FAQs

Got Questions? We’ve got answers. Whether you’re buying your first car or trading in your old car, we’re here to make it simple. Explore our FAQs for quick, honest answers about Carsa’s process, prep, finance, handover, and more.

How much is my monthly payment?

The monthly payment depends on the car price, your deposit, the finance term, and the interest rate. Each car on our website can show an example finance quote with an estimated monthly payment. For a precise figure, we’d tailor a quote to your situation. We’d need to know how much (if anything) you want to put down, which car you are interested in and over how many years. For PCP we would also need to know your annual mileage. Then we can tell you exactly what the monthly cost would be.

When will my CarsaCover payments start?

If you're paying upfront, it's paid at the time you purchase the policy (usually when you buy the car). If you're paying via a monthly plan or as part of your car finance, then the payments will start alongside your car finance payments – typically one month after you collect the car. Essentially, there's no delay: you'll either pay at purchase or your installments will begin in the first billing cycle after the sale.

Will my data be shared with Assurant?

Yes, if you take out a CarsaCover policy, we will share the necessary information with Assurant (the underwriter) to set up and administer your cover. Your personal data will be handled securely and only used for the purposes of providing the insurance/warranty service. We don't share data beyond what's required for your policy.

What is CarsaCover?

CarsaCover is the name of our extended warranty and insurance package offerings. It refers to the optional plans you can get for added peace of mind after the standard 90-day warranty. Under CarsaCover, there are products like extended mechanical breakdown warranty, as well as cosmetic protection plans (like scratch & dent, alloy wheel cover, tyre insurance, etc.). It’s basically our suite of aftercare insurance products to help cover you against unexpected costs.

Does Carsa offer delivery?

Yes. Carsa offers optional home delivery across most of mainland UK. We use a trusted logistics partner to provide this service, and the fee we charge simply covers what they charge us to move the vehicle safely to your address. If you choose home delivery, there is an additional delivery fee to cover the transport cost. The amount depends on the distance (we’ll let you know the exact fee upfront before you commit). If you opt to collect the car from one of our branches, there’s no fee for collection. So, collection is free, and delivery has a charge which varies by location.

Is collection available to everyone?

Yes, anyone can choose to collect their car from a Carsa branch instead of having it delivered. If you prefer collection, just let us know and we’ll arrange to have the car at the branch for you.

Can I pay for CarsaCover in one payment?

Yes, you can choose to pay for CarsaCover upfront in a single payment. If you prefer, you might also have the option to spread the cost (for example, adding it to your monthly finance). But a one-time payment is absolutely fine and many people do pay the full amount at purchase.

How can I visit a Carsa store?

You can visit any Carsa branch during its open hours. For a Click & Collect, it’s best to have arranged your purchase or reservation online first, then you’ll come in to pick up the car. If you just want to look around or speak with our team, you’re welcome to drop by, but if you want to see a specific car, we recommend booking an appointment so the car is there and ready.

Can I use my own external finance to buy a car?

Yes, you're welcome to use finance arranged through your own bank or another lender instead of our in-house options.

If you use external finance, a separate admin fee applies. For full details on fees, please see our administration fees page.

Just let our team know during checkout or when you visit the branch that you'll be paying with your own finance, so we can structure the invoice correctly.

When will I receive my V5C logbook?

The V5C logbook is sent to you directly by the DVLA after we register the car in your name. You'll usually receive it within 4 weeks.

You don't need the V5C to drive or tax your car in the meantime. If it's been more than 4 weeks and you haven't received it, contact the DVLA directly.

What happens if I miss my appointment or don't show up?

If you can't make your appointment, please let us know as soon as possible so we can reschedule or cancel it for you.

If you don't turn up, your reservation fee won't be refunded. The fee is only refunded when you attend your appointment.

To change or cancel your appointment, please get in touch via our contact page.

What does it mean when a car is 'in preparation'?

When a car shows as 'in preparation', it means it's still going through our checks and reconditioning process. During this time, the car can't be reserved or booked for a test drive.

We would recommend leaving an enquiry on the car's page. This will ensure you are notified when the vehicle is ready.

How do I make a claim on my Cosmetic Maintenance plan?

Need to get some cosmetic damage looked at? No problem – if you have purchased Cosmetic Maintenance, your plan is there to help.

First, you'll need to check who your plan is with. Have a look at your policy documents – your provider will be either GardX or Shine.

If you're with GardX, see: How do I contact GardX about my plan?
If you're with Shine, see: How do I contact Shine about my plan?

How do I contact Shine about my plan?

If your Cosmetic Maintenance plan is with Shine, here's how to get your repair sorted.

Your Shine! Protect policy is provided by AutoProtect, and the easiest way to make a request is through their app or website.

To make a repair request:

Download the Shine! Protect app (available on Apple and Android – just search "Shine! Protect")
Or submit online at www.shineprotect.co.uk

You'll need to provide:

Your registration number from your agreement
Your postcode
Your surname
Where the damage is on the car
What type of damage it is
A photo of the damage

If your damage is covered, you'll be able to pick a date, time and location for the repair, then pay the call-out charge. You'll get a confirmation with all your appointment details.

One important thing: Please don't go ahead with any repairs without getting approval first – otherwise you might not be covered.

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How do I contact GardX about my plan?

If your Cosmetic Maintenance, Tyre & Alloy, or Paint Protection plan is with GardX, here's how to get in touch and make a claim.

To book a Maintenance Inspection:

Contact your local Carsa branch in the first instance – they'll be happy to help
If your branch can't complete the inspection for any reason, give GardX a call on 0203 192 1425 or email requests@gardx.co.uk and they'll find another approved agent for you
You'll need to have a copy of your Customer Schedule and terms and conditions handy

To request a Treatment:

Head to your personalised Customer Care Portal at myaccount.gardxconnect.com

To log in, you'll need the details from your Customer Schedule:

Your surname
Vehicle registration
Email address
Mobile number

If any of these details are missing or incorrect, drop an email to assureservices@gardxgroup.com or call 0203 192 1425 and they'll get it sorted.

One important thing: Please don't go ahead with any treatments or repairs without getting the go-ahead from GardX first – otherwise you might not be covered.

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How do I make a claim on my Tyre & Alloy Wheel Maintenance plan?

Got some damage to your tyres or alloys? Your maintenance plan should have you covered.

Your Tyre & Alloy plan is provided by GardX. Here's how to get in touch:

To book a Maintenance Inspection:

Contact your local Carsa branch in the first instance – they'll be happy to help
If your branch can't complete the inspection for any reason, give GardX a call on 0203 192 1425 or email requests@gardx.co.uk and they'll find another approved agent for you
You'll need to have a copy of your Customer Schedule and terms and conditions handy

To request a Treatment:

Head to your personalised Customer Care Portal at myaccount.gardxconnect.com

To log in, you'll need the details from your Customer Schedule:

Your surname
Vehicle registration
Email address
Mobile number

If any of these details are missing or incorrect, drop an email to assureservices@gardxgroup.com or call 0203 192 1425 and they'll get it sorted.

One important thing: Please don't go ahead with any treatments or repairs without getting the go-ahead from GardX first – otherwise you might not be covered.