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

 

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!

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

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

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

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."

You can enter your coupon/voucher code in the shopping cart after you have selected the products that you wish to purchase. The value of your coupon is will immediately be applied to your order.

Conditions apply to all of our coupons. In most cases this is related to the number of times a coupon can be used. Alsot here can be a limited timeframe or limited product range in which the specific coupon is valid. In most cases when a coupon is reported as not working it is because it has already been applied.

For obvious reasons a coupon can in most cases only be applied once. In order to prevent misuse our system is rather strict. Even when you have not yet fully completed your order but did leave the payment process the coupon can become deactivated.

 Unfortunately only our customer service team can help (service@elektor.com) you further in such cases by providing you with a new code. Therefore , Please make sure you only apply your coupon code when you are sure that you are ready for payment.

In most cases promotions and discounts cannot be combined. The same goes for coupon codes. Whenever possible we try to offer our members their 10% member discount. In case a discount can be combined the coupon will be processed first and sequentially the possible discount percentage is processed over the remaining amount. Unless explicitly mentioned combining discounts is not possible.

Note: our coupons do not hold residual value after application. In case the total amount of the order is smaller then the value of the coupon.

Returns

If you have received a shipment that is damaged or defective, please contact our Customer Service Department first(service@elektor.com) and provide a brief explanation of the damaged or defective product. You will then be sent an RMA number and the return address. We will then send you a new product by return.

Please note: Returns without an RMA number will no longer be accepted!

As a customer you have seven working days (starting the first day after delivery of your items) to inform us that you desire to cancel your purchase. This excludes downloads.

If you wish to return or cancel one or more products from your order, you can easily do so here via our fulfilment partner's website. You will need your order number, which you can find on your parcel or in your account, as well as the e-mail address you used when ordering. Products should of course be unused and in their original packaging.

Please note that the costs are at your expense and that you also bear the risk of returning the goods. For customers outside the EU, this means that in addition to the shipping costs, you will also be charged the customs fees.

Please contact our customer service department at service@elektor.com. They will review the problem with you and provide an appropriate solution.

Please contact our customer service department at service@elektor.com They will review the problem with you and provide an appropriate solution.

Website

Yes, Elektor International Media BV will ensure that your data is stored safely by using SSL, an advanced security system for Internet, to protect data.

To guarantee the safety of the ordering process, all critical data — including customer name, address, and credit card number — will be saved in encrypted form at a Secure Server. That way, all credit card and address data will be protected in Elektor’s order system. Please note that all prices shown on www.elektor.com include sales tax (VAT) unless otherwise stated.

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:

 

Membership

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.

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