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.

Will you fix any previous advisories on the MOT?

We address all critical issues noted during inspection or MOT. If an MOT advisory pointed out something important (like brake pads nearing the limit or a tyre that will need replacement soon), our technicians will assess it. We typically fix safety-related advisories as part of reconditioning. Minor advisories that don’t affect safety might not be immediately fixed, but they will be noted. Rest assured, we won’t let anything that compromises the car’s roadworthiness slip through.

Will the car be serviced before delivery?

Every car goes through our inspection and reconditioning process. If a routine service is due or overdue, we will carry it out before you get the car. So in practice, yes – if the car needed a service, it will be serviced as part of our prep. That said, not every car will get an oil change if it isn’t due, but we ensure it’s up to date on maintenance when delivered.

Can I add my personal number plate to my new car before it's delivered?

We can help with that. Typically, your car will initially be registered with its existing number plate. To add your personal plate, you’d go through the normal DVLA process. We’ll act on your behalf to facilitate the transfer if you’d like – just let us know. You’d need to pay any DVLA fees for the plate transfer. Usually, we’ll deliver the car with the original plate, and then help you swap to your private plate soon after.

Do you allow walk-ins at a Carsa Store?

We do prefer that you book an appointment, because our cars are kept secure and we prepare them for scheduled viewings. You’re welcome to drop in, but if you haven’t booked, we can’t guarantee the specific car you want to see will be readily available or on-site. To avoid any wait or disappointment, it’s best to arrange a viewing/test drive slot beforehand.

Can I book an appointment at a Carsa Store?

Yes – you can schedule an appointment to visit a Carsa Store. In fact, we recommend booking an appointment (especially for test drives) so we can ensure the car you’re interested in is ready and waiting for you. You can book online through our website or simply give us a call, and we’ll set up a convenient time for you.

Can I change or cancel my in-store appointment?

No problem at all. If you need to change or cancel your appointment, just let us know as soon as you can. You can contact the store or our customer support, and we’ll help you reschedule or cancel the booking. We understand that plans change – we’ll work with you to find a new time if needed.

Can you help me choose the right car when I visit a Carsa Store?

Certainly. When you visit a Carsa Store, our team will be more than happy to assist you in finding the right car. You can tell us what you’re looking for (budget, size, features, etc.), and our friendly advisors will help point you towards options that fit your needs. We’re there to make the car-buying process easier for you.

Will I be given any previous service history, MOT certificates or other documents with my car?

Yes, of course. We will hand over any available documents when you get the car. That includes things like the car’s service book or print-out of its service history, the latest MOT certificate (if applicable), and any other papers (like the user manual or spare key info). The V5C logbook will be sent to you by the DVLA after the sale is registered, but everything else we have, we’ll pass to you at collection or delivery.

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.