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FAQ

Three IKEA workers
Three IKEA workers

Top Questions

1. How can I know the delivery scope and delivery fee?

Currently, Online delivery area covered 227 cities in China. We provide parcel delivery and truck delivery in 227 cities. You can check your delivery area availability and delivery fee by filling in address and zip code at shopping cart page with products added.
For more detail information please refer to delivery service page.

2. How to book assembly Service?

IKEA offer two kinds of assembly service within delivery areas in China.
Book assembly service via platform "Wanshifu": Please place an order first, then scan QR code with wechat to book assembly service on the platform.

Book IKEA assembly service: Choose the assembly service in shopping bag and place an order first, IKEA customer service will contact with you to confirm assembly service fee and service time based on products you had already bought.

For more detail information please refer to assembly service page.

3. How to track my delivery order online?

IKEA service supplier will contact you three hours before the promised time, to secure your availability to receive the delivery goods. For delivery order status, you can follow the status which is updated in “My order” page online, contact with IKEA through online chat.

4. How can I apply for tax invoice?

* Due to invoice system upgrading, currently you can only use Alipay to scan the QR code in the Email sent to you for invoice.

When shopping at IKEA online: You can receive order confirmation with digital receipt by email after completed online purchase. Scan the QR code in the right corner of your digital receipt and apply the electronic invoice or VAT special invoice yourself according to the system guideline. The VAT invoice will be sent out separately from your products after 15 days from your payment time.
When shopping in an IKEA store: You can apply for electronic invoice yourself by scanning a QR code at the bottom of your receipt. Or you can bring your company invoice information to IKEA Store Invoice Desk to apply for special VAT invoice.

5. How to check online product stock?

After filling in address and zip code in shopping bag page, the availability of the items show. If you are reminded that ”the product is out of stock" in shopping bag, it means that the product is out of stock in this area, you can buy in retail store after checking the stock on the website or move to wish list and buy later.

6. How to return?

Return policy

7. How to contact IKEA customer service?

please click the chat button on the right to start a conversation or contact customer service by phone: 400-800-2345.
Agency service time: Monday – Sunday: 09:00-18:00

Prepare for shopping

1. Is the product price the same in IKEA stores and in IKEA online shop?

Normally, the product price is the same between IKEA online shop and physical IKEA stores. Sometimes, the price can differ, for example when IKEA stores have a local activity. When shopping and paying online, the online price is the valid price.

2. Is the product price the same in IKEA stores and in IKEA online shop?

Every effort is made to maintain the availability of the items shown in the IKEA catalogue and on the IKEA website. If you are reminded that ”the product is out of stock"" in shopping bag, it means that the product is out of stock in this area, you can buy in retail store after checking the stock on the website or move to wish list and buy later.

3. How to check online product stock?

After filling in address and zip code in shopping bag page, the availability of the items show. If you are reminded that ”the product is out of stock" in shopping bag, it means that the product is out of stock in this area, you can buy in retail store after checking the stock on the website or move to wish list and buy later.

4. How to check online product stock?

After filling in address and zip code in shopping bag page, the availability of the items show. If you are reminded that ”the product is out of stock" in shopping bag, it means that the product is out of stock in this area, you can buy in retail store after checking the stock on the website or move to wish list and buy later.

5. What product guarantees and warranties does IKEA offer?

IKEA meets local country legal compliance requirement on the product guarantees. Furthermore, IKEA commits 5 years, 10 years, 15 years or 25 years guarantee for specific IKEA product range. For more information, you can refer to Product Guarantees & Warranties page for details.

Payment

1. What payment methods does IKEA accept?

When paying in IKEA stores, you can pay with Cash, Alipay, Wechat Pay, credit and debit cards including VISA, MasterCard and Union Pay, Apple Pay, Check, IKEA gift card and IKEA refund card.
When paying at IKEA online, you can pay with Alipay, Wechat Pay, credit and debit cards including Union Pay.

2. What if the payment amount is over the limitation when I shop online?

There is payment amount limitation regardless if you use Alipay, Wechat Pay or credit and debit cards, including Union Pay. If your order amount is over the limitation, you can contact the service hotline for your personal bank, Alipay or Wechat Pay for help. Increase account quotas temporarily, or transfer money to payment platform wallet.

3. What if I experience payment error online?

Top reasons for payment error and solutions:
• It may happen that your bank card does not have e-bank functionality. Please inquire with your local bank service centre for more details.
• It may happen that your bank card has payment limitation on specific regions. Please try another bank card.
• It may happen that your bank card is expired, invalid, reported as lost, or has insufficient funds. Please inquire with your local bank service centre for more details.
• It may happen that the external payment system have date transfer deviation. Please refresh the website and try again later.
• It may happen that your account has payment amount limitation. Please contact your payment solution service centre, to inquire about alternative solution, e.g. increase quotas temporarily.
• It may happen that the website is facing payment peak time. Please close the website and try your payment again later.

Delivery and Assembly Service

1. How can I know the delivery scope and delivery fee?

Currently, Online delivery area covered 227 cities in China. We provide parcel delivery and truck delivery in 227 cities. You can check your delivery area availability and delivery fee by filling in address and zip code at shopping cart page with products added.
For more detail information please refer to delivery service page.

2. How to book assembly Service?

IKEA offer two kinds of assembly service within delivery areas in China.
Book assembly service via platform "Wanshifu": Please place an order first, then scan QR code with wechat to book assembly service on the platform.

Book IKEA assembly service: Choose the assembly service in shopping bag and place an order first, IKEA customer service will contact with you to confirm assembly service fee and service time based on products you had already bought.

For more detail information please refer to assembly service page.

3. How can I change the delivery or assembly service time after payment?

It is best to receive the delivery goods and finish the assembly service according to the time you booked. However, if you need to change the delivery or assembly service time for personal reasons, please contact IKEA customer support centre at least one day before the initial delivery time. Then choose a new service time, based on availability, to finish the delivery or assembly service, normally within 7 days after the original booked date. Any changes need to be confirmed with IKEA customer support centre.

4. How to track my delivery order online?

IKEA service supplier will contact you three hours before the promised time, to secure your availability to receive the delivery goods. For delivery order status, you can follow the status which is updated in “My order” page online, contact with IKEA through online chat.

5. What IKEA can do for me if there is delivery missing, error or damaged?

We are very sorry if this happened to you. Please leave message on the delivery note with product status, and contact IKEA customer support centre through online chat or service hotline 400-800-2345. Through the order number and product information, IKEA will arrange a 2nd time delivery or any other appropriate after sales service for you to solve the issues as soon as possible.

Invoice

1. What invoice type does IKEA offer?

IKEA offers Electronic invoice and Value Added Tax invoice. Notice: 1) one order can only have one type of invoice. 2) IKEA offers invoice specification for purchased products or services. 3) The invoice value cannot be higher than order amount. 4) The order amount cannot be calculate in invoice value when it is paid by IKEA voucher, gift card or refund card.

2. Can I have invoice for delivery or assembly etc. for Business service offer?

Yes. We trigger the delivery and assembly service offer in the invoice within the same order when you purchase together.

3. How can I apply for tax invoice?

When shopping at IKEA online: You can receive order confirmation with digital receipt by email after completed online purchase. Scan the QR code in the right corner of your digital receipt and apply the electronic invoice or VAT special invoice yourself according to the system guideline. The VAT invoice will be sent out separately from your products after 15 days from your payment time.

When shopping in an IKEA store: You can apply for electronic invoice yourself by scanning a QR code at the bottom of your receipt. Or you can bring your company invoice information to IKEA Store Invoice Desk to apply for special VAT invoice.

4. What if there is wrong information on the invoice after it has been issued?

If the mistake on the invoice title is made by IKEA, such as details content or amount, please contact IKEA within 30 days after invoice issued, we will correct the information and deliver a new invoice to you soon.

After Sales Service

1. How to return?

Return policy

2. Can I have invoice for delivery or assembly etc. for Business service offer?

Customer can apply for return online, and IKEA offers return with home collection and back to the nearest IKEA store. If the reason for return is customer change of mind, then the customer needs to pay for return delivery fee. If the return is due to a fault of IKEA, all the reasonable return delivery cost will paid by IKEA.

3. When I can receive my money refund online?

IKEA will handle money refund within 7 days back to your original payment methods after receiving the return goods in the right condition. You can check the refund status through your payment methods service platform or check your account accordingly.

4. What service does IKEA offer if the products have quality issues?

When experiencing product quality issues, you can bring the goods back to an IKEA store Exchange & Returns Desk to have after sales service. We can also offer the home collection return service for you, especially when it concerns large furniture. Within the product guarantees, you can enjoy the after sales service for free.

5. When can I find Product recall information on your website?

If IKEA issues any product recall, IKEA will first communicate the product recall information on the IKEA website with details and offer you the appropriate solution to solve your problem as soon as possible. You can find the Recall information in the News and Important information banner on the IKEA website home page.

6. How to contact IKEA customer service?

Please click the chat button on the right to start a conversation or contact customer service by phone: 400-800-2345.
Agency service time: Monday – Sunday: 09:00-21:00

7. Online complaint & advice

If you have any advice, please click the chat button on the right to start a conversation. Thanks for your understanding and support!

Can not find your answer? Please contact us

Chat

Chat

Didn’t find the answer in the FAQ?

Chat service time: Monday – Sunday: 09:00-21:00

Click the Chat button to start a conversation.

Phone

Phone
400-800-2345

Voice response service time: 7*24 hours

Agency service time: Monday – Sunday: 09:00-18:00

E-mail

E-mail

Email us anytime and we’ll get back to you within 48 hours.

Please offer your name, contact phone number and the city you live. Please share product photos if you ask for after sales service.

IKEA Customer Service E-mail address: CS.CNIKEA@IKEA.COM