IKEA UK FAQs during Coronavirus
Good news! All our UK stores are now open. This includes our Restauraunts, Swedish Food Markets and delicious Bistro take-away.
Our contactless click and collect and online home delivery services are also available across the UK.
Help us to keep everyone safe
Everyone’s health and wellbeing is our top priority, so we ask you to continue to follow these simple rules: wear a face covering, use hand sanitiser and keep a safe distance from each other. See you soon!
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
All our UK stores are now open.
Our Swedish Food Markets are open in all our UK stores.
Our Bistros are open for take-away in all our UK stores.
Our Restaurants are now open in all our UK stores.
Q: Is my local store open?
All our UK stores are now open. Please check your local store information here.
Q: What safety measures have been put in place?
Our number one priority is everyone’s safety, so we have extensive measures in place:
- Controlled numbers of customers at any one time
- Car park safe spacing management and security
- Social Distance Wardens where appropriate
- Hand sanitiser facilities and frequent deep cleaning routines
- Perspex screens where appropriate to enable social distancing
- Contactless payments only
- All play areas, including Småland, are currently closed
- Enhanced saftey measures in place in our restaurants. Please find more information on our Restaurants here.
Q: Are you accepting cash?
Unfortunately not. We are currently only accepting cashless payments in our stores to reduce the amount of contact between you and our co-workers, for everyone’s safety.
Q: Can gift cards and vouchers be used in-store?
Yes, if your local store is open. 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?
In the current situation, unfortunately not.
Q: Will you limit the number of people coming to IKEA together?
In line with Government advice, it’s best to keep numbers down. So shop alone if you can, or in a maximum one-household group of 4. And please remember to wear a face covering.
Q: What if we are members of different households?
Under current Government rules, no household mixing is allowed indoors, unless in a support or childcare bubble, so we ask you to comply.
Q: What if I need to collect bulky items that rely on more than one person to carry them?
For your safety and ours, our click and collect co-workers observe 2m distancing, and are therefore currently not able to physically assist you. So come with a member of your household or bubble, as appropriate.
Q: Can I bring my children?
You can, but there are no play areas open, so please supervise them carefully at all times.
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.
Q: Will co-workers be wearing face coverings at the store?
Yes, it's now a legal requirement. Face coverings will be worn by co-workers at all our stores, unless stationed behind a perspex screen or due to a health exemption.
Q: Will IKEA provide co-workers with face coverings?
Yes, masks or visors will be provided and are available for all co-workers.
Q: Is Smaland open?
Not for now. In line with Government guidance, all our play areas including Småland are temporarily closed.
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
In line with the latest Government guidelines, all our deliveries are contact-free. Please bear with us as, due to high demand, we are currently experiencing longer delivery times than normal, but we hope you’ll understand.
Q: Are you delivering as normal, if I purchase online?
Yes we are, all our deliveries are contact-free, to ensure 2m distancing for everyone’s safety. At the moment, 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?
Your delivery will be contact-free, safely observing the 2m distancing rule. 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 also 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, if Government rules allow at the time.
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.
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 you will, once stores are open again. 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. You may exchange your mattress within 90 days from when stores reopen, if 90 days from purchase expired whilst our stores were closed. 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, with thorough safety measures in place. For customers using our click and collect service, 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, with thorough safety measures in place, including 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 to £5. Collection at an external DPD pick up point is £2.
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.
Good news! Our kitchen installation and measuring services remain in operation across the UK. Our number one priority continues to be the safety of all our customers, and our co-workers.
Q: Are in-store kitchen planning services available?
Yes. We have extensive safety measures in place across all of our services. 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, find more information here.
Assembly by TaskRabbit
Q: Can the TaskRabbit platform still be used?
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, Exeter, Gateshead, Greater London, Leeds, Liverpool, Manchester, Milton Keynes, Nottingham, Reading, Sheffield, Southampton and Warrington (currently not in Edinburgh or Glasgow)
Please find more info for the service here.
Our assembly service partners in Norwich and 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.