IKEA General Terms and Conditions for Delivery, Service, and Payment Instore
Correct as of: April 2025
1. Exclusive validity of the General Terms and Conditions for Delivery, Service, and Payment Instore
These Instore Terms and Conditions exclusively apply to all purchases of goods and services such as kitchen and furniture assembly, room measurement, and shopping service at all bricks-and-mortar IKEA locations in Germany. Conflicting customer terms and conditions do not apply unless expressly accepted in writing by IKEA in each individual case. IKEA's Instore Terms and Conditions shall prevail even if IKEA has completed delivery without reservation despite awareness of customer terms and conditions in conflict with these Instore Terms and Conditions.
2. Delivery and Collection
IKEA delivers goods ordered to any deliverable address in Germany by parcel delivery or truck; IKEA does not deliver to addresses outside Germany. IKEA also offers to provide goods for collection. This means customers can have ordered goods ready for collection at an IKEA store, pick-up point, or pick-up box of their choice. The customer and an IKEA co-worker will select the pick-up day and time window for collection when ordering.
2.1 Delivery Appointment
A delivery appointment with the date and time window will be arranged for orders to be delivered by truck on the day of order; this will be the day of delivery to the island truck delivery service for island deliveries. This information will be specified on the service order. The delivery date and time window will be confirmed around two days before the planned delivery appointment for central warehouse deliveries. A storage fee of €2.50 per day for extended storage costs will be charged for goods the customer wishes to be delivered from the IKEA store from the eleventh day after the order date onwards. Customers are free to provide documentation that the actual costs to IKEA are less or non-existent.
2.2 Costs of Delivery and Collection
Customers can inquire at the service desk, refer to the notice board at the respective IKEA store, or consult IKEA.de/Services for current parcel service and truck delivery prices. A separate price will be agreed for large orders exceeding 3,000 kg. IKEA may send purchases in separate consignments if necessary due to the volume or weight of the goods. IKEA will prepare goods for customers if they order goods with collection. Collection costs depend on the value of goods ordered and availability at the IKEA store or pick-up point. For some island deliveries, a surcharge of €220 will be added to the delivery price. Customers should ask at the IKEA store service desk for current prices for collection.
2.3 Delivery Location
The truck delivery service will take goods to the location where they are to be used. However, the service will not leave goods spread out over several rooms or locations. The island delivery service will leave goods on the curb at island addresses. Customers must ensure as far as possible that the truck will have enough space to park at the place of delivery to make delivery easier. The delivery service may refuse delivery if local conditions such as lack of parking space or issues concerning the entrance or stairwell prevent goods delivery to the apartment door by usual means. Customers must inform IKEA in advance of any difficulties they might foresee.
2.4 Additional Costs or Delivery Failure
If goods cannot be delivered by the agreed date for reasons within the customer's sphere of responsibility, IKEA will charge the costs of re-delivery (see section 2.2) as compensation, as well as costs of storage amounting to €2.50 per day from the day of delivery failure. Customers will be charged for a second delivery attempt even if the first delivery was free of charge. They will also be charged for any additional costs or costs for further delivery. IKEA will inform customers of any additional costs needed for delivery to be possible. IKEA will then deliver the goods as agreed upon customer consent. Customers are free to provide documentation that the actual costs incurred by IKEA are lower or non-existent.
2.5 Cancellation and Withdrawal
Customers may withdraw from the contract concluded with IKEA on the day of the order without incurring any costs. IKEA will retain the costs of delivery (see section 2.2) for cancellation or withdrawal at a later date as compensation for incurred costs, as well as any costs for cut goods, such as kitchen worktops, unless customers can prove that the actual costs incurred are lower or non-existent. IKEA will e-mail or phone customers to remind them to pick up their purchases, setting a grace period of one working day if goods are not collected from the IKEA store or IKEA pick-up point on the agreed day of collection. IKEA may withdraw from the contract and refund the purchase price paid if the customer allows this grace period to expire without collecting purchases. IKEA may deduct collection costs from the refund according to Section 2.2 as compensation for providing the goods free of charge. Customers are free to provide documentation that the actual costs incurred by IKEA are lower or non-existent.
2.6 Delivery and Collection Payment and Invoicing
All prices quoted include statutory VAT. IKEA's prices in stores may vary from those in the online store. Customers will pay the delivery and/or service costs for delivery or collection in advance without deduction when placing the order at the checkout or home delivery desk at the IKEA store. Payment may be made by IKEA Family payment card, IKEA for Business payment card, credit card (Visa, Mastercard, American Express), PayPal, IKEA gift card, IKEA prepaid card, Ticket Shopping Card, Ticket Plus Card, Girocard, or cash. IKEA will assign the payment receivable to PAYONE GmbH if payment is made by Girocard using the guaranteed direct debit procedure. IKEA also provides purchasing on account with Klarna Bank AB (publ) as a payment option subject to a favourable creditworthiness check. In this case, IKEA will assign the payment receivable to Klarna; customers will only have to make payment to Klarna within thirty days of receiving the goods. IKEA provides an additional option for purchasing on account for orders at €1,000 or more in partnership with Ratepay using the corresponding payment link, subject to a favourable creditworthiness check. In this case, IKEA will assign the payment receivable to Ratepay; customers will only have to make payment to Ratepay within thirty days of receiving the goods. Customers will need to provide a valid e-mail address at the IKEA store to pay by Klarna, PayPal, or Ratepay. IKEA will e-mail a payment link using this e-mail address. The link will be valid up to 23:59 on the same day. Clicking the link will open the payment page for the customer to pay for their order. IKEA will immediately e-mail notification that payment has been received.
Payment in advance is the only payment option available for island addresses only accessible by ferry. Payment on delivery is not available.
3. Assembly and Other Services from IKEA
IKEA provides assembly and other services for furniture and accessories from the IKEA range, as well as any fastening and hanging as necessary, as specified in the order placed at IKEA stores that offer these services. If customers wish to have items fastened to a solid wall, they must ensure as far as reasonably possible that the type and routing of supply lines, as well as load-bearing capacity of the wall, will allow this before work begins. Customers must inform IKEA of this without prior request before installation and other services begin. IKEA cannot guarantee that items can actually be set up or installed in the rooms intended for the purpose; customers will bear this risk. The same applies to assembly work according to customer specifications. Customers can inquire at the service desk, refer to the notice board at the respective IKEA store, or consult the website at IKEA.de/Services for current prices for assembly and other services. The price for reduced items will be calculated based on the original price of the items to be assembled. IKEA will only connect IKEA appliances to supply hookups using connections available at the place of installation; these connections must be in flawless technical condition, freely accessible, and within reach using the hoses, cables, and similar on the appliance at the location specified. Customers are responsible for ensuring that all parts required are available at the agreed installation appointment. Customers must order a separate specialist service company to install and connect gas appliances and high-voltage electrical appliances fused at more than 16 A, as well as low-pressure mixer taps. Customers should ask local gas and electricity suppliers for names of specialist companies in their area. IKEA assembly service can also be booked for upholstered furniture ordered for delivery. In this case, IKEA will fit the coverings to the upholstered furniture if purchased and then assemble the upholstered furniture. Special provision for upholstered furniture: Service will not include any ironing required for IKEA upholstered furniture coverings before use. Customers must iron the covering immediately after delivery for the service partner to assemble upholstered furniture ready for use. IKEA is unable to provide assembly service for upholstered furniture included in island deliveries. New furniture must be assembled according to the respective assembly instructions. Customers must ensure that requirements set out in assembly instructions are met where their item needs assembly before IKEA assembly begins; this may involve hiring appropriate tradespeople. Assembly instructions can be viewed on IKEA.de. The assembly team will not be able to complete IKEA assembly work on the item affected if conditions are not met.
3.1 Payment for Services
All prices quoted include statutory VAT. Customers must pay in advance for IKEA services such as shopping service and delivery. Payment in advance is the only payment option available for island addresses only accessible by ferry. Payment on delivery is not available.
3.2 Service Times
IKEA will inform customers of the expected date of assembly and other services provided by IKEA when they order, or IKEA's service partner will phone to inform them of the date.
3.3 IKEA Service Cancellation
Customers can cancel an IKEA assembly order or other services up to two working days before the planned assembly date without charge. IKEA may charge 45% of the assembly costs if the assembly order or other IKEA service is cancelled up to the working day before the assembly appointment. IKEA is entitled to charge 75% of the assembly or other service costs if the assembly order or other service is cancelled on the same day or cannot be completed for reasons within the customer's sphere of responsibility. Customers are always free to provide documentation that the actual damages incurred by IKEA were lower or non-existent. Any further claims from IKEA remain unaffected.
4. Reservation of Title
All goods remain IKEA's property until full payment is received.
5. Disposal of Packaging Materials
The truck delivery company will take packaging from upholstered furniture and electrical appliances back immediately after delivery. Drivers will also take back packaging from other IKEA delivery items if requested, provided they do not have to wait longer than five minutes. IKEA works with the dual system for waste disposal and recycling. All IKEA packaging is certified recyclable. Customers can therefore dispose of goods packaging free of charge using dual system bins. Customers can always leave packaging materials at their nearest IKEA store.
6. Right of Return for All Purchases
Customers can return items bought from IKEA as long as they are in new and unused condition, along with the original proof of purchase (receipt or invoice), to their local IKEA store within 365 days starting on the purchase date. IKEA will refund the full purchase price. This return policy does not apply to cut and piece goods such as fabrics and kitchen worktops, or to green plants or Buyback & Resell service items. IKEA's return policy does not affect the customer's statutory right of cancellation or guarantee against defects.
7. Trying Any IKEA Mattress at Home
Customers can try out any mattress bought at IKEA and return it along with the original proof of purchase (receipt or invoice) at their local IKEA store within 365 days starting on the purchase date. IKEA will refund the full purchase price with a prepaid card. This right of return does not apply to soiled or damaged mattresses, or baby or children’s mattresses. This does not affect the customer's statutory right of cancellation and statutory claims arising from defects.
8. Faults
The statutory liability for defects applies to IKEA products. The limitation period for statutory guarantee claims is two years starting on the date of delivery for consumers and one year for businesses.
9. Guarantees
IKEA guarantees quality in certain product groups. See IKEA.de/Garantien for details on these guarantees and conditions for claiming them.
10. References
Customers are not permitted to use the IKEA trademark or wordmark in reference lists, advertising, or other public presentations during the period of the agreement or after its termination. Customers may only use the IKEA name as a trading partner or reference in simple text form in reference lists, advertising, or other presentation media available to the public during the period of the agreement or after its termination, as long as the reference does not take an abusive form. Abusive use of the IKEA name in text form shall entail the illicit exploitation of IKEA's reputation or an illicit image boost to the party quoting the name. Violation of the above terms during an ongoing agreement period shall constitute a major breach of the agreement, serving as cause for extraordinary termination of the agreement and/or business relationship by IKEA. IKEA's rights towards further action arising from the agreement or legal statute shall remain unaffected.
11. Applicable Law and Jurisdiction
The law of the Federal Republic of Germany shall apply to all disputes arising from the agreement. The provisions of the UN Convention on Contracts for the International Sale of Goods shall not apply. Munich is the agreed exclusive place of jurisdiction between IKEA and businesses.
