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FAQ

Store

IKEA does not offer custom-made furniture. However, you can always create your own unique look by mixing and matching different IKEA products that fit your style and needs.

Yes, you can return new or unused non-defective products within 365 days of receipt, or 3 days after the goods collection after delivery and unopened.

Please note that we can only process exchange and returns for product purchased through IKEA Hong Kong stores in Hong Kong. All refunds processed through IKEA stores in Hong Kong will be in Hong Kong Dollars.

And we can only process exchange and returns for product purchased through IKEA Macau stores in Macau. All refunds processed through IKEA stores in Macau will be in Macanese Patacas. Note depending on whether the goods are in transit, we may only be able to refund to you 3 days after the scheduled delivery date.

Unfortunately, it is not possible to transfer products from one store to another. Nevertheless, you can browse items on our online shop, purchase them, and choose either delivery service or a pick-up point using our convenient Click & Collect service.

Shopping online

Vi ber om ursäkt (that’s Swedish for we’re sorry!)​
The COVID-19 pandemic has impacted the productivity and distribution of global factories, causing a delay in the availability of our products in stores. We are working closely with our suppliers and hope to restock these items as soon as possible. At IKEA, we value your needs and are actively addressing any out-of-stock issues. Thank you for your patience and understanding.

Our goal is to showcase products with high availability online and on social media. However, we are aware that some products are very popular and can sell out quickly, making it difficult for us to adjust our marketing in time.

Unfortunately, it is not possible to transfer products from one store to another. Nevertheless, you can browse items on our online shop, purchase them, and choose either delivery service or a pick-up point using our convenient Click & Collect service.

You are able to check stock availability on each product page. For online or home delivery order, customers may refer to stock availability in our Warehouse. 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.

Leadtimes do vary, but typically the leadtimes for the home delivery service are between 4-7 days to both Hong Kong and Macau. For details of our delivery services, please click here.

Leadtimes do vary, but typically the leadtimes for the IKEA Hong Kong store pick-up/Sai Wan Ho pick up point and bargain corner are between 1 - 2 business days, and the leadtimes for Macau store pick-up/Macau Merchandise Pick-up Point are between 4 - 5 business days. Please note the products must be collected within 2 days of their arrival.
Self pick-up locker : Around 2-5 business days, products must be collected within 48 hours upon arrival.
7-Eleven Parcel Pick-up Service : Around 7 business days , products must be collected within 3 days upon arrival.

Home delivery service can be provided for online order at a reasonable price. Some items (with designated package size) can be picked-up at dedicated 7-Eleven convenience stores or available for Office Parcel Delivery Service and both services are with lower service charge. The store pick-up service is now available, your order can be picked up in 4 of our stores (Kowloon Bay, Shatin, Tsuen Wan and Macau) and Merchandise Pick-up Point (Sai Wan Ho and Macau), Self Pick-up Locker without charge.
Please note that the 7-Eleven Pick-up service, the SF Express Pick-up service and the Parcel delivery service is available to Hong Kong only.
For details of our delivery services, please click here.

Sorry, the delivery method cannot be changed after the transaction has completed.

Unfortunately, the disposal and wall-mounting service is not available for purchases through the IKEA Online shop at present.

Yes, you can order assembly service together with the delivery service for purchases through the IKEA online shop. Please note that Assembly service is strictly limited to IKEA product assembly. Due to safety reason, selected products (e.g. wardrobes and bookcases, etc) include safety wall-mounting kits. If you would require assembly service for these products, we must fully assemble these products and install the safety wall-mount on a concrete wall. Partial wall-mounting is not applicable. If you refuse to have the wall-mount installed, our service provider cannot provide assembly service. You may choose self-assembly or return the item. The assembly service fee will be refunded for any incomplete assembly. Assembly service is only applicable to newly delivered products. Our service provider will not assemble or install any new products to existing furniture or IKEA products that were previously assembled. Assembly service is not applicable for kitchen and bathroom areas. For large furniture items, such as bed frames and wardrobes, please ensure that there is sufficient space for assembly. If our service provider cannot provide assembly service due to insufficient assembly space, you can choose to assemble or return the item(s) as per your preference. In this case, the assembly fee and/or product price will be refunded.

Shopping online - ordering

We have made stock information more accurate and data is now updated by 20 minutes. But of course, the product can be out of stock between checking and taking them from the shelf.

We do not offer online pre-ordering for items that are out of stock. However, you can use the "notify stock availability" function on the IKEA webpage. Simply provide your email address and you will be the first to know when the product is back in stock.

No, registration is not required.

The majority of the range is available for online shopping service. However, foods, plants, meter fabrics and display items are not available for online shopping service. Assorted colour and style products in random delivery.

Yes, please note that there is a HKD$ 100,000 order limit for security reasons, and we are unable to provide quotations, commercial receipts, or other payment methods through Online Shop. If you find that you are in need of this servics, why not consider sending an email to our dedicated business contact window at ikea.business@IKEA.com.hk instead?

If you already register as website member, you can check all the history order details in “My Account” page. Also, details of order will be sent to your registered e-mail address for future references.

Online shopping - payment

VISA card with Verified by VISA or MasterCard with MasterCard® SecureCode, AlipayHK, WeChat Pay, American Express, PayMe, Octopus are accepted. In addition, after 23 Jan 2018, we accept the new version of the IKEA gift card which has a 4-digit security code. To find out more about the new version of the gift card, please Click here. Please note that If you purchase using IKEA Hong Kong Gift Card, we will refund to the IKEA Hong Kong Gift Card in full first, before refunding to your credit card. Finally, please note that all prices shown on the IKEA Hong Kong Online store and in the IKEA stores in Hong Kong are in Hong Kong Dollars, and that the IKEA Macau Gift Card cannot be used on the IKEA Hong Kong Online store.

There are a number of reasons for credit card transactions being rejected. The most common one is due to failure in transaction authentication during online payment process. Please kindly contact your card issuing bank and ensure that your card is registered with Verified by VISA (VBV)/ MasterCard® SecureCode (MSC).

You can select PayMe in checkout payment method, and authorize the transaction in PayMe app. If you are using desktop browser to checkout, website will be redirected and show a QR code for payment. Please use a mobile phone to scan the QR code and pay. Please Click here to find out more about PayMe.

Please select Octopus in our checkout page. If you are using desktop, your web browser will redirect to QR code payment page. You can scan the QR code and settle payment. If you are using mobile to visit our website / app, you will be redirected to Octopus App and select the payment method (Registered Octopus wallet / Octopus Card) within the app. Confirm payment and enter your password to complete the order for using registered Octopus wallet / Place your Octopus card at the upper back of your mobile phone to complete the order. Please install and register the latest version of Octopus app on your mobile device and make sure your device is tapping card applicable for NFC-enabled.

The prices of IKEA products are shown in Hong Kong Dollar, and we only accept payment in Hong Kong Dollar. However, you may see a difference in prices between the IKEA webpage with the IKEA store in Macau due to local variations in pricing, as well as exchange rate differences as prices in the IKEA store in Macau will be in Macanese Patacas. Please note that the IKEA Macau Gift Card cannot be used on the IKEA Hong Kong Online store.

For security reasons, the total amount of your online order cannot exceed HK$100,000.

VISA card with Verified by VISA or MasterCard with MasterCard® SecureCode, WeChat Pay, American Express, PayMe, Octopus are accepted. In addition, after 23 Jan 2018, we accept the new version of the IKEA gift card which has a 4-digit security code.Coupons and gift vouchers are not accepted for online shopping.To find out more about the new version of the gift card, please click here .

We follow strict security procedures when storing your personal information to prevent unauthorised access. No credit card details are stored in our website. Please read our privacy policy here.

Shopping online - order Fulfillment

The available time slots and date in 30 days would be provided before settling the payment.
For merchandise pick-up service, the booking system will arrange the earliest pick-up date and time for pick-up.
For office parcel, home delivery and/or assembly service, customer can choose date and time slot from our online booking system.
For 7-11 parcel pick-up service, customer will receive an email to notify you of the earliest possible pick-up date.
In case there is no available timeslot for your order, you can proceed to complete your order and we will call / email you within 3 days from the order date to arrange for the delivery.

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 change the delivery method or add new items and services, please contact us to cancel the original order and place a new order via the web site. Refund would be settled within 10 days. 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.
If you would like to reschedule the order, please email enquiry@ikea.com.hk 3 days (Hong Kong) and 7 days (Macau) prior to the delivery day, otherwise HK$200 will be charged as administrative fee.
If you would like to amend the order (partial or full cancellation on items or services), the delivery must be rescheduled (normally to a later date).

Such function is not available yet. However, once you completing the payment, you should receive the following documents sent from our system:
Order Confirmation: when the payment received and order generated successfully.
Delivery Confirmation: informing the expected delivery/pick-up date within 3 days since receive the order confirmation.
Invoice: when the order was ready for delivery, certificate for product guarantee and return.
In addition, an additional SMS will be sent to you before the delivery, or when your order has arrived at the pick-up point.

Shopping online - after Sales

If the product items have defects or are damaged upon arrival, please contact us by email enquiry@ikea.com.hk (9:00 am– 6:30pm). We will endeavour to respond within 24 hours.

Yes, the "365-day return and exchange guarantee" applies to online orders.

Refund would be settled within 10 days. 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.

Yes, “Product Guarantee” and “365-day mattress trial” services are also applied to online orders.

Store Pick-Up / Merchandise Pick-Up Point Service

If you purchase through the IKEA Hong Kong Online shop, you can pick up your order free of charge at 4 IKEA stores (Kowloon Bay store, Shatin store, Tsuen Wan store and Macau store), Sai Wan Ho pick up point and bargain corner or the Macau Merchandise Pick-up point.

Sorry, we cannot add assembly service after collecting items at the merchandise pick-up point.

Self Pick-Up Locker

When all items in your shopping cart fits in the box of size of 30cm x 50cm x 30cm and weight less than 10kg, the option of Self Pick-up Locker service will appear automatically in the Delivery Method page.

Sorry, we cannot add assembly service after collecting items at the locker.

Return service is not available at self pick-up locker. Please bring any items that you would like to return to any Hong Kong IKEA store.

Office Parcel Delivery Service

When all items in your shopping cart fits in the box of size of 30cm x 50cm x 30cm, the option of Parcel Delivery service will appear automatically in the Delivery Method page.

Please note that the Parcel delivery service is available to Hong Kong only.

Parcel Delivery service is only applicable to Office Addresses in Hong Kong, excluding Tung Chung and Park Island, Discovery Bay and Outlying island, as well as restricted areas, roads which prohibits truck weighted 5.5 tones or above, exhibition site, hotel, apartment/houseboat under renovation, boat, construction site, container terminal, addresses where goods delivery have to go through the balcony. Should deliveries be made to a ferry terminal, the customer must arrange their own drop off/pick up logistics.

7-Eleven Pick-Up Service

When each item in your shopping cart fits in the box with size of 30cm x 50cm x 30cm, the option of 7-Eleven Pick-up service would appear automatically in the Delivery Method page.

Due to limited space in 7-Eleven convenience stores, the store may be unable to take more orders. Please select other convenience stores or other delivery method.

7-Eleven convenience stores are only pick-up locations. Return service is not available. Please bring any items that you woud like to return to any Hong Kong IKEA store.

Gift Card

IKEA Hong Kong gift cards can be used in IKEA Hong Kong stores. The gift card can be used for purchase of furniture, home accessories, kitchen appliances, bargain items, transaction in Swedish Restaurant and Cafe, Bistro, Swedish Food Market and all service charges.
A new IKEA Hong Kong gift card with added security features has been issued since from 23 Jan 2018, which can also be used as a payment method for the IKEA Hong Kong Online shop.

No. As the prices in the IKEA Macau store are in Macanese Patacas, you will not be able to use the IKEA Hong Kong Gift Card to make your purchase due to the difference in currency. Conversely, you cannot use the IKEA Macau Gift Card at any IKEA Stores in Hong Kong, or on the IKEA Hong Kong Online Shop.

You can purchase an IKEA Hong Kong gift card at the checkout of any of IKEA stores in Hong Kong, Sai Wan Ho pick up point and bargain corner, Tai Po Plan and Order Point, Tsim Sha Tsui Plan and Order Point.

You can purchase an IKEA Macau gift card at the checkout of any of IKEA stores in Macau.

Gift cards sold in IKEA stores can be of any multiples of HK$100, up to a maximum of HK$10,000.

The IKEA gift card is designed to carry a balance, therefore, if you use a gift card to pay for something of lesser value than it is stored in the card, the amount of the purchase will be subtracted and the remaining balance will stay on the card for future use. Please be aware of the expiry date.

Gift cards will be valid for 2 years from date of purchase or reload.

You can find out the balance on your IKEA Hong Kong gift card by visiting any of the checkouts in IKEA Hong Kong stores.

You can find out the balance on your IKEA Macau gift card by visiting any of the checkouts in IKEA Macau stores.

Please treat your card as cash and keep it in a safe place. We are unable to replace or freeze the value of a lost or stolen card.

Yuu Rewards Club

It's really easy: - Download the yuu App from App Store or Play Store.
- Click "Sign Up".
- Follow the simple on-screen steps for registration.
- That's it – you're all set to earn your yuu Points and redeem them for IKEA great offers and rewards.

On the yuu App, the “yuu ID” button is located in the bottom of all screens. Click “yuu ID”, and your unique QR code will appear.

Here’s how many points you can earn within the yuu Programme:
- Using your yuu ID — Every HK$1 you spend with IKEA and participating yuu Partner will earn 1 yuu Point when you show your yuu ID in your App or tap your linked Octopus Card.
- Shop online — input your yuu ID before checkout at IKEA online shopping service or other participating partners' online shopping services.
- Paying with your linked Hang Seng enJoy Card — Simply pay with your linked Hang Seng enJoy Card, and you will receive an additional 2 yuu Points* for every HK$1 you spend in IKEA and yuu retail Partners in Hong Kong.
* Additional points earned using your Hang Seng enJoy Card will be credited within 7 days.
For IKEA, the following products or services are not eligible to earn yuu Point.
- All service charges
- Non IKEA brand Kitchen Applicance Third party products
- IKEA Gift Card purchase
- All purchases made for business use or by business customers
For more information, please refer to yuu Rewards Programme Terms & Conditions.

You can use your yuu Points to redeem a Cash Voucher, which can be used as cash at IKEA. We have $10, $20, $50, $100 and $200 cash voucher available on the yuu app. You can purchase IKEA products using yuu Points, check the promotions available on the app. If you have linked Hang Seng enJoy card to your account, you can enjoy instant redemption when shopping at IKEA and other yuu partners. Every 4,000 yuu Points is equivalent to $20. Both cash voucher and product redemption are available to redeem in the stores only, not applicable to self checkouts and online shopping service.

If points seem to be missing when you make purchases, there may be a few reasons:
Purchasing online - If you forgot to enter your yuu ID, your yuu Points will not be captured for that particular transaction.
If you shop frequently, wait a while to check your points balance and transactions. Points will only be added to your account when your online purchase is confirmed.
Please check the terms and conditions for each promotion, they may vary. Some of these terms and conditions can include:
- Time limitation: your purchase may have been made outside the eligible period for that offer
- Promotion details: did you purchase the right product type, category or quantity? These specify what and how much you need to buy for the offer to apply.
Points not available for certain items. For IKEA, the following products or services are not eligible to earn yuu Point.
- All service charges
- Non-IKEA kitchen appliance
- IKEA Gift Card purchase
- All purchases made for business use or by business customers

On the yuu App — you can see your points balance at the top of the screen each time you log in to the yuu App.
On the yuu Website — log in at www.yuurewards.com to see your points balance.
On your yuu Partner Purchase Receipt — you can view your points balance (up to the most recent transaction before this receipt) on any of our yuu Partners’ receipts.

Yes, you can receive your Points, however claims are limited to twice a year. Simply scan or copy your original receipt within 14 days from the date on the receipt, and email it to contactus@yuurewardsclub.com.hk with your yuu ID – the 15-digit membership number, and yuu Rewards Club will help you to add the missing points to your account. Unfortunately, we cannot help you reclaim points if you forget to provide your yuu ID when you shop online.

Your yuu points will automatically be deducted from your yuu account when refund has been processed.

You can redeem your Points on the app for Cash Vouchers. You will receive your Cash Voucher instantly within the app, and you can use it immediately at IKEA or any of the partners. You can redeem your Points at any 7-Eleven store for Cash Vouchers which you can use immediately at IKEA and any of the partners. For now, Points cannot be redeemed online, or at self-checkouts at IKEA stores.

A Cash Voucher is like a gift card. Redeem your yuu Points for Cash Voucher and use it at checkout area for paying at IKEA stores. Cash Voucher cannot be used in online purchasing and self checkout area.

Cash Voucher is valid for 1 year from the date of redemption.

Yes – you can use multiple Cash Vouchers within a single purchase.

No, yuu Points cannot be exchanged for cash.

A Reward lets you redeem your yuu Points for a selected product at IKEA and any of the partners. When you redeem Points for a Reward, it will appear as a QR code in your yuu App, which you will need to show at the cashier's counter for scanning, before you pay for your shopping. Validity periods varies for each Reward. Each Reward is subject to terms and conditions, which you will see in the details before you redeem your Points.

No, you cannot return the Reward. Please make sure you read the terms & conditions before you redeem your yuu Points for the Reward.

You can either contact yuu through Facebook Messager, or email at contactus@yuurewardsclub.com.hk, or call yuu Call Centre at (+852) 2180 9733.
Hours of operation are: -
Monday to Friday: 9am – 6pm
Saturday: 9am - 1pm



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