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FAQ

Most Frequency Questions:

I'am IKEA FAMILY MEMBER or I'am IKEA FAMILY MEMBER but forgot password: Go to the logon page on the website, click ‘forgot password’, then enter your email address or mobile phone and our system will send the new password to your mailbox or mobile phone.
I'am not IKEA FAMILY MEMBER: You need to have your mobile phone number and email address when you register on the IKEA website. Please secure a correct email address in order to receive the digital receipt to your registered email inbox if you placed an order online. The account you registered on Shanghai Intermediate eCommerce website cannot be used for IKEA website, please register a new account.

Please log in to the IKEA website from a PC device www.IKEA.cn (not mobile device m2.ikea.cn), go to the “log in” page and choose “Forgot password”. You can follow the information to choose email or short message (SMS) to receive the new password set by the system, and then please log in again and reset your password afterwards. In order to secure the safety and security of your online account, please do not share the content of the email or SMS with new password.
If you need any support, please contact IKEA customer support centre through online chat or by calling the hotline.

Please make sure that the phone number you are using now is the same as the one you used to register your IKEA FAMILY card, if they are not the same, you can directly visit our IKEA FAMILY website:
Choose ‘updating personal information’ to change. please contact our customer service if you need other support.

Currently, Online delivery area covered 149 cities in China. We provide parcel delivery and truck delivery in 149 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.
It is the peak period during Nov 29th to Dec 23rd, 2018. The delivery lead time maybe a little bit longer. Sorry for the inconvenience!
For more detail information please refer to delivery service page.

We offer assembly service in 149 citied in China.
Choose assembly service then 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.

IKEA service supplier will contact you one hour 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.

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.

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.

IKEA APP can not receive orders right now. If you wish to purchase online, please log on to our official website with your phone and order directly.

Within 60 days (IKEA FAMILY member within 365 days), you have the products in good condition, together with the original package and original receipt or invoice, we will refund you the same way as you have paid. Bank card and bank card POS receipt are needed if you have paid in this way.
Sorry, we cannot accept exchange or return of food, plants, AS_IS products, customized products, household electric equipment and all products that have already been cut, sewed or painted.
* The exchange and return policy above applies only to the products purchased from IKEA stores in mainland China.
How to return:
• “Product in good condition” means products could sell again as normal commodity, which are not damaged or deformed, no stains, not been washing or used.
• You can apply return through online chat. IKEA offer home collection service for return with IKEA appointed the 3rd party supplier. You can also arrange your prefer transportation supplier to pick up goods from your home. Please contact with IKEA co-worker to confirm the return location. When the returned products arrived at IKEA, we will issue refund within 7 working days. You will get money refund through the original payment methods.
• If you want to return the online purchased products at physical IKEA stores, please bring the products together with original package and the digital receipt, to store exchange & return department for apply service.
• It is helpful to keep the original product package and delivery boxes for couple of weeks in case you need to package the products for return.

Prepare for shopping:

I'am IKEA FAMILY MEMBER or I'am IKEA FAMILY MEMBER but forgot password: Go to the logon page on the website, click ‘forgot password’, then enter your email address or mobile phone and our system will send the new password to your mailbox or mobile phone.

I'am not IKEA FAMILY MEMBER: You need to have your mobile phone number and email address when you register on the IKEA website. Please secure a correct email address in order to receive the digital receipt to your registered email inbox if you placed an order online. The account you registered on Shanghai Intermediate eCommerce website cannot be used for IKEA website, please register a new account.

Please log in to the IKEA website from a PC device www.IKEA.cn (not mobile device m2.ikea.cn), go to the “log in” page and choose “Forgot password”. You can follow the information to choose email or short message (SMS) to receive the new password set by the system, and then please log in again and reset your password afterwards. In order to secure the safety and security of your online account, please do not share the content of the email or SMS with new password.

If you need any support, please contact IKEA customer support centre through online chat or by calling the hotline.

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.

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.

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.

IKEA APP can not receive orders right now. If you wish to purchase online, please log on to our official website with your phone and order directly.

About Payment:

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.

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.

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.

About Delivery and Assembly Service

Currently, Online delivery area covered 149 cities in China. We provide parcel delivery and truck delivery in 149 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.
It is the peak period during Nov 29th to Dec 23rd, 2018. The delivery lead time maybe a little bit longer. Sorry for the inconvenience!
For more detail information please refer to delivery service page.

We offer assembly service in 149 citied in China. Choose assembly service then 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.

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.

IKEA service supplier will contact you one hour 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.

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.

About Invoice

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.

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

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.

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.

About After Sales Service

Within 60 days (IKEA FAMILY member within 365 days), you have the products in good condition, together with the original package and original receipt or invoice, we will refund you the same way as you have paid. Bank card and bank card POS receipt are needed if you have paid in this way.

Sorry, we cannot accept exchange or return of food, plants, AS_IS products, customized products, household electric equipment and all products that have already been cut, sewed or painted.

* The exchange and return policy above applies only to the products purchased from IKEA stores in mainland China.

How to return:

• “Product in good condition” means products could sell again as normal commodity, which are not damaged or deformed, no stains, not been washing or used.

• You can apply return through online chat. IKEA offer home collection service for return with IKEA appointed the 3rd party supplier. You can also arrange your prefer transportation supplier to pick up goods from your home. Please contact with IKEA co-worker to confirm the return location. When the returned products arrived at IKEA, we will issue refund within 7 working days. You will get money refund through the original payment methods.

• If you want to return the online purchased products at physical IKEA stores, please bring the products together with original package and the digital receipt, to store exchange & return department for apply service.

• It is helpful to keep the original product package and delivery boxes for couple of weeks in case you need to package the products for return.

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.

IKEA will handle money refund within 7 working 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.

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.

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.

About IKEA FAMILY

You can register as an IKEA FAMILY member through the online register channel step by step. After successful registration you can enjoy the IKEA FAMILY members’ benefit immediately. If you want to have a physical IKEA FAMILY card, please bring your personal ID card to the nearest IKEA store, scan the ID card on the computer on the “IKEA FAMILY Registration” service desk and print out the card according to the guideline.
IKEA FAMILY Member register online.
More Information about IKEA FAMILY.

You could send a text message with the content “CH, Name" to number 15901660007 (the name and your phone number must coincide with the registration information), and you will receive a reply with your member card number. Or you can subscribe to IKEA FAMILY WeChat official account and bind your member card, then you can check your IKEA FAMILY member card in ‘Cards and Offers’ (in Chinese only).

You can get a new physical card with the same card number in an IKEA store card machine and it is free of charge.

Please make sure that the phone number you are using now is the same as the one you used to register your IKEA FAMILY card, if they are not the same, you can directly visit our IKEA FAMILY website:
Choose ‘updating personal information’ to change. please contact our customer service if you need other support.

I'am IKEA FAMILY MEMBER or I'am IKEA FAMILY MEMBER but forgot password: Go to the logon pageon the website, enter FAMILY card number and click ‘forgot password’, then enter your email address or mobile phone and our system will send the new password to your mailbox or mobile phone.

The account you registered on Shanghai Intermediate eCommerce website cannot be used for IKEA website, please register a new account.

Please secure a correct email address in order to receive the digital receipt to your registered email inbox if you placed an order online.