For returns, refunds, and claims, please refer to “Returns, refunds, claims & disputes.”
1. Scope
Ventanou is the official e-commerce platform of the Creativ Moorea store.
Online sales made through the Ventanou website are operated by World Service Company, established in French Polynesia.
In this document, “Ventanou” refers to the e-commerce website and the online sales activity operated by World Service Company. “Creativ Moorea” refers to the physical store under its trade name.
This document sets out the terms for shipping and delivery, dispatch, packaging, optional insurance, transfer of risk, and customs-related matters for sales made via Ventanou.
These provisions apply to all orders, regardless of the destination country.
For cancellation rights (where applicable), returns, refunds, product claims, and disputes, customers are invited to consult the page “Returns, refunds, claims & disputes”, which prevails.
2. Shipping and delivery methods
Products are primarily shipped from French Polynesia to the destinations available at checkout.
Certain specific items may however be shipped from another country depending on their nature, availability, or a partner’s logistics. When applicable, this information is provided during the purchase process and/or at the time the order is prepared.
Shipping options are selected at checkout and may include, depending on the carrier:
- standard shipping,
- tracked shipping,
- delivery confirmation and/or registered service,
- and/or optional shipping insurance.
No shipping is free. Shipping costs are always charged to the customer and calculated based on destination, weight, volume, and the nature of the ordered items.
Shipping fees and available shipping options are displayed at checkout before payment is confirmed, based on the destination and the characteristics of the parcel.
3. Processing times and estimated delivery timelines
Orders are prepared and dispatched on business days only, Monday to Friday.
The processing time, dispatch time, and delivery timeline shown at checkout are estimates. They are calculated based on the information available (destination, carrier, selected service, and logistical constraints) and may include a processing time before dispatch.
Additional delays may occur, including due to customs inspections, local formalities, weather conditions, peak periods, or carrier disruptions. Such delays do not entitle the customer to compensation or a refund of shipping fees, except where required by applicable law.
4. Packaging, optional insurance, and transfer of risk
Each item is checked and carefully packaged before shipping, especially art pieces, decorative items, and furniture, whose fragility and value require specific precautions.
Unless stated otherwise, risk transfers to the customer once the parcel is handed over to the carrier.
- If the shipment is sent without insurance, World Service Company (operating under the Ventanou brand) cannot be held responsible for loss, damage, theft, or delays occurring after dispatch, to the extent permitted by applicable law.
- If insurance is selected, any compensation is governed exclusively by the carrier’s terms and the insurance conditions purchased.
Customers are responsible for choosing a shipping option that is appropriate for the value and nature of the ordered items.
5. Customs duties, taxes, and local formalities
Shipments from French Polynesia to another territory may be subject to customs duties, local taxes, administrative charges, and customs clearance fees.
Any such fees are the customer’s sole responsibility. World Service Company (operating under the Ventanou brand) cannot be held responsible for amounts required by local authorities in the destination country.
No refund may be claimed if the customer refuses to pay these fees, or if the parcel is delayed, held, or returned due to customs formalities or failure to collect the parcel.
If a parcel is automatically returned due to unpaid customs fees, failure to collect, or an incomplete/incorrect address, any return, storage, re-shipping, or related logistics costs remain at the customer’s expense.
6. Specific terms: art pieces, fragile items, and furniture
Due to their nature, value, and fragility, Polynesian art pieces, bulky decorative items, and furniture may require specific shipping conditions (reinforced packaging, special transport, or a dedicated shipping quote).
These items are not eligible for free shipping and may require a recommended, insured and/or signature-required service.
7. Fraud prevention – proof of delivery and payment disputes (international orders, including the United States)
For international orders (including shipments to the United States), delivery disputes and payment disputes (“chargebacks”) may occur. To protect both parties:
- For any order over 100 USD (excluding shipping fees), Ventanou ships with tracking and delivery confirmation when supported by the carrier.
- A parcel marked as “Delivered” by the carrier (with tracking evidence) is presumed delivered to the shipping address provided at checkout, unless objective evidence shows otherwise.
- For certain destinations, fragile items, or higher-value orders, signature confirmation and/or insurance may be required.
- Any “not received” claim must be reported in writing as soon as possible, and ideally within 48 hours after the carrier status shows “Delivered”, with verifiable supporting information.
- In case of a dispute, World Service Company may request additional information and open an investigation with the carrier. Carrier delivery records and customer communications may be used to contest abusive or fraudulent claims with carriers and payment providers.
8. Returns, refunds, and product claims: reference page
Return eligibility, refund rules, product claims procedures (damaged items, missing items, non-conforming items), and dispute handling are detailed in the page “Returns, refunds, claims & disputes”.
Any request related to a return, cancellation (where applicable), refund, or product claim must be submitted in writing before sending anything back, in accordance with the reference page.
9. Contact
For any question related to shipping, tracking, a delivery issue, or a product claim, please contact us via the “Contact” page, including your order number and, if available, the tracking link.
10. Order processing hours
Orders are processed, prepared, and shipped on business days only, Monday to Friday, between 9:00 AM and 6:00 PM (French Polynesia local time).
Any order placed outside these hours – including evenings, weekends, after 6:00 PM on a Friday, or on the eve of a public holiday – will be processed starting the next business day.
Preparation and shipping timelines start only from the effective date the order is taken in charge by Ventanou.
