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Ordering with in:Five

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’, which will speed things up the next time you place an order.

Unfortunately, our App does not currently allow you to change or cancel anything yourself. We are also unable to edit an order once it has been placed. We know this is not ideal, but should you need help, please get in touch with our crew at customerservice@in-five.co.uk and we will look for the best solution for you.

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. Our app will also send app notifications to remind you about your order, so please subscribe for a smooth purchase. Don’t forget, you will then have 15 minutes to complete your pick up.

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.

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”

At this time we currently only offer in-store collection within our App. However, you can also find us on Deliveroo if you’re looking for delivery services. 

Goods are not allocated to you until it’s confirmed and seen in ‘Orders’ – adding items to your cart does not reserve them. Do check our app frequently, we will replenish as fast as we can! 

Once you have successfully placed your order, you would see your Active Orders under ‘Orders’.

Collecting Your Order

For instant orders, you may click “Access my lockers” to review the locker status and begin collection.

For scheduled orders, i.e. you schedule to collect at certain times, when you are nearly arriving at our in:Five store, go to ‘Orders’ and tap ‘Ready to Collect’. We’ll then start picking your order. Your order should be ready in….five! 

Before closing the locker door, make sure you have got all your goods as well as your personal belongings!

Don’t worry! You’ve got 30 seconds buffer time, just feel free to reopen the door before it’s locked.

After you tapped the ‘Open Locker’ 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.”

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)

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.

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.

We kindly request customers to enable location access to collect their orders. This helps us ensure that:

  1. You are very close to the shop, allowing for a seamless and efficient collection process.
  2. The freshest items are delivered to you at the right time, ensuring top-quality products.

Thank you for helping us serve you better!

How to enable location access

For iOS:
  1. Open the Settings app on your iPhone.
  2. Scroll down and tap on Privacy & Security.
  3. Tap Location Services.
  4. Ensure that Location Services is turned ON.
  5. Scroll down to find the in:Five app and tap on it.
  6. Select While Using the App or Always Allow for location access.
For Android:
  1. Open the Settings app on your Android device.
  2. Tap Apps or Apps & notifications.
  3. Scroll down and select the in:Five app.
  4. Tap Permissions.
  5. Select Location and choose Allow only while using the app or Allow all the time.
For Safari (iOS):
  1. Open the Settings app on your iPhone.
  2. Scroll down and tap on Safari.
  3. Tap Location.
  4. Select While Using the App or Always Allow.
For Chrome (iOS and Android):
  1. Open the Chrome app on your device.
  2. Tap the three dots (Menu) in the bottom-right (iOS) or top-right (Android).
  3. Tap Settings.
  4. Go to Site Settings > Location.
  5. Toggle the switch to enable location access.

If you have any issues enabling location access, please contact our support team for assistance.

Exchange & Returns

We follow UK consumer law, including your right to a 14-day cooling-off period. This means you can return your order within 14 days of receiving it, even if you’ve simply changed your mind.

For Click & Collect orders, the cooling-off period begins once your order has been collected from the locker. From that point, you’ll have 14 calendar days to let us know if you’d like to return an item.

To start a return:

  1. Get in touch – Email customerservice@in-five.co.uk with your order number and reason for return. We’ll email you a Return Note.

  2. Repack your items – Securely package the item(s) (ideally in the original packaging) and include the Return Note.

  3. Send it to us – Post your return to:
    Attn: Customer Service @ in:Five
    Unit 320, Metroplex Business Park, Salford Quays, M50 2UE

  4. Receive your refund – Once we receive and inspect your return, we’ll email you a confirmation. Refunds are processed within 14 days of confirmation.

Please note:
– We only offer refunds for returned items — no exchanges.
– Items must be unused and in resalable condition unless faulty or not as described.
– Return postage is at your own cost unless the item is faulty.

You can return unwanted items by post to our headquarters within 14 days of collection.

Once the locker has been opened, the order is considered collected and received. From this point, the 14-day cooling-off period begins. Returns requested after this period will not be eligible for a refund.

Faulty or misdescribed items can still be returned at any time in line with your statutory rights.

All returns must be posted to:
Unit 320, Metroplex Business Park, Salford Quays, M50 2UE

Please note:
– Items must be unused, in original packaging, and in a condition suitable for resale.
– Non-returnable items include:
 • Perishable goods
 • Personal care items once opened
 • Unsealed audio, video, or software products
– Return postage is at your own cost unless the item is faulty.

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.

Yes, as long as you have all your Return Notes packed in your parcel securely.

Refunds will be processed within 14 days of us receiving your return. If you haven’t heard from us within that time, please email our team at customerservice@in-five.co.uk with a copy of your proof of postage and they’ll look after everything for you.

Payment

“We can accept the following cards and payment methods online:
Find out where to use Apple Pay – Apple Support (UK)    Brand guidelines | Google Pay API | Google Developers    Mastercard PNG - Mastercard LOGO Transparent Images - Free ...  

Sadly, we’re not able to accept Visa Electron, Solo or Laser”

This set of number that gives a little bit more secuirty when you are shopping online can be located on the signature strip on the back of your card – we only require the last 3 digits of this number.
We will not decline transactions at checkout, only authorize the amounts – if your bank does decline, please contact them directly so they can rectify this for you. Please be advised that the authorized amount will show on your account for around 7 working days, regardless of a successful transaction being made. This amount has not been debited, it has only been ring-fenced from your available balance.
If you require a VAT invoice, please email customerservice@in-five.co.uk. A VAT invoice will be with you in just a few days.

Sobriety Test & Age Verification

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.

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.

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.

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.

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/

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

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 10 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.

Accessibility & Support at in:Five

Yes, our app works with most standard screen readers on iOS and Android. We’re continually improving our interface to support users with visual impairments.

At the moment, the app does not support in-app text resizing or contrast adjustments. We recommend using your device’s built-in accessibility features such as magnification, colour inversion, or screen readers for improved usability.

For most orders, yes — you can share your QR collection code with a trusted person.

However, for age-restricted items (e.g. alcohol, certain medicines), the person who placed the order must collect in person, with valid ID if requested. This ensures we comply with UK legal requirements.

If you need support collecting an age-restricted item, please email customerservice@in-five.co.uk and we’ll do our best to assist.

Most of our locker locations are step-free and wheelchair accessible. If you experience any issues at a particular site, let us know and we’ll recommend the most suitable nearby location.

We don’t currently offer printed materials in large print or braille. However, we’re happy to send digital versions with enlarged text on request.

Please email us at customerservice@in-five.co.uk. We aim to respond within 1–2 working days.

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