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GENERAL INFORMATION
How do I reach you?
Great news! Our Customer Service team are available from 9am to 5pm Monday to Sunday. Just choose the contact method that’s most convenient to you and we’ll be happy to help.
Email: customer.support@inmotionstores.com
Web Chat: Just look for the web chat button in the bottom right of your screen
WhatsApp: +44 7855 987 144
If you’d prefer to drop us a note via our website, just click here to reach our Contact Us page.
For general information about our USA stores, please click here
RETURNS POLICY (UK & Europe)
We’ll happily accept returns within 30 days of purchase provided they are unopened and in a resaleable condition. You’ll need to provide your receipt as proof of purchase and send the item back to us.
Faulty returns will be accepted up to 6 months after purchase in accordance with your statutory rights. You’ll need to provide your receipt or bank statement as proof of purchase.
Return of Ex-Display or Ex-Demonstration Items
If you have purchased an ex-demonstration or ex-display item from InMotion, you are still covered by our 30 day returns policy, in spite of the items having been unboxed. You’ll need to return the item with all associated packaging and accessories to and show your receipt as proof of purchase.
Our full return policy is available here Returns and Refunds. For more information on how to return your InMotion purchase please carry on reading.
Note: this policy applies to items purchased in one of our UK or European stores or on www.uk.inmotionstores.com. For items purchased in the USA please click here.
Where can I return items to?
If you purchased your item at one of our UK or European airport locations don’t worry, we’ve got you covered. We’ll help you return from anywhere in the world! Just get in touch via customer.support@inmotionstores.com or via one of the other contact methods listed here – whatever works for you!
If you prefer to return directly to a store, feel free! Take it back to an InMotion store in the country where you made the purchase and we’ll be happy to help.
ONLINE SHOPPING (CLICK AND COLLECT)
Returns process
We hope you love your InMotion purchase, but if for some reason you need to return your item, just drop us a line! You can contact us on email (customer.support@inmotionstores.com) or reach out on WhatsApp (+44 7855 987 144).
Our Customer Service team will support you to return the unwanted/faulty item and arrange for a refund.
If your item is faulty, be sure to describe the fault you’re experiencing and let our team know where and when you made the purchase. It will help us process your request much faster if you can include a picture of your receipt.
How do I pay for my order?
Our InMotion site offers a click and collect service so you will pay for your item online making your journey through the airport hassle free! All you need to do is swing by our store when you arrive at the airport and your order will be waiting for you!
What payment types do you accept?
We’d hate for you to miss out on your InMotion order, so if you haven’t received an order confirmation email within 30 minutes of placing your order please contact customer.support@inmotionstores.com. Our customer service team will be able to confirm your order details. Can we just provide card types?
How do I cancel my order?
Changed your mind or travel plans? Don’t worry, it happens. If you need to change or cancel your order, just drop us an email at customer.support@inmotionstores.com and our Customer Service team will take care of you.
Which store do I collect from?
Your InMotion package will be waiting for you at the InMotion store in the terminal that you chose when you placed your order. You’ll find details of where to find us at the bottom of your collection email. You can also find more information on our store locations on the InMotion Click & Collect Website.
What do I need to bring to collect my order?
You’re the only person who can collect your order. Make sure you bring proof of ID (your passport will be perfect, or a driving licence, credit or debit card with valid signature) and your collection email (you can show us this on your phone or bring a printed copy)
What if I am late to collect my order/forget to collect my order?
Your parcel will be available until midnight on the day you are due to fly, after which time we’ll cancel the order. If you forget about your order or do not make it in time, please contact our Customer Services team at customer.support@inmotionstores.com to arrange a refund.
How long can the shop hold the item for?
Your parcel will be available until midnight on the day you are due to fly, after which time we’ll cancel the order. If you forget about your order or do not make it in time, please contact our Customer Services team at customer.support@inmotionstores.com to arrange a refund.
How long before my flight can I place my order?
We’ll accept orders a minimum of 24 hours before your flight and a maximum of 7 days before your flight. If you’re eager to get hold of one of our products and are flying in less than 24 hours please head straight to one of our InMotion stores when you arrive at the airport and we’ll do our best to get hold of it for you.
IN-STORE SHOPPING (UK & Europe)
Returns Process
We hope you love your InMotion purchase, but if for some reason you need to return your item, just drop us a line! You can contact us on email (customer.support@inmotionstores.com) or reach out on WhatsApp (+44 7855 987 144).
Our Customer Service team will support you to return the unwanted/faulty item and arrange for a refund.
If you prefer to return to an InMotion store, you can take your item back to a store in the country you made the purchase. Our store team will be happy to support.
If your item is faulty, be sure to describe the fault you’re experiencing and let our team know where and when you made the purchase. It will help us process your request much faster if you can include a picture of your receipt.
VENDING MACHINE PURCHASES
Returns Process
We hope you love your InMotion purchase, but if for some reason you need to return your item, just drop us a line! You can contact us on email (customer.support@inmotionstores.com) or reach out on WhatsApp (+44 7855 987 144).
Our Customer Service team will support you to return the unwanted/faulty item and arrange for a refund.
If your item is faulty, be sure to describe the fault you’re experiencing and let our team know where and when you made the purchase. It will help us process your request much faster if you can include your e-receipt.
If you are still in the airport and would like to return the item to a store, please make your way back to the main departure lounge and visit one of our InMotion stores. Our team will be very happy to support.
My item didn’t vend
If your purchase hasn't vended then your transaction will be automatically cancelled and you will not be charged. You may see the transaction reversed on your banking app or statement, or you may see a refund issued almost immediately after. For certain cards this could take up to 24 hours to appear. If you have any concerns, please get in touch.
My payment was declined
Sometimes your payment can be declined for reasons outside of our control, or we could have temporary connectivity issues. Please try again or try a different card if possible. If you still have issues, please get in touch.