IKEA Customer service

· Why has IKEA decided to reopen their stores?
On March 17, we closed our stores temporarily until further notice. Not because we had to, but because at that moment we thought this was the best and most responsible choice to secure the safety and health of our co-workers and customers. In the meanwhile, we are working towards a responsible reopening of our stores. The health and safety of our customers and co-workers are our top priority in this. By applying additional measures in the stores, we are confident that we can reopen the stores in a responsible manner.

· When will the stores reopen?
The reopening is on April 28, but is subject to change. We remain alert to the measures and advice from RIVM and the Dutch government.

· Will all shops reopen at the same time?
Yes, all the stores are opening. Keep an eye on IKEA.nl for opening hours.

· Why didn’t the shops open earlier or why did you close before?
On March 17, we closed our stores temporarily until further notice. Not because we had to, but because at that moment we thought this was the best and most responsible choice to secure the safety and health of our co-workers and customers. In the meanwhile, we are working towards a responsible reopening of our stores. The health and safety of our customers and co-workers are our top priority in this.By applying additional measures in the stores, we are confident that we can reopen the stores in a responsible manner.

· How many customers are allowed in the store at the same time?
A limited number of visitors are allowed in the store at the same time. Co-workers will make sure the maximum amount of people allowed will not be exceeded.

· Can you enter the store with several people?
Shopping is allowed with a maximum of 2 people.

· Will the entire store be open again from April 28? Which parts are closed?
Playground Småland and the restaurants are closed until further notice.

· Can I return or exchange my products when the store reopens? Is customer service open?
Yes, that's possible. However, keep in mind waiting times. In order to be able to help you as soon as possible, we ask you to prepare your return online.

At IKEA, you always have 365 days to return or exchange your products! This makes it possible to return your products at a later date.

· Is this a decision made by IKEA Netherlands or will IKEA reopen in other countries as well?
Since conditions are unique in every country, there is not a global solution that will suit everyone at the same time. Countries in which IKEA operates make decisions based on the local situation.

· Are there adjusted opening hours?
Keep an eye on IKEA.nl for the most current information and opening hours.

· Will waiting times be longer?
A limited number of visitors are allowed in the store at the same time. This can potentially lead to longer waiting times. Although we are opening our doors again, we ask our customers to consider the store visit carefully and to come to the store only to make targeted purchases.
· Will the restaurants also reopen?
No, the restaurants will remain closed for the time being.

· Can I also rent a trailer / cargo bike, etc.?
Yes, that is possible again.

· I have placed a Click and Collect order and I have paid for this service. I can now collect it myself. Can you cancel my order?
Yes, that’s possible. Cancel your Click and Collect order via IKEA.nl/annuleren. After cancellation you will receive a confirmation of the cancellation in your email and more information about the refund. If this is no longer possible online, please contact our customer service.

· I want to cancel my online order and pick it up in the store myself, is this possible?
Yes, that’s possible. Cancel your Click and Collect order via IKEA.nl/annuleren. After cancellation you will receive a confirmation of the cancellation in your email and more information about the refund. If this is no longer possible online, please contact our customer service.

· How long will it take before I get my money refunded after canceling?
Maximum 14 days.

· I have an online planning appointment. Can I change that to an appointment in the store?
For now, it is still not possible to have a personal planning appointment. We advise you to go on with your online planning appointment.

· Which safety measures have been set for ‘Click & collect’?

To ensure the health and safety of our customers and employees at the pickup location of the stores, we have taken extra measures at our pickup locations. Employees will ensure compliance of all measures. We thank everyone in advance for their cooperation:

• We ask customers to pick up their order at the store with a maximum of 2 people.
• We ask customers and employees to keep a sufficient distance (minimum 1.5 meters) from each other.
• We use extra cleaning measures in all stores in the Netherlands to prevent this from happening.
• Employees who suffer from a nose cold, cough, sore throat or fever should stay at home. As a precautionary measure, we also instruct employees who have recently been in a risk area designated by the RIVM to stay at home for at least 14 days.
• Do you have a nose cold, cough, sore throat or fever yourself? Then have someone else pick up your order. You can indicate this in the order process, the person who picks up the products has to show an order confirmation and proof of identity.

· I am sick at home. Can someone else pick up my order at Click & collect?

You can have your Click & Collect order picked up by someone else. Please mention this when placing your order. The person picking up your order must show the order confirmation and his / her own ID.

If you forgot to mention this during your order, the person who picks up the order will have to show a copy of your ID in addition to the order confirmation.

· How much time do I have to pick up my Click & collect order?

The available time slots to pick up your order will appear automatically when you are ordering online. Depending on the opening hours of the chosen store and the time of ordering, you can choose a pick-up time on the day itself, or on the next day.

· Can I also pick up my Click & collect order later (after 48 hours)?

Yes, you can. To do so, please contact customer service; check the contact options at IKEA.nl/contact

· Where in the store can I pick up my Click & collect order?

During your ordering process you will immediately see the address details of the pick-up location. On the route to the pick-up location you will also see signs or other communication with Click & collect symbols. These symbols will show you the way. Due to the exceptional situation, temporary signs may have been installed.

· Is it still possible to cancel my Click & collect order?

Yes, you can. Cancel your Click and Collect order via IKEA.nl/annuleren.

· I want to change my Click & collect order to home delivery. Is that possible?

Yes, that's possible. Cancel your Click and Collect order via IKEA.nl/annuleren. Then place a new order on IKEA.nl and choose to have your order delivered to your home.

· Can I still order online and have my products delivered at home?

Product order and delivery via IKEA.nl or picking up online orders at the store is still possible. We take extra measures for services that take place at customers' homes.

Our delivery service will temporarily only bring products inside the front door. This is to avoid direct personal contact as much as possible. If there is no lift available, the order will be delivered up to the 4th floor.

· I live just across the border. Can you still deliver my order?

We will still deliver your order across the border as long as the RIVM restrictions allow us to do so. Germany has not yet closed the border with the Netherlands and we can deliver as long as this isn’t the case.

It is not possible to place online orders in Germany and Belgium. This is only possible in the store.

· Are there enough IKEA products in stock?

The latest information about the stock of our products can be found on our website. You will find this information once you have selected a product. At this moment, products can only be ordered online.

· What happens to my Assembly Service appointment? Will this still proceed?

• Yes. Our co-workers will take temporary measures to avoid direct personal contact as much as possible:
• No hands are shaken.
• During assembly or installation, we ask co-workers and customers to keep an appropriate distance (at least 1.5 meter) from each other.
• In case of a cold, cough, sore throat or fever, the customer and/or co-worker can decide to cancel the service.
• The customer can be asked to sign via a paper form instead of via the smartphone. The signature on paper also serves as confirmation.

· Can the courier take a delivered product directly back with him/her if I want to return it?

Our standard rules still apply to the return of products. If you are not satisfied with your purchase, you can register via the form on the website. Unfortunately, you cannot immediately give this to the courier.

· Something is wrong with my product. What should I do?

You can get in touch with our customer service; please visit IKEA.nl/contact to see how you can reach out to us.

· There’s a part missing in my delivery. How can I get it?

You can order missing parts via our customer service; please visit IKEA.nl/contact to see how you can reach out to us.

· Do I still have to pay for the online option ‘Click and Collect’?

Yes, the costs remain applicable in this exceptional situation. Our colleagues in the store collect all the products from your order with care and make sure they are reserved up to 48 hours for you to pick up in the store. The costs for Click and Collect start at € 2.99 per order. It doesn't matter how many products you order.

· I am unable to place an order via the website. How is that possible?

At this moment we’re experiencing a larger amount of online orders than usual. Therefor it could be possible all delivery moments are already fully booked. Would you like to have your order at home quicker? Use Click and Collect and pick up your online order at the store of your choice.

· The discount cards from the advent calendar expire in June, can we still use them?

The discount cards from the advent calendar can be returned up to 2 months after the expiry date.

· My voucher is valid until 31 March but I can't use it online, what now?

Voucher cards (both physical and digital) are valid indefinitely. Vouchers (provided with a PIN code) can be used for online purchases that are delivered to your home. Discount cards cannot be used online.

· Is it possible for business customers to use the IKEA for Business service?
Yes, however, we cannot provide all of the usual services. We will be happy to inform you about this.