thanks for your patience. For non-urgent issues, please use the FAQ section below, or our virtual assistant LATTJO by clicking here

Q: Why can I not contact you by telephone? 

Due to our Co-Workers working remotely from home, we are unable to handle inbound calls currently, and we apologise for any inconvenience this may cause. If you wish to contact us, please visit our Contact Us Page - answer a few simple questions and we will advise you on how you can best connect with us – including our online chat service. For non-urgent questions our Virtual Assistant LATTJO is available 24 hours per day click here

Q: I would like to enquire about my order or delivery?

In the first instance you can Manage & Track your Order by visiting our self-service option on our website here. Unfortunately orders which are generally due to be delivered within 48 hours cannot be changed in this way – so if this is the case, please connect with us via our Contact Us Page. For all parcel deliveries within the UK you can track your delivery by clicking here

Store Information

We’re excited to announce that from 1st  June we will be welcoming you back to our IKEA stores in England and Northern Ireland.​ Of course, the safety of our customers and co-workers remains the highest priority so we have been working hard to welcome you back safely. ​We’ve introduced new measures so you can enjoy a safe and comfortable shopping experience. We hope to be saying a socially-distanced ‘hej’ to you soon.

Q: Is my local store open? ​

We are closely following guidance from UK authorities and as a result, the following stores will be open from 1st June:​ Belfast, ​Birmingham​, Bristol​, Croydon, ​Gateshead, ​Exeter​, Greenwich​, Lakeside​, Leeds​, Manchester, ​Milton Keynes, ​Norwich Order & Collection Point​, Nottingham​, Reading​, Sheffield​, Southampton​, Tottenham​, Warrington​, Wembley​.

We will be re-opening these stores with reduced opening hours for now. Our opening hours are:​
Mon-Sat: 10:00-20:00 ​
Sun: 11:00-17:00  ​(Belfast, Sunday opening hours are 12:00-18:00)

For now, in line with the guidance of local authorities, our stores in Scotland and Wales will remain closed. We will also not reopen all of our Planning Studios or Collection Points in London for the time being. ​

We have also taken the difficult decision not to re-open our Coventry store to customers, previously planned to close this summer. We’d like to thank our hard-working co-workers in Coventry for their enormous contribution in the 13 years we were open there.

Q: What safety measures have been put in place?  

We are making extensive plans and have put enhanced safety measures into place to ensure the safety and comfort of customers and co-workers. These enhanced measures include:  

  • Limited numbers of customers in store at any one time and wherever possible, customers are encouraged to shop alone, in line with Government guidance. Where this isn’t possible, groups will be limited to one adult and one child and a staggered entry system will be in place
  • Restricted car parking as well as car park management, security in place and a system for closing off access if full 
  • Social Distance Wardens throughout the store to help customers find their way round the new one-way system and ensure new social distancing measures are being observed  
  • Reduced shopping hours
  • Additional hand sanitiser facilities and more frequent deep cleaning routines for bags, trolleys, bathrooms, rest areas, equipment and touchscreens  
  • Screens in key areas – such as checkouts, service points, planning areas, customer returns - to enable social distancing  
  • Appointment-only system for in-store planning services, with remote planning encouraged 
  • Cashless payments only – by card and contactless   
  • Click and Collect will operate as contactless  
  • All play areas will remain closed, as will our restaurant 
  • The Bistro will operate a contact-free takeaway service and will be open with enhanced safety measures in place, including: two-metre distancing, screens, cashless payments only, and deeper and more frequent cleaning routines

Q: Are you accepting cash?  

Unfortunately, not at present. For now, we’re accepting card and contactless payments only.

Q: How will you manage traffic/access/parking/security? 

We will have restricted capacity and communication of social distancing throughout the car park. When capacity is reached, the car park will be closed.  

Q: Will you limit the number of people shopping together and the number of people in store at any one time? 

We will have a staggered entry system and limited numbers of customers in store at any one time, with a one in one out process when capacity is reached. In line with the government guidelines, if you can, please shop alone. Only bring one other person from the same household, if you need special assistance or if you need to bring your children with you.

Q: What if I need to purchase bulky items that rely on more than one person to pick them?  For your safety and ours, our co-workers are unable to assist with product picking. We have a pick and delivery service available for an additional charge. 

Q: Will children be allowed in store, and will there be any age restriction in place? 

Whilst children are welcome, groups (including families) will be limited to a maximum of two people. Indoor and outdoor play areas and our restaurants will remain closed.  Social distancing wardens will be in place to ensure safety and social distancing measures are being observed. 

In-store Services

Q: Are in-store planning services available?   

Planning services will only be available remotely for now. Our wardrobe, kitchen, living room storage, sofa and home furnishing planning services are all available online. If you need some help or inspiration, click here to book a free Online Planning appointment with one of our planning specialists.

Q: How will Smaland, the restaurant, bistro and Swedish Food Market be affected?  

For now, and in-line with government guidance, all our play areas including Småland, and our customer restaurants will remain closed. The Bistro will be open for contact-free takeaway service, with a reduced menu and enhanced safety measures in place, including: two-metre distancing, plexiglass screens, cashless payments only and deeper and more frequent cleaning routines. The Swedish Food Markets will also have these measures in place as well as a one-way system. 

Delivery and Collection

All our deliveries are doorstep only and contact-free. Please bear with us as, due to high demand, we are currently experiencing longer delivery times than normal. We’re very grateful to our customers for their patience in these extraordinary times.

For the safety of our customers and delivery partners, and in line with government guidelines, we are unable to deliver inside our customers’ homes at this time. Instead, we are happy to deliver to the main external entrance of the property – this includes flats or buildings with multiple dwellings inside.

This means that we are unable deliver to your room of choice, or take deliveries to internal entrances and you will need to take your items into your home yourself. Please bear this in mind when ordering and thank you for your understanding.

Q: Can I still have a delivery if I purchase online?  
You can still shop online however some items are currently unavailable for delivery. All our deliveries are contact-free and doorstep only.

Q: When will I receive my delivery? 

Delivery lead-times are being affected due to operational constraints in our fulfilment channels. Our aim is to keep customers informed wherever possible to any order delays. We thank you for your understanding and apologise for any inconvenience this may cause.  

Q: It is safe to receive packages/ deliveries during the COVID-19 outbreak? 
Yes. The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low. For further info please connect with the World Health Organization, click here

Q: UK: How will my parcel be delivered?  
For parcel deliveries, your order will be delivered contact-free to your doorstep and you can manage your delivery preferences through the tracking application. A link will be provided to you as part of the delivery process.

Q: How will my truck delivery be delivered?  
For larger deliveries, our drivers will contact you 1 hour prior to the delivery. Please keep in mind when ordering bulky or heavy items that contact-free deliveries are doorstep only and aim to limit physical contact. This will require you to carry the goods inside.

Q: I live in an apartment building, where will my furniture be delivered if on the doorstep only?

For the safety of our customers and delivery partners, and in line with government guidelines, we are unable to deliver inside our customers’ homes at this time. Instead, we are happy to deliver to the main external entrance of the property – this includes flats or buildings with multiple dwellings inside. This means that we are unable deliver to your room of choice, or take deliveries to internal entrances and you will need to take your items into your home yourself. Please bear this in mind when ordering and thank you for your understanding.

Q: I am self-isolating, what should I do with my delivery?  
If you or someone in your household are self-isolating, we kindly ask you to book a delivery slot after the isolation period has ended. If you already have a delivery scheduled during a period of self-isolation, please reschedule by clicking here .

Q: I am self-isolating because I am part of the vulnerable group, but I feel fine, can I still have my goods delivered?  

If you are self-isolating, we kindly ask you to book a delivery slot after the isolation period has ended. If you already have a delivery scheduled during a period of self-isolation, please reschedule by clicking here .

Q: I am self-isolating and cannot accept my parcel?  
Our parcel delivery partner will deliver your parcel on 3 different attempts. If they are not successful they will hold the parcel for you free of charge in their warehouse for 3 days. After this the parcel will be returned to IKEA and you will receive a refund.  

Q: Will I still be able to contact your Support Centre? 
Due to the Covid-19 situation and the impact on our Customer Support Centre we have changed the way we are available to our customers.  

We are temporarily unable to take calls. If you still need to connect to one of our co-workers, then we are available through online chat, by going to the contact us page on our website.  We are here 7 days a week, 9am to 5.30pm. We thank you for your understanding.

Customer Returns

Q: Can I return products to the store? 

Yes, our instore returns areas in England and Northern Ireland will reopen on 1st June . As we are only accepting cashless payment, at present, if the original purchase was made in cash, refunds will be made onto a gift cards. We have a 365 days return policy.  Smaller orders and articles with a total weight of less than 10kg, and can fit in a parcel of 60x50x50cm or less, can be returned using CollectPlus. You can return at your convenience to over 7000 locations. For more information and to initiate your return please click  here.

Q: Can I arrange to have my mattress exchanged under the ‘Love It or Exchange It’ policy? 
Due to return collections from home being suspended, IKEA is currently unable to arrange exchange for mattresses under the Love It or Exchange It policy. Once all our stores reopen, IKEA will support you with arranging an exchange. This includes exchanges whereby the Love It or Exchange It policy has been exceeded during store closures. 

Q: I have a collection already booked, will this still go ahead? 
To ensure the safety and wellbeing of our co-workers, service partners and customers, the decision has been taken to stop new truck collections from customers addresses with immediate effect, and until further notice. This is to include collection and refund, and uplift and exchanges. 

Q: When will I get my refund for IKEA products that have been collected?

Whilst every effort will be made to process refunds as soon as possible and within the timelines outlined by your statutory rights, during this challenging time there may be instances where our refund process will take longer than usual.

Once your refund has been processed you will receive an email confirmation. We apologise for any inconvenience this may cause.

Q: When will I get my refund for IKEA products that have been collected?
Due to the impact on our fulfilment channels, there may be delays in the receiving of stock and subsequent refund of your goods. We will endeavour to minimise this delay wherever possible. 

Q: Can I cancel an order placed online? 
For customer wishing to cancel an online order under the Consumer Contracts Regulations within 14 days of the delivery, a case will be created noting your wish to cancel the order. We will not be able to book in a collection date at this time and will arrange this at a later date.  

Q: If I cancel my online order, will the delivery charge also be refunded? 
Yes, we will refund the delivery charge. 

Q: Will I be able to return items at a later date if my local store isn't open yet?  
Yes, we operate a very generous 365 day return policy and customers are invited to return any items at their convenience once all our stores are reopened. For customers not able to return goods themselves and require a collection, this can be arranged in due course, but we would not be able to commit to a time at present. 

Click and collect

Q: How many stores will be offering Click and collect services? 

From 1st June, we will begin the phased opening of a Click and collect service in all open IKEA stores across the UK, and our store in Wales. This service has a fee of £9.95, or free for orders over £300.

We hope to open our Click and collect services as follows, however, please note that these are guide dates, and not confirmed:

22nd May: Exeter.

28th May: Bristol, Leeds, Tottenham, Warrington and Wembley.

29th May: Belfast.

1st June: Norwich (OCP). 

3rd June - Cardiff, Croydon, Lakeside, Birmingham and Greenwich 

10th June - Nottingham, Manchester, Southampton, Sheffield, Reading, Milton Keynes and Gateshead 

Stores in Scotland and Wales will not reopen on 1st June but Click and collect will be available from our IKEA Cardiff store from 3rd June in line with Government guidance. 

Q: How have you chosen which stores will re-open and which will operate Click and collect? 

For the time being, we are focusing on our larger stores. For the convenience of customers wishing to shop with us in the East of England, we will also be opening our Norwich Order and Collection point. Whilst our other smaller stores will remain closed for now, you can check your closest store here. We apologise for any inconvenience this may cause. 

Q: Why will stores remain closed in Scotland and Wales with Click and collect operating in Wales, but stores will re-open in England? 

Stores in Scotland, Wales and Ireland will remain closed in line with Government advice in those countries, however our  Click and collect service will be available in our IKEA Cardiff store in line with Government guidance. In the meantime, we continue to work hard on developing our reopening plans, with the safety of co-workers and customers at the forefront of our thinking. 

Q: When will IKEA review reopening stores in Scotland and Wales if Click and collect is successful? 

Stores in Scotland, Wales and Ireland will remain closed in line with Government advice in those countries for now. For more information please click here.  

Q: Will Click and collect purchases be available the same day? 

Click and collect orders will be available for collection in store one to two days from your date of purchase. Please collect your order on your selected day, only once you have received your collection notification email.

Q: Is there a limit on the number, size or weight of items purchased through Click and collect? 

There is no limit on the number of in stock items you can purchase through Click and collect. There are also no weight or size restrictions on Click and collect orders. 

Q: Will opening Click and collect have any impacts on current delivery times for other customers? 

Opening Click and collect will not impact current delivery times. As more people have been spending more time in their homes, we have experienced unprecedented demand for our products, which has led to longer delivery times than usual. We have been working hard to deliver products as quickly and safely as possible, and we apologise for any inconvenience the longer delivery times may have caused.

Kitchen Services

Q: Are in-store planning services available?   

Planning services will only be available remotely for now. Our wardrobe, kitchen, living room storage, sofa and home furnishing planning services are all available online. If you need some help or inspiration, click here to book a free Online Planning appointment with one of our planning specialists.

Assembly by TaskRabbit

Q: Can the TaskRabbit platform still be used?

TaskRabbit is here to help the community and are committed to keeping their platform open to allow Taskers and Clients to connect for essential services, volunteer and contactless tasks*, in accordance with applicable guidance from government authorities. You can monitor the latest updates on the TaskRabbit website.

* TaskRabbit UK services are currently available in the following areas:
Online: Greater London, Reading, Bristol, Birmingham, Coventry, Manchester, Liverpool, Warrington, Sheffield, Leeds, Gateshead, Nottingham, Southampton and Exeter.
Following the latest Northern Ireland, Wales and Scotland government guidance, furniture assembly is still suspended.

For assemblies carried out by IKEA (Milton-Keynes and Norwich stores only), assembly services have been suspended as a precautionary measure. If you already have an assembly booked, this will be completed according to government guidelines.