Ordering with in:Five
Do I need to set up an account with you?
The answer is a surprising no! in:Five allows you to place an order without logging in, so you don’t have to memorize a set of password. If you wish to personalize your account, you may change your details, save your payment details and set up your payment methods under ‘Account Setting’, which will speed things up the next time you place an order.
Can I cancel my order?
How do I know my order is ready?
When you are ready to check out, you will see our estimated Pick Time for your order at a specific in:Five store. When you are ready to pick up, simply go to “Orders” and click “Start” next to the order you wish to pick up, so that we will start preparing your orders immediately. Don’t forget, you will then have 15 minutes to complete your pick up.
Why do I need to verify my age during checkout?
When you have added an age-restricted item (e.g. alcohol or tobacco), in:Five as a responsible retailer, would have to verify you are aged 18 or above in order to sell the mentioned items to you before checkout and collection. Using the solution powered by our partner Yoti, your age will be verified in seconds, giving you a seamless shopping expereience.
What should I do if I receive an incorrect or faulty item?
“We’re sorry to hear that you’ve received an incorrect or faulty item. We can get this sorted for you, please drop us a message via customerservice@in-five.co.uk with the following info:
Your name
Your order number
Product name
Picture of the fault / incorrect item”
Can I pay additional delivery charges for in:five to deliver the goods door to door?
At this time we currently only offer in-store collection.
The items I put in my cart recently are now sold out, am I still able to get them again?
Have I placed an order successfully?
Once you have successfully placed your order, you would see your Active Orders under ‘Orders’.
Collecting Your Order
How should I collect my order from in:five store?
“When you are nearly arriving at our in:Five store, go to ‘Orders’ and tap ‘Start’. We’ll then start picking your order. Your order should be ready in….five! Please note, your pickup session will be expiring in 15 minutes after you tapped ‘Start’.
When you see ‘Ready To Collect’, just pop in your chosen in:Five store, tap ‘View Your Lockers’ and then ‘Open’ to open your locker door. Before closing the locker door, make sure you have got all your goods as well as your personal belongings!”
What should I do if I accidentally close the locker door?
What does 'Timeout' mean?
“After you tapped the ‘Start’ button on your in:Five App, you’d have to pick up your order in 15 minutes. When you saw ‘Timeout’ on your ‘Locker’ page, it suggested that your pickup session has been expired.
We’re sorry we’ll not be able to renew the session, but please drop us a refund request via customerservice@in-five.co.uk. We’ll complete your refunds within 14 days.”
What should I do if there is missing or faulty item?
“We’re sorry to hear that there is something missing! We can get this sorted for you, please drop us an email via customerservice@in-five.co.uk with the following info:
Your name
Your order number
Product name & code (this can be found at ‘Orders’ page in your IN FIVE App)
Picture of the fault item (if applicable)”
Why do I need to verify my age during pick up?
in:Five is strongly committed to our legal and social responsibilities as a conscientious retailer of age-restricted products. We must ensure that these products are only sold to and collected by individuals aged 18 or over. We appreciate your cooperation in allowing us to conduct a swift age verification process, which only takes a few minutes.
Why am I required to take a sobriety test when picking up alcohol items?
As part of our commitment to fostering responsible alcohol consumption, in:Five has introduced a straightforward sobriety test for customers collecting alcohol items. This policy is an integral part of our endeavour to guarantee the safety and welfare of both our customers and the wider community.
Exchange & Returns
How do I return unwanted items?
You can return your unwanted items via post 14 days of receipt.
To start your return, follow the simple steps below:
1. Get in touch with our crew via customerservice@in-five.co.uk, you’ll be emailed a Return Note.
2. Package up your return securely (in original packaging where possible) and be sure to include your Return Note.
3. Return your items to Unit 320 Metroplex Business Park, Salford Quays, M50 2UE
4. Await your Return Confirmation email, which we will send when we have processed your return. You’ll then receive your refunds in up to 14 days.
What is your returns policy?
“You can return your unwanted items via post or to store within 14 days of receipt.
Of course, any faulty items can be returned. However, non-faulty items that are not in a condition suitable for resale (i.e. used, washed, soiled or damaged), such as unsealed audio, video or computer software products that were sealed at the time of collection, will not be refunded and will be sent back to you.
Perishable items cannot be returned (your statutory rights are not affected).”
How long does the refund take?
Please note, it can take up to 14 days to complete once your return is arrived at our warehouse, and we’ll send you an email to confirm it’s gone through. Please allow 3-5 days for the refund to show in your account. We always try to be as fast as possible, but during busy periods (such as gift-giving holidays and sales) it can take a little longer.
Can I return more than one order at the same time?
When will I receive my refunds?
Payment
What payment methods do you accept?
“We can accept the following cards and payment methods online:
Sadly, we’re not able to accept Visa Electron, Solo or Laser”
What is card security code?
Why was my card declined?
Can I get a VAT invoice?
Sobriety Test & Age Verification
Is the sobriety test mandatory for all alcohol pickups?
Yes, undergoing a sobriety test is a compulsory procedure for every customer picking up alcohol items from our store. This is a key aspect of our dedication to promoting responsible drinking. The test can be initiated by clicking “verify” when accessing the locker via our app.
How does the sobriety test function?
Our sobriety test involves a simple, multiple-choice mathematics question designed to assess basic cognitive functions. This quick and unobtrusive method helps ensure your sobriety prior to the pickup of alcohol items. You are allowed two attempts; failing both will result in the cancellation and refund of your alcohol items. Upon successful completion within two trials, you will proceed to the age verification process.
Are the results of my sobriety test recorded or shared?
No, the results of the sobriety test are neither recorded nor shared with any third parties. The test is exclusively for confirming responsible alcohol consumption at the time of pickup.
Is age verification mandatory for obtaining age-restricted products at in:Five?
Absolutely, age verification is essential for all age-restricted products, including alcohol and tobacco, in compliance with legal regulations. This ensures the responsible sale of these products. You will be prompted to complete the verification process, powered by Yoti, at your initial purchase of age-restricted products and each subsequent pickup.
How is age verification conducted?
Age verification at in:Five is facilitated by our partner, Yoti. You will have the option to choose between Age Estimation and Age Verification:
- Age Estimation: Utilising Yoti’s facial recognition technology, your facial features are analysed to estimate your age range, ensuring that no personal data is stored or shared.
- Age Verification: For heightened accuracy and compliance, you might need to verify your age by scanning a government-issued ID through the Yoti app.
Rest assured, in:Five does not access your sensitive data, as the entire verification process is securely managed through Yoti’s platform. You may find Yoti’s Privacy Policy at www.yoti.com/privacy/
What is Yoti and how is it used for age verification?
Yoti is a digital identity service that securely authenticates your age using either government-issued ID or biometric facial recognition technology. For detailed information, visit their website at www.yoti.com.
Your in:Five Account
How can I request for my account to be deleted?
To request the deletion of your account, please send an email customerservice@in-five.co.uk. Include your most recent order number (if applicable) in your request. The deletion process will be completed within 3 to 5 business days, during which we will confirm that all data associated with your account has been permanently removed from our records, except for any data we are legally required to retain. Please note that account deletion is irreversible.