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Frequently Asked Questions

We have compiled a list of our most frequently asked questions to help you on your journey to wellness.

02Shipping & Handlingback

Want free shipping on your order?

I'm a big believer in getting and giving great value for money and great customer service. Obviously there is a cost to me in shipping/delivering your order to you so I can't just ship everything for free, however I have put free shipping/delivery minimum spend on orders so that if you do spend over a certain amount in one order I'll make the shipping/delivery free for you!

If your delivery address is in New Zealand and you spend over $49 on your order, shipping/delivery will be free, If your delivery address is anywhere else in the world outside of New Zealand and you spend over $79 on your order, shipping/delivery will be free!

Free shipping/delivery will be automatically given at the checkout if your order meets the minimum spend requirements. If your order is less than these amounts, don't despair we have very competitive shipping/delivery rates worldwide. I can't be any fairer than that now can I?

How long will my order take to process?

We aim to have parcels ready for dispatch within 1 normal business day (excluding public holidays).

If there are any delays we will contact you immediately.

If your parcel is required urgently please email us after placing your order and include your order number as a reference.

How long will delivery take?

Please note that delivery is independent of processing time, once shipped transit times are as below

1 business day

New Zealand (non-rural)
1 - 2 business days

New Zealand (rural)
2 - 3 business days

4 - 6 business days

Rest of world
10 - 14 business days ( Largely depend on speed of custom clearance )

*These timeframes start only once the order has left our premises, not from the day your order is placed on our website. This may be due to stock availability. Working days means days during the week, not including weekend days. Please note that the Raw by Rachelle Shop has no control over the delivery times once it has left our premises.

What methods of shipment do you offer?

All New Zealand parcels are sent via courier with track and trace.

Overseas items are sent via standard airmail. Insurance and tracking may be available for parcels valued over $500 NZD or weighing over 2KG.

Express shipping is only available to some destinations. Please e-mail us for a quote if you require this service.

All parcels over $79 we will courier to you in a signature required satchel.

Please ensure you provide a delivery address where someone is available to sign for your parcel.

What is your compensation policy?

If you receive your parcel and it is damaged.

Please retain all the outer packaging and inner packaging.

Take photos of outer packaging and damaged goods and forward to

Failure to do so may result in compensation being forfeited.

The Raw by Rachelle Shop will not accept any liability or make compensation payments for loss, damage, delayed delivery or parcels halted by customs for containing any prohibited items. From time to time shipments are held by customs and subject to inspection fees - The Raw by Rachelle Shop is not liable for these fees.

What should I do if my parcel does not arrive?

If you have not received your parcel within the delivery time frame specified above, you must contact us immediately at

We will advise you on the claiming process on a case per case basis.

Please note that all claims outside of 30 days from initial dispatch will not be considered.

We accept responsibility for parcels lost in transit in New Zealand prior to their having been delivered to your home/business provided we are notified within 7 days. We cannot accept responsibility for your parcel once delivery has been made.

What is your return & refund policy?

All returns must be received by us within 30 days of initial dispatch.

If we have sent you an incorrect item, we will send you the correct item along with a courier ticket for return.

If you decide you no longer require a product or have ordered an incorrect item, we will provide you a refund excluding shipping and handling fee. Please ensure all returns are packaged adequately as refund will not apply on damaged items. We are not responsible for any additional freight costs incurred.

If your parcel has been returned to us due to an incorrect address or inability to collect it from the post office, we will provide you a refund excluding shipping and handling fee. We are not responsible for any additional freight costs incurred.

How should I format my address?

It is your responsibility to ensure that your address is accurate and complete. If you are unsure of how to format your address, please check with your country’s post office website.

If your parcel is being delivered to a business address, you must write the name of the business in the appropriate field. If your address is an apartment building, please ensure to write the correct apartment number and street address. Failure to do so will result in your parcel being returned to us by the courier or lost.

Most countries require a zip code/postcode, state or region and town. New Zealand addresses must have the suburb listed.

How should I format delivery instructions?

Couriers need as much help as they can get when delivering parcels. This is especially true with units or apartments. This includes listing how to ring up to an apartment (e.g. press number or bell), whether the parcel can be left with another person (reception, building manager etc), how to locate your unit (back of house, identifying features) and where to leave the parcel. If your property has a gate or may be difficult for the courier to access please consider this when placing your order and write the appropriate instruction. If you own dogs, please state whether it is safe for the courier to enter the property.

What are my responsibilities as an importer? (Overseas customers)

Once you decide to bring goods into your country from an overseas location you become an importer. This means that legally you are responsible for abiding by the import laws set by your country. We are not responsible for any items that are seized or destroyed by the Customs and Border Protection in your country. If your item is destroyed by Customs we are unable to provide any refund. We are also unable to refund for items that are opened, damaged or inspected by Customs.

What if my parcel is oversized?

If your order is very heavy, or is very big/bulky, You may be charged for the extra weight/volume. If that is the case, we will contact you directly to discuss prices/options prior to charging your order.

Disclaimer - Destination countries

We apologise that we will only try our best efforts to help but can not take full responsibility for following countries due to repeated difficulties with customs / postal services: Afghanistan, Ethiopia, Ghana, India, Indonesia, Iran, Iraq, Mexico, Malaysia, Myanmar, Nigeria, Pakistan, Papua New Guinea, Greece, Philippines, Russia, Ukraine.


By placing your order with The Raw by Rachelle Shop, you agree to follow the terms and conditions of carriage as stated above.

If you have any further questions, please click here to contact us.

Need Assistance?

Please don’t hesitate to contact us for any questions or queries.