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Contact Us

Do you need help? Have any questions you would like answered? Do check out our FAQ page to see whether we are able to answer your questions!

If you have any further questions, please don’t hesitate to get in touch with us in the following ways – we will endeavor to respond to you as soon as possible.
ikea-contact-us


General enquiries

If you have any general enquiries or feedback, the best way would be to send an e-mail to enquiry@IKEA.com.hk; we will respond to you via e-mail or telephone call within 48 hours. To ensure a smooth and efficient response, we would be most grateful if you could include in your e-mail 

   • Sales order number for any after sales enquiries
         o For orders purchased through the store, this will be a 9 figure number with SS, KS, CS or TS as prefix
         o For orders purchased online, this will be a 9 figure number with WS as prefix
   • Photos for any product related enquires – particularly for product quality issues, exchange and returns etc.
   • The name and telephone number of who we should contact

Please note that if you would like to add / amend product items on your order, we are unable to help you process the order via telephone or e-mail*; we kindly ask that you visit the Customer Service counter at the IKEA store where you had made the original purchase along with the original sales order and invoice at least 4 days before the scheduled delivery or assembly. 

*Not applicable to online sales orders – please see “enquiries about orders placed online” section below.


Amendments to delivery or assembly orders

If you would like to make a change to the timing of your delivery or assembly order, or amend any personal contact details related to that order, please send an e-mail to schedule@IKEA.com.hk at least 3 days before deliveries to Hong Kong, or 7 days before deliveries to Macau; we will respond to you via e-mail or telephone call within 48 hours. We would be most grateful if you could include in your e-mail 

   • Sales order number for any after sales enquiries
         o For orders purchased through the store, this will be a 9 figure number with SS, KS, CS or TS as prefix
         o For orders purchased online, this will be a 9 figure number with WS as prefix
   • The name and telephone number of who we should contact
   • At least 2 preferred alternative time and date for delivery or assembly (if applicable) 

If you would like to reschedule delivery or assembly orders within 3 days in Hong Kong or 7 days in Macau, please visit the Customer Service counter at the IKEA store where you had made the original purchase along with the original sales order and invoice to cancel and reissue your order*. Please note that we will charge an administration fee of HK$ 200 for orders to Hong Kong, and HK$ 350 for orders to Macau. 

*Not applicable to online sales orders – please see “enquiries about orders placed online” section below.


Enquiries about orders placed online

For any enquiries about orders placed online, please send an e-mail to online.sales@IKEA.com.hk; we will respond within 48 hours via e-mail or telephone call. We would be most grateful if you could include in your e-mail 

   • Sales order number – which is a 9-digit number with WS as prefix
   • Photos for any product related enquires – particularly for product quality issues, exchange and returns etc.
   • The name and telephone number of who we should contact

We are unable to change or add products, or change fulfillment method on the original order. In these cases, you will need to cancel and place the order again online. Refunds will be made to the credit card used for purchase within 4-6 weeks. 
For cases with partial cancellation, we will also have to reschedule your service.


Customer hotline

Aside from e-mail, you can also make a call to our customer hotline for your enquiries. 

Customer hotline: (+852) 3125 0888
Macau customer hotline: 0800-347
Business hours: Monday to Sunday, 10:30am – 8pm