Support

Frequently Asked Questions - Ordering a Tesla

Order

Security Deposit

Tesla Account

Preparing for Delivery

Delivery

Payment

Accessories

Financing and Leasing

Trade-Ins

Registration

Charging

Service and Warranties


ORDER

 

How do I order a Tesla?

Visit our Design Studio to choose your options and place your order. The purchase price and estimated delivery date will change based on your configuration. A €2.000 deposit is required to complete your order.

Back to Top

 

I just designed my Tesla and submitted my order. What are the next steps?

We will contact you when your car is assigned a Vehicle Identification Number (VIN) and is ready for delivery.

Back to Top

 

Can I edit my design after placing my order?

Yes, you can edit your design before your final invoice is issued in your Tesla Account. To log in to your Tesla Account, enter the email address and password you used to place your order. Any changes to your configuration may affect your delivery date.

Back to Top

 

If I place my order today, when can I expect to take delivery?

You can expect to take delivery in early 2020 for order placed from Poland, Romania, Hungary or Slovenia.

Back to Top

 

Can I cancel my order?

If you have already designed and ordered your Tesla, please send your cancellation request to OrderUpdatesEMEA@tesla.com from the email address on your Tesla Account. Please include the bank account holder name, IBAN and BIC code used for your order so that we can process your request.

Back to Top

 

Can I add my friend’s referral link to my order?

Yes, you can add your friend’s referral link when placing your order. A referral link cannot be added after placing your order.

Back to Top

SECURITY DEPOSIT

 

What is the Security Deposit?

If you choose not to ship your vehicle via a Tesla approved common carrier, you will need to place a Security Deposit of €15,000. The Security Deposit is a one-time payment of €15,000 that will be due within 30 days of taking delivery. The €15,000 is additional to the purchase price and will be fully refunded upon receipt of required documents.

Back to Top

 

Why do you require a Security Deposit?

As your car’s purchase price does not include VAT, we require a Security Deposit to ensure receipt of documents that prove that you are tax compliant.

Back to Top

 

Which documents do I need to provide to receive a full refund of my Security Deposit?

• Signed VAT declaration
• Proof of vehicle registration in your country
• Signed CMR (standardized transport document)

Back to Top

 

When will Tesla refund my Security Deposit?

We will refund the full €15,000 within 30 days of receiving the required documents*.

Back to Top

TESLA ACCOUNT

 

What is a Tesla Account?

Your Tesla Account is the home for all your Tesla products. It includes owner resources, estimated delivery timing, registration information, guides and important updates. Visit your Tesla Account to upload required documents and submit your final payment. Please note that all information in your Tesla Account directly affects the spelling and punctuation on your registration documents. Learn more about your Tesla Account.

Back to Top

PREPARING FOR DELIVERY

 

How can I prepare for delivery?

To prepare for delivery, review and submit the documents listed in your Tesla Account.

Back to Top

 

Who must be present at delivery?

If you place your order in a country without Tesla delivery locations, your car will be delivered to our Assembly Factory at Asteriastraat 1, 5047 RM in Tilburg, The Netherlands. You must arrange carrier transportation of your car to the destination country. We will not arrange any shipping for your vehicle other than recommending, as your delivery date nears, Tesla approved common carriers. You will have to authorize the person picking up the car (e.g. the truck driver) to sign the confirmation of delivery and all the appropriate import documentation on your behalf. Prior to the delivery, we will require you to send the following documents: Power of Attorney and the VAT declaration.

Back to Top

 

What does my transport driver need to bring to delivery?

Please inform your transport agency to bring a CMR with your VIN and final destination included. We will check that the driver’s ID matches the name on the provided Power of Attorney letter.

Back to Top

 

How do I get the Tesla app?

You can download the Tesla app in the App Store for iOS or Google Play for Android. Your car will be connected to the Tesla app within a few days of taking delivery.

Back to Top

 

Who should I contact for customer support after taking delivery?

After taking delivery, you can direct your service-related questions to Customer Support.

Back to Top

DELIVERY

 

Do you have delivery locations in my country?

At this time, we do not have delivery locations in Poland, Romania, Hungary and Slovenia. If you place your order in a country without Tesla delivery locations, your car will be delivered to our Assembly Factory at Asteriastraat 1, 5047 RM in Tilburg, The Netherlands. Prior to your delivery, we will contact you to request that you arrange the transportation of your car to your country of residence.

Back to Top

 

What documents does Tesla require to handover my car to the transport service?

You will need to arrange the transport of your car from the Netherlands to your country of residence. To handover your car to a carrier, we require a signed VAT declaration and signed Power of Attorney letter for the transport driver. As your delivery date approaches, a Tesla representative will contact you to provide more information.

Back to Top

PAYMENT

 

What are the accepted methods of payment?

You can submit your final payment through a wire transfer only. We do not accept payments through credit card, debit card or cheque. If your bank has a daily transfer limit, please ensure you allow enough time to complete your full payment at least 72 hours before the delivery appointment.

Back to Top

 

How much do I owe before delivery?

We require the full balance to be paid, either personally or by way of guarantee from a financing institution before delivery. We provide an itemized breakdown of the final payment on the Motor Vehicle Purchase Agreement (MVPA) per your car’s configuration, including any applicable taxes and fees. After you have confirmed all delivery information, we will upload your MVPA to your Tesla Account under ‘My Documents'.

Back to Top

 

Can I apply for tax benefits in my country?

You can apply independently for tax benefits in your country. Tesla does not support with tax benefit applications in the following countries: Poland, Hungary, Romania and Slovenia.

Back to Top

Accessories

 

How do I order accessories?

To order accessories from our catalogue, please send an email to OM_Parts@Tesla.com with the following information:
• Link to requested accessory
• Vehicle Identification Number
• Billing address
• Shipping address

Back to Top

FINANCING/LEASING

 

Can I apply for financing or leasing?

At this time, we do not offer financing or leasing options for orders placed from the following countries: Poland, Romania, Hungary and Slovenia. Please note that Tesla is not responsible for third-party solutions and that your payment terms always remain the same. Local institutions that may be able to support you with financing or leasing include:

Country Referral Partner Contact Email Contact Phone Contact Website
Hungary Cetelem (BNP Paribas) tesla@cetelem.hu +36 1 458-6070 www.cetelem.hu
Raiffeisen Leasing lizing-info@raiffeisen.hu +36 614865177 www.raiffeisenlizing.hu
Poland BNP Paribas tesla@bnpparibas.pl +48 22 134 00 00 www.bnpparibas.pl
Bank Pekoa tesla@pekaoleasing.com.pl +48 22 54 82 400 www.pekao.com.pl
Santander Consumer Bank autokredyt@santanderconsumer.pl +48 607 702 241 www.santanderconsumer.pl
Romania Cetelem (BNP Paribas) tesla@cetelem.ro +40 21 312 02 20 www.cetelem.ro
BCR Leasing (Erste Bank) office@bcr-leasing.ro +40 21 323 73 10 www.bcr-leasing.ro
Raiffeisen Leasing office@raiffeisen-leasing.ro +40 21 306 4444 www.raiffeisen-leasing.ro
Slovenia S-Leasing (Erste Bank) internationaldesk@sparkasse.si +386 (1) 58 32 230 www.s-leasing.si
Country Referral Partner Contact Website
Hungary Cetelem (BNP Paribas) www.cetelem.hu
Raiffeisen Leasing www.raiffeisenlizing.hu
Poland BNP Paribas www.bnpparibas.pl
Bank Pekoa www.pekao.com.pl
Santander Consumer Bank www.santanderconsumer.pl
Romania Cetelem (BNP Paribas) www.cetelem.ro
BCR Leasing (Erste Bank) www.bcr-leasing.ro
Raiffeisen Leasing www.raiffeisen-leasing.ro
Slovenia S-Leasing (Erste Bank) www.s-leasing.si

Back to Top

TRADE-IN

 

Can I trade-in my current vehicle?

We do not arrange trade-ins for orders placed from the following countries: Poland, Romania, Hungary and Slovenia.

Back to Top

REGISTRATION

 

Do I have to register my Tesla myself?

Yes, you will need to self-register your car in your country of residence. We will provide a European Certificate of Conformity (COC) with your delivery. Once your car is registered, we will request your proof of registration.

Back to Top

CHARGING SOLUTIONS

 

How do I install home charging?

We recommend installing a Tesla Wall Connector for convenient charging at home. Please note that you will need to hire an electrician to perform the installation.

Back to Top

 

How does Supercharging work?

To learn about Supercharging, visit our Supercharging FAQs.

Back to Top

SERVICE/WARRANTIES

 

What kind of warranty does my Tesla come with?

Your Tesla is covered by the New Vehicle Limited Warranty which includes: Basic Vehicle Limited Warranty, Supplemental Restraint System (SRS) Limited Warranty, and Battery Limited Warranty.

Back to Top

 

What is Basic Vehicle Limited Warranty?

Basic Vehicle Limited Warranty covers the repair or replacement necessary to correct defects in the materials or workmanship of any parts manufactured or supplied by Tesla that occur under normal use. The duration of coverage depends on your car’s trim.

Back to Top

 

What is SRS Limited Warranty?

SRS Limited Warranty covers the repair or replacement necessary to correct defects in the materials or workmanship of the vehicle’s seat belts or air bag system manufactured or supplied by Tesla that occur under normal use. The duration of coverage depends on your car’s trim.

Back to Top

 

What is Battery Limited Warranty?

The Battery Limited Warranty covers the repair or replacement of any malfunctioning or defective Tesla battery. The duration of coverage depends on your car’s trim. To provide you with even more assurance, the Battery Limited Warranty will also cover damage to your vehicle from a battery fire even if it is the result of driver error, subject to certain exclusions.

Back to Top

 

Where can I schedule a service appointment in my region?

Tesla cars do not require regular maintenance, but if a Tesla Service visit is necessary, you can schedule appointments in the Tesla app only.

Back to Top

 

What if I find damages after delivery?

Your Tesla will be delivered according to our quality specifications. Once your transport driver confirms delivery of your car, this implies he accepts vehicle interior and exterior quality. If you notice damages after taking delivery, you should schedule an appointment at your nearest Service Center using the Tesla app.

Back to Top

*If you breach this obligation, you agree that we may retain the Security Deposit made by you to the extent not otherwise prohibited by law. You also acknowledge that the Security Deposit amount placed by you is a fair and reasonable estimate of the actual damages that we may incur, which includes (but is not limited to) VAT payable by us if the tax authorities qualify this Agreement as a local sale, following which we also may issue (and you agree to accept) an invoice that is adjusted accordingly. If you timely provide us with the information, at our reasonable discretion, the Security Deposit will be refunded to you. We will not hold your Security Deposit separately or in an escrow or trust fund or pay any interest thereon.

Tags: 

SHARE