Frequently Asked Questions
Quick answers to common questions. Can’t find what you need? Email support@ancarta.co or use our contact page and we’ll reply within 1–2 business days.
Orders & Payments
Can I change or cancel my order?
Email support@ancarta.co as soon as possible. If your order hasn’t been dispatched, we’ll do our best to change or cancel it. Once it has shipped, our Returns & Exchanges Policy applies.
Can I use more than one discount code?
Only one discount code can be used per order, unless an offer says otherwise.
How do I contact Ancarta?
Email support@ancarta.co or use our contact page. We reply within 1–2 business days.
Shipping & Delivery
How long will my order take?
We aim to dispatch within 1–2 business days and email your tracking once your order ships. In Australia, Standard delivery usually takes 2–8 business days and Express 1–5. International orders usually take 4–27 business days.
How much is shipping?
In Australia, Standard shipping is A$8 and Express is A$16, with free standard shipping on orders from A$150. Elsewhere, free standard shipping starts from NZ$200, US$120, C$150, £150, €150 (Ireland and main European destinations), €250 (other European destinations) or A$250 (all other destinations). Thresholds apply after discounts. Orders of 4+ items ship free anywhere (not with discount codes).
Will I pay import duties?
For the United States, duties are included at checkout, so there’s nothing more to pay on delivery. Other destinations may charge import duties or taxes on arrival, which are the recipient’s responsibility. See our Shipping Policy.
My parcel is late, lost or damaged. What should I do?
Email support@ancarta.co with your order number, plus photos if it arrived damaged. We’ll check the tracking and follow it up with the carrier.
Returns & Exchanges
What is your returns policy?
You can request a change-of-mind return or exchange within 14 days of delivery. Items must be unworn and unwashed, with tags attached. Change-of-mind returns are for store credit or an exchange rather than a refund. Customers in the EU and UK can also cancel for a refund. Full details are in our Returns & Exchanges Policy.
How do I start a return or exchange?
Email support@ancarta.co with your order number, the item, the reason and, for an exchange, the size you’d like. Please wait for our instructions before sending anything back.
Who pays for return shipping?
You pay to send a change-of-mind return back to us. For your first exchange on an order, we cover the shipping of your replacement.
What if my item is faulty or incorrect?
Email support@ancarta.co with your order number and clear photos. We’ll put it right with a repair, replacement, exchange, store credit or refund, in line with consumer law.
Sizing & Products
What size should I order?
Our pieces are designed to be form-fitting and true to size. If you’re between sizes, we suggest sizing up. See our Size Guide and the notes on each product page.
How do I care for my pieces?
Wash cold and inside out with similar colours. Skip fabric softener and the dryer, then hang or lay flat to dry. Always check the care label.
Do you have sales?
We release limited collections and don’t usually run sales. If an item is marked final sale before purchase, it can’t be returned for change of mind.
Invitations & Rewards
How do I know an invitation is genuine?
Genuine invitations only come from Ruby’s verified Instagram account, @rubyancarta, or ours, @ancarta.co.
How does the welcome offer work?
Add any top and any bottoms to your bag and the lower-priced piece is free. A pair of White Classic Socks is free too: our outfit pages add them for you, or add a pair yourself. You pay for one piece plus shipping, and the offer works on every qualifying order while it runs. See our Invitation & Community Terms.
Where is my private code?
It’s shown on screen when you accept your invitation and in your welcome email. Our emails and outfit pages apply it for you, or you can enter it at checkout. It’s for your own orders, so please keep it to yourself.
What’s the difference between my private code and my 15% code?
Your private code is for your own orders and unlocks your welcome offer. Your 15% code is for friends: it gives them 15% off, and orders you place with it yourself don’t earn rewards.
How do rewards work?
For every 3 qualifying orders placed with your 15% code, each including a top and bottoms, you earn a free clothing piece of your choice. We’ll email you a claim link, valid for 30 days. Shipping for the reward piece is charged at the normal rate.
Do I have to post about Ancarta?
No. There’s no posting requirement and no follower minimum. If you do share your code, please show your connection with us, for example with #ad.
How can I join if I wasn’t invited?
Membership is by invitation. To apply, message @ancarta.co on Instagram or email support@ancarta.co with your Instagram handle and a few lines about yourself.
If I unsubscribe from emails, do I lose my offer?
No. Unsubscribing never affects your welcome offer, codes or rewards. To leave the programme completely, email support@ancarta.co.