Shop online terms and conditions
www.IKEA.ma is a content hosted on the Internet and exploited by the SYH MOROCCO company, SARL with unique partner with a capital of 400.000.000 DH, registered in the Casablanca trade register under the number 259977, registered under the fiscal identifier number 40494207 and registered office located at 124 bd Rahal El Meskini, 5th floor, Casablanca - Morocco.
These are the general terms and conditions which apply to your purchase of goods from “IKEA Shop Online“ through our website at www.IKEA.MA. It is available on the IKEA website “IKEA Shopping Online” page.
If you have any questions concerning these general terms and conditions, return policy, cancellation policy, products, or “IKEA Shop Online”, please contact us on : firstname.lastname@example.org or talk to one of our representatives on this number: 0520100900 ((calls are charged at the price of the telephone call, set by your operator).
The Websites are freely accessible from any location to any user with Internet access. All costs incurred by the user to access the service (hardware, software, Internet connection, etc.) are at the user's expense.
IKEA Shop Online, when we talk about IKEA in these terms and conditions, we refer to it by using (the pronoun “we”, and its derivatives). When we use (the pronoun “you” and its derivatives), we mean a user browsing or purchasing products from IKEA’s website .
To agree on these general terms and conditions means your approval and your commitment to the present general terms and conditions and all IKEA policies in connection with the online shopping, notably the return policy as set forth on “IKEA Shop Online” on www.IKEA.ma, which are all part of a legally binding contract between us and you. You must read these general terms and conditions and return policy carefully before buying anything from IKEA Shop Online.
We reserve the right to change the general terms and conditions and return policy at any time. Any changes in terms and conditions will apply on all new orders after posting the changes on IKEA Shop Online page. You should review the general terms and conditions and return policy posted on IKEA Shop Online page before each request.
Information about “IKEA Shop Online” and our products
Using our website (even without buying any of our products) means your approval and commitment to these terms and conditions.
We strive to insure the accuracy and validity of all information contained on IKEA website, including product descriptions' and prices contained, at all times. However, errors may occur. We shall try to correct all errors and information on IKEA website ASAP, if we find that this error has any impact on your order we shall try to inform you.
You should keep in mind that “IKEA Shop Online” provides a different shopping experience than buying from the physical store. You have to be aware about the following :
We sell IKEA products and services for IKEA products, through our website www.IKEA.ma or through our stores.
Colors of products shown on website depend on many factors - including display settings used on the site; products’ shape and sizes. The products may appear different in reality than the screen. We provide dimensions and measurements with the descriptions of products; it is your responsibility to ensure that the actual size of each product fits your purpose.
Photos on the website are for illustrative purposes only, in order to obtain an accurate description of any product and its details you should read the product description listed.
All products depend on its availability in stock, which means inability to meet your order in case of its unavailability. Products shown for sale are prone to be stopped from sale either online or in stores at any time. It is our responsibility, in such cases, to pay you back any amount you have paid for products you did not receive.
Promotion offers and products
Promotion offers and products on IKEA website may not be all available in stores and vice versa.
Our product prices on our website are the same as those listed in our catalogue and in our stores.
Sometimes, you may notice a difference in price, depending on whether the promotions are offered in stores or on our website.
Validity of information
IKEA assumes that the information provided by the customer is true and correct; the customer in return is held responsible for the accuracy of his personal information and data required to complete the purchase. The customer assumes responsibility in case he provides any incorrect information, in such case, IKEA will not be held liable in any way.
We shall do our best to have our website free from any viruses, you have to make sure to use the appropriate programs and software for detecting viruses and any other malicious content online on your computer or smart phone.
IKEA is not responsible of any loss or damage caused by viruses.
Be cautious!! You may encounter many pseudo IKEA websites, which may seem similar to the official website and claim selling our products. IKEA is not responsible for any fraud or fraudulent attempts by other websites. The official IKEA Morocco website is: www.IKEA.ma
We have the right at any time to modify, stop selling, stop services, sell any of our products, stop online shopping temporarily or permanently, with or without prior notice. In case our service stops after payment, we shall refund you, in accordance with the return policy- refund.
It is your responsibility to ensure confidentiality of your login and password, and all other data related to your account at all time. You agree to notify us as soon as you know about any suspected or presence of any risk to the security to your account.
The eligibility to order and purchase our products
You can only purchase from IKEA Morocco if you are 18 years old or older you may not . The delivery address must be in Morocco. You should provide a valid email and a cell phone number that you can be contacted through easily.
Although we sell children’s products, it must be purchased by adults only; all products sold by “IKEA Shop Online” are for personal use only; none of these products are authorized for commercial or industrial use, unless it is explicitly stated.
Order to purchase products
Please check our “IKEA Shop Online” guide for more information about the steps of purchasing our products. Your order represents an offer to purchase products from IKEA. When you order more than one item your order represents a set of offers for each product separately.
Both your act of assigning the webpage, and your personal email, are considered a confirmation for your final order that you have sent to IKEA Shop Online. Please pay attention when placing your order, since you may not be able to modify or add any more products after we send you your confirmation email.
In case you desire to modify your order after you complete your purchase, you will incur additional costs and the scheduled delivery date will be rescheduled to a new date determined by IKEA
Purchase requisition approval contains the product details that you have ordered i.e. the total cost of comprehensive delivery, assembly and order number. You should print a copy of these general terms and conditions, or any subsequent version of it, along with the return policy, and cancellation policy then keep them in a safe place. You will need to refer to this data when you contact us with your request.
Acceptance of the purchase order:
Although we hope we can provide all products ordered, we reserve the right, in our estimation and with no obligation, whatsoever, of specifying the reasons, not to accept any purchase order at any time (prior to delivery of your order). In case we refuse your order, we shall notify you as soon as possible; with any amount owed, without any compensation.
You may pay for the products that you purchase in any way contained in the manual through “how to pay online?”
All prices listed on “IKEA Shop Online” are IKEA prices, all taxes included, unless otherwise stated. Prices listed do not include delivery, or assembly fees. Delivery and assembly fees will be added to the total price of your order according to the following paragraph.
The price that you paid for your products is the price of “IKEA Shop Online” when you ordered your purchase; unless these terms and conditions stated otherwise.
In most cases delivery fees that you paid are those provided by “IKEA Shop Online” when you place your order. Delivery fees will be calculated according to your location, measurements, weight, size, nature and the value of your product. For more information concerning delivery fees please refer to our delivery information.
Although we constantly check the accuracy of our stock on “IKEA Shop Online” and its compatibility with the physical inventory in our warehouse, error may occur. If we discover any stock error with any product you ordered, we shall inform you as soon as possible. We shall offer you the option of reconfirming your order according to the correct quantity available in stock or to cancel your order if you wish. If you wish to cancel your order due to incorrect stock data or if we fail to provide the product you ordered, we shall return your full amount as soon as possible according to our Refund policy, in refund section. In case we fail to contact you using the contact information you provided when placing your order, we shall deal with the order as cancelled and the whole amount will be refunded according to our Refund policy in the refund section.
Delivery Policy: “IKEA Shop Online”
The Terms and conditions (“Delivery Terms”) will be enforced on delivering our products to you, which you bought through the internet from our website www.IKEA.ma Please visit “How to Shop Online” for more information about our delivery service.
Delivery of purchases made through the "IKEA Online Store" is performed by IKEA (referred here as “IKEA” with the pronoun “we” and its derivatives) When we refer to the pronoun “you” or its derivatives we mean the buyer of the products and the user of delivery service through the internet.
We shall do our best to deliver your products according to delivery date provided in the confirmation email, but please note that all delivery dates provided through “IKEA Shop Online” (either on the website or by phone or email) are estimated dates, delivery timing may differ.
IKEA reserves the right to change the terms of delivery at any time. Any changes in delivery terms become valid on all new deliveries, which are made after posting the new changes on our website. You should check delivery terms posted on IKEA website before each new delivery order.
it should be noted that certain products cannot be delivered by IKEA due to their nature, such as perishable products (see "IKEA Delivery Restrictions").
We shall deliver purchased products to the address specified in the purchase order. Delivery location must be inside the Moroccan territory and within the delivery locations as above-mentioned . The location must be reachable by ground transportation.
You assume the responsibility to be present in the delivery address or location on the date of delivery; we reserve the right to check the recipient data to ensure that the customer had received his order.
We strive to deliver your order on the date as specified in the order’s confirmation email.
You have to check your email to make sure your order has been received and make sure you are present in the address provided on the date of delivery. In case you cannot be present on the specified time, you have to inform us to change the date of delivery in the nearest possible time. At least 48 hours ahead of changing the date of delivery by calling us on this number: 0520100900. Any change of delivery date less than 48 hours' notice would oblige you to pay delivery fees once again.
If you provide us with wrong information or incomplete data, we shall cancel your delivery without any prior notice.
In case you cancel an order completely (total cancellation) 48 hours prior to the date of delivery “the cancellation period” you would have the right to get a refund for the amount you paid (the purchase price, delivery and assemble fees) only, without the picking fees, unless the cancellation took place within the 48 hours then you may not be refunded with the delivery fees.
If your purchase what is not available, we shall contact you to inform you and give you the option of either keep your order or cancel the whole order. If we could not contact you (or if you don’t return our calls, or we could not reach you) your order will be kept waiting for you to follow up for 3 days after the delivery date. After the 3 days your order will be cancelled and the amount you paid will be returned to your account.
You have the right to change the date of delivery, only one time.
Delivery charges are set depending on location, city and the type of order whether it is a small package or a large item.
Is concerned with small parcels, packages whose weight does not exceed 20 Kg. Some of our products cannot be delivered in packages, such as products containing mirrors or glass, and more than 35 x55x100 cm. And it will be automatically converted to be delivered by truck for better handling of items. Packages are delivered throughout the week. Delivery will only be at the address entrance.
Please note that only the item weighing more than 20 kg will be delivered to you by truck.
A team of two/Three of our staff will deliver all your orders that are considered big packages (items that weight more than 20 kg) or any other items we may find unsuitable for delivery as parcels. Delivery fees will be applied when you make your purchase from the website according to your preference. Truck delivery is assigned to certain days according to the location of delivery. We shall send you a written message to inform you about time of delivery
On the day of delivery, the delivery team will contact you ahead of time to confirm your presence in the location to receive your order and to ensure that there are no unexpected restrictions on access.
After we receive your order by mail, we will check the stock availability as well as the requested delivery date and send you an email explaining all the order details (Items and services).
Delivery by post: In case of delivery by parcel post, the products are delivered within 15 days maximum.
Delivery by transport service provider: IKEA will offer you several delivery dates at the time of purchase, depending on the type of product and delivery location. Once you have chosen the date that suits you best, IKEA undertakes to deliver on that date.
If the suggested day of delivery is not suiting you, then our Contact Center will try to arrange the date and time of delivery to the extent where possible, within the time limits specified in the “Order Preparation and Delivery” section of www.IKEA.ma.Delivery will be to the address you specified in your online order or through our Contact Center agent. If you fail to choose delivery date due to technical problems or due to your order delivery date changes, you have to make sure we can reach your address specified, to be present to receive your order and on the date agreed upon. Please notify us as soon as possible if you cannot be present to receive your delivery within minimum 48 hours. We shall not be responsible for any delay in delivery due to your breach of these terms and conditions.
If you are not present in person to receive your order, you may assign someone to do so on your behalf. The person you assign must be an adult capable of receiving and to acknowledge the order; we shall have the right to rely on his instructions as if it were issued by you.
The delivery staff is not allowed to leave any items without having the receipt signed.
On delivery, please check all products delivered, its physical condition and if number of packages are correct. You will be asked to sign the delivery documents, which confirm that the delivery process had been completed, the number of your packages, and that the delivery didn’t cause any damages to your properties, and that the products delivered were “free from any damages” and that you are happy with the service you have received.
If there are any clear damages, missing items, or incorrect items, please specify that on top of the receipt document given to you on time of delivery. Missing, damaged or incorrect items will be exchanged and delivered free of charge.
That will not affect your legal right to notify us on a later date once you find any damage on the product later on. You must notify us of any products that are damaged, missing, or/and incorrect within seven (7) days counting from the day you received your order. If you refuse to sign the delivery receipt, it would be considered as refusal to receive the delivery. And a consent to cancel the order, without compensation.
Once you receive your order personally (or by your representative), you become the owner of those items and you would be from that time responsible for it. That means you will be responsible of any damages or loss that may occur later.
Click and Collect
IKEA Morocco offers you the opportunity to buy online on our website and collect the products from our IKEA store as described below.
Before collecting the goods
IKEA Morocco offers you the possibility to reverse your commitment and cancel all or part of your purchase 48 hours before the agreed date of withdrawal of the goods, either by calling us on 0520100900 or by e-mail at: email@example.com mentioning the assigned Order number.
Products put up for sale and ordered by you may be withdrawn from the online or been out of stock in-store at any time. In this case, it is our responsibility to inform you and reimburse you any amount you have paid for products you have not received, without compensation.
You are allowed to change the pick-up date of the product only once.
In the Store
The Collect of goods takes place in our IKEA Zenata store, once on-site signs will tell you the route and the location dedicated to the collect of your goods.
At the agreed time and date, on the date and at the agreed time window, you must IMPERATIVELY be carrying your receipt or purchase order and your ID. If you do not come to collect the goods yourself, the person authorized by you must present the above-mentioned documents, as well as a written power of attorney signed by you to proceed with the collect of your purchased products.
It is under your responsibility, to check and load your goods in your vehicle. It is therefore up to you to always check that your vehicle is large enough to carry your goods.
Any purchase, which would not have been withdrawn within two working days following the date initially agreed upon for the withdrawal of the goods, Your order might be automatically cancelled by IKEA, and the amount of your purchase will be refunded as soon as possible, according to the original payment method used at the time of purchase within 15 days from the date of cancellation of the order.
IKEA Morocco will make every effort, in view of the attendance, to respond as best as possible to requests for collection that would be made outside the agreed time slot, and in no case shall it be held responsible for the long waiting time that could be generated as a result. However, IKEA will not be required to deliver an item outside the opening hours of the service, before or beyond the time slot originally agreed upon at the time of purchase.
If you find out that packages have any damaged items or have any defects (when received), you must notify our Customer service department in IKEA about all damages and defects using the stated phone number in your email.
You must keep any damaged item for examination when delivered later. If you get rid of any damaged items before we have the chance to examine it, you will affect any claim for replacement.
Once it is proven our responsibility for any damaged item, we shall deliver it to you, or if we fail to do so, we shall refund you with the full amount you paid for it.
In case of any unexpected circumstances (similar not limited to: truck crashes, road accidents, traffic jams, or severe weather conditions etc...), we shall do our best to contact you to reschedule or rearrange a new date and time for delivery. We shall not be responsible for any losses arising from delivery delay that are beyond our control.
We shall repair any damages caused by our staff during their performance. However, we shall not be responsible for the cost of repairing any defects or damages preceded our online delivery.
We shall only provide delivery services for personal or home use. You must agree not to use our online services for any commercial purposes or for resale. We neither assume any liability for any loss of data, or loss of business, or loss of revenue or business interruption, or any effect on your business reputation.
Delivery Restrictions from IKEA
IKEA does not deliver any perishable products (including plants). Some of our furniture pieces are bigger than you expect especially sofas. Please check the products’ measurements when you purchase to make sure there is enough space in the location where you need it for, and that the item, after assembly, will fit the chosen location in your home.
Prior to our delivery, you must make sure there is enough space for us to enter, enough space to complete the delivery process, and to make sure that stairs and elevators leading to your home are all adequate for delivery. You must make sure that your home, your area, and the location of delivery is safe for our delivery staff.
You must also remove all breakable items that may be damaged or broken during delivery such as lamps, vases, or frames etc....
To ensure safe delivery of your items, you must provide us with as much details as possible in advance, about the status of the address, and circumstances related to the area that might affect the delivery process such as: (Would there be enough time to load/unload? Do you live in an area where it is restricted for trucks to park and load/unload? Are there any restrictions in terms of height, width, or weight? Are there any restrictions in terms of car parking? Does the truck need a special permission to park? Would delivery be to a higher level than ground floor? Would it be hard to reach the location due to narrow doors, or narrow staircase? If delivery is for business area, is there any restriction to working hours?)
We shall do our best to deliver all your items to the location you choose, safely and practically. However, if your room is in a higher level and our staff find that it is not safe to reach they will arrange with you to find an alternative room. If the delivery staff feel that the room you chose may cause any damage to the item, or to your home they will notify you and jot down those reasons in the delivery receipt. You may accept delivery despite knowing those reasons, but we shall not accept responsibility for any damage to the product or to your home as a result of the delivery attempt according to your instructions, (caution must be considered during products delivery).
The delivery staff will conduct a risk assessment before moving any products, they will assess any health and safety risks for each individual. Delivery staff will not deliver any products other than those agreed upon and listed in the confirmation receipt, nor will they deliver any products that might represent any safety risks after conducting the risk assessment.
Delivery staff are not allowed and should not do the following: Doors, windows, door frames removal in order to complete the delivery process (in case that procedure is required, it should be performed before delivery; we shall not carry any specialized lifting equipment); delivery staff will not disassemble or assemble any products they deliver, nor would they unpack any; or remove its bases when delivering (if you are worried about any damages that might occur to your wooden floor or to your rugs you must ensure proper covers to protect it).
Assembly Policy: “IKEA Web Order”
These terms and conditions are implemented (“assembly conditions”) only on products shown on our website page “IKEA Shop Online” www.IKEA.ma and do not apply to orders purchased from the store.
Assembly service is provided through IKEA Morocco (referred here as “IKEA Morocco” with the pronoun “we” and its derivatives) When we refer to the pronoun “you” or its derivatives we mean the buyer of the product and the user of assembly service. We shall remain responsible when providing you with the assembly service. You are charged for assembly as a percentage of the product price. You have the right to choose the assembly service of a specific product or ask for a product without assembly.
When you choose the option of delivery and assembly, the system will calculate the assembly fees of each product. The products that do not require assembly will be referred to clearly, and the system will not allow you to have the choice of assembly for it.
IKEA reserves the right to apply minimum assembly fees, which may vary from one region/city to another. If assembly fees for certain products are higher than the minimum assembly fees defined, then the total assembly fees will be taken into consideration. If the minimum assembly fees are higher, then it will be considered as the total assembly fees. If any product is cancelled due to unavailability in stock or due to your request all assembly fees will be refunded; it will be compared with the minimum fees established for your area, and you will be refunded with the higher value.
In some cases, cancelling all products that require assembly will change the order of the delivery truck to parcel delivery truck, as they are two different categories of shipments, which will result in changing the delivery date chosen before.
Cancelling Policy: “IKEA Web Order” Your right to cancel
When placing an order from “IKEA Web order” you may cancel your order any time before products are sent to your address.
That means if you change your mind about your order, or you decide for any reason you don’t want it, you may notify us by calling any of our representatives in Customer Care Center and cancel your order.
You will have the right to cancel your order completely and we shall refund your credit card with the full amount (the card used originally in the purchase order)
In case you cancel an order completely (total cancellation) 48 hours prior to the date of delivery “the cancellation period” you would have the right to get a refund for the amount you paid (the purchase price, delivery and assemble fees) only, without the picking fees, unless the cancellation took place within the 48 hours then you may not be refunded with the delivery fees. In some cases, cancelling products that require assembly service will change the delivery order truck to a parcel delivery truck, as they are two different categories of shipments, which will result in changing the delivery date chosen before. (Please refer to the Assembly Terms section)
Return Policy: “IKEA Web order”
If you wish to return an order, all you have to do is to notify us about your decision. You may notify us through the telephone. Call us on this number: 0520100900.
Please prepare your order number and one of our representatives from Customer Care Center will verify your order details and proceed with your return process.
Returning your purchase
In accordance with the provisions of Law 31-08 on consumer protection measures, the consumer has a period of seven (7) days from the receipt of the relevant order to exercise his right of withdrawal.
If you wish to return your order after receiving it, you have to return the items to us in a period that does not exceed 90 days from the day you received it; IKEA has the full right to disapprove the return of any products does not meet the following conditions: returned products within 90 days must be unassembled and unused, with full original packaging, by one the following means:
To arrange for pick up and return the items you don’t want please call our Customer Care Center on: 05-20100900 and talk to one of our representatives; then request the return. Please prepare your order number and the delivery receipt before placing your call.
- Returning Parcels orders:
Call Customer Service Department on 05-20100900 as required.
- Returning Trucks orders:
Call Customer Service Department on 05-20100900, to arrange for your return. Our agent will arrange the date and time to receive your items from the address stated in your original order.
By derogation to the provisions of articles 573 and 553 of the Dahir of 9 Ramadan 1331 (August, 12, 1913) forming the Code of Obligations and Contracts, any legal action arising from defects under warranties or from the unsuitability of the item with regard to the qualities promised, shall be brought, under foreclosure, within one year from the delivery date.
Status of Returned Items
Products to be returned need to be in a proper condition as received, wrapped in its original wrapping, we shall refund you with the same way your originally paid for it (for example the amount will be refunded to your credit card account you used when you placed you purchase order) within 15 days. The charges for the returned items are borne by you. Charges for the picking and delivery charges should not be refunded.
Purchases that Cannot Be Returned:
- Used bed sheets (such as sheets, duvets, pillows, and pillowcases).
- Opened packages.
- All stuffed, upholstered and padded products without the original card.
- Fabrics sold by meter.
- Products that are manufactured by special measurements (such as work surfaces).
- Any products that have been modified, changed or washed.
- Products bought under “Good Bargain” specifications.
Our Conditions to receive the products
We shall receive the products from you from the address where they were delivered originally, and that is according to the following conditions:
- You agree to give all products you want to return to our representative along with an opened and full package.
- You must sign the return receipt to confirm the return process. The representative will attend to receive products by providing the return document
- If you cannot be present in person to return the products you may assign someone to act on your behalf. Your representative must be an adult, distinctive, able to supervise all products when returned on your behalf, and you agree that we shall have the right to rely on his instructions as if they were yours.
Confidentiality of the data
- IKEA undertakes to comply with all the provisions of Dahir No. 1-09-15 of 22 February 1430 (18 February 2009) promulgating Law No. 09-08 on the protection of individuals with regard to the processing of personal data.
Acceptance of these Terms and Conditions shall be deemed to be your consent and approval to the following operations.
- IKEA undertakes not to use the personal data provided by you for any purpose other than that provided for in these Terms and Conditions, and not to disclose them to third parties.
- Notwithstanding the foregoing, you hereby authorize IKEA to expressly and unequivocally transfer its personal data to other legal entities affiliated to IKEA, as well as to affiliated legal entities of IKEA located in a foreign state, provided that that State ensures an adequate level of protection of the privacy, freedoms and fundamental rights of individuals with regard to the processing of personal data, where IKEA considers it necessary, in particular, for the purposes of good management of the relationship between you and IKEA.
These terms and conditions are governed by Moroccan law. Any disputes between you and IKEA will be subject to the exclusive jurisdiction of the Courts of Casablanca.
Refunding your Money
We shall refund the amount paid to purchase the products and refund the money to your credit card account used in payment. However, please note that products must be returned as specified in the return Policy. Other than, as stated in the return policy, we shall not refund any delivery or assembly fees you paid if you demand to return the products we delivered to the specified address. If we agree to refund your money, we shall not be responsible to refund the money to your bank. The date of refund to your credit card may differ according to your Bank. (It may take from (1) business day to (3) weeks).