How long will it take to receive my order?

Typically, it takes 3-5 business days to receive your order. We're doing our best to deliver it promptly for you.

How to track my order?

You can track your order using your order number or tracking number provided in your shipping confirmation email. Click on Track navigation or Chat with us.

Do you ship internationally?

Yes, we do ship internationally. The shipping fee may vary depending on your location.

Do you offer free shipping?

Shipping fees vary by location and order value. Shipping cost will be calculated at checkout.

What is your return policy?

Returns for change of mind or wrong fit are accepted within 10 days of receiving the item. Items must be in original condition with all tags and packaging. Return shipping is at your cost, while exchange shipping is free. Returns are for store credit or exchange only; refunds are not offered unless required for faulty items under the Consumer Guarantees Act.See our return policy

Can I exchange an item?

You can exchange an item with a higher-price item or the same item with a different size. See our policy page for details.

Can I cancel or change my order?

Pre-orders are confirmed sales and cannot be cancelled or refunded. Once received, pre-ordered items may be exchanged or returned for store credit under the change-of-mind policy.

What payment methods do you accept?

We accept major credit cards (Visa, Mastercard, American Express) as well as Apple Pay, Google Pay.

Do you accept store credit?

We accept store credit as a payment method.

Do you offer gift cards?

Yes, we offer gift cards in various denominations. You can purchase them here.

How can I contact you?

You can reach us at:Email: info@raptonline.co.nzPhone: 1774212748Address: Tancred Street, Ashburton, 7700, New ZealandOr chat with us right here.

Frequently Asked Questions

RAPT ONLINE Frequently Asked Questions

Find quick answers about ordering, delivery, returns, pre-orders and product availability. If you still need help, contact our team and we’ll point you in the right direction.

How can I contact RAPT ONLINE about my order?

Email info@raptonline.co.nz, message us on Facebook, or contact us through WhatsApp. Please include your order number and the email address used at checkout.

How much does shipping cost?

Available shipping options and charges are shown at checkout after you enter your delivery address, before you complete payment.

How will I know when my order has been sent?

We’ll send a dispatch confirmation to the contact details supplied with your order. If tracking is available for your delivery, it will be included in the shipping update.

Can I change or cancel my order?

Contact us as soon as possible with your order number. We’ll help where we can, but changes or cancellations may not be possible once an order has been packed or dispatched.

How do returns work?

Contact us before returning an item so we can confirm the next steps and whether it is eligible. Approved postal returns can be sent to RAPT, PO Box 39, Ashburton 7700, New Zealand. Your rights under the Consumer Guarantees Act still apply.

What does PRE ORDER mean?

A product marked PRE ORDER is offered before it is ready to dispatch. Check the individual product description for the expected availability information. Any arrival date is an estimate and may change if a supplier or freight schedule changes.

Can I order a Willow Tree item that shows no stock?

Selected Willow Tree items remain available to order when stock is showing as zero. The product page will display an available-to-order notice where this applies, and dispatch will take longer than for an item already in stock.

What happens when another product is out of stock?

If an item cannot currently be purchased, it is unavailable online at that time. Product availability can change, so check the product page again later or contact us if you are looking for something specific.

How do I choose the right size?

Check the fit notes, measurements and size guide on the individual product page before ordering. Sizing can vary between brands and styles, so the product-specific information is the best guide.

Are product colours exactly as shown?

We aim to show colours and details accurately, but screens and lighting can make them appear slightly different. Product descriptions and images should be considered together when choosing.

Can you help me choose a gift?

Yes. Contact us with the occasion, recipient and approximate budget, and we can help you narrow down suitable fashion, homeware, jewellery or collectable gift ideas.

Frequently Asked Questions

RAPT ONLINE Frequently Asked Questions