Online Shopping Policy

Refund Policy

No-nonsense returns policy

If you are not entirely satisfied with your purchase, simply return both the original sales receipt/invoice receipt and the unused item in its original package in order to effect an exchange or refund within 90 days of the date of the sales receipt.

Refunds will be issued in the same method of payment as the original payment. We regret that we cannot accept returns for previously assembled items, plants, customized kitchen sets, damaged glassware, pots, mirrors, unwrapped mattresses, bed linens (linens, quilts, pillows, and mattress pads), cut fabric, cut blinds, light bulbs, AS-IS items, food items or items damaged after acknowledgment of receipt.
 

What do I do if I want to cancel or return my order?

When you place an order through IKEA Shop Online for an IKEA product, you can cancel your order before the delivery confirmation was done by our Customer Service Team via phone and we will provide a full refund of the price of the goods and any delivery and other charges which you have incurred.
 

Why do we only refund to the same payment card?

It is a condition of the card schemes (VISA, Mastercard and Maestro) that all refunds must be processed on the same card used to make the original payment. This is to help reduce fraudulent activity. IKEA must comply fully with all card scheme rules in order to be able to accept these card types.
 

How to cancel?

If you wish to cancel an order, you just need to let us know that you have decided to cancel. You can call us on 021-2985 3900 or email us at cs@ikea.co.id.
 

What happens if I have missing or damaged products?

Missing products will be identified on the day of delivery by our delivery team who will contact our customer service team. However with large orders you may find a product missing after the delivery team has left. Please contact us and we will resolve the problem as soon as possible.

As with missing products our delivery team will be able to identify any damaged products on the delivery of your order. The drivers will inspect the damaged item to see if the damage is superficial, for example, with the packaging and discuss with you how you wish to proceed. If it is clear that the product has been damaged then the delivery team will contact our customer service team who will resolve the problem for you.
 

Returning your goods

If the goods have been delivered to you and you decide to change your mind, you must return the goods to us without delay and in any event not later than 90 days of the date of the sales receipt. We will make a full refund for everything that is still in its unopened packaging. Your delivery charge and handling fee will not be refunded.

If you would like to return the goods yourself, you can take them to IKEA Alam Sutera or IKEA distribution points nearby you. You will need to take all of the goods you are returning, together with a copy of your Order Acknowledgment email, delivery receipt and the payment card with which you paid for the goods.

To arrange collection of the unwanted goods please contact IKEA Shop Online at 021 2985 3900. Please have your order number and delivery receipt in hand. We will then arrange for your unwanted goods to be collected by an IKEA representative. A collection fee for the cost of returning the goods will apply.

Please be informed that you need to return the unused item in its original package in order to effect an exchange or refund. You are responsible for the cost of returning the goods, unless the goods are faulty or not as described, in which case we will refund any reasonable costs you incur in returning the item to us. If you are returning your goods because they are faulty or incorrect, no collection fee will be charged.

We regret that we cannot accept returns for previously assembled items, plants, customized kitchen sets, damaged glassware, pots, mirrors, unwrapped mattresses, bed linens (linens, quilts, pillows, and mattress pads), cut fabric, cut blinds, light bulbs, AS-IS items, food items or items damaged after acknowledgment of receipt.

Taking reasonable care of the goods. You agree to take reasonable care of the goods from the time that they are delivered to you until the time that they are returned.
 

Conditions of collection

Collection of the goods will only take place from the delivery address to which they were delivered and will be subject to the following conditions:

• You agree to provide IKEA Shop Online with as much detail as possible of relevant features of the delivery address which floor the items are to be collected from, whether there are any narrow doors etc. in order to help our representative prepare for the collection;
• You agree to ensure that there is suitable access to the chosen collection location; 
• If our representative reasonably considers that collection from the room of your choice is likely to cause damage to the goods or to your property, they will inform you and record this concern on the collection document. You may instruct our representative to collect the goods in spite of such concern but we will not be liable for any damage caused to your property or to the goods as a consequence of us attempting collection on your instructions (provided that reasonable care is taken in collecting the goods); 
• You agree to give our representative all goods which are being returned, including all component parts of such goods and all related items or accessories (and if possible the original packaging) which are included in the price of the goods being returned;
• A collection document must be signed by you to confirm that the collection has taken place. The collection document will be provided by the representative who comes to collect your goods;

If you are not personally available to accept delivery of the goods you may appoint a representative to do so on your behalf. The representative must be an adult capable of supervising collection on your behalf, and you agree that we will be entitled to rely on the representative's instructions as if they were your own.
 

Refunding your money

Refunds are made to the credit or debit method that was used to pay. They will include the cost of products returned to us and delivery charges, after any relevant deductions. For example, if you have requested a collection because you have changed your mind; then we will deduct the collection charge from your refund.
 

Peace of mind

When you place an online order via the IKEA website, you must first consent to our company storing your personal information. This information is transmitted securely over the Internet using the latest SSL technology.

The personal information collected is done to enable us to send you the items you have ordered and to validate your identity, as well provide us with a way to get in touch with you if the need should arise.

We follow strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorised access. We do not pass on, trade or sell your personal information to anyone.

IKEA does not retain your credit card details in any form, electronic or otherwise. You will have 'Peace of Mind' regarding the security of your details.
 

Payment

What methods of payment can I use?

We accept the following payment method at Shop Online:

Why do we need your card security code?

We ask for the security code from your payment card to prevent the fraudulent use of your account. This is printed on your card but is not embossed or in the magnetic strip, so only the person in possession of the card should know the code.
 

How do I make a payment in the website?

When you are ready to proceed to the Checkout, follow the steps given, so that we can confirm all your details, including payment authorisation. We will then acknowledge your order by email.
 

How can I be sure that shopping online with IKEA is secure?

IKEA is committed to ensuring that your personal details will be kept safe at all times and has a number of fraud prevention measures in place. You will be asked to provide information to ensure that your card is not being used fraudulently online.
 

Verified by VISA and Mastercard SecureCode (collectively known as 3d Secure)

 

Privacy policy

You will also be asked to read our privacy policy which explains that any details given to IKEA are secure. Read our privacy policy.
 

What if my card is declined?

IKEA will only decline a transaction on the advice of your issuing bank. It may be that you have insufficient funds in your account, that your card has been blocked because of unusual or suspicious activity, or that the details you have provided do not match those held by your issuing bank. In each case, you should contact your card issuer in the first instance to try to resolve the problem or use an alternative payment method.
 

Why do we only refund to the same payment card?

It is a condition of the card schemes (VISA, Mastercard and Maestro) that all refunds must be processed on same card as the original payment was made in order to help to reduce fraudulent activity on cards. IKEA must comply fully with all card scheme rules in order to be able to accept these card types.
 

Data protection

We are only able to talk to the person who placed the order. If you wish us to talk to someone else on your behalf regarding your order, for example a family member, then please contact us and we will add their details to your order.