FAQ

Frequently Asked Questions

Find answers to the most frequently asked questions about orders, delivery, returns, and our creations.

How long will it take for my order to be shipped?

Each order is carefully prepared in our workshop in Tahiti.

Orders are usually shipped within 48 business hours after payment has been confirmed, excluding weekends, public holidays, and periods of high activity.

For personalized creations or made-to-order items, the preparation time may be longer.
This will be specified before your order is confirmed.

How can I track my order?

As soon as your order has been shipped, you will receive a confirmation email with your parcel number and a tracking link.

Tracking information may take a few hours to update after the parcel has been sent.
If you experience any difficulty, you can contact us with your order number.

Can I modify or cancel my order?

Please contact us as soon as possible after placing your order at contact@umatatea.com.

If your order has not yet been prepared or shipped, we will do our best to modify or cancel it. Once the parcel has been shipped, it will no longer be possible to change the delivery address, items, or shipping method.

Can I order a personalized creation?

Yes, some creations can be made on request: jewelry, ceramics, colors, patterns, or a specific intention, depending on what is possible in the workshop.

You can write to us via the contact form or at contact@umatatea.com, specifying your request. We will reply with the available options, estimated timeframe, and any applicable price.

Please note that personalized creations cannot be returned, except in the event of a defect or an error on our part.

Can I send an order as a gift?

Yes. You can enter a delivery address that is different from the billing address when placing your order.

If you would like to add a personalized message, please mention it when placing your order or contact us shortly after your purchase. We will do our best to include it in your parcel.

What payment methods do you accept?

We accept payments by bank card: Visa and Mastercard.
The amount is charged when the order is confirmed.

Is payment secure?

Yes. Bank card payments are secured through our payment provider.
Your banking information is protected and is never stored by Ū Matatea.

What are the shipping times?

Shipping times vary depending on the destination and the shipping method selected.

Estimated shipping times by destination are indicated on the [shipping] page.

These timeframes are provided for information purposes only and may be extended during periods of high activity, public holidays, customs procedures, or events beyond our control.

How much does shipping cost?

Shipping costs are calculated automatically at checkout according to the weight of your order, the delivery address, and the selected shipping method.

You can estimate your shipping costs directly in your cart by entering your postal code. An indicative rate table is also available on the [shipping] page.

The exact amount is displayed before final confirmation of your order.

Do you ship internationally?

Yes, we ship to French Polynesia, mainland France, and several international destinations.

If your country does not appear at checkout, you can contact us at contact@umatatea.com so that we can check the available shipping options.

Are there customs fees or taxes?

For deliveries outside French Polynesia, customs fees, local taxes, or import duties may be applied by the authorities of the destination country.

These fees are not included in the total amount of your order and remain the customer’s responsibility. They do not depend on Ū Matatea and may vary according to local regulations.

What should I do if my parcel seems to be stuck?

If your parcel tracking has not updated for several days, please contact us with your order number. We will check the situation with the carrier whenever possible.

For international deliveries, certain customs procedures may temporarily slow down the delivery process.

What should I do if my parcel arrives damaged?

If your parcel arrives damaged, we recommend taking photos of the packaging before opening it, then photos of the items concerned.

Contact us within 48 hours of receipt at contact@umatatea.com with your order number and the photos. We will find an appropriate solution.

Can I return an item?

Yes, you have 14 days after receiving your order to inform us that you wish to return an item, except for the exceptions listed below.

The item must be unused, complete, in perfect condition, and carefully protected for return shipping.

Which items cannot be returned?

Certain items cannot be returned, except in the event of an error on our part or a defective product:

personalized creations or made-to-order items;
food products, including vanilla, if they cannot be resold for preservation reasons;
cosmetics, including monoï oil, when they have been opened, unsealed, or used;
items that are damaged, incomplete, or used after receipt.

How do I return an item?

To return an item, contact us via our contact form or by email at contact@umatatea.com, indicating:

your order number;
the item concerned;
the reason for the return, if you wish to provide it.

We will then provide you with the return address and the steps to follow. Sending an item back without contacting us beforehand may delay the processing of your request.

Are return shipping costs my responsibility?

Yes, return shipping costs are the responsibility of the customer, except in the event of an error on our part or a defective product.

We recommend using a tracked shipping method, as the item remains your responsibility until it is received by our workshop.

When will I be refunded?

After receipt and inspection of the returned item, the refund will be issued to the payment method used when placing the order.

The refund will be made within a maximum of 14 days after receipt of the returned item or proof of return shipment, in accordance with the rules applicable to online and distance selling.

Can I exchange an item?

Exchanges are not offered automatically, due to the shipping times and costs involved with orders sent from Tahiti.

If your item is not suitable, please contact us at [contact@umatatea.com](mailto:contact@umatatea.com) so we can review your request and let you know the possible solutions: return, refund, or another option depending on the situation, the product concerned, and the applicable conditions.

I received an incorrect or defective item. What should I do?

We are sincerely sorry for the inconvenience.

your order number;
a description of the issue;
photos of the item and packaging, if necessary.

We will get back to you quickly with a solution: replacement, exchange, refund, or another appropriate form of support depending on the situation.

Do the items come from French Polynesia?

Yes. This is at the heart of our approach.

Each piece is either created in our workshop in Tahiti or selected from local artisans and producers. We prioritize Polynesian know-how, small series, and creations that carry a story.

Are the products handmade?

Yes, our ceramics and jewelry are entirely handmade in our workshop in Tahiti.

We also offer products carefully selected from local artisans and producers: monoï oil, vanilla, pareos, and other treasures inspired by the Polynesian islands.

Are all items identical?

No, and that is part of their charm.

Due to their handmade nature, some creations — especially ceramics, jewelry, and pareos — may have slight variations in shape, color, pattern, or finish.

These differences are not defects: they make each piece unique.

Are the product photos contractually binding?

The photos are taken to represent the items as accurately as possible.

However, slight variations may exist depending on the lighting, the screen used, or the handmade nature of the product. For handmade pieces, each creation may have small differences compared with the photos.

What materials are used?

Materials vary depending on the creations: ceramics, textiles, gold plating, natural materials, or ingredients sourced from local producers.

Details are indicated on each product page. If you have an allergy, a particular sensitivity, or a question about a material, please contact us before ordering.

How should I care for an item?

Care instructions are specified on each product page.

For ceramics, avoid impacts, prolonged contact with water, and abrasive products. Clean gently with a soft, slightly damp cloth.
For jewelry, avoid contact with seawater, perfumes, cosmetics, excessive perspiration, and heat in order to preserve the enamel and gold plating.
For textiles, follow the instructions specific to each item in order to preserve the colors and fibers.

Can the jewelry be worn in water?

We recommend avoiding contact with water, especially seawater and chlorinated water.

Even if some pieces can withstand delicate everyday use, water, perfumes, and heat may alter the enamel, finishes, or gold plating over time.

Do natural products such as monoï oil or vanilla have a shelf life?

Yes. Natural products should be stored away from heat, humidity, and direct sunlight.

Storage instructions are indicated on the product page or packaging. After opening, we recommend using them within a reasonable timeframe in order to preserve their quality.