Online Shopping Help
How Do I Shop Online?
You’ll find a good selection of the full Mitre 10 range here on our website. Simply enter the product name into the search box or navigate through our ‘Shop’ section to find what you’re after. When you find the item that you want to buy online, you first need to choose whether you want it delivered or to collect from your Mitre 10 MEGA or selected Mitre 10* store.
If you select ‘Home Delivery’ we will send out your item by courier, with signature required on delivery. If you select 'Click & Collect’ you will see a list of the Mitre 10 MEGA and selected Mitre 10* stores that offer this service. If, when you select your local store, a red cross appears on the page, this means that store does not currently have stock of the item and you should select another store, or choose 'Home Delivery'.
Once you’ve chosen your preferred option for delivery or collection, enter the quantity you want (the standard is a single item) and click ‘Add to cart’.
To continue shopping, just navigate to the next product that you want and repeat the above steps. When you are ready to purchase your chosen products, click the small shopping cart image at the top right of your screen and then click ‘View cart/checkout’.
This page asks you to confirm your cart. First, double check the fulfilment method you previously chose. If you now have multiple items in the cart you may find your preferred fulfilment method is no longer available. You can easily switch between 'Home Delivery' and 'Click & Collect' by clicking on either option.
If you have selected 'Click & Collect', you will also be asked to confirm a preferred collection day and time. This information allows our team in the store to be sure your order is ready and waiting for you when head in to collect it. Sometimes we might get your order ready earlier – if that’s the case we’ll email you letting you know you can pick it up any time from that point.
The products you have selected to buy will be listed along with the quantities you entered. You can edit quantities by changing the number and clicking ‘update’. You can also remove an item from your cart by clicking on the red X.
If not all items are available for your chosen fulfilment method, we will advise you which items will be removed from the cart when you proceed. To avoid this happening you should change your fulfilment method.
When you click on ‘Continue to billing details’ you will be asked to either ‘checkout using your account’ or to ‘checkout as a guest’. If you have registered online with us to join our Home Improvement Club or Garden Club, or shopped with us before and proceeded to create an account, you should login with the same email address you used previously and your password.
If you’ve not shopped with us before, use ‘checkout as a guest’.
If you’ve logged into your account, you should now see your own details on the billing information page. Double check these are correct, and if you have opted for Home Delivery, select whether you want to use your saved address as your delivery address for this order. Note that we are unable to courier to a PO Box address as we require a signature on delivery.
If you opted for Click & Collect, you won’t need to enter a delivery address and your chosen collection store will be displayed on the right of the page.
On the final page in the online checkout you will see the confirmed delivery cost on the right hand side of the page, along with the total amount to be charged to your credit or debit card.
Please check again that all details of your order and delivery / collection are as expected and then 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 online order.
Do not click refresh or exit the browser window until you receive a response message from the website. If the payment does not process correctly you will be notified: There was a problem with some of the information entered. Please re-enter your details, then click ‘submit’ again.
When payment has been successfully processed your order will appear on the screen and we will email you your order confirmation.
How do I check my order status?
If you have registered for an online account with us, simply login and click on ‘My Orders’. If you prefer to check out as a guest, you won’t be able to view your previous orders. After checking out as a guest you will be given the option to register – this will enable you to see your orders for future purchases made against your account.
How do I change details about my order, like my delivery address or items ordered, once it is submitted?
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. Please check the order confirmation email sent to you after submitting your order for detail of which Mitre 10 store is processing your order.
There is a problem with my delivery, who should I contact?
You will need to contact the Mitre 10 store that is processing your order. Please check the order confirmation email sent to you after submitting your order for detail of which Mitre 10 store is processing your order.
Why didn't the courier drop the parcel off?
Please note that the courier requires a signature to confirm delivery. If nobody is home at the time of delivery, the courier will leave a calling card in the mailbox and alternative delivery arrangements can be made.
Can I cancel my online order?
You will need to contact the Mitre 10 store that is processing your order. Please check the order confirmation email sent to you after submitting your order for detail of which Mitre 10 store is processing your order. 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, any charge to your credit or debit card will be refunded. Our No Hassle Returns policy will apply in this instance.
If we are able to cancel your order however the items have already been dispatched but not received at your address i.e. in transit, upon receipt of the returned goods Mitre 10 will credit your credit or debit card for a sum equal to the cost of the product, excluding handling and delivery costs. Our No Hassle Returns policy will then apply.
Can I return my order - I changed my mind?
Our No Hassle Returns policy applies in this instance.
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. If you bought it online and would like to courier your product back to us, just check your invoice to see which store dispatched your order and that’s where you send it back to.
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 the delivery cost.
Can I Return My Order - The Product Is Faulty?
If a problem occurs with a product purchased from Mitre 10 please contact the Mitre 10 store that processed your order. Please check the order confirmation email sent to you after submitting your order for detail of which Mitre 10 store processed your order. We will arrange for the item to be repaired or replaced, or provide a refund as specified by the Consumer Guarantees Act.
Why can’t I Click & Collect from my local Mitre 10?
Currently our Click & Collect service is available only from Mitre 10 MEGA and most Mitre 10* stores.We're working to make this available from all stores soon.
*Mitre 10 stores include Crofton Downs, Te Puke, Waiuku, Browns Bay, Onehunga, Thames, Waihi, Wanaka, Papamoa, Motueka, Feilding, Marton, Te Kuiti, Kaitaia, Taumarunui, Levin, Kerikeri, Waipukurau, Helensville, Pahiatua, Martinborough, Beckenham, Cromwell, New Plymouth, Morrinsville, Te Anau, Oamaru, Stratford & Westport.
Why do I have to choose a day and time to Click & Collect?
This information allows our team in the store to be sure your order is ready and waiting for you when head in to collect it. Sometimes we might get your order ready earlier – if that’s the case we’ll email you letting you know you can pick it up any time from that point.
Why are some products “only available in-store”?
Sometimes products are not available for purchase from our website. To check if a store has stock of these items, please contact the store using the information in our store locator.