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Online Shopping Service: Terms of Service

Thank you for shopping online and please note the following:

1. In case our booking system could not find an available time for your order, we will call / email you within 3 days from the order date to arrange for the delivery.

2. Once online order is confirmed, you may not add item or combine the delivery with any other purchases made from store or online. 

3. We may invite you to conduct a short survey by phone or email. 

4. Delivery Arrangement

4.1. If you select Delivery Service, goods will be delivered within 7-14 working days (except Hong Kong Outlying Islands) from the order date, final delivery date is subjected to actual situation. 

4.2. All deliveries shall be completed within 30 days from the order date. If the delivery cannot be arranged within the said period, you will receive an email/SMS notification for order cancellation and refund arrangement. 

4.3. Assembly service must be used together with the delivery services and must be carried out at the same address as the delivery address for the order. 

4.4. Assembly service is strictly limited to IKEA products only.

4.5. Assembly service is not applicable for kitchen and bathroom areas. 

4.6. Off-ground wall-mounting service is not available for online sales. 

4.7. For large furniture items, such as bed frames and wardrobes, if our service provider is unable to provide assembly service due to insufficient assembly space, customer can choose self-assembly or return item(s); uncompleted assembly service fee will be refunded. 

4.8. For customer who purchased product with a restraint kit and selected assembly service, our service provider will mount the furniture to the wall for preventing tip-over accident. If customer refuses the safety-wall mounting assembly, our service provider would not able to provide assembly service. Customer can choose self-assembly or return item, and uncompleted assembly service fee will be refunded. 

4.9. Delivery service is not applicable to restricted areas, road which prohibit truck weighted 5.5 tones or above, exhibition, hotel, apartment under renovation, boat house / boat, construction site, container terminal, addresses where goods delivery have to go through the balcony, and other select areas – please contact us if you would like more details. 

4.10. For buildings without lift or where product(s) can only access through staircases, there will be additional delivery charge of HK$50 per floor, up to 8 floors. 

4.11. Once online order is confirmed, it is NOT POSSIBLE to: 
  • change the delivery method
  • combine the delivery with any other purchases from online or store
  • add new items and services to the original order
If you would like to add new items and/or services, please contact us to cancel the original order and place a new order via the website. We will arrange refund to the account of your original payment within 4 weeks.

4.12. If you would like to reschedule the order, please email schedule@IKEA.com.hk 5 days (Hong Kong) and 9 days (Macau) prior to the delivery day for our arrangement, otherwise HK$200 (Hong Kong) and HK$350 (Macau) will be charged as administrative fee. 

4.13. If you would like to amend the order (partial or full cancellation on items or service), your delivery will be rescheduled. 

4.14. Service covers addresses only within a 100m parameter of the unloading point. For addresses outside the prescribed scope, HK$300 surcharge is required. For outlying islands, charges are as follow: (a) HK$150 for delivery address between 50m and 100m; (b) HK$200 for delivery address between 100m and 200m; (c) HK$300 for delivery address for over 200m. (Charges will be collected and receipt will be provided by IKEA authorized delivery service provider) 

4.15. Delivery service may be delayed or suspended on days of bad weather conditions, serious flooding or blocked or closed roads. You will be contacted within 24 hours via SMS/phone for rescheduling of delivery and such delivery will be made within 7 days thereafter. 

4.16. Outlying Islands means: Lantau Island (areas accessible by the Tung Chung Road south of Shek Mun Kap Road on Lantau), Lamma Island, Cheung Chau and Peng Chau. 

4.17. If the delivery address is a ferry terminal, you must arrange your own drop off/pick up arrangement. 

4.18. There will be no refund of delivery fee for unsuccessful delivery due to an unattended recipient address upon arrival of goods at the scheduled time. Should delivery be rescheduled in such circumstance, re-delivery charges must be paid together with an administrative fee ($200 for Hong Kong or $350 for Macau). 

4.19. The person receiving the goods at your delivery address must be over 18 years of age and shall be deemed as your authorized representative. Any instructions/information provided and act done by such authorized representative shall be deemed instructions/information provided and act done by you. 


5. Merchandise Pick-up Service 

5.1. Online order can only be picked up at IKEA Macau & Hong Kong Island East Merchandise Pick-up Point. 

5.2. Any order amendment (including change to other delivery service, and cancel purchased items) is not applicable to Merchandise Pick-up Service. 

5.3. Please pick up goods within 7 days from receiving the SMS. Order would be deemed cancelled if it was not picked up within this period, the refund of goods will be reimbursed to the account of your original payment within 4 weeks. 

5.4. The Merchandise Pick-up Service may be delayed or suspended on days of bad weather conditions, serious flooding or blocked or closed roads. 


6. Office Parcel Delivery Service 

6.1. Office Parcel Delivery Service is only applicable to specific goods and delivery addresses. Delivery fee would be charged by the number of parcel boxes required.

6.2. Delivery time is from Monday to Friday (except public holidays), from 10:00 to 18:00. You may not specify the delivery date and time. 

6.3. Office Parcel Delivery Service is only applicable to office address in Hong Kong, excluding Tung Chung and Park Island, Discovery Bay and Outlying Islands, as well as restricted areas, road which prohibited truck weighted 5.5 tones or above, exhibition site, hotel, apartment under renovation, boathouse/ boat, construction site, container terminal, addresses where goods delivery have to go through the balcony. 

6.4. Outlying Islands means: Lantau Island (areas accessible by the Tung Chung Road south of Shek Mun Kap Road on Lantau), Lamma Island, Cheung Chau and Peng Chau. 

6.5. Any order amendment (including change to other delivery service and cancel purchased items) is not applicable to Office Parcel Delivery Service. 

6.6. There will be no refund of delivery fee on delivery failure due to an unattended recipient address upon arrival of goods at the appointed date. The refund of goods will be reimbursed to the account of your original payment within 4 weeks. 

6.7. Delivery service may be delayed or suspended on days of bad weather conditions, serious flooding or blocked or closed roads. You will be contacted within 24 hours via SMS/phone for rescheduling of delivery and such delivery will be made within 7 business days thereafter. 

6.8. The person receiving the goods at your delivery address must be over 18 years of age and shall be deemed as your authorized representative. Any instructions/information provided and act done by such authorized representative shall be deemed instructions/information provided and act done by you. 


7. Parcel Pick-up Service 

7.1. Parcel Pick-up Service is only applicable to specific goods and delivery addresses. Service fee would be charged by the number of parcel boxes required. 

7.2. If you select Parcel Pick-up Service, goods will arrive at the selected 7-Eleven® convenience store within 7 business days from the order date. Actual pick-up date would be confirmed via SMS sent by 7-Eleven®

7.3. Please pick up your order within 3 days from receiving the SMS. If the parcel is not picked up within this period, your order will be cancelled. The refund of the items will be returned to the same account of your original payment within 4 weeks. Service fee will not be refunded. 

7.4. The Parcel Pick-up Service may be delayed or suspended on days of bad weather conditions, serious flooding or blocked or closed roads. 


8. S.F. Express Pick-up Service 

8.1. Parcel Pick-up Service is only applicable to specific goods and delivery addresses. Service fee is charged based on the total weight of the order. Order weight is determined by the system record.

8.2. If you select S.F. Express Pick-up Service, goods will usually arrive at the selected S.F. Express Pick-up Store / Service Centre within 3 business days from the order date. Actual pick-up date will be confirmed via SMS sent by S.F. Express. 

8.3. Goods are to be picked up within 3 days upon receiving the SMS. Order will be canceled if goods are not picked up after 3 days, the refund of the items will be reverted to the same account of your original payment within 4-6 weeks. The paid service fee will not be refunded under this situation.

8.4. The S.F. Express Pick-up Service is provided by S.F. Express. It may be delayed or suspended on days of bad weather conditions, serious flooding or blocked or closed roads.

8.5. Upon collecting your order, please ensure you have collected all the packages and inspect the exterior packaging. Please report any external damage to S.F. Express.

8.6. If you would like to change the pick-up store, please contact S.F. Express directly. Relevant service fee may be charged by S.F. Express and will be borne by you. Please arrange payment directly with S.F. Express.


9. 30-DAY RETURN & EXCHANGE GUARANTEE 

9.1. If you are not satisfied with our products, you can exchange or return the new and unused products, together with the printed receipt, to any IKEA store or pick-up point within 30 days from the transaction date. You may also email online.sales@IKEA.com.hk to arrange for product return. Refunds will be processed to your original payment method. 

9.2. We cannot accept exchange or return of previously assembled, open packaging or damaged items, discounted display items, food and all products that have already been cut. 

9.3. Exchange and return are applicable for furniture items. 

9.4. Exchange is not applicable for home accessories items. Only return and refund would be applied. 

9.5. HK$200(Hong Kong, except outlying island) /HK$350(Macau) will be charged for onsite retrieval service. 

9.6. Refund would be settled in 4 weeks. Refund shall always be done through the same payment method as you purchased. If you paid by credit card, refunds will be processed to the original credit card; if you paid by gift card, refunds will be processed to the original gift card you paid with. 


IKEA reserves the right to amend or update this Terms of Service. In the event of conflict between the English and Chinese version, the English version shall prevail. For any other enquiry, please contact online.sales@IKEA.com.hk