Privacy policy

Under the Privacy Act 2020, ‘Personal Information’ is any information that tells us something specific about you as an individual. Some personal information such as health or medical information may be sensitive in nature. IKEA collects personal information during its everyday activities. IKEA will only collect such personal information when necessary for one of our functions or activities.

Some examples of information we collect include:

• first and last name
• home address
• telephone number
• email address
• dates of birth
• transaction history
• chat and phone conversations
• your image (CCTV Cameras are in operation in our store and car park. When you visit an IKEA store our CCTV systems may collect your personal information via the cameras)
• vehicle number plate (collected via CCTV)
  
  

If you use the Småland children’s play area within the store, we will collect the following information:

• Children’s Information: child’s name, age and any relevant health information so we can care for your children in the best possible way.
• Profile: You can choose to create a parent / guardian profle, this profile contains your contact information so that you can easily register children for Småland visits.
• Guest: If you choose not to create a profile, we still need to collect your contact information.
• Transaction: We also collect dates and times of Småland visits.
  
  

We will also collect information for the purpose of filing incident reports where an accident or injury has occurred.

Personal information may be collected when you:

• register your details on our website via creating an IKEA Account, or at our apps or kiosks
• complete purchase orders requests or applications for our products or services (by phone, in person or electronically)
• communicate with us directly via our Customer Call Centre, or via co-workers within our stores in relation to our products and services (in person, by email, telephone, direct mail or any other means)
• participate in surveys used to gather feedback after contacting our Customer Call Centre|
  
  
  

Personal information may also be collected when you use our services such as:

• the Småland play centre
• home delivery
• kitchen planning
• conducting certain types of transactions, including purchases and refunds
• entering or interacting with us during promotions, competitions, special events, or by using devices within our stores
• subscribing to any of our membership programs - i.e. IKEA Family or IKEA for Business
• participating in surveys and other types of research

IKEA may use your personal information to sell goods, provide services, and improve our range and offers. IKEA will link the personal information you provide across our digital services in order to provide you with a personal experience. 

We may also track your online behaviours on the IKEA website through cookies. This may include the products or pages you have viewed and/or the products in your online shopping cart. By doing this we can provide a browsing experience that is relevant to you, provide stock availability and when you have provided consent, send you marketing communication or specific offers based on your interests or online behaviour. For more information on how we use cookies please refer to the Cookie Policy.

IKEA may share your personal information in the following ways:

Data enrichment
Your home address is shared with our trusted third-parties in order for them to return demographic data that is added to your Family account. Demographic information is used to learn more about your possible interests and tailor our communications to you accordingly.

Third party service providers
Where we engage third parties to provide services for us, we may share your personal information with them. We will only share information that is necessary to perform those services. Examples include, but are not limited to:

• providers of custom made worktops
• transport service providers
• installation services
• assembly services

When we share your information, the other company is only allowed to use your information to carry out the service you requested. They are required to follow the Privacy Act and Information Privacy Principles and to take reasonable measures to ensure your personal information is secure. 

IKEA does not sell personal information to any individuals, companies or groups.

Personal and sensitive information will not be disclosed to any other person except with your consent, at your direction, where we are required to by law (this may include the New Zealand police, or government departments or regulators within New Zealand in connection with law enforcement activities).

Throughout your experience as an IKEA customer, you may encounter the use of AI. Where AI is used in association with your personal information, we will state it clearly through collection notices. See below the instances where AI is used in association with your personal information. Any further uses of AI will be carefully assessed by IKEA and listed below.

Chat and phone conversations
We record chat and phone conversations for the sole purpose of analysing those records using automated IT systems to streamline the service process and improve the quality of our products and services. Automation allows us to identify and “tag” conversation topics, common issues and areas of improvement.

Where you have agreed, we will send you information about products, services and offers that we think maybe of interest to you. The methods of communication we offer are via: email, SMS, phone calls, mobile applications, web, or via post. If you have told us that you prefer a way of us contacting you, we will try to use that method wherever possible. 

You can unsubscribe from marketing communications at any time by using the link at the bottom of the communication, updating your IKEA Account online or by contacting the Customer Call Centre (please refer to the Contacting IKEA section below).

Personal information you provide may be stored in both hard (i.e. paper based) and soft formats (i.e. IT based). Information is kept securely either on IKEA sites or on IKEA IT systems and is only accessible by authorised staff. Our digital (IT) systems are monitored by our Security Operations Centre (SOC). The SOC ensures that our systems meet relevant industry standards.

Where personal information is held on our behalf, for example information stored in the cloud in secure databases on our behalf by third parties based overseas (see “Transfer of personal information outside of New Zealand” below for further details), the use of these services, and the transfer of information overseas (if applicable) will not relieve us of our obligations under the Privacy Act and this Privacy Policy.

Your personal information is sent to other companies within the Ingka Holding B.V. group (and their employees), our trusted third-party service providers and our group companies and our franchisor, Inter IKEA Group (and their employees) who provide data storage and processing services, based in New Zealand and Australia, the Asia Pacific Region and Europe in countries like Germany, Belgium, Ireland & Sweden.

Where this happens, IKEA takes reasonable measures to make sure your personal information is secured in away which complies with strict privacy and security standards, both while being sent and when it reaches its destination. We are committed to ensuring your personal information is secure and protected from misuse, interference, loss, unauthorised access, modification or disclosure.

You can access and update your personal information in your IKEA Family Profile.

You have a right to request access to all personal information that IKEA has about you. Access may be refused under certain exceptions under the Privacy Act.You can request correction of the information held by IKEA at any time. Where we consider reasonable in the circumstances, we will make the requested change or correction. If we choose not to make the change you have requested, we’ll take reasonable steps to mark that information as having been subject to your correction request.

Our Customer Call Centre (please refer to the Contacting IKEA section below) should be contacted if you wish to access, or seek correction of, your information or become aware of any errors or missing information. IKEA will have to confirm your identity before allowing access to the information. This information will be provided free of cost.

IKEA will only retain your personal information when there is a business purpose. This means that the retention periods will vary according to the type of information and the reason that we have the information in the first place. In some instances, the Terms and Conditions for our products or services will detail how long the personal information you provide will be retained. Below are some examples of how long we expect to retain your personal data:

- IKEA (Family/Business) Account; If an IKEA Account is inactive for a period of 3 years, the IKEA Account will be automatically deleted.

- Sales orders linked to your family account will be kept for the life of your account.

- If you decide to engage with home delivery, click & collect or other services in-store or online as a guest (without an IKEA Account), the personal information you provide will only be kept for a period of 60 days.

- Småland children’s play area:

• Children’s Information: Children’s information is stored from thetime of registration until their Småland visit is complete (maximum visit time is 60 minutes). Note that no children’s information is stored inprofiles or guest information.
• Profile: Profiles are stored for 9 months.
• Guest: Guest information is stored for 3 months.
• Transaction: Transactional information is stored for 3 months.

For General questions related to orders or sales and to update your personal information (i.e. if you have changed address or updated your phone number) please contact our Customer Support Centre. For any questions about our Privacy Policy or get more information on how IKEA manages personal information please contact our Privacy Officer:

IKEA New Zealand Customer Support Centre:
Address: PO Box 108, Tempe NSW, 2044, Australia

IKEA New Zealand Privacy Officer:
Email: [email protected]
Address: PO Box 108, Tempe NSW, 2044, Australia

If you feel your privacy has been breached, please contact us using the contact details above, informing us of the circumstances and reasons for your complaint. We will review any complaints and respond to them within a reasonable period of time. For information about privacy law, privacy principles, or if your concerns are not resolved to your satisfaction, you can contact the Office of the Privacy Commissioner on Tel: 0800 803 909, Email: [email protected] or make a complaint directly through the OPC website.