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FAQ: Online Store
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 FAQ: Online Store

Order
How can I order online as a new customer?
How can I order online as a returning customer?
 What will happen after I place my order online?
Can I enter different billing and shipping addresses?

Payment
 What payments are available?
How can I use a coupon?
 How will I receive my invoice?
How can I cancel my order?

Delivery
When will I receive my product to be delivered by e-mail?
What exactly will I receive if the product is delivered by e-mail?

Customer support
What is element 5?
 "My account" -What data can I find here?

Data protection and data security
How secure is the order process?
I interrupted my online order - has my data been saved?


How can I order online as a new customer?
Please be sure to carefully fill out all personal information fields in the order form.
It is especially important to enter the correct e-mail address because all important information regarding your order, your receipt, and generally the product you ordered itself, will be sent to this e-mail address. We recommend carefully entering the address twice to avoid any errors and to avoid delays in processing your order.

Lastly, please select your payment type and currency, and confirm all entries by clicking on "Next Step". On the next page, you can recheck your information and make any necessary corrections.

Click on "Order now" to submit your order. You will then see a final order confirmation page. You can print out your own invoice. Click on "Print Invoice Version" in the lower left corner of the page. A copy of this receipt will automatically be e-mailed to you together with your order confirmation.

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How do I order online as a returning customer?
If you are a returning customer, you can place your new order quickly and easily by entering your login data without having to re-enter your personal information. Your login data consists of your user ID and password.

Typically, you will be asked to enter your login data at the beginning of an order process with the exception of a few products that do not offer this option. You can check and correct your data, if applicable, before placing your new order

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What will happen after I place my order online?
You will receive a confirmation for your transaction immediately after you place your order online. You will also receive a confirmation by e-mail that will contain all of your order data including your invoice or receipt.

If you chose to pay by credit / debit card or transferred the funds online during the order process, your order will be processed immediately. Your product will be delivered to you electronically within 48 hours.

If you chose a different payment option, you will receive detailed information with your order confirmation that explains how to effect payment. Orders are processed once payment has been received.

If you do not receive an order confirmation after you have submitted your order, please contact customer service.

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Can I enter different billing and shipping addresses?
Yes, you can enter two different addresses when ordering online.

All correspondence relating to the order and payment will be sent by e-mail to the billing address. The product will be delivered (usually by e-mail) to the address given as the delivery address.

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How do I pay by credit or debit card?
Payment by credit or debit card provides the fastest order processing.

We accept Visa, MasterCard, American Express, JCB and Diners Club, as well as UK debit cards Solo and Switch/Maestro.

Orders are processed immediately once entered in our system. Shipment is initiated once the order has been charged to your credit or debit card. Products will be delivered electronically within 48 hours.

How do I pay by wire transfer?
Please transfer the funds to one of our accounts in Germany, France, UK, Finland, or Japan depending on which account is most convenient for you. Thus, you may be able save on international wire transfer fees. Please confirm any fees with your bank so that the full amount is transferred to us.

You will receive the necessary bank account information along with the order confirmation sent by e-mail after our system receives your order.

We recommend that customers in the US and Canada pay by credit card or check to avoid the considerable expense and delays that may be incurred in transferring money to one of our European accounts.

Products will be delivered electronically are generally available for delivery immediately following receipt of payment or within 48 hours. 

Customers from Germany with online banking can transfer the funds directly during the online order process. Further information is provided in the order process. These orders are treated as credit card orders, and as such, products are delivered immediately after the order is entered in our system.

How do I pay by check?
Please send your check to our customer service in Germany or in the US. It is important that you make it payable to the correct recipient to avoid delays.

You will receive the check payment information along with the e-mail order confirmation following receipt of your order in our system.

If you would like to include your check in your order, please contact our customer service. We will provide you with the correct payment information for your country to avoid possible delays in processing your order.

Products will be delivered electronically  within 48 hours following receipt of payment. Personal checks may be held for up to 10 business days for processing.

How do I pay cash?
You can also send us cash by mail. As soon as you have placed your order, you will receive an e-mail with detailed instructions on where to send the cash.

Products will be delivered electronically  within 48 hours following receipt of payment.

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How can I use a coupon?
When placing an order online, please enter your coupon code in the "Your coupon code" field after selecting a payment option.

When placing an order through our customer service, please mention your coupon code as soon as possible so that the coupon amount can be deducted from your order.

We cannot credit you for the amount of the coupon after your order has been processed.

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How will I receive my invoice?
Invoices for orders will be created only after payment has been received. If you pay by credit card or have the amount charged to your account (electronic debit or online bank transfer), we will immediately issue an invoice for your order. For orders paid for by bank transfer, check or cash, you will first receive an order confirmation, and your invoice will be sent to you after payment has been received. In any case, we will automatically e-mail your invoice or order confirmation to your billing address. The order documents will be included as a PDF attachment to the e-mail.

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How can I cancel my order? I have not paid yet.

For orders paid for by bank transfer, check or cash, the order is suspended in our system and no product is delivered until payment has been received. We will remind you about the open order by e-mail, so that you can either make the payment or cancel the order yourself using the link contained in the e-mail.

We always reserve the right to withdraw from the contract in the case of non-payment. 

How can I cancel my order? I have already paid.

You can also view and print your order documents any time after completing your order. To do so, simply log in to the secure "My Account" area. Here, you will find your order overview and any related documents.

For questions about a cancellation, please contact our customer service in writing (by e-mail) and briefly explain why you would like to cancel the order.

Your request will be reviewed within 2 business days. We will notify you of the result by e-mail. Any credit will be charged back to your credit card / debit card, if used when ordering, or you will receive a bank transfer or check (USA / Canada).

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When will I receive my product to be delivered by e-mail?

The product is delivered depending on the payment method and delivery service you have selected:
You have paid by credit card/debit card, remitted the amount due online during the order process you will receive the product within 48 hours of your order confirmation.

If you selected another payment type, your product will be shipped as described above as soon as we have received your payment. You will receive an e-mail notification when we receive your payment.

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What exactly will I receive if the product is delivered by e-mail?
Typically, you will receive a license key, the full version in an e-mail attachment, or a download link for the product you ordered

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What is element 5?
Founded in Cologne, Germany, in 1998, element 5 develops and markets e-business solutions to help software vendors and publishers to quickly and easily sell their products via the Internet.

Software companies from over 150 countries sell their products via element 5. Customers around the globe can go online to access tens of thousands products of all types.

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"My account" - What data can I find here? 
View an overview and details of the orders placed via your user account here. Here, you can view your order status, print your invoices, change your user data, and more. For certain products, you can also access lost product data, such as license keys or download links.

The log-in option you choose for "My account" determines which orders are displayed. For example, if you have paid for orders both by credit card and bank transfer, and you log in with your credit card number and e-mail address, you will not be shown orders that you paid for by bank transfer.

Your user data is important in two ways:

  • You need it to log in to "My account", a secure area in which you can view your order information online.
  • Your user data enables you to place future orders more quickly and easily by retrieving your personal data.

Sometimes several user accounts are set up for a single customer. This happens if you already have a customer account, but it was not used for your new order. By default, customers who have already ordered through our system have the option of ordering quickly and easily as a returning customer. To use this option, just log in with your user ID and password. There is no need to re-enter your personal data.

Click the "User data forgotten or unknown?" link on the "My account" login page. Please enter the e-mail address you entered as the billing address for your order, and submit your request. A few moments later, you will receive your user ID at the e-mail address you entered. For security reasons, we recommend you reset the password for this user ID.

If you have the option of logging in as a returning customer in the order process, you can request your data by clicking the "User data forgotten or unknown?" link. After that, follow the instructions above.

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How secure is the order process?
The element 5 order process is protected via a secure connection so that the data sent to the recipient can only be read by the recipient. Important information such as credit card numbers, addresses, etc. is sent to the recipient securely via the Internet.

All of the data entered on the protected pages is encrypted using the SSL (Secure Socket Layer) protocol. Our servers support SSL Version 3 and 168-bit Triple DES encryption. The RSA module and SSL sessions feature 1024-bit encryption.

You can tell that SSL is activated if you see a closed padlock in your browser window. If you do not see the padlock icon when you enter our order process from the product vendor's Web site, then please access the order form by right-clicking the link or button on the vendor's page, and selecting 'Open in new window' from the options displayed. The padlock will then be displayed on this page.

You can also tell that the page is protected if the URL displayed in the address bar begins with "https:".

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I interrupted my online order - has my data been saved?
No! Data that you enter during the order process will not be saved until you have clicked "Order" to submit your order.  

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