Shopping with Sloane

Who we are

Sloane Delivery Limited is registered in England and Wales under company number 17294625. Registered office and contact address: 73 Lower Sloane Street, London SW1W 8DA.

You can contact us at info@sloane.delivery or 020 7730 6422.

Placing an order

• You can shop as a guest. We do not require or create a customer account.
• Your basket is not a reservation. Price, publication status, quantity limits, stock, delivery eligibility and age restrictions are checked again before payment.
• Selecting the clearly labelled payment button submits an offer to buy the items in the order summary. An automated payment or receipt message only acknowledges the request.
• We accept your order when we send an order-acceptance confirmation. If we cannot accept an order after taking payment, we will cancel the affected item or order and return the amount due to the original payment method.
• A six-character order reference identifies the order, but the private link in the order email is required to view its status.

Products, ingredients and allergens

• We take reasonable care to describe and photograph products accurately, but packaging and presentation can change. The product name, size, price and required product information shown in the final order summary control the order.
• Ingredient, allergen and dietary information must be available before a food or drink can be purchased. Always check the delivered packaging before consuming the product because manufacturers may change recipes or labels.
• Do not rely on a vegan, vegetarian, gluten-free or other free-from claim unless it is expressly verified on that product. Contact us before ordering if you need help with allergen information.
• We do not offer substitutions. If an item is unavailable after payment, we remove it from the order and refund the amount taken for that item to the original payment method.

Prices and payment

• All customer prices are shown in pounds sterling and include any tax that applies. The combined delivery and service fee and the final total are shown before payment.
• The minimum order is £10.00. The combined delivery and service fee is £3.49 for baskets from £10.00 to £19.99, £2.99 for baskets from £20.00 to £39.99, and free for baskets of £40.00 or more.
• Payment is handled by the hosted payment provider. We do not receive or store full payment-card details.
• If a clear pricing or product-description error could reasonably have been recognised as a mistake, we may reject or cancel the affected item and refund any amount taken for it.

Delivery

• The available delivery area, operating window, estimated delivery time and charge are confirmed before payment. Delivery estimates are targets rather than guarantees, but we will contact you about a material delay.
• You must provide a complete, accurate address and remain contactable. The recipient must be available to receive the order safely.
• Chilled and frozen products should be put away promptly after handover. Contact us immediately if a product arrives outside a safe condition.
• Age-restricted goods are never left unattended, in a safe place or with a neighbour.

Age-restricted goods

• You must be 18 or over to order or receive an age-restricted product.
• Approved photographic ID is required at handover for every order containing an age-restricted product, regardless of apparent age. Payment is not proof of age.
• The receiving adult must match the ID. We withhold and securely return restricted goods if ID is absent, invalid or mismatched, the recipient is under 18 or appears intoxicated, or a proxy purchase is suspected.
• Any refund or charge relating to a refused handover will follow the law and the refund information disclosed before payment; your statutory rights remain unaffected.

Changing or cancelling an order

• Use the secure order link or contact us as soon as possible. We will try to stop an order that has not been dispatched, but rapid fulfilment means this may not always be possible.
• For eligible non-perishable goods bought online, you normally have 14 days after delivery to tell us you wish to cancel, followed by 14 days to return the goods.
• The change-of-mind cancellation right does not apply where the law provides an exception, including goods likely to deteriorate or expire rapidly and sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.
• Where cancellation rights apply, tell us clearly by email or through the secure order link. Include your name, order reference, the affected items and the date. You do not have to use a particular form.

Problems, returns and refunds

• Tell us promptly if an item is missing, incorrect, damaged, unsafe, expired, faulty or not as described. We may ask for the order reference, details of the problem and reasonable supporting evidence.
• We review the order record, packing evidence, delivery outcome and your report together. Packing evidence supports an investigation but does not by itself prove delivery or remove any legal right.
• When a refund is due, it is returned to the original payment method within the period required by law. The treatment of the combined delivery and service fee depends on the reason for the refund and your legal cancellation rights.

Reasonable use and safety

• Do not use the service fraudulently, interfere with its security, submit false claims, attempt to exceed purchase limits or buy restricted goods for an underage person.
• We may reject an order where this is reasonably necessary for safety, legal compliance, suspected fraud, product limits, stock control or protection of staff and riders.
• Nothing in these terms excludes liability that cannot lawfully be excluded, including liability for death or personal injury caused by negligence, fraud, or your statutory consumer rights.

Privacy, complaints and law

We use the minimum personal information needed to process, deliver and support an order. Please read the privacy notice for details.

Contact us first if something has gone wrong so we can investigate. These terms are governed by the law of England and Wales. If you live elsewhere in the UK, you retain any mandatory protections and may bring a claim in the courts available to you under applicable law.

• Privacy notice
• support@sloane.delivery