Skip to main content

FAQ

The fastest way for you to get answers

  • 1) How do I place an order?

    These are the general steps of your shopping journey with us:

    1. Choose a product, add to cart, then adjust its quantity
    2. Check order details
    3. Confirm the contents of your shopping cart
    4. Provide shipping & billing information
    5. Select services as desired (delivery and/or assembly service)
    6. Choose payment method and finalize payment

    You will see the payment transaction status on your screen. For a 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 the IKEA product range is available in our online shop. However, only products with available stock will appear with the "Add to cart" button.


    3) Are your prices online the same as the prices in-store?

    The price of our products online will normally be the same as the in-store prices. However, occasionally, some price differences might occur in the event of in-store only or online only promotion.


    4) Is there a minimum order value for online purchases?

     There is no minimum order value for both in-store and online purchasing.


    5) How do I check if my payment was successful after placing my online order?

    Upon successful payment, the customer will receive an order confirmation through their registered email address.


    6) How do I cancel my online order?

    Unfortunately, cancellation can't be done once the order and services are paid and confirmed. Please call us at +63 8888 - IKEA (4532) for any further assistance.


    7) Can I place an order and have it delivered next month?

    You may only pick a truck delivery slot 14 days in advance.


    8) Can I place a corporate or bulk order?

    Yes, you may. Simply register as an IKEA for Business member so we can assist you with your requirements. Please contact the IKEA for Business team at ikeabusiness.ph@ikano.asia.


    9) What can I do if I need to have the tax invoice billed under a company name?

    For individual customer purchases, kindly present the Company Registration TIN (COR BIR 2303) in-store. 

    For IKEA for Business members, please contact ikeabusiness.ph@ikano.asia


    10) What can I do if I need to amend the name and billing address in the tax invoice?

    For orders made by individual customers, you can present the original invoice in-store and we will issue you a new invoice. 

    For IKEA for Business members, you may send an email request to the IKEA for Business team at ikeabusiness.ph@ikano.asia


    11) Can I buy IKEA items on other platforms or through a reseller?

    You may only purchase IKEA products through our website. Visit Shopping at IKEA for more information.


    12) Can I buy spare parts or hardware?

    Yes, you may order spare parts for your furniture. Visit Spare parts for more information.

  • 1) What payment methods do you accept?

    We accept the following payment methods:

    • Credit and debit card (Visa, Mastercard, AMEX)
    • E-wallet (GCash)
    • Installment Payment Plan (via BDO only)

    2) Is my online payment purchase secured?

    Payments are secured with the latest online payment security provided by our payment vendor. See Terms of Purchase for more information.


    3) Is there an Installment Payment Plan (IPP) option if I shop online?

    Yes. We currently offer 0% interest Installment Payment Plans for 3 months with a minimum purchase of ₱5,000, via BDO only.

  • 1) Where does IKEA deliver to and how much would the delivery service cost be?

    Delivery fees are calculated based on the location and weight of the order.  Customers can check how much the delivery fee is at the checkout page.

    • Truck delivery starts at ₱600
    • Parcel delivery starts at ₱170
    • Click and collect starts at ₱400

    Visit Delivery for more information on rates and areas of coverage.


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

    For truck deliveries, charges apply if there is no lift access or if the items can’t fit in the lift at the delivery address. Please pay the fee directly to the service provider. Kindly see the list of "No lift" charges below.

    • 1st to 3rd floor – Free
    • 4th floor and above – ₱200 per person

    This service is applicable up to the 6th floor only.

    •  

    Drilling charge of ₱50 per hole also applies for items that need to be fixed on the wall except for the anti-topple device.

    Please pay the fee directly to the service provider.

    For click and collect, orders that are not collected within 5 days will incur an additional charge of ₱20 (excluding VAT) per additional day.


    3) How do I differentiate parcel and truck delivery orders?

    Orders that do not exceed more than 30 kg in weight and 1.8 meters in length and height will be considered as parcel orders.

    If your order exceeds more than 30 kg, and the height and length are more than 1.8 meters, it will be considered as a truck delivery order.


    4) Will I be notified prior to receiving my order?

    You may refer to the estimated time and date from your order confirmation email. In addition, 

    • For parcel delivery: Our transport service provider will send a notification with the tracking number of your parcel. You may track your parcel here.
    • For click and collect: You will receive an SMS notification once your order is ready to be picked up at the collection point.
    • For truck delivery: Please make sure that the shipping address and mobile number you provided are accurate as our transport provider will be contacting you on the day of the delivery. In addition, you will receive an SMS from our transport service provider to inform you of the arrival at your selected time and date. 

     

    Note for truck delivery: Keep your lines open so our transport provider can call you on the day and time scheduled. In the event that they are unable to reach you, our delivery team will wait for a maximum of 15 minutes at your location (gate/entrance). If you are unable to receive your order within that timeframe, this will be considered a failed delivery attempt. We may redeliver for a fee equivalent to the initial delivery fee paid.

    *Please note that rescheduling deliveries are subject to schedule availability.

    Please allow an extra 1-3 business days for processing time during major holiday seasons due to surges in orders.


    5) How can I track my order?

    To track your order, you may visit the following links:

    Please allow an extra 1-3 business days for processing time during major holiday seasons due to surges in orders.


    6) What happens if I am not at home to receive my order?

    For parcel delivery, there will be three delivery attempts before the order gets sent back to IKEA.

    For truck delivery, please call us at  +63 8888 IKEA (4532) to reschedule a new delivery date. A re-attendance fee shall apply for the next delivery attempt.


    7) What are the delivery restrictions I should be aware of?

    Kindly ensure that relevant permissions are obtained from the building or residential management and necessary fees are secured for the chosen delivery date.


    8) How do I tell you about delivery restrictions?

    Please call us at +63 8888 - IKEA (4532) for assistance.


    9) How do I tell you that I require a drilling service for my purchase?

    Drilling service is included for items that you have opted for assembly. Please note that a drilling charge of ₱50 per hole will be applicable for other wall drilling or for items that need to be fixed on the wall except for the anti topple device. Please pay the fee directly to the service provider.

  • 1) How much would assembly service cost?

    Assembly fee is 9% of the original product retail price for all other furniture that requires assembly.

    The assembly fee is 2.5% of the original product retail price for sofas and sofa beds. This service is only available for truck deliveries and is also inclusive of the installation of tip-over restraint for safety purposes.

    Learn more about our Assembly service.


    2) Can I organize a separate assembly trip after delivery?

    Yes, you can organize a separate assembly. A call-out fee starting at ₱500 per order applies. Assembly service will be charged at 9% of the total product invoice value. Contact us for more information.

    3) Can I book for an assembly during my in-store purchase at the store?

    Yes, you may book an assembly service at the service desk counter. Learn more about our assembly service.

  • 1) Where are collection points and how much does click and collect cost?

    At the moment we have collection points available at these locations:

    1. Angeles City, Pampanga
    2. City of Parañaque
    3. City of Taguig
    4. City of Valenzuela
    5. City of Cebu

    Fee is ₱400 for Metro Manila, ₱900 for Pampanga, and ₱2,700 for Cebu City. For more information, see the list of all collection points.


    2) Will I be able to collect my order at the store?

    Unfortunately, we do not have a collection point at the store. Kindly refer to the list of collection points above.


    3) Can I make a purchase at the collection points?

    Unfortunately, you can't make a purchase at our collection points. You can make a purchase in-store at IKEA Pasay City or visit IKEA.ph to place an online order. Learn more about Shopping at IKEA.


    4) Can I switch my order to other delivery options if I could not reach the collection point on time? 

    At the moment, customers can't change methods of receiving their order from click and collect to delivery. Kindly choose the nearest collection point if delivery is not available at your location.


    5) Are there additional fees when collecting orders at the collection point?

    For click and collect, orders that are not collected within 5 days will incur an additional charge of ₱20 (exclusive of VAT) per additional day.


    6) Due to COVID-19, can I still come and collect my order at the collection points?

    We will be following IATF protocols in place. You may wait until travel restrictions are lifted before picking up your order. Orders that are not collected within 5 days will incur an additional charge of ₱20 (exclusive of VAT) per additional day.

    Please present your vaccination card at the collection points. Unvaccinated customers will need to present a negative RT-PCR or Antigen Test result, taken 14 days within the visit. Individuals who cannot be vaccinated due to medical conditions should present a copy of a government-issued medical clearance as proof of non-vaccination.

  • 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 +63 8888 - IKEA (4532) 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 +63 8888 - IKEA (4532) for any further assistance.

  • 1) What do I do if an item from my online order is missing or defective?

    Please call us at +63 8888 - IKEA (4532) for assistance.


    2) How do I return or exchange an item?

    If you would like to return a product, please bring along a printed copy of the Official Receipt you received via e-mail after your purchase. Otherwise, we will not be able to process your requests. Please call at +63 8888 - IKEA (4532) for any further assistance.


    3) How soon will I receive my refund?

    Refunds will be done via the original payment mode and may take up to 30 working days. Please note that the refund amount is subjected to the conditions of the products.

  • 1) What are IKEA Family points?

    Earn 1 IKEA Family point for every ₱1 spent at in-store, online, IKEA Restaurant, Bistro, or Swedish Food Market. Points are redeemable with a minimum of 200 points which is equivalent to ₱1. Kindly present, scan, or enter your membership ID number when making payments.


    2) Once I subscribed to the IKEA Family membership, will I receive an IKEA Family card?

    IKEA Family is digital-only. We’re making it easier for you to keep track of your membership details online, meaning we will not issue physical loyalty cards. IKEA Family can be accessed via eCard which can be linked to your mobile device via Apple Wallet or Android App for easier access.


    3) Will I earn IKEA Family loyalty points from my online purchases?

    Yes, you will earn 1 point for every ₱1 spent. Please indicate your IKEA Family membership number (16 digits) on the Address page as you are checking out. Your IKEA Family points will be credited seven (7) business days after delivery. Visit IKEA Family for more information.


    4) Can I redeem IKEA Family points online?

    IKEA Family points are only redeemable in-store.


    5) Can I purchase IKEA Family product offers online?

    IKEA Family product offers are only redeemable in-store.


    6) What should I do if I key in the wrong IKEA Family card number or forgot to input it during checkout?

    Please call us at +63 8888 - IKEA (4532) for assistance.

    7) I need to replace or refund an item I purchased using my IKEA Family points. What should I do? 

    If you would like to return a product purchased using your IKEA Family points, please bring along a printed copy of the Official Receipt you received via e-mail after your purchase. Otherwise, we will not be able to process your requests.

    Please call us at +63 8888 - IKEA (4532) for any further assistance.

  • 1) What is IKEA for Business?

    IKEA for Business offers a one-stop, personalized assistance for companies. We provide support to commercial customers throughout every step of the buying process. From planning, to delivery, and assembly, the IKEA for Business team will be there to help establishments find the best furnishing solutions suited to their needs.For more information, please visit IKEA for Business website business.IKEA.com.ph or email them directly at ikeabusiness.ph@ikano.asia.

  • 1) How can I request for a VAT refund?

    We have VAT Exemption on purchases of Diplomats (Resident Foreign Missions, their Qualified Personnel and the Dependents of the Latter) and VAT Zero-rating Sales on PEZA or free port company (applicable only if used in the registered project or activity by registered business enterprises) upon presentation of the required documentary requirements.

    2) What are the requirements for a zero-rated sale to a PEZA company?

    1. PEZA VAT Zero-Rated Certificate/Certificate of Available Incentives.

    2. Certification confirming that the goods purchased will be directly and exclusively used in the registered project or activity by the purchasing company. If it turns out such statement is false, incorrect or inaccurate and the tax authorities find Ikano liable for VAT and corresponding penalties as a result of Ikano’s reliance on such Certification, Ikano can claim against purchaser any additional tax, surcharge, interest and any other penalties imposed by the BIR.

    3. Delivery to a PEZA location.

  • 1) Where is the IKEA store?

    Our IKEA store is located at:

    IKEA Pasay City,
    Marina Way, Mall of Asia Complex
    Brgy. 76 Zone 10, CBP-IA
    Pasay City, Metro Manila
    Philippines 1300


    2) What are the opening hours of IKEA store?

    Our store opening hours are from 10 AM to 10 PM, Monday to Sunday

    1Opening hours may vary in accordance with IATF restrictions.


    3) Can I get help to plan a room?

    We offer an online planning tool that allows you to choose furniture to fit the exact measurements of the rooms in your home. Experiment with different combinations, swap things around, and try different styles until you’re satisfied with the result. You can view and print out the best options, with all the measurements. Click here to start planning.


    4) What methods of payment can I use?

    Our cashiers accept cash, credit cards, debit cards, IKEA gift cards, and IKEA Family points (instant redemption).

    See our finance options.


    5) Is there an Installment Payment Plan (IPP) option if I shop in the store?

    Yes. We currently offer 0% interest Installment Payment Plans for 3 months with a minimum purchase of ₱5,000, via BDO, BPI & HSBC only.


    6) How much are the delivery and assembly charges if I shop in the store?

    Delivery fees are calculated based on location and weight of the order.

    Customers can check how much delivery fee at the checkout page.

    • Truck delivery starts at ₱600
    • Parcel delivery starts at ₱170
    • Click and collect starts at ₱400

     

    Visit Delivery for more information on rates and areas of coverage.


    7) Can I return items?

    Yes, you can return new and unopened products within 365 days, together with your proof of purchase, for a full refund.  

    We do not accept returns on plants, cut fabric, custom countertops and as-is products.  We are unable to refund or exchange your items if your merchandise is found to be modified from its original form when purchased, dirty, stained, or damaged.   Learn more about our Returns policy.


    8) Why are items sometimes out of stock?

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


    9) My furniture is missing a piece/hardware, how can I get it?

    If you purchased your product from the IKEA store, we welcome you to bring your original receipt and assembly instructions to the Exchange and Returns counter and talk to our friendly Customer Service officers about the hardware you require.


    10) Can I buy spare parts or hardware?

    To purchase pieces that are not originally sold separately from the product, kindly visit our Customer Service desk for assistance.


    11) How can I have large items delivered?

    Most IKEA products are flat-packed, making them easy to transport. The IKEA store offers a home delivery service if you prefer. Delivery is not included in the product price.

    Learn more about Delivery.


    12) 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.

    Learn more about Assembly and appropriate rates.


    13) 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. You can purchase IKEA Gift Cards at our store checkout counters.

    For corporate Gift Cards purchases for your next company event, sales promotion or employee incentive program, please contact IKEA for Business at ikeabusiness.ph@ikano.asia.

    Learn more about IKEA Gift Cards.


    14) Where are IKEA products sourced?

    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 labeled "Design and Quality, IKEA of Sweden."

    Find out more about how we sustainably source materials.


    15) Does IKEA have support for PWD shoppers?

    To make shopping more convenient and comfortable for PWD (Person with disabilities) shoppers, we provide:

     

    • Privilege parking lots for PWD
    • The loan of wheelchair services
    • Wheelchair-accessible restrooms
    • Wide pathways in the store for easy maneuver for those using wheelchairs

    16) Are pets allowed in-store?

    Unfortunately, pets, except service dogs, are not allowed in-store.


    17) Do you have an appropriate area to breastfeed?

    Yes


    18) Where can I park during my visit?

    Parking is available in the following areas:

    • MOA Square (where the IKEA building is located)
    • SMX Convention Center
    • MAAX Building
    • SM Mall of Asia South Parking (right across the IKEA building)

    19) How much is the parking fee?

    The parking fee is P50 for the first 3 hours and an additional P10 for every succeeding hour. The parking fee is paid to SM parking services.


    20) Where is the store entrance located?

    The store entrance is located at MOA Square level 2. You may take the link bridge that connects Mall of Asia (south wing) to IKEA.


    21) How do I bring my purchases home?

    You may opt for a delivery service after checkout at Level 3 or pick up your merchandise at the designated loading zones in the MOA Square carpark. Please be reminded that you cannot take trolleys outside IKEA. 


    22) Do I still have to book a slot to visit IKEA Pasay City?

    No, however, we’re limiting the number of customers in our stores based on store size to ensure a safe visit for everyone, which may lead to a queuing process to enter.

  • 1) What is the IKEA Catalog?

    IKEA Catalog 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 printed copy of the IKEA Catalog?

    IKEA Philippines will distribute a printed catalog to guide you on your shopping journey online or in-store. You may also browse our online brochures.

  • 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 over 50 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, you are invited to see our job openings.

  • 1) How do I check stock availability

    You can check the stock availability on the website by referring to the guide here.  Or, you can call our Customer Contact Center at +63 8888 IKEA (4532). Lines are open from Monday - Sunday between 10am - 10pm.1

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

    1Opening hours may vary in accordance with IATF restrictions.


    2) 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.


    3) 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 our service to you. 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.

    Learn more about our Cookie policy and Privacy policy.


    4) What do I do if I experience an error on the website?

    If you experience any issue during your visit to our website, please upgrade to the latest version of the browser. Or, contact us for further assistance.


    5) 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. 


    6) Is IKEA website profile different from IKEA Family profile?

    Yes, we would like to remind you that your IKEA Family log-in details are different from your log-in details at the IKEA website.

    To create an account, sign-up here. To create an IKEA Family account, sign-up here.

  • 1) How do I download IKEA Shopping app?

    You can download the IKEA Shopping app for free via Google Play (Android) or Apple App Store (iOS)


    2) Is IKEA Shopping app compatible with my phone? 

    The IKEA Shopping app works on both Android and Apple devices. 


    3. Can I make a purchase via IKEA Shopping app?

    Yes, you can make a purchase using the IKEA Shopping App. Check out this quick guide on how to shop via the IKEA Shopping app.


    4. How do I use IKEA Shopping app?

    In IKEA Shopping app, you can browse the range, check on the stock availability, purchase the available products, and others. Please click here for our guide on how to use the IKEA Shopping app.


    5. How do I check stock availability in IKEA Mobile app?

    You can check the stock availability on the app by referring to the guide here. You can also call our Customer Contact Center at +63 8888 IKEA (4532). Lines are open from Monday - Sunday between 10 am – 10 pm.

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


    6. Where can I see the latest product and food offers in-store?

    To see the latest in-store campaigns and offers, simply click the Offers & Promotions on the home screen of the IKEA Shopping app. 


    7. Who do I contact if I experience an error on IKEA Shopping app?

    Please contact the Customer Contact Center at +63 8888 IKEA (4532) if you experience an error on our IKEA Shopping app. Lines are open from Monday - Sunday between 10 am – 10 pm. You can also write to us at customerservice.ikeaph@ikano.asia for assistance. 


    8. Can I apply for job availability via IKEA Shopping app?

    No, unfortunately you can't apply for job availability via the IKEA Shopping app. However, you may click here to see our latest job opportunities.


    9. Why is the mobile app not loading?

    Please ensure to select the country (Philippines) and language in Settings to start shopping from your mobile app. 

You might also like