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.
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
We’re excited to announce that all our UK IKEA stores are now open. 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 are now open: Aberdeen Order and collection point, Belfast, Birmingham, Bristol, Cardiff, Croydon, Edinburgh, Exeter, Gateshead, Glasgow, Greenwich, Lakeside, Leeds, Manchester, Milton Keynes, Norwich Order and collection point, Nottingham, Reading, Sheffield, Southampton, Tottenham, Warrington, Wembley.
Find out your local store opening hours click here
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
- Encouraging less product handling for safer shopping
- 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?
For now, we are not accepting cash payments. As a result of extensive planning, we have a number of enhanced safety measures in place to ensure the safety and comfort of our customers and co-workers. This includes only accepting cashless payment methods – by card or contactless.
Can gift cards and vouchers be used in-store?
Yes, IKEA gift cards, refund cards and vouchers can be redeemed in-store.
Can gift cards and vouchers be used online?
For now, IKEA gift cards can be used online. However, refund cards and paper vouchers can only be redeemed in-store.
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, and to ensure a safe shopping experience we ask that 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 a child 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.
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 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.
Contact-free delivery *
Please keep in mind when ordering bulky or heavy items that contact-free items will be delivered to your hallway or threshold entrance. For the safety of our customers and delivery partners, and in line with government guidelines, we are currently unable to deliver items to the room of your choice.
*Orders to all Leicester postcodes will be delivered to the main external entrance of the property, this includes flats or buildings with multiple dwellings inside.
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.
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 to your home, 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. Parcel delivery is also available to your local external DPD pick up point, available locations will be shown at check out.
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 will be delivered to your hallway or threshold entrance. For the safety of our customers and delivery partners, and in line with government guidelines, we are currently unable to deliver items to the room of your choice.
Q: I live in an apartment building, where will my furniture be delivered?
For the safety of our customers and delivery partners, and in line with government guidelines, items will be delivered to your hallway or threshold entrance. We are currently unable to deliver items to the room of your choice.
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.
Q: Can I return products to the store?
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, it should be returned 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. For the return of articles purchased in store, please visit your local store along with your receipt and the article(s) you wish to return.
We are unable to offer exchanges under the CollectPlus service. Should you require an exchange, please visit your local store along with your order number and the article(s) you wish to exchange.
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 are be offering a Click and collect service?
Our Click and collect service is now available at all our IKEA stores and external DPD pick up points with contact-free collections and social distancing measures in place. You will have the option to select your preferred store or pick up point and collection date, as soon as the next day. You will receive an email once your order is ready. Please remember to collect only on your selected date.
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, our Norwich Order and Collection point is also open. 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: 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?
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 parcel-size orders will be accepted with a maximum dimension of 60x60x60 and maximum weight of 20kg.
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.
Q: Are in-store planning services available?
Our kitchen, wardrobe, 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: Are kitchen installation and measurement services available?
Following the latest Government guidance, our kitchen installation and measuring services have resumed* with health and safety measures in place, find more information here.
*We have temporarily suspended our kitchen measuring and installations services in all Leicester postcodes.
Assembly by TaskRabbit
Q: Can the TaskRabbit platform still be used?
TaskRabbit is committed to keeping both customers & taskers safe, in accordance with applicable guidance from government authorities. You can 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: 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.
Our assembly service partners in Milton-Keynes, Norwich and Belfast have resumed business and will be following the latest government guidance on safety measures, enhanced santising routines and social distancing. Please contact your local store for more information.