Vatfree.com
Does my stamped receipt have an expiration date? /

Your goods should be exported before the end of the 3rd month after the month of purchase. Your customs stamp (or export documents in case you goods were exported by a shipping company) will prove your goods were exported on time.

If your goods have been exported on time, you can submit you receipt for a VAT refund until the end of the 5th year, after the year of purchase.


The expiration period varies per country. Check the guidelines in the overview below.

AU Austria 3 years / 1095 days 
BE Belgium 3 years / 1095 days
BG Bulgaria 5 years / 1825 days 
CR Croatia 5 years / 1825 days 
CY Cyprus 5 years / 1825 days 
CZ Czech Rpblk 5 years / 1825 days 
DE Germany 4 years / 1825 days 
DK Denmark 1 year / 365 days 
ES Spain 5 years / 1825 days 
ET Estonia 5 years / 1825 days 
FI Finland 5 months / 150 days 
FR France 6 months / 180 days 
GR Greece 90 days 
HU Hungary 5 years / 1825 days 
IR Ireland 5 years / 1825 days 
IT Italy 3 months / 90 days 
LI Lithuania 5 years / 1825 days 
LU Luxembourg 5 years / 1825 days 
LV Latvia 5 years / 1825 days 
MT Malta 5 years / 1825 days 
NL Netherlands 5 years / 1825 days 
PL Poland 7 months / 210 days 
PT Portugal 5 years / 1825 days 
RO Roemania 5 years / 1825 days 
SE Sweden 1 year / 365 days 
SK Slovakia 5 years / 1825 days 
SV Slovenia 5 years / 1825 days 
UK United Kingdom 1 year / 365 days

*Stamped receipts for purchases made in Belgium are valid until December 31st of the third year after purchase date.

 

How can I safely share a copy of my passport? /

We encourage you to block the sensitive information of your passport yourself, before you send us a copy for our administration. After you have blocked the sensitive information of your passport, you can also print it, write over it by hand, and rescan this copy. This will make identity theft with the copy of your passport extremely difficult and unlikely to occur.
 

Details to block: social security number, photo, signature

Details that should stay visible: passport number, name, country, expiration date
 

The specimen below is an example of a Dutch passport. Your own passport and the position of sensitive details may differ. 
 

Example:


 

Please note that all European companies are obligated to store sensitive information, like the copy of your passport, in a secure and safe way. 

At vatfree.com we comply by always blocking the sensitive information of your passport before saving it permanently to our system. 

The Dutch Data Protection Association has advised us to always block your social security number, photo and signature. Furthermore, the original upload of your passport is deleted from our system after we have blocked this information. 

Lastly, we only share these copies of your documents (with blocked sensitive information) when the retailer or tax administration requires them.

Where can I submit my payment details? /

You can submit you payment details in your account.



- Log in to your account
- On your 'My account' page, scroll down to the section 'Preferred payment method'
- Select your preferred payment method
- Submit and check your details

After you have submitted your payment details, find out how to request payment here.


Can I request a VAT refund for online/webshop purchases? /

Yes, you can submit VAT refund claim for goods bought from European online shops. There are two situations that will determine which procedures you must follow to claim the VAT.

Situation a: Your online purchases were delivered to an address in Europe.
1. Register your receipt in your account.
2. Get a customs stamp on your receipt or tax-free form at the airport.
3. Upload a photo of your stamped receipt the receipt registration in your account.

Situation b: Your online purchases were delivered to your home address outside of Europe.
1. Register your receipt in your account as a 'cargo' receipt. You can find detailed instructions on how to do this here.
2. Choose the option 'register a cargo receipt'.
3. Choose the option 'exported by post' (after choosing the store and filling in receipt details).
4. Upload the requested documents to prove your goods were posted directly to your non-EU address. You can find more information about these documents here.

Please note:
 Most EU webshops will provide the option to list a billing address and a delivery address during check-out from your shopping cart. If the option for a billing address is provided, please list your foreign billing address. The delivery address can be a European address. If the option for a billing address is not provided, please add your name and foreign address in a remark field or add it by hand on the printed invoice you take to customs.


How do I know if a store will cooperate with refunding my VAT? /

In our shopping guide you will find 55.000 stores that cooperate with refunding your VAT via vatfree.com.

The colored logo's that mark the shops in our guide indicate whether a shop will cooperate or not.




 Partner store (magenta logo) This is a vatfree.com partner store. Refund is guaranteed








 Pledger store (blue logo) This shop is cooperating on a regular basis, or has cooperated in   the past, and has pledged to participate. Refund is very likely








New store (white logo) This shop may or may not be willing to cooperate in refunding VAT. Some vatfree.com members may have already registered a receipt from this store and are waiting for their refund. When the shop decides to participate (or not), we will update this status. Cooperation status is unknown







Non-cooperative store (grey logo) This shop has indicated to us in the past that they do not wish to cooperate with VAT refunds via vatfree.com. This means that we can not process your VAT refund request for your receipt from this store. Please do not send us your original receipt from this store. You might need it to request a VAT refund from them directly or via another refund agency. Refund is very unlikely,

Can I submit a claim for British webshops? / No, you can not submit a VAT refund claim for UK online shops. In the UK, online purchases are not eligible for VAT refunds.Why do I need to post my receipts to your office? /

In most cases, you don't need to send your receipts to our office in the post.

Sometimes though, the tax administration requires us to receive, check, and archive original receipts, in order to prevent double entries and fraud. We kindly ask for your understanding in this matter.


We will let you know in the app if your receipt needs to be posted. 


If you're not sure whether your receipt needs to be posted, please contact us by email ([email protected]). 

With a Cargo request, do I still need to send my original receipts to your office? / If you submit a cargo request (for goods exported by a shipping company), you do not need to send your original documents to our office in the post. Instead, you can simply upload copies of your receipts and digital export documents. These digital export documents are sufficient to prove that your goods have been exported to a non-EU country.

You can see how to submit a cargo receipt here.

If you have exported your goods by airplane, boat or car yourself please read out instructions here.Where is your office located? / Our office is located in Amsterdam, the Netherlands.Can I submit a claim for goods that have been exported by a shipping company? /

Yes, you can submit a claim for goods that have been exported by a shipping company (ocean freighter). These are called 'cargo' claims.

You can read about what documents you will need to provide here.

A detailed guide on how to register a cargo receipt can be found
here.

What do I need to show the customs officer in order to get a customs stamp? / To get a customs validation stamp on your purchase receipts you will need to show/provide customs officers the following items:


After the Customs officer has checked your documents (he/she may require to see the goods), the officer will stamp your receipts.

Do I need to send my original documents to your office in the post? (NATO) /

No, If you are a NATO employee you don't have to send your receipts and customs documents to our office in the post. You may submit your claim digitally. After you have registered your receipts in your account your claim will automatically be pushed through to be checked by our staff.

Please check your receipt status. If your receipt status is 'waiting for original' this is not correct. In this case please contact us by email.

Am I eligible for a VAT refund? / You are eligible for a VAT refund if you meet the NEMS-requirements:


Please note:
There are also requirements for purchase receipts which you can read about here.

Where can I get a customs stamp at Schiphol, Amsterdam airport? /

Location: departure hall 3, before the check in desks and passport control.

Opening hours: 6:00 – 22:00 

If you are not able to visit the customs office within their opening hours, you can call the following number: +31881583900. A customs officer will come down to the customs office in departure hall 3 to stamp you receipts. Please call 15 minutes in advance. This service is available 24/7.

Opening hours: 6:00 – 22:00 

I forgot my password. What now? /

1. Go to the login page via the website or app

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2. Click the white/grey button (towards the bottom of the login page) 'Click here to reset your password'

Restet_1.png


3. Fill in the email address you used to create an account
4. Click the button 'Send password reset code'

reset_2.png


5. You will now be directed to a page where you can enter your 'Reset code'. IMPORTANT: Please leave this page open.reset_4.png


6. Go to your email inbox, and find our email which contains your reset code
7.  Copy the reset codereset_5.png



7. Paste your reset code in the '
Reset code (sent by email)' field on the page from the steps before.
8. Enter a new password of your choice in the fields 'Password' and 'Repeat password'
9. Click the button 'Reset password'

reset_4_kopie.png


You should now be able to log in using your email address and your new password when logging in to our website or via the app.


What if I am stationed at Brunssum? /

At the moment of purchase, request for a Customs Tax Invoice from a store employee. Please note that only shops with a licence to sell to military staff are able to provide you with this type of invoice. Your station can provide you a list of licensed shops. Furthermore, only items with a minimum purchase amount of €46 (including VAT) can be listed on the CTI for a VAT refund.

After visiting the store go to your NATO base administration office to get a stamp on the Customs Tax Invoice for approval


(*) Please make sure to upload a copy of the front and back of your NATO ID
(**) When registering your receipt under the receipt page, make sure to upload the copy/scan of your receipt AND Customs Tax Invoice

What if I am stationed at Geilenkirchen? /

- Request a VAT and Excise Duty exemption certificate from your station
- Register your receipt and certificate in your vatfree.com account

(*) When registering your receipt make sure to upload the copy/scan of your receipt AND VAT and Excise Duty exemption certificate. For every receipt registered a copy of the certificate should be uploaded

What about import duties? /

Each country has an import free threshold. This threshold varies per country. If your purchase amount exceeds this threshold, you will be required to declare your goods and pay import duties upon arrival in your country of destination. The thresholds of most countries can be found at customs-guidelines-for-travel.

Declaring goods is a responsibility each traveler has, whether the VAT is claimed back or not. Once you leave the EU, it is up to customs in your home country to check if travelers declare their goods.

In the Netherlands you are allowed to import new goods with a total purchase amount of € 430,00 or less per person, duty-free. This means that if the total value of goods exceeds € 430,00, import duties will be charged by customs upon arrival (and after you declare the goods). Import duties differ per country.

What do I do with my receipts? /

1. Create an account via our app or website

2. R
egister your receipt in your account

3.
 G
et a customs stamp on your receipt or tax-free form at the airport 

4.
 Check your receipt registration in the app for further instructions. You might need to send the receipt to our office in the post

How do you handle my data? /

You can find our full privacy statement here.

Your personal data sent to vatfree.com is treated as confidential in accordance with the EU General Data Protection regulation. According to EU law, personal data can only be gathered legally under strict conditions, for a legitimate purpose. 
Furthermore, persons or organisations which collect and manage your personal information must protect it from misuse and must respect certain rights of the data owners which are guaranteed by EU law. 


Is there a vatfree.com mailbox at the airport? /

To submit your request at the airport, please deposit your envelope with receipts in a mailbox of the national postal service. Make sure to register your receipts in the vatfree.com app or website first.

All airports have a general postal office or mailboxes of the national postal service in various locations. To be sure, check the airport website or contact customer services a day before your departure. You can also ask an airport employee to point you in the right direction.

At Schiphol, Amsterdam airport you can use the orange mailboxes. There is an orange mailbox located across the hall from customs. 

Don't forget to use an envelope, a postal stamp, your contact details and registration numbers.

What is your address for postal mail? /

Our address for regular mail:

vatfree.com
att: Web
P.O. Box 37234
1030 AE Amsterdam
The Netherlands


Our address for courier mail:

Many couriers can not deliver to P.O. boxes because they require somebody to sign for delivery. Make sure to always ask your courier if they require somebody to sign for delivery. If the answer is yes, don't use the address mentioned above. Instead, use the address below:

vatfree.com / Smeenk
Nieuwendammerkade 28a14
1022 AB Amsterdam
The Netherlands

Telephone number: +3188 828 37 33

How can I avoid paying transaction costs? /

To avoid paying transaction costs you can:

What if the customs office is closed? /

If the customs office at your European airport of departure is closed you have 2 options:


1.
Go to the customs office at your non-EU airport of arrival

At your non-EU airport of arrival, you can:

a. go to the customs office where you can 'declare your goods'. These offices are located between the bagage claim belts and the exit.
b. go to a customs office after the exit. Customs offices are often located in departure halls close to check in. Ask an airport employee to point you in the right direction.

Please note; if there is no date included in the stamp, please ask the customs official providing the stamp to write the date of entry with a signature next to the stamp.


2. Call the customs office 24/7 helpline

Customs officers are usually present at the airport 24/7. Often, you will be able to call customs by phone, 15 minutes in advance, after which a customs officer will come down to the office to stamp your receipts. These telephone numbers are often listed on the customs desk window or counter. If you think you will be at the airport before or after customs opening hours, we advise you to contact the airport a day before your departure. Ask them if there is a 24/7 customs service available and if yes, if they can provide the telephone number/location of this service.

At Schiphol, Amsterdam airport customs are open 24/7. If there is nobody behind the desk, check the customs counter/window to find the telephone number. Somebody will come down to stamp your receipts.

Where can I get a customs stamp if I am leaving the EU by ship? / If you leave the EU by ship, you should be able to get a customs stamp at a customs office at the harbour (when leaving the EU or arriving in a non-EU country). Please be aware that not all harbours have a customs office. If you do not know whether the harbour has a customs office, contact the harbour customer service or your ocean liner to ask this. What about military and/or Nato personnel? / If you are stationed at the Military bases Geilenkirchen, Brunssum or Mons/Bergen (SHAPE), you might be eligible to shop tax-free. Please see our FAQ for NATO personnel below. What are your payment options? /

Our payment options are:

- CreditCard (€2,- transaction costs)
- European SEPA/IBAN debit account 
- PayPal (€2,- transaction costs)
- Alipay China
- WeChat 

Can I get a VAT refund from any store? /

Most stores are more than happy to cooperate with refunding your VAT. However, some stores choose not to offer you this service. 

Stores are not obligated by EU law to cooperate with refunding your VAT. They may also choose to pay the VAT to the government during their periodic tax returns. Even though you are in your right by EU law to reclaim the VAT, and a store merely has to perform a small act, some stores choose not to be of service.

To make sure you will be able to get a VAT refund, shop at stores that guarantee a refund. These stores can be found in our shopping guide (also available in our app for iOS and Android). The colored logo's in our shopping guide will tell you wether a store cooperates or not:



 Partner store (magenta logo) This is a vatfree.com partner store. Refund is guaranteed.






 Pledger store (blue logo) This shop is cooperating on a regular basis, or has cooperated in   the past, and has pledged to participate. Refund is very likely.






New store (white logo) This shop may or may not be willing to cooperate in refunding VAT. Some vatfree.com members may have already registered a receipt from this store and are waiting for their refund. When the shop decides to participate (or not), we will update this status. Cooperation status is unknown.





Non-cooperative store (grey logo) This shop has indicated to us in the past that they do not wish to cooperate with VAT refunds via vatfree.com. This means that we can not process your VAT refund request for your receipt from this store. Please do not send us your original receipt from this store. You might need it to request a VAT refund from them directly or via another refund agency. Refund is very unlikely.

 

How do I know you have received my receipts? /

When we have received and processed your original stamped receipts at our office, we will notify you in the message center of the app and by email.

You can also keep an eye on the status of your receipts by logging in to your account and going to the 'my receipts' page. When we have received and processed your original receipts, your receipt status will change from 'waiting for originals' to 'waiting for visual validation'. This means we are in the process of checking and approving your receipt.

What do the colored logo's in the shopping guide mean? /

Shopping guide logo's and their meaning:





 Partner store (magenta logo) This is a vatfree.com partner store. Refund is guaranteed.








 Pledger store (blue logo) This shop is cooperating on a regular basis, or has cooperated in   the past, and has pledged to participate. Refund is very likely.








New store (white logo) This shop may or may not be willing to cooperate in refunding VAT. Some vatfree.com members may have already registered a receipt from this store and are waiting for their refund. When the shop decides to participate (or not), we will update this status. Cooperation status is unknown.







Non-cooperative store (grey logo) This shop has indicated to us in the past that they do not wish to cooperate with VAT refunds via vatfree.com. This means that we can not process your VAT refund request for your receipt from this store. Please do not send us your original receipt from this store. You might need it to request a VAT refund from them directly or via another refund agency. Refund is very unlikely.

 

Where can I get a customs stamp if I am leaving the EU by car? /

If you leave the EU by car, you can get a customs stamp at a customs office at the EU/non-EU border. Get a stamp at the last EU-country, when you cross the border out of the EU.

 

What if a store is not listed in the shopping guide? /

If the store where you did your purchases is not listed in our shopping guide, this means that this store has never been approached for a VAT refund by vatfree.com before. You are most welcome to register your receipt from this store, however, a VAT refund is not guaranteed.

We advise you to contact the store first to determine whether they have a preferred VAT refund process in place. If not, please ask them whether they would be willing to cooperate with refunding your VAT via vatfree.com. If they confirm, please feel free to proceed with registering your receipt. You can learn how to add a shop to our shopping guide here.

Do I need a customs stamp for goods that have been exported by a shipping company? /

If your goods were exported by a shipping company you do not need to get a customs stamp. Instead, you should ask your shipping company to provide official export documents

You can also provide official import documents from the non-EU country your goods are exported to.

Please make sure the correct information is mentioned and readable (english) on your export and import documents. Otherwise we can not process your claim.

If you export your goods by airplane or car yourself please read our instructions here.

What is tax-free shopping? / Shopping tax-free is, in essence, claiming a VAT refund after you have paid the VAT in-store.

VAT (
value added tax)  is a consumer tax and varies between 4% and 27% in the EU. It is included in all prices you pay for goods and services.

You are eligible for a VAT refund if you live outside the EU and if you export the goods to your country of origin. A VAT refund is only possible over goods, not services.

The VAT is included in the purchase price. You therefore pay it in the store when you buy goods and you claim it back afterwards.
What if I am a EU citizen, but live outside of Europe? / If you are a European citizen you are eligible for a VAT refund if you can prove that you live outiside of the EU by providing a copy of a long term visa or residence permit from a non-EU country.What if I was not able to get my receipts stamped? /

If you are not able to get your receipts stamped at a customs office at your European airport of departure, you can do two things:

1. Go to the customs office at your non-EU airport of arrival

At your non-EU airport of arrival, you can:

a. go to the customs office where you can 'declare your goods'. These offices are located between the bagage claim belts and the exit.
b. go to a customs office after the exit. Customs offices are often located in departure halls close to check in. Ask an airport employee to point you in the right direction.

Please note; if there is no date included in the stamp, please ask the customs official providing the stamp to write the date of entry with a signature next to the stamp.

2. Call the customs office 24/7 helpline

Customs officers are usually present at the airport 24/7. Often, if the customs office is closed, you will be able to call customs by phone, 15 minutes in advance, after which a customs officer will come down to the office to stamp your receipts. These telephone numbers are usually listed on the customs desk window or counter. If you think you will be at the airport before or after customs opening hours, we advise you to contact the airport a day before your departure. Ask them if there is a 24/7 customs service available. If yes, ask if they can provide the telephone number/location of this service. 

Information about customs at Schiphol can be found here.


Please note;
without a customs stamp we can not process your VAT refund request. Without a stamp from customs, we are not allowed by the tax administration to process your claim. Doing so can result in high fines for our company and the store. We kindly ask for your understanding in this matter.

 

What is your address for postal mail? /

Our address for regular mail:

vatfree.com
P.O. Box 37234
1030 AE Amsterdam
The Netherlands


Our address for courier mail (DHL, FedEx, etc.):

Many couriers can not deliver mail to P.O. boxes (like the address mentioned above) because they need somebody to sign for delivery. Make sure to always ask your courier if they require somebody to sign for delivery. If the answer is yes, don't use the address mentioned above. Instead use the address mentioned below:

vatfree.com / Smeenk
Nieuwendammerkade 28a14
1022 AB Amsterdam
The Netherlands
Telephone number: +3188 828 37 33


Do you have a tracking number for your mail?
If yes, send it to us via email. We can mark your receipts as received and processed in advance. This will speed up your refund process.

Don't forget to use the correct amount of postal stamps!

 



 

What if the customs officer refuses to stamp my receipts? /

Before you go to customs to get a stamp, always make sure you can meet customs and receipt requirements.

If a customs officer at the European airport you are departing from refuses to stamp your receipts, you can try getting the customs stamp at your non-EU airport of arrival instead.

At your non-EU airport of arrival, you can:

a. go to the customs office where you can 'declare your goods'. These offices are located between the bagage claim belts and the exit.
b. go to a customs office after the exit. Customs offices are often located in departure halls close to check in. Ask an airport employee to point you in the right direction.

Please note; if there is no date included in the stamp, please ask the customs official providing the stamp to write the date of entry with a signature next to the stamp.

Please note; 
without a customs stamp we can not process your VAT refund request. Without a stamp from customs, we are not allowed by the tax administration to process your claim. Doing so can result in high fines for our company and the store. We kindly ask for your understanding in this matter.

 

Where can I find copies of my customers receipts? /

In every invoice email we send you, you can find a link to your personal store portal. In your personal shop portal you can find an overview of all your open and paid invoices.

On every invoice page you will find two PDF files:

1. Your invoice

2. Image scans of your customers original receipts and their tax-free forms

We advise you to bookmark your shop portal so you can access your documents at all times.

What if my store has run out of tax free envelopes and forms? / If your store has run out of tax free envelopes and forms, you can order a new batch by calling us or sending us an email at support. Please provide your store name and address. As soon as we have received your request we will send you a package in the post, or drop it off at your store.

I need to send in my receipt, but what if my receipt is also my warranty? /

Many shops will print a different warranty receipt that it is not part of the purchase receipt. If this is not the case, be sure to make a copy/photo of your purchase receipt for warranty matters, or have a copy of the receipt stamped at EU-Customs so you can keep the original (customs will only stamp a copy if you can show them the original at the same time).

What is your service fee? /

At vatfree.com, we charge a service fee of 30% of the VAT on your purchase receipt, with a minimum of €2,50 and a maximum of €80,- per receipt. Example calculations of our service fee can be seen below.

We guarantee the highest refund in the market as our service fees are the lowest. And we are proud of it! If you find a lower service fee somewhere else, let us know and we will adjust the refund amount for you.


Example 1:

- Total VAT on your purchase receipt: € 100,-
- Service fee: € 30,- (30% of the VAT on your receipt, with a maximum of €80,-)
- Refund: € 70,-

Example 2:

- Total VAT on your purchase receipt: € 600,-
- Service fee: € 80,- (30% of the VAT on your receipt, with a maximum of €80,-)
- Refund: € 520,-

 

Please note; an additional transaction fee might be charged depending on which payment option you choose.

Do I need to use a postal stamp? /

Yes, you need to use a postal stamp on your envelope.

Am I eligible for a VAT refund if I am an international Student or Expat living in the EU? / If you are an international student or Expat and staying in the EU for six months or less, you are also eligible for a VAT refund.

If you are staying in the EU for a period of six months or more, and you are planning to leave the European Union anytime soon, make sure to deregister from city hall. You will then receive a confirmation of your de-registration which you will need once you visit EU-Customs for a Customs stamp.

Please note You can only reclaim your VAT over purchases made in the last three months before leaving the EU.

Can you return/forward my receipt to me? /

Unfortunately we can not return your original receipt to you, or forward it to another party.

Our terms and conditions (article 8) and our shopping guide mention that we are unable to return or forward original receipts to customers, uncooperative stores or competitors. This would become very costly and time consuming, especially since we do not charge a service fee for receipts and the corresponding VAT amount in case they are not refunded by the store.

We therefore always advise you to check our shopping guide first, to determine wether a store will cooperate with refunding your VAT via vatfree.com, before you send your receipts to our office in the post.

If you need your receipt for warranty reasons, please make sure the store makes a copy of your receipt which you can use for warranty. Often they will provide this automatically during purchase. Always ask to be sure.

Do you pay me automatically? /

No, we do not pay you automatically. 

To receive payment:

Keep an eye on the status of your receipts. When your receipt status is 'paid by shop' you can request payment. You can request payment on your 'my receipts' page. Click the green button to start the payment process. The green button will become visible after the store has processed your claim and your receipt status is 'paid by shop'.



You can read our full Covid-19 statement
 here

What is your service fee? /

At vatfree.com, we charge a service fee of 30% of the VAT on your purchase receipt, with a minimum of €2,50 and a maximum of €80,- per receipt. Example calculations of our service fee can be seen below.

We guarantee the highest refund in the market as our service fees are the lowest. And we are proud of it! If you find a lower service fee somewhere else, let us know and we will adjust the refund amount for you.


Example 1:

- Total VAT on your purchase receipt: € 100,-
- Service fee: € 30,- (30% of the VAT on your receipt, with a maximum of €80,-)
- Refund: € 70,-

Example 2:

- Total VAT on your purchase receipt: € 600,-
- Service fee: € 80,- (30% of the VAT on your receipt, with a maximum of €80,-)
- Refund: € 520,-

 

Please note; an additional transaction fee might be charged depending on which payment option you choose.

Where can I get a customs stamp? /

You can get a customs stamp at:
 

  1. a customs office, at the European airport (or harbour/border) you are leaving from.
    At many European airports, customs offices are located at international departures. To find out where customs offices are located, check the website of the airport or contact their customer service before the day of your departure. 
    Information about the customs office at Schiphol, Amsterdam airport can be found here.

    Please note that some European airports have digital tax free validation systems. These digital validation systems work only on receipts from stores from that specific country. To validate your receipts from other countries you can do two things: a. locate a customs office where they can provide a traditional customs stamp or b. go for option 2 mentioned below.

     
  2. a customs office, at the airport of your non-EU homecountry. 
    At your non-EU airport of arrival, you can choose to go to the office where you can 'declare your goods'. These offices are located between the bagage claim belts and the exit.
    You can also find a customs office after the exit. The customs office are often located in departure halls close to check in. Ask an airport employee to point you in the right direction.
    Please note; if there is no date included in the stamp, please ask the customs official providing the stamp to write the date of entry with a signature next to the stamp.

     

 

What are the requirements for purchase receipts? /

To be eligible for a VAT refund you must have a purchase receipt or a tax-free form that meets the tax administrations requirements. The following information must be visible on your receipt:


• Details of the shop (name, address, country of shop)
• Details of yourself as buyer (name, country of non-EU residency, passport number)
• Date of purchase 
• Description of goods 
• Total purchase amount
• Total VAT amount


Please be aware that not all shops will offer you a proper receipt. Therefore, be sure to check your receipt before leaving the store. If the store is not able to print the below mentioned information on your receipt, you may also write it by hand on your receipt and your tax-free form.

What if I have receipts (from a Dutch store) with a purchase amount lower than €50,-? /

In general, we can not process a receipt for a VAT refund (from Dutch stores) if it has a total purchase amount of less than €50,-. The minimum spend threshold for receipts from Dutch stores is €50,-.
 

There is one exception. If you have multiple receipts, from the same store, issued on the same day, you are allowed to add your receipt with a low purchase amount to the registration of another receipt from this store and day. The total purchase amount of the receipts combined must be over €50,-.
 

You may add the receipt of lower than €50,- to one other receipt. Please register all other receipts from this store and day separately.
 

If you wish to combine receipts to form one request, you can follow the steps below:

Can I join vatfree.com if I am affiliated with Global Blue, Premier Tax Free, Planet or Innova taxfree etc.? / Yes! We offer an inclusive service which means every merchant or shop is welcome to join, even if you have another partnership with a different VAT refund company. Offering our tax-free shopping service next to other refund partners will give your customers more choice as we are the fastest growing mobile option with the highest refund guaranteed to the most diverse traveler groups.







What documents do I need to provide if my goods were exported by a shipping company? /

If your goods were exported by a shipping company you do not need to get a customs stamp on your receipt (from a customs office at the airport). Instead we will need to receive 2 official customs documents (mentioned below).

Ask your shipping company to draw up these documents before you ship your goods. These documents can not be provided by your shipping company after your goods have already been shipped.

 

  1. 'EX-A' export document
    The EX-A document is an official document following specific guidelines, drawn up by your shipping company for customs, which describes the type and value of your goods. This will allow customs to determine wether the goods can be exported. At the final border within the EU, the EX-A document will be checked and validated by customs.

     
  2. 'Confirmation of Exit' export document.
    Once customs approves the export and the goods have actually left the EU, your shipping company will automatically receive a Confirmation of Exit from customs. The Confirmation of Exit contains information like the date of exit and customs office details. 



Some shipping companies provide the EX-A and Confirmation of Exit separate from each other. Some companies combine the the 2 documents to form 1 document. In the example below the documents have been combined.

Please note; there are strict requirements regarding the information that should be present on your export documents.  You can read more about the requirements here.


EXAMPLE






 

What if a store does not wish to cooperate with refunding my VAT? /

1. Contact the store
If a store chooses not to cooperate with refunding your vat via vatfree.com we advise you to contact them directly, either via their customer service, or through social media.

2. Help the store help you
For the store's reference, add copies of your original stamped receipts to your email or customer service message. You can also ask us to email you our invoice for your VAT refund, which the store's payment department can use to process your request via vatfree.com.

3. Include us in the conversation
Cc-us in your message to the store so we can answer any questions if needed.

4. Ask the store to make an exception
Let the store know that you have submitted a VAT refund request via vatfree.com and ask them to make an exception for you.


We encourage you to contact an uncooperative store directly because many stores decide to change their refund policy if they receive direct questions from customers to process VAT refund requests via vatfree.com.

Please always check our shopping guide to see if a store cooperates, before you send your original receipts to our office in the post. If you have sent us original receipts from an uncooperative store, and it turns out the store does not wish to cooperate, we can not return your receipt to you or forward them to these stores, competitors or other claiming parties. We kindly ask for your understanding in this matter.

Why do I need a customs stamp? / A customs validation stamp on your receipts proves you have exported the goods back to your home country. This is one of the 4 requirements to claim back VAT.

The other 3 requirements are:

  1. that you get this customs validation stamp within three (3) months after the purchase date of your receipt
  2. that you live in a country outside the EU
  3. that the receipt meets the tax requirements and exceeds the minimum spend amount.

Customs will check all of these requirements before putting a stamp on your receipts.

Were your goods exported by a shipping company, via ocean freighter? In that case you do not need to get a customs stamp! Check the requirements here.

Where can I get a customs stamp if I am leaving the EU by train? / If you leave the EU by train, you should be able to get a customs stamp at a customs office at the train station when you cross the EU border. Either at the last station before crossing the EU border, or at the first station after crossing the EY border. Please be aware that not all train stations have a customs office. If you do not know whether the train station has a customs office, contact the train station customer service well in advance to ask this. I can't upload any documents to my app. What now? /

1. Try updating you app. If the app is not updated, not all features will work the way they are supposed to. Please update your app by finding updates in the app store.

2. Log in to your account via a browser on your computer instead of via the app. Often, if a feature is not working properly in the app, it will work in a browser.

3. Let us know by email you're having trouble and add your documents in the attachments. We'll upload them for you.

How do I register a receipt for a store that is not listed in the shopping guide? /

If the store where you bought your goods is not in our database yet, you can add the store to our shopping guide yourself. You need to be logged in to your account to add a shop to our shopping guide. When logged in, follow the steps below:

Congratulations! You've added the store to our shopping guide!

Please note; If the store where you did your purchases is not listed in our shopping guide, this means that this store has never been approached for a VAT refund by vatfree.com before (unless other stores from the same brand are listed as cooperative). You are most welcome to register your receipt from this store, however, a VAT refund is not guaranteed. We advise you to contact the shop first to determine whether they have a preferred VAT refund process in place. Please ask them whether they would be willing to cooperate with refunding your VAT via vatfree.com. If they confirm, please feel free to proceed with registering your receipt.

 


 

Why do I need a customs stamp on my receipt? /

If you export your goods by airplane or car yourself, a customs validation stamp on your receipts proves you have exported the goods back to your non-EU homecountry. It is the only official proof accepted by the tax administration that the export of your goods has been checked and validated by customs.

Do you have an office at Schiphol airport? / As a fully digital company, we can no longer justify the high operational costs of having an office in Schiphol (rent, concession costs, staff, safety etc.). This translates into faster and safer handling of your receipts, fewer queues and a higher refund amount for you!

If you wish to submit your receipts for a VAT refund from Schiphol airport, please deposit your envelope with original stamped receipts in the orange mailbox located across the hall from customs. This is a mailbox belonging to the Dutch national postal (Postnl) service. If (in departure hall 3) you deposit your envelope with receipts in this mailbox, your receipts will arrive at our office in safe and good order.

Read more on our page about Schiphol Do you have a personal mailbox at Schiphol airport for submitting receipts? /

To submit your request at the airport, please deposit your envelope with receipts in a mailbox of the national postal service.

At Schiphol, Amsterdam airport you can use the orange mailboxes. There is an orange mailbox located opposite the customs desk. 

All airports have a general postal office or mailboxes of the national postal service in various locations. To be sure, check the airport website or contact customer services a day before your departure. You can also ask an airport employee to point you in the right direction.

Don't forget to use an envelope, a postal stamp, your contact details and registration numbers.

How long does it take for my receipts to arrive at your office in the post? /

We get our mail delivered to our office once a week. Afterward, it can take up to two weeks to register all receipts we have received. Therefore, it can sometimes take up to three (3) weeks in total before your receipts are marked as 'received' in your account

When we have received and processed your original stamped receipts at our office, we will notify you in the message center of the app and by email.

You can also keep an eye on the status of your receipts by logging in to your account and going to the 'my receipts' page. 

When we have received and processed your original receipts, your receipt status will change from 'waiting for originals' to 'waiting for visual validation'. This means we are in the process of checking and approving your received receipt.

If you still haven't heard from us 3 weeks after your receipts should have arrived, please let us know.

Do I have to use my own bank account? /

No, you do not need to use your own bank account to receive your refund. You can also use the bank account of a family member or friend, or you can donate your refund to an NGO

Can you donate my refund to an NGO? /

Yes, we are more than happy to transfer your refund as a donation to an NGO like the Red Cross, Wildlife Protection (WNF) or a project of your choice. 

If you are interested in donating, you can simply fill in the details below during the request of your payment. To donate to a project of your choice, find their bank details online and submit them during the request of your payment.


Red Cross:
- Choose payment method 'IBAN/SEPA'
- Bank holder name: Rode Kruis
- Bank account: NL33 INGB 0000 0008 81


Wildlife Protection WNF (Wereld Natuur Fonds):
- Choose payment method 'IBAN/SEPA'
- Bank holder name: Wereld Natuur Fonds
Bank Account: NL31 RABO 030 0000 030


When will you pay my refund? /

Your (approximate) payment date is visible in your account:

- Log in to your account
- Go to your 'my receipts' page
- Click on your receipt receipt 
- Check the 'expected refund date'

We expect to receive your refund from the store, the latest, on or around this date. As soon as we have received payment from the store we will notify you by email.

No expected refund date visible under your receipt? This can mean that:

- We are still waiting for your original receipts to arrive at our office in the post
- Your receipts are still in the process of being checked and approved
- We are still waiting for/processing the copy of your passport

Your expected refund date will become visible after these steps have been completed.

Please note that we do not pay you automatically. You can find out how to request payment here.



Do I need to send my receipts in the post? /

As of April 2020, we process most claims digitally and you do not need to send your receipts to our office in the post. Please note; you still need to keep your receipts in a safe place until the refund process is complete. If the store requests your original receipt for payment, you will need to send it to our office in the post.

In some cases, we will need to receive your receipt in the post before we can start processing your claim. We will let you know in the app if your receipt needs to be posted. 

If you're not sure whether your receipt needs to be posted, please contact us by email ([email protected]). 

Is there a vatfree.com mailbox at the airport? /

If you want to post your receipts from the airport, please deposit your envelope with receipts in a mailbox of the national postal service.

At Schiphol, Amsterdam airporyou can use the orange mailboxes. There is an orange mailbox located across the hall from customs.

All airports have a general postal office or mailboxes of the national postal service in various locations. To be sure, check the airport website or contact customer services a day before your departure. You can also ask an airport employee to point you in the right direction.

Don't forget to use an envelope, a postal stamp, your contact details and registration numbers.

What if I don't want to share a copy of my passport? /

The Dutch tax administration obligates us to store a copy of your passport. If we do not store a copy of your passport we (and the store) risk receiving large fines due to an incomplete administration. We kindly ask for your understanding in this matter.

If you don't want to share a copy of your passport we can make an exception for you if you file a complaint against the Dutch tax administration. You can file a complaint here. Don't forget to send us your complaint form by email ([email protected]) so we can verify your account.

Filing a complaint against the tax administration does not effect you as a traveller to the Netherlands or Europe. It is standard and accepted procedure.

Don't want to file a complaint against the tax administration? Check out our guide on how to safely share the copy of your passport. We give you tips on how to block your sensitive information. This makes identity theft with the copy of your passport extremely difficult and unlikely to occur.

What is your fee for becoming a vatfree.com retail partner? /

We do not charge a fee for becoming a vatfree.com retail partner. For retail partners there is no registration fee and our core services are free. 

Our core services for retailers include: 

- a personal online database with a record of all your customers claims and information (receipt copies and tax free forms)
- a record and status of all your vatfree.com invoices (paid and open)
- free re-orders of in-store promotion materials
- tailored data of your tax-free sales
- a professional and compliant administration


Paid services include connecting your cash register to our new digital refund system called POPR. Various cash register systems in the Netherlands offer POPR as an extension in exchange for a monthly fee. For more information please contact us directly ([email protected]).
 

How can I become a vatfree.com retail partner? /

Registering to become a vatfree.com retail partner is easy and in most cases for free. You can do so by filling in our online registration form here. 

Have any questions? Don't hesitate to contact us for more information:

Email - [email protected] 
Telephone - +31 (0) 88 828 37 33

 

What is your service fee for my customers? /

At vatfree.com, we charge a service fee of 30% of the VAT on your customers purchase receipt, with a minimum of €2,50 and a maximum of €80,- per receipt. Example calculations of our service fee can be seen below.

We guarantee the highest refund in the market as our service fees are the lowest. And we are proud of it! 


Example 1:

- Total VAT on your  customers purchase receipt: € 100,-
- Service fee: € 30,- (30% of the VAT on your receipt, with a maximum of €80,-)
- Refund: € 70,-
 

Example 2:

- Total VAT on your customers purchase receipt: € 600,-
- Service fee: € 80,- (30% of the VAT on your receipt, with a maximum of €80,-)
- Refund: € 520,-

 

I have a question about my invoice! /

For questions about your invoice, please contact:

Email | [email protected]

Telephone | +31 (0) 88 828 37 33

How do I know my customer has exported his/her goods? /

You know your customer has exported his/her goods if there is a customs stamp on our tax-free form or on the receipt from your store .

When your customer goes to customs for a stamp, they check wether your customer is eligible for a VAT refund. Your customer is eligible for a VAT refund if they:

- Can show their purchase receipt
- Can show the goods bought in your store
- Can prove they live outside the EU (passport/ visa check)
- Can prove they are leaving the EU (boarding-pass check)

When all these requirements have been met, your customer receives the customs stamp and you are allowed by the tax administration to process his VAT refund request.

Which bank accounts can be submitted for the IBAN/SEPA payment method? /

IBAN/SEPA bank accounts from the below mentioned countries can be submitted for our IBAN/SEPA payment method. If your country is not included in the below mentioned list, please select a different payment method.

Country Currency
Belgium EUR
Bulgaria BGN
Cyprus EUR
Denmark DKK
Germany EUR
Estonia EUR
Finland EUR
France, including French Guiana, Guadeloupe, Martinique, Réunion EUR
Greece EUR
Guernsey GBP
Hungary HUF
Ireland EUR
Iceland ISK
Isle of Man GBP
Itally EUR
Jersey GBP
Croatia HRK
latvia EUR
Liechtenstein CHF
Lithuania EUR
Luxembourg EUR
Malta EUR
Monaco EUR
Netherlands EUR
Norway NOK
Austria EUR
Poland PLN
Portugal, including the Azores and Madeira EUR
Romania RON
San Marino EUR
Slovenia EUR
Slovakia EUR
Spain, including the Canary Islands, Ceuta en Melilla EUR
Czech Republic CZK
United Kingdom, including England, Gibraltar, Scotland, Wales and Northern Ireland GBP
Sweden SEK
Switzerland CHF
Can I process claims for receipts issued in a previous fiscal year? /

Yes, you can process requests for receipts issued in a previous fiscal year.

If your customers receipt was stamped by customs within 3 months after the month of purchase, they are allowed to submit the receipt for a VAT refund until up to 5 years after the year of purchase. 

Our invoice for your customers VAT refund will be issued in your current book year. This way you can still help your customer get a VAT refund for an old purchase.

What if my customers invoice/purchase was billed/delivered to a Dutch/European address? /

If your customers invoice was billed to a Dutch/European address, or if the purchase was delivered to a Dutch/European address, your customer can still get a VAT refund if the invoice has been stamped by customs. 

If there is a customs stamp on your customers tax-free form or on his invoice from your store, the export of the goods and your customers non-EU residency has been checked by customs and you are allowed by the tax administration to process his VAT refund request.

You can read more about the customs stamp and customs procedures to ensure your customer has exported the purchase here.

What information should be present on my export documents (shipped)? /

This article is for goods that have been exported by a shipping company.

Please note; these are strict requirements:

Your export documents should refer clearly to you (not your business) and your goods. Please make sure the following information is present on your export document:


1. Your personal name (the same as on your purchase receipt)
2. The name of the store where you have bought your goods
3. The invoice / receipt number from the store
4. The purchase value of your goods

A guide on how to register a cargo claim in your account can be found 
here.

EXAMPLE:


Is there a minimum amount I need to spend? /

In most European countries, there is a minimum spend requirement for receipts, to be eligible for a VAT refund. This minimum spend threshold differs per country. You can check the list of EU-countries with their minimum spend thresholds below to determine if your receipt can be submitted for a VAT refund:
 

Country Minimum spend threshold
in local currency
   
Belgium 125,01 EUR
Bulgaria  0
Cyprus 50,- CYP
Denmark 300,- DDK
Germany 25,- EUR
United Kingdom 30,- GBP
Estonia 38,- EUR
Finland 40,- EUR
France 175,01 EUR
Greece 50,- EUR
Hungary 50000 HUF
Ireland -
Italy 154.94 EUR
Croatia 500 HRK
Latvia 30,26 LVL
Lithuania 200,- LTL
Luxembourg 74,- EUR
Malta -
The Netherlands 50,- EUR
Austria 75,01 EUR
Poland 200,- PLN
Portugal 60,- EUR
Romania 250,- RON
Slovakia 175,- EUR
Slovenia 50,- EUR
Spain 90,50 EUR
Czech Republic -
Sweden 200,- SEK
 
Why do you need a copy of my passport and/or residence permit? /

The tax administration obliges us to store a copy of your passport to prove that you are a non-EU resident and that you are eligible for a VAT refund. Without the copy of your passport we are not allowed to process your claim. After we have received and checked the copy of your passport we are allowed to continue processing your claim.

You can read about how to safely share a copy of your passport here.

Please note; if you have a EU passport, you are also required to provide a copy of your visa or residence permit for the non-EU country you are living in.

How can I find my Alipay ID? /

1. Go to 'Me' on your home screen


2. Go to 'Settings' in your 'Me' screen



3. Go to 'Security setting' on your 'Settings' page



4. Check your phone number on your 'Security setting' page. Your phone number is your Alipay ID.

How to: register a cargo receipt /

If you wish to submit a claim for goods that have been exported by a shipping company (ocean freighter), please log in to your account and follow the steps below:

1. Go to the 'My receipts' page in your account

 


2. Click the green button 'Add new receipt'

Schermafbeelding_2019-07-02_om_13.02.23.png

 
 

3. Scroll to the bottom of the page

Schermafbeelding_2019-07-02_om_13.02.32.png

 

 

4. Click the blue text 'Click here to start the CARGO process'

Schermafbeelding_2019-07-02_om_13.02.41.png

 

 

5. Select the icon 'By a shipping company'

Schermafbeelding_2019-07-02_om_13.02.49.png

 

 

6. Upload your export documents to start registering your receipt

Schermafbeelding_2019-07-02_om_13.02.58.png

How can I process your invoice for my administration? (non-Dutch stores) /

You can process our invoice as follows: 

1. Credit the total sales amount including VAT.

2. Book the total sales amount excluding VAT with delivery to a country outside of the EU

3. Transfer the amount of our invoice (VAT amount paid by your customer) to bank account number NL63 ABNA 0486 111 725 to the attention of 'VATFREE NL B.V' stating the invoice number as the attribute. 

This procedure will automatically retrieve the VAT from the local tax Administration in your next turn-over declaration.

How do I process your invoice without paying the VAT twice? (Dutch stores) /

You are required by the tax administration to pay the VAT collected over your sales during your periodic tax returns (OB-aangifte). Refunding VAT to your customers does not mean that you will pay the VAT twice. The Dutch tax administration allows you to process our invoice for your customers VAT refund as a 'purchase invoice' for your administration. This allows you to reclaim the VAT during your periodic tax returns so you do not pay the VAT twice.

When submitting your tax returns you are permitted to submit our invoice amount (the VAT amount paid by your customer) in section 5b; 'voorbelasting'. 

If you have any questions regarding this administrative procedure, please do not hesitate to contact us:

E-mail: [email protected] Phone: +31 (0) 88 828 37 33 EXAMPLE:





/ Madrid, Spain (Barajas) /

TAX REFUND SYSTEM:
Electronic: only for receipts from Spanish stores
Manual: for receipts from other EU countries


MINIMUM SPEND THRESHOLD:
€ 90,15 per store per day for Spanish stores
Minimum spend threshold's for other countries can be found here


CUSTOMS LOCATION + OPENING HOURS:
Terminal T1, Floor 1 (Check-in)
Open from 07.00 - 22.00
Klik here for a map

Terminal T4 Satellite, Floor 2 (Boarding area)
Open 24 hours
Klik here for a map

Terminal T4, Floor 2 (Departures)
Open from 07.00 - 22.00
Klik here for a map


TIPS:
Don't forget to bring a tax free form to get your customs stamp
Don't forget to post your stamped receipts and tax free form to our office, using a postal box of the national postal service (or from your home country).
Our address details can be found here.


DOWNLOAD:
Tax-free form


Paris, France (Charles de Gaulle) /

TAX REFUND SYSTEM:
Electronic: only for receipts from French stores
Manual: for receipts from other EU countries

MINIMUM SPEND THRESHOLD:

€ 175 per store per day for French stores
Minimum spend threshold's for other countries can be found here

CUSTOMS LOCATION + OPENING HOURS:

Terminal 1 (CDGVAL Level, Hall 6)
Open during flight operation hours

Terminal 2E (Departures Level, Exit 8)
Open during flight operation hours.

Terminal 2F (Arrivals Level, Exit 10)
Open during flight operation hours.

Terminal 3 (Departures, after passport control)
Open during flight operation hours.

CONTACT DETAILS:
0811 20 44 44 (within France) 
+33172407850 (from abroad) 

TIPS:
Don't forget to bring a tax free form to get your customs stamp
Don't forget to post your stamped receipts and tax free form to our office, using a postal box of the national postal service (or from your home country). 
Our address details can be found here.

DOWNLOAD:
Tax-free formulier

London, United Kingdom (Heathrow) /

CUSTOMS SYSTEM:
Manual

MINIMUM SPEND THRESHOLD:

£30 per store per day for UK stores
Minimum spend threshold's for other countries can be found here


CUSTOMS LOCATIONS:
There are Travelex refund desks in every terminal, at check-in and after security in the departure halls.
Follow the ‘VAT refunds’ signs. 
If you don’t know which way to go, just ask one of Heathrow’s purple-uniformed multilingual Passenger Ambassadors.

Terminal 2
Check-in: Level 5, check-in zone A

Departures: Level 5, between the shops called 'Hamleys' and 'Dixons Travel' 

Terminal 3
Check-in: Ground floor, between check-in zone D and E
Departures: Level 1, between the shops called 'WHSmith' and 'World Duty Free' 

Terminal 4 
Check-in: Level 2. Two refund desks. 1. between check-in zone D and E. 2. via the lift at check-in zone G
Departures: Level 2, next to the shop 'WHSmith' and the restaurant 'Caviar House & Prunier Seafood Bar'

Terminal 5
Check-in: Level 3, check-in zone G
Departures: Level 2. Two refund desks. 1. Next to 'The Harry Potter Shop'. 2. Between the shops 'Dixons Travel' and 'WHSmith'

Find detailed maps here.


CONTACT DETAILS:

+44 845 872 7627

TIPS:
Don't forget to bring a tax free form to get your customs stamp
The refund desks in the departure halls are usually less busy and have shorter queues
To skip queues you can also book an appointment in advance (£15)

GOOD TO KNOW:

Travelex will stamp your form on behalf of UK customs and will collect it from you. They will forward your documents to our company in the post. 
Ask customs if you can make photo's of your stamped form and receipts for safety reasons, in case something happens with the post.

DOWNLOAD:
Tax-free formulier

Tax-free shopping in my store, how does it work? /

This article is meant for stores that are not using our digital refund system (POPR™) 


1. Give your customer a vatfree.com envelope and tax-free form with their purchase receipt. The tax-free form includes instructions from to requesting a VAT refund.

2.
 Tell your customer they need to register their purchase receipt in the vatfree.com app or via our website.

3.
 Tell your customer they need to get a customs stamp on their receipt or tax-free form at the airport when they leave the EU (at Schiphol the customs desk is located in departure hall 3).

4.
 Tell your customer they need to send their original receipt to our office in the post. We advise customers to post their receipt from the airport. If they are in a hurry, they can also post it from their country of origin.


Steps 2, 3 and 4 are optional. This information is also explained on our tax-free form. 

As soon as we have received your customers original receipt in the post, we are allowed by the tax administration to send you an invoice for their VAT refund. When we have received your payment for our invoice we will let your customer know by email. They can then log in to their vatfree.com account to request a payment online.

Do you want to offer exceptional customer service
 by making the VAT refund process as easy and fast as possible? Start using POPR™ and make sure to use debt collection for your invoices.

Where is the post office at Schiphol airport? /

Post office:
You can buy envelopes and postal stamps in the shop 'Service Point Schiphol Plaza'.

Find 'Service Point Schiphol Plaza' on the map here.
Service Point is located at the arrivals level, between arrivals 3 and 4, next to the shop 'Rituals'.
Open 7.00-22.00 daily.


Mail Drops (orange postal boxes):


Can I submit my Global Blue receipt/form? /

Yes, you can submit your Global blue form and receipt if the store cooperates with vatfree.com. To check if a store cooperates, please use our shopping guideThe colored logo's that mark the stores in our guide will tell you wether the store cooperates with refunding VAT via vatfree.com. 

If a store does not cooperate via vatfree.com (grey logo) we can not process your request. In that case we advise you to submit your VAT refund claim via Global Blue.

Please note that to process your request we need your receipt with a customs stamp. If customs only stamped your VAT refund form, we will need to receive both the receipt and the form. 


/

There is no certainty yet regarding this subject, however, it seems likely that the UK will leave the customs union by the end of 2020. This will mean that people from the UK will be able to shop tax-free in Europe and the other way around.

Until the end of 2020, you will be able to get your European receipts stamped by customs in the UK, before you leave the EU.

 If the UK leaves the customs union by the end of 2020, you will no longer be able


Where can I find a copy of my customer's passport? /

We can share your customer's passport copy with you on request.

Please note that your customer's passport copy will be masked; sensitive information (photo, social security number and signature) is blocked. We are obligated to block and save passport copies in line with GDPR privacy laws.

Passport information that is required by the tax administration to process a VAT refund request (name, country, passport number) is shared with you automatically on your customer's digital tax free form. You can find your customer's digital tax free form in your personal shop portal.

Where can I find my invoice? /

In every invoice email we send you, you can find a link to your personal store portal. In your personal shop portal you can find an overview of all your open and paid invoices.

On every invoice page you will find two PDF files:

1. Your invoice

2. Image scans of your customers original receipts and their tax-free forms

We advise you to bookmark your shop portal so you can access your documents at all times.

How to: register a cargo receipt (for goods exported by post - online shopping) /

This article is meant for travellers with goods that have been posted by the (online)shop directly to your non-EU home address. If your goods were posted to an address in Europe first, please register your receipt as a regular receipt and get a stamp from customs before you leave the EU. 


To register a receipt for goods exported by post, please log in to your account and follow the steps below. 


1. Add a receipt and choose the option 'register a CARGO receipt'



2. After filling in your receipt details, choose the option 'By post, sent by the (online) shop'



3. Upload your 'Confirmation of shipment' and 'POD'. You can find more information about these documents here.



What documents do I need to provide if my goods were exported by post (online shopping)? /

If your goods were sent to you directly by the online shop, you do not need to get a customs stamp on your receipt (from a customs office at the airport). Instead we will need to receive 2 documents, mentioned below. 

  1. 'Confirmation of Shipment'
    The 'Confirmation of Shipment' is a notification sent to you by the store (most often by email) in which they let you know your goods have been shipped and in which provide your tracking number.

     
  2. 'Proof of Delivery' (POD)
    You can find your POD in the app or website of your courier by using the tracking number sent to you by the online store.

After you have received your goods and these documents, you can register your receipt by following the steps described here


Corona: is customs still open at Schiphol airport? /

Currently the customs desk at Schiphol airport is still operating as usual.

Location: 
departure hall 3, before the check in desks and passport control.

Opening hours:
 6:00 – 22:00 

If you are not able to visit the customs office within their opening hours, you can call the telephone number that is displayed on the desk. A customs officer will come down to the customs office in departure hall 3 to stamp you receipts. Please call 15 minutes in advance. This service is available 24/7.

You can also go to customs at the airport in your non-EU homecountry of arrival.


Last updated 9 May 2020

Corona: can I still submit a VAT refund claim? /

Yes, you can still submit a VAT refund claim. However, please note that due to the Coronavirus outbreak there can be a delay in payment and some VAT refunds are no longer guaranteed. For more detailed information please read our Covid-19 statement here.

Last updated 9 May 2020


Corona: will I still receive my refund? /
If the store processes your VAT refund claim you will also receive payment from vatfree.com. However, please note that due to the Coronavirus outbreak there can be a delay in payment from the store and some VAT refunds are no longer guaranteed. For more detailed information please read our Covid-19 statement here.

Last updated 10 May 2020


Corona: I'm stuck in the EU and can't get a customs stamp. Now what? /

Some individuals are currently stuck in the EU due to the Coronavirus outbreak and this prevents them from getting the customs stamp on time

Currently it is not yet clear wether customs and tax administrations will provide exceptions for these cases. We have contacted the Dutch customs and tax administration and they are aware of the situation. The issue will be discussed internally.

Currently you are advised to go to customs at your earliest convenience, also if you are already late, and explain your situation to the customs officer. If you have a flight itinerary that shows a booked and missed flight due to flight restrictions please bring this with you to customs.


Corona: do you pay me automatically? /

No, we do not pay you automatically. 

To receive payment:

Keep an eye on the status of your receipts. When your receipt status is 'paid by shop' you can request payment. You can request payment on your 'my receipts' page. Click the green button to start the payment process. The green button will become visible after the store has processed your claim and your receipt status is 'paid by shop'.



You can read our full Covid-19 statement
 here

My cash register system is not working properly. Now what? /

Are you unable to print vatfree.com receipts or are you experiencing other problems with your vatfree.com cash register application? Please contact your cash register provider:

Eijsink088 055 66 77

- SRS036 548 70 31 

- ACA040 880 07 00

- SW Retail052 820 00 27

Where can I upload a copy of my passport? /

To upload a copy of your passport, you need to be logged in to your account. You can upload a copy of your passport on your account page. 


When you are logged in via the app and on your account page, scroll down to upload a copy of your passport:



When you are logged in via the website and on your account page, you can upload a copy of your passport on the right side of the page:



My receipt has been rejected. What now? /

First, check the email we sent you to let you know your receipt has been rejected. In this email we let you know why your receipt has been rejected and what you can do to fix it.

if your receipt can be re-opened for submission you will see a blue button on your receipt page 're-open receipt for submission'. Click this button to re-open your receipt, to add any missing documents.



If you do not see any button to re-open your receipt for submission, let us know by email and we will check if we can help you further.

Where can I add a copy of my boarding pass? /

You can add a copy of your boarding pass on your receipt page, during/after the registration of your receipt. You may also upload a copy of your flight itinerary instead.

Make sure your name and date of exit are clearly visible.


If your receipt has been rejected because of an issue with your boarding pass, go to the receipt in your account and click the blue button 're-open receipt for submission'. You will then be able to upload a copy of your boarding pass to your receipt. 

Can I submit a VAT refund claim for my company? /

No. Companies can not submit a VAT refund claim via vatfree.com. The tax administration does not allow us to process claims and invoices made out to a business. If you want to submit a VAT refund claim via vatfree.com you can only do so as a private person.

Find out how to submit a VAT refund claim as a business owner:

- EU-companies

- Non-EU companies

Why vatfree.com? /

Our mission is to help travellers easily shop tax-free at stores and brands that love them back.

To do that we offer the easiest online and mobile service, to the most diverse group of customers, for the highest refund guaranteed.

Why mobile?
 With airports requesting travellers to show up at least three hours before their flight, and safety procedures taking up a lot of time, most travellers have little time left to arrange getting a Customs validation stamp on their receipts. Standing in line at Customs may take up to half an hour or more. Being required to then stand in line at a desk for a cash refund, can increase the time of this entire process to an hour or more. Time is spare so we built the first ever tax-free shopping app in 2016, so travellers can finalise the refund claim once they find a spare moment, on the plane home or in the comfort of their own house.

Why diverse? We are the first and only tax-free shopping service founded by travellers, specifically for travellers, with a main focus on travellers' needs. Our service therefore ranges from helping a range of travellers from tourists, cruise passengers, military staff, expats and international students. We also are able to help travellers get back VAT over shopping made online, offline, cross border, over purchases charged with low as well as high VAT rates at shops that are either listed in our shopping guide as well as not listed and new to us.

Why the highest refund guaranteed? The most common feedback we get from travellers is that they feel uncomfortable being subjected to high fees for claiming back Value Added Tax they are entitled to. Especially after having to go through so much effort to arrange the refund. We get that. Regulation states that when exporting goods to a non-EU country, you do not have to pay VAT. For travellers to claim back the initial paid VAT, they have to stand in line at Customs, before flying back home, to get proof of the export. This can be quite stressful, take up quite some time and in some occasions even lead to missing out if queues are long and you have to catch a plane. Once the stamp is collected, the only way to claim back VAT is to contact the shop. If the shop is unwilling to cooperate, charges high fees (with or without a tax-free partner) or just takes a long time to process it all, this leads to disappointment and a feeling of dispair. Traditional tax-free shopping companies charge fees varying from 35% to 50% of the VAT amount and are only an option if shops are affiliated. We decided to use today's technology to create an open platform for all shops to easily join, without necessary contracts, and to minimise costs in such a way that we can continue to offer the highest possible refund. Our service fee starts at €2,50 per receipt with a maximum of €80. With this we hope to have helped retailers and shops as well as we believe a happy customer is a customer for life.

We would love you to join us and list your shop(s) in our shopping guide free of charge: click here to join.