Frequently Asked Questions
Qaimew is a UK-based luxury footwear company. We launched our first product - the HiLounge slipper - on Kickstarter in May 2020.
Thanks to several hundred supporters placing advance orders, we were able to bring our super comfortable, all-purpose slippers to life, and get them onto the feet of people all around the world!
We hope you enjoy them as much as we do!
You can purchase your slippers from our website directly and we ship to many countries around the world!
We source our materials from Europe, New Zealand, and Australia - carefully selecting the finest materials available. We then assemble our slippers in China in a state of the art manufacturing facility and ship to our distribution centre in the United Kingdom.
We care about our planet and are constantly looking for ways to minimuise 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 equally comfortable, versatile and stylish for both men, women, and anyone in between.
Our slippers are very dynamic with a two-piece upper allowing a bi-directional stretch and adjusting to the form of your foot. Initially the depth of the luxurious Qaiwool inner lining can feel quite snug, but the slipper will adjust after a few wears. That said, if you do have wider feet and find footwear a challenge to fit right, we recommend selecting one size larger.
We are proud to say our slippers are sustainable and we take care of our carbon footprint very seriously!
Our upper sections are made from felt which consists of 70% ethically sourced wool, and 30% polyester - which is 100% recycled.
Our unique heat regulating Qaiwool lining is 100% natural and is biodegradable.
Finally, our outsole is made from GRS-certified recycled TPU which makes them grippy and durable.
CARING FOR YOUR SLIPPERS
That's a great question! While our slippers are designed and manufactured to the highest standards and include features such as double cross-stitching, it's important to remember they are slippers!
We carefully selected the fabrics and materials to achieve the highest possible levels of comfort whilst maintaining good levels of durability that, with care, will stand the test of time.
While our slippers are all-purpose and highly versatile, they are not a substitute for regular shoes which may be purpose-built for prolonged use in outdoor environments, long distance walking, running, or wearing day-in day-out.
Wear them in and around the home, when relaxing and enjoy their comfort and convenience. Look after them, and they'll look after you!
All our slippers are machine washable. You simply remove the insole and place your slippers on a delicate wash, alongside an air dry.
Payments and Klarna
We accept all major credit cards such as:
- Visa Debit
- 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 & Exchanges
You have 30 days from purchasing your slippers to ask for an exchange.
Before sending back your slippers to us please make sure they’re:
- In the original box
To initiate your return or exchange, you'll just need your order number and zip/postal code to make the request and we'll generate a returns number. Please contact us at firstname.lastname@example.org 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.
Do not worry! Please get in touch with us at email@example.com and we will be happy to help you.
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.
Our warranty policy covers you for a full 180 days from your date of purchase! If your slippers are affected by a manufacturing fault or defect, we will be happy to exchange your slippers for a brand-new pair.
Please contact us immediately if a manufacturing defect becomes apparent, and stop wearing them.
*Please note, this excludes fair wear and tear which may expected from normal use of the slippers. While our slippers are built to be durable & all-purpose, the materials selected are optimised for comfort - and for use in and around the home. We know they are hard to take off but grab a pair of regular shoes for longer trips outdoors or venturing into more challenging or abrasive environments!*
Please contact us immediately if a manufacturing defect becomes apparent, and stop wearing them. This is essential so that we can confirm the issue is a manufacturing fault or defect, rather than fair wear and tear.
Our warranty covers you for 180 days from the date of purchase so please check to see you are within that. If you are, please take photos of the affected area(s) and email them to us at firstname.lastname@example.org, along with your name and order number.
Should we consider it necessary, we reserve the right to ask you to return them to us for further inspection and investigation. Once this is reviewed by our team we will email you back with the outcome of your claim.
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