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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 Setting’, 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. Don’t forget, you will then have 30 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”

Not at the moment, but you can always look for us on Deliveroo to use the 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. You may add the out of stock item to “My List” and we will notify you when it’s back in stock again!
Once you have succuessfully placed your order, you would see your Active Orders under ‘Orders’.

Collecting Your Order

“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 30 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!”

Don’t worry! You’ve got 30 seconds buffer time and a “re-open” button, just feel free to reopen the door before it’s locked.

“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.”

“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 committed to its legal and social obligations as a responsible retailer of age restricted products. We have to make sure age restricted prodcuts are only sold to and collected by those aged 18 or over. Therefore, please allow us to verify in just a few minutes.
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Exchange & Returns

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.

“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).”

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.
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