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FAQ

The fastest way for you to get answers


How do I buy online?

1. How do I place an order?
These are general steps of your shopping journey with us:
1) Choose your product, add to cart & amend quantity
2) Check order details
3) Confirm your shopping cart
4) Provide shipping & billing information
5) Choose payment options and finalize payment
6) You will see the payment transaction status on your screen
7) For successful transaction, we will email you the order confirmation shortly

2. Why are there products on the website that I cannot buy online?
The majority of our IKEA product range is available at our online shop. However, only products with available stock will appear with the "BUY" button.

3. Are your prices online the same as in store?
The price of our products on line will normally be the same as in store prices. However, occasionally, some price differences might occur in the event of in store only or online only promotion.

4. Can I place a corporate or bulk order?
For corporate purchase and home/office planning service, please email

IKEA Damansara: homefurnishingconsultancy@ikano.asia,
IKEA Cheras: IKEAbusiness.cheras@ikano.asia
IKEA Tebrau: IKEAbusiness.tebrau@ikano.asia
IKEA Batu Kawan: ikeabusinessBatuKawan@ikano.asia

5.What can I do if I need to have the Tax Invoice billed under our company name?
You may fill up Company Name field in the Billing Address Page during checkout. GST Registration Number is optional.


Online payment

1. What payment methods do you accept?
You can pay with Visa and Mastercard credit and debit cards, and FPX.

2. Is there an Instalment Payment Plan (IPP) option if I shop online?
We currently offer IPP installment plan for 6, 12, 24 months for Maybank.


Online delivery

1. How much would delivery service cost?

Delivery in WEST MY
Parcel delivery* RM25
Truck delivery* RM98
Zone A RM98
Zone B RM163
Zone C RM258

*Order less than 24kg with maximum length per item less than 1.6 meter. Maximum length less than 1.6 meter.

Delivery in EAST MY
Parcel delivery (incl. shipment) RM100
Truck delivery (incl. shipment) RM675 Only available in Kuching, Miri & Kota Kinabalu.
Click & Collect* RM575

*Click & Collect includes shipment to East Malaysia, you can pick up your purchase from the nearest Click & Collect hubs:

1) Kuching Click & Collection - Hexagon High Transport, 922, Jalan Demak Laut 3, Kuching, Sarawak
2) Miri Click & Collection - Sino Eastern, Lot 1754, Jalan Bypass Eastwood Valley, East Wood Industrial Estate, Miri, Sarawak
3) Kota Kinabalu Click & Collection - Fei Yang Logistics, Lot 71, 51/2 miles, Jalan Kilang, Sedoc Industrial Estate, Kollombong, Inanam, 88450, Sabah

The operating hours of Click and Collect point is as follows:
Monday-Friday (9-6pm)
Saturday (9-1pm)
Sun and public holiday is closed.

Click here to see details of the services.

2. What other charges do I have to take note of?

For Truck Delivery, an additional flat rate of 98 RM will apply if there is no lift access/items can’t fit in the lift at the delivery address. This service is applicable up to the 5th floor only. Please pay the fee directly to the service provider.

3. When will I receive my order?*

Please note that during major holiday seasons*, please allow an extra 1-3 business days for processing time due to high peak of orders.

*Chinese New Year, Hari Raya Puasa, Deepavali, Christmas, etc.

Parcel Delivery
Delivery to metropolitan areas will take place within 3 working days and for non-metropolitan areas, delivery is within 6 working days.

For a detailed list of the POS Laju coverage area and service standard, please refer to this link.

Please note that there will be no deliveries on these days:
•Kelantan, Kedah and Terengganu – Fridays, Saturdays and Public Holidays
•All other states – Sundays, Public Holidays and every first Saturday of the month

Truck Delivery
For Peninsular Malaysia, delivery typically takes place within 2-5 days from the date of order. During peak season, we seek your kind understanding as delivery lead time may be longer due to surge in order volume.

For East Malaysia, there is a lead time of approximately 3-4 weeks before order is delivered. Transport service provider will contact the customer to schedule the preferred delivery time once the order is ready for delivery. The customer is highly advised to schedule the delivery within 5 days, after which a storage fee of RM23 per day will be charged by the transport service provider.

Click and Collect (For East Malaysia only)
There is a lead time of approximately 3-4 weeks before order arrives at the transport provider hub. Transport service provider will contact the customer once the order is ready for pickup. The customer is highly advised to pick up the order within 5 days, after which a storage fee of RM23 per day will be charged by the transport service provider.

4. Where does IKEA deliver to?

Parcel Delivery
We deliver nationwide via PosLaju. All other islands and PO Box addresses we are unable to provide Truck & Parcel delivery.

Truck Delivery
Our Delivery services are available for West Malaysia, Penang and main island Langkawi. The smaller islands neighboring Langkawi are excluded for truck delivery.

Non-delivery areas:

  • PO Box addresses
  • All islands in West Malaysia (except main island Langkawi)
  • Outside Kuching, KK, and Miri
  • Within Miri - there are 2 towns that cannot deliver; Niah and Berkenu, a fishing town which is > 100km distance from Collection Point. Population is < 60000

5. What are the delivery restrictions I should be aware of?

Kindly note that in general, the delivery to condos or gated residences is not available after 5PM on weekdays, and whole day on weekends and public holidays. Please ensure that the relevant permissions are obtained from the building/residential management for the chosen delivery date. You will be charged for second delivery for fail delivery due to lack of relevant permission.

6. How do I tell you about delivery restrictions?
Delivery restrictions can be communicated via dedicated comment box on the shipping address page.

7. How do I tell you that I require drilling service for my purchase?
Drilling service request can be selected once you select assembly service in the shipping page. Please note that drilling charge of RM4.70/hole applies.

8. Can I order online and pick up from a store?
This option is currently not available.

9. What happens if I am not at home to receive my order?
Parcel Delivery
If you are unable to take delivery of any Parcel Delivery orders, PosLaju will leave a Sorry Note in your mailbox. You have the choice of second delivery or personally pick up the order at the PosLaju branch indicated in the Sorry Note. To arrange second delivery or collection at Poslaju branch, please call Poslaju. After 7 business days, the order will be returned to store.

Truck Delivery
Please call us at 03 7952 7575 to reschedule a new delivery date. A Re-Attendance fee shall apply for the next delivery attempt.

10. Will I be notified prior to delivery?
For Truck, you will receive SMS notification and call prior to your scheduled appointment on the day of delivery. For parcel delivery, a Poslaju tracking number will be sent for parcel deliveries and driver will call upon arrival.

11. What happens if I do not collect my order from the East Malaysia Collection Point?
Storage fee of RM23 per day will apply if you do not collect your order within 5 working days. You will need to pay the storage charges before we can handover your order to you.

12. How can I track my order?
Parcel Delivery
Click here to track your order status.
Truck Delivery
Click here to track your order status.

13. Callout fee
Should you wish to organize a separate assembly trip after delivery, the call out fee will apply, please call us at 03 7952 7575 for rates.


Assembly

1. How much would assembly service cost?
Assembly fee is 10% of the original product retail price. This service is only available for truck delivery option and is also inclusive of installation of tip-over restraint for safety purpose (click here to find out more).

However, the service does not include electrical, plumbing and all other drilling works.

Click here to see details of the service.


Online Order Amendment

1. How do I amend my order?
No amendment can be done once the order and services are paid and confirmed. Please call us at 03 7952 7575 for any further assistance.

2. How do I cancel my order?
No cancellation can be done once the order and services are paid and confirmed. Please call us at 03 7952 7575 for any further assistance.


Returns and refund online order

1. What do I do if an item from my delivery is missing or defective?
Please call us at 03 7952 7575 for assistance. For parcel orders, any damage or discrepancy must be reported to IKEA within 24 hours after receiving the order.
You will be required to return the damaged or defective items to the nearest PosLaju branch using the Return Shipping Form provided.

2. How do I return or exchange an item?
Please call us at 03 7952 7575 for assistance. Click here for our Return Policy.

If you would like to return your products in one of our IKEA stores, please bring along a printed copy of the tax invoice you received per e-mail after your purchase. Otherwise, we will not be able to process your requests.

For returns at our Collection Points in East Malaysia, please call us at 03 7952 7575 so we can provide you with the Return Order (web return) Number. You will need to provide this reference number along with the printed copy of the tax invoice when you drop by the Collection Point.

For East Malaysia parcel orders, you will be asked to use Return Shipping form provided in the parcel when returning products to us. If you misplace the form, you will need to purchase one at your own expense from the PosLaju branch.

For returns of any parcel orders, please call us at 03 7952 7575 to obtain a Return Shipping label which has to be applied to the return parcel before dropping off at the nearest Poslaju branch.

3. How soon will I receive my refund?
Refunds will be done via the initial payment mode and may take up to 15 working days. Please note that refund amount is subjected to conditions of the products.

Due to the current situation evolving around Covid-19, please allow up to 7 days in addition to normal lead time for IPP refunds.


IKEA FAMILY offers & loyalty points

1. Will I earn IKEA FAMILY loyalty points from my purchases online?
Yes, earn 1 point for every RM1 spent. Please indicate your IKEA FAMILY membership number (16 digits) in the Address page as you are checking out. Your account will be credited with the loyalty points 7 business days after delivery. For questions about the IKEA FAMILY program, you may refer to our list of Frequently Asked Questions here.

*Please note that only IKEA FAMILY card issued in the same country of delivery will be qualified for loyalty points.

2. Can I redeem IKEA FAMILY voucher online?
IKEA FAMILY vouchers are only redeemable in the stores.

3. Can I purchase IKEA FAMILY product offers online?
IKEA FAMILY product offers are available at the IKEA store. To enjoy the product at the FAMILY prices, do visit your nearest IKEA store!

4. What should I do if I key in the wrong IKEA Family card number or forgot to input during checkout??
Please call us at 03 7952 7575 for assistance.


IKEA store

1. Can someone help me plan and design rooms?

Home planning – by appointment basis only. Minimum three (3) areas of the home (includes at least one core area of the home i.e Kitchen, Living). Minimum budget of RM25,000. Requirement for this service is a space planning design fee of RM1,000 per planning. Please approach IKEA Business co-worker for the invoice. Payment for this service can be done via Online Transfer/Cheque or Credit Card.

2. What methods of payment can I use?

Our cashiers accept cash, credit cards, debit cards and IKEA gift cards.

3. How can I get large items home?

Most IKEA products are flat-packed, making them easy to transport. The IKEA store offers (or will refer you to) a home delivery service if you prefer. Home delivery is not included in the product price.
Click for the delivery rate.

4. What if I want to have the products assembled?

IKEA products are generally easy to assemble and require no special tools. If you prefer, we can refer you to a reputable, reasonably priced assembly company that can come to your home to assemble and install our products.
Click for assembly rate.

5. Why are items sometimes out of stock?

Every effort is made to maintain the availability of items shown in the catalogue, but due to popularity and supply issues, some products may not always be available. Generally, IKEA can estimate when a product should be back in stock. Because IKEA products are manufactured throughout the world, there are sometimes circumstances which can cause delivery delays.

6. My furniture is missing a piece/hardware, how can I get it?

If you purchased your product from the IKEA store, bring your original receipt and assembly instructions to the Exchange and Return counter and talk to them about what you need. We will give you the missing parts.

7. Can I buy spare parts or hardware?

If the pieces are not originally sold separately from the product, the pieces cannot be purchased separately in the future. The entire product would need to be purchased again.

8. Can I return items?

IKEA offers a generous 365-day no nonsense return policy.
Click to see the full details of our return policies.

9. Where are IKEA products purchased?

More than 2,000 suppliers in over 50 countries manufacture our products. The profile of our well-designed and high-quality range is distinctively Swedish/Scandinavian. The low price is literally built into the production and the flat packs facilitate a rational distribution, self-service and immediate takeaway. All of our products are labelled "Design and Quality, IKEA of Sweden."

10. How can I purchase IKEA Gift Cards?

If you can't decide what to buy friends or family, let them decide with the IKEA Gift Cards. It is especially handy for holiday gift-giving, wedding and housewarming gifts.
Read more about Gift Cards here

11. Does IKEA have support for disabled shoppers?

The IKEA store has parking for disabled visitors as well as entrance doors that automatically open. Inside the store, we offer wheelchairs to borrow, elevators and wheelchair accessible restrooms. To make shopping more convenient and comfortable for the disabled, we have:

Privilege parking spots near the entrance
Toilets for the disabled
Wide pathways in the store for easy manoeuvre for those in wheelchairs
Tables at the restaurant are at a height which is also comfortable for the disabled.

12. Does IKEA have Prayer Rooms?

Prayer rooms are available near the IKEA Restaurant and is segregated to male and female rooms.


IKEA catalogue

1. What is the IKEA catalogue?

This year's IKEA catalogue was produced in 38 editions, in 17 languages for 28 countries. The catalogue offers more than just a glimpse at the diverse IKEA product range. You'll discover new affordable solutions and creative approaches to help inspire home furnishing ideas for better living.

2. How can I get a copy of the IKEA catalogue?

The IKEA catalogue is distributed islandwide annually. If you did not receive this year's catalogue, stop by the IKEA store for a free copy.

3. When does the new catalogue come out?

The IKEA catalogue is distributed in August of each year and is valid for a full year. Prices are guaranteed not to increase while the catalogue is valid.

4. How environmentally friendly is the IKEA catalogue?

Our catalogues are printed on totally chlorine-free paper and contain at least 10-15% post-consumer waste. No rainforest or old-growth fibres are used. The pre-press process is 100% digital, which means no film is used and none of the associated chemicals. No optical brighteners are used on the paper.


Corporate IKEA

1. Who owns the IKEA concept?

IKEA retailing, with its Swedish roots, is based on a franchise system. Inter IKEA Systems B.V., located in Delft, The Netherlands, is the owner and franchisor of the IKEA Concept. IKEA stores are operated by a number of different franchisees in 29 countries.

2. Can I distribute IKEA products?

The IKEA experience is more than just products, it is a retail concept. For the concept to work, it is necessary to have all aspects in place. Therefore, IKEA products are sold only in IKEA stores franchised by Inter IKEA Systems B.V.

3. How can I become a franchisee?

IKEA products are sold solely in stores operating the IKEA Retail System - franchised by Inter IKEA Systems B.V. of The Netherlands.

Franchises are granted by Inter IKEA Systems B.V. as part of a detailed expansion plan. Serious applicants are carefully researched and evaluated and franchises are granted only to companies and/or individuals with strong financial backing and a proven record in retail.

Serious inquiries (please include all relevant information) may be sent or faxed to:

Inter IKEA Systems B.V. Olof Palmestraat 1NL-2616 LN Delft, The Netherlands

Attn: Franchising

Fax: +31 15 215 38 38

4. What is the IKEA Group?

The IKEA Group is a private group of companies owned by a charitable foundation in The Netherlands. The IKEA Group is active in developing, purchasing, distributing and selling IKEA products. The IKEA group is the biggest group of franchisees operating over 100 IKEA stores. The Management Services to the IKEA Group are provided by IKEA International A/S in Humlebaek, Denmark.

5. What is the IKEA business idea?

The IKEA business idea is: "We shall offer a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible will be able to afford them."

6. How can I find out about job opportunities within IKEA?

If you are out-going, dedicated, customer-service orientated and interested in working as part of a team, contact the IKEA store near you for possible openings.

7. How does IKEA approach environmental issues?

We're working to create a better environment outdoors as well as indoors.


Website-related questions

1. What settings or software do I need on my computer to view the IKEA site?

The IKEA site works with all commonly used browsers, on both PC and MAC platforms. If you experience any issues during your visit on our website, please upgrade to the latest version.

2. What information is collected about me when I visit the site?

We do not require any information to obtain access to any part of our site unless specifically stated. We may ask for specific information in order to provide a service to you, such as sending you a catalogue. Information requested may include name, title, company, address, e-mail address, and phone number.

We do anonymously track traffic patterns using cookies, in order to measure site performance and make improvements. Cookies are small pieces of information stored on your computer that are read by the browser. These cookies will be automatically deleted after you leave the site.

3. Can I find all IKEA products on this site?

This site features hundreds of IKEA products as a way of demonstrating the breadth and depth of our product range; however, this is only a small portion of IKEA’s complete product range. Each store carries a much larger selection. Be sure to visit your local IKEA store for a look at our full selection.

4. How do I check stock availability?

You can check the stock availability before your visit the store on the website or call our hotline at 03 7952 7575. Lines are open daily between 10 am – 11 pm.

Every effort is made to maintain the availability of items shown in the catalogue, but due to popularity and supply issues, some products may not always be available.


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