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Contact Us & FAQs

Need help? You may be able to find answers from one of the following FAQs. If you'd like to get in touch with us directly, please use the form below.

Contact us here.

Online Ordering FAQs

How do I place an online order? 

Once you’ve found the item you wish to buy, you need to decide whether you want it delivered or to collect it yourself. 

For Home Delivery, simply check the box, select your quantity and click Add to Cart. From there, you can continue shopping for more products or go to the checkout. For Click & Collect, you’ll need to select the Mitre 10 MEGA or Mitre 10 store you would like to collect from. Note that due to varying stock levels, you may not be able to Click & Collect all of your items from the same store.

Once you have all the items in your cart, you will be asked to confirm your order. For Click & Collect orders, you will also select your delivery date and time on this page. For delivery, you will be asked to enter your delivery address (unless you have an account and are already logged in, in which case, they will come up automatically). If all the details are correct, click Proceed to Checkout. 

Before you reach the checkout, you will be asked whether you are a returning customer or a new one. Enter your login details if you have them, otherwise you can checkout as a guest. If it’s your first purchase with us but you wish to create an account, you can do so by clicking Register at the top right of the page. 

The checkout page will add the delivery fee for home delivery orders, and will ask you for your name, contact details, delivery and/or billing address if you are checking out as a guest. You can also add your Airpoints™ membership number on this page. Click Continue to go to the payment screen. 

Once you have confirmed that all the specifics of your order and your home delivery address or click & collect timeslot are correct, simply enter your card details in the form shown. Our payment processing partner is DPS: Payment Express who are one of New Zealand’s most trusted secure online payment providers. All of your details will be encrypted. Click Submit to complete 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 payment has been successfully processed your order will appear on the screen and we will email your order confirmation to you. 

How do I make a change to my order?

Unfortunately this is not normally possible once an order has been submitted, as your order may have already been processed. 

If you have ordered online during working hours Monday – Friday and wish to immediately change details of your order, you can try getting in touch with the Mitre 10 store who are processing your order. To find out which store to contact, you can check the confirmation email sent to you after the order was placed.

How do I cancel my order? 

You will need to contact the Mitre 10 store that is processing your order. To find out which store to contact, please check the confirmation email you received after submitting your order. Unfortunately, we cannot guarantee that it will be possible to cancel your order, as it may have already been processed.

If we are able to cancel your order prior to dispatch, we will refund any charge to your credit or debit card. Our No Hassle Returns policy will apply in this instance.

If we are able to cancel your order but some or all 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. 

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

You can request a new receipt from the Mitre 10 MEGA or Mitre 10 store that processed your order. 

Can I order over the phone? 

Yes, you can 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 this service work? 

Some things you just can’t sort out by shopping online, we’re offering an easy, three step Personal Shopper service as the next best thing. All you need to do is: 

1. Email your local store with your contact information and the details of the items you wish to buy, the task you need to complete, or the problem you want to fix. From there, one of our team members in-store will get in contact. Please be patient, demand is high at the moment.

2. Choose whether you want to collect your Personal Shopper order from the store or have it delivered to your home.

3. Wait for us to text or call when your order is ready to be dispatched or picked up. This can take up to five days.

Payment

What are my payment options? 

Payment is to be made in New Zealand dollars by credit, debit, Mitre 10 gift card, Airpoints Dollars™ 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? 

Cards accepted by all stores include Q Card, Gem Finance, Farmlands and Farmers. Cards accepted by selected stores include Farm Source SuperCard/RD1 and Ruralco. 

Please look on our individual store pages to identify what services are available at your local store.

How do I use Afterpay? 

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

Afterpay is available online only*, on purchases between $50 - $1500. All you need to be able to apply is to have a debit or credit card, to be over 18 years of age, and to 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™?

Yes, we are stoked to be the first NZ retailer welcoming Airpoints Dollars™ as a way to pay for purchases. Pay in part or in full when you spend $75 or more in a single transaction in store or online.  Full terms, conditions and exclusions are available here.

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.

Delivery

How much does delivery cost? 

Parcel Delivery: 

Your delivery address Order type Delivery charge
Metro areas Parcel orders under 25kg^ $7.50
  Gift card only orders $3.50
Rural areas* Parcel orders under 25kg^ $12.50
  Gift card only orders $8.50

Surcharges may apply for multiple items, or based on the size, weight or any special handling requirements - this is required to make sure your order reaches you safely. Final shipping costs will be calculated and displayed at checkout. Alternatively the store may contact you to make other delivery arrangements.

If multiple items are ordered, we may deliver items separately. If this is the case you will not incur any extra delivery cost.

*For parcel orders, rural delivery addresses are as defined by New Zealand Post address data.

Large Item Delivery:

Your delivery address Order type Delivery charge
Under 30km from the closest participating store* Medium item orders $49
  Large bulky item orders $79
  Extra Large bulky item orders $99
Between 30-100km from the closest store* Medium item orders $89
  Large bulky item orders $139
  Extra Large bulky item orders $159

Surcharges may apply for multiple items, or based on the size, weight or any special handling requirements - this is required to make sure your order reaches you safely. Final shipping costs will be calculated and displayed at checkout. Alternatively the store may contact you to make other delivery arrangements.

If multiple items are ordered, we may deliver items separately. If this is the case you will not incur any extra delivery cost.

*For medium and large bulky orders, delivery is based on the distance from your delivery address to the closest Mitre 10 MEGA or selected Mitre 10 Online Fulfilment Stores. 

In the case where the address you have provided is outside of our delivery zone for bulky orders (more than 100kms from an Online Fulfilment Store) we can still get your order to you, but there may be an additional charge. You will be notified if you are outside of our delivery zone during the checkout process. You can still place your order online and the fulfilment store where your order is placed will get in touch with you to confirm delivery costs.

When will my order be delivered? 

Once you've placed your order, we aim to deliver it within 3 to 7 working days to most areas. Delivery to rural addresses and the lower South Island can take up to 10 days. For some bulky or remote deliveries, our team will be in contact with you to arrange a delivery time and any special delivery instructions. 

How do I track my order? 

Track and trace details are supplied in your order confirmation email. If you are unable to find this email, please contact your local store. Find contact details here.

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. These items can not be added to your cart for Home Delivery. 

Does Mitre 10 ship internationally? 

We do not deliver online purchases to overseas addresses at this time. 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're shopping online. If you have a substantial commercial order we may be able to make other arrangements for payment and delivery, please contact us.

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 returned to us in their original condition and packaging, including all accessories and the invoice or delivery 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.

How do I return an item? 

Simply return the item to the store with your receipt or invoice and we’ll process the return for you. If you’d prefer to courier the product back to us, just check your invoice to see which store dispatched it and send the item back to that store.

Can I return an item to a different store than the one I bought it from? 

It’s always easiest to return your product to the store you got it from, but you can return it to any Mitre 10 store. 

I have received the wrong product, what do I do? 

If you have received the wrong product in your order, please contact the store it was dispatched from. This information should be in your order confirmation email. You can find contact information for all of our stores here.

My product is broken or faulty, what should I do? 

Please contact our customer care team here so we can arrange to either repair, replace the product or provide you with a refund, as set out in the Consumer Guarantees Act.

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?

Find your local store here<https://www.mitre10.co.nz/store-locator>, and give them a call to check on stock availability. 

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’s 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 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.

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.

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 24 months from the date of purchase.

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. 

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 used in-store as they need to be swiped through an eftpos terminal. 

Store opening hours

What are the opening hours of my local store? 

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

General

What services do you 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. 

What kind of in-store events do you have? 

Our stores are always running great events. Follow Mitre 10 or your local store on facebook to stay up to date with events, promotions and competitions. 

What are Mitre 10 Clubs? 

We have a Home Improvement Club and a Garden Club that offer members only benefits, advice, prizes and invites to special events. Find out more about Mitre 10 clubs. 

What is Mitre 10 Trade? 

Mitre 10 Trade has been a key part of the industry for over 40 years, partnering with tradespeople across the country to supply them with everything they need for every job. 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’re 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 account.

What is the Mitre 10 Price Guarantee? 

If you find a lower price on an identical stocked product locally we will beat it by 15%. If you find the same product cheaper from another Mitre 10 store or the Mitre 10 website we'll match that price. Excludes trade and special quotes, stock liquidations and commercial quantities. The in-store price may be lower than that advertised.

I think your website is broken.

Please contact us and let us know what the problem is. The more detail the better (EG trouble loading pages, you can’t find the item you want, or you can’t make a purchase) and our web team will investigate the issue.

Our Privacy Statement

Trust means a lot to us at Mitre 10. We’re committed to treating the personal information of our customers with care and respect.

Our Sustainability Journey

We’re committed to making positive social, environmental and economic contributions to our communities. 

Mitre 10 in your community.

We’re locally owned with deep roots in our communities and like to lend a helping hand where we can. Our partners have done amazing work in developing programmes that make our country a better place, either by inspiring achievement within communities, protecting native species, funding research that saves lives, or providing a platform for grassroots sport to grow, and we’re pleased to see the change we can achieve together. 

Got another question?

For other queries please fill out our contact us form here and let us know how we can help.

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