Frequently Asked Questions (FAQs)
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Get quick and easy answers to your most common questions.
Viewing & Changing Orders
Q: What is the status of my order?
A: You can see your most recent orders on the Order Status & Tracking page. There may be times where an order just placed may not immediately appear until the order request has been fully processed by our business systems.
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Q:Can I speak to someone about an order I have placed?
A:
- Email customer support: export@farnell.com
- Call customer support: +44 8701 200 208, 08:00-17:00, Monday - Friday (UK Time)
Q:What should I do if product is damaged in delivery?
A: Our merchandise is carefully packed for delivery in our distribution centres, however we do realise that delivery damage may occur in spite of these precautions. If any damage occurs please contact our customer support team on +44 8701 200 208 or email us at export@farnell.com.
Q:Can I cancel an order?
A:Due to the efficiency of the Internet ordering process, it may not be possible to prevent the delivery of items once an order has been placed, if urgent please call our customer support team on +44 8701 200 208
Q:Why are some items missing from my order?
A: There are many reasons why items may be missing from your order. Please see your Order Status & Tracking to see the status of missing items. If you still have questions please contact customer support +44 8701 200 208.
Returning a Product
Q: How do I return goods to Farnell?
A: Please go to our online return a product request form to request a return materials authorisation (RMA) number. You will receive instructions on how to prepare your package for return once you receive the RMA.
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Q: What is the time restriction for returning a product?
A: The Company operates a 21 days return policy. To be accepted for return on this basis, Goods should be returned for receipt by the Company within 21 days of despatch.
Any Goods returned after 21 days as ‘unwanted’ or ‘incorrectly ordered’ may be accepted at the discretion of the Company but will be subject to a minimum restocking fee of 20% of the invoice value of the Goods or £10, whichever is the greater.
Any Goods returned after 21 days as ‘unwanted’ or ‘incorrectly ordered’ may be accepted at the discretion of the Company but will be subject to a minimum restocking fee of 20% of the invoice value of the Goods or £10, whichever is the greater.
Q: I submitted an order with an error, how do I amend it?
A: If you notice an error on your order once it has been submitted, please call Sales on +44 8701 200 208 as soon as possible.
As our online order processing is very efficient it may not be possible to amend your order before it is despatched, however by contacting us as soon as possible it gives us more chance of amending the order before despatch.
As our online order processing is very efficient it may not be possible to amend your order before it is despatched, however by contacting us as soon as possible it gives us more chance of amending the order before despatch.
Placing Orders
Q: What does it mean when a part is on backorder?
A:Occasionally, demand for certain products can lead to them being temporarily ‘out of stock’. However, if you still want this item and don't mind waiting, we are happy to accept orders and despatch it once stock becomes available.
Q: Can I download or email my shopping basket?
A:Yes. At the bottom of your shopping basket you can select the option to download or Email your shopping basket. Choose a file name and location where you would like it to be saved and the complete shopping basket will be saved as a .csv file. Saved Shopping Baskets.
Q: What are order minimums and multiples?
A:Certain products like resistors or cable come in reels or packs of set length or quantity. They are not available for sale in quantities below certain levels because it is not economical to package them in smaller quantities.
Q: How do I apply a voucher code to my order?
A: You can enter a voucher code on the shopping basket page. When you have entered a valid voucher code, press the “Apply” button and the shopping basket total should display the updated discounted total.
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Q: Can I save my shopping basket and complete my order later?
A:Yes. In the shopping basket, you can save your shopping basket by entering the name of your choice in the Save shopping basket field, then click “Save shopping basket”. The saved shopping basket is then available in My Account.
Q: How do I schedule orders?
A:See the Scheduled Orders section for more information.
Q: What are special instructions and delivery notes?
A:Special instructions and Delivery notes let you attach information to your order. They will appear on all correspondence regarding your order. As you checkout, the delivery page has a field named “Delivery Notes”, enter your notes into this field to take advantage of this feature.
Q: How do I receive a special quote for a large order?
A:See the Quotes section for more information.
Q: Can I add notes to items in my shopping basket?
A:Yes. In the shopping basket, use the Line Notes field to enter information to help you or your staff. Line notes will appear on all the order packing slips. Keep in mind that line notes are only for use by you and your company internally.
Q: Do you have volume pricing?
A:See the Quotes section for more information.
Q: How long will my saved baskets be stored?
A: We'll store your saved baskets indefinitely as long as they've been accessed in the past 12 months. Baskets that have not been accessed in the past 12 months will be deleted automatically.
Q: What is the latest I can place my order for the same day despatch?
A:To get the same day despatch, order must placed before 17:00 for products delivered from UK warehouse, and before 16:00 for products delivered from Liege warehouse.
Q: What are my choices for backorder preferences?
A: For backorder preferences, you may choose from the following:
Backorder allowed - We'll deliver in-stock items immediately and place any out-of-stock items on backorder. Items on backorder will be delivered as they become available. Therefore, your order may arrive in single or multiple deliveries.
Deliver order complete - If any items in your order are out of stock, we'll hold your order until all items become available. Your order will arrive in one delivery.
Backorder allowed - We'll deliver in-stock items immediately and place any out-of-stock items on backorder. Items on backorder will be delivered as they become available. Therefore, your order may arrive in single or multiple deliveries.
Deliver order complete - If any items in your order are out of stock, we'll hold your order until all items become available. Your order will arrive in one delivery.
Q: What is the Supplier Direct deliver Handling Fee?
A: Supplier Direct deliver items that have a service charge indicated are coming from our Newark warehouse in the USA. There will only be one additional service charge per order regardless of how many items are in the basket. These items are clearly identified within the basket and are delivered within 2-3 days.
Q: How do I open a trade account?
A: See the Trade Account section for more information.
Q: I have no credit card, can I still buy from Farnell?
A: Yes, email export@farnell.com or call us on +44 8701 200 208 to open a trade account or find out other payment methods that would suit you.
Q: Can I pay my account balance online?
A: Unfortunately there is currently no method for you to settle your account online. We are looking into this facility for future use.
Q: Can I order if I am on credit hold?
A: Yes. If you are on credit hold for being over your account “credit limit”, you can still place orders using a credit card. If you are on credit hold due to a “stop order” status, you must contact the credit control department on 0333 230 0556
Q: I cannot see the card I added for future orders in Checkout or in My Account?
A: We are not permitted to store cards that are declined on first use. In this situation you will be required to enter and store the card details again. This can be done during your next order or in My Account.
Some organisations allow their buyers to use the same card for purchases. If a previous user removes the right for the card to be stored, we will no longer be able to store the card. Simply re-enter the card details and select to store the card for future use.
Some organisations allow their buyers to use the same card for purchases. If a previous user removes the right for the card to be stored, we will no longer be able to store the card. Simply re-enter the card details and select to store the card for future use.
Product Information
Q: Can I speak to someone about technical product information?
A:
- Email technical support: export@farnell.com
- Call technical support: +44 8701 200 208, 08:00-17:00, Monday - Friday (UK Time)
Q: Can I get help to find a product?
A:
- Email technical support: export@farnell.com
- Call technical support: +44 8701 200 208, 08:00-17:00, Monday - Friday (UK Time)
Q: How do the search filters work?
A:Check the box to filter by selected parameters then click “Apply”.
For parametric filters, the available filters will automatically update with each selection, however you still need to click “Apply” to see the updated product list that matches your filter selection.
You can disable the automatic update by unchecking the “Auto Apply filters” check box above the parametric boxes.
For more information visit the Searching for Products page.
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Q: What is an alternative item?
A:
- An exact alternative is functionally identical (same form, fit and function) but has a different unit of measure from the same manufacturer.
- An upgrade alternative is a product that has been improved by the same manufacturer.
- A suggested alternative is a product that is functionally similar with similar form and fit.
Q:I need a spare part but cannot find it on the website?
A:Even if the product you need isn't listed in our search results, most likely we can get it. Use our live support and chat with a product technical specialist.
Q:How do I check stock and lead times?
A:See the Pricing and Availability section for more information.
Q:What can I enter in the search box?
A:See the Searching for Products section for more information.
Q:How do I select or search by product attributes?
A: Simply type the product attributes alongside the product you need in the search box. For example, if you're searching for a capacitor with a capacitance of 100pF, type “100pF capacitor” into the search box and click “Search”.
The search results will then return all products relevant to the words you have typed in. Other product attributes can then be selected to narrow your results further.
The search results will then return all products relevant to the words you have typed in. Other product attributes can then be selected to narrow your results further.
Q:What does Exclude Extended Range Items mean?
A:Extended Range Items are items that ship from our Newark warehouse located in the US. Items delivered from the US will arrive within 2-3 working days. There may be a one time additional delivery charge which will be displayed in your basket. Ticking the box will exclude these items from appearing in your search results.
Q:How do I compare products?
A: On the search results page, you can select products for a side-by-side comparison to help aid your decision making. Simply use the “tick boxes” to check the products you want to compare and then click “Compare”.
You can also select products for comparison from different search results screens by following these steps:
You can also select products for comparison from different search results screens by following these steps:
- Select your first order code or series of order codes on the first results page
- Click “Compare”
- On the compare screen, click the browser back button to go back to the previous results page
- Go to your second page of results
- Select the order code or series of order codes
- Click “Compare”
- These order codes will be added to the “Compare” screen for easy side-by-side comparison.
Q:I cannot find the product I'm looking for?
A: If the product you need isn't listed in our search results, most likely we can get it. Use our Live Technical Support and chat with a product technical specialist.
Q:What do the icons next to Order Code mean?
A:
Q:What does the ‘RoHS Compliant’ icon mean?
A: See the RoHS / Legislation section for more information.
Q:I have a question about Raspberry Pi.
A: For the latest information please visit our dedicated Raspberry Pi FAQ section on community
My Account
Q: I have forgotten my password, can you help?
A:
Forgot Password
If you have forgotten your password, you can easily request your password to be reset.
Change password
If you remember your current password, simply log in and go to the My Account: Change password page and follow the instructions provided.
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Q: How can I request my username?
A: If you have forgotten your username, you can easily request your username to be sent to the email address in your profile.
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Q: How do I change my delivery/invoice address?
A:You may submit a request to update your invoice address by logging in and going to Addresses in My Account. Click on ‘Request New Invoice Address’, enter the new address and click Save. Your request will then be handled by our customer service staff. Please note: the request for a new invoice address will not delay your orders being processed. Any orders you have placed will be invoiced to your former invoice address until we have reviewed and made the requested changes.
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Q: What characters can be used when filling in forms?
A: The following characters can be used when filling in forms:.
- a-z A-Z 0-9
- All punctuations and most special characters except ‘|’ ‘,’ (comma) & ‘\’ (Note: fields such as post codes, phone numbers etc. will not accept special characters)
Q: How can I change my Account?
A: If you have more than one account you may change the account for your current order on the Order Information page under account selection. If you do not have more than one account you may request a new account when placing an order by selecting the option under the account selection on the Order Information page.
Q: I am already a customer. What do I need to do to order online?
A: Your account number does not automatically give you access to a web account; you need to create this by registering online. Registration is very quick and easy and once completed, you are free to place orders online. To register you will be asked to supply a few details and select your username and password, which will be your unique key to accessing the website. Your web account will allow you to update your details online, including your account number and preferences.
Purchasing and Procurement
Q: What purchasing and procurement options do you have?
A: See the Purchasing and Procurement section for more information.
Q: What is iBuy?
A: iBuy is an online tool integrated into the Farnell website, allowing a more efficient purchasing process, from product selection through to approval and placement of order.
For more information, view the iBuy section.
For more information, view the iBuy section.