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General Terms and Conditions

Using our website and shopping with us online

These terms and conditions are specific when using our website and shopping with us online.

Information on our website

We try our best to make sure that all information on our website, including descriptions of our products and listed prices are accurate at all times. However, if we do make a mistake we’ll try to resolve it as soon as possible, and if we spot that an error has affected your order we’ll do our best to let you know.

When browsing our website the colours of products may vary depending on a few factors your display settings.

Pictures and images on our website are for illustration purposes only. For an accurate description of any product and details of what is included with the product, please read the product description.

We will do our best to check our website for viruses but we do not warrant that the website is free of viruses or other malicious content.

Product availability

All products are subject to availability and so we may not be able to supply your order. In unforeseen circumstances and with or without notice we may have to stop selling products through IKEA Shop Online either temporarily or permanently.

We will not be liable for any losses you sustain as a result of updating or modifying our website.

Security

Please make sure that your login details, password and all your other account details remain confidential at all times. If you know or suspect that the security of your account is at risk, you should contact us.

Eligibility to order products
You can only purchase from IKEA Shop Online if you are aged 18 or over and a resident of the United Kingdom. You will need an active email address and a telephone number so that we can easily contact you.

All products sold through IKEA Shop Online are intended for domestic use only: products are not suitable for commercial or industrial use unless expressly stated.

Eligibility to order products

You can only purchase from IKEA Shop Online if you are aged 18 or over and a resident of the United Kingdom. You will need an active email address and a telephone number so that we can easily contact you.

All products sold through IKEA Shop Online are intended for domestic use only: products are not suitable for commercial or industrial use unless expressly stated.

Placing your order

Your order counts as an offer to purchase goods from us.

After placing your order, you will receive an Order Acknowledgement email. This contains details of the products you have ordered, the total cost of the order (including delivery) and an order number. It also constitutes the VAT receipt for your product(s).

Order acceptance

Acceptance of your order will take place when we despatch the product(s) to you. Until we despatch the product(s), no contract will have been formed between us.

Although we hope to be able to supply all products ordered, we reserve the right, at our discretion and without the need to give reasons, not to accept any offer at any time. If we refuse your order we will let you know as soon as reasonably possible.

Payment

We accept all major credit and debit cards that you may have, including VISA, VISA Electron, Mastercard, Maestro and American Express. We also accept IKEA Gift Cards, Apple Pay and PayPal payments.

We will take payment from your card at the time you place your order. Taking payment does not mean we have accepted your order and if for any reason we are unable to accept your order we will provide you with a full refund within 14 days.

Pricing

Unless otherwise stated all prices shown at IKEA Shop Online are inclusive of VAT and other applicable taxes. The product prices shown do not include the delivery fee, which will be added to your total order price.

Online

Not all promotions that are offered by IKEA Shop Online will be available in-store, and vice versa. We reserve the right to adjust prices, products and special offers at our discretion.

Pricing errors

If we discover an error in our pricing we will inform you as soon as possible and you will then be given the option of cancelling or re-confirming your order at the correct price.

If for any reason we are unable to contact you using the contact details you have provided we will treat the order as cancelled and notify you by email.

Any cancelled orders will be refunded within 14 days of notice of the cancellation.


Delivery general terms

About these terms

If you have any further questions please visit our delivery pages for more information.

We sub-contract our Delivery Service to trusted transport service providers, however, we’ll always remain responsible for the performance of the Delivery Service.

Delivery charges

For more details of our delivery fees, please see our delivery information here.

Please note the Picking with Delivery and Delivery prices detailed in any IKEA printed material are subject to change in accordance with the prices on ikea.co.uk

Online delivery dates

For all deliveries you will be given the option to select a delivery date when placing your order. If you have selected Express Delivery or Parcel Delivery at checkout then your goods will be delivered to you in 1 – 3 days or your selected day. If you have opted for Selected Day Delivery then your goods will be delivered to you in 3 – 30 days depending on the delivery slot you have chosen at checkout. We will deliver your order within 30 days of the order date unless otherwise agreed between us.

We will try our best to meet the delivery date, however there may be times where we are unable to do this and your confirmed delivery date will be different. We would advise you not to make any plans to accept your delivery, for example booking time off from work, until we have confirmed the date with you. If you will not be available, please request a different delivery date as soon as possible and no later than 48 hours before the planned delivery date by speaking to the IKEA Customer Support Centre: contact us.

Changing the date of delivery

If you would like to change your delivery time or date, please contact the IKEA Customer Support Centre and they will advise if this is possible: contact us.

Our liability

In the event of any unforeseen circumstances (such as lorry breakdown, traffic accident, major traffic delays or severe weather) we will do our best to contact you to rearrange an alternative delivery timeslot or date. We will not be responsible for any losses (including loss of revenue, profits, anticipated savings, goodwill or business opportunity, for any injury to your reputation) incurred due to a delay in delivery arising out of any cause beyond our control.

Delivery restrictions

Before the delivery, please ensure that there is sufficient access and space and that any staircases and lifts providing access are suitable for the delivery. Please move fragile objects which could be damaged during the delivery, such as lights, vases, and pictures. Every effort will be made to deliver the products to your room of choice, provided it is safe and practical to do so. However, if our delivery team believe it is unsafe to deliver the products to this room, then an alternative room will be agreed with you where possible.

If our delivery team consider that delivery to the room of your choice is likely to cause damage to the products or to the property, they will let you know and record the concern on a delivery document. You can still accept the delivery but we will not be liable for any damage caused to the products or the property. However, our delivery team will take reasonable care when delivering the products.

Our delivery team are not permitted to and will not: remove doors, windows, doorframes etc. in order to complete the delivery. You must arrange this before the delivery takes place. Our delivery team do not carry any specialised lifting equipment and will not unpack or assemble delivered products or remove any packaging. Our delivery team will not remove their footwear whilst making deliveries. If you are concerned about possible damage to flooring, please make sure you cover the flooring with protective sheets.

Please note that any changes you make to your order after your order has been placed might have an impact on the delivery service we can offer and the price of the delivery.

Important information

When you arrange your delivery, we will ask you to provide certain information. This information will be recorded on the delivery document and the delivery will take place at the delivery address you specify. If you provide us with incomplete, incorrect or inaccurate information or instructions, we may cancel the delivery by giving you written notice.

You are responsible for ensuring that you are available to accept delivery. If you are not, there must be an adult available who is capable of receiving delivery on your behalf, and you agree that we can rely on their instructions as if they were your own.

Our delivery staff are not permitted to leave the order unless you or someone on your behalf is present at the time of the delivery. If you are not at home at the agreed time for delivery and collection our service partner will try to contact you to make another appointment. Please note that this will result in a new service order and is therefore chargeable. When delivery is made, we will not require the exchange of the hand held devices. Deliveries will be signed for digitally by our delivery staff on your behalf in your presence. Upon delivery, our delivery staff will ask permission to take pictures of the goods delivered. Accepting or refusing such request will not impact your delivery. All pictures will be stored in accordance with Data protection legislation.

On delivery, you will be asked to examine the products, check the condition of the packaging and whether the correct number of packages have been delivered and be asked to sign the delivery document confirming this. If there are any issues, you should record this on the delivery document. Missing products will be re-ordered and damaged/incorrect products will be returned and replaced and delivered free of charge. This will not affect your legal right to notify us within a reasonable time at a later date if you find a defect in your products. If you wish to refuse the delivery, please inform our delivery staff verbally.

Authority to Leave*

If you have selected the authority to leave option at checkout, you will be providing our drivers permission to leave your order at the delivery address without a signature and you agree that the order is deemed ‘delivered’ when left at the delivery address. When you choose authority to leave at the checkout, you are accepting full responsibility of the safe delivery of the order. You will receive a call from the driver 1 hour before the delivery to let you know the driver is on the way. The driver will leave your order in a secure and sheltered place if safe to do so. If the driver at his own discretion decides that it is not safe to do so, the driver may decide not to leave the order. In this event, our customer services team will contact you to arrange a new delivery date. If you have chosen authority to leave at the checkout for your room of choice delivery but you are not going to be home, your order will be left at your front door. For flats or buildings with multiple dwellings, this is your flat front door, given the driver is able to enter the building. Pictures will be taken to confirm delivery was made. We will not be responsible for any damaged or stolen goods after the delivery with authority to leave has taken place. If you have not selected the authority to leave option at checkout and you are not in to accept your delivery, unfortunately we will not be able to deliver your order.
*Only available at participating stores: Edinburgh

Damaged items

If items within packaging are faulty or damaged, please notify the delivery driver who will seek to resolve this. If you notice any damage to items following delivery, please notify IKEA Customer Service Contact Centre as soon as possible after delivery. Please keep any damaged products so that we can inspect at a later date. If you dispose of any damaged product before we have had the opportunity to inspect it, then this could affect any claim. We will always attempt to replace any damaged product. However, if we are unable to do so we will refund you with the full amount you have paid for the product(s) together with any relevant delivery charges. Nothing in these terms affect your statutory rights.


Returns and Cancellation

You can return new and unused product(s) within 365 days of making your purchase, subject to the limitations set out in these Terms and Conditions. IKEA will provide a refund for product(s) returned with the original proof of purchase, in new and unused condition and with the original packaging. You are responsible for any costs incurred in the returning of the product(s) unless the product is faulty or not as described. IKEA will refund the price paid for the goods via the original payment method.

A refund may be refused, or the value of the refund reduced if the product(s) are not able to be sold at full retail value as a result of you handling the product(s) in such a way that the product(s) are no longer saleable at full retail value. IKEA at its sole discretion, may reduce your refund to reflect any reduction in the retail value of the goods. Any refund and reduction will be proportionate to the retail value of the product(s) in the condition returned.

Exclusions

There are certain circumstances, where at our sole discretion we are not able to accept returns, cancel orders or offer a refund unless the product(s) is faulty (or unless there is any other breach of your statutory rights). These exclusions are as follows:

  • where you do not have proof of purchase;
  • where the product(s) are returned without full packaging;
  • where the product(s) are not returned in a saleable condition; and
  • where the product is a food or drink, perishable product (cut flowers or plants), or custom-made product(s) (including worktops) or any other product(s) to which the exclusions in regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, apply.
  • Cancellation or return of orders made online

    You can cancel your whole order up until 14 days after the delivery date and we will provide you with a full refund (including the basic delivery charge).

    If you decide to cancel an order that has been delivered and would like us to collect part of, or the whole order, you may be eligible for a collection charge of £25. Where possible, this will be deducted from the refund due to you.

    How to cancel

    Orders that have not yet been dispatched can be cancelled from our Manage & track my order page. If your order has been dispatched you can let us know you want to cancel using our Contact Us page to call or write to us. Letting us know as soon as you can will help us process your request quickly and easily, but don’t worry, we can still cancel your order up to 14 days after it has been delivered.

    When contacting us please have your order number ready so we can help you quickly and remember to clearly state which product(s) you would like to cancel or return if you choose to write or email.

    Returning your delivered items

    If you have already received your order, it needs to be returned to IKEA in full and in resalable condition before the refund is made. We also ask that you return the original packaging

    You can return the whole or part of your order to any IKEA Store or Order and Collection Point. Please take your Order Confirmation email, delivery receipt and the payment card with which you paid for the product(s).

    You agree to take reasonable care of the product(s) from the time that they are delivered to you until the time that they are returned. If you decide to return the product(s) to us after you have started to assemble them then you should disassemble them to the extent necessary to allow them to be properly returned. However, if disassembly is reasonably likely to cause damage to an item please leave it assembled and Contact Us to let us know.

    Collection of items

    If the article(s) you are returning 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. For more information and to initiate your return please click here.

    If you need IKEA to collect your order, you can arrange this from our Contact Us page. Please have your order number available. You will be eligible for a collection charge of £25 unless the product is faulty or not as described, in which case IKEA will cover the cost of return. Where a collection charge is applied, this will be deducted from the refund due to you.

    Collection of the product(s) will only take place from the delivery address to which they were delivered and will be subject to the following:

    You agree to provide IKEA Shop Online with as much detail as possible of relevant features of the delivery address (for example, which floor the items are to be collected from, whether there are any narrow doors etc) in order to help our representative prepare for the collection;

    • You agree to ensure that there is suitable access to the chosen collection location;
    • If our representative reasonably considers that collection from the room of your choice is likely to cause damage to the product(s) or to your property, they will inform you and record this concern on the collection document. You may instruct our representative to collect the product(s) in spite of such concern but we will not be liable for any damage caused to your property or to the product(s) as a consequence of us attempting collection on your instructions (provided that reasonable care is taken in collecting the product(s));
    • You agree to give our representative all product(s) which are being returned, including all component parts of such product(s) and all related items or accessories (and if possible the original packaging) which are included in the price of the product(s) being returned;
    • A collection document must be signed by you to confirm that the collection has taken place. The collection document will be provided by the representative who comes to collect your product(s); and
    • If you are not personally available to accept collection of the product(s) you may appoint someone else to do so on your behalf as long as there is an adult capable of supervising collection on your behalf, and you agree that we will be entitled to rely on their instructions as if they were your own.

    Refund

    We will make any refund due to you as soon as possible and within the following timelines:

    • If you cancel before you have received the product(s), 14 days after you inform us of your decision to cancel the contract; or
    • If you have returned product(s) back to us, 14 days after the day on which we receive the product(s) back from you or if earlier, the day on which you provide us with evidence that you have sent the product(s) back to us.

    You will be refunded to the original method of payment used at the time of purchase.


Product review

Thanks for your feedback!

Please note that by submitting a review to our website you will be deemed to have accepted these terms and conditions.

General

We display both positive and negative reviews but all content is moderated to ensure it is appropriate for publication on our website. This means that after you submit your review it will not immediately appear on our website. We reserve the right to accept or reject any product review submitted to us and we may edit the length and/or content of any review as we see fit.

You agree that you will not submit any content:

  • That is false, inaccurate, misleading, defamatory, libellous, obscene, pornographic, indecent, lewd, suggestive, harassing, threatening, abusive, fraudulent or otherwise objectionable;
  • That infringes any third party’s copyright, patent, trademark, trade secret or other proprietary rights or rights of publicity or privacy;
  • For which you were compensated or granted any consideration by any third party;
  • That violates any local, national or international law;
  • That references other companies or websites;
  • That contains any computer viruses, worms or other potentially damaging computer programmes or files;
  • That includes unsolicited promotions, mass mailings or spamming, political campaigning, advertising or solicitations;
  • That includes the personal information of any third party.

Once your review has been submitted you will not be able to edit it. If you would like to have your review removed from our website, please contact us.

We are currently unable to publish reviews that are not written in English.

Personal information

To make sure your review can be published, please do not include any personal information including your full name, contact details or email address.

In order to comply with the law, to protect our systems and customers, or to ensure the integrity and operation of our business and systems, we may access and disclose any information we consider to be necessary or appropriate, including, without limitation, user profile information, IP address and posted reviews. Please refer to our Privacy policy for further information.

Customer service issues and safety concerns

Please do not use your review to report customer service issues or safety concerns. You can contact us directly here.

Ownership of content

By submitting a review you grant IKEA and its affiliates a non-exclusive, royalty-free, perpetual, irrevocable, transferable and fully sub-licensable right to use, reproduce, modify, adapt, translate, distribute, publish, create derivative works from and publicly display such review throughout the world in any media without compensation to you. You acknowledge that we may choose to provide attribution of your comment or review at our discretion.

Our liability to you

Although we will do our best to moderate all reviews posted, we assume no liability for any reviews posted, stored or uploaded by you or any third party. We will not be held liable for any loss incurred by you as a result of a review published on our website.


Our liability

Our entire liability to you under these general terms and conditions and returns policy shall not exceed the price paid for the goods you have purchased through IKEA, provided that we take reasonable care when we deliver the goods to you.

We will not be liable to you for any loss of revenue, profits, anticipated savings, goodwill or business opportunity, for any injury to your reputation or for any losses that are not reasonably foreseeable by both of us at the time your purchase is made or your order is accepted.

Despite the limitations in paragraphs above, we do not in any way limit our liability to you for death, personal injury or fraud.

Where you buy as a consumer, these general terms and conditions and the returns policy will not affect your rights under law which cannot be otherwise excluded. For more information contact your local Citizens Advice Bureau.

General terms relating to our relationship with you

If you would like more information about IKEA, or want to get in touch with us, please contact us or call our Customer Support Centre on 0203 645 0000.

Waiver

If you breach these terms and conditions or the returns policy and we take no action, we will still be entitled to use our rights and remedies in any other situation where you breach these terms and conditions or Returns policy.

Privacy

Our privacy policy (together with our website’s terms of use) sets out why we collect data from you and how it will be processed by IKEA. Please read the Privacy policy available on our website, carefully so that you understand our views and practices and how we will treat your data.

For the purposes of the Data Protection Act 2018 and any future amendments or subsequent legislation, IKEA Limited is the “Data Controller”.

Disputes

In the event you have a complaint regarding a product or service purchased from IKEA, please contact us at ikea.complaints.gb@ikea.com.

In the unlikely event that our Customer Relations team are unable to resolve your complaint, and you are still not satisfied following the conclusion of our complaints handling procedure, you may refer your complaint to RetailADR (previously 'The Retail Ombudsman'), which is a certified Alternative Dispute Resolution provider. IKEA is a member of RetailADR and follow their Scheme Rules, which means that we will be bound by their decision.

Address: RetailADR, 33 floor Euston Towers, 286 Euston Road, London, NW1 3DP

Phone: 0203 540 8063

E-mail: enquiries@cdrl.org.uk

Web: www.retailadr.org.uk

Alternatively, if your complaint is regarding products or services purchased from IKEA.com and you are not satisfied with the resolution we have provided, the EU Online Dispute Resolution platform is available at https://ec.europa.eu/consumers/odr/.

Please note that following submission of your complaint on the EU platform, you will be directed to RetailADR. You may therefore refer your complaint directly to them.

Governing Law

If you are a consumer, please note that these general terms and conditions, their subject matter and formation, are governed by English law. You and we both agree to that the courts of England and Wales will have non-exclusive jurisdiction. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are resident of Scotland, you may also bring proceedings in Scotland.

If you are a business, these general terms and conditions, their subject matter and their formation (and any non-contractual disputes or claims) are governed by English law. We both agree to the exclusive jurisdiction of the courts of England and Wales.

Date updated: 20/03/2019