FAQs

Can I order products which are not in the Conrad UK assortment?

No, it is not possible to order products which are not in our assortment. In our eBayshop you will somne of 90,000 different products and product variants that are stocked. If you still think a product is lacking, please inform us. You can click on this link and inform us about your questions, remarks and suggestions.

Are all products visible on the website?

Yes. On our website you find our full 60,000 products assortment, all ready to order!

Does Conrad have stores in the UK?

We have an online shop. You can find our complete assortment, consisting of more than 80,000 products, in our webshop with a picture and additional information. To visit our webshop, please click here. If you have ordered a product but you are not satisfied with it, you can return it until 14 days after your purchase.

Does Conrad have an own brand?

Yes, Conrad develops different own brands like McCrypt, Conrad Energy, and Voltcraft.

Why is there a price difference between the UK and other Conrad websites?

Conrad Electronic is established all over Europe. The assortment, prices and discounts differ per country. Several factors play a role here, such as demand and offer, marketprices and company costs in a certain country. Our goal is to offer all products for a market competitive price. We do all we can to prevent price differences between countries but sometimes it is inevitable.

Are all products approved for the English market?

Every product you order at Conrad UK is approved for the English market. Conrad is active in several countries and the product regulations can differ strongly per country, but we make sure products are allowed and usable in your country. An example is that we provide free UK adapters so you can fit the plug into the mains supply without problems. Are the products on your site compatible with UK specifications? Every product you order at Conrad UK is approved for the English market. Conrad is active in several countries and the product regulations can differ strongly per country, but we make sure products are allowed and usable in your country. An example is that we provide free UK adapters so you can fit the plug into the mains supply without problems.

How reliable is product availability?

We are continuously updating our product range, stock and prices. However, sometimes a small delay can occur in updating our systems. But this will never take long and happens seldom.

Where can I find the part number of a certain product?

In our webshop you can look for the part number of a certain product. On the left side of your screen you will find the 'Search' option. There you can type a keyword to find the products and its corresponding part number. Visit our webshop here. If you can not find your desired product or article number, our Customer Service Team is delighted to help you. Please send your message with the e-mail form and you will receive our response as soon as possible.

How large is the Conrad product assortment?

Our assortment consists of about 60,000 products. You can find everything regarding electronics on our website. Moreover, we offer different brands and types so you can choose the product that perfectly matches your demands.

Why can't I find the item I am looking for?

In most cases this means it is out of stock. If you enter the right part number and search, often a suggestion for a substitute will be made. If not, you can always contact our Customer Service Team.

How often is the assortment updated?

Our assortment is updated continuously. We are adding new products and optimise the assortment every minute.

What does the sold out-status mean?

Items which are sold out are no longer in the warehouse. Delivery is not possible because this item can or will get back in stock again. Often a suggestion for a replacement is show on the website. If not, you can always contact our Customer Service Team to see if a replacement is available.

How do I find products online?

You can find products on our website in different ways:

1. Use the product categories with drop down menus, described as 'Computer, Home Office', or 'Audio, Video, Photo, MP3'
2. Search by entering a keyword (or six-digit part number) such as 'multimeter' into the search field at the left corner of the website
3. Search by entering a product specification or attribute, such as 'NiMH'.
4. Browse through our compete assortment by using the button 'complete assortment' on top of the home page.
5. Use one of the menus in the left bar of the home page: 'part no' and 'manufacturer part no'.

What can I type into the search bar?

The search bar allows you to search using a part number or keyword such as 'multimeter'.

Why can't I find the product I am looking for?

Maybe your search term is too narrow. Try to use a more broad search term. If you do not manage to find the right product, please contact our Customer Service Team using the email form or call us on 08448 - 26 28 50.

How do I find more detailed technical information about a product?

You can access additional technical information, including links to datasheets and manuals for the majority of our products. First look up the product and then additional product information is visible. Furthermore, you can download datasheets and manuals in our download centre, to be found in our 'customer service' section on the website.

How do I sort search results?

After you have given a search instruction and results appear, simply click on the arrows on top of columns such as 'brand' or 'price'. You can sort the results on different areas.

Where can I find accessories for products?

If you have selected a product on our website you can find useful accessories at the bottom of the website. You also see useful accessories below your selected product(s) in the shopping basket.

What do the terms R2R and A2R mean?

These terms are generally used in the context of scale models. R2R (ready-to-run) usually means the car has a built-in remote control. This accounts for the fuel models as well as the electronic models. Parts like a battery charger or spark plugs you have to buy separately. A2R (almost ready-to-run) means a single chassis, in this case you also need to buy a separate remote control.

Why does my product have a European plug?

As we stock our products in Germany, products come with a German plug too. Ofcourse we provide you with a free UK adapter so you can use your products without problems.

Where can I buy fuel for the combustion engine of a case model product?

It is forbidden by law to send fuel by courier, because of fire and explosion risks. Therefore you will not find it on our website but the better modelling stores in the UK have the fuel you will need.

Can I change the order I placed online?

No. Once you have finished your order, we can not change it anymore. Your order is proceeded immediately, in order that we can deliver your products as soon as possible.

How do I contact Conrad?

You can contact us in the following ways

(1) Send an e-mail to service@conrad-uk.com
(2) Call our customer service on 08448 26 28 50
(3) Send a fax to: 08715 28 3463

Where is my delivery?

We provide track and trace information for all deliveries. As soon as your parcel has been shipped, a shipment notification is sent to your email address. This notification has a link at the bottom to track your delivery with. Please allow about 2 days after receiving this email to track your parcel, as system updates may take a little while. Of course you can also email us or call us (08448 26 28 50) if you are concerned about your delivery, we are happy to help.

Where can I find my customer number?

You can find your customer number mentioned on all correspondence you receive from us. Further you can find your customer number at your customer profile, when logging in. If you cannot find it, please contact us so we can help you.

What is the warranty period for Conrad products?

The warranty period consists of 24 months, even if the manufacturer's warranty period is shorter than that. The warranty period starts on the invoice date.

Does the chosen payment method affect delivery time?

The quickest way is to pay using paypal, credit card or debit card. In general your order will be delivered in 6 to 12 BUSINESS days.

Do all prices on the website include VAT?

Yes. The prices in our webshop for English private customers include 15% VAT. This will change to 17.5% on 1 January 2010.

What is your VAT number?

Our VAT number is: GB 935 8276 87.

What is your e-mail address?

To help us optimising our customer service, we kindly ask you to use our email form. This gives us the right background information so we can assign your email quickly to the right people, and make sure you get a quick and accurate answer. However, you can also email to: service@conrad-uk.com.

Please tell me a bit more about Conrad Electronic.

Conrad Electronic is a multi-channel retail organisation for electronic products with an assortment of more than 48,000 products. Our company was founded already in 1923. We have online shops and stores in the following European countries: UK, The Netherlands, France, Belgium, Luxemburg, Germany, Austria, Slovakia, Sweden, Switzerland, and partnerships with companies in Hungary, Poland, Slovenia, and the Czech Republic. Currently we have no stores in the UK but of course you can visit our 24/7accessible webshop here. For more detailed information please visit the about us section.

How will you use information collected about me?

Your information will be treated very confidential. We use it to:
- process your order
- keep you informed (only if you selected this option).

Where will I find the complete range of services offered?

You will find all the services offered at the very top of the home page under the category 'customer service' or you can simply click here.

Do you have a catalogue?

For the time being there is no catalogue for the UK market. However, if you sign up to our weekly email newsletter, you will be updated with the latest products and bargains across all our categories! Plus that way we can inform you when there will be a catalogue for the UK market available.

What can I do if I am unhappy with Conrad's service?

Your feedback is important to us as it enables us to improve our service. The easiest ways to contact us:
(1) Send an e-mail
(2) Call our customer service on 08448 26 28 50

What delivery options are available?

Standard delivery 5-7 working days and Express Delivery 3 Business Days.

Where is my delivery?

We provide track and trace information for all deliveries. As soon as your parcel has been shipped, a shipment notification is sent to your email address. This notification has a link at the bottom to track your delivery with. Please allow about 2 days after receiving this email to track your parcel, as system updates may take a little while. Of course you can also email us or call us (08448 26 28 50) if you are concerned about your delivery, we are happy to help.

Does the chosen payment method affect the delivery time?

The quickest way is to pay using credit card or debit card. An other option is to pay by BACS, as this is a manual process and that it takes a few days for our bank to receive the money, this is the slowest payment option. In general your order will be delivered in 6 to 12 BUSINESS days, when you pay by BACS it will take 3-4 days longer.

What is the delivery time of my products?

For standard delivery generaly 6 to 12 BUSINESS days. For Express delivery - 3 business days.

Which delivery company is used by Conrad Electronic?

Our parcels will be sent to you by Home Delivery Network UK's largest dedicated home delivery service.

Can I specify a delivery date?

To ensure an efficient process, we offer one delivery option which will take about 5-7 days to deliver your order and express delivery that will take 3 business days.

What should I do if my delivery turns out to be incomplete?

In case your delivery is incomplete, please check your invoice on which you can see if there are still products to be delivered late. If you can't find a late delivery, please mark the missing products and send a copy of your invoice to us. We will check your data and make sure that the missing products are sent to you as soon as possible. Please send the invoice copy per fax (08715 28 3463), or scan and email it to service@conrad-uk.com. Further, please mention an e-mail address or telephone number on which we can contact you.

Can I cancel my order?

No. Once you have been through the checkout stage and finalised your order, our logistics starts with the picking process and we are unable to cancel the order. If you do not want the delivery, you can refuse it at your door. When you already accepted the parcel, you can return it, please follow the returns procedure.

If I order a product that is in stock, when will it be delivered?

Every product that is in stock and paid for succesfully by credit or debit card will be delivered in 6 to 12 BUSINESS days. When you decide to make a payment by BACS your delivery takes longer as it may take a few days before we receive the money and can process the order.

Does the order method affect delivery time?

Yes, the quickest way to order is via our webshop and to pay by credit/debit card. You select the products you want, place the order and this is proceeded directly and automatically. You receive the products within 6 to 12 BUSINESS days.

Am I informed if the delivery time of my package changes?

We provide track and trace information for all deliveries. As soon as your parcel has been shipped, a shipment notification is sent to your email address. This notification has a link at the bottom to track your delivery with. Please allow about 2 days after receiving this email to track your parcel, as system updates may take a little while. Of course you can also e-mail us or call us (08448 26 28 50) if you are concerned about your delivery, we are happy to help.

What is the delivery time of a late delivery?

This differs per product. Please contact our Customer Service Team for this.

Which are Conrad's terms and conditions?

You can find our terms and conditions here.

Not all products in my order are in stock, when will I get what?

Products that are in stock will be sent to you directly, products not in stock will be delivered later - free of shipping charge.

What happens if my parcel is damaged?

Please email us or call us (08448 26 28 50) as soon as possible so we can help you with this issue.

Is it possible to specify a different delivery address?

Yes. Please do so during the ordering process on the website.

How do I know when a product that is not in stock will be available again?

If the product has the orange traffic light, add it to your shopping basket and the expected date the product will be available again will be shown there. Please note that this is an estimation. For more accurate information, you can always contact our customer service.

Are all Conrad products approved for the UK market?

Yes, each product you order at Conrad is approved for the UK market. When necessary, we deliver a UK plug to it, obviously free of charge.

Do I receive a confirmation if Conrad has received my return?

Yes. We will inform you as soon as possible about the process with regard to the returned product. Please allow 3-4 weeks for us to receive your returned product, as it will be returned to our warehouse in Germany.

How long does it take before I receive a substitute product?

Normally we have to wait before we have received your returned parcel, which will take 3-4 weeks. In case your product needs a repair, sometimes it must be sent back to the manufacturer, who can determine whether it is possible to repair. Please allow 4-5 weeks in case you need a substitute, and a bit longer if the product will need to be repaired.

Does Conrad have a technical support service?

Yes, please use the email form or call 08448 26 28 50. Our technical support is happy to help you. Please make sure you always quote the product part number.

Do I have to pay a charge if the order is below a certain value?

No. You are always charged a flat shipping fee of £4.95 (incl. VAT).

Does the order method affect the delivery time?

Yes. The quickest way is to place the order on our webshop. You select the products, place the order and it will be proceeded automatically. You usually receive your products in 6 to 12 BUSINESS days.

Can I order products which are not in the Conrad assortment?

No, this is not possible. In our webshop you will find 60,000 different products and variants. If you anyhow miss a product, please let us know via e-mail.

Is it possible for me to add a product to my order after I finished it?

No. Once you have finished your order, we can not change it anymore. Your order is proceeded immediately, in order that we can deliver your products as soon as possible.

How can I make payment to Conrad?

You can conveniently pay by credit or debit card (Visa, Mastercard, Maestro) and PayPal. Unfortunately, payment by cheque is not possible.

What does the sale-and-return policy mean?

If you have any cause for complaint, you can take advantage of our 14 day sale or return policy. You will find more details at our Terms and Conditions.

What happens with my personal data?

Your personal data will of course be transferred in encrypted form, and will not be shared with third parties. You will find more on this subject here.

Are the prices on the website VAT included?

Yes. The prices in our webshop include 15% VAT. From 1 January 2010 this will change to 17.5%.

What happens with my personal information I provide to Conrad?

Conrad treats its customer information with a strict confidentiality. We do not provide customer information to third parties for abuse per post, e-mail or any form. You can read more about data protection here.

How do I return a product?

You can read more about our returns procedure see our returns section.