FAQ
General
How much does a Koalaa soft prosthetic cost?
The basic package starts at £600 and increases in cost depending on how many tools and / or sleeves you require. For the latest pricing please see our web-shop. As a new company we are still working our final packages because we are finding that everyone's needs are very different.
Do Koalaa soft prosthetics fit partial hand, fingers or above elbow limb differences?
The Paww is suitable for people with partial hand or partial fingers. We are working on a new solution for above elbow limb differences which will hopefully be available soon. To find out when it is available contact us.
What is a Koalaa soft prosthetic?
Who can use a Koalaa soft prosthetic?
We currently have two designs, the ALX and the Paww. The ALX is designed for those who have a below elbow limb difference, with a range of options available for both adults and children (from 1year+). The Paww is suitable for those that have a wrist or partial fingers and also have a range of tools.
How is a Koalaa soft prosthetic different to other prostheses?
Koalaa prosthetics are affordable, lightweight and comfortable and they are made from soft fabric instead of a rigid plastic. It also has easy-to-use tools that clip on and off and can be used for a huge range of tasks.
What can you do with a Koalaa soft prosthetic?
Koalaa prosthetics were created to help individuals continue to do the things they love, while also making everyday tasks a little easier. A Koalaa soft prosthetic can be used for a huge range of hobbies and activities, including writing, cooking, putting on makeup, gardening, DIY, holding cutlery, playing an instrument, skipping, bike riding and much, much more! We are working on ideas for new tool attachments all the time, so the possibilities just keep on growing.
What's a Limb Buddy?
When you purchase a Koalaa prosthetic you are assigned a Limb Buddy. A member of the Koalaa team who will help you with any questions or problems you have. They will contact you regularly to ensure everything is okay and you can speak to them about changing sizes, using tools and anything else!
What's the Your Koalaa Community?
After you buy a Koalaa Soft Prosthetic you will receive and invite to our private Facebook group where we share updates and useful infortmation with you. This is also where we ask everyone to share photos and videos of what they get up to with their ALX and Paww, a great place to share ideas and think of new solutions!
What comes in the ALX or Paww Package?
The basic package includes 1 x ALX Sleeve or Paww sleeve and 1 x tool of your choice. We have other packages available on our website shop depending on the number of tools you require. Every package can be purchased as a one-time payment, or in 3 to 6 month installments.
How do I order a Koalaa soft prosthetic?
All of our products (the ALX sleeve and the Paww) are available to buy directly off our website. Please purchase the package you are interested in and one of our colleagues will call or email to work out sleeve sizing, colour choice and to ensure you have selected the right tools. If you are unsure, please feel free to contact us to answer any questions you have before purchasing.
How do I pay for a Koalaa soft prosthetic?
You can pay in full or in monthly instalments over a year directly on our website using a VISA, Mastercard, American Express, or Paypal. Payments cannot be taken over the phone. We will also accept bank transfers but this delays your order until funds have cleared.
Can I pay for a Koalaa prosthetic in installments?
Yes, there is the option to pay in installments on our website over a 3 or 6 month period depending on the package. This will be renewed each month on the same date as the original order. So for example, if you ordered on 17th June, the next installment will be taken on 17th July. Unfortunately we cannot alter the date that monies are taken.
Can I get a Koalaa soft prosthetic on the NHS, or from my clinic?
A Koalaa soft prosthetic may or may not be available from the NHS or your local clinic. We are actively working with NHS and private clinics and some practices do offer our soft prosthetics as a choice. Please ask your clinician or health professional that you are interested in a Koalaa prosthetic, and ask them to contact us for more details. An up to date list of practices can be viewed here.
Can I hire a Koalaa soft prosthetic?
Yes, there is the option to hire an ALX Sleeve or Paww with or without tools. Firstly, pay a deposit of £80 to secure your prosthetic. Once we receive your deposit you will be contacted by one of our colleagues. They will discuss your requirements and send you a sixing form in order to send the correct sleeve. Each sleeve is made bespoke to you, so the current wait time for hire is 4 weeks. In 4 weeks time one of our colleagues will get back in touch to process the hire payment and sign the agreement. Once this is paid, your sleeve and / or tool will be sent immediately 1st class Royal Mail. Your hire agreement will continue on a rolling monthly basis until you wish to cancel and return the mitt. For more details, please check out this link.
What funding is available for Koalaa Prosthetics?
In the UK, the project has already provided 100 children with a prosthetic arm, through partnerships with charities including Douglas Bader Foundation, Reach, Limbbo and Limb Power - but we know there are many more who need one.
The sleeve
How do I wash my ALX Sleeve or Paww?
You can put it in the washing machine. We suggested putting the sleeve (without any tools) in a fabric bag before putting in the wash to protect it. A bit like you would when washing a pair of trainers!
How long will a Koalaa prosthetic last?
Each ALX Sleeve and Paww is guaranteed under warranty for 365-days. If you experience any manufacturing defects with that time please get in touch via our website or via email: hi@yourkoalaa.com
The soft prosthetic is for my child, what happens when they grow?
One thing about children is... they grow! But never fear, we have the perfect solution. We have introduced a service upgrade - known as the super subscription - which allows you to swap sleeves as and when your child grows. It costs £120 for the year, or an extra £10 / month on subscription. You can find out the full details here, or please feel free to get in touch with us for more info. We request that the older (smaller) ALX or Paww be returned so we can recycle it appropriately by donating it to a worthwhile charity or individual.
What size of ALX Sleeve or Paww do I need?
When you order from us, we will send a form that will ask for your size. On that form are instructions about which parts of the arm or hand to measure. For the ALX in essence, it's the circumference of the largest part of your forearm and length of your forearm. For the Paww, there are a few more measurements to be taken and we will send instructions with diagrams.
What materials are the soft prosthetics made from?
Sleeve fabrics are composed of: 94% polyester, 6% elastane.
Are the soft prosthetics stretchy?
The ALX sleeve isn't stretchy but it is adjustable using the sleeve cover. Similarly, the Paww isn't stretchy but it is adjustable using velcro straps. You can tighten and loosen it depending on what task you are doing and on comfort.
What colours do the soft prosthetic sleeves come in?
The ALX Sleeve and Paww comes in three standard colours - Koalaa grey, black and white. The white sleeve also comes with washable felt tip pens that can be used to personalise the ALX or Paww and washes off with water. There is the possibility to have a ALX or Paww sleeve created in the colour of your choice for an extra cost. Message us for more information!
The tools
Can I buy tools separately?
Yes, if you have a basic ALX or Paww package and are interested in trying more tools please buy directly from our website shop.
Can I swap or return my tools if I don't like them?
ALX and Paww tools are swappable or refundable within 30-days of purchase if you think that the tool is not right for you. Simply get in touch via our website or email: hi@yourkoalaa.com
How do you take an ALX Tool on and off?
ALX tools clip into the end of the sleeve. Simply push the tool into the dock
and you will hear it click into place. It can then be rotated whilst it’s in the
sleeve. To take the tool out, press the release button on the top of the
sleeve and the tool should fall out.
How do I store an ALX or Paww tool?
ALX and Paww Tools can be stored like any other piece of clothing. Please keep indoors at a normal room temperature to avoid mould / mildue.
How do I clean an ALX or Paww tool?
The tools are made from nylon so can be wiped down with soapy water. Please do not place them inside the washing machine with the sleeve.
Can I create my own tool?
We have 5 designers in-house that believe they can design for any task. If you would like custom tool, we will work with you closely to create prototypes for you to test, and a final tool that "hits the nail on the head". Price and time to deliver varies so please get in touch with us, so we can help you.
What tool attachments are available?
Please visit the tool section of our website for an up to date list of available tools.
Are there more tools coming?
Yes, we are always working on developing new tools based on user feedback and requests. Please join our newsletter to find out when new tools are available.
How do I know which tool is right for me?
Please visit the tool section of our website to see up to date descriptions and usage of each tool.
Shipping & Returns
How long does it take to receive a Koalaa soft prosthetic?
All Koalaa soft prosthetics are made bespoke for you!
What is the Koalaa prosthetic warranty period?
Our warranty on sleeves and tools is 365-days. Should you receive your ALX or Paww and are not happy with it within 30-days (cool-off period) of purchase date then simply send the prosthetic back and we will refund your money.
What happens if a Koalaa soft prosthetic or tool breaks outside warranty period?
Unfortunately all products have a naturally life-span. We guarantee the prosthetic sleeves and tools for 365-days but breakages outside this time are not eligible for a free replacement or refund. If you want to gurantee fully working sleeves and tools please join our super subscription plan.
Where do you ship to outside of the UK?
We can deliver ALX's or Pawws to all countries. Please be aware that the Koalaa soft prosthetics are CE marked according to European standards which may or may not be applicable in your country. Please check local guidance before purchasing.
How long will a Koalaa soft prosthetic take to arrive?
Our soft prosthetics take 4-weeks to manufacture and an additional week to ship in the UK, and two weeks to any other country. Each package will be sent tracked using an approriate delivery provider. Your tracking number will be sent to you the day your soft prosthetic has been dispatched.
What is your returns policy?
We have a 30-day no quibble cool-off period to try your soft prosthetic. If you are not happy with it, please return for a full refund or exchange. Refund postage must be paid for by the buyer.