Frequently Asked Questions

Ordering Online

How do I order online?

Simply browse our collection and select your preferred size and colour. Click “Add to Bag”, then “Proceed to Checkout” when you’re ready to complete your purchase. Follow the on-screen instructions to enter your details and payment information.

Payments

How can I pay for my online purchase?

We accept the following secure payment methods:

  • Credit and debit card
  • PayPal
  • Afterpay
  • Laybuy
  • Online EFTPOS

Order Support

Who can I contact if I’m having trouble placing an order?

If you experience any issues while shopping online, please contact our friendly team at our TAV New Zealand branch:

  • Email: customerservice@tavpacific.com
  • Phone: +64 9 634 1095

Shipping & Delivery

Do you ship internationally?

Yes, we ship worldwide via DHL Express. Delivery times vary by region — please visit our Shipping & Delivery page for full details.

How long will my order take to arrive?

  • New Zealand: 1–4 business days
  • Australia: 1–3 business days
  • Pacific Islands: 5–7 business days
  • Rest of the world: 6–7 business days

Can I track my order?

Yes. Once your order has been dispatched, you will receive a tracking number via email so you can follow your parcel’s journey.

Returns & Exchanges

Can I return or exchange an online purchase?

If you wish to return or exchange a purchase we can provide store credit. To be eligible for store credit, returned items must meet the following criteria:

  • Items must be returned within 10 days of receipt.
  • Items must be in unworn, unwashed, and undamaged condition.
  • All original tags must be attached.
  • Sale items cannot be returned.

We may, at our discretion, offer refunds if your item is faulty, incorrect, or if you received the wrong size.

To be eligible for a refund:

  • The item must be returned within 3 days of receipt.
  • It must be in original condition with all swing tags and labels attached.

Once we receive your return, we will replace the item or refund the purchase price using your original payment method.

  • TAV will cover the cost of postage for replacement items.
  • The customer is responsible for the return postage to our Head Office.
  • You may also return your item in person at our Auckland store, where our team will assist you.

Sizing & Fit

How do I choose the right size?

Each product page includes a size guide to help you find your best fit. If you’re unsure, contact us at customerservice@tavpacific.com — our team can provide personalized size and fit advice.

Do you offer mid-size and plus-size options?

Yes, TAV celebrates all body shapes and sizes. Many of our designs are available in mid-size and plus-size options — look for size availability on each product page.

Garment Care

How should I care for my TAV garments?

TAV garments are handmade and handprinted, so gentle care is essential.

  • Wash inside out to protect colours and prints.
  • Hand wash or use the gentle wash cycle on your machine.
  • Drip dry in the shade.
  • For dresses with thin straps, fold over the centre of the hanger instead of hanging by the straps. 

Store Pickup

Can I pick up my order in store?

Yes, we offer store pickup from our Auckland branch: 163 Onehunga Mall Rd, Auckland, New Zealand. 
 Select “Store Pickup” at checkout and bring your order number when collecting your purchase.

Fabric & Design

Can I purchase TAV fabric?

Unfortunately, we do not sell our fabrics separately. All TAV textiles are hand-printed and exclusive to our in-house designs, making every garment unique.

Are all TAV garments handmade?

Yes. Every TAV piece is handmade in the Pacific, with many prints individually hand-screened by our artisans. Small variations in colour or print placement are part of what makes your TAV garment one of a kind.

General Information

Where are your stores located?

  • Auckland, New Zealand: 163 Onehunga Mall Rd, Onehunga 
  • Rarotonga, Cook Islands: Vakatini Road, Tutakimoa (Head Office)
  • Hawai‘i, USA: Ka Makana Ali'i Mall, 91-5431 Kapolei Pkwy #319

How can I contact you?

  • Email: customerservice@tavpacific.com
  • Facebook: Tav Pacific
  • Instagram: @Tav_pacific
  • Phone: +64 9 634 1095