One on One consultations

How do I book or cancel a one-on-one consultation?

You can email us at thefold@ankalia.com.au to book a time that is suitable for yourself and an Ankalia educator. You can also email this address to cancel your appointment and reschedule.

How do you conduct your consultations

All consultations are carried out either by via Skype, Facetime, Video Link or phone call. It’s entirely your choice.

What if I have really bad internet service

We will find a way to help you with your needs. If this means some ongoing email communication and a chat on the phone, then we will endeavour to make it work

Does someone come out to my home?

Not at this stage. We recognise that not everyone lives in a capital city or Regional Centre. By having online consultations we are able to reach caregivers in remote locations.

How long does a consultation go for?

Each consultation is booked for up to 30 minutes at a time. Any additional time required will need another booking made. Each member can access this service once per month.

Who at Ankalia will be conducting the consultations and are they qualified

Both the company Directors, Kellie and Alex, will be helping you with your needs. As demand increases the team at Ankalia will also assist with consultations. All consultations are undertaken by trained consultants.

Early access to stockings

I have an existing AAA pass, can I use this for membership stockings?

Membership to The Fold will be the only way that customers will have early access to new releases before everyone else. Existing AAA passes will be honoured until June 30 2018. After that time, all AAA passes will be void. In the transitional phase Members to The Fold and AAA pass holders will be offered allocated stock numbers ahead of a public release.

Vouchers

How much are the birthday and birth announcement vouchers?

These are worth $30. You will be emailed your gift voucher so make sure you check your email. Note only one voucher can be used per transaction.

*How long is my birthday voucher valid for? *

Congratulations on celebrating the anniversary of your 21st birthday! Your voucher is valid for strictly 60 days. If you have not used it in 60 days it will lapse as birthday vouchers are not renewable. There is a limit of one voucher per year.

Help! I didn’t receive my voucher?

After you have checked both your inbox and your spam folders of the email address that you have supplied us, feel free to drop us an email and we will happily resend your code to you so you can get shopping! thefold@ankalia.com.au

I don’t like celebrating my birthday, can I gift my voucher to a friend?

Unfortunately not, your birthday voucher is non transferrable, but we’ll be sure to wish your friend a happy birthday when it’s their special day too!

How long is my Birth Announcement voucher valid for?

Congratulations on the safe arrival of your new family member! Your voucher is valid for 60 days from the date you register the birth or adoption of your child. If you have not used it in 60 days it will lapse as birth announcement vouchers are not renewable.

If I don’t use all of my voucher on a purchase, will I lose the remaining amount?

No. You voucher code will retain what is left until such time as the voucher expires or you have spent it all.

Shipping discount

By becoming a member of The Fold, do I qualify for free domestic standard shipping with every purchase?

We hope you love your goodies! Our discounted shipping only applies to Gold Membership. Every Gold membership purchase that has a value of over $150.00 will qualify for free standard domestic shipping. Free shipping will be automatically applied to your cart after any discounts you may have.

How do I know if I qualify for free express shipping?

Periodically, Ankalia will run free shipping promotions for all Fold members. Members will be notified of such events. Non Fold members will not qualify for free express domestic shipping.

Upgrade to accessories package

If accessories are available for a release, will they be listed along with the carriers? Yes, but they will be limited in numbers. Volos, Todos, Mios, Nadas will be listed with their correlating handle and hardware colours to make your accessory decisions easier. Stock numbers for accessories will vary from release to release and may also be seasonal, in the case of Estos (cowls).

I don’t want the available handle colour - can I choose a different colour?

We try to list a few different options that work well with the design. Unfortunately, some options may sell out before you make your purchase, or simply may not be available.

Can I choose what colour hardware I have on my accessories?

Similarly to the handle colour we may have some different options available, but will always do our best to ensure that our accessories look the best they possibly can!

Can I choose one of each item?

You sure can! Get everything you want! That’s the beauty of becoming a member - you get first dibs!

I’ve made my purchase and didn’t choose any accessories, and now I’ve changed my mind about wanting some. Can I still get the discount if I purchase them in a regular stocking?

Unfortunately the discount won’t apply any longer, so please choose wisely at the time of checkout if you want to take advantage of your membership benefits.

Preview of Sales Events

How do I preview sales events?

Log into your account and visit The Fold page. We secretly hide products and events for the eyes of members only.

Custom made Up from your Ankalia Wrap

Will I get any left over scrap?

You sure will. We try to use only what is needed with the fabric. All unused fabric will be sent back.

I can’t find the link to print off the sheet for my custom Ankalia Up, where can I download it again?

The printable sheet for your custom conversion may be found here

At what point should I contact customer service about the status of my custom Ankalia Up?

Please allow for a 4 week turn-around for your custom Up to be created and dispatched out to you. The timeframe starts from the day after your parcel is received at Ankalia HQ. In the event that your wrap does not match the condition report that you have submitted with your wrap, or any other issues arise, you may experience longer than usual wait times. These times will be communicated to you by one of our team. If the condition of your wrap does not meet minimum requirements, your wrap will be returned to you.

What address do I send my wrap to?

Please send: Kellie Rakich Ankalia Textiles Suite 2 222 Macquarie Street Hobart, TASMANIA 7000

How do I know if my wrap has arrived at Ankalia HQ for the custom Up process?

You will be notified by email when your wrap has arrived with us. If you haven’t heard from us, please check your tracking from the postal service you lodged your wrap with, and your inbox and spam folder, before contacting us.

Can I customise my Up to have extra features

When completing the form there are options to choose certain features like softer arm and waist foam, longer arms and fixtures (webbing). Please make these clear on your form. If you are unsure what you would like or need, consider trying a version 4 Up first via our “Carry in Confidence” option. You may also like to take advantage of our 1:1 consultations. We can discuss any of your needs with you. Please note that Version 1 & 2 sliding chest clips are not an option for custom conversions.

Reward Points

My points haven’t updated since my last purchase, who do I contact and what information do they need?

Email us at thefold@ankalia.com.au. Please ensure that you include your full name on your membership account, and the order number.

If I lay-by, when will I see my points in my ‘The Fold’ membership?

Your points will update upon completion of deposit and each instalment.

Do I get points for shipping costs?

No. Points will only be calculated on your purchase total minus any discounts applied in your cart.

*If I return an item will my points be removed? *

Yes. In the event that you return an item, your points for that item will also be removed. Don’t forget that for a change of mind, our 18% restocking fee also applies if you have not chosen “Carry in Confidence” at checkout.

At what rate are points accrued for purchases?

Silver members earn 1 point for every dollar spent, excluding shipping. Gold members earn 1.5 points for every dollar spent, excluding shipping

How are points translated into discount codes?

So once you earn 1000 points you receive a $50 voucher. This is emailed to you and also found on your membership account.

Do accrued points have any expiry term if membership is kept active

Yes they continue to accrue for the time of your membership. There is no accrual cap for points.

Gifting Memberships

Can I gift a membership to a new mama?

Yes, you sure can! Gift Memberships are the perfect gift to a parent who is new to the world of parenting and carrying their baby! Gift memberships are available as a 12 month subscription and cost $66.00 or $118.80. Help a friend out with up to 12 FREE one-on-one consults per year, and a stack of other perks!

Can I RAOK a membership to a friend?

Yes you sure can! By RAOK’ing a membership you would select the same option as Gift Memberships. However instead of outing yourself, you can opt to remain anonymous. The same conditions apply as above!

Will you be giving away any memberships

Yes! Giveaways will be held periodically. Keep an eye out on our social media pages to hear more.

Carry in Confidence

What carriers can I choose for “Carry in Confidence”?

You can choose from any of our accessible line carriers. This includes buckle carriers, woven wraps and ring slings.

Do the carriers come ready to try on?

Yes! We have ensured that the carrier you receive has been freshly washed and ironed and free from flaws. If you decide the carrier meets your needs then it is ready to use straight away. No need to wash and dry as we have done this all for you.

What happens if I cannot return my trial carrier in the time outlined?

Our systems are automated. If you have not lodged the return satchel by the maximum of 5 business days, the free returns policy is void. Posting your return items is solely your responsibility. If you do not wish to keep the items and post them back outside of the timeframe, you may be eligible for a refund minus our 18% restocking fee if the carriers are in their original condition.

What happens if the swing tag falls off?

Swing tags must be kept on all purchases that are to be returned to Ankalia HQ. We have taken the extra step to apply two swing tags per carrier, to avoid such issues. In the event that one is pulled off by accident the returned carrier will be inspected for evidence of tampering and/or wear. If it is found to have been used beyond trying on, a re-stocking fee will be charged and remaining amount refunded.

My package hasn’t arrived?

Please allow up to 3-4 business days for your items to be packaged and sent out to you. Your tracking should update in this time also. If your package still isn’t showing in the system as en route, please contact us at customerservice@ankalia.com.au.

My package is lost, who do I contact?

In the event that your tracking stops updating on the carrier service, please contact them first to raise an enquiry. In the event that they deem the package lost, please contact us at customer service along with your enquiry number. This will facilitate and speed up the search for your package.

What mail carrier/ courier is used for sending and returning “carry in confidence” purchases?

Ankalia currently uses Australia Post for all domestic purchases.

Is there insurance in case a parcel is permanently lost?

Yes. This is not at the cost of an Ankalia customer.

If a parcel is deemed lost will I be eligible for a full refund?

Yes but only if there is evidence that the parcel has been scanned in with Australia Post.

Community

Who can see who is in ‘The Fold’?

Membership is private. We will not publish which customers have memberships to The Fold. You may chose to tell your friends if you wish. Only members can upload images to our Community section.

Is Ankalia starting a Facebook community group

No, we don’t have intentions of doing that.