Business Customer Service Rules

1.1. IKEA Lithuania – Felit UAB, a company established and operating under the laws of the Republic of Lithuania, legal entity code 302491412, registered office address Vikingų St. 1, 02182 Vilnius, Republic of Lithuania, VAT payer's code LT100005423711, the data about the company shall be collected and stored in the Register of Legal Entities.   

1.2. A Customer is either a legal entity or a natural person (i.e. an entrepreneur) who intends to purchase goods from IKEA Lithuania for business or professional purposes, i.e. not for personal, family or household use.   

1.3. Goods Handover Department – a department at IKEA Lithuania's customer meeting points, located at the following addresses:

1.3.1.    Vikingų St. 1, 02182 Vilnius, Republic of Lithuania.

1.3.2.    Jonavos St. 60, 44192, Kaunas, Republic of Lithuania.

1.3.3.    Šilutės road 29, 91107, Klaipėda, Republic of Lithuania.

1.3.4.    Gegužių g. 30, LT-78346 Šiauliai, Republic of Lithuania.  

1.4. Rules – these Business Customer Service Rules. 

2.1. These terms and conditions are a legally binding document between IKEA Lithuania and its customers. They set out the terms and conditions for purchasing and paying for goods, the delivery procedure, the parties' liability and other provisions relating to the purchase and sale of goods.   

2.2. By placing an order with IKEA Lithuania, the customer confirms that they have read and accepted these terms and conditions.   

3.1. Customers can place orders for goods by filling in an online order form.   

3.2. A contract for the purchase of goods between the customer and IKEA Lithuania is deemed to have been concluded when the customer submits a completed order form to IKEA Lithuania and pays the prepayment invoice provided. The contract of purchase of goods between the customer and IKEA Lithuania will remain in full force and effect until all of the parties' obligations under the contract have been met.  

4.1. Once the order form has been completed, an IKEA Lithuania Business Customer Service co-worker will contact the customer to finalize the order.   

4.2. The IKEA Lithuania Business Customer Service co-worker will issue a pre-paid invoice to the customer no later than two (2) working days after the order has been finalized.   

5.1. IKEA Lithuania will process the order and calculate the delivery date once payment for the ordered goods has been received from the customer. 

6.1. The customer may order a paid delivery service to a location of their choice. Once the customer has ordered this service, the fee will be included in their prepayment invoice.   

6.2. Information about delivery charges is available online at: https://www.ikea.com/lt/en/customer-service/services/delivery/    

6.3. Goods will be delivered to customers at a time agreed with IKEA Lithuania, once the prepayment invoice has been paid.  

6.4. When ordering a delivery, the customer must specify the exact delivery location and ensure that suitable unloading conditions are in place (e.g. unlocking the gate, raising the barrier and opening the door). Goods must only be delivered through the door. They must not be brought in through the balcony or windows.    

6.5. In case of delivery to the customer, the goods must be unloaded at the customer's specified location. If the goods need to be relocated or transported to a location other than the customer's specified unloading point, the customer must arrange this.   

6.6. If the customer fails to meet the IKEA Lithuania representatives at the specified unloading address within the agreed delivery time and ten (10) consecutive minutes, the goods shall be deemed undeliverable due to the customer's fault. In such cases, goods ordered by the customer will be returned to the Goods Handover Department, where they will be stored in accordance with the procedure set out in Section 7 of these rules. The customer may be charged a storage fee for each calendar day that the goods are stored, as specified in Section 7.4. The customer's stored goods will be released to them only after payment of the storage and warehousing fee. If a customer wishes IKEA Lithuania to redeliver ordered goods, they must pay for storage and warehousing before the redelivery (the fee specified in clause 7.4 of the Rules applies). They must also pay for the goods to be redelivered at the newly agreed time, at the same rates applicable to the original delivery.   

6.7. IKEA Lithuania shall not be held liable for failing to meet the delivery deadline if the goods are not delivered to the customer, or are not delivered on time, due to the fault of third parties or circumstances beyond the customer's control.   

6.8. The price includes carrying the goods to the business premises. If the premises are in a multi-storey building owned entirely by the company placing the order, the goods will be delivered to the ground floor. If the premises are in a building that the company does not own, the goods will be taken to the floor on which the customer is located. We do not carry already assembled bulky items from the Showroom or As-Is department. We do not deliver live plants.  

6.9. The maximum order size is 500 kg or 6 cubic metres. The delivery charge increases accordingly if the weight or volume of the goods ordered is higher (e.g. if the weight is 501 kg or more, the charge is the same as for two orders, etc.).   

6.10. Once the goods have been delivered to the customer, it is the customer's responsibility to inspect the condition of the consignment and the goods, and to inform the employee of any defects in the goods delivered. If the customer does not complain about any defects in the goods delivered at the time of delivery, the goods shall be deemed to have been delivered to the customer in good condition, complete and undamaged, and fit for use. If the customer notices any damage to the packaging or the goods themselves upon delivery, or any other defects, they must immediately inform the IKEA Lithuania Business Customer Service Department and complete a free-form damage/non-conformity report. If the customer fails to do so within the specified time, IKEA Lithuania shall be relieved of liability for any damage to the goods, unless such damage or non-conformity is due to manufacturing defects. The customer's obligations set out in this clause also apply if they collect the goods themselves in accordance with the procedure set out in Section 7 of these terms and conditions, rather than ordering a delivery service.  

7.1. If the customer does not order a delivery service, they can collect their order from the Goods Handover Department.   

7.2. When arriving at the Goods Handover Department to collect the goods, the customer's representative must carry and present their order number, a valid identity document (ID card, passport or driving licence) and a power of attorney or other document proving their right to act on behalf of the customer. If the customer fails to provide the order number and/or one of the specified documents, IKEA Lithuania reserves the right to refuse to handover the goods.    

7.3. The customer must collect the ordered goods no later than three working days after IKEA Lithuania informs them electronically that they can collect the goods.   

7.4. If the Customer fails to collect the ordered goods within three (3) working days of being informed of the possibility to come and collect the ordered goods, a storage and warehousing fee of EUR 10 per day may be charged.     

7.5. Before collecting the ordered goods from the Goods Handover Department, the customer must pay the costs of storage and warehousing. The customer's goods will only be handed over once the storage and warehousing costs have been paid.  

8.1. Any assembly and installation services required for the furniture purchased must be ordered separately and paid for in accordance with the prepayment invoice issued to the customer. Information on prices for assembly and installation services is available online at https://www.ikea.com/lt/en/customer-service/services/assembly/ and https://www.ikea.com/lt/en/customer-service/services/installation/.   

8.2. For complex orders involving kitchen furniture and other cabinetry, assembly service prices are calculated separately.     

8.3. The need for additional services is discussed with the customer at the time of the measurement. If any extra work or materials are required to assemble and install the furniture, the cost of these services will be included in the prepayment invoice. 

9.1. IKEA Lithuania reserves the right to amend, modify or supplement these Terms and Conditions as necessary or required by law. Customers will be informed of any amendments to these terms and conditions on the IKEA Lithuania website (www.IKEA.com/lt/en ) or when ordering from IKEA Lithuania for the first time after the new terms and conditions come into force. The new version of the terms and conditions will take effect when it is published on the IKEA Lithuania website www.IKEA.com/lt/en  

9.2. Any contractual legal relations arising from these Terms and Conditions shall be governed by Lithuanian law.    

9.3. Any disagreements that arise from the application of these rules should be resolved through negotiation. If the parties are unable to reach an agreement within twenty (20) days, the dispute shall be settled in the courts of the Republic of Lithuania. The jurisdiction shall be determined by reference to the registered office of IKEA Lithuania.

The rules were last amended on 10.02.2026.