FAQS

Are the IKEA stores open?

According to the specific situation of the Covid-19 virus taking place in the Metropolitan Area of Lisbon and following the instructions of the Portuguese authorities, the IKEA stores in Alfragide and Loures do not open as planned. However, on June 1^st we are waiting for you in Matosinhos, Braga and Loulé, ensuring all safety conditions. In the meantime, you can continue to find all the inspiration for your home in IKEA.pt.

Can I continue to buy at IKEA.pt?

Our website continues with the operation, so that you can find inspiration for your home, the most important place in the world. You can place your order and choose home delivery or click and collect.

How can I check if a product is in stock?

You can check stock availability on each product page and use the article number or name to search our website. You can select the store you want under “Shopping list”.

What are the available payment methods?

At IKEA stores, we accept cash, IKEA gift cards, debit/credit cards (Visa and MasterCard) AMEX cards, certified cheques and bank cheques.

For online shopping, you can pay by debit/credit card (VISA or MasterCard). Payment must be made in full, only after the online order is placed. If you don't have a credit card, you can use the MBNet service (for more information, please contact your bank). If the delivery date you choose is more than 6 days later, you can use an IKEA gift card or a Multibanco reference to pay.

When can I ask for a VAT refund and what do I need to do to get it?

If you shop at an IKEA store, you can ask for a VAT refund if:
- You have a national taxpayer identification number with a permit to ship goods to other countries/territories (outside the EU).
- You are resident in a country or territory outside the EU.
- You are resident in another country/territory and you will be taking your purchases with you.
- You are a customer resident in an EU country and operating a business in another member state and have a tax number registered in the VIES system.
For VAT refunds arising from a purchase in IKEA stores, send us your Export Certificate (CCE) or DAU (Exit Certificate for Shippers/Exporters), whatever the case might be, certified by the competent authorities, as well as the IBAN to which your VAT refund should be sent to.

Customers resident in another EU country should put the goods delivery address on the invoice, in the “delivery address” field, and present a letter confirming the delivery of the goods and the tax number.
If you take the goods with you as onboard luggage, you'll have to ask for a "TaxFreeWorldwide" receipt.
Once the documents have been validated, IKEA will refund the VAT paid by the customer, by issuing a credit note. The certificates and a copy of the original receipt should be sent to:
IKEA Portugal
Estrada Nacional 250
Rua 28 de setembro, Frielas
2660-001 Loures

What should I do if there is a mistake on my invoice or a second copy?

If the change is in your personal information, you can check the information for second copies of invoices available at the end of our contacts page.
If you found a mistake related to products or amounts, you can go to one of our stores, after their reopening on June 1^st, or contact us.

Can I cancel or change an online order?

If you want to reschedule the delivery date for your order or cancel it, check if this can be done automatically on our Track and manage your order page.

If this is not possible, contact us using the forms available and we'll do everything we can to help you, depending on the status of your order.

How can I return an article, given the current situation regarding Coronavirus?

You have 365 days to exchange or return any item, even if it has been assembled, provided it hasn’t been used and it is in resalable condition. Once our stores are reopened on June 1^st, you will be able to exchange your items again in accordance with our return policy.

Can I return an IKEA product to a different store?

After the reopening of our stores on June 1^st, you can return your purchases to a store other than the one of the original purchase. Find out more about our return policy.

Do IKEA products have a guarantee?

All products sold by IKEA have a guarantee valid for the legal period of two (2) years, beginning on the product purchase date. For some products, we offer free guarantees for a longer period, the IKEA guarantee of quality. Find out more about our guarantees here.

Can I return a mattress?

You can exchange your mattress for 120 days after purchase, provided it is not dirty, stained, marked or damaged. Just bring your unused mattress to an IKEA store, after their reopening on June 1^st and along with the original receipt, and we'll help you find the mattress that's best suited to you. Find out more about our mattress return policy here.

If I can't assemble a product, can you help me?

Our products come with simple instructions making them easy to assemble. You can download the assembly instructions (in PDF) from the product page, in the "Assembly and documents" section. However, you can also book our Assembly and Installation services. Find out more about our services offer.

Do you provide extra or replacement fittings?

You can ask for fittings missing from IKEA products to be sent to you. We will send these items directly to your home by post service. If your are missing spare parts from an item, you can request them through our available forms. Find out how under "Are you missing spare parts?" at the end of our contacts page.

The product I bought has a defective, damaged or missing part. What can I do?

Go to one of our stores, after they reopen on June 1^st, along with the original purchase receipt and we'll exchange it for you. Alternatively, you can return the entire product for us to replace it for you or to refund your payment.

The appliance I bought has stopped working properly. What can I do?

Make sure you have the number (8-digit code) of the IKEA product you need help with.
Then, check the last page of the product manual, where you can find the contact information for the party designated by IKEA to provide home appliance assistance in Portugal.
If you don't have the manual with you, you can search for the product using the article number or name in the search field at the top of the IKEA website. You can find the information document (in PDF) on the product page under ""Assembly and documents"". If you can't find your product, please contact us.

In face of the current situation regarding Coronavirus, is it still possible to buy online and receive at home?

You can continue to make your IKEA purchases in our online store, with the option of delivering your order in the comfort and safety of your home.

If you ordered online and wish to return an item, you can contact us up to 14 days after the delivery date or return the item in one of our stores, once they reopen in June 1^st, within 365 days in accordance with our return policy.

Do the deliveries comply with the social distancing security measures?

We have made some changes to our delivery process, making it contact-free. As a preventive measure, all home deliveries will be left at the entrance and will not require signature. Customers need to be physically present to accept the delivery.

Can I buy online and collect in the store?

By selecting the "Click and collect" service in your shopping bag, you can choose to collect your order at the IKEA store or at a collection point. Click and collect orders should be collected in the parking lot of the respective IKEA store, the use of a face mask or protective visor is mandatory so that you can collect your order. Know more about collection points here.

How much does it cost to have my products delivered to my home?

When you shop online, you can see the delivery cost before finalising your purchase, as soon as you insert your postcode.
This amount is calculated according to the value of the products being delivered and where they're being delivered to. Find out more about our Delivery service here.

Are all IKEA products available to be bought online?

Not all the articles sold at our physical stores in Portugal are available for online sale. However, the majority of the products sold in physical stores are also part of the IKEA online range.

Which products can I order for parcel delivery (CTT)?

CTT parcel delivery is limited according to product weight and size criteria. Find out more about CTT parcel delivery conditions here.

How long is the delivery time?

The delivery time can vary according to the type of delivery you choose. When you are making an online order, you can see our next available dates for delivery before your finalise the purchase, after introducing the postcode and confirming the total amount of your order.

Can I track my order?

You can track your order status. All you need is your order number (10-digit number on the sales request page) and the email or telephone number associated with it. Find out how here.

All of the products in my order weren't delivered. What should I do?

Contact us as soon as possible.

What happens if I can't pick up my order during the period selected?

If you can't pick up your order during the period selected, it will be returned. If this happens, the amount you paid for the products will be returned to you, but the service cost won't be returned.

What are the services that are still available?

Given the current situation, some of our services are temporarily unavailable. You can check our available services here.

How can I become an IKEA Family member?

You can join IKEA Family here. Membership is free and you can start using your card to take advantage of its offers immediately.

How can I change the information on my IKEA Family card or cancel my account?

You can update all your information, such as name, address, contact details, marketing preferences and interests in your personal profile in your IKEA Family account. To cancel your account, just log in and choose to cancel your IKEA Family membership at the bottom of your profile page.

What is the benefit for damage during delivery or assembly?

IKEA Family members benefit from a guarantee against accidental damage when transporting or assembling products, valid for any purchase. Just present your IKEA Family card when you make your purchase. In the event of accidental damage during delivery or assembly, go to the store within 14 days of your purchase, taking the damaged products, your IKEA Family card and your receipt with you. This guarantee only covers the damaged products, not their delivery.

How can I get in touch with IKEA?

You can contact IKEA Customer Service by phone, chat or using our available forms.