FAQ

1. What causes cracked heels and thick skin on the feet?

Cracked heels and thick skin are usually caused by a combination of dry skin, repeated pressure from standing or walking for long periods, and New Zealand's climate. People who spend a lot of time on their feet — tradies, farmers, nurses, hikers, and active people — are most affected. The skin thickens as protection but cracks when it becomes too dry and inflexible.

2. How long before I notice a difference?

It depends on how thick your skin is to start with and how consistently you stick to the routine. Removing the thick skin first (Skin Shaver or Pumice Stone) makes the biggest difference — then the balm and socks work on softening what's underneath. Stay consistent and don't skip days.

Everyone's skin is different, so we won't put an exact number on it, but the system's built to be used daily until your heels feel right. Most people notice softer, less rough heels within 7–10 days of consistent daily use. Deeper cracks typically take 2–4 weeks to show clear improvement, this varies for each person with age, health etc.

3. What's the best way to use all the products together?

For best results:

• After showering or soaking your feet, gently use the Sole Shaver (or Pumice Stone) on thick, dry areas to remove thick dead loose skin.
• Apply a generous layer of Heel Rescue Balm.
• Put on the Cotton Moisture locking half socks and wear them under your normal socks during the day or sleep with them on at night - whichever you prefer is fine. The socks are light weight and comfortable to wear even under normal day to day socks.
• For best results use the full Sole Saver Kit which comes with all of the above at a discounted price.

Repeat daily until your heels improve, then use 2–3 times a week for maintenance.

Each product does a different job — the shaver or pumice clears what's blocking the balm, the balm softens the skin, and the socks lock it in overnight so it actually soaks in instead of rubbing off.

4. How do I use the Sole Shaver safely?

Use it on clean, dry feet after a shower or foot soak. Work gently in one direction on the thick skin only, don't press hard or go over the same spot repeatedly.

The shaver takes off 0.5mm of skin each pass. It is less likely to remove soft pliable skin but it will if you go too hard.

Stop if the skin feels sore. It's designed for safe, controlled removal of thick skin when used properly, but cuts are still possible if you press too hard.

5. Should I use the Sole Shaver or the Pumice Stone?

The Sole Shaver is faster and more effective for thicker, tougher calluses. This will be most people's best starting point.

The Pumice Stone is gentler and better for lighter maintenance over time. Many people use the shaver for the first couple of weeks, then switch to the pumice stone for ongoing care, using the shaver only when necessary.

Its recommended to have both, which is why we have both in our Sole Saver Kit. The kit is designed to be long term solution not just a quick fix.

6. Can I use the Heel Rescue Balm on open cracks or deep fissures?

We'd actually say avoid open fissures and active wounds altogether, it's not formulated for open wound care.

Keep it on the surrounding thick, dry skin and let deep cracks close up naturally before applying balm directly on them. Use the Sole Shaver to carefully remove skin around the cracks to help them start to close up.

For severe cracks, it's worth seeing a podiatrist.

7. Is this system safe if I have diabetes?

If you're diabetic or have reduced circulation or sensation in your feet, check with your doctor or podiatrist before starting any new foot care routine, including ours.

Diabetic skin can be slower to heal and prone to infection, and it's not always easy to feel if something's gone wrong.

The Sole Shaver in particular isn't recommended for diabetic feet without the OK from a healthcare professional. If you get the all-clear, introduce the system gradually and stop if you notice any redness, soreness, or broken skin.

8. What's in the Heel Rescue Balm?

It contains deodorised NZ Beef Tallow and Shea Butter for deep moisturising, Beeswax to help lock in moisture, Allantoin to soothe the skin, plus Vitamin E, Rosemary extract, Lemon Myrtle and Tea tree essential oils to help fight bacteria and fungal infections while giving a nice clean scent.

Unlike most pharmacy heel balms, which rely on urea to soften skin from the outside, ours works with natural fats that closely match your skin's own oils.

Full in order ingredients lists can be found on the Heel Rescue Balm product page.

9. How fast do you ship across New Zealand?

We use NZ Post with tracked shipping and dispatch orders daily Mon-Friday from Canterbury.

Main centres usually receive orders in 1–2 business days. Rural areas typically take 2–4 business days.

10. What if I'm not happy with the results?

We stand behind the Sole Saver Kit and system with a 30 day money back guarantee.

Use it consistently as directed for 30 days. If you don't see a noticeable improvement in how your heels feel and look, contact us and we'll arrange a full refund upon the return of your purchase.