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This page gives answers to some of the questions we often get asked. If you can’t find what you’re looking for below please get in touch and we’ll be happy to help.
Picking the right car for you depends on a number of factors including how much you enjoy driving it. With YouDrive, we give you the convenience of being able to easily book a test drive online in advance and, if you meet our insurer’s criteria, you can even take the car out for a spin by yourself if you wish.
Test drives are carried out from our Experience Centre at Canary Wharf.
You will need to have a full UK driving licence and meet the criteria covered in our terms and conditions.
We want you to get to know the car, so you will have up to an hour to enjoy and get to know the car at your leisure. We find that most people get the full experience of our cars within the pre-planned test routes that last 30 minutes.
Absolutely! If you would like to test drive more than one car, you will need to make a separate booking for each car. If we have availability, you can make all of your bookings for the same day.
The simple answer is no. However, if you damage the car or have an accident, we will seek to recover the cost of the damage from you.
Our insurance policy will cover you and the car for major damage but is subject to a £1,000 excess.
You can view, amend or cancel your booking anytime from the 'My Test Drives' section of your online account.
With Rockar, there's no haggling required. We'll always show you our best prices straight away.
Our store is based in Canary Wharf. Why not come and visit us?
You can research some key facts about the models we sell via the Explore pages. If you want to look at a specific model, click on a car 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”. Remember you can also pop into see us in store and our Rockar Angels will be happy to answer any of your questions.
The majority of cars that Rockar sell are brand new cars where you will be the first registered keeper of the vehicle. Rockar will sell a few registered cars that may have minimal mileage on the clock, but these will be clearly marked on the website so that there is no confusion.
No, Rockar is a fully authorised UK dealer.
Yes and so all the cars that we sell come with a full manufacturer warranty.
Rockar will seek a deposit for every new car ordered. In terms of the balance to pay for the car, Rockar can also help you to spread the cost over a manageable term with its Car Happy payment plans. You can reduce the balance to pay for the car, or your monthly payments, by choosing to trade in your current car.
Rockar will seek a deposit for every new car ordered and if you are doing this online, you can be safe in the knowledge that Rockar uses Barclaycard to process the payment and Rockar does not retain your credit card details. For added security you will be asked for your online password (“Verified by Visa”) if relevant.
Rockar is set up to sell cars direct to customers and so is based around selling one car to a customer at a time. If you however, wish to buy more than one car at a time please contact us at enquiries@rockar.com with your details and requirements and we will do our best to help you.
You can talk with any one of our Angels in store for more information, email us or give us a call. For more details – Come Visit Us.
For all orders, we will require a copy of your full UK driving licence (in-date and displaying your current address), passport, and an additional form of proof of ID (a utility bill or council tax statement, for example, dated within the last three months).
We may also require additional documentation from you if requested by the finance/leasing company or if you're part exchanging with us.
Please upload any requested documentation through the 'My Documents' section of your online account.
As a retailer, we are not provided with detailed information regarding why an application may have been declined.
If you believe that you may have made an error on your application, please get in touch.
If your application was completed correctly and you're happy for another credit search to be carried out, our broker may be able to find an alternative lender for your purchase.
You can also fund the purchase through a financing company of your own choice if you wish to do so.
As soon as we receive any updates relating to your order, we will be in touch.
Sometimes, it may be a while before we have any updates to share. During this time, we will aim to send you a courtesy email every 4-6 weeks.
This can vary depending on how quickly you are able to return any requested documentation to us, the model that you've ordered, and whether or not you've selected an SV Premium Palette exterior paint.
The lead times that we present to you on our website are based on the latest information available to us from Jaguar Land Rover and are subject to change. We will notify you of any changes throughout your order journey with us.
Insurers may require your car to have a tracker fitted so, if you're uncertain whether your car is fitted with one, please get in touch.
Jaguar Land Rover offers two trackers: Secure Tracker and Secure Tracker Pro. Secure Tracker is Thatcham Category S7 Compliant; Secure Tracker Pro is Thatcham Category S5 compliant.
As a retailer, Rockar can also supply and fit several aftermarket trackers. Please get in touch to discuss availability and pricing.
If you're purchasing a new car, outright or on finance, absolutely! We'll just need you to provide us with a copy of the Certificate of Entitlement (if you've just purchased the personalised plate) or the Retention Document (if you've removed this from another car).
If the plate is currently assigned to another car, you will need to remove this with DVLA online first.
We're unable to add a personalised plate to a used car or a new car being purchased on Contract Hire.
Any remaining balance must be settled by bank transfer at least two clear working days before the date that we agree to hand over the car with you.
Please use your Rockar order number (usually beginning with either "LR" or "JAG") and surname as the reference number. Please keep in mind that some banks may limit the amount of money that you can transfer at any given time or may hold the transfer pending security checks with yourself, so it may be worth giving them a quick call to ensure that there will be no delays.
If your remaining balance has not been settled at least two clear working days before the date that we've agreed to hand over the car with you, we will need to reschedule.
A copy of our bank details can be found under "Your Next Steps" in your online account (desktop only).
If you wish to amend or cancel your car then please inform us as soon as possible so that we can help you. You can email us on customersupport@rockar.com or call us on call us during normal office hours (Monday – Friday, 9am-5pm excluding Public Holidays) on our local rate number 0330-200-0330. Please remember to quote your order number so that we can help you.
Our Terms and Conditions have a separate section around cancellation rights.
When you order a vehicle from us we give you our best estimated delivery date. 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, we will keep you informed.
Yes, you will get a full demonstration of the car and how it operates. If you have any particular questions though, please do not be scared to ask – our Rockar Angels are there to ensure that you are completely happy before you drive away.
You have two options – come and collect the car from Canary Wharf or for that added special experience have it delivered to your house for an additional cost. In both instances, the process is the same – you will have a full car demonstration, you will need to provide your original documents and sign your finance documents if applicable. If you are swapping your old car we will also inspect that and collect all relevant documents relating to it.
To protect against identity fraud we are unable to deliver it to anywhere other than your registered home address.
If you have chosen to swap your old car with Rockar, then we will require proof that the car belongs to you solely. If there is any outstanding finance associated to the car, then this will need to be paid for you to have sole ownership. We can repay the finance on your behalf by deducting the amount from the value of your car if you wish.
You will also need to supply all relevant documentation and items belonging to the car (for example V5 registration certificate, keys, MOT certificate, service history, spare wheel if fitted, parcel shelf, etc.).
We will require copies of any information we request in advance before we organise and agree the delivery date for your car. We will then need to see the original copies of this information when we deliver the car to you.
We value your car based on what you have told us and the estimated delivery date of your car. If either of these assumptions changes, then we reserve the right to alter the valuation of your car. We will inform you as soon as we know of any change, including the first time we see your car when we swap it for your new car. We will use the same criteria to value your car as you have, but if there is any difference we will require this to be paid at the time of the swap over by debit card.
Firstly, please let us know straight away and inform the Rockar Angel who is delivering the car to you. We will do our best to rectify any issues and will agree a solution to the problem which may include cancelling the order.
You can read our Terms and Conditions in respect of cancellations.
Our terms and conditions around cancelling can be found here – link to Terms & Conditions. You will need to contact us as soon as you change your mind so that we can help you. Email us on customersupport@rockar.com or call us on during normal office hours (Monday – Friday, 9am-5pm excluding Public Holidays) on our local rate number 0330-200-0330 and we will be happy to explain the finance products that we have to support you buying a new car from us.
The first thing to do is contact us to see what we can do to help - if there is a problem with your car will we do our best to fix it or to help you with the problem. You can contact us by emailing customersupport@rockar.com stating your order number and issue or by calling us during normal office hours (Monday – Friday, 9am – 5pm excluding Public Holidays) on our local rate number: 0330-200-0330 (your call may be recorded).
You do have the right to cancel the car 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.
It is important that you consider the monthly payments before committing to the car – with Rockar we do not put you under any pressure so take your time in making your decision.
There are serious consequences if you do not then some or all of the following may arise:
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 car’s display when changing gears, keep your tyres inflated to the right pressure and remember that driving like a rally driver (heavy acceleration and braking) does not help!
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 car in with Rockar or another car dealer they may do this on your behalf – but remember this payment will be accounted for within your new car deal.
If you wish to book your car in for a service or there is something that you would like us to take a look at then you can use our online service booking.
If your car has broken down and you are away from home, 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 jlrservice@rockar.com or call our service team on 0330-088-8730.
If you are not close to our service centre, remember that you can take your car to or contact your local franchise dealer.
You do not need to buy one – we give you one with your car. If you lose it, please let us know and will we send you another one.
In the short term nothing, but the value of your car is affected and so if you want a replacement set then either email us at jlrparts@rockar.com or call us on 0330-088-8730 and we can organise this for you at a cost.
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 car if it does not have one. Don’t worry though, Rockar will inform you when it is due and you can also book your car in online before your due date at our Service Centre.
This depends on your model and can be found within your owner’s manual. If you are unsure, then give us a call and remember that Rockar is an authorised repairer and you can book a convenient service here.
Jaguar Land Rover recommends that you have your car serviced at anyone of its authorised repairers to ensure that the work is done properly and your car is safe. Rockar is an authorised repairer and you can book a convenient service here.
However if it is more convenient you can have your car 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.
If any part needs repairing or replacing due to a manufacturing fault, the work will be carried out by a Jaguar Authorised Repairer, using genuine Jaguar parts, all free of charge. Also, as an added benefit your car will also benefit from 3 years roadside assistance, whatever the situation, wherever you happen to be in the UK and Continental Europe.
All new cars supplied by Rockar come with a full 3 year warranty.
If you have a problem with your car and want us to look at it then use our online service booking to to book a convenient visit at our Service Centre.
If you want to contact us then you can use jlrservice@rockar.com or call our service team on 0330-088-8730.
If you are not close to our service centre, remember that you can take your car to or contact your local franchise dealer.
This depends on your model and can be found within your owner’s manual. If you are unsure, then give us a call and remember that Rockar is an authorised repairer and you can book a convenient service here.
Jaguar Land Rover recommends that you have your car serviced at anyone of its authorised repairers to ensure that the work is done properly and your car is safe. Rockar is an authorised repairer and you can book a convenient service here.
However if it is more convenient you can have your car 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.
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.
The easiest way to do this is via my account – you can see the details of your booking and just click on the amend button.
Yes and you will then have a choice whether to collect your car from our store or to have it delivered to your home for an additional cost.
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Rockar will seek a deposit for every new car ordered and if you are doing this online, you can be safe in the knowledge that Rockar uses Barclaycard to process the payment and Rockar does not retain your credit card details. For added security you will be asked for your online password (“Verified by Visa”) if relevant.
Rockar is set up to sell cars direct to customers and so is based around selling one car to a customer at a time. If you however, wish to buy more than one car at a time please contact us at enquiries@rockar.com with your details and requirements and we will do our best to help you.
You can find out more general details here – finance made simple.
If you are looking to buy a car and have a question then why not pop in store and talk with one of our Angels, email us at enquiries@rockar.com or call us during normal office hours (Monday – Friday, 9am-5pm excluding Public Holidays) on our local rate number 0330-200-0330 and we will be happy to explain the finance products that we have to support you buying a new car from us.
If your question is in respect of an existing finance agreement, then you should first call your finance company. If you still have a query, then email us at customersupport@rockar.com or call us during normal office hours (Monday – Friday, 9am-5pm excluding Public Holidays) on our local rate number 0330-200-0330 but please be aware that we are unable to offer you advice.
If you have a complaint, you can either email us at complaints@rockar.com stating your name and order number; call us during normal office hours (Monday – Friday, 9am – 5pm excluding Public Holidays) on our local rate number: 0330-200-0330 (your call may be recorded); or write to us at our registered address (1 Monckton Court, South Newbald Road, Newbald, East Yorkshire, YO43 4RW).