Got Questions?We've got answers — find what you need below.

Placing an order is simple. Open the app or website, browse or search for products, add them to your cart, and proceed to checkout. Choose your delivery address, select a payment method, and confirm your order. You'll receive an SMS and email confirmation immediately.

Currently, each order is fulfilled by a single store to ensure the fastest and most accurate delivery. However, you can place separate orders from different stores simultaneously. We're working on a multi-store cart feature — stay tuned!

You may cancel or modify your order within 5 minutes of placing it — before the store begins preparing it. After that, the order is locked for processing. To request a cancellation, visit Contact Us or call our support line.

If an item is unavailable at the store, you'll be notified via the app and/or SMS. You can choose a suitable replacement, remove the item from your order, or cancel it for a full refund of the out-of-stock item's value.

Yes! During checkout you can choose Schedule for Later and select a preferred date and time slot. Scheduled orders are available up to 7 days in advance, subject to store operating hours.

Standard delivery takes 30–60 minutes depending on your location and order size. Express delivery (available in select areas) can arrive in as little as 20 minutes. Delivery times may vary during peak hours or adverse weather conditions.

Once your order is picked up by a driver, you'll receive a live tracking link via SMS and in-app. You can watch the driver's real-time location on an interactive map. You'll also receive push notifications at each milestone — confirmed, picked up, and delivered.

You can update your delivery address from your Account → Saved Addresses before placing an order. Once an order is placed, the delivery address can only be changed before the store accepts it. Contact support immediately if you need a last-minute address change.

We currently operate across major South African cities and townships. Simply enter your address at checkout to see if delivery is available in your area. We're expanding rapidly — if we're not in your area yet, sign up for our waiting list on the home page.

Minimum order values vary per store, and are displayed on each store's page. Most stores have a minimum of R50. Delivery fees are calculated based on your distance from the store and are shown clearly before you confirm your order.

We accept a wide range of payment methods including: Visa / Mastercard debit and credit cards, EFT (Electronic Fund Transfer), PayFast, Instant EFT via Ozow, and cash on delivery (select areas). We're also adding SnapScan and Zapper soon.

Absolutely. All payments are processed through PCI-DSS compliant payment gateways. We use 256-bit SSL encryption and never store your full card details on our servers. PayFast and Ozow independently handle all sensitive financial data.

Payment declines can happen for several reasons: insufficient funds, incorrect card details, your bank blocking the transaction, or a card that has expired. Check your card details and try again, or use an alternative payment method. Contact your bank if the issue persists.

Yes. A detailed tax invoice is automatically emailed to you after every successful order. You can also access all your invoices under Account → Order History in the app.

Cash on delivery is available in select areas and for orders under R500. Please have the exact amount ready as our drivers may not carry change. The cash on delivery option will appear at checkout if it's available for your delivery area.

Download the The inStore app or visit our website, then tap Sign Up. Enter your name, email address, phone number, and create a password. Verify your phone number with the OTP sent via SMS and you're ready to shop!

On the login screen, tap Forgot Password and enter your registered email address. You'll receive a password reset link within a few minutes. Check your spam folder if you don't see it. The reset link expires after 30 minutes.

Go to Account → Edit Profile in the app. You can update your name, email, phone number, and profile photo. Phone number changes require OTP verification for security. Some fields may require identity verification.

We're sorry to see you go! You can request account deletion from Account → Settings → Delete Account or by contacting our support team. Please note that this action is irreversible and all your data, including order history, will be permanently deleted after 30 days.

You can browse products and stores as a guest, but you'll need to create a free account to place orders, track deliveries, and save your preferences. Registration is quick, free, and takes less than 2 minutes.

If there's an issue with your order, go to Account → Orders → [Your Order] → Report a Problem and describe the issue. Alternatively, log a claim here. Refunds are typically processed within 3–5 business days back to your original payment method.

Due to food safety regulations, perishable goods cannot be returned. However, if you receive an item that is spoiled, damaged, incorrect, or past its expiry date, please report it within 24 hours of delivery with a photo, and we'll arrange a full refund or replacement.

We sincerely apologise! Please report the wrong item immediately via Account → Orders → Report a Problem or through our complaints page. Take a photo of the incorrect item — we'll investigate and send the correct item or issue a full refund.

Once your refund is approved, processing times vary by payment method: Card payments – 3–5 business days; EFT – 2–3 business days; Wallet credit – instant. You'll receive an email confirmation when the refund is initiated.

Non-perishable and non-food items (such as toiletries, household goods, and electronics accessories) may be returned within 7 days of delivery if they are unused, in original packaging, and undamaged. Please initiate your return request through the app or contact support.