Thursday, June 12, 2026
Pre-chat with IKEA's virtual assistant
We’re currently experiencing a small technical hiccup that may slow down our response times a bit. We’re on it and working to get things back to normal as soon as possible. Thanks for your patience while we fix this together!11:15
How can I help you today?11:15
I'm looking for instructions for washing the inner liner on Kivik cushions. Not the fabric part, but the white part that wraps around the foam and unzips.11:15
Here's some content that's close to what you're looking for.11:15
Was any of this helpful?11:15
No11:15
Sorry, we're having trouble figuring this out.11:15
Well, this is something new to me. I love learning new things.11:15
Would you like me to connect you to one of my co-workers for more help?11:15
Yes11:15
Sure thing. I'll help you get connected.11:15
Please tell us what your query is about so I can connect you to a co-worker with the right skills and knowledge needed to help you.11:15
I'm looking for instructions for washing the inner liner on Kivik cushions. Not the fabric part, but the white part that wraps around the foam and unzips.11:15
This live chat may be analysed and reviewed using AI technology. This is based on our legitimate interest to improve your support experience.11:15
If you don’t want this chat reviewed by AI, let us know.11:15
Continue11:15
Okay, let's find the right co-worker to help you.11:15
Okay. I need a few details to help you better. Let's start with your first name.11:15
Ryan11:15
The last email you entered was apott465@gmail.com. Do you want to continue with it?11:15
We will send you a copy of the conversation to your email after you have ended the chat with us.11:15
Use another email11:15
And finally, your email address, please.11:15
ryanmatthewgraves@me.com11:15
Thanks! My co-worker will be with you shortly. They'll be able to see your chat with me, so they know what's going on. Please note that chat may disconnect if you are idle for 2 mins.11:15
Please hold, we're connecting you to IKEA live chat
Your estimated wait time is less than 2 minutes
You're almost there. Someone will be with you shortly
H
Thank you for contacting IKEA. My name is Harsh and I'd be happy to assist you. Will you allow me a moment to quickly review the previous chat to get more information?11:15
Hi Ryan!11:15
yep11:16
H
Just to confirm that you want instructions for washing the inner liner on Kivik cushions, is that correct?11:16
that's correct11:16
H
Thanks for the confirmation.11:17
I am so sorry to inform you that the white inner liner of IKEA KIVIK cushions is not machine washable.11:17
IKEA advises cleaning it only by lightly vacuuming with a soft brush attachment or dusting, it should not be laundered or soaked.11:18
That's unfortunate. Our dog had an accident on one of ours.11:18
H
Oh no, that’s tough, pet accidents on cushions are never fun.11:19
Indeed. I don't think a vacuum is going to clean it properly. Are replacements available?11:19
H
Please let me know the date of purchase.11:19
ah yeah one sec... it was sometime last month, on my wife's account I believe.11:20
H
Please share the order number.11:20
May 9, 202611:22
order number is 49308129911:22
H
Please share the image of the cushhion.11:23
it's currently disassembled, the fabric cover is in the washing machine and we have the liner off the cushion air-drying. What part would you like to see?11:25
if it helps, its one of the longer ones, not the short side11:25
H
Please share the picture of the cushion you are referring to.11:26
Just checking, if we're connected.11:28
yeah hang on I'm trying to get a picture of this disassembled couch cushion and then transfer to my computer to send to you11:28
H
Sure, take your time11:29
11:29H
Thanks for sharing the cushion image.11:31
in this case I request you to please visit the store to buy the cushion and the store team will surely help you in this matter.11:31
the nearest store is 3 hours away11:32
that's why we ordered online11:32
is there a way to just get a replacement of the liner?11:32
H
I am so sorry to inform you that we are unable to help you with the replacement of the liner.11:33
why did you ask for a picture?11:33
I thought it was so you could fulfill a request or something11:33
H
If you wish I can hel;p you with the warranty claim of the cushion, is that okay for you?11:34
This is a very confusing conversation.11:34
H
I am so sorry for the confuison.11:35
Please don't worry I will help you with the warranty claim for the item, is that okay for you?11:35
Sure let's do that11:35
H
Thanks for the confirmation.11:36
I have share you an email requesting the pictures of the cushion, I request you to please share 3-5 images along with the short video of the item.11:39
Once you will share the images, our backend team will check the images and update you accordingly within 48-72 hours.11:39
Case number 159-84429897 is for your reference.11:40
If there’s anything more, you need or if you have any further questions? I’m here and happy to assist.11:40
I'm not sure what 3-5 pictures and a video are going to do. The dog peed on the couch. The pee is dry and not visible, but the smell is still there (along with the germs).11:41
I can't take a picture of the smell lol11:41
H
In this case I personally suggest you to please mix equal parts white vinegar and water, dab gently onto the area, and let it dry. As vinegar neutralizes ammonia smells.11:44
Once the liner is dry, sprinkle baking soda generously, leave overnight, then vacuum. This helps absorb any remaining odor.11:44
If there’s anything more, you need or if you have any further questions? I’m here and happy to assist.11:45
Is there really no way to just get a replacement liner for the cushion? That would be the helpful outcome here.11:46
H
I am so sorry for that, however if you want the replacement of the liner for the cushion, I request you to please visit the store, and the store team will surely help you in this case.11:48
If there’s anything more, you need or if you have any further questions? I’m here and happy to assist.11:49
No, it sounds like you won't be able to help me, so I don't think I need anything else.11:50
H
I completely understand that you’re not satisfied with the resolution so far. I’ve documented your concerns carefully and shared them with my team so we can improve our process. We’ll make sure to assist you better moving forward.11:50
Thank you for your kind understanding and cooperation, I appreciate your time and efforts, you have been very patient through the chat. Please feel free to chat with us again. We are available from 08:00 AM to 12:00 AM EST. Have a lovely day ahead.
It's always nice chatting with someone as friendly as you!11:51
It's always nice chatting with someone as friendly as you!11:51