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IKEA Terms and conditions of service

Who uses these terms and conditions?

These terms and conditions are used by IKEA B.V. and by Inter IKEA Systems B.V. In these terms and conditions, “we”, “us” or “our” refer to one of the companies, or a third party engaged by them, who provides a service to you.

When these terms and conditions refer to “me”, “you” or “your”, we mean the person who purchases a service from or through us.

What do these terms and conditions apply to and from when?

These terms and conditions apply when you purchase a service from or through us, such as the collection and transport services, trailer rental or kitchen or furniture assembly services. These terms and conditions apply as of 1 September 2018. We reserve the right to amend the general terms and conditions.

How do I order a service from you?

In our stores you can order services from our co-workers. The Furniture Assembly Service can also be requested at IKEA.nl/services. Depending on the type of service, you conclude an agreement with us or with one of our service partners. In the case of the latter, the terms and conditions of the relevant service partner apply. A number of services are offered only at a limited number of stores.

What price do I pay?

We show the prices for our services in our catalogues, brochures, advertisements, websites and other communications. A lot of care and attention goes into the content of our communications. However, it is possible that information they contain may be incorrect, incomplete or outdated. If it is clear that the information is incorrect, the information we intended to provide will ultimately apply and we will not be bound by incorrect information.

Before you purchase a service from us, we will clearly communicate the price of that service to you. With some delivery conditions or if the conditions for providing the service are not met, we may charge you for the associated costs. You can cancel a service up to 24 hours in advance without incurring any additional charges. Exceptions:

  • For kitchen installation, the cancellation period is 5 days.
  • For kitchen appliance installation, the cancellation period is 5 days.
  • For furniture assembly, the cancellation period is 48 hours.
  • For the Floor Laying Service, the cancellation period is 48 hours.
  • For bathroom installation, the cancellation period is 5 days.


All prices are inclusive of VAT at the current rate but exclusive of any other costs that we also communicate to you. Quotations for our services are valid for the period stated on the quotation and, if no date is set, for a maximum of one month. The price of assembly and installation is always based on the original article price and does not depend on any actions.

How can I pay?

  • You pay for a service in store in advance in cash, with a debit card, Visa Card, American Express, Mastercard, gift card or store card.
  • For PostNL, you can only pay cash on delivery.
  • Make sure you have sufficient balance to pay the amount and have not exceeded the daily limit. If you are unable to pay the full amount, you may be charged an additional fee.
  • Have you requested our Furniture Assembly Service via our website? Then you can pay online, with iDEAL, Visa Card, Mastercard or Klarna.

Are there specific terms and conditions for each service?

Yes, we'll list them for you below. In addition, special conditions may also apply to your individual order, which we will inform you of or arrange with you in advance. Of course, all services are subject to the other non-specific terms and conditions set out in this document.

Trailer rental

You can rent a trailer from customer service in our stores. Please note the following:

  • You must pay a EUR100 deposit in advance.
  • You must provide a white license plate yourself.
  • It is not possible to book in advance.
  • The trailer must be returned to the same IKEA store from which you rented it.
  • You can show a valid Dutch or a supplementary international driving licence.
  • You can show IKEA proof of purchase.
  • The size of the trailer (including hood, so that your purchases are kept dry during transportation) is: interior dimensions (lxwxh): 246x131x150 cm.
  • Maximum load: 320 kg.
  • There are also specific rental conditions, which will be communicated to you when you apply for the trailer.

Collection and/or Transport Service

These specific terms and conditions apply when we deliver to your home (Transport Service) or collect and deliver to your home (Collection and Transport Service) the purchases you have made in one of our stores. In some stores, we can also collect your goods without the use of a transport service, so that you can take your purchases with you after collection. Ask about the options available in your store.

Transport Service

These specific conditions apply when we deliver the purchases to your home.

When will they be delivered?

At the time of purchase, you will agree on the date on which the products can be delivered to the address you have provided. You cannot change this date.

You will be kept informed of the progress of your order by email or SMS. On the day of delivery, you will receive an SMS with a more precise time indication (if applicable). Our transport partner will also send you a message (telephone or SMS) half an hour before arrival.

For PostNL, you will receive a track&trace code for delivery by email so that you can track the delivery.

If the delivery is delayed, we will contact you before the agreed date. We will inform you about the delay and agree on a new delivery date with you. If we don't keep our second appointment, you can cancel your order free of charge.

How are products delivered?

Products delivered to your home will be handled with care. In order to facilitate efficient delivery, we ask you to bear the following in mind:

  • Someone at home. Please make sure that somebody is at home on the agreed delivery day and time. If nobody is home, you will also be charged for a second delivery.
  • Floors and doorways. We will deliver the products to the floor you specify (we use the term “floor” from seven steps) and on that floor, into a single room, specified by you. From the fifth floor, we will only deliver provided a lift can be used. If we have to use the stairs or a lift, they must be spacious enough and free from obstacles so that the products can be brought up or down in their packaging.
  • Packaging. Products must fit through the doors of your home in their packaging. In the case of a flat or apartment, products must fit through the front door of the building and the front door of the flat. Please note that some products may have a different packaging size. If we are unable to fit the products into the building, the stairs, the lift or your home and we have to use tools to help, you will be charged for the related extra costs.
  • In your home. Make sure that you have removed anything that could get in the way during the delivery to your home, including hanging items.
  • Island delivery. We only deliver to the Dutch mainland. Ask your island carrier about the possibility of having your product delivered to a Wadden island. The delivery will be made to the island carrier on the agreed date. .

 

Click & Collect Service

These conditions apply if you have chosen our “Click and Collect” service on our website. With this service, you order and pay online, the goods are collected by us in the shop of your choice and you arrange a time with us via our website to collect the goods yourself.

  • The price of the service is per order and irrespective of the size of the order.
  • After completing your order online, you'll receive an order confirmation from us at the email address you provided. This order confirmation also serves as proof of collection when collecting the goods from the store.
  • When collecting the goods from the store, proof of identity (passport, driver's license or ID card) must be shown.

How can I pay?

You can pay via iDEAL, Visa Card and Mastercard. You can also choose to pay afterwards using Afterpay. AfterPay handles the entire payment process for the Click & Collect service afterwards. This means that you will receive a digital invoice from AfterPay via email to pay for the purchased product(s). You can pay by way of a digital invoice up to an amount of EUR 1,250 via AfterPay. If this is the first time you have used AfterPay, the limit is EUR 750.

AfterPay carries out a data check before approving your request to pay in this way. AfterPay has a strict privacy policy as described in its privacy statement. If your request for payment is not authorised, you can of course pay for the product using a different method of payment. You can always contact AfterPay if you have any questions. For more information, we refer you to the consumer section of the AfterPay website.

You cannot pay for an order with the Order & Collect service in the store. Orders must always be paid for online.

Refunds for returns or cancellations

You have 14 calendar days from receipt of the product to let us know, without having to give any reason, that you have changed your mind and want to cancel the purchase, and you have 365 calendar days from the date of purchase to return the product. Returns or cancellations will always be refunded via the payment method used online.

  • For example, if you paid by credit card, your next credit card statement will show the amount credited to your card.
  • If you paid by iDEAL, the money will be returned to your bank account.
  • If you pay via AfterPay, the amount to be returned will be deducted from the outstanding invoice.
  • We do not refund cash.

Mattress Return and Recycling Service

Have you just bought a new mattress and arranged to have it delivered to your home? Then why not pay for our Mattress Return and Recycling Service? Please note the following:

  • The service applies to two mattresses of 80 or 90 cm or one mattress of 140 to 180 cm.
  • You pack your mattress(es) in the transport bag you received from us in store.
  • These packed mattress(es) must be ready at the front door at the time of delivery of your new mattress(s).
  • The transporter will take the packaged mattress(es) away for recycling.

Note: this service does not apply to orders placed through IKEA.nl.

Furniture Assembly Service

You can choose to have furniture that you have bought from us assembled. Ask one of our co-workers to make an appointment for assembling your furniture. You can cancel the service up to 48 hours in advance without any charge. If you cancel within 48 hours before the agreed service date, you will be charged. In case of cancellation on the agreed service date or if you are not at home when we arrive, we will charge you the full installation fee. Please remember the following when making use of this service:

  • The price of the service is calculated on the basis of the original sales price of the products.
  • Make sure that the furniture to be assembled is already in the room.
  • Make sure that the space in which the furniture is to be assembled is clean and flat and that there is sufficient room to assemble the items.
  • Our assembly specialist will only assemble the furniture for which the appointment was made. The assembly time will be posted on IKEA.nl/transport the day before.
  • You are responsible for any parking costs.

Floor Laying Service

If you purchase flooring from us, you can choose to have us lay it for you. Ask one of our co-workers to make an appointment for laying your floor. You can cancel the service up to 48 hours in advance without any charge. Please remember the following when making use of this service:

  • Make sure that the flooring itself has been acclimatised for at least 48 hours in the room where it is to be laid and that it is still there when the floor layer arrives.
  • Make sure that the area in which the floor is to be laid has been swept, is flat, dry and clear.
  • If you are not at home at the time of the appointment, additional costs will be charged.
  • You are responsible for any parking costs.

Bathroom Installation Service

You can choose to have the bathroom furniture that you purchased from us assembled and installed.

Together with our service partner, you make an appointment for the assembly and installation of your bathroom furniture and accessories. You can cancel the Bathroom Installation Service free of charge up to 5 working days before the appointment. After that you'll have to pay the full amount quoted.

Please remember the following when making use of this service:

  • The price of the service is calculated on the basis of the original sales price of the products.
  • Make sure that the furniture to be assembled is already in the room where it is to be assembled or, in consultation with the service partner, in an adjacent room.
  • Make sure that the area in which the furniture is to be assembled has been swept, is flat and clear.
  • The siphon and tap are connected to the existing drainage and water pipes without adjustments.
  • Electricity in the room must always be earthed and in the correct place.
  • If additional work needs to be carried out, for example, to hook up electricity or connect a washbasin, the service partner can provide an additional quotation for you.
  • If additional work needs to be carried out, for example, to hook up electricity or connect a washbasin, the service partner can provide an additional quotation for you.
  • You are responsible for any parking costs.

Kitchen Planning Service

We will help you to plan your kitchen at a time agreed in advance. You will plan your kitchen together with one of our co-workers from the kitchen department. The appointment lasts two hours. You pay for this service in advance in store. You can change or cancel your appointment up to 48 hours in advance without us charging any extra cost. The Kitchen Planning Service is free with the purchase of a kitchen from EUR 500.

What does the free service entail? If you use the Kitchen Planning Service and then buy a kitchen from the store where you booked the service within 90 days, you will receive a EUR 39 discount voucher, which can be used solely to purchase a kitchen with a minimum value of EUR 500.
The voucher can only be used to buy products in a single purchase. The discount voucher will be deducted from the order value as soon as you place your order. The voucher cannot be redeemed at IKEA Food, the Bistro or the Swedish Food Market. The service discount cannot be obtained after the end of the service period. The voucher is valid for 90 days after issue.

Interior Design Service

These terms and conditions apply to the Interior Design Service. We will help you to plan your interior at a prearranged time. With the “Basic Interior Design” service you get together with an interior design advisor to work out the furniture, lighting or layout of your space. The “Full Interior Design” service consists of all three aspects. You pay for this service in advance in store. You can change or cancel your appointment up to 48 hours in advance without us charging any extra cost.

What happens to my data? The information you provide will be used to perform the service in the proper way.

Kitchen Installation Service

If you purchase a kitchen from us, we can have it assembled and installed for you in your home. We can also arrange a preparatory visit.

Preparatory visit

If you make use of our Kitchen Installation Service, a preparatory visit will take place in advance as standard. An IKEA installation partner will measure the space to check that the kitchen you have designed actually fits. In addition, a number of preconditions are checked, such as the installation of water pipes and the required groups in your fuse box. You pay for this service in advance in store. You can change or cancel your appointment up to 48 hours in advance without us charging any extra cost.
The preparation visit is free of charge if you purchase the kitchen installation within 30 days after the measurement service. We can help you by checking that the space in which the kitchen is to be installed meets a number of preconditions on which the design and order of your kitchen can be based. The preparation visit consists of:

  • Checking the dimensions of the space in which the kitchen will be installed.
  • Checking whether the kitchen design fits into the space in which it will be installed.
  • Checking whether the floor and walls are at 90 degrees to each other and/or whether they are flat.
  • Making a dimensional list that indicates where and how connection and drainage points should be placed.
  • Making an inventory of details that are important for installation of the pipes.

If you want to make use of our Kitchen Installation Service, the preparatory visit is free of charge. If you wish, you can arrange for the partner that carries out the preparatory visit to also carry out the preparatory work (e.g. laying the gas and water pipes, drainage, electricity, laying walls, stumps, floors, etc.). Preparatory work is not included in the Kitchen Installation Service.

What does the free service entail? If you make use of the preparatory visit and purchase the kitchen installation within 30 days, according to the above conditions, you will receive a discount voucher of EUR 75.

The voucher can only be used to pay for the kitchen installation. The discount voucher will be deducted from the order value as soon as you place your order. The voucher cannot be redeemed at IKEA Food, the Bistro or the Swedish Food Market. The service discount cannot be obtained after the end of the service period. The voucher is valid for 30 days after issue. What happens to my data? The information you provide will be used to perform the service in the proper way.

Kitchen Installation Service

Our service partner will send you a quotation for the work at your home.

You will make an appointment with our service partner for assembly of the kitchen. You can cancel the installation service free of charge up to 5 days before the appointment, after which you will have to pay the full amount quoted.

Please take the following into account for kitchen installations:

Make sure that all parts of the kitchen are in the room in which the kitchen is to be installed. If you have had the parts delivered, check the consignment note to make sure the order is complete. Also make sure that the space has been swept clean.

  • Make sure that all of the preparatory work, such as the installation of gas and water pipes, drainage, electricity, stuccoing walls, laying floors etc., has already been carried out.
  • Pipes must always be installed in the wall or under the skirting board.
  • If a floor has not yet been laid, you must inform us in advance and you are responsible for the final height of the kitchen.
  • Make sure that the wall against which the kitchen is to be placed is dry, otherwise the cabinets and worktops may warp, expand or become mouldy. New plastering must be applied at least five days before installation.
  • The walls must have a flat background and the floors and walls must be at a right angle and be straight.
  • Make sure that the installation specialist has sufficient free space in which to work (approximately 3 x 3 m), that there are no other suppliers in the house during the work (to avoid delay, damage and loss), that he has access to working outlets with earth leakage (220 V–230 V), running water, sufficient lighting and a working toilet nearby.
  • When using this service on the Wadden Islands from the mainland, the call-out costs are at your expense.
  • You are responsible for any parking costs.

Removing your old kitchen

In combination with the installation of your new kitchen, you can also have your old kitchen, including appliances, professionally removed and possibly disposed of, together with the existing wall finish. Piping and electricity cables are safely finished or trimmed off. The removal of floor tiles or material containing asbestos is possible, in consultation with the service partner and at an additional cost. Kitchen removal is charged per linear metre. If you want to have the old kitchen removed by your service partner, this will involve and additional cost.

Kitchen Appliance Installation Service

You can choose to have the kitchen appliances that you purchase from us installed. Together with our service partner, you make an appointment for the installation of your kitchen appliances. You can cancel the Kitchen Appliance Installation Service free of charge up to 48 hours before the appointment. After that you'll have to pay the full amount quoted. Please remember the following when making use of this service:

  • The dimensions of the appliances to be installed must correspond to the dimensions of the niches in your kitchen.
  • The cut-out in the worktop must have been completed before installing a hob. A gas hob is connected to a yellow stainless steel gas hose (not included).
  • It is possible that kitchen appliances with a high connection value will have to be connected to a separate group. This may mean that adjustments to the electrical cabinet will be necessary. This is not part of the Kitchen Appliance Installation Service.
  • Connecting material is not supplied with the appliance.
  • When using this service on the Wadden Islands from the mainland, the call-out costs are at your expense.
  • You are responsible for any parking costs.

Our service partners can remove old appliances. Additional costs will be charged for this. These costs will be communicated to you in advance. There must be no water and/or food in the appliances.

What happens to my data?

Our privacy policy describes how we handle your personal data. This may change from time to time.

What if I have other comments about IKEA?

You can contact us in our stores, via our contact page or by phone. You will find our up-to-date contact details in the catalogues, brochures and on our contact page on this website.

A few more points:

If any provision of these terms and conditions is or becomes void or voidable, this will not affect the other provisions of these terms and conditions. We will replace any such provisions with a valid provision.

Some IKEA stores may offer other services. Ask at the store about the terms and conditions.

If we have specific terms and conditions for certain services that are contrary to these general terms and conditions, those specific terms and conditions will apply.

The agreement with you and these general terms and conditions are governed by Dutch law only. The Convention on Contracts for the International Sale of Goods (Vienna, 1980) does not apply. In the event of any discrepancy between the Dutch text of these General terms and conditions and the text in any other language, the Dutch text of the General terms and conditions will always be decisive for the interpretation thereof.