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IKEA India Customer Privacy Policy

A partnership in trust.

At IKEA, we are committed to protecting your personal information, including when it is shared outside the IKEA Group. We ensure that our trusted service partners also safeguard your data. From browsing our catalogue to assembling your purchases at home, we work together to create a better everyday life at an affordable price. Our partnership with you, our customers, is at the heart of everything we do—including how we handle your personal information.

We collect only the information necessary to enhance your shopping experience. This Privacy Notice explains what information we collect, how we use it, and how you can access, update, or remove your information. 


Help us build a better IKEA.

To improve our services, we may ask you to provide various types of information. Below are some reasons we request your information and how we use it to enhance your IKEA experience:

Purchases:  When you make a purchase, we may require your payment card details and contact information to process your payment. For deliveries, we will ask for your name, address, phone number, and email address to ensure prompt delivery. This information is used solely for internal purposes and to fulfill your order.

Customer Service: To respond to your questions or concerns, we may need your name, address, email, and phone number. This information helps us to address your queries thoroughly.

Special offers, promotions and guarantees: When you register for or redeem special offers, we may request personal information to track the success of our programs. You may also provide information such as product preferences, reasons for purchase, or family and lifestyle details to help us better understand your needs.

CCTV Footage: We use CCTV in our stores for safety, security, and monitoring. CCTV footage is stored only as long as necessary to assist regulatory bodies and law enforcement agencies and is accessible only to authorized security personnel.

Feedback Form: After shopping in our stores, you may be invited to complete a feedback form. Providing personal data in this form is voluntary and helps us improve our services. 

Delivery Services: When you request home delivery, we collect your name, full address (including pin code), email, and phone number. This data is shared with our Transport Service Providers (TSPs) solely for delivery purposes. We have agreements in place to ensure your data remains secure. Neither IKEA nor our TSPs will request additional delivery charges after your purchase. Please be cautious of online fraud and contact our Customer Support Center if in doubt.

Shopping with IKEA: Shop only at IKEA stores or the official IKEA India website (www.ikea.in), or the IKEA App. IKEA India does not sell products on any other websites or platforms. Beware of fraudulent sites or accounts claiming to sell IKEA products. IKEA is not responsible for purchases or data loss on unauthorized platforms. If you are unsure, please contact our Customer Support Center.


What you share with IKEA stays with IKEA.

We take the security of your personal data seriously. We have implemented robust strategies, controls, and policies to keep your data secure and regularly review these measures. Your data is accessible only to Ingka Group employees or subcontractors who require it for their job responsibilities. We are committed to providing appropriate security controls to protect your information.

If you wish to obtain a copy of your personal data, correct or delete it, or exercise other individual rights, please contact IKEA Customer Support. Requests will be processed in accordance with legal and regulatory requirements.

 

IKEA Family Members:

When you interact with us as an IKEA Family member, we collect personal data such as your name, date of birth, email address, home address, purchasing activity, product preferences, family details (e.g., number of children, family type), and other interactions. This data is used for statistical analysis to gain insights into customer purchases, trends, and engagement. Your data will be retained as long as you use our services or as required by law.

Your account will be deleted after three years of complete inactivity on any IKEA platform.If you are logged in to any IKEA channel (such as the website or app) as an IKEA Family member, we collect data to better understand how you use these channels.

IKEA Business Network Members

Joining the Business Network Account is voluntary. If you choose to sign up, we collect your name, company name, email address, phone number, and the number of your IKEA Business Card that we issue to you. We also store information about your purchases and activities on the account. Purchase history and user activity may be used for tailored marketing if you have consented.The account administrator within your company can view purchases made on behalf of the company. The account is managed by IKEA IT AB (part of the Ingka Group) and trusted service providers. Your personal data will be retained as long as you are a registered user. All personal data will be deleted when the account is terminated. 

 

IKEA ChatBot:

Billie is the name of IKEA’s chatbot. When you start a conversation with Billie or interact with our customer support team via chat or call, we collect certain data to provide and improve our services. 

What we collect: 

  • Chat Data: This includes messages you send to and receive from Billie, such as questions, feedback, or requests for assistance.
  • Call Data: We may record and monitor calls for quality assurance and training purposes.
  • Transcript Analysis: Chat and call transcripts are reviewed manually by our team and through automated AI technology.
    How We Use Your Data:
  • We use your personal data to provide customer support and enhance our products and services. This includes:
  • Analyzing chats and calls to gain insights and better understand your needs.•Using manual and automated reviews to identify the reason for your contact and recognize products or service providers.
  • Reviewing transcripts to ensure quality and consistency in our support.

IKEA has a legitimate interest in offering effective customer support, handling product-related queries, and improving customer satisfaction. Billie helps us respond faster, manage more queries, and provide 24/7 support.

We also have a legitimate interest in improving our products and services. Analyzing conversation data helps us understand customer needs, identify trends, and enhance operational efficiency.

 

Data Retention:

•Chat with Billie: Retained for 24 hours.

•Chat with Co-workers (Customer Support): Retained for 24 months to improve service quality and support analysis.

Use of AI:

We may use Artificial Intelligence (AI) in our interactions with you. AI systems help us automatically review and analyze anonymized data from your conversations to identify trends, common issues, and areas for improvement. All data—whetherreviewed by AI or human agents—is handled in strict accordance with our privacy and data protection policies.

Cookies:

The IKEA RecipeThe IKEA website uses cookies to remember your preferences. For example, it may remind you which store page you visited to make your next visit more convenient by displaying relevant information.If you prefer not to use cookies, you can disable them in your web browser’s settings under Internet Options.Out of Sight, But Never Out of ReachIf you are dissatisfied with how we process your personal data, please let us know—we’ll do our best to resolve your concerns.To exercise your rights (delete, correct, restrict, or object to the processing of your personal data), you can Call us at 1800 419 4532 or Submit a request Here. We aim to respond to your requests, questions, or concerns as quickly as possible.By using this site, you consent to the terms outlined in this Privacy Policy.

 

Dated: Sept 2025