Frequently Asked Questions

Who to contact?

I want to buy a car and have some queries?

You can talk with any one of our staff in store for more information, email us at or give us a call. To find your nearest retailer click  here

Who should I contact with queries in respect of finance?

If you are looking to buy an New Jaguar and have a question around about finance products then please speak to one of our retailers. To find your nearest retailer click here. If your question is in respect of an existing finance agreement, then you should first call your finance company. If you still have query, email us at [email protected] or call us during normal office hours (Monday – Friday, 8am-4:45pm excluding Public Holidays) on our local rate number 01926 691736 but please be aware that we are unable to offer you advice.

I want to amend or cancel my car order

Please contact the retailer that you have placed your order with and they will be happy to discuss this with you.

I have a problem with my car

If you wish to book your New Jaguar in for a service or there is something that you would like one of our retailers or authorised repairers to take a look at then please contact them directly. To find your nearest retailer/authorised repairer click  here. Remember that if your car is still under warranty then you are still able to get roadside assistance so just call 0800 980 2733 (UK and Channel Islands).
If you want to contact us then you can use [email protected] or call us on 01926 691736.

Who should I contact with a complaint?

If you have a complaint, you can either email us at [email protected] stating the nature of your complaint; call us during normal office hours (Monday – Friday, 8am – 4:45pm excluding Public Holidays) on our local rate number: 01926 691736 (your call will be recorded for training and quality purposes); or write to us at our registered address: Jaguar Land Rover Limited, Abbey Road, Whitley, Coventry, CV3 4LF, UK

Who should I contact about my warranty?

Your New Jaguar comes with 12 months warranty.If you wish to book your car in for a service or there is something that you would like one of our retailers or authorised repairers to take a look at then please contact them directly. To find your nearest retailer/authorised repairer click here. Remember that if your car is still under warranty then you are still able to get roadside assistance so just call 0800 980 2733 (UK and Channel Islands).
If you want to contact us then you can email us at [email protected] or call us on 01926 691736.

Before buying

Where can I find information on your latest offers?

Check our Car Finder page for any latest deals on New Jaguars – use our comparison tool to help you decide which vehicle is best for you.

Where is my nearest Jaguar retailer?

To find your nearest retailer click  here

Where can I find the technical specifications for vehicles

You can research some key facts about our Vehicles via the Explore pages. If you want to look at a specific vehicle, click on a vehicle within the Car Finder it takes you to a product page which contains a description about the car, its key features as well as having detailed product information at the bottom of the page – you can easily reach it by clicking “SPECS”. You can also visit any one of our retailers who will be happy to answer any of your questions.

How do I pay for my New Jaguar?

Your retailer will seek a deposit for every vehicle ordered. In terms of the balance to pay for the car, your retailer can also help you to spread the cost over a manageable term with a range of Finance options. You can reduce the balance to pay for the vehicle, or your monthly payments, by choosing to trade in your current vehicle. Please speak to your preferred retailer for more details. To find your nearest retailer click  here.

How secure is the online deposit payment process?

A deposit is required for every vehicle ordered through the website. This is paid directly to the retailer who is selling the vehicle and not held by Jaguar. Jaguar uses Stripe to process the payment and to pass this to the retailer. Jaguar does not retain your credit/debit card details. For added security, our payment solution is enrolled within the 3D Secure payments scheme and you may be asked for additional security information when placing your deposit dependant on the Credit/Debit card you choose to use.

Can I buy more than one vehicle at a time?

The platform is based around selling one Vehicle to a customer at a time. If you however, wish to buy more than one Vehicle at a time please contact your preferred retailer with your details and requirements and they will do their best to help you. To find your nearest retailer click here.

Purchase and delivery

What if I change my mind before the car is delivered?

If you wish to amend or cancel your vehicle then please contact your retailer as soon as possible so that they can help you. Please also refer to the Terms and Conditions agreed with your retailer for more information about cancellation rights.

How long will delivery take?

When you order a vehicle from us we give you our best estimated delivery date based on information supplied by the retailer selling the vehicle. This date depends on a number of factors, including you providing us with all the satisfactory documents when requested. Sometimes, the delivery date may be delayed due to circumstances out of our control. Whether the delivery is delayed or not, your retailer will keep you informed.

Will the car be demonstrated to me when it is delivered to me?

Yes, you will get a full demonstration of the vehicle you have purchased and how it operates. If you have any particular questions though, please do not be scared to ask – our retailers are there to ensure that you are completely happy before you drive away.

How will you deliver the car to me?

You have two options – you are able to collect the vehicle directly from the selling retailer or have it delivered to your home address. Please note that home delivery may attract an additional cost. In both instances, the process is the same – you will have a full vehicle demonstration, you will need to provide your original documents and sign your finance documents if applicable. If you are swapping your old vehicle, providing your old vehicle as a Part Exchange it will also be inspected and your retailer will collect all relevant documents relating to it.
To protect against identity fraud retailers are unable to deliver vehicles to anywhere other than your registered home address.

What documents will you need from me?

Generally, you will need to have your driving licence (the photo ID) or if you only have an old style paper driving licence you will also need your passport or some other form of photo identification. Your retailer may require additional information as requested by the finance company, but they will inform you directly should this be the case.
Your retailer will require copies of any information requested including your driving licence in advance before organising and confirming with you the delivery date for your vehicle. Original copies of this information must also be available for verification when the vehicle is delivered to you.

What happens if I am trading in my old car?

If you have elected to Part Exchange your old vehicle then your retailer will require proof that the vehicle belongs to you solely. If there is any outstanding finance associated with the vehicle then this will need to be settled for you to have sole ownership. Your retailer may be able to settle any outstanding finance on your behalf by deducting the amount from the value of your vehicle should you choose. Please discuss this directly with your chosen retailer.
You will also need to supply all relevant documentation and items belonging to the vehicle (for example V5 registration certificate, keys, MOT certificate, service history, spare wheel if fitted, locking wheel nuts, etc.).
Your retailer will require copies of any information we request in advance before we organise and confirm the delivery date for your vehicle. Original copies of this information must also be available for verification when the vehicle is delivered to you.

What happens if my old vehicle is not as I describe it?

We value your vehicle based on the information you provide and the estimated delivery date of provided by the selling retailer. If either of these assumptions changes, then your retailer reserves the right to alter the valuation of your vehicle. Your retailer will inform you as soon as they know of any change, including the first time they see your vehicle when your New Jaguar is collected/delivered. Your retailer will use the same criteria to value your vehicle as you have, but if there is any difference they will require this to be paid at the time your New Vehicle is handed over to you by debit card.

What if I am not happy with the vehicle when it is delivered?

Please inform your retailer straight away. Your retailer will do their best to rectify any issues and will agree a solution to the problem which may include cancelling the order.Please see the Terms and Conditions supplied by your retailer for more information in respect to your rights to cancellation.

After I receive my car

What if I change my mind after the vehicle is delivered?

Please speak to your retailer stating your order/reference number as soon as possible. If there is a problem with your vehicle they will do their best help you with the problem. You do have the right to cancel the vehicle within 14 days if you feel that the issue can’t be fixed or resolved and your cancellation rights are detailed in our terms and conditions.

What if I cannot afford my repayments?

It is important that you consider the monthly payments before committing to purchasing the vehicle.

There are serious consequences if you do not then some or all of the following may arise:

• Additional costs – you may incur additional costs and interest charges
• Credit rating – this may be reduced, making it more difficult or expensive for you to obtain credit in the future
• Recovery – the finance company will take steps to recover any money owed to them which may include a debt collection or similar agency. They may also take legal action to recover the vehicle and in some circumstances take further legal action to recover sums remaining due which may include applying for a court order for the sale of your home.

My vehicle is not producing the same fuel consumption figures as stated on the website what should I do?

All cars have consumption figures that are set based on official testing and measurement guidelines. If you want to get the best consumption figures possible remember to follow the advice of the vehicle’s display when changing gears, keep your tyres inflated to the right pressure and try to minimise the amount of heavy acceleration and braking.

What if I want to sell before the full balance has been paid?

You do not have to wait until the end of your finance contract before you sell the car – you can do this at any time. All you need to do is contact your finance company and they will let you know what the current balance owing on your finance agreement is and how long this amount is valid for. In all instances you will have to pay off this outstanding amount, but if you are swapping your vehicle in with a Jaguar retailer they may do this on your behalf – but remember this payment will be accounted for within your purchase of a vehicle.

Looking after my vehicle

Where can I buy a new owner’s manual?

You do not need to buy one – one will be supplied with your vehicle. If you lose it, please let your retailer know.

What should I do if I lose one of my car keys?

In the short term nothing, but the value of your vehicle is affected and so if you want a replacement set then please contact your nearest Jaguar retailer. To find your nearest retailer click here.

When does my car need an MOT?

Once your car reaches 3 years old it needs an MOT to ensure that it is roadworthy. It will then need a check every year thereafter. This is a legal requirement and you will not be able to drive your vehicle if it does not have one. All Jaguar New vehicles are sold with a minimum XX months of MOT.

When will my car need servicing?

This depends on your model and can be found within your owner’s manual. If you are unsure, then please speak to your preferred Jaguar retailer who will be able to assist you. To find your nearest retailer click here.

Do I have to have my car serviced at an authorised garage?

Jaguar Land Rover recommends that you have your vehicle serviced at anyone of its authorised repairers to ensure that the work is done properly and your vehicle is safe. To find your nearest authorised repairer click here.

However if it is more convenient you can have your vehicle serviced by any garage. However, to ensure that this does not invalidate your warranty the work carried out must meet the manufacturer’s specified requirements and genuine manufacturer parts must be used.

What is covered in the 12 month New warranty?

If any part needs repairing or replacing due to a manufacturing fault, the work will be carried out by a Land Rover authorised repairer, using genuine Jaguar parts, all free of charge. Also, as an added benefit your vehicle will also benefit from 12 months roadside assistance, whatever the situation, wherever you happen to be in the UK and Continental Europe.

Servicing

How often should I have my car serviced?

This depends on your model and can be found within your owner’s manual. If you are unsure, then please speak to your preferred Jaguar retailer who will be able to assist you. To find your nearest retailer click here.

To keep my warranty should my car be serviced at an authorised garage?

Jaguar Land Rover recommends that you have your vehicle serviced at anyone of its Approved Service Centres to ensure that the work is done properly and your vehicle is safe. To find your nearest Approved Service Centre click here.

However if it is more convenient you can have your vehicle serviced by any garage. However, to ensure that this does not invalidate your warranty the work carried out must meet the manufacturer’s specified requirements and genuine manufacturer parts must be used.

Should I keep a copy of the car’s service history?

Yes – this is an important record of the car’s maintenance and does affect the value of your car when you come to sell it – would you buy a car if you did not know if it had been looked after?

However, you can access your full service history available to access online provided you visit an Approved Service Centre. Pre-delivery inspection, all scheduled services, related service items and body inspections are all accessible.

Using the website

Can I arrange to buy my car online without coming into the store?

Yes and you will then have a choice whether to collect your vehicle from the selling retailer or to have it delivered to your home for an additional cost.

What are cookies?

Cookies are files which are stored on your computer and hold a small amount of data specific to a website. They are perfectly safe and secure, and are only used in order to allow for websites to be tailored to individual users. You can disable cookies using your browser, but this may affect your experience of the website and you will not be able to buy a car from the site.

If you want to read more, see our Cookie Policy

How secure is the online deposit payment process?

Our retailers will seek a deposit for every vehicle purchased through the website and if you are doing this online, you can be safe in the knowledge that Stripe is used to process the payment and your credit/debit card details are not stored. For added security you will be asked for your online password (“Verified by Visa”) if relevant.

Can I buy more than one car at a time?

The website is set up to sell New vehicles to customers and so is based around selling one vehicle to a customer at a time. If you however, wish to buy more than one vehicle at a time please contact your preferred retailer with your details and requirements and they will do their best to help you. To find your nearest retailer click here.