Willow Tree Journey

Returns and Exchanges

If an item is not quite right, does not fit or you have changed your mind, eligible items purchased at up to 49% off can be returned for an exchange or store credit. Items discounted by 50% or more are final sale, subject to your rights under the Consumer Guarantees Act.

Change-of-Mind Returns

We do not offer refunds for change of mind or poor fit. Eligible returns can be exchanged or issued as store credit. Original shipping charges are not included in the exchange or credit value, and return postage is at your cost.

Your first replacement item is shipped back to you free of charge. Further exchanges incur the relevant courier cost. If the replacement costs more than the original item, we’ll send you a payment link for the difference.

How to Make a Return

1. Email info@raptonline.co.nz within 10 days of receiving your order. Tell us what you are returning and whether you would prefer an exchange or store credit.
2. Pack the item securely with all original tags and packaging, and include a copy of your email. Items returned used, damaged or without their original tags or packaging may not be accepted.
3. Send the parcel using a tracked service to RAPT, PO Box 39, Ashburton 7740, New Zealand. The parcel remains your responsibility while it is in transit.
4. Allow a few days after delivery for us to process the return, particularly during peak periods. We’ll then arrange the first exchange shipment or confirm that your store credit is ready.

Store credit appears as a payment option at checkout when you are logged in to the customer account it was issued to.

Return Conditions

• Returns must be sent within 10 days of receiving the item.
• Items must be in their original condition with all tags and packaging.
• Return shipping is at your cost. We recommend tracked postage because RAPT cannot accept responsibility for returns lost or damaged in transit.
• The first exchange shipment is free. Freight for a second exchange is charged to you.
• A maximum of two exchanges is available. After that, an eligible return will be issued as store credit.
• Items discounted by 50% or more are final sale unless they are faulty, incorrect or otherwise covered by your rights under New Zealand consumer law.

Faulty or Incorrect Items

If you receive a faulty or incorrect item, email info@raptonline.co.nz before sending it back. We’ll work with you on the appropriate remedy and meet our obligations under the Consumer Guarantees Act 1993. Depending on the circumstances, this may include repair, replacement, refund or another agreed solution.

Pre-orders

A pre-order is a confirmed purchase for an item arriving later. Estimated delivery dates can change because they depend on manufacturers, suppliers and freight schedules. A change to the estimated arrival date does not automatically cancel the order.

Once a pre-ordered item arrives, eligible change-of-mind returns follow the same exchange or store-credit process above. Your rights under the Consumer Guarantees Act still apply.

Consumer Guarantees

Nothing in this policy limits your rights under the Consumer Guarantees Act 1993. We aim to resolve genuine product or fulfilment issues promptly and fairly.

Need Help?

Email info@raptonline.co.nz before returning an item so we can confirm the correct next step.

Shipping Information

We ship fashion, home décor and gifts across New Zealand, and selected orders to Australia. Orders can be sent directly to you or to a gift recipient, with no invoice or pricing information included in the parcel.

New Zealand Shipping

Urban nationwide, small parcel: $10
Rural nationwide, small parcel: $14
Free shipping on New Zealand orders over $160

We aim to pack orders within 24 hours, Monday to Friday, and send them on the earliest suitable courier. Most in-stock orders leave the same or next business day unless there is a delay or the item is a pre-order.

Estimated Delivery After Dispatch

Canterbury: 24–48 hours
South Island: 24–72 hours
North Island: 48–72 hours
Rural delivery: allow an additional 4–5 days, depending on your local service.

These timeframes are estimates, not guarantees. Peak periods, severe weather, ferry disruptions and courier network delays can affect delivery. Parcels are generally delivered Monday to Friday, with Saturday delivery available in some areas.

Courier Tracking

We choose the courier service best suited to each parcel, with most orders travelling through NZ Post. Once your order is ready for collection, we’ll email your tracking details. You can use the tracking link to follow the parcel or lodge an enquiry with the carrier. If you get stuck, email info@raptonline.co.nz and we’ll help where we can.

Shipping to Australia

Tracked shipping to Australia is $30. Large items that do not fit an A4 or A3 courier bag may require a separate freight quote, and we’ll contact you if an additional charge applies.

Free shipping on orders over $350 delivered to Australia.

Pre-orders, Special Orders and Delays

Pre-order and special-order items take longer to dispatch because they are arriving in a future shipment or must be ordered for you. We’ll send them as soon as stock is received.

If an ordered item is unavailable, we may offer an alternative or arrange a refund. If stock is delayed, we’ll email you and hold the order until it is ready. If you do not wish to wait, contact us to discuss a refund.

Special Delivery Instructions

Add any delivery instructions in the comments box at checkout. Couriers may not be able to follow every request, but we’ll include the information supplied with your order.

Missing or Damaged Parcels

Please monitor your tracking and contact us as soon as possible if a parcel is delayed, missing or damaged. Notify us within 30 days so there is time to raise a claim within courier timeframes. This does not limit any rights you may have under New Zealand consumer law.

Need Help?

Email info@raptonline.co.nz with your order number and we’ll assist.