Got questions?
We've got answers.

Download the inStore app, create your account, browse stores or restaurants near you, add items to your cart, and proceed to checkout. Choose your delivery address and payment method, then confirm your order. You'll receive real-time updates throughout.

Yes! During checkout, you can choose "Schedule for later" and select your preferred delivery window. Scheduled orders are confirmed immediately but fulfilled at your chosen time.

You can cancel or modify your order within 2 minutes of placing it. After that, the vendor may have already started preparing it. To cancel, go to Orders → select your order → Cancel. For modifications, contact support immediately.

If a vendor is unable to fulfil an item, they will contact you via the app to offer a substitute or remove the item. Any difference in price will be refunded automatically.

Average delivery time is 25–45 minutes depending on distance, vendor preparation time, and current demand. You can track your driver in real-time on the map inside the app.

We currently operate in Cape Town, Johannesburg, Pretoria, Durban, Port Elizabeth, Bloemfontein, East London, Polokwane, and Nelspruit — with more cities launching soon. Enter your address in the app to see available vendors near you.

Delivery fees are based on distance from the store to your address. The exact fee is shown before you confirm your order. Some vendors offer free delivery above a minimum order value.

If your order is significantly delayed or hasn't arrived, contact our in-app support immediately. We'll investigate and, where appropriate, issue a full refund or store credit. We take every delivery issue seriously.

Download the inStore app, tap "Sign Up", and enter your South African phone number (+27). You'll receive an OTP to verify your number, then fill in your name and email. That's it — you're ready to shop!

On the login screen, tap "Forgot Password" and enter your registered email or phone number. You'll receive a reset link or OTP. Follow the instructions to create a new password. If you're still locked out, contact our support team.

Go to Settings → Account → Delete Account. You'll be asked to confirm. All your personal data will be removed within 30 days as per our Privacy Policy. Note that pending orders must be completed first.

We accept credit and debit cards (Visa, Mastercard), EFT, cash on delivery (select areas), and digital wallets. All card payments are processed securely — we never store your full card number.

Yes. We use PCI-DSS compliant payment processors. Your card details are tokenised and never stored on our servers. You can remove saved cards at any time in Settings → Payment Methods.

Refund requests can be submitted through Orders → select the order → Request Refund. Approved refunds are returned to your original payment method within 3–5 business days. Store credit refunds are instant.

Visit our Vendor Portal at theinstore.co.za/vendors or contact our partnerships team at vendors@theinstore.co.za. We'll walk you through the onboarding process, which typically takes 2–3 business days.

Our commission structure is competitive and varies by vendor category. Details are discussed during onboarding. We believe in fair partnerships — no hidden fees, no surprises.

Absolutely. Vendors have full control through the inStore Vendor Dashboard — update menus, adjust pricing, toggle availability, view analytics, and manage orders all from one place. Available on web and mobile.