FAQ - Macau
Top 10 Enquiries for Macau
1. How do I check stock availability?
2. Could I pre-order out-of stock items?
3. Does IKEA offer custom-made furniture?
4. Are the prices online the same as in stores?
5. What type of payment does IKEA accept in Macau?
6. Can I place an order to Macau from Hong Kong, and vice versa?
7. Does IKEA provide delivery and/or assembly service?
8. If I need to order products from the warehouse, can I pick them up myself?
9. Can I amend my order once I have paid for it
10. What should I do if I found an issue with my products after receiving it?
2. Could I pre-order out-of stock items?
3. Does IKEA offer custom-made furniture?
4. Are the prices online the same as in stores?
5. What type of payment does IKEA accept in Macau?
6. Can I place an order to Macau from Hong Kong, and vice versa?
7. Does IKEA provide delivery and/or assembly service?
8. If I need to order products from the warehouse, can I pick them up myself?
9. Can I amend my order once I have paid for it
10. What should I do if I found an issue with my products after receiving it?
How to shop online?
5-STEP FOR SHOPPING ONLINE
Browse Products
Visit IKEA.com.hk/en to view our products and be inspired.
Visit IKEA.com.hk/en to view our products and be inspired.
Order Online
Add items to the shopping cart, and select delivery or pick-up services.
Add items to the shopping cart, and select delivery or pick-up services.
Scheduling
Choose an available delivery date and time slot for your order if you prefer home delivery up to 30 days in advance. If you select merchandise pick-up, the system will automatically schedule the earliest pick-up date.
Pay Online
Confirm the amount and pay securely with Visa, MasterCard, AlipayHK, WeChat, American Express, PayMe, Octopus or IKEA gift card(s) with 4-digit security code.
Confirm the amount and pay securely with Visa, MasterCard, AlipayHK, WeChat, American Express, PayMe, Octopus or IKEA gift card(s) with 4-digit security code.
Order Confirmation
Upon successful payment, a confirmation email will be sent to the registered email address.
Upon successful payment, a confirmation email will be sent to the registered email address.
For more details, please click here.
General Enquiries
Corporate IKEA
IKEA Webpage
IKEA store in Macau
- How many IKEA stores are there in Macau?
- How many items are there in the IKEA product range?
- Where are IKEA products sourced?
- Is there any free parking service at the IKEA stores?
- How can I get large items home?
- What if I want to have the products assembled?
- Why does IKEA charge customers for delivery and assembly service?
- What are the approximate leadtimes for the home delivery service?
- Can I place delivery, assembly or pick-up orders from IKEA stores in Hong Kong to Macau, and vice versa?
- Does IKEA offer custom-make furniture?
- What type of payment does IKEA accept?
- Does IKEA accept returns?
- Can I return IKEA products purchased from IKEA stores in Hong Kong in Macau, and vice versa?
- If I require further assistance, any other enquiry, or need to make a complaint, where should I direct it?
IKEA Hong Kong Online Sales - Ordering
- How do I shop online?
- Do I need to register an account before shopping?
- What items are available on the IKEA Hong Kong Online Shop?
- How do I check the stock availability for shopping online?
- Could I pre-order out-of-stock items?
- What currency are the prices shown online?
- Can I order delivery, assembly or pick-up services to Macau from the IKEA Hong Kong Online store?
- If I am a business customer, can I place orders through IKEA Hong Kong Online shop?
- Can I check my previous order in the website?
- What are the requirements for my browser to shop online?
- What should I do if I need help when shopping online?
IKEA Hong Kong Online Sales - Delivery
Delivery Method
Home Delivery and Assembly service
IKEA Merchandise pick-up service
IKEA Hong Kong Online Sales – Payment
- Which payment methods does IKEA accept for online shopping?
- Why was my transaction rejected?
- How to pay with using PayMe?
- How to pay with Octopus?
- Can I pay in another currency?
- Is there any upper limit for online shopping at IKEA.com.hk?
- Can I use gift vouchers or gift cards to pay my online order?
- How safe is my personal information?
yuu Rewards Club
- How do I sign up for the yuu Rewards Club?
- Where do I find my yuu ID?
- How can I earn yuu Points in IKEA Macau or online shopping service?
- How do I use my Points in IKEA Macau or online shopping service?
- I chose an IKEA Offer and made a purchase, but it seems my yuu Points are missing, what happened?
- How do I use my Points?
- Where can I check my points balance?
- I forgot to scan my yuu ID or use my linked Octopus or Hang Seng enJoy Card, can I still get my points?
- If I return or refund a purchase, will I keep the yuu Points I earned?
- Where can I redeem my Points for Cash Vouchers?
- What is a Cash Voucher?
- How long is the validity of a Cash Voucher?
- Can I use more than one Cash Voucher?
- Can I exchange my yuu Points for cash?
- What is Reward?
- Can I return a Reward?
- How to contact yuu?
IKEA Hong Kong Online Sales – Order Fulfillment
IKEA Hong Kong Online Sales – After Sales
IKEA Macau gift card
- Where can I use the IKEA Macau gift card?
- Can I use the IKEA Hong Kong Gift Card at the IKEA Macau store?
- Can I use the IKEA Macau Gift Card at the IKEA stores in Hong Kong, or the IKEA Hong Kong Online Shop?
- Where can I purchase an IKEA Macau Gift card?
- Does the full value of the gift card have to be redeemed at once?
- Do gift cards have an expiration date?
- How can I find out the balance on my card?
- Can I refund my IKEA Macau Gift Card?
- What should I do if my card is lost or stolen?
Top 10 Enquiries for Macau
- How do I check stock availability?
Customers 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.
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- Could I pre-order out-of stock items?
We do not provide pre-order service for out-of-stock items. However, you can use the “notify stock availability” function on the IKEA Webpage. All you will need to do is to input your e-mail address so that you will be the first to know when the product is back in stock!
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- Does IKEA offer custom-make furniture?
All IKEA products are designed in Sweden and imported, that is why they are not custom-made. But you will also notice that most of our furnishings are modular in nature, which means you can 'customise' by picking pieces that would fit your own interior. - Are the prices online the same as in stores?
On the IKEA webpage, the prices are in Hong Kong Dollars and should be generally the same as the IKEA stores in Hong Kong, Of course, there may be promotional offers available exclusively for selected stores from time to time.
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. - What type of payment does IKEA accept in Macau?
For the IKEA stores in Macau, we accept payment by cash (Hong Kong Dollar and Macanese Patacas), credit card (Visa / Master), Macau Pass, MPay, AlipayHK, Alipay (China), and IKEA Macau gift card. If you pay by cheque (Payment by cheque only applies to delivery of goods, delivery will be arranged after payment is confirmed), we will arrange for delivery once it is cleared. Please note we do not have any interest free instalment plan at present.
For the IKEA Hong Kong Online store, we accept VISA card with Verified by VISA or MasterCard with MasterCard® SecureCode, WeChat Pay, AlipayHK, American Express, PayMe and Octopus. In addition, after 23 Jan 2018, we accept the new version of the IKEA gift card which has a 4-digit security code. (Hong Kong Dollar). To find out more about the new version of the gift card, please click here.
Please note that all prices shown on the IKEA Hong Kong Online store are in Hong Kong Dollars, whilst all prices shown in the IKEA Macau store are in Macanese Patacas. Therefore, 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. - Can I place an order to Macau from Hong Kong, and vice versa?
If you order through the IKEA stores in Hong Kong, you cannot place delivery, assembly and pick-up orders to Macau. Likewise, if you order through IKEA stores in Macau, you cannot place delivery, assembly and pick-up orders to Hong Kong or Outlying Islands.
The good news is that if you do need to place an order across the border, you can order through the IKEA Hong Kong Online Shop, where you can place delivery, assembly and pick-up orders to all of Hong Kong, Outlying Islands, and Macau! - Does IKEA provide delivery and/or assembly service?
If you need a hand, IKEA home delivery (click here for details) and assembly services (click here for details) are always available. The leadtimes are typically between 7-14 days.
If you order through the IKEA stores in Hong Kong, you cannot place delivery and/or assembly orders to Macau. Likewise, if you order through IKEA stores in Macau, you cannot place delivery and/or assembly orders to Hong Kong and Outlying Islands. However, if you order through the IKEA Hong Kong Online Shop, you can place delivery and assembly orders to Hong Kong, Outlying Islands, and also Macau.
The 15% assembly fee of the product price can be arranged at the same time as the delivery service; for the furniture assembly service after picking up the product and after the delivery has been completed, we will charge an administrative fee of MOP $220 and a 15% assembly fee of the product price. If anchoring device is provided, the furniture must be fixed to the wall permanently to prevent it from tipping over. Please also make sure there is enough space for assembly. - If I need to order products from the warehouse, can I pick them up myself?
If you need to order products from our warehouse, for all orders placed through IKEA stores in Macau and through the IKEA Hong Kong Online Shop, you may choose our Macau Tower Merchandise Pick-up Point as a pick-up location free of charge. However, you will not be able to pick-up your order from the IKEA Macau Taipa store at present.
Please note you can only order to the Sai Wan Ho Pick Up Point and Bargain Corner via the IKEA Hong Kong Online shop, and not through the IKEA stores in Macau - Can I amend my order once I have paid for it?
If you would like add/amend product items on your order
• If you had made your purchase at our stores, we are unable to help you process amendments via telephone or e-mail. Please visit the Customer Service counter at the store where you made the original purchase with the original sales order and invoice at least 4 days before the scheduled delivery or assembly. 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.
• If you had made your purchase online, we are unable to change or add products, or change fulfilment method on the original order. In these cases, you will need to cancel and place the order again online. 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.
• Please note that we may not be able to secure the same delivery or assembly date after order amendments - What should I do if I found an issue with my products after receiving it?
If your order arrived incomplete, contained damaged products, or didn’t even show up, we’re here to help. Visit our contact us page.
a) Sales order number for any after sales enquiries -
• For orders purchased through the store, this will be a 8 figure number with MS as prefix;
• For orders purchased online, this will be a 8 figure number with WS as prefix;
b) If you are unable to find our sales order, please send us photos which can help us identify the product and follow up your case. Photos for any product related enquires – particularly for product quality issues, exchange and returns etc.
c) The name and telephone number of who we should contact
Please note - once the IKEA store opens in Macau (in Spring 2020), we will not be able to place any orders to Macau through the IKEA stores in Hong Kong. Therefore, we will not be able to amend any orders which are scheduled for delivery or pick up in Macau through IKEA stores in Hong Kong
For purchases through IKEA stores, exchange and returns can only be handled at the original store of purchase. Therefore, to cancel, exchange or return your order, you will need to return to the original store of purchase in Hong Kong to do so.
Likewise – we will not be able to process any exchange or returns for orders placed through the IKEA store in Macau here in Hong Kong – please return to the original store of purchase in Macau to do so!
Corporate IKEA
- What is the IKEA business idea?
The IKEA business idea is that "we shall offer a wide range of well-designed, functional home furnishing products at prices so low that as many people as possible will be able to afford them." - How can I find out about job opportunities within IKEA?
If you are out-going, dedicated, customer-service orientated and interested in working as part of a team, contact IKEA stores for possible openings, or click here to see openings. - Can I distribute IKEA products?
The IKEA experience is more than just products, it is a retail concept. Therefore, IKEA products are sold only in IKEA stores franchised by Inter IKEA Systems B.V.
IKEA Webpage
- What settings or software do I need on my computer to view the IKEA site?
IKEA.com.hk is optimised for Firefox, Chrome and Safari on Mac OS X. The site is created for a screen resolution of 1024 x 768 or higher. - What information is collected about me when I visit the site?
We do not require any information to obtain access to any part of our site, unless specifically stated. We may ask for specific information in order to provide a service to you, such as saving your shopping list. Information requested may include name, title, company, address, e-mail address, and phone number. IKEA assures your personal information will not be disclosed to third parties.
We do anonymously track traffic patterns using cookies, in order to measure site performance and make improvements. Cookies are small pieces of information stored on your computer that are read by the browser. These cookies will be automatically deleted after you leave the site. - Can I find all IKEA products on this site?
You will find most of the products in the ordinary IKEA range on this site. In some cases you will find more products on the site that you actually can find in IKEA stores. If you want to know if the product you are looking for is available in a chosen store, please visit Stock check on our website. - Are the prices at online store the same as those in-store?
On the IKEA webpage, the prices are in Hong Kong Dollars and should be generally the same as the IKEA stores in Hong Kong. Of course, there may be promotional offers available exclusively for selected stores from time to time.
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.
IKEA store in Macau
- How many IKEA stores are there in Macau?
As of April 2020, there is 1 store in Macau – IKEA Macau Taipa store. Find out more here! - How many items are there in the IKEA product range?
There are about 7,500 items in our Hong Kong product range. Each store carries selected items, depending on store size. The rest you can order from our warehouse through our IKEA stores in Macau, or on the IKEA Hong Kong Online shop. - Where are IKEA products sourced?
Our products are manufactured by more than 2,000 suppliers in over 50 countries, and they carry the same profile, which is good design, high quality, and distinctively Swedish/Scandinavian. The low price is literally built into the production and the flat packs facilitate a rational distribution, self service and immediate take away. All of our products are labeled "Design and Quality, IKEA of Sweden." - Is there any free parking service at the IKEA stores?
We offer a redemption scheme for free parking at our IKEA Shatin (click here for details), IKEA Kowloon Bay Store (click here for details) and IKEA Tsuen Wan store (click here for details) and IKEA Tsuen Wan store (click here for details) for purchases up to a certain amount.
If you would like to visit the IKEA Causeway Bay store, you can choose the car park at Park Lane Hotel.
There is also a free parking offer at the Hong Kong Island East Merchandise Pick-up Point (click here for details) - How can I get large items home?
Most IKEA products are flat-packed in sturdy cardboard boxes. It makes them easy to carry home. By taking them home yourself, you can put the delivery driver's wages straight into your own pocket and save money. But if you need a hand, home delivery is always available. Please click here for more details!
Please note that you can place orders for delivery to Macau only through the IKEA stores in Macau. If you would like to place an order to Hong Kong or Outlying Islands, please do so through IKEA Hong Kong Online Shop instead! - What if I want to have the products assembled?
IKEA products are generally easy to assemble and require no special tools. However, if you prefer, assembly service is also available. Please click here for more details.
The 15% assembly fee of the product price can be arranged at the same time as the delivery service; for the furniture assembly service after picking up the product and after the delivery has been completed, we will charge an administrative fee of MOP $220 and a 15% assembly fee of the product price. If anchoring device is provided, the furniture must be fixed to the wall permanently to prevent it from tipping over. Please also make sure there is enough space for assembly.
Finally – remember you can place orders for delivery and assembly to Macau only through the IKEA stores in Macau. If you would like to place an order to Hong Kong, Outlying Islands and Macau, please do so through IKEA Hong Kong Online Shop instead! - Why does IKEA charge customers for delivery and assembly service?
You see, unlike other furniture stores, right from the start, we do not build the delivery and assembly costs into the price of our products. So you can choose whether to use these additional services, and at an affordable charge.
- What are the approximate leadtimes for the home delivery service?
Leadtimes do vary, but typically the leadtimes for the home delivery service are between 7-14 days to Macau. - Can I place delivery, assembly or pick-up orders from IKEA stores in Hong Kong to Macau?
If you order through the IKEA stores in Hong Kong, you cannot place delivery, assembly and pick-up orders to Macau. Likewise, if you order through IKEA stores in Macau, you cannot place delivery, assembly and pick-up orders to Hong Kong or Outlying Islands.
The good news is that if you do need to place an order across the border, you can order through the IKEA Hong Kong Online Shop, where you can place delivery, assembly and pick-up orders to all of Hong Kong, Outlying Islands, and Macau! - Does IKEA offer custom-made furniture?
All IKEA products are designed in Sweden and imported, that is why they are not custom-made. But you will also notice that most of our furnishings are modular in nature, which means you can 'customise' by picking pieces that would fit your own interior. - What type of payment does IKEA accept?
For the IKEA stores in Macau, we accept payment by cash (Hong Kong Dollar and Macanese Patacas), credit card (Visa / Master), Macau Pass, MPay, AlipayHK, and IKEA Macau gift card. If you pay by cheque (Payment by cheque only applies to delivery of goods, delivery will be arranged after payment is confirmed), we will arrange for delivery once it is cleared. Please note we do not have any interest free instalment plan at present.
For the IKEA Hong Kong Online store, we accept VISA card with Verified by VISA or MasterCard with MasterCard® SecureCode, WeChat Pay, American Express, PayMe and Octopus. In addition, after 23 Jan 2018, we accept the new version of the IKEA gift card which has a 4-digit security code. (Hong Kong Dollar). To find out more about the new version of the gift card, please click here.
Please note that all prices shown on the IKEA Hong Kong Online store are in Hong Kong Dollars, whilst all prices shown in the IKEA Macau store are in Macanese Patacas. - Does IKEA accept returns?
If you are not satisfied with our products, you can return the new and unused products together with the original invoice to the store where you purchased within 365 days from the date of purchase or 3 days after the goods collection after delivery or assembly. Please click here for more details!
Please note that 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 - Can I return IKEA products purchased from IKEA stores in Hong Kong in Macau, and vice versa?
Once the IKEA store opens in Macau (in Spring 2020), we will not be able to place any orders to Macau through the IKEA stores in Hong Kong. Therefore, we will not be able to amend any orders which are scheduled for delivery or pick up in Macau through IKEA stores in Hong Kong.
For purchases through IKEA stores, exchange and returns can only be handled at the original store of purchase. Therefore, to cancel, exchange or return your order, you will need to return to the original store of purchase in Hong Kong to do so.
Likewise – we will not be able to process any exchange or returns for orders placed through the IKEA store in Macau here in Hong Kong – please return to the original store of purchase in Macau to do so! - If I require further assistance or any other enquiry, where should I direct it?
If you have any enquiry or comments about our products or services, please contact our Customer Support Center for further assistance. See how you can contact us here.
Shop online - Ordering
- How do I shop online?
5-STEP FOR SHOPPING ONLINE.
For more details, please click here. - Do I need to register an account before shopping?
No, registration is not required. - What items are available for IKEA Hong Kong Online shop?
The majority of the IKEA Hong Kong range is available for the Online Shopping Service. All foods, plants, meter fabrics and display items are not available for this service. Assorted colour and style products in random delivery. - How do I check the stock availability for shopping online?
Customers are able to check stock availability on each product page. Items available to purchase online displays the "available to buy online" button. Please note that the stock listed under the ‘warehouse’ can be ordered through delivery, assembly or pick-up through the IKEA Hong Kong online stores or IKEA stores in Hong Kong, whilst the stock listed under the ‘stores’ are the number of inventory available for immediate takeaway in that store.
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.
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- Could I pre-order out-of-stock items?
We do not provide online pre-order service for out-of-stock items. However, you can use the “notify stock availability” function on the IKEA Webpage. All you will need to do is to input your e-mail address so that you will be the first to know when the product is back in stock!
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- What currency are the prices shown online?
On the IKEA webpage, the prices are in Hong Kong Dollars and should be generally the same as the IKEA stores in Hong Kong, Of course, there may be promotional offers available exclusively for selected stores from time to time.
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. - Can I order delivery, assembly or pick-up services to Macau from the IKEA Hong Kong Online store?
Yes you can! You can place delivery, assembly and pick-up orders to all of Hong Kong, Outlying Islands, and Macau through the IKEA Hong Kong Online store. Please note that all prices are shown in Hong Kong Dollars.
However - if you order through the IKEA stores in Hong Kong, you cannot place delivery, assembly and pick-up orders to Macau. Likewise, if you order through IKEA stores in Macau, you cannot place delivery, assembly and pick-up orders to Hong Kong or Outlying Islands. - If I am a business customer, can I place orders through IKEA Hong Kong Online shop?
Of course! However – 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 the IKEA Hong Kong Online Shop. If you need any of those things, why not send an e-mail to our dedicated business contact window at ikea.business@IKEA.com.hk instead? - Can I check my previous order in the website?
The website does not provide this function at this moment. An email containing your order information will be sent to your registered email. - What are the requirements for my browser to shop online?
Please use Firefox 67.0.2, Google Chrome 39 and Apple Safari 8.0 or above. You may also place an online order via smartphone. - What should I do if I need help when shopping online?
If you have any enquiries regarding shopping online, please email to us at enquiry@ikea.com.hk. We will reply within 3 business days.
IKEA Hong Kong Online Sales - Delivery
Delivery Method
- What kind of delivery options are available to choose when shopping online?
You can pick up your purchases for free from our Merchandise Pick-up Point in Hong Kong Island East or Macau. If you prefer to have your purchase delivered to your home, you can select truck delivery where a service fee applies. We can also provide assembly service at a fee if you select home delivery.
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. - How can I book for the delivery / pick-up date and time?
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. - Can I change the delivery method after the transaction has completed?
The delivery method cannot be changed after the transaction has completed.
Home delivery and Assembly service
- Can I get free delivery if ordering online?
The Home Delivery Service Fee for the IKEA Hong Kong Online shop is the same as that in stores in Hong Kong, but lower than those in the IKEA Macau store.
Please note that from time to time there may be free delivery services offered as a promotion which may or may not be applicable for the IKEA Online Shop. - Are the disposal and wall-mounting service available for online service?
Unfortunately, the disposal and wall-mounting service is not available for purchases through the IKEA Online shop at present. - Is the assembly service applicable to online order?
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.
- What are the approximate leadtimes for the home delivery service?
Leadtimes do vary, but typically the leadtimes for the home delivery service are between 7-14 days to both Hong Kong and Macau.
IKEA Merchandise pick-up service
- Where are the IKEA Merchandise Pick-up points
If you purchase through the IKEA Hong Kong Online shop, you can pick up your order free of charge at the Sai Wan Ho pick up point and bargain corner or the Macau Merchandise Pick-up point. - Can I collect my online order at stores?
You can only collect your order from our Merchandise Pick-up Point. It is not possible to collect online purchases from our stores. - Can I use the assembly service after collecting my items at the Merchandise Pick-up Point?
Sorry, we cannot add assembly service after collecting items at the merchandise pick-up point. - What are the approximate leadtimes for the IKEA Merchandise Pick-Up service?
Leadtimes do vary, but typically the leadtimes for the IKEA Merchandise Pick-up service are between 3-4 business days. Please note the products must be collected within 3 days of their arrival.
IKEA Hong Kong Online Sales – Payment
- Which payment methods does IKEA accept for online shopping?
VISA card with Verified by VISA or MasterCard with MasterCardR 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. - Why was my transaction rejected?
There are a number of reasons for online 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). - How to pay with using PayMe?
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. - How to pay with Octopus
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. - Can I pay in another currency?
The prices of IKEA products are shown in Hong Kong Dollar, and we only accept payment in Hong Kong Dollar.Please note that the IKEA Macau Gift Card cannot be used on the IKEA Hong Kong Online store. - Is there any upper limit for online shopping at IKEA.com.hk?
For security reasons, the total amount of your online order cannot exceed HK$100,000.If you need to do so, why not send an e-mail to our dedicated business contact window at ikea.business@IKEA.com.hk instead? - Can I use gift vouchers or gift cards to pay my online order?
We accept payment by Visa or MasterCard, or the new version of IKEA gift card (effective from 23 Jan 2018). To find out more about the new version of the gift card, please click here.
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. If you purchase using IKEA Gift Card, we will refund to the IKEA Gift Card in full first, before refunding to your credit card. - How safe is my personal information?
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.
yuu Rewards Club
- How do I sign up for the 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.
- Where do I find my yuu ID?
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. - How can I earn yuu Points in IKEA Macau or online shopping service?
Here’s how many points you can earn within the yuu Programme:- Using your yuu ID — Every MOP$1 you spend with IKEA and participating yuu Partner will earn 1 yuu Point when you show your yuu ID in your App
- Shop online — You can login into your IKEA account and input your 15 digit yuu ID in "My Account". If you don’t have an IKEA account, you can earn yuu Points by adding your yuu ID on the checkout page.
- Paying with your linked Hang Seng enJoy Card — Simply pay with your linked Hang Seng enJoy Card, and you will receive an additional 1 yuu Points* for every $1 you spend in IKEA Macau and yuu retail Partners in Macau
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
- How do I use my Points in IKEA Macau or online shopping service?
You can use your yuu Points to redeem a Cash Voucher, which can be used as cash at IKEA.
We have $10, $20, and $50 cash voucher available on the yuu app.
You can purchase IKEA products using yuu Points, check the promotions available on the app.
Both cash voucher and product redemption are available to redeem in the stores only, not applicable to self checkouts and online shopping service. - I chose an IKEA Offer and made a purchase, but it seems my yuu Points are missing, what happened?
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
- How do I use my Points?
You can use your yuu Points to redeem a Cash Voucher, which can be used as cash at IKEA.
We have $10, $20, and $50 cash voucher available on the yuu app.
You can purchase IKEA products using yuu Points, check the promotions available on the app. - Where can I check my points balance?
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.
- I forgot to scan my yuu ID or use my linked Octopus or Hang Seng enJoy Card, can I still get my points?
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. - If I return or refund a purchase, will I keep the yuu Points I earned?
Your yuu points will automatically be deducted from your yuu account when refund has been processed. - Where can I redeem my Points for Cash Vouchers?
- 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.
- What is a Cash Voucher?
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. - How long is the validity of a Cash Voucher?
Cash Voucher is valid for 1 year from the date of redemption. - Can I use more than one Cash Voucher?
Yes – you can use multiple Cash Vouchers within a single purchase. - Can I exchange my yuu Points for cash?
No, yuu Points cannot be exchanged for cash. - What is Reward?
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.
- Can I return a Reward?
No, you cannot return the Reward. Please make sure you read the terms & conditions before you redeem your yuu Points for the Reward. - How to contact yuu?
For any enquiries about yuu Rewards Program, please contact yuu Team via their ‘contact us’ page.
IKEA Hong Kong Online Sales – Order Fulfillment
- How can I know the delivery date and time for my online order?
After successful payment online, you will receive an order confirmation e-mail, and a delivery confirmation e-mail. In the delivery confirmation e-mail, you will find the information of the delivery date and time for your online order.
If for any reason the delivery was not scheduled after purchase through the IKEA Hong Kong Online Shop, we will call you to arrange the delivery and assembly service (if applicable) within 3 days from the order. If we cannot reach you by phone, we will contact you via email instead.
For merchandise pick-up, office parcel delivery and parcel pick-up services, we will send you an email to regarding the pick up or delivery schedule within 3 days. - Can I amend my online order?
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 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 (Hong Kong and Macau) and HK$1,000 (Outlying Islands) 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).
Please note it is not possible to cancel any 7-Eleven Pick-up orders. Please pick-up these orders and return the unopened products to any IKEA store, along with the order confirmation. - Can I check the status of my online order on website?
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.
IKEA Hong Kong Online Sales – After Sales
- What should I do if my item has defects or is damaged upon arrival?
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 3 business days. - Does the “365-day return and exchange guarantee” apply to online orders?
Yes, the "365-day return and exchange guarantee" applies to online orders. However, replacement is only applicable for Furniture Items. Replacement must be of the same model, colour and size. For Home Accessory items, only return and refund will be offered. Refund will be issued to the original method of payment. Please let us know in advance if you have lost or cancelled the said credit card, or the IKEA gift card you used. - How long does it take to process my refund?
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. - Are the Product Guarantees and the 100-day mattress applicable to online orders?
Yes, the “Product Guarantee” and “100-day mattress ” also apply to online orders.
IKEA Macau gift card
- Where can I use the IKEA Macau gift card?
You can use the IKEA Macau gift cards in the IKEA Macau 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.
Please note that additional payment will be required if the purchase price of your new IKEA Macau product exceeds the value of the IKEA Macau gift card. When paying with a gift card, you can either use an alternative accepted payment method to pay the difference, or use multiple gift cards for payment. - Can I use the IKEA Hong Kong Gift Card at the IKEA Macau store?
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. - Can I use the IKEA Macau Gift Card at the IKEA stores in Hong Kong, or the IKEA Hong Kong Online Shop?
No. As the prices in the IKEA stores in Hong Kong and the IKEA Hong Kong Online Shop is in Hong Kong Dollars, you cannot use the IKEA Macau Gift Card to make your purchase due to the difference in currency. - Where can I purchase an IKEA Macau Gift card?
You can purchase an IKEA Macau gift card at the checkout of any of IKEA stores in Macau. There are no fees associated with Gift Cards purchased. You will only be charged the face value of the Gift Card. - Does the full value of the gift card have to be redeemed at once?
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. - Do gift cards have an expiration date?
Gift cards will be valid for 2 years from date of purchase or reload. - How can I find out the balance on my card?
You can find out the balance on your IKEA Macau gift card by visiting the Customer Service counter at the IKEA Macau Taipa store. - What should I do if my card is lost or stolen?
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.