Track My Order Frequently Asked Questions

If you have a question regarding your order, we hope that we have covered it in the section below.

If you are unable to find an answer to your question, please contact your retailer who will be happy to assist you. For more general questions about Volkswagen, please refer to Ask Volkswagen.

Track order

InfoWhere to find your order number

build phase 1 Processing Your Order
  • Is it too late to make changes to my order?

    Depending on where we are with processing your order, you may be able to make very minor changes. Please contact your retailer to discuss.

  • What do I do if the car details are different from the one I ordered?

    Please contact your retailer immediately to discuss your concerns with them.

  • Why hasn't my order gone straight to being built?

    Volkswagen UK operates what is called a managed supply system for most models, to ensure a fair distribution of available production across the retailer network. This means each retailer is allocated a set number of cars on a rolling three month basis. So when you place an order, it is advisable to check which month's allocation your car is intended for and if allocation is not available, whether it is possible to order from another retailer or when more vehicles may become available.

  • What affects lead times?

    There are two main reasons delivery could be affected, one is high demand and factory production line capacity, the other is component suppliers and the problems they face when demand increases. Volkswagen is one of the biggest car manufacturers in the world so you can be assured that we work closely with our suppliers to reduce potential impact. Please discuss your order with your retailer to consider potential alternative options if a short lead time is a key priority.

  • Why do some cars take longer than others?

    For a bespoke new car that is ordered directly from the factory, lead times will vary depending on which model and specification you choose. For example our DSG gearboxes are always in high demand across the world so lead times of vehicles with DSG are extended. Where your car is built will also affect lead times as some of our factories are outside Europe and so are subject to extended shipping times. Your retailer has up-to-date information on lead times and we encourage you to discuss this with them if a short lead time is important to you.

  • Do I have to order my car from the factory, aren't there any available staight away?

    We have a number of new vehicles built and available in our retailer and central stocks, covering the majority of our range. If a short lead time is important to you, flexibility on some of your choices such as colour and optional extras could mean you are driving away with a new car sooner than you think. Please talk to the retailer with whom you placed your order to discuss options available to you.

  • I have heard about your new Extended Factory Warranty, when should I buy this?

    It is very important you tell your retailer when you order the vehicle that you would like Extended Factory Warranty as it must be ordered when your vehicle is. Unfortunately we can't add our Extended Factory Warranty to vehicles after they are registered. However, you can extend your original vehicle warranty at the end of three years by choosing an extended aftermarket warranty.

  • Tell me an interesting Volkswagen fact

    VfL Wolfsburg, who won the German Bundesliga in 2009 (the German equivalent of the English football Premier League), is owned by Volkswagen.

  • Where is my car built?

    Our cars are built all over the world

    Your car is built in our factory in Slovak Republic

    If your car is a Polo 3 door, BlueMotion, GTI, R or Rline, it is built in our factory in Iberia. If your car is a Polo 5 door, it is built in our factory in South Africa

    Your car is built in our factory in Iberia

    If your car is a Golf estate A7, it is built in our factory in Germany. If your car is a Golf estate A6, it is built in our factory in Mexico.

    Your car is built in our factory in Mexico

    Your car is built in our factory in Germany

    Your car is built in our factory in Bratislava

build phase 2 With The Factory
  • Is it too late to make changes to my order?

    Depending on where we are with processing your order, you may be able to make very minor changes. Please contact your retailer to discuss.

  • What do I do if the car details are different from the one I ordered?

    Please contact your retailer immediately to discuss your concerns with them.

  • What affects lead times?

    There are two main reasons delivery could be affected, one is high demand and factory production line capacity, the other is component suppliers and the problems they face when demand increases. Volkswagen is one of the biggest car manufacturers in the world so you can be assured that we work closely with our suppliers to reduce potential impact. Please discuss your order with your retailer to consider potential alternative options if a short lead time is a key priority.

  • Why do some cars take longer than others?

    For a bespoke new car that is ordered directly from the factory, lead times will vary depending on which model and specification you choose. For example our DSG gearboxes are always in high demand across the world so lead times of vehicles with DSG are extended. Where your car is built will also affect lead times as some of our factories are outside Europe and so are subject to extended shipping times. Your retailer has up-to-date information on lead times and we encourage you to discuss this with them if a short lead time is important to you.

  • Do I have to order my car from the factory, aren't there any available staight away?

    We have a number of new vehicles built and available in our retailer and central stocks, covering the majority of our range. If a short lead time is important to you, flexibility on some of your choices such as colour and optional extras could mean you are driving away with a new car sooner than you think. Please talk to the retailer with whom you placed your order to discuss options available to you.

  • Tell me an interesting Volkswagen fact

    VfL Wolfsburg, who won the German Bundesliga in 2009 (the German equivalent of the English football Premier League), is owned by Volkswagen.

  • Where is my car built?

    Our cars are built all over the world

    Your car is built in our factory in Slovak Republic

    If your car is a Polo 3 door, BlueMotion, GTI, R or Rline, it is built in our factory in Iberia. If your car is a Polo 5 door, it is built in our factory in South Africa

    Your car is built in our factory in Iberia

    If your car is a Golf estate A7, it is built in our factory in Germany. If your car is a Golf estate A6, it is built in our factory in Mexico.

    Your car is built in our factory in Mexico

    Your car is built in our factory in Germany

    Your car is built in our factory in Bratislava

build phase 3 Build Week Confirmed
  • How long does it take to build my car?

    It depends on a lot of factors, but to give you some idea it takes around 30 hours to build a Golf, split over two to four days.

  • How many cars do you build each year?

    In 2011, Volkswagen produced 5 million cars worldwide, and Volkswagen Group produced 11 million vehicles.

  • How many cars do you build every day?

    18,000 Volkswagens are produced every week day, worldwide.

  • How many parts go into making my Volkswagen?

    Around 10,000 parts go into making a Volkswagen. In 2011, over 50 billion parts were used worldwide.

  • What happens when my car is confirmed for build - does it get built straight away?

    Vehicles are typically confirmed for build four weeks before they actually begin being built. This is to ensure the exact components are available at exactly the right time for your bespoke order. To give you an example of how complicated this can be, with all the engines, derivatives and options available on our model range, there are around 100,000 different build combinations available to order in the UK alone.

build phase 4 Build In Progress
  • How long does it take to build my car?

    It depends on a lot of factors, but to give you some idea it takes around 30 hours to build a Golf, split over two to four days.

  • How many cars do you build each year?

    In 2011, Volkswagen produced 5 million cars worldwide, and Volkswagen Group produced 11 million vehicles.

  • How many cars do you build every day?

    18,000 Volkswagens are produced every week day, worldwide.

  • How many parts go into making my Volkswagen?

    Around 10,000 parts go into making a Volkswagen. In 2011, over 50 billion parts were used worldwide.

  • What happens when my car is confirmed for build - does it get built straight away?

    Vehicles are typically confirmed for build four weeks before they actually begin being built. This is to ensure the exact components are available at exactly the right time for your bespoke order. To give you an example of how complicated this can be, with all the engines, derivatives and options available on our model range, there are around 100,000 different build combinations available to order in the UK alone.

build phase 5 In Transit
  • How do they manage all those vast arrays of cars at a car transporter port?

    We use suppliers who specialise in new vehicle deliveries, who use computer systems specifically designed for the purpose.

  • What's the furthest distance it might have to come?

    We ship vehicles from as far afield as South Africa and Mexico as well as from our European ports. When the vehicles land in our UK ports some only have to go 1 mile down the road to their retailer, others go 250 miles. Average mileage when a vehicle hits the UK is approximately 100 miles.

build phase 6 Arrived In The UK
  • How do you get so many cars on a transporter?

    Current transporters will load a maximum of 11 small vehicles. Trailer manufacturers design the trailers based on UK legislation relating to the maximum length, height and width of trailers allowed on UK roads. Maximising the efficiency of the equipment means more cost effective deliveries.

  • Can you deliver the car to my home address?

    Unfortunately not, as all of our vehicles undergo a pre-delivery inspection at the retailer before they are given to customers. This inspection allows us to check that your vehicle specification is correct and to fit any Aftermarket Accessories that you may have ordered. The pre-delivery inspection also includes a road test where our qualified technicians check that your vehicle is running as it should be.

  • What sorts of things affect delivery?

    Volkswagen Group operates a massive worldwide logistical operation and for European built vehicles, we aim to deliver the vehicles to retailers within 14 days of arriving at their port of exit. Vehicles built outside Europe in South Africa, Brazil and Mexico will take longer to get to retailers, typically around six weeks after build. Our standard delivery times can be extended during peak registration months due to overwhelming demand for vehicles. Other factors which can affect delivery are the weather, especially during the winter months, and even things like problems on the road network and trucks breaking down.

build phase 7 Your Car Has Arrived
  • Can I add an aftermarket option like Bluetooth to my new car?

    Of course you can, speak with your retailer as soon as possible to discuss your requirements and to ensure they can order your chosen option and get it fitted to your vehicle before you collect it.

  • Will you show me how to work things like my satellite navigation system?

    Absolutely. As part of our vehicle handover process we will show you how to use all features and options that you may be unfamiliar with. If there is anything in particular you are a bit worried about, please let your retailer know and they will make sure you are completely comfortable with it before you drive away.

  • Can I buy a service plan?

    You have up to 90 days after your vehicle is delivered to buy a service plan. Your retailer will be able to give you more information.