Rapanui Reviews 

Reply from Rapanui

2 days ago

Many thanks for taking the time to leave us a review Laura, it really means a lot to our team. I'll let Max know that you mentioned him here, he'll love that you mentioned him.

Reply from Rapanui

6 days ago

Many thanks for your feedback Stella - we're really sorry to hear of your disappointment, and apologies also for any confusion. I can see that my colleague from our Customer Service team has already reached out via email to clarify next steps to support.

For your awareness as you purchased your item through a third-party marketplace, in this instance Mountain Warehouse, rather than directly from our website, the order reference you received will not be recognised by our returns system.

We would normally recommend submitting your return request through the marketplace where you placed your order. However, we're still happy to help facilitate your return.

I see that you have now been sent a freepost returns label that can be downloaded and printed,. And, if you don't have access to a printer, a QR code also attached which you can show at the Post Office, where they can print the label on your behalf.

Please include a note inside your parcel confirming the marketplace name and your order reference. This will allow us to match your return to the relevant marketplace transaction so that the refund can be processed correctly from Mountain Warehouse. We do hope this information helps.

Reply from Rapanui

6 days ago

Thank you for taking the time to leave us your feedback. We're pleased to hear that you've been happy with our products, but very sorry to hear of your disappointment with our Customer Service support.

We do understand how frustrating it is to experience delays in receiving a response, particularly when your problem remains unresolved.

Unfortunately, we're unable to identify your account from your Trustpilot review alone, so we've sent you a request via Trustpilot asking for a few more details. As soon as we hear from you, we'll investigate this as a priority and look to get this resolved for you as quickly as we can.

Reply from Rapanui

Jul 8, 2026

Thank you for taking the time to leave your feedback Angsana, so sorry to hear about your experience.

We do appreciate how frustrating it must've been to have your parcel returned to sender not once, but twice, especially when you were already waiting for an exchange.

I can see that a colleague from our Customer Service Team has been in touch to get this resolved for you. It appears the address detail you provided was incomplete, which unfortunately resulted in both deliveries being returned to sender by the courier. For awareness, when making use of the address autofill tool it’s easy to miss off the road or house number without it being immediately obvious during checkout.

Regardless of the cause we appreciate the disappointment and inconvenience, especially the impact on getting your replacement to you, but we're pleased our team were able to resolve this for you.

Reply from Rapanui

Updated Jul 9, 2026

Thank you for taking the time to leave us your feedback, Sue, and we're sorry to hear about your ordering experience.

We completely appreciate your frustration. To reassure you, once an order is placed an automated order confirmation is normally sent to the email address provided at checkout.

I can see that a member of our Customer Service team has since been in touch to assist with your query and that your parcel has now arrived safely with you.

With regard to your comments about not receiving the order confirmation email, we'd like to investigate this further to understand what may have happened. We've sent you a request via Trustpilot for a few additional details and, as soon as we hear back from you, we'll be happy to look into this for you.

Thank you again for bringing this to our attention.

09/07 update: Many thanks for your reply, Sue, and for providing further details. I can see that my colleague from our Customer Service Team has already been in touch via email. Unfortunately, we haven't been able to locate an order with the contact details you’ve provided. If you can recall the contact information used for this order, we can of course investigate your query further. My colleague has already emailed advising on this. When you have a moment let us know as we are keen to establish what has happened with regards to the order communications.