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IKEA UK FAQs during Coronavirus

All our UK stores are open, including our Swedish Food Markets, delicious Bistros and most of our Restaurants. We look forward to seeing you again soon.

Our click and collect and online home delivery services are also available across the UK. 

Help us to keep everyone safe

In line with Government guidance, face coverings are no longer required in England, Northern Ireland and Scotland; however, we encourage the use of face masks while visiting our stores. Face coverings are required when visiting our stores in Wales. 

If you are unable to wear a face covering, or the wearing of a face-covering makes communication difficult, please notify a co-worker. Thank you for following the Government guidelines in your local area to keep everyone safe.


Contacting Us

Our Customer Support Centre is currently operating Mon-Sat 07:00 -20:00 and Sunday 07:00 - 19:00.

  • At the moment, it may take a bit longer than usual to connect with us, but we hope you’ll understand. For non-urgent issues, check the FAQ section below, or use our virtual assistant LATTJO by clicking here

     

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

    You can Manage & Track your Order via our self-service option on our website here.  Please note: to make changes to any orders which are generally due to be delivered within 48 hours, you need to 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
All our UK stores are now open.​

Opening hours

  • Q: Is my local store open? ​

    All our UK stores are now open. Please check your local store information here.

    Q: What safety measures are in place?  

    Our number one priority is everyone’s safety. We’re following Government guidance and the following safety measures remain in place:

    • Controlled numbers of customers at any one time
    • Hand sanitiser facilities and frequent deep cleaning routines 
    • Perspex screens where appropriate to enable social distancing
    • Contactless payments are preferred
    • ​Our Småland play areas are currently closed​

    Q: Are you accepting cash?  

    Yes, however contactless payment is preferred. Sorry, we’re currently only able to accept card or contactless payments at our IKEA Croydon store.   

    Q: Can gift cards and vouchers be used in-store?

    Yes. IKEA gift cards can also be used online, but currently not refund cards or paper vouchers.

    Q: Can gift cards and vouchers be used at IKEA Bistro and Swedish Food Market where open?

    Unfortunately not.

    Q: Can I bring my children?                                                                                                                    

    You can, but our Småland crèche remains closed for now.

    Q: Will you be asking customers to wear face coverings?   

    Yes, please do wear face coverings on your visit, if you are able to, for yourself and for others. 

    Q. If I'm unable to wear a face covering due to a health reason, am I still able to visit IKEA?

    Yes, we appreciate that there are valid exemptions from wearing a face covering.

    Q: How will you support customers with hearing impairments who would otherwise lip read?

    Co-workers providing assistance to a customer who relies on lip reading to communicate will be able to remove their face covering.

Planning services

  • Q: Are in-store planning services available?   

    Yes, our in-store planning services have resumed, with thorough safety measures in place. Please remember your face mask or covering. Our kitchen, wardrobe, kitchen, living room storage, sofa and home furnishing planning services are also available online. If you need some help or inspiration, please book an Online Planning appointment with one of our planning specialists.

Delivery and Collection

  • Q: Are you delivering as normal, if I purchase online? 

    Yes we are, however, some of our products may potentially be temporarily unavailable.

    Q: When will I receive my delivery?

     Our delivery lead times are currently running a little longer than usual, and we hope you’ll understand. Our aim is to keep you informed wherever possible of any delays. 

    Q: What delivery options do you offer?

    We have different types of online delivery options available.

    Online Parcel delivery from £2

    Large delivery from £40

    See also our click and collect service

    Q: Is it safe to receive deliveries during the COVID-19 outbreak? 

    Yes, the likelihood of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is low.​

    For further info from the World Health Organization, click here

    Q: How will my parcel be delivered?

    For parcel deliveries to your home, your order will be delivered contact-free to your doorstep and you can manage your delivery preferences through the tracking app. A link will be provided to you as part of the delivery process. Parcel delivery is also available to your local external DPD pick up point, and available locations will be shown at check out.

    Q: How will my large delivery be delivered?

    For larger deliveries, our drivers will contact you 1 hour prior to the delivery. Your order will be delivered contact-free to either your doorstep or a selected room of your choice.

    Q: I am self-isolating, what should I do about my delivery?

    If you or someone in your household are self-isolating, we 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 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. What do I do?

    Our parcel delivery partner will make 3 attempts to deliver your parcel. If still 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: Can I contact your Support Centre?  
    Yes. Our Customer Support Centre is open and you can contact us by visiting our Contact Us page where you will be able to connect with us via telephone or our webchat service after answering a few quick questions, to help us direct you to the best contact channel.  You will also find other FAQs and a link to Lattjo our Virtual Assistant.  We are currently experiencing high demand, so it may take a little longer than usual to connect with you, but we hope you'll understand.

Customer Returns

  • Q: Can I return products to the store? 
    Yes, we will be happy to give you a full refund by the same method as your original payment for products that are returned with proof of purchase in new, unused and re-saleable condition and with the packaging.  

    If the article(s) you are returning were purchased online and have a total weight of less than 10kg and can fit in a parcel of 60x50x50cm or less, you can return for free using CollectPlus. You can return at your convenience to over 7000 locations. Please be advised that your refund will be processed once the article(s) have been received by IKEA. The CollectPlus service is only available for purchases made online.  We are unable to offer exchanges under the CollectPlus service. For more information please click here.  For the return or exchange of articles purchased earlier in store, for the moment you will need to wait until our stores open again.

    Q: Will I still be able to return items to the store for a refund, if I exceed the 365 days refund policy due to store closures?  
    Yes. We will be happy to give you a full refund by the same method as your original payment for products that are returned with proof of purchase in new, unused and re-saleable condition and with the packaging. This includes returns whereby the 365 day policy has been exceeded during store closures. 

    Q: Can I arrange to have my mattress exchanged under the ‘Love It or Exchange It’ policy?  
    Yes, we are honouring our ‘Love it or Exchange it’ policy. It is important to us that you love your new mattress. So if after a while you discover that it is too firm or too soft you will be able to bring the mattress back and change it for another, once stores are open again. For more information on our Love it or Exchange it policy, please click here. 

    Q: Can I cancel an order placed online?  
    For customers 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.  

Click and collect

Our click and collect service is available across all our UK stores, please check your local store information here. 

  • Q: How many stores are offering a click and collect service? 
    Our click and collect service is available across all our UK stores and external DPD pick up points. ​You will have the option to select your preferred store or pick up point and next day collection slot*. You will receive an email once your order is ready. Please remember to collect only on your selected date. 

    Q: Will click and collect purchases be available the same day? 
    Click and collect orders will ideally be available the next day from your date of purchase*. You will receive a collection notification email, and please collect your order ONLY on the date and collection slot provided.
    *Order and collection points and Croydon store only will operate with a choice of collection day.

    Q: Is click and collect a free service?
    It’s totally free when you spend over £100. For smaller orders, we’ve reduced the cost of our click and collect service at all UK IKEA stores and order and collection point, please refer to our Click and collect page for up to date prices. Collection at an external DPD pick up point is £2. Please be advised that the click and collect charge may vary per IKEA store from time to time dependent on local limited time offers. 

    Q: Is there a limit on the number, size or weight of items purchased through click and collect? 
    For collection at an IKEA store, 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 at an IKEA store. For collection at an external DPD pick up point, only smaller size parcel orders will be accepted. Maximum size 60x60x60cm, maximum weight 20kg.

    Q: Is click and collect slowing down delivery times for other customers? 
    Click and collect itself does not affect other delivery times. As more people have been spending more time in their homes, we have experienced unprecedented demand for our products, which has led in some cases 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.

    Q: How much time do I have to collect my order?
    Given the current high demand, we ask you to collect your order ONLY on your allocated day. If you do not pick up your order on your selected day and collection slot, the order will be cancelled and a refund will be processed. 

Collect near you

  • Q: How do I book the service?
    The service can be booked on www.IKEA.co.uk. Once you have selected your purchases, proceed to the checkout page, if your postcode is within 45KM of any collection point, you will be presented with the possibility to book our ‘Collect Near You’ service along with our other service products such as ‘Delivery’ and ‘Click & Collect’.  

    Q: What Postcodes are covered by the ‘Collect Near You’ service? 
    At present only postcodes within a 45KM radius of a collection point will be covered by the ‘Collect Near You’ service.

    Q: What Locations can I collect from?  
    At present orders can be collected from our collection points in Twickenham and Kingston upon Thames. We aim to expand the service and add further collection points during the next 6 months. 

    Q: What’s the soonest I can collect my ‘Collect Near You’ order?  
    ‘Collect Near You’ orders will ideally be available the 2 days from your date of purchase. Orders can be placed up to 11pm for collection from 7am 2 days ahead. For example, orders placed at 11pm on Monday can be collected from 7am Wednesday. 

    Q: What time windows are available? 
    We will have 5 collection windows to choose from on any given day, these are: 7am-9am,10am-12pm,1pm-3pm,4pm-6pm,7pm-9pm If a slot is not showing as available in the checkout, this will be because all available slots have already been booked within that specific time window. 

    Q: When can I collect my order? 
    During the checkout you will be able to select a date and time to collect your order. Once your order is ready, you will receive a collection notification email from Shift, please endeavour to collect your order within your chosen time window.

    Q: How far in advance can I book my order? 
    Orders can be booked up to 7 days in advance.  

    Q: Is ‘Collect Near You’ a free service? ​ 
    It’s totally free when you spend over £200. For smaller orders, our ‘Collect Near You’ service is currently £10. 

    Q: Is there a limit on the number, size or weight of items purchased through ‘Collect Near You’? 
    There is no limit on the number of items you can purchase through ‘Collect Near You’.  

    Q: Where do I go to collect my order?  
    Within your booking confirmation you will have the full address details for the collect point which also includes collection instructions. 

    Q: What will happen when I arrive? 
    Within the confirmation email you would have been provided with a locker number and unique pin code by Shift, once you arrive at the collection point and locate your locker, enter the unique pin code and the locker will open, your order will be loaded onto a trolley which can be easily removed from the locker. There will be a representative on site to support with any questions. 

    Q: How much time do I have to collect my order?
    We ask you to collect your order only during your allocated time window. If you are no longer able to collect in the allocated window, we ask that you contact Shift via the number provided in the collection email.  

    Q: What happens if a product is damaged or missing?
    In the unlikely event that you have a damaged or missing product – please inform the representative on site, any damaged products can be left with the representative. We will then be in touch to arrange a replacement via your preferred method.

    Q: What if I can no longer collect my order? 
    If you can no longer collect your order, Shift can offer a delivery service for your order (this will be an additional fee), alternatively you can cancel your order via the order management tool or by contacting IKEA Customer Services .

    Q: what happens if I do not collect my order within the chosen timeslot? 
    Your order will be held at the pick-up location for up to 24 hours past your chosen time slot, following this, the order will be returned to IKEA and a refund will be issued within 14 days to your original payment method.

    Q: Can I return products to a ‘Collect Near You’ collection point?  
    At present, we are unable to accept returns at any ‘Collect Near You’ collection point. Please head to your closest IKEA store for a refund or contact IKEA customer Services.

    Q: How will I receive updates on my order? 
    Following your order confirmation and Tax receipt which will be received by IKEA, our partner, Shift, will provide you with order updates throughout. These include order confirmation, collection details and pick up confirmation.    

Kitchen Services

Our kitchen installation and measuring services remain in operation across the UK.

  • Q: Are in-store kitchen planning services available?   

    Yes. Our kitchen, wardrobe, kitchen, living room storage, sofa and home furnishing planning services are also available online. If you need some help or inspiration, please book an Online Planning appointment with one of our planning specialists. 


    Q: Are kitchen installation and measurement services available?
    Yes, our kitchen installation and measuring services remain in operation as usual across the UK with health and safety measures in place. If you or someone in your household are self-isolating, we ask that you book a kitchen measuring appointment after the isolation period has ended.   

Assembly by TaskRabbit

  • Q: Can I use the Task Rabbit Assembly service?
    Yes, TaskRabbit is committed to keeping both customers & taskers safe, in accordance with applicable guidance from government authorities. You can continue to book your contact-free IKEA furniture assembly, taking place in a separate room of your home, by visiting the TaskRabbit website,
    Taskrabbit is also open for essential services. Instructions for contact-free tasks can be indicated in the booking details and/or via task chat.

    * TaskRabbit UK services are currently available in the following areas: 
    Online: Bristol, Birmingham, Cardiff, Coventry, Edinburgh, Exeter, Gateshead, Glasgow, Greater London, Leeds, Liverpool, Manchester, Milton Keynes, Nottingham, Reading, Sheffield, Southampton and Warrington.
    Please find more info for the service here.


    Our assembly service partners in Belfast have resumed business and will be following the latest government guidance on safety measures, enhanced sanitising routines and social distancing. Please find more info for the service here.