FAQ

PRODUCT

Will my feet sweat and smell in jelly shoes?

This is entirely dependent on climate. If you are lucky enough to live somewhere hot and humid, there is a chance your feet may feel damp when you walk from an air-conditioned environment to go outside. This is similar to sunglasses fogging when entering humid surrounds, but it quickly passes. We have not received any feedback about smelly feet!

Surely wearing PVC isn’t very comfortable?

We receive a large amount of feedback from global customers regarding the amazing comfort they feel wearing their holster jelly shoes.

A common design feature of our flat shoes is the slight arch, horseshoe sole and underheel air pocket. This is far more supportive than a completely flat design (for example, a thong). For those who prefer a non-arched sole, we offer/recommend padded insoles to ensure you’re still as comfortable as possible.

Will the PVC stretch?

Like all shoes, your holsters will last longer the more love you show them. If you undo the buckle and strap every time you put them on or take them off, they will not stretch. If you pull the ankle strap over your heel every time you put them on or take them off, then yes, you will eventually stretch them.

Why are my shoes a different shade of colour to what I see online?

The digital images we display have the most accurate colour possible. However, due to differences in computer monitors and settings, we cannot be responsible for variations in colour between your screen and the actual product.

Um, what is that smell?

That is our unique holster fragrance! Many of our customers tell us how much they love it. This particular aroma will only last a few weeks, much like the smell of new leather shoes. Rest assured, all our products are safe, REACH compliant and contain no ‘Substances of Very High Concern’ (SVHC) - please click here for more details.

Will the jewels remain vibrant?

The embellishments on your shoes will dazzle longer the more love they are given. If your shoes get wet in the rain or from regular cleaning, then ensure they are completely (and delicately) dried. This is particularly applicable for saltwater, as it can be quite corrosive.

Will the silver come off?

Avoid excessive rubbing or abrasive activity, such as scratching embellishments on car doors, rough surfaces and the like. Some skin products, such as suntan lotion, can cause erosion of the silver trays. With proper care, the silver will not come off. It might sound like we’re harping on about shoe care, but your holsters will truly fare better the more love you show them.

Uh oh, I’ve lost a jewel. Help!

holster is known for its gorgeous embellishments. However, from time to time, accessories can become loose. Replacement accessories such as jewels, studs and buckles for current season styles may be available. Please click here to send us an email with a picture of the shoes. We charge $6 for buckle or embellishment replacements to be sent out to you.

I'm outside of warranty, do you repair shoes?

We sure do. We usually ask for pictures of the top, sole and problem area of the shoes first to ensure we can assist you. We charge $10 per repair and ask that you cover the cost of return freight. We also reserve the right to decline items for repair if they are deemed unrepairable.

What is that marble-like effect or lines through my metallic coloured jellies?

Don’t worry it’s not a defect, just a very normal part of the manufacturing process where the solid colour mixes with the pearlescent colour. You will find this on all of our metallic coloured shoes (Bronze, Pewter, Silver etc.).

How can I provide feedback on your product?

We absolutely love to hear from our customers with feedback on our products, even constructive criticism. The invaluable feedback provided to us is taken seriously as it helps to improve and grow our brand. If you would like to take the time to provide us with your feedback, please fill out the form here.

SHOPPING

What size should I get?

Sometimes it can be tricky deciding on a size when you can’t try the product on first. We get this and try to provide as much sizing and fitting information as possible. On every product page we provide links to our size guides. These show the exact measurements of our shoes, along with helpful hints on selecting the correct size. Remember, if you do accidentally select the wrong size, we are happy to exchange within 30 days of your ordering.

Can I save my cart and come back to it later?

Unfortunately this isn't possible as styles can sell out quickly. If you do leave your shopping cart open or minimised and return later, when you go to finalise your order, any changes to availability will adjust on your cart then.

What's the latest I can order during sales and coupon promotions?

We are based in Queensland and don't have daylight saving, so when we specify a date and time that a sale or promotion ends, this is usually AEDT Queensland time. Your order needs to have been paid for prior to the promotion or sale ending, otherwise prices and coupon discounts will automatically revert and be removed from your cart.

Can you offer more information on a product?

The product page for each item includes a sizing breakdown, detailed description and pictures that can be enlarged. If there is something else you would like to know, please complete the fit/size enquiry form at this link.

My size isn’t available in the style I’m after -- will you be getting more?

Our website will only show sizes that are currently available. Should you wish to know if we are producing more stock in a particular style, please complete the “Other” enquiry form at this link.

I’ve changed my mind. Can I amend or cancel my order?

After you press ’Confirm Order’, we receive your order and pack it safely for postage -- this whole process can take less than 60 minutes at times. It means we can’t change the colour, size or remove any items, so please triple-check all your information before you hit the ‘Confirm Order’ button.

Can I place a back order or lay-by products?

Unfortunately we are unable to place any products on back order or lay-by.

When will you be receiving new stock?

To keep our styles fresh and modern each year, we release two ranges.

Autumn-Winter is released at the start of the year.
Spring-Summer is released from the middle of the year.

We work very hard year-round to ensure we are always improving holster products and creating new and exciting styles to make your feet the star of every season.

How can I test fit your shoes before I commit to a purchase?

We have stockists within Australia and around the world where you can try on holster shoes.

For Australia, type in your postcode and distance range here

To find Global stockists, search for stockists in your country here

Do you price match?

Several companies in Australia and worldwide sell holster and are our approved stockists. As a result, we do not price match.

PAYMENT

Which payment types do you accept?

holster accepts payment via PayPal, ZipPay, Afterpay as well as credit card payment from all Visa, MasterCard and American Express holders. We understand online shopping can be a little scary for some, so we take security very seriously. holster use a secure payment gateway for credit card payments to ensure your details will always be safe when shopping with us.

From the holster shopping page you will be transferred to the appropriate payment portal. Complete the details and once your payment is approved, you will be sent back to the holster site where your order is confirmed and sent to us.

To maintain security and prevent fraud, all credit card holders are subject to validation and authorisation by both holster and the card issuer.

Can I pay in my own country's currency?

All purchases via our website are in Australian dollars and Paypal or your credit card company will convert this to your local currency usually at the time of purchase and this will show on your statement. ZipPay and Afterpay are only available to Australian residents.

When will I be charged?

If we have your selected item/s in stock and your payment card is authorised, payment will be taken immediately. If you used ZipPay or Afterpay as your chosen payment method your payments will be taken according to their terms and conditions. In the case that we don’t have the item in stock, you will be unable to place an order, so therefore will not be charged.

What is Paypal?

Paypal is a secure third-party payment method for online purchases. PayPal has over 100 million members in over 190 countries that all trust in its secure payment method.

PayPal's main advantage is that the customer is not required to reveal their credit card details to individual merchants, making it a safe, fast and easy way to pay for online purchases.

What is ZipPay?

zipPay is a safe, simple & convenient payment option (powered by zipMoney) allowing you to buy now and pay later whilst giving you flexibility to pay over time for your purchases. This payment method is available to Australian residents only. Please visit here for full details.

What is Afterpay?

Afterpay is a payment digital service that allows you to enjoy what you want now and pay for it in four equal payments.

Simply shop online and add items to your shopping bag and checkout as normal. At checkout choose Afterpay as your payment method and you will be directed to the Afterpay website. First-time customers will need to register with Afterpay and provide payment details as usual, returning customers simply log in to make their purchase.

Please note that all items in your shopping bag must be eligible for Afterpay, and the bag value must be between $100 and $1000. Using AfterPay to purchase gift cards may result in your order being declined. If you are purchasing giftcards with other eligible products, you will need to place two separate orders.

All new Afterpay customers are required to make their first payment at the time of purchase, with the remaining three payments deducted automatically each fortnight from your nominated card, unless voluntary payments are made.

You will no longer be considered a new Afterpay customer after you have completed your first order in full. Thereafter, your first payment will be deducted 2 weeks after your purchase for orders under $500 and at the time of purchase for orders over $500.

You can login to your Afterpay account to view your payment schedule and make a payment before the due date. If you fail to make a payment, you will be charged a $10 late payment fee by Afterpay with a further $7 late payment fee added seven days later if the payment is still unpaid.

Afterpay currently accepts Mastercard and Visa credit and debit cards issued in Australia. Unfortunately Afterpay does not accept any prepaid cards or foreign debit/credit cards.

Transaction value limits apply to Afterpay purchases made at holsterfashion.com. Your bag value must be between $100 and $1000.

Please see Afterpay Terms and Conditions here

If you would like to know more about Afterpay, visit the Afterpay website here for a comprehensive list of FAQs.

If you have any queries regarding your account, please contact Afterpay directly via email to info@afterpay.com.au or call 1300 100 279.

How do I use my gift card?

When a gift card is purchased via our website, a card/coupon number will be automatically emailed either to you, or you can nominate a person via their email that you wish to gift the card to. Each time you, or the lucky recipient, place an online order, they/you need to either login or setup an account using the email address the gift card was emailed to. Your or their balance will automatically show on checkout and the balance will automatically be reduced. You can choose to spend all or some of the balance showing.

When does my gift card expire?

Your gift card automatically expires 12 months from the date of purchase. Any money left on the card will become null and void at this time.

How much do I have left on my gift card?

If you’re not sure on how much money you have left on your gift card please go into your account to check your balance.

MY ACCOUNT

Do I have to register to shop online?

Yes. By doing so, you can track your order, be one of the first to find out about promotions, receive product updates, exclusive discounts and special offers. It also means you won’t need to enter your details every time you shop with us – making shopping quicker!

How do I change details on my holster account?

Once you have signed up, you will be able to log in to your account at any time. Any information you need to update (password, email address, delivery information or credit card details) can be updated here. If you haven’t visited us for a while, it’s worth checking to ensure all your details are up-to-date.

SHIPPING

Where’s my order?

Once your order dispatches from us, you should automatically receive your dispatch advice with a tracking link via email. If you have not received your order as shown on the tracking link, please contact the freight company directly at the number provided to make enquiries. They will then provide you with an investigation reference. If you are not happy with the outcome of the investigation, you are welcome to contact us quoting this reference.

HELP! I just noticed my address is incorrect!

Please contact us immediately. If your order hasn’t been dispatched, we can amend the delivery address. However, once your parcel has left our warehouse, we may not be able to redirect the parcel in time or the freight company will charge a redirection fee of $10-$14 depending on the company which we will need to pass on to you.

How long will it take to get my order?

Please refer to the shipping page here

How much is delivery?

This varies from country to country. Please refer to the shipping page here

What happens if I’m not home when my order is delivered?

All international deliveries must be signed for and local taxes/duties paid at the time. The courier will leave instructions for you to collect your delivery.

Within Australia this depends on whether you have selected Authority to Leave or Signature Required. If Authority to Leave, your parcel will be left at the designated delivery address whether you are present or not. If Signature required, a card will be left for you to either call the courier company to arrange re-delivery or to collect your order from your local Post Office.

Do you deliver to PO Boxes, Parcel Lockers & Parcel Points?

Yes we do within Australia! Your holsters need a new home, so feel free to list a PO Box, Parcel Locker or Parcel Point if it's easier for you.

Does your international shipping cost include customs and import duty fees?

No. Any customs clearance, import duties and/or associated fees and taxes are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Unfortunately we have no control over these charges and cannot predict what they might be.

RETURNS

My shoes are the wrong size, can I exchange them?

We're sorry, in order to provide the best service possible, we don't offer exchanges. If you would like a different size, please return your shoes for a store credit on sales items and a refund or store credit on full priced items and reorder the correct size online. Please contact us via phone, email or live chat to receive an RA (Returns Authorisation) number. You can then enter this number on the Online Returns Form which is sent to you via a link on your original order confirmation. Send this form along with the shoes you wish to return. Once we receive your shoes, we will process your refund or store credit within 5-10 working days.

Who covers the freight costs when I return my shoes?

When returning goods to holster, postage must be paid by the customer.

If your returned item is confirmed by our warranty team as damaged or defective and inside warranty (refer to Shipping & Returns for more details) or if we shipped you the incorrect items, we will gladly refund you for all return shipping costs – please be sure to include the postage receipt with your return in this instance.

We do not credit domestic or international freight, customs and duties paid on your order for non-warranty returns.

How long does it take to process my refund or store credit?

Once we receive your return items, we will endeavor to process your refund or store credit within 5-10 working days.

Have you received the shoes I returned?

We always suggest that our customers return any shoes via a traceable source. With the tracking information it will tell you exactly when your shoes are received by us. If you send the shoes via an untraceable source or have lost the tracking number, please complete the “Other” enquiry form at this link to confirm whether or not we have received them. Unfortunately we are unable to take responsibility for any lost parcels without tracking details confirming they were delivered.

Can I return my sale items for a refund?

We are happy to refund all full priced items however sale items automatically receive a store credit that is valid for 12 months.

For shoes returned for store credit or refund that were originally part of a bundle, you will be required to pay the current or latest online price for the retained pair/s.

When will I receive my refund or store credit if approved?

Once we have received your return we will endeavor to process your refund or store credit within 5-10 working days. If approved, you will then receive an email confirming the refund or store credit was processed. Please allow 2-5 workings days from the date of this email for any refund to show in your bank account.

Any Questions? contact us
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