Fresh home furnishing ideas and affordable furniture - IKEA

FAQ

Top Questions

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

    Currently, Online delivery area covered 301 cities in China. We provide parcel delivery and truck delivery in 306 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 offers two kinds of assembly services 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: Place an order first, then choose the assembly service in shopping bag , IKEA customer service will contact 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 For delivery order status, you can check details on Wechat mini-program ‘IKEA Family’.  For online orders, the delivery status is updated in “My order” page online, and you can 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 will receive the order confirmation with digital receipt by email after completing online purchase. Scan the QR code in the right corner of your digital receipt and apply the electronic ordinary 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 ordinary 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 on shopping bag page, the availability of the items would 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  product details page or move to wish list and buy later.

  • 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. 

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

    Chat service time: Monday – Sunday: 09:00-22:00

Prepare for shopping

  • 1. Are the prices at online store the same as those in-store?

    Normally, the product price is the same in both IKEA online shops and physical IKEA stores. Of course, there may be promotional offers available exclusively for selected stores from time to time. When shopping and paying online, please refer to the online price.

  • 2. What if the product is out of stock?   

     The availability of the items is shown 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 product details page  or move to wish list and buy later.

    Please note that there may be a small delay in updating the inventory numbers online and the final stock availability is subject to a final check by the system just before the payment stage.

  • 4. What product guarantee policy does IKEA offer?

    IKEA meets local country legal compliance requirement on the product guarantees. The extent of the guarantee given for each product is described alongside each product below. 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 page for details.

Payment

  • 1. What payment methods does IKEA accept?

    When shopping in offline 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 shopping at IKEA online, you can pay with Alipay, Wechat Pay, and Union Pay.

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

    There is a payment amount limitation for all payment methods. If your order amount is over the limitation, please contact the service hotline of your bank, Alipay or Wechat Pay for help. You may increase your payment limit temporarily, or transfer money to the payment platform wallet by installments.

  • 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 balance. Please inquire with your local bank service centre for more details.

    • It may happen that the external payment system has date transfer delay. 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 solutions, e.g. increase payment limit 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 301 cities in China. We provide parcel delivery and truck delivery in 306 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 offers two kinds of assembly services 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.

    Place an order first, then choose the assembly service in shopping bag, IKEA customer service will contact 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?

    We suggest you receive the delivery goods and finish the assembly service according to the booked time. 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. We would help you choose a new service time based on availability. Please note that the new book date should normally be within 7 days after your original booked date. Any changes need to be confirmed with IKEA customer support centre.

  • 4. How to cancel the delivery service?

    If you bought through IKEA websites, IKEA app, or Wechat mini-program:

    You can cancel the delivery through ’My Order’ page before the products sent. If your order is dispatched, please contact our customer service online or call ‘400-800-2345’ at least one day before the delivery date.

    If you bought at IKEA offline stores:

    Please contact our customer service online or call ‘400-800-2345’ at least one day before the delivery date.

  • 5. How to track my delivery order online?

    IKEA service supplier will contact you three hours before the promised time. For delivery order status, you can check details on Wechat mini-program ‘IKEA FAMILY’.  For online orders, the delivery status is updated in “My order” page online, and you can contact with IKEA through online chat.

  • 6. What if the product items have defects or are damaged upon arrival?

    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.    By providing your 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 ordinary invoice and Value Added Tax invoice. Notice: 

    1) one order can only have one type of invoice.

    2) IKEA only offers detailed invoice for purchased products or services.

    3) The invoice value cannot be higher than order amount.

    4)   Invoice could not be provided when paid by IKEA voucher, gift card or refund card.

  • 2. Can I have invoice for delivery or assembly service?

    Yes. The delivery and assembly service would be shown in the same invoice with your product order together.

  • 3. 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 will receive the order confirmation with digital receipt by email after completing online purchase. Scan the QR code in the right corner of your digital receipt and apply the electronic ordinary 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 offline store: You can apply for electronic ordinary 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 is made by IKEA, such as wrong titles, details content or amount, please contact IKEA within 30 days after the invoice issued, we will correct the information and deliver a new invoice to you soon.

After Sales Service

  • 1. Under what circumstances can I return or exchange my products?

    Within 60 days (IKEA Family member within 365 days), you have the products in good condition, and original receipt ( e.g. Store receipt, ISELL No. from IKEA Family etc.) and invoice (if issued), we will refund you via the original form of purchase. Bank card and POS receipt are needed if you have paid in this way.

    Sorry, we do not accept return of food, household electric equipment, special custom-made products for which a separate agreement is signed prior to purchase, and all products that have already been cut, sewed, or painted.

    * The return policy above applies only to the products purchased from IKEA stores, IKEA China website (ikea.cn), IKEA mobile application (IKEA App), IKEA WeChat mini-program, IKEA Tmall store in mainland China.

    Tips:

    1)The term "in good condition" means that the goods are undamaged, stain-free, undistorted, unwashed and without signs of use. Food, household electronics, special custom-made products for which a separate agreement is signed prior to purchase, and cut/painted articles are not included in the Change of Mind returns.

    2) We highly suggest you keep the original packaging to ensure no damage occurred in the return delivery.

    Return methods:

    1) Contact IKEA customer service through chat or phone to ask for a return. You can send back the products to us by our collaborated suppliers, or you are free to choose other delivery companies. The delivery fees for return should be paid by customers. After IKEA received the returned goods and confirm the goods' conditions, we would finish the refund process within 7 working days. We would give you the refund by the same method as your original payment.

    2) If the products are bought online, you can choose to return by taking your goods to the nearby IKEA stores yourself. Please take intact products, original packaging and purchase receipt (For payment made with credit card, please bring the concerned credit card with you.) to offline stores to make the refund.

  • 2. Do I need to pay the refund delivery fees?

    If you contact IKEA customer service center to ask for a return, and you need IKEA to collect your products from your place, the products would be returned to assigned stores. If the return happened because you change your mind, you will have to afford the delivery fees. If the return happened because of product quality issues or other reasons caused by IKEA, we would be responsible for the delivery fees.

  • 3. How to cancel my order before I receive my goods?

    If you bought online through IKEA websites/ APP/ Wechat mini-program:

    You can cancel your order on ‘My Order’ page before your order is sent. If your order is dispatched, please contact us at least one day before the original scheduled date.

    If you bought at IKEA offline stores:

    You can contact IKEA customer support center by chat or call ‘400-800-2345’ to cancel your order.

  • 4. How to track the refund status?

    After we received your returned products and confirmed the product conditions, we would give you the refund by the same method as your original payment within 7 working days. You can track and trace your refund process on your original payment platform.

  • 5. 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.

  • 6. Where can I find product recall information on your website?

    If IKEA issues any product recall, IKEA will first announce the product recall information on the IKEA website with details and offer you the appropriate solution to solve your problem as soon as possible. The recall information can be found on IKEA news at the bottom of our official website. 

  • 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. 

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

    Chat service time: Monday – Sunday: 09:00-22:00

  • 8. Online complaint & advice

    If you have any advice, please click the chat button on the right to start a conversation. We offer various contact methods for you:

    E-mail: cs.cnikea@ikea.com

    Online chat: yellow icons on the right of web page and APP

    Service hotline: 400-800-2345 

    Thanks for your understanding and support!

Can not find your answer? Please contact us

Chat

Didn’t find the answer in the FAQ?

Chat service time: Monday – Sunday: 09:00-22:00

Click the Chat button to start a conversation.

Phone
400-800-2345

Voice response service time: 7*24 hours

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

E-mail

Email us anytime and we’ll get back to you within 24 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

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