Terms and Conditions for the Click & Collect Locker Service

Definitions

Customer (Kupac) – A customer is a visitor to the online store who selects at least one product, fills out an electronic order form, and sends it to IKEA.

Seller (Prodavac) – IKEA Serbia d.o.o.

Products (Proizvodi) – Goods sold by the Seller via the IKEA.rs website, ordered by the Customer through an order, excluding food products, sewing fabrics, oriental carpets, plants, products from the "Circular corner" department, and IKEA gift cards.

Order (Narudžbina) – The form sent by the Customer to purchase products.

Click & Collect Locker Service (Usluga Click & Collect ormarići) – Consists of delivering purchased products to an automated storage system at no extra charge, designated for this purpose by the Seller when creating an order on IKEA.rs. The service is free of charge.

Click & Collect Lockers (Click & Collect ormarići) – Automated storage system located in front of the IKEA store at Ulica Astrid Lindgren 11.

Operating Hours

Click & Collect Locker Operating Hours – 00:00 - 23:59, 7 days a week.

Contact Center Operating Hours: By phone at 011/7555-444, from Monday to Sunday 10:00 – 20:00, or via the link in the order confirmation message every day 00:00 - 24:00.

Service Details and Procedures

1. The Click & Collect Locker service is intended for online purchases on the IKEA.rs website and is provided based on the instructions visible in the order received by the Customer at the time of product purchase. The Customer is obliged to check the accuracy of their data and, if applicable, any Seller instructions before ordering. The service will be considered duly performed to the extent that the Seller's terms in these Terms of Business, as well as instructions sent in subsequent communication from the Seller (email, SMS), are respected.
2. After creating an order, the Customer will receive an email from the Seller with an order confirmation and then an email with an invoice. In the order confirmation sent via SMS and email, the Customer will be informed about the date from which the products will be available in the Click & Collect Locker. The Seller does not recommend planning the pickup of the order before receiving the order confirmation.
3. Every order will be available for the Customer to pick up from the Click & Collect Locker for a period of 72 hours ("pickup period"), starting from the pickup date stated in the order confirmation message sent via SMS or email.
4. After the pickup period expires, the order will be considered canceled. The order amount will be refunded in full to the customer, to the account from which the payment was made, within 14 calendar days from the expiration of the pickup period.
5. In case the Customer's order exceeds the available capacity at the time of preparing the order for the Click & Collect Locker, pickup will be possible within the same period in the "Click & Collect IKEA Belgrade store" pickup zone within the IKEA store at Ulica Astrid Lindgren 11, Belgrade, during the store's operating hours (Monday to Sunday 10:00 – 21:00). The Seller will inform the Customer about the change in pickup location via SMS and email.
6. The Click & Collect Locker service is not available for food products, sewing fabrics, oriental carpets, plants, products from the "Circular corner" department, and IKEA gift cards.
7. The Customer can cancel the service by notifying the Seller by phone at 011/7555-444 or via the "Contact us" page at any time after creating the order. The order amount will be fully refunded within 14 calendar days of contacting the Customer Support Center.
8. IKEA Serbia d.o.o. is the "personal data controller", i.e., the entity that determines the purpose and manner in which data will be processed. By creating an order, the Customer agrees to the IKEA Serbia Privacy Policy, which can be found at Remote Sales Terms IKEA - IKEA.
9. IKEA Serbia is not responsible for any damages or losses incurred during the process of pickup, use, or storage of products in the locker, including damage caused by third parties, theft, unauthorized access, or technical problems (e.g., system failures).
10. IKEA Serbia is not responsible in case of unauthorized access or misuse of username and password by third parties, and the Customer is obliged to immediately notify the Seller if they become aware of such misuse.