Help & support
How can we help?
Quick answers for orders, delivery, refunds and age-restricted handover.
Track an order
Open the private tracking link in your Sloane order email. It shows payment received, preparation, dispatch and completion without requiring a customer account.
Keep the link private; it expires after seven days. For an expired or revoked link, contact us with the six-character reference. Support will verify your order details before helping—never send payment-card details or an identity-document image.
Changes, unavailable items and refunds
We do not offer substitutions. If an item becomes unavailable after payment, the shop records it against the order and returns the applicable amount to the original payment method.
Refund timing after processing depends on the payment provider and your bank.
Age-restricted orders
Approved photographic ID is required at handover for every order containing an age-restricted product. Payment is not proof of age.
Restricted goods cannot be left unattended, with a neighbour or in a safe place. A failed check means the restricted goods are withheld and returned through the controlled process.
Contact Sloane
For the quickest help, include your six-character order reference.