Contact Us & FAQs

Store opening hours

What are the opening hours of my local store? 

Type your postcode, suburb, or town into our store finder to find opening hours and contact details for stores closest to you.

General

What services do we offer? 

From key cutting and paint colour matching to project estimates and kitchen design, our stores offer a great range of services to make every job Easy As. 

Find out more about the services offered by Mitre 10 MEGA and Mitre 10 stores. 

Check out individual Store Pages to see what services are offered by your local store. Look out for icons like these.

Are dogs allowed in-store?

Our stores are individually owned and operated; and it is up to each store to decide whether to allow dogs in store. We do not have a national policy regarding dogs in-store. If you would like to find out if a store allows dogs, our store locations and contact details can be found here. 

The dog-friendly icon will be visible under the store details if that welcomes furry friends.

What kind of in-store events do you have? 

Follow Mitre 10 or your local store on Facebook to stay up to date with events, promotions, and competitions.

What is Mitre 10 Club? 

Mitre 10 Club offers member only Garden and DIY inspiration and advice, exclusive club deals, prizes and invites to special events. Find out more about Mitre 10 Club. 

What is Mitre 10 Trade? 

From foundation to fence line, Mitre 10 Trade partners with local trade customers to supply everything they need to get the whole job done. We stock high quality, trade-compliant products at competitive prices, working closely with local and international suppliers to deliver cost-effective solutions for our customers.

How do I become a Mitre 10 Trade customer? 

If you are a tradesperson, you can apply for a trade account here. The benefits include:

• The convenience of tailored account structures
• Access to special account holder pricing and offers
• Access to the exclusive Mitre 10 Trade Hub, where you can view your individual pricing, create an estimate for a job and check your Trade account. 

What is the Mitre 10 Price Guarantee? 

You can find all our Price Guarantee information here, which include our full terms and conditions

I think there is a problem with the Mitre 10 Website

Please contact us and let us know what the problem is. Please provide us with as much details as you can (e.g., trouble loading pages, you cannot find the item you want, or you cannot make a purchase) and our web team will investigate the issue. If possible, please add screenshots of your issue.

I have been blocked from your website.

Usually, blocks will automatically resolve itself after 24 hours if our security system detects that there is no security risk on the device. In the meantime, please try another device. After the 24 hours has passed, please clear your browser history, and restart the device which was blocked from our website.  

If you continue to experience issues, please contact Customer Care here.

I am looking for a quote for products sold at Mitre 10

Give your local Mitre 10 MEGA or Mitre 10 store a call or email and our friendly staff will find the information you need. Find store contact details here.

I need spare parts for my product

Our stores are individually owned and operated, each store sources replacement/spare parts directly from suppliers. Please contact your local/preferred store directly to enquire if they can source the part that you require and provide you with a quote. Store locations and contact details can be found here. 

Kitset Assembly services

Our partners at Kitset Assembly services can assemble a wide range of Mitre 10 products, such as sheds, outdoor furniture, storage, BBQs, and clotheslines. To get a quote simply fill out the form here. If you would prefer to speak with the friendly team at Kitset Assembly services, please phone 0508 454 873.

What is Mitre 10’s Privacy Policy?

Trust means a lot to us at Mitre 10. We are committed to treating the personal information of our customers with care and respect. Our Privacy Policy is available here.

How is Mitre 10 being sustainable? 

Mitre 10 is committed to making a real and sustainable impact on our environment, operations, and communities we are apart of. Click here to learn more about Mitre 10’s sustainability journey and the work we are doing to build a more sustainable future.

Online Ordering FAQs

Online ordering 

Most of our products are available online, however some products can only be purchased in particular stores, e.g., spare parts. Please contact your local store if you cannot find what you are looking for online.

How do I place an online order? 

First time online order: You can checkout as a guest, or for a more streamlined experience, create an account with by clicking ‘Register’ at the top right of the website and enter your details. 

Select your store:

Please select your local store in the top left corner of the website. This will show you available stock at that store.

Choosing Home Delivery or Click & Collect: - 

When choosing your product, select how many you would like and then choose ‘Delivery’ or ‘Click & Collect’, then click ‘Add to Cart’. It will then give you the option to continue shopping or view your cart and go to checkout.

Completing your Order:

After you have placed all your items in your cart, you will need to confirm your order. 

Click & Collect:  If you have selected ‘Click & Collect’ for any items, you will need to select your pickup date and time.

Delivery:  If you have selected ‘Delivery for any items You will need to enter the address you want the items delivered to. *Please note that Mitre 10 does not deliver to PO boxes.* 

Once all details are correct, click ‘Proceed to Checkout’.

If you are not logged in, you will be asked if you want to ‘Continue as a Guest’ or ‘Log in and Checkout’. You can choose enter login details if you have them or choose to check out as a guest. 

Delivery Fee: The checkout page will automatically add the delivery fee from the address you have entered. Please see here for how delivery fees are calculated.

If checking out as a guest you will need fill out your name, phone number and email. You are also able to add your Airpoints membership number too.

After confirming that your delivery address or your Click & Collect time and date is correct, click Continue to go to the payment screen. 

Payment:

You can choose to pay by card, Afterpay or use a Gift Card. See ‘Payment methods’ below for more information 

*You can only use one Gift Card per online order. Gift Station Gift Cards (Gift Station logo will be on the back) cannot be used online; Gift Station Cards can only be redeemed in-store.

Click Submit to finalise your order. Do not click refresh or exit the browser window until you receive a response. If the payment does not process correctly, you will be notified. 

When using a credit card to pay for your order, you will be required to fill out the billing address. If your billing address is not accepted, please contact our customer care team here. 

Completed order:

When payment has been successfully processed your order will appear on the screen and we will email your order confirmation to you. If you have not received a confirmation email, please check your spam email, if you still have not received an email, please contact our customer care team here. 

How do I make a change to my order, or cancel my order?

Unfortunately, this may not be possible once an order has been submitted, as your order may have already been processed by the store. 

If you have ordered online and wish to change details of your order, you can get in touch with the Mitre 10 store who are processing your order. The store and their contact details will be on the order confirmation email. 

If we can change or cancel your order prior to dispatch, we will refund the applicable amount to your credit or debit card. Our No Hassle Returns policy will apply in this instance. You can find our No Hassle Returns policy here.

If we can change or cancel part of your order but some of the items are already in transit, Mitre 10 will refund your credit or debit card upon receipt of the returned goods, excluding handling and delivery costs. You can bring the items to the store for a refund under our No Hassle Returns policy – available here.

Receipts

I have lost my receipt; how can I request a new one?

If you have lost receipt, you can request a new receipt from our customer care team here. Please provide the name of the store you made the purchase at, the date of the purchase and the total amount paid. A docket number, online order number or Airpoints card (2642 number) would also be helpful.

Can I order over the phone?

Yes, you may be able to order over the phone, just give your local store a call and let them know what you need. Use our Store Finder to find contact details for your nearest Mitre 10 MEGA or Mitre 10. Please note that stores have busy times, and you may need to wait.

Personal Shopper

How does the Personal Shopper service work? 

Some things you just cannot sort by shopping online. Through our new Personal Shopper programme, we hope to deliver some of the Mitre 10 service our customers appreciate. Our in-store teams are available by email and phone to help with all your home improvement needs. Find out more here.

Payment Methods

What are my payment options? 

Payment is to be made in New Zealand dollars by credit, debit, Mitre 10 Gift Card or Afterpay. Accepted credit cards are Visa and MasterCard. Additional payment options depend on the store processing your order, and these will be displayed during the checkout process.

If we are unable to deliver any items, your card will be credited with the full cost and delivery charge for the unsupplied item.

What other cards can I use? 

All of our stores accept Q card, Gem, Farmlands and Farmers cards for payment in-store. Selected stores also accept Farm Source, SuperCard/RD1, Ruralco, Gold Card, NZDF and emergency services. To check which cards your local/preferred store accepts, please contact them here.

How do I use Afterpay? 

Afterpay lets you pay for your online order over 4 simple interest free instalments.

Afterpay is available online only on purchases between $50 - $3000. All you need to apply is to have a debit or credit card, be over 18 years of age, and be a resident of New Zealand or Australia.

Late fees and additional eligibility criteria apply. Find out more. Note that Afterpay terms and conditions apply.

Can I pay using Airpoints Dollars™?

If you want to use Airpoints Dollars™ to pay for your shopping in-store or online, you will need to purchase a Mitre 10 E-Gift Card from the Airpoints store.  It is easy to do and there are a range of Gift Card values available. Please note that only one E-Gift Card can be used per order so ensure you choose the right value E-Gift Card/s to meet your needs.

Can I use a Mitre 10 Gift Card to make purchases online?

Yes, simply follow the standard purchase process and select Mitre 10 Gift Card as your payment type when you get to the payment screen in the checkout process. *Please note only ONE Gift Card can be used per order. Cards which have ‘www.giftstation.com’ on the back cannot be used for online purchases as these cards need to be swiped through an eftpos terminal in-store.

Delivery

At Mitre 10 we offer a quick, safe, and affordable delivery to your home, office or wherever your DIY project is taking place. You can find out more about delivery here. If you’re not satisfied with your purchase, check out our No Hassle Returns policy to find out what to do next.

I cannot find my tracking number, or my tracking number is not working.

If you cannot find your tracking number or your tracking number is incorrect. Please contact the store that processed your order. This information can be found in your order confirmation email. You can find contact information for all our stores here.

You can the find NZ Post tracking website here.

What other notifications will I get regarding my online delivery order?

NZPost will send you the following emails: (Only for orders that have gone out via NZPost)

• when the order has been picked up from the store
• When the order is out for delivery
• When the order has been attempted to be delivered
• When the order has been delivered

Why can’t I get certain items delivered? 

Some of the items we stock are considered dangerous goods and cannot be delivered. This includes products like paint, which could emit hazardous fumes, and gas cylinders that are highly flammable, fragile, or easily breakable items are also unable to be delivered. These items cannot be added to your cart for Home Delivery. Please contact your local store to enquire about alternative delivery methods.

Does Mitre 10 ship internationally? 

We do not deliver online purchases to overseas addresses currently. If you are overseas but want your order to be delivered to friends or family in New Zealand, then we can help. Just enter their delivery details in the order form as you are shopping online. If you have a substantial commercial order, we may be able to make other arrangements for payment and delivery, please contact one of our stores.

Returns

What is your returns policy? 

Our No Hassle Returns policy means we are happy to exchange or refund any unopened and unused, non-customised items being returned to us in their original condition and packaging, including all accessories and the invoice or delivery receipt/docket, within 28 days. 

Customised products, which include products cut, made-to-measure, special order or mixed to specific requirements, cannot be refunded, or exchanged. Clearance items or products purchased during Clearance events in our stores cannot be returned or exchanged.

We will refund to your original payment method where possible or, if you prefer, we can issue you a Mitre 10 Gift Card for the sum equal to the cost of the product, excluding handling and any delivery or returns costs.

Product queries

I need more information on a product, what do I do? 

Give your local Mitre 10 MEGA or Mitre 10 store a call and our staff will find the information you need. Find their contact details here. 

How can I find out if an item is in stock?

Use the store locator here to check availability online or give your chosen store a call. 

I saw a product in-store and I can’t find it online.

While our online range is extensive, not all items are currently listed. Please call the store where you saw the item to find out if it is available to order over the phone. Contact details for our stores can be found here.

Gift Cards

How do I buy a Mitre 10 gift card?

Visit our Gift Card page and select the card or E-Gift Card you would like. You can then enter your desired balance and add the Gift Card to your cart. You can also purchase a card in-store. Note that terms and conditions apply.

I have not received a physical Gift Card in the post, should I expect one?

When you purchase a Mitre 10 E-Gift Card online or a Mitre 10 E-Gift Card using Airpoints Dollars^TM, it will be sent to your email as an E-Gift Card, and you will not receive a physical copy. To redeem your E-Gift Card all you need is the card number and pin which is provided on the E-Gift Card. E-Gift Cards bought with Airpoints Dollars^TM, can take up to 2-3 days to show in your email inbox.

What are the minimum and maximum values for a Gift Card?

Values between $10.00 and $500.00 can be applied to each Mitre 10 Gift Card bought from this website. *You can only use one Mitre 10 Gift Card per online order.

Do I have to spend the whole balance of a Gift Card at once? 

No, any remaining amount will stay “live” on your card for the duration of its life, which is 5 years after the last purchase made from the Gift Card. If your Gift Card is from Gift Station, your Gift Card is valid for two years before expiring.

How do I check the balance on my Gift Card? 

You can check the balance of your Gift Card here. Simply enter the card number and PIN to display your balance.  If you have a Gift Station Card, you can check the balance here.

Can I give my card to someone else?

You can choose to have the Gift Card delivered to your address so you can deliver it yourself, or you can put the recipient's information into the delivery address box.

Can I use a Mitre 10 Gift Station Card online? 

Gift station cards can only be redeemed in-store as they need to be swiped through an eftpos terminal in-store.

How many Gift Cards can I use online?

You can only redeem ONE Gift Card per online order. In-store you can redeem multiple Gift Cards in one transaction. *Please note cards which have ‘www.giftstation.com’ on the back cannot be used for online purchases as these cards need to be swiped through an eftpos terminal in-store. 

I deleted my email with my E-Gift Card, can you re-send it?

We are unable to resend E-Gift Cards once they have been issued/sent. Please contact our customer care team here so we can see how we can help. 

Can I use my Gift Card at any Mitre 10 store?

Yes, physical Gift Cards and E-Gift Cards can be used at any New Zealand Mitre 10 store. Gift Station Gift Card can only be used in store as they must be swiped to an eftpos terminal in-store

I forgot my Airpoints card and want to add my Airpoints Dollars^TM to my Airpoints account.

To earn Airpoints Dollars^TM from previous transactions, you will need to contact the customer care team here. Please include your receipt and a permanent Airpoints card number that starts with 2642 and the customer care team can add the Airpoints Dollars^TM on to your account. Please note to make a claim it must be within six months of the purchase date, and you must have been an Airpoints member at the time of purchase.

Using Airpoints Dollars^TM to purchase Gift Cards.

Go to www.airpointsstore.co.nz to place your order.  When you purchase a Mitre 10 Gift Card using Airpoints Dollars^TM, it will be sent to your email as an E-Gift Card, and you will not receive a physical card. To redeem your Gift Card all you need is the card number and PIN which is provided on the E-Gift Card.

My Airpoints^TM E-Gift Card never arrived.

Contact our Customer Care team here and provide us with the Air NZ Order ID number.  We are unable to resend E-Gift Cards once they have been issued/sent. Please contact our customer care team here so we can see how we can help.