Frequently Asked Questions

Check most frequently asked questions here, if you still need help then please contact us at this email service@elektor.com

Payments

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
    • Klarna (Norway, Finland, Denmark, Germany Austria, The Netherlands, Belgium, Switzerland, Great Britain and USA)

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!

When shopping in our online store as an individual within the European Union, you’ll notice that the displayed prices already include the sales tax (VAT). Feel free to explore our offerings, and if you have any additional questions, don’t hesitate to contact us—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!

When you can select Klarna as your payment method during checkout, you gain access to some fantastic extra options.

  1. Pay in 30 Days:
    • If you prefer a little extra time, you can pay within 30 days of your purchase. No rush, no stress!
  1. Installments:
    • Want to spread the cost? You can pay in smaller, manageable installments. It’s like breaking down the bill into bite-sized pieces.

Countries Eligible: You can enjoy these options if you’re in any of the following countries: Norway, Finland, Denmark, Germany, Austria, The Netherlands, Belgium, Switzerland, Great Britain, and USA.

Orders

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!

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

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!

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.

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.

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! 

Your feedback is valuable to us!

We have entrusted our distribution to one of the biggest partners in the industry.
If you think your product is not packaged properly or inefficiently, please do not hesitate to send a picture to service@elektor.com.

We will take your comments seriously and keep working to improve our service.

Elektor strives for sustainable solutions, also when it comes to packaging!

Returns

  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!

Website

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 advanced 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!

  1. Verify Your Account:

    • Ensure that you have an existing account with us.
    • Double-check that you’re entering the correct username and password.
    • Be mindful of any typos or case sensitivity in your input.
  2. Password Reset:

    • If the problem persists, consider changing your password.
    • You can initiate a password reset through the appropriate channels.
  3. Contact Us:

    • If none of the above steps work, don’t hesitate to reach out to our support team.
    • You can email us at service@elektor.com for further assistance.

Remember, we’re here to help! 

 

Certainly! After logging in to your account, navigate to your profile. There, you’ll find options to manage your address and update your details.

You can easily access your orders and downloads through your profile page. Here’s how:

  1. Log In: Visit your profile page and log in to your Elektor member account.

  2. Navigate to Orders: On the first page, you’ll find a section dedicated to your orders. If you’ve purchased downloads from Elektor, you’ll also see a convenient ‘Downloads’ button.

  3. New Shops, New Opportunities: Our new online shops went live at the beginning of 2024. As part of this transition, we emailed all customers, urging them to secure their downloads. Additionally, we’ve migrated the last three years of orders and downloads from our old store.

  4. Lost a Download?: If you can’t locate a specific download, it might be due to an older order that is no longer accessible. In such cases, feel free to reach out to our service desk at service@elektor.com for assistance.

And for visual guidance, check out our helpful video tutorial on how to find your downloads!

 

  1. Visit the Forgot Password Page: Begin by going to the “Forgot Password” page on our website.
  2. Enter Your Details: Fill in your information, including your username or email associated with your account.
  3. Check Your Email: Keep an eye on your email inbox. We’ll send you a verification message.
  4. Follow the Email Instructions: Open the email and follow the instructions provided. You’ll find steps to reset your password.
  5. Check Spam or Junk Folder: If you don’t see the email in your main inbox, take a peek in your spam or junk mail folder—sometimes it ends up there.

Feel free to watch the video below for additional guidance!

  1. Click on ‘Create an Account: Start by clicking the “Create an Account” button.
  2. Enter Your Details: Fill in your information, including your username, email, and any other required fields.
  3. Check Your Email: Keep an eye on your email inbox. We’ll send you a verification message.
  4. Verify Your Email Address: Open the email and click the verification link provided. This confirms your email address.
  5. Check Spam or Junk Folder: If you don’t find the email in your main inbox, take a look in your spam or junk mail folder—it might be hiding there.

Feel free to watch the video below for additional guidance! 

  1. Already Have an Elektor Account?: If you’ve previously created an account, it’s time to reset your password.
  2. Reset Your Password: Visit the password reset page and follow the steps to reset your password.
  3. Still Having Issues?: If the problem persists, don’t hesitate to reach out to our support team at service@elektor.com. They’ll be happy to assist you.

Feel free to watch the video below for additional guidance!

 

 

To change your email address:

  • Send a short message from your current email address to service@elektor.com.
  • In this message, provide your new email address.
  • The customer service team will update your email address in the system.

To change your password:

  • Use the Reset your password on the website.
  • Follow the instructions sent to you by email to set a new password.

If you have any further questions or need assistance, feel free to contact customer service.

Membership

Let’s troubleshoot this together.

  1. Login Verification: Please ensure that you were logged into your member account during your recent purchase. Sometimes, a simple login oversight can cause the discount to be missed.

  2. Eligibility Check: If you were indeed logged in and still didn’t receive the discount, let’s verify whether the item qualifies for the discount. Certain products may not be eligible.

  3. Contact Us: For any further assistance or questions, feel free to reach out to our customer service team at service@elektor.com. They’ll be happy to assist you.

Thank you for being an Elektor member, and we appreciate your understanding!

 

When it comes to Elektor membership discounts, here’s what you need to know:

  • Eligible Products: Items with a membership discount will display the reduced price when you’re logged in with your member account. Make sure to use the same email address associated with your subscription.

  • Exclusions: Keep in mind that certain offers are not eligible for membership discounts. These exclusions typically apply to specific products, such as books.

If you have any questions or need further assistance, feel free to reach out to us at service@elektor.com. We’re here to help! 

As an Elektor member, follow these steps to ensure you receive your membership discount when making purchases:

  1. Log In: Always log in to the Elektor store using your member account before making a purchase. Use the same email address associated with your subscription.

  2. Automatic Discount: If you’re logged in correctly, the discount will be applied automatically during checkout (except for certain products like books).

  3. Need Assistance?: If you don’t receive the discount even though you’re entitled to it, please reach out to us at service@elektor.com. We’re here to help!

Happy shopping! 

If you encounter technical issues while applying your membership discount during the checkout process, follow these steps:

  1. Clear Your Browser’s Cache and Cookies: Sometimes, stored data in your browser can cause problems. Clearing your cache and cookies can help. Here’s how:

    • For most browsers, press Ctrl + Shift + Delete (Windows) or Command + Shift + Delete (Mac) to open the clearing options.
    • Select “Cache” and “Cookies” (or similar options) and click “Clear.”
    • Restart your browser and try again.
  2. Try a Different Browser: Sometimes, browser compatibility issues can arise. If you’re still facing problems, switch to a different browser (e.g., Chrome, Firefox, or Edge) and attempt the checkout process again.

  3. Contact Our Support Team: If the issue persists, don’t hesitate to reach out to us at service@elektor.com. Provide as much detail as possible about the problem you’re experiencing. Our team will assist you promptly.

Remember, we’re here to help! 

  1. Log in to your account on the Elektor Magazine website.
  2. Navigate to your membership settings.
  3. If you have an active membership status, you will be eligible for discounts.
  4. Don’t forget to log in to the Elektor store using the same account.

Happy shopping!

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