Frequently Asked Questions
Orders & Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Apple Pay, and Google Pay. All payments are processed securely through Square.
Can I change or cancel my order after placing it?
If you need to change or cancel your order, please contact us at support@pimali.co.uk as soon as possible. We will do our best to make changes before your order is dispatched, but we cannot guarantee changes once processing has begun.
Will I receive an order confirmation?
Yes. You will receive an email confirmation as soon as your order is placed, and a second email with tracking information once your order has been dispatched.
Delivery
How much does delivery cost?
All UK orders come with free standard delivery. There is no minimum order value.
How long does delivery take?
Orders are processed within 2–4 working days. Once dispatched, Royal Mail standard delivery typically takes 3–5 working days. The estimated total delivery time is 5–9 working days from the date of purchase.
Do you ship internationally?
We currently deliver to UK addresses only. We do not offer international shipping at this time.
How can I track my order?
Once your order has been dispatched, you will receive an email with a Royal Mail tracking number. You can track your parcel at royalmail.com/track-your-item.
My order hasn't arrived. What should I do?
If your order has not arrived within 14 working days of placing it, please contact us at support@pimali.co.uk with your order number and we will investigate with Royal Mail.
Sizing
How do I choose the right size?
Please refer to our Size Guide for detailed measurements. Our slides and sandals are available in UK pair sizes (e.g., UK 3-4, UK 5-6). If you are between sizes, we recommend choosing the larger size for a more comfortable fit.
Are your products true to size?
Our footwear generally runs true to size. Each product page includes specific size information. If you are unsure, please check our Size Guide or contact us and we will be happy to help.
Returns & Refunds
What is your returns policy?
We offer a 30-day returns policy. If you are not satisfied with your purchase, you may return the item(s) within 30 days of receiving your order for a full refund. Items must be unworn, undamaged, and returned in their original packaging.
How do I return an item?
Email us at support@pimali.co.uk with your order number and the item(s) you wish to return. We will confirm your return and provide instructions.
Who pays for return shipping?
For change-of-mind returns, the customer is responsible for return postage. If you received a faulty or incorrect item, we will cover the return cost.
How long does a refund take?
Once we receive and inspect your returned item(s), refunds are processed within 10 working days to your original payment method. Please allow additional time for the refund to appear in your account depending on your bank or card provider.
Can I exchange an item?
Yes. Contact us at support@pimali.co.uk with your order number and the item you would like instead. Exchanges are subject to availability.
What if I receive a faulty or wrong item?
Please contact us immediately at support@pimali.co.uk with your order number, a photo of the item, and a description of the issue. We will arrange a free return and send a replacement or issue a full refund.
Products
What are your slides and sandals made from?
Most of our products are made from lightweight EVA (ethylene-vinyl acetate), which is soft, cushioned, waterproof, and easy to clean.
Are your products suitable for outdoor use?
Yes. While our slides and sandals are designed for everyday comfort — at home, in the garden, or out and about — they feature durable, anti-slip soles suitable for both indoor and outdoor use.
How do I clean my Pimali slides?
Simply wipe them with a damp cloth or rinse under warm water. Our EVA products are waterproof and dry quickly. Do not machine wash or tumble dry.
Contact
How can I get in touch?
You can reach us by email at support@pimali.co.uk, by phone at +44 20 8040 1724, or through our Contact Us page. We aim to respond to all enquiries within 24 hours on working days.