Frequently Asked Questions
On this page you will find the answers to the most frequent queries we receive. To allow us to answer your questions, use the quick links below:
General
Registration and Login
Search
Ordering
Managing My Account
After Sales
General
I am already a customer. What do I need to do to order online?
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.
Can I register and order online if I don’t have a trade account?
Yes, to place an order online simply create a login and place your order. There is the opportunity to provide an account number, if you have one, as part of this process but this is not a mandatory requirement.
How do I apply for a trade account and how long does it take to open?
Trade accounts are generally opened the same day, however please allow up to 48 hours. Please download this application form New Trade Account UK Application Form, once completed send it to us along with your company letterhead as an email attachment to newaccounts@farnell.com, so that we will be able to process your request for the trade account as soon as possible.
When will my order be shipped?
All in stock orders placed before 7pm will be dispatched the same working day.
Do you offer Saturday delivery?
We do offer a Saturday delivery however this is a paid service and will cost £15.50. If you want to use this service, simply change your delivery type from standard (2-5 days / next working day) to Saturday delivery (before noon). The delivery options are shown when you place your order as part of the process.
Registration and Login
What is a login / username?
A login or username is a unique reference that identifies you on our website; it is essentially your key to accessing and ordering online.
How is a login / username different from an account number or CiD number (Contact ID number)?
An account number and CiD number are unique identifiers allocated to you by Farnell. They allow us to track your orders and invoices.
A login / username is defined by you and allows you to securely order online.
Please note your off-line account number and CiD number are not automatically your login details for your web account.
Why is my username / password not accepted?
Due to the large number of customers registered online, it is possible that your chosen login username / password may have already been selected by another customer of Farnell, this also applies to the other websites in the Premier Farnell group such as CPC.
If this is the case, we do not allow duplications in these fields. If your chosen username / password are rejected, please try again with different entries.
I have forgotten my password – can you help?
Yes, simply complete the user name field in the login box on the homepage (if you can’t remember your username, refer back to your registration confirmation email that was sent to you when you registered). Then click the ‘forgotten password’ option. You will be asked to enter your email address (make sure that it is the same address that you initially registered with) and we will send you a new password.
If you are still experiencing problems, please contact us at: techsales@farnell.co.uk or call 08447 11 11 22.
I have forgotten my username.
Please contact us at techsales@farnell.co.uk or call 08447 11 11 22. We will then send you your username after carrying out essential data checks.
Search
How do I find products online?
There are several ways to find products on our website – Search, Advanced Search and Product Browse.
- Search
- The search box at the top of every web page allows you to search using a part number (or partial number), a manufacturer’s part number, a manufacturer name or words that may feature within the product description.
- Advanced Search
- You can use the advanced search page (accessed from underneath the search box at the top of every webpage) to perform more detailed search queries. This option allows you to be much more specific on the results that you want returned.
- Product Browse
- Browse the online catalogue by selecting one of the product categories on the left-hand side of the homepage.
What can I enter in the search box?
The search box allows you to search using part numbers, a manufacturer’s part number, a manufacturer name or words that may feature within the product description.
You may enter any or a combination of:
- A part number – partial or complete
- A manufacturer’s part number – partial or complete
- Keywords in the product description
- Product attributes
- Manufacturer names
If your search returns less than 50 products, these will be displayed as a list. Search results with over 50 products will be divided in to product categories to allow further sub-selection.
Although the search results are not displayed until you have 50 items or less, the results are available at all stages by clicking the ‘show all results’ option.
How do I use the advanced search page?
You can use the advanced search page located underneath the search box at the top of every webpage to perform detailed combination searches. For example, you may search using a part number, a keyword description, a manufacturer name, or any combination of the three.
You can then further refine your search query by selecting from the following search properties:
- Starts With
- Checking this box will automatically put a wild card at the end of each piece of your search query. For example, if you enter BT0007 you will get all results on this search from BT00070 – BT00079
- Contains
- Will automatically put a wild card at the beginning and end of each piece of your search query. For example, when searching for T0007 all results will include parts that contain the T0007 e.g. BT00079, ST000748
- Exact Match
- This will find instances where the code matches exactly what you entered and will not return any other results
- Match All Words
- Will only return results that exactly match all terms used in your search query
- Match Any Words
- Will return results that contain one, some or all terms used in your search query
You can also refine your search with:
- ‘RoHS Compliant’ Filter
- Allows you to filter products marked as RoHS compliant or non-compliant only
- ‘In Stock’ Filter
- Will only return results of products that are in stock
- ‘New’ Filter
- View the latest products. This filter shows only products added to the website within the last 1 week, 1 month, 3 months or 6 months.
Added in the last
– 1 Week
– 1 Month
– 3 Months
– 6 Months
- ‘Exclude items not recommended for new design’
- To ensure you are not displaying any obsolete products
How do I search by product attributes?
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 ‘Go’.
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.
What does “Exclude Newark Direct Ship Items” mean?
Newark Direct Ship allows you to view products on the website that are available from our sister company, Newark. You can order any of these products and have them shipped directly to you from the USA to arrive within 3 working days. Please note this service is subject to a delivery charge of £15.95 .Selecting this option stops these items from appearing in your search results.
What are alternatives and accessories?
The website could suggest alternative products to those you have searched on or selected. Alternatives are suggested based on information from manufacturers and our general understanding of your product needs and their uses.
Accessory products are items that enhance, improve the use of an item, or work in association with another item.
Our definitions of alternatives are:
Alternatives are suggested based on information received by us from the Manufacturer and a general understanding of the types of application for which such products are normally used. Responsibility for ensuring that any product is adequate, sufficient or suitable for any purpose remains with you, the Customer.
- EXACT ALTERNATIVE
- A direct replacement that has been suggested, possibly due to a different unit of measure or rebranded. The fit, form and functionality are the same from the same manufacturer.
- UPGRADE
- The manufacturer of this item has provided an improved product. Please refer to datasheet.
- SUGGESTED ALTERNATIVE
- The nearest alternative possibly from a different manufacturer. The fit, form and functionally are similar. Please refer to datasheet.
How do I select product attributes?
In key product categories, you are able to narrow search results by selecting attribute values that meet your technical specifications. Here are detailed steps on how to use this powerful search method:
- Select values from the attribute boxes, which are listed in a row or select multiple values by holding down the ‘Ctrl’ key as you make selections and select a range of values by holding down the ‘Shift’ key as you select the first and last values of the range.
- Click ‘Apply’.
Once your selections are applied to the search results, please note that:
- Your results have been narrowed to display only parts that match your selections
- The search path has been updated with your selected attributes
- You may continue to refine your search using the remaining attributes
- The remaining items will always be displayed in the search results table underneath the attributes box
How do I compare products?
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:
- 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.
I can’t find the product I’m looking for?
If you are conducting a general search try using a broader search term and then start to narrow the results using our advance search functionality. If you are using a specific part number ensure you are using 0 (Zero) and not O (or vice versa) and see if that works.
However, if you have any problems with specific codes please email techsales@farnell.co.uk and we will be happy to help.
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.
Links to technical information and individual product detail pages are contained on the search results. If there is no additional technical information available, you can always link to the manufacturer website also featured on individual product detail pages.
Why aren’t there any results for my search?
If there are no products matches on what you have searched on, you may have entered too many criteria or mistyped your keyword or part number. Why not try the advanced search page or start a fresh search with some broader criteria?
Can I view my contract prices in the search results?
Yes, but you must be logged in to see the prices available based on your service agreement. Contract pricing appears in the ‘Your Price’ column.
How do I sort search results?
Simply click the ‘up or down arrows’ at the top of the column you’d like to sort by.
How do I find a product by a particular manufacturer?
There are two ways to find products for your desired manufacturer:
- Search – Enter the manufacturer name into the search box and click the ‘Go’ button
- Advanced Search – Enter the manufacturer name in the “Manufacturer Name&edquo; field and click the ‘Go’ button
Ordering
How do I view my shopping basket?
View your basket by clicking the shopping basket link found in the top right-hand corner of every page within the website.
How do I add items to my shopping basket?
If you know the exact order code you can simply enter this into the ‘quick buy’ box featured on the left-hand side of the homepage. Alternatively you can key the order code directly into your shopping basket and press ‘Enter’ or ‘Update’. (Your basket can be accessed by clicking the shopping basket link found in the top right-hand corner of every page within the website).
However, if you have found the product you wish to buy through a search results page, click the ‘Buy’ icon to add it to your basket. If you are viewing the required product on an individual product detail page, enter the quantity in the buy field and click the ‘Buy’ icon. The screen will then display the item has been added to your basket.
What are order minimums and multiples?
Certain products have a minimum order quantity set against them. Unfortunately, you are not able to order less than the minimum quantity and the system will prompt you if you try to do so. If this happens, you will then need to alter your quantity to that of, or above this threshold or to the supply multiple.
Can I add notes to items in my shopping basket?
Yes, in the shopping basket you are free to make line notes against order codes, simply key them in to the notes box provided.
What is a product lead-time?
Because of size or infrequent demand, some items are not held in stock. For these products we show an online stock status of ‘short lead time’, which means we don’t have it in stock but can supply it quickly. To find out the product lead time call 08447 11 11 11 or email sales@farnell.co.uk
What does it mean when a product is back ordered?
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 dispatch it free of charge once stock becomes available.
I need a manufacturer’s spare part, but can’t find it on the website?
While we do stock a large number of mainstream manufacturer spare parts on our website, we can’t stock them all. As a result, if you cannot find the item you require online, please call 08447 11 11 11 or email sales@farnell.co.uk giving details of the manufacturer, model number, brief description, and any other relevant information. This information will then be passed to a member of our ‘Not In Catalogue’ team who will contact you with price and availability
I need a part, but can’t find it on the website?
Whilst we do stock a large number of parts on our website, we can’t stock them all. If you are a Trade Account customer we may be able to obtain these for you. Please email sales@farnell.co.uk or call 08447 11 11 11. This information will then be passed to a member of our ‘Not In Catalogue’ team who will contact you with price and availability
Why does the website bring up more than one product when I search for an order code?
These types of search results will show you any associated items, replacements or alternatives that matched your search – giving you greater choice.
Do you charge for carriage / postage?
If you are a Trade account customer we offer free next working day delivery on all orders placed before 8pm. For more urgent deliveries, options are available for delivery before 10.30am and Saturday delivery at £15.50. The company reserves the right to charge delivery on certain accounts. You will be notified of this when placing an order to which a charge is applied.
I am a VAT exempt customer, how do I declare this online?
At present, you can only declare this by providing us with a valid VAT exemption certificate. Please call 08447 11 11 11.
Why can I only ship to a UK address?
Due to additional exporting charges and safety or security measures, we must be contacted verbally (Tel: +44 8701 200 208) before we can export goods. This will enable us to check if delivery to your region is possible and to fully inform you of any charges and regulations applicable to your order.
Those situated within Eire please visit www.farnell.ie and if your order should incur additional freight charges, due to excess weight, we will contact you prior to the dispatch of your order.
Which credit cards do you accept?
We accept payment by BACS, cheque or debit/credit card: Visa, MasterCard, American Express and Maestro via our sales teams. Online payments can be made via credit card (please note a £20 minimum order value applies for credit card payments), corporate purchase card or trade account.
I don’t have a credit card; can I still buy from you?
Yes, visit our Trade Counter and pay by cash (Leeds, UK), or alternatively email sales@farnell.co.uk or call us on 08447 11 11 11 to open a trade account or find out other payment methods that would suit you.
If I require same day dispatch, when is the latest I can place my order?
Orders placed before 8pm get dispatched the same day.
Why are some items missing from my order?
The missing items will be ‘out of stock’ products (backorders). We will dispatch the remaining items free of charge as soon as we receive stock. Please call 08447 11 11 11 if you require estimated delivery dates for these items.
How do I print a copy of my order?
On the order review page, click ‘Print Page’ to view your order in a format that is easy to print. Once printed, click ‘Close this Window’ to return to the order review page where you can submit your order by clicking ‘Submit Order’.
You can also print a copy of your order after submission by clicking ‘Print Page’ on the order confirmation page. When you’ve finished, click ‘Close this Window’.
Can I save my shopping basket and complete my order later?
Yes. If you have already placed items in your basket, you can save this by naming it in the ‘Save basket’ field and then clicking on ‘Save basket’. The saved basket is then readily available in ‘My Account’.
Can I download my basket?
At the bottom of your shopping basket you can select the option ‘download basket’. Choose a file name and location where you would like it to be saved and the complete basket will be saved as a .csv file.
Can I forward my basket to my work colleagues?
At the bottom of your shopping basket you can select the option ‘email basket’. Add the email address of the person you would like to send the basket to and click ‘Send Basket’.
Why do I need to register / login to save my basket?
We need to be able to link your saved basket back to your username so that you can retrieve it later.
How do I buy the items in my saved baskets again?
Go to ‘My Account’ and click on ‘Saved Baskets’. Find the named basket that contains the items you want. Check the ‘Add to current shopping basket’ box next to the basket and click ‘Update’. These items will be copied into your current shopping basket.
What type of order confirmation will I receive?
We will send an order confirmation to the e-mail address you provided to us. The order confirmation will contain your order reference number and a list of the parts you have purchased along with prices and quantities.
How do I know my order has been submitted correctly?
The order confirmation page will appear after you submit your order. Shortly after that you will also receive the same confirmation by email.
I submitted an order with an error, how do I amend it?
If you notice an error on your order once it has been submitted, please call Sales on 08447 11 11 11 as soon as possible.
As our online order processing is very efficient it may not be possible to amend your order before it is dispatched, however by contacting us as soon as possible it gives us more chance of amending the order before dispatch.
How do I apply a voucher code to my order?
To ensure your discount is applied, simply follow the easy steps described below:
- Ensure you are logged into the website.
- Fill your shopping basket, ensuring your minimum order value is met (if applicable)
- Enter your discount voucher code into the Voucher Code box at the bottom of the page and press ‘Apply Voucher Code’. Ensure you are entering it in exactly the same format as provided.
- An additional column in the shopping basket will show the price after the voucher has been applied. There is also a section showing a summary of the vouchers that have been applied.
- Proceed to checkout.
Why doesn’t my voucher code work?
If the voucher code you have used does not work a message will appear at the top of the screen to explain why.
Message Shown: “The voucher entered cannot be used against this order”.
If you receive the above message after applying a voucher code to your order it could be for the following reasons:
- The voucher code used is restricted to a specific manufacturer part number or range of part numbers.
- The voucher code used is restricted to a specific supplier.
- The voucher code used is restricted to a specific product category.
- The voucher code used takes your overall order value below our business thresholds. You will need to use the voucher against a separate order.
If you don’t feel this is the problem with your voucher please contact us and we will investigate further.
Managing your Account
Why should I fill out all information in my profile?
It is important to keep your profile up to date, so that we can contact you if necessary.
Plus, the more information we have means that we can further tailor our offering to suit your needs. So please let us know your:
- SIC code
- Job function
- Company size
- Product interests
Where’s my order / do you offer order tracking?
Go into your ‘Account’ on the website and look under ‘Order History’ where you will see your order reference number. Click into the relevant order you want to know about and you’ll see a tracking number that shows the order progress via UPS.
How long will my saved baskets be stored?
We store your saved baskets indefinitely providing that your login has been accessed online within the past 12 months.
How do I delete a saved basket?
In the list of ‘Saved Baskets’, find the basket you want to delete and check the ‘Delete’ box. Then click ‘Update’.
I don’t see orders I placed by telephone or fax.
Order history only displays orders placed on www.farnell.co.uk. If you need information on orders you placed by telephone or fax, please call 08447 11 11 11.
How can I change my address details online?
When you are logged in, go to ‘My Profile’. In here you will see an option to ‘Add/ Edit Addresses’.
How can I pay using my account?
If you hold a Farnell trade account and have registered online, you can order goods and pay on receipt of invoice (within the standard Terms and Conditions of your account).
Can I pay my account balance online?
Unfortunately there is currently no method for you to settle your account online. We are looking into this facility for future use.
After Sales
Do Farnell provide a technical support service?
Yes, Farnell has a dedicated technical help team on hand to offer support to customer queries. You can contact them on 08447 11 11 22 or email techsales@farnell.co.uk
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