Tesla Store Help

PRODUCT INQUIRY

Wall Connectors require installation by a licensed electrician and are dispatched directly to your shipping address. This allows you to receive your Wall Connector as quickly as possible and coordinate installation with your preferred electrician.

At this time, you must be a Tesla owner to purchase a wall connector or ChAdeMo adapter. Sign-In to your Tesla account to which your vehicle is registered to verify your ownership status. If you are still not able to purchase the product after signing-in, contact onlineordersEMEA@tesla.com.

Important: We are unable to verify your status when selecting "Guest Checkout". You must sign in to your Tesla account that is registered to your vehicle.

If something is out of stock, you can sign up for back in stock email alerts on the product page of the out of stock item. Whenever the item comes back, you'll be the first person to find out!

Note that receiving a back in stock email alert does not reserve the item for you. Items can and do sell out again. Please sign up again to be notified once the item is restocked.

PAYMENT & PRICING

Yes. The products on the website are shown including the applicable VAT rate for your country.

The Tesla online store accepts the following credit cards: American Express, MasterCard, and Visa. In Switzerland, we do not accept American Express credit cards.

SHIPPING

Although we strive for order dispatch within 24 hours, order volume and product availability may result in additional processing time.

Please note orders ship Monday through Friday only.

Once your order ships, you will receive a confirmation message that includes tracking information. Tracking information for your order will also be sent to you by the carrier.

Due to high demand, processing and delivery times are higher than normal. Please allow 1-2 weeks for delivery of your order. Certain products have longer processing times noted in the product description.

If your order hasn’t arrived in the estimated delivery times, please contact our support team at: onlineordersEMEA@tesla.com

At this time, we only ship to the countries in the location selector. In addition, we can only ship to the shop country in which the order is made.

We do not support orders and delivery to the following territories:

Denmark: Faroe Islands, Greenland
Finland: The Åland Islands
France: French Overseas Territories (Guadeloupe, French Guiana, Martinique, Réunion, Mayotte)
Germany: Helgoland, Büsingen
United Kingdom: Channel Islands

Unfortunately, we cannot ship to a PO box. We can only ship to a home or business address.

At this time, we only ship to the countries in the location selector. We can also only ship to the shop country in which the order is placed.

In addition, we do not support orders and delivery to the following territories:

Denmark: Faroe Islands, Greenland
Finland: The Åland Islands
France: French Overseas Territories (Guadeloupe, French Guiana, Martinique, Réunion, Mayotte)
Germany: Helgoland, Büsingen
United Kingdom: Channel Islands

RETURNS & CANCELLATIONS

Please contact onlineordersEMEA@tesla.com at your earliest opportunity. However, once your order is processed, we will be unable to grant modification requests and will need to start the return process.

At Tesla, we strive to do everything possible to ensure our customers are satisfied with their online purchases. We are happy to assist you with the return of your online order. Please see the return guidelines below.

Products may be returned for any reason within 14 days of delivery for a full refund.

Unopened wall connectors and vehicle accessories may be returned for a refund within 30 days of delivery.

If an item has been opened, but remains unused, it may be returned within the same time-frame stated above and will be subject to a 25% restocking fee.

After the 14 day period and once a product has been used, it is ineligible for return (except for cases involving product warranty) and will be returned to the sender with no refund issued.

Our Service Centers are focused on servicing customer vehicles and unfortunately cannot process any returns or refunds.

Yes, however, once your order has been processed, we will be unable to grant cancellation requests and will need to start the return process.

To initiate a cancellation or return, please contact onlineordersEMEA@tesla.com and provide the following information:
• Customer name and email address associated with the order
• Order number
• Product name
• Quantity to be returned/canceled
• Return/Cancellation Reason: Please provide a brief description on why this product didn't suit your needs.Return inquiries will be approved (or denied) within 7-10 business days of contact. If approved, a pre-paid shipping label will be provided, and the item must be shipped within 30 days or the label will expire.

Returns sent to Tesla without prior approval or pre-paid shipping label will not be processed and a refund will not be provided. If a used item is sent to Tesla outside of product warranty, it will be returned to the sender with no refund issued.

Vehicle accessories ineligible for return include, but are not limited to:
• Used/Installed accessories
• Accessories absent of their original packaging

Refunds are generally processed as soon as possible and at the latest within 14 days after the returned product has arrived at the Tesla warehouse. Refunds will be credited to the original method of payment for the transaction.

The cost of return shipping will be deducted from the refund amount unless the return was due to product defect/warranty.

TECHNICAL SUPPORT

When available, vehicle accessories will have additional product and/or installation information on their product page. If you have additional questions, please email us at onlineordersEMEA@tesla.com.

Direct-ship vehicle accessories are meant to be easily added and removed from the vehicle and do not require a Service Center visit. If technical assistance is needed, you are welcome to contact onlineordersEMEA@tesla.com.

If further assistance is required, we can help you schedule a service appointment with your local Service Center.

Email us at onlineordersEMEA@tesla.com. Customer support hours are 9:00am - 5:00pm GMT, Monday - Friday.

If you reside in Europe, Africa, or the Middle East, please contact: VehicleAccessories-EMEA@tesla.com.

If you reside in Asia or Australia, please contact: VehicleAccessories-APAC@tesla.com.

For any of the above regions, you can also contact your local Tesla Service Center for pricing and availability.

No, Tesla and its affiliates sell directly to end-consumers. We may unilaterally cancel any order that we believe has been made with a view toward resale, intended to violate our trademark rights, or that has otherwise been made in bad faith. We may also cancel your order and refund your payment if we discontinue a product after the time you place your order.