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Frequently Asked Questions

General Information

Qaimew launched their brand on Kickstarter in May 2020. After a successful campaign we are delighted to have brought our comfortable slippers to the world. We hope you enjoy them as much as we do!

You can purchase your slippers from our website directly and we ship all around the world!

We source our materials from Europe New Zealand and Australia only using the finest materials available. We assemble all shoes in Asia, in Taiwan and China.

We care about our planet and aim to help reduce the carbon footprint left by our industry, one slipper at a time. To help us achieve this we use natural and bio-based materials. Our slippers are now sustainable and we are very proud to say we have worked hard to achieve this. You can find out more about our materials below.

A Pair of HiLounge’s weigh 340 grams! That is seriously light!

Yes they are available for both men and women!

All our slippers are machine washable. You simply remove the insole and place your slippers on a delicate wash, alongside an air dry.

Great news our slippers are very dynamic, and they do allow for a lot of room for movement. However, we do recommend if your feet are very wide to go one size higher.

We are proud to say our slippers are sustainable and we take care of our carbon footprint serious. Our upper is made from felt which consists of 70% wool which is ethically sourced and 30% polyester which is 100% recycled. Our unique Qaiwool lining is 100% natural and is in fact more biodegradable than synthetic fibres. Finally, our outsole is made from GRS certified recycled TPU which make them perfect for indoor and outdoor use.

Please see our size guide and if you are still unsure let us know we are here to help.

Payments and Klarna

We accept all major credit cards such as:

- Visa

- Visa Debit

- MasterCard

- MasterCard Debit

- American Express

We also accept Google Pay, PayPal and Klarna.

Klarna is a Swedish payment provider that allows you to make payments over 3 instalments. Over 60 million customers worldwide have trusted Klarna to handle their payments.

Simply provide them with your phone number email address and current billing address and a debit or credit card. All communications are sent to your email address.

Returns & Exchange

You can view our full returns policy and how to return items here

You have 30 days from purchasing your slippers to ask for an exchange of product.

Before sending back your shoes to us please make sure they’re:

- Undamaged

- Unaltered

- In original box

To initiate your return or exchange, you'll just need your order number and zip/postal code to make the request. Please contact us at hello@qaimew.com to begin the process.

Once we receive your return, we will process your order. It will take 5-7 working days from us receiving your order for you to then receive your refund into the original payment method.

Refunds shall be issued back to the debit or credit card which was originally entered at checkout.

You can cancel your order as long as we have not dispatched it. If we have dispatched your order, then you will have to follow the return policy to initiate a refund or an exchange.

You sure can! We are happy to exchange for a new pair of slippers!

We do not offer a refund on final sale offers! However, we do offer a store credit note on all final sale items. Your store credit will not expire! You can save it until you're ready to make another purchase. The credit can also be used on pre-order items or any future releases coming out soon.

Shipping

Do not worry! Please get in touch with us at hello@qaimew.com and we will be happy to help you.

You can see our shipping rates by clicking here

As all orders are currently shipped from the UK, you may be subject to additional import fees upon delivery.

UK & EU - All orders will incur no import duty fees.

USA – All orders above US$800 will be subject to import tax. For more information, please check with the US Customs and Border Protection Department for more information.

Canada - Any item mailed to Canada may be subject to the Goods and Services Tax (GST) and/or duty. Unless specifically exempted, you must pay the 5% GST on items you import into Canada by mail. The CBSA calculates any duties owing based on the value of the goods in Canadian funds. The duty rates vary according to the type of goods you are importing and the country from which they came or were made in. Depending on the goods or their value, some other taxes may apply, such as excise duty or excise tax on luxury items. You do not have to pay the GST on the following goods that are imported into Canada by mail:

- goods worth CAN$20 or less; and

- gifts from family members or friends who live abroad when the worth is CAN$60 or less.

The Government of Canada has entered into agreements with certain provinces to collect the HST at a rate of 13 percent. If you live in a participating province, you will have to pay the HST instead of the GST.

Australia – All orders above AUS$1000 will be subject to import duties. This figure can vary depending on the value of the parcel, so please check with the Department of Home Affairs for more information

Refusing to Pay Customs

If you choose to refuse the customs fee and the parcel is returned to Qaimew, a shipping & handling fee may be deducted from your refund.

If you're still unsure on whether you'll be subject to customs fees, we'd recommend contacting your local customs office for more information before placing your order.

Warranty

Our warranty policy covers you for 180 days! If your slippers are damaged in any way due to manufacture faults, we will be happy to exchange your slippers for a brand-new pair.

*Please note this excludes any normal wear and tear that occurs from usage*

Simply email us with the images of the defects at hello@qaimew.com with your name and order number. Once this is reviewed by our team we will email you back with the outcome of your claim.

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