FAQ

Stop the parcel hunts! (Hmmmm), nosy neighbours and soggy bottoms….we’re AlwaysIn so you don't have to be!  

Redirect your on-line parcels to our safe neighbourhood hub and we make one simple delivery when you’re home.

Too good to be true (We know!) so here are some answers to questions you might have.

Oh and if you are really into your nitty gritty the T&C section of our site will show you some love.

How AlwaysIn Works

 

Redirect your on-line parcels to our safe neighbourhood hub and we make one simple delivery when you’re home.

 

We explain how it works ‘here’

 

3 simple steps to AlwaysIn 


  1. Sign Up - we give you your AlwaysIn Username and AlwaysIn Hub Address.
  2. Shop online at your favorite stores - use your AlwaysIn Username (as first name), your Surname & AlwaysIn Hub Address in the ‘Deliver to’ section at their checkout.
  3. Book an AlwaysIn Delivery Round - We let you know when your parcel arrives at the AlwaysIn hub and you can book a delivery round to suit you at www.AlwaysIn.co


Username & AlwaysIn Hub Address

 

How do I get my AlwaysIn Username and local hub address?

 

On www.AlwaysIn.co use our postcode checker to see if we operate in your area and then just follow the few steps on screen to sign up.  It’s free to sign up!

 

What is my AlwaysIn Username for? 

 

It’s the new you so have some fun choosing it!  Your AlwaysIn username (e.g. ‘ITSFORYOU’’) is your new first name that you use in the ‘deliver to’ section at online checkouts.  We use it to identify you and your real address when you send your parcels to the AlwaysIn Neighbourhood Hub, so choose wisely!  

 

Can I create my own Username?

 

Not right now, we need to give you one of our quirky AlwaysIn generated usernames at the moment, just keep pressing generate when you sign up, we are sure you will find one you like.

 

How do I use my AlwaysIn Username and Hub address?

 

When you are at the checkout on any of your favourite websites, complete the ‘Deliver to’ section with your AlwaysIn Username  (e.g. ‘ITSFORYOU’) as your first name, your own Surname and the AlwaysIn hub address that we gave you, then just fill in your billing details as normal.   It feels weird the first time but we promise (Like most things) it will get better with time!

 

So for example if your real name is Jenny Jackson (nice name!) and you have been given the AlwaysIn Username ITSFORYOU and your local AlwaysIn Hub Address when you signed up at AlwaysIn.  Then when you are at checkout on your favorite online sites this is what you do:

It’s as simple as that, better still your browser will remember your AlwaysIn Username & Address details, making it even easier to use AlwaysIn in future.  

 

How do I change my user name?

 

Once signed up it's better if you do not change your username as you may have a parcel on the way and we need to know it's for you.  If you are really in the mood for a change you could log out of your profile and sign up all over again with another email address.

 

What happens after I have used my AlwaysIn Username and address with a retailer?

 

You can relax, your retailer will deliver your goodies to your local AlwaysIn hub for safekeeping, when we receive it we take a picture so you can see this on your AlwaysIn Dashboard (at www.alwaysin.co).  We then deliver it to you on the next AlwaysIn delivery round you have booked.


Using AlwaysIn on Retailer Websites 

 

Can I really use AlwaysIn with any on-line retailer?

 

Yes that’s the great thing about AlwaysIn you can use it for almost anything, just remember that at AlwaysIn ‘Size does matter’, parcel size that is (see below).  

 

I cannot find an AlwaysIn Button on the retail website

 

Now you are getting ahead of yourself, one of the benefits of AlwaysIn is you can use it wherever you go shopping online (Subject to parcel size, see below), so we don’t need a button on the site.  It’s a great idea though, as our community of users grows we hope the retailers will be asking for it.

 

How do I use my AlwaysIn Username and address?

 

When you are at the checkout on any of your favourite websites, complete the ‘Deliver to’ section with your AlwaysIn Username  (e.g. ‘ITSFORYOU’) as your first name, your own Surname and the local AlwaysIn hub address that we gave you, then just fill in your billing details as normal.   It feels weird the first time but we promise (Like most things) it will get better with time!!

 

So for example if your real name was Jenny Jackson (Nice Name!) and you have been given the AlwaysIn Username ITSFORYOU and your local AlwaysIn Hub Address when you signed up to AlwaysIn.  Then when you are at checkout on your favorite online sites this is what you do:

It’s as simple as that, better still your browser will remember your AlwaysIn Username & Address details, making it even easier to use AlwaysIn in future.  

 

Do I use my AlwaysIn Username for my Billing Address?

 

No just fill out your Billing address as normal with your own first name, surname and address so your bank will know it is you shopping and accept your payment.

 

Oh no, I put my AlwaysIn Username in as the first name of my Billing address by mistake.

 

Oops, don't worry it’s all fine, the website will either reject the name and ask you to re-enter your real one or it may just go through anyway, some banks do not use your first name for their checks.

 

Oh no, I put my AlwaysIn address in as my Billing address by mistake.

 

Don’t Worry it’s no problem the website will realise the mistake and ask you to re-enter your real address. 

 

A store has started to use my AlwaysIn Username in emails to me!

 

This does make us giggle, especially if you have chosen a great AlwaysIn Username!  It won't cause any problems, it's just their automated system picking up your Username from your delivery details.

 

Which delivery option do I choose on the retailers website?

 

That’s up to you just remember to leave enough time for your goodies to arrive at the AlwaysIn Neighbourhood Hub before your delivery round.  Hopefully AlwaysIn should allow you to choose free delivery options more often at the retailers checkout.

 

Can I get my next day deliveries through AlwaysIn?

 

If your parcel arrives from your retailer to us before we load your delivery round (Usually a few hours before your delivery) and you have a delivery round booked that day, we can get the parcel to you. 

 

What Can AlwaysIn Deliver (Size Guide)

What size parcels can AlwaysIn deliver?

At AlwaysIn we love to help you with your online deliveries but we do have to draw the line somewhere.   We could publish lots of size rules and regulations like other sites do but we prefer to keep things simple, so here's the thing.  We use electric cargo trikes (and the occasional e-van) to make deliveries eco-friendly and there is a limit to what you can get onto a fancy e-trike.  So after racking our brains we decided to produce this handy 'AlwaysIn Size Matters Guide'  

THE HANDY 'ALWAYSIN SIZE MATTERS GUIDE' (In caps because it matters!)

If you could carry it to the car yourself and get it home on the passenger seat (Even at a squeeze) then we can deliver it for you, just hold off on anything perishable.

Let's leave the big stuff to the big boys, your groceries to the supermarkets and takeaways to Deliveroo, we wouldn't want to perish your perishables.

For those of you who relish a bit of nitty gritty, then outer packaging of 60cm x 50cm x 50cm and max package weight of 20kg and our T&C section should give you that warm feeling!  The rest of us can stick with the easy to understand passenger seat bit!

 

What items can I send through AlwaysIn?

 

Think clothes, shoes, outfits, bags, shoes, fashion, boots, gym wear, sneakers, lovely smaller homeware, more shoes, old style entertainment like books games and toys, did we mention shoes, smaller gadgets are always cool and non perishable yummies are fine too but don't forget we definitely definitely deliver shoes.  In fact most things that you can get home on the passenger seat of your car, just hold off on those perishables! We even provide you with a unique secret code to be sure we hand your goodies only to you.

 

What will we say NO WAY to delivering even if it is within our size guidelines?

Some things are a little tricky and we need to avoid, you are ultimately responsible for what you send through AlwaysIn, so you should know that we cannot deliver any of the following for you:

 

Fresh Food                            We have to leave something for the grocers to do!

Money                                     Why would you?

Gift Cards                               Easier to use the postman

Weapons & Knives                 Again why would you?

Flammables                            We cannot take the heat

Prescription Drugs                  Leaving that to the Chemists 

Other Drugs                            It's not ‘breaking bad’ you know

 

Can I send my weekly grocery shop through you?

 

Noooo!!  Let’s leave the groceries to the supermarkets! - We can’t carry chilled or hot goods and don’t want to perish your perishables!! 

 

Can I get my next day deliveries through AlwaysIn?

If your parcel arrives from your retailer to us before 4pm and you have a delivery round booked that evening, we can get the parcel to you.  

 

What if my parcel arrives in more boxes than I thought?

We are all about making your life easier, so don't stress, if we do come across an issue we can always call you.  If things arrive in more boxes than you planned we have thought that through too, we deliver up to 3 parcels for you from £3.50 on one AlwaysIn delivery round. 

 

Delivery Rounds

 

How many parcels can I have on one AlwaysIn delivery round?

You can have up to 3 parcels from the same or different retailers, delivered on one AlwaysIn delivery booking. If you are in shopaholic mode just book more deliveries.

 

Do I book an AlwaysIn delivery round before or after I go shopping?

Either is fine with us:

 

If you book before or as you shop, just remember to allow enough time for your parcel to get to us from your retailer, before your AlwaysIn delivery round.  

 

If your parcel arrives with us and you have not yet booked a delivery round we will email a reminder to book your AlwaysIn delivery.

 

What happens if I book an AlwaysIn delivery round but my parcel does not arrive at the neighbourhood hub in time?

 

No problem, If no parcels have arrived by midday on your delivery round day we send you a message to let you know in case you want to move or cancel the round.

 

What happens if I do not cancel or move an empty delivery round I have booked?

 

You can move or cancel a booked AlwaysIn delivery round up to the point where we load the vehicle, it's usually a few hours before your delivery.  As we kept this slot open just for you nobody else could use it so we will still charge you if you leave it open with no parcels in and don’t move it, but It’s a small price to have paid for your own exclusive slot!

 

What happens if I send a parcel to AlwaysIn but haven’t booked a delivery round?

It's ok we will keep your goodies safe and message you to say we have them, asking you to book your next delivery round.  We hold parcels for a max of 7 days before returning them.

 

How many AlwaysIn Delivery Rounds can I have booked at one time?

 

You can have up to 2 Delivery Rounds booked on AlwaysIn, so you can be covered for up to 6 parcels. 

 

How far ahead can I book my AlwaysIn Delivery Round?

 

We let you book a Delivery Round up to 14 days in advance, that should help if you remember something you need to have delivered when you get back from your Hols!

 

Can I Schedule the same AlwaysIn Delivery Round for every week?

Great minds think alike, we are working on that.  For the moment all you ‘forward planners’ can book a future slot up to 14 days out.

 

How long will AlwaysIn hold my parcels before I book a Delivery Round?

Storage is not our thing, delivery is! A few days is fine if you are waiting for one or two other items for your outfit to fill your next Delivery Round, but after 7 days with no delivery we will need to charge you for a Delivery Round and return your goodies to the sender.

 

My Delivery

 

Do I have to be in to receive my AlwaysIn Delivery?

We want to be really sure you get your parcels, no knocking and run games from us!  The secret code we give you for each delivery ensures only yourself or somebody you shared the code with can receive your goodies.  So you can pop out, but don't forget to leave tonights code with your family or friends at home.

 

What is the secret number for?

We want to be sure we are delivering your parcels safely to you so we provide you with a new code each time you have a delivery.  When we deliver, you give us the code and we hand over your goodies safe in the knowledge it was you or somebody you trusted with the code.

 

When do I get my Secret Number?

Your AlwaysIn Dashboard will show your secret number on a booking slot once your parcels have been loaded for delivery, usually a few hours before your actual delivery.

 

Does my AlwaysIn Secret Number change or is it like a pin number?

For security a new secret number is created every time we load up for your Delivery Round.

 

Will you leave a parcel in a safe place if I am not in?

Not our style, we created AlwaysIn for you to get over the frustrating delivery problems that safe places and left parcels create.

 

What happens if I am not in for my booked delivery round?

That's outrageous, we’re working and you're out partying where's our invite?. If you are called away we will try to call to see if you are nearby, but if not, don’t worry you can give the secret code to someone else that's at your home. If that doesn't work I’m afraid we will be keeping your goodies for now and still charging for the delivery round.  A small price to pay for a good night out!  Your parcels will magically reappear on your AlwaysIn Dashboard, just rebook another round for a time to suit you.

 

Returns

 

Can I still make returns to retailers if I have used AlwaysIn?

Yes it all works as normal for your returns, If you are requesting a retail return pick up from home just check they have your actual address not your AlwaysIn address.  Better still we plan to offer a new service to pick up your returns in future as we make your AlwaysIn deliveries.

 

I am trying to make a return and the retailer has put my AlwaysIn Username on the label.

That’s no problem, they will still recognise the return is for you, you can replace this with your real name if you are printing the label yourself, but why would you!!

 

Payment 

 

How much does an AlwaysIn Delivery Round cost?

Sign up and you can see the price for each delivery round before you choose it, as a guide we are trying to keep the price similar to a lovely drink at your favorite coffee shop.  A small price to pay for Parcel Karma!

 

How many parcels can I have on one AlwaysIn delivery round?

You can have up to 3 parcels delivered from different retailers on one AlwaysIn delivery all for that single fee, If you are in shopaholic mode just book more deliveries.

 

Do I get charged more if I have more than three Parcels on an AlwaysIn Delivery Round?

We deliver up to 3 parcels on your Delivery Round if you have more parcels you can always make another Delivery Round booking in the same time window, if it’s available.

 

When do I get charged for my AlwaysIn Delivery Round?

We only charge for the Delivery Round when the delivery is completed with your secret code, when we tried to deliver and nobody was able to give the secret code for your delivery or if you booked a delivery round and didn’t use it (you can amend or delete them before we load up).

 

Do I get charged if I cancel or change an AlwaysIn delivery Round?

You can change or cancel a delivery Round if it is still open in your Dashboard.  Delivery rounds are closed as we start to load up for delivery, usually a few hours before delivery. 

 

Do I get charged for AlwaysIn holding my parcel at the Neighbourhood Hub?

Storage is not our thing, delivery is! A few days is fine if you are waiting for one or two other items for your outfit to fill your next Delivery Round, but after 7 days with no delivery we will need to charge you for a Delivery Round and return your goodies to the sender.

 

Why do I need to enter my payment card details when making my first booking?

It’s less hassle for you, booking and leaving the rest to us, it allows you to cancel or change the slot up to the point we load the vehicle (Usually a few hours before delivery).  Your card information is secured through our payment partner ‘Stripe’.

 

How do I change my payment method?

No problem just sign in to AlwaysIn and click payment details on your account menu.

 

Is my card information held by AlwaysIn?

AlwaysIn do not hold all your payment card information, this is handled by our payment partner ‘Stripe’ who handle millions of card payments every day.

 

General

 

My parcel did not arrive at the AlwaysIn Hub, what do I do?

If your parcel has not arrived at the AlwaysIn Hub you need to contact your retailer or their carrier delivering it to the hub.  They should be able to explain what has happened or show you confirmation of the delivery being made to the AlwaysIn hub with a signature or picture.

 

My Retailer says the parcel was delivered to the AlwaysIn Hub but it is not showing in my AlwaysIn Dashboard?

We load parcels onto the system every few hours so there can be a delay between arrival at the hub and the picture of your parcel appearing on your dashboard.  If it has not appeared after 24hrs and you have confirmation (Signature or picture) from the retailers carrier that it was delivered, just contact us.

 

My purchase was damaged when I opened the box?

Contact your retailer as normal, remember they should package your goodies in a way that allows them to arrive safe and sound after its journey and it's their responsibility to resolve this for you.

 

I had a notification from my delivery courier saying the hub was closed and they need to redeliver, what do I do?

Sorry about that we try to be AlwaysIn all day at the Hub as that is when the majority of couriers arrive, occasionally they will arrive outside of hours, on Sundays or not find us.  Normally they will try to redeliver the next day or you may be asked what action you want to take.  Just ask them to redeliver to us during the daytime and we will be there.  We are extending our hub hours all the time as we grow so you should not encounter this very often.

 

How do I change my home delivery address?

You can change the delivery address linked to your username in ‘My Account’, but remember if your new address is outside our service you will not be able to use AlwaysIn.

 

How do I unsubscribe from Emails & Texts?

You can unsubscribe from notification emails and texts in ‘My Account’, may be unsubscribe from one but not the other just so we are able to tell you when parcels have arrived for you.  If you want to stop receiving our fabulous marketing offers and emails you can do this in ‘My Account’ too.

 

Who are AlwaysIn

We are a group of 4 friends who got together to solve a problem, between us we have been a Head of Design (that's why the site looks great), run bike sharing companies (very cool and why we use cargo bikes), run a parcel operation (Kind of essential for us) and managed logistics for big retailers (again very useful).  We decided it was time to put consumers in control of their deliveries and reduce the impact of parcel delivery on the environment by consolidating more deliveries.  We also hope with some hard work the business will grow and we can eventually sit on a beach somewhere!  we have taken a risk and gone for it…we hope it inspires you to do the same!

 

We currently use Zedify as our delivery partner, they are a Zero Emissions last mile delivery service who pay riders a living wage,  as a result they have a great team that we hope you will get to know as your own personal delivery service.

 

Contact Us

Our contact information is below, Don’t forget if it’s a query relating to the retail delivery to AlwaysIn or damage of an item, you should contact your retailer or their courier first, before we get to have a lovely chat with you.  We are currently offering email support so please allow a little time for us to respond, we hope to add live chat very soon. 

 

[email protected]

 

AlwaysIn is a registered trade mark of Micromob Ltd a company registered in England and Wales (Company No. 12752345) 20-22 Wenlock Road, London, N1 7GU.


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