Frequently Asked Questions

Here are the convenient payment options available for your orders:

1. Credit Card: We accept Visa, Mastercard, Maestro, and American Express.
2. Digital Platforms: You can also use these popular payment platforms:
   • PayPal
   • Apple Pay
   • Google Pay
   • Union Pay (China)
   • Shop Pay

If your credit card payment hit a snag, don’t worry! Here’s what you can do:

1. Contact Your Credit Card Provider: Reach out to your credit card company directly. They can provide insights and help resolve any issues.

2. Customer Support Assistance: If the card gremlins persist, feel free to get in touch with our friendly customer support team. 

Remember, we’re committed to making your shopping experience as smooth as butter.

We’ve got your back when it comes to refunds. Here’s the scoop:

• Waiving Your Purchase: If you decide to cancel your order or if the product we supplied is defective and cannot be exchanged, you’ll always receive a full refund. No ifs, ands, or buts!

• Refund Process: We keep it simple. You’ll typically receive your refund through the same method you used for your purchase. For instance, if you paid via PayPal, your refund will come right back to you via PayPal return.

We’re dedicated to making sure your refund process is seamless. Here are the key details:

1. Speed: We work diligently to process your refund swiftly.
2. Legal Deadline: Rest assured, we adhere to the legal requirement of completing refunds within 14 days.
3. Additional Information: Occasionally, we might need extra details from you before proceeding with the refund. Keep an eye on your mailbox for any messages from Elektor.
4. Always Here to Help: If you have any questions, feel free to reach out. Your satisfaction is our top priority!

If you’re shopping in our online store as a private individual within the European Union, you’ll find that the prices displayed already include the sales tax (VAT). Feel free to explore our offerings, and if you have any further questions, don’t hesitate to reach out—we’re here to assist you!

Currently, we do not offer the option to place orders without VAT. However, you can proceed by sending your order via email to order@elektor.com. We’ll ensure it’s processed correctly, excluding VAT. If you have any further questions, feel free to reach out—we’re here to assist you!

• Fraud Prevention: The extra password is a security measure designed to protect you. It helps prevent unauthorized transactions and ensures that only you, as the legitimate cardholder, can complete the purchase.
• Identity Confirmation: By entering this password, you confirm your identity. It takes just a few seconds and adds an extra layer of safety to your online shopping experience.

How to Obtain the Additional Password:

• You can request this password directly from your credit card company. They will guide you through the process and provide you with the necessary details.

If you have more questions or need assistance, feel free to contact our friendly customer support team at service@elektor.com. We’re here to help you shop confidently!

The general condtions for using discounts and coupons (e.g: giftcoupons discountcoupons. valuecoupons) that are offered by Elektor International Media BV are always applicable.

Please note: Unless it has been explicitly agreed in writing otherwise discounts and/or coupons cannot be combined with other discount offers or coupons. This is applicable even for customergroup discounts such as member-discounts.

By using a coupon or discount you automatically agree to these conditions. The general conditions can be found here.

1. Select Your Products: Add the items you wish to purchase to your shopping cart.
2. Coupon Entry: In the shopping cart, enter your coupon or voucher code.
3. Instant Discount: The value of your coupon will be immediately applied to your order.

Important Note: Please apply the coupon only when you are certain about your cart contents and ready for payment. In most cases, a coupon code is automatically deactivated after one use. If needed, our customer service can reactivate it for you.

We understand that sometimes coupons can be a bit tricky. Here are some common scenarios and solutions:

1. Coupon Not Working?

   • Reason: Coupons may have limitations, such as the number of times they can be used.
   • Solution: Double-check if you’ve already applied the coupon. If it’s still not working, read on!

2. Limited Timeframe or Product Range:

   • Reason: Some coupons are valid only within a specific timeframe or for certain products.
   • Solution: Verify if your coupon aligns with the current timeframe or product range.

3. One-Time Use Only:

   • Reason: Most coupons can only be applied once.
   • Solution: Make sure you’re ready to complete your order before applying the coupon.

4. Payment Process and Deactivation:

   • Reason: Even if you haven’t finished your order, leaving the payment process can deactivate the coupon.
   • Solution: Apply your coupon when you’re absolutely ready to proceed.

If you’re still facing issues, don’t worry! Our customer service team is here to assist you. Reach out to them at service@elektor.com, and they’ll provide you with a new code.

Remember, we’re here to make your shopping experience smooth and delightful!

1. Combining Discounts:

   • Scenario: Promotions and discounts usually cannot be combined.
   • Coupon Codes: The same rule applies to coupon codes.
   • Member Discount: We always strive to offer our members their 10% member discount.
   • Processing Order: If a discount can be combined, the coupon is processed first. Then, any remaining amount is considered for the possible discount percentage.
   • Important: Unless explicitly stated, combining discounts is not possible.

2. Coupon Residual Value:

   • Scenario: After applying a coupon, it does not retain residual value.
   • Example: If the total order amount is smaller than the coupon value, the remaining value is not carried forward.

Remember, we’re here to make your shopping experience smooth and delightful! 

1. Contact Us:

   • If you’ve received a damaged or defective shipment, reach out to our Customer Service Department at service@elektor.com.
   • Briefly explain the issue with the product.

2. RMA Number and Return Address:

   • We’ll provide you with an RMA number and the return address.
   • Use this information to send back the defective product.

3. Replacement Product:

   • Once we receive the defective item, we’ll promptly send you a new product.

Important Note: Make sure to obtain an RMA number before returning the product. Returns without an RMA number cannot be accepted.

We’re committed to ensuring your satisfaction!

1. Cancellation Window:

   • As our valued customer, you have forteen working days (starting from the day after delivery) to let us know if you wish to cancel your purchase.
   • Please note that this excludes downloads.

2. Returning or Canceling Products:

   • If you’d like to return or cancel one or more products from your order, follow these steps:
     • Visit our fulfillment partner’s website.
     • Have your order number handy (you can find it on your parcel or in your account).
     • Use the e-mail address you used when placing the order.
     • Ensure that the products are unused and in their original packaging.

3. Costs and Responsibility:

   • The costs associated with returning the goods are your responsibility.
   • If you’re outside the EU, remember that customs fees may apply in addition to shipping costs.

We appreciate your understanding, and we’re here to assist you! 

1. Contact Us:

   • If the product you received isn’t working properly, don’t worry!
   • Reach out to our Customer Service Department at service@elektor.com.

2. Review and Solution:

   • Our team will review the issue with you.
   • They’ll work with you to find an appropriate solution.

We’re committed to ensuring your satisfaction! 

If you’ve ordered an item that’s malfunctioning within the warranty period, don’t worry! Our customer service team is here to assist you. Simply reach out to us at service@elektor.com, and we’ll promptly review the issue with you and find an appropriate solution.

Thank you for choosing Elektor! 

At Elektor, we prioritize your security. When you order from our website, rest assured that your data is in safe hands. Here’s how we ensure it:

1. SSL Protection: We use state-of-the-art SSL (Secure Sockets Layer) technology to safeguard your information during transmission over the Internet.

2. Encrypted Data: All critical details, such as your name, address, and credit card number, are stored in encrypted form on our Secure Server. This means that your credit card and address data remain confidential within Elektor’s order system.

3. Transparent Pricing: Our website displays prices inclusive of sales tax (VAT), unless otherwise specified.

Thank you for choosing Elektor!

Ensure that you have an existing account and that you're entering the correct username and password. Check for any typos or cases of sensitivity. If the problem persists, try changing your password or contact us at service@elektor.com for assistance.

Start on the forgot password page. Enter your details and check your email inbox for a verification message. Then follow the instructions in the email. If you do not see the email, check your spam or junk mail folder.

For your convenience do check the video below:

Click on the create an account. Enter your details and check your email inbox for a verification message. To confirm your email address, click the verification link in the message. If you don't see the email, check your spam or junk folder.

For your convenience do check the video below:

In this case, you already have an Elektor account; please try resetting your password. If the problem persists, contact at service@elektor.com for assistance.

Here's a video demonstrating how to reset your password:

Yes, log in to your account and go to your profile, where you can manage your address and change your details.

You can find them in your profile  page. On the first page, you will immediately find your orders and a 'Downloads' button (only if you have actually purchased downloads from Elektor).

Our new shops went live at the beginning of 2024. With the launch of the new stores, we emailed all customers asking them to secure their downloads. We also migrated the last three years of orders and downloads from our old store.

Can't find your download? Then it may be that your order was older and that you can no longer view it. In that case, you are always welcome to contact our service desk (service@elektor.com).

And here’s a video showing how to find your downloads:

Firstly, confirm that you logged into your member account during the purchase. If you logged in and still didn't receive the discount, please verify if the item qualifies for a discount, as certain items might not qualify. For further questions please contact us at service@elektor.com for assistance.

Products with membership discount will show the discount if you are logged in with you member account. Offers are excluded from memberships discounts.

To ensure you receive your membership discount, always log in to Elektor store with your member account before making a purchase ( With the email you also use for your subscription ) .

If you are logged in correctly, you will receive the discount automatically (with the exception of some products such as books). If you do not receive the discount and were entitled to a discount, please contact us at service@elektor.com

If you're facing technical issues during the checkout process, try clearing your browser's cache and cookies, or try a different browser. If the problem persists, contact us at service@elektor.com for assistance and provide details about the issue you're experiencing.

Log in to your account on the Elektor Magazine website and navigate to your my membership settings. If you have an active membership status you will be eligible to discount. Don’t forget to login on Elektor store with the same account.