FAQ

MOST FREQUENT

- By country
France
ZappTax
23, rue JJ Rousseau
75001 PARIS

VAT number: FR 35.830.041.844 (not required)
Company registration number (SIRET): 830.041.844 00010 (sometimes requested)
Belgium
ZappTax
Rue du Boulet, 42
1000 BRUSSELS

VAT number: 0670 776 774 (required)
Spain
ZappTax
Bravo Murillo, 52 1-3
28003 MADRID

VAT number: N0173919B (required)
- Notes:
  • Stores have a legal obligation to issue invoices upon request.
  • If you wish for product warranty or insurance purposes, your first and last name may also appear on the invoice, next to the name and address of ZappTax.

    Example:
    Jean Dupond
    ZappTax
    23, rue Jean-Jacques Rousseau
    75001 PARIS

- See also questions:
- « 13. How to get a ZappTax invoice in store? Standard procedure »
- « 18. How to get a ZappTax invoice for online purchases? »
1. Add invoices
- Request invoices billed to the name and address of ZappTax when you buy.
- Complete your profile on the app (address of residence, passport upload, proof of residency if you hold an EU passport, refund method…).
- Create your trip on the app, take pictures of your invoices and upload them on the app.
These pictures must:
- Be of good quality (text must be clear and readable)
- Show the 4 edges clearly visible
- Show no angle (document must appear “flat” and not sloping)
- Note: do not request a tax-free form in store. Do not even mention you are requesting a ZappTax invoice for tax refund purposes -> it may confuse store staff who may automatically issue an in-store tax-free form.
2. Get your form scanned or stamped
- Before your departure (or sooner if you request it), we generate your tax refund documents (your “tax-free forms”) and make them available for you on the app (we will also send them to you by email).
- No need to print your forms.Before checking in your luggage at the airport or when you are about to cross the border, scan your forms directly from your smartphone at a self-serving electronic kiosk or present them to a customs officer who will either validate them electronically with a gun or type the digits of the barcode on his computer.
- Note: if you leave the European Union (EU) from a country which is different from the country where you purchased the goods (exemple: purchase in France but flight departing from Amsterdam with final check-in of your luggage in Amsterdam), print your forms and get them stamped by a customs officer at your last point of exit of the EU.
3. Receive your refund
- Electronic validation -> you have nothing else to do -> we will refund you within 24 hours (except during peak-activity periods).
- Form validated by stamp -> we will refund you as soon as a picture of your stamped form has been uploaded on the app.
- Note: for forms validated by stamp for a value > 1.000 € -> we wish to retrieve the original paper version (besides a picture). To be sent back by postal mail at one of our above-mentioned addresses. We will refund you the postage cost.
- All your purchases 👍, as long as you carry them in your personal luggage when you exit the EU.
- Exceptions:
  • Manufactured tobacco products (electronic cigarettes and e-liquids are eligible).
  • Specific means of transport such as karts, quads, snowmobiles, ultralights (bikes and electric bikes < 250 watts, trailers and caravans are eligible).
  • Mechanical parts of vehicles such as tires, brakes, engine parts…
  • Firearms, explosives, endangered species, narcotics, psychotropic substances…
  • Petroleum products.
  • Some high value cultural goods.
- If in doubt, contact us through the chat.
- Services (hotels, restaurants, taxis…) and purchases of a commercial nature are not eligible.
- Yes 👍
- Even before your arrival in the EU (get your purchase delivered to some family or friends).
- Request invoices at the name of ZappTax.
- Importantif you order from a website in another country (EU or non-EU) than the country of delivery, the online merchant must:
  • Either be VAT-registered in the country of delivery (= hold a VAT number in that country).
  • Or be registered at the EU « VAT one-stop-shop » (also called « OSS »).
This is the case for most online merchants.

Example 1 : delivery in France of a purchase made on a French website -> no problem.
Example 2: delivery in France of a purchase made on a Spanish or UK website -> the Spanish or English online merchant must either hold a VAT number registered in France (i.e., a VAT number starting with “FR”) or be registered at the VAT one-stop-shop (« OSS »).

- See also questions:
- « 18. How to get an invoice for an online purchase? »
- « 19. How can I transfer PDF documents when I purchase online? »
- « 20. Do I also need to upload the order confirmation when I purchase online?  »
- « 21. What to do if, for an online purchase, I didn’t get a ZappTax invoice but got an invoice addressed to my name? »

- No ⚠️
- If you do, we may not be able to process your purchase.
- Just ask for “an invoice with VAT” billed to ZappTax by showing the invoicing information provided above.
- Note: do not request a tax-free form in store. Do not even mention you are requesting a ZappTax invoice for tax refund purposes -> it may confuse store staff who may automatically issue an in-store tax-free form.
- You do not have to provide any justification when you request an invoice. Stores have a legal obligation to issue invoices upon request.

- See also question:
- « 13. How to get a ZappTax invoice in store? Standard procedure »
- Validation time depends on the traffic on our platform.
- It can be as short as a couple of minutes/hours, but it can sometimes take a bit longer (up to a couple of days) during peak season (summer, end of year). - No worries, we keep your date of departure in sight and will validate your invoices in time.
- On average we refund 15% more than what you are usually being refunded.
- We “combine” all your purchases per country to determine the refund rate.

- Refund table:
Total combined purchases (VAT included)
(€) 		Percentage of VAT refunded
(%)		 Percentage refunded vs. total purchases VAT included
(%)
[VAT at 20%]
<250€ 72,5% 12,08%
250€ - 500€ 77,5% 12,91%
500€ - 1.250€ 80% 13,33%
1.250€ - 2.500€ 85% 14,16%
> 2.500€ 90% 14,99%

- Example: if your combined purchases = € 1.500 VAT included, the total VAT amount is € 250 (based on a 20% VAT rate) and we will refund you € 212,50.
-Based on the current average purchase basket size, we refund on average 85% of TVA 👍.
- Note: with a 20% VAT rate applied to an amount “tax excluded”, the VAT represents 16,66% of the full price (VAT included). The difference between those 16,66% and the refund percentage corresponds to the processing fee which allow us to offer you this service.
- Usually within 24 hours ⏱
- During peak seasons (summer, end of year), it can take a few more days, and, in some exceptional cases, up to a few weeks.
- Your refund is guaranteed once your tax-free form has been electronically validated (or once you have uploaded a picture of your stamped tax-free form).
- Yes 👍, if:
  • You are a resident outside of the European Union (UE)
  • You are older than 16
  • You stay in the EU for less than six months
- If you hold a passport from a non-EU country, you only need to upload a copy of your passport (unless we request other documents from you).
- If you hold a passport from an EU country, upload a copy of your passpor plus a copy of any other document proving your residency outside of the EU: consulate card, certificate of registration in the register of French citizens established outside of France, « settled status » or « presettled status » document for residents of the UK, green card or any other residence permit from a non-EU country.

- See also question:
- « 45. Does the country, region or territory where I reside makes me eligible to tax-free shopping? »
Minimum Amount
- Across all your purchases for a given country, you must spend at least the minimum amount for that country:


Country Minimum
France € 100
Belgium € 125
Spain no minimum

- We “combine” all your purchase for each country to determine if you reach the minimum purchase threshold for that country.
-  Example for France:
You buy for 75 € (VAT included) in one store and the next week you buy for another 75 € in another store. The total of your purchases is 150 €. So we will edit a tax-free form for you for those purchases!

Maximum Amount
- There is no maximum amount.
- In which countries?
France, Spain and Belgium. We are working on adding more countries.
- In which stores?
In any store, provided you get an invoice addressed to ZappTax.
- What about online purchases?
No problem! Also provided you get an invoice addressed to ZappTax.

REQUESTING ZAPPTAX INVOICES

- By country:
France
ZappTax
23, rue JJ Rousseau
75001 PARIS

VAT number: FR.35.830.041.844 (not required)
Company registration number (SIRET): 830.041.844 00010 (sometimes requested)
Belgium
ZappTax
Rue du Boulet, 42
1000 BRUSSELS

VAT number: 0670 776 774 (required)
Spain
ZappTax
Bravo Murillo, 52 1-3
28003 MADRID

VAT number: N0173919B (required)
- Notes :
  • Stores have a legal obligation to issue invoices upon request.
  • If you wish for product warranty or insurance purposes, your first and last name may also appear on the invoice, next to the name and address of ZappTax.
    Example:
    Jean Dupond
    ZappTax
    23, rue Jean-Jacques Rousseau
    75001 PARIS


- See also questions:
- « 13. How to get a ZappTax invoice in store? Standard procedure »
- « 18. How to get a ZappTax invoice for online purchases?  »
- Ask for an invoice addressed to the name of ZappTax in store right before paying for your goods.
- Most stores can edit invoices instantly (this function is integrated into their cash register software).
- Tell the store staff that you would like to get « an invoice with VAT at the name of a company » and then provide them with the required ZappTax invoice information for the country where your make your purchase (see ZappTax invoice address in France, Belgium and Spain).
- Stores have a legal obligation to issue invoices upon request.
- You do not have to provide any justification when you request an invoice.
- If you wish for warranty or insurance purposes, your first and last name may also appear on the invoice, next to the name and address of ZappTax.

Example :
Jean Dupond
ZappTax
23, rue Jean-Jacques Rousseau
75001 PARIS
- Note: do not request a tax-free form in store. Do not even mention you are requesting a ZappTax invoice for tax refund purposes -> it may confuse store staff who may automatically issue an in-store tax-free form.

- See also questions:
- « 18. How to get a ZappTax invoice for online purchases?  »
- « 25. Does a ZappTax invoice impact my product warranty? »
What is the best time to request an invoice?
- Indicate at the outset of your interaction with store staff that you wish to get an invoice with VAT at the name of a company (not “during” or “after” payment).
- It is best to speak to the merchant at a time that precedes the purchase when it is he who, in principle, wants to please you (example: "You are able to edit me an invoice with VAT in the name of a company, right").

The merchant cannot issue a standard invoice but a simple ticket or till receipt with a printed mention. What should I do?
-If the merchant tells you that he cannot issue a standard invoice but can edit a simple ticket or till receipt with a printed mention, ask him to print the name and address of ZappTax on that ticket or receipt.

How to use a customer or loyalty account to get a standard invoice or a ticket with a printed mention?
- Whether or not you have a customer or loyalty account with a merchant, always request first the edition of a standard invoice at the name of ZappTax.
- If you do not have a customer or loyalty account with a merchant, ask him to create a “ZappTax” account with the name and address of ZappTax (your name can also be mentioned next to that of ZappTax so that you can accumulate benefits and facilitate future usage in that store). Remark: it happens more and more frequently that the customer account "ZappTax" already exists in the merchant’s database -> you can then reuse it for your purchase.
- If you already have a customer or loyalty account with a merchant, ask him to adapt the name and address to indicate the name and address of ZappTax (however sk the merchant to keep your name next to that of ZappTax to keep your benefits).
- Note: from a legal point of view, nothing in principle prevents the edition of an invoice at the name of a company when a personal customer or loyalty card is being used (other than the merchant’s own constraints: terms and conditions, technical constraints of the cash register system).

What if the merchant tells you that a simple ticket or till receipt is the equivalent of an invoice?
- Some merchants will tell you that « the ticket is enough as an invoice and bears all the required mentions ».
- This statement is almost accurate! On most tickets, all the mentions that an invoice must bear according to the provisions of European law (VAT Directive) and national legislation (general tax code -CGI-, etc.) are present ... except one: the name and address of the buyer (here ZappTax).
- In that case, ask the merchant if he can add ZappTax (name + address) to the ticket before printing it.
- Sometimes (this is rare), a standard invoice in the name of ZappTax cannot be issued directly in store (the reasons can be multiple: unavailability of qualified staff to edit an invoice, specific procedures to follow, refusal by the store, etc.).
- In this case, please proceed as follows:
  • Request one of the following two documents:
    • Either an invoice in your name with an address (preferably ZappTax or your address outside the EU as indicated in your profile on the app).
    • Or a purchase or till receipt with the printed name (and, if possible, address) of ZappTax (see section "Mention of ZappTax, customer account, loyalty program” under question 14).
  • If neither of the two documents above can be obtained, simply use the purchase receipt provided to you.
  • Then annotate the document in handwriting with:
    • The mention « Impossibility/refusal to issue ZappTax invoices ».
    • The mention « Purchased on behalf of ZappTax ».
    • Your first and last name.
    • The current date.
    • Your signature.
  • Take a picture of the annotated document and upload it.
  • - Also upload a proof of payment: a separate payment receipt or a screenshot of your bank account or credit card statement. If this statement is only available a few days or weeks after the purchase, you can send it to us later (this does not prevent the edition and validation of your tax-free forms).

- Warning: the uploading of any « alternative » document other than a standard invoices in the name of ZappTax (i.e., invoices in your name, purchase receipts or receipts without printed mention of ZappTax) must remain an exception!

- Note: Please follow this same annotation procedure if you receive an invoice in your name for an online purchase (however, proof of payment is not required in this case).
- Luxury brands (Chanel, Dior, Louis Vuitton, Hermès…) are often, but not always, reluctant to issue invoices on behalf of a company.
- In this case, please proceed as follows:
  • As a rule, always first request a standard invoice in the name of ZappTax.
  • In case the store refuses :
    • Request one of the following two documents:
      • Either an invoice in your name with an address (preferably ZappTax or your address outside the EU as indicated in your profile on the app).
      • Or a purchase or till receipt with the printed name (and, if possible, address) of ZappTax (see section "Mention of ZappTax, customer account, loyalty program” under question 14).
    • If neither of the two documents above can be obtained , simply use the purchase receipt provided to you.
    • Then annotate the document in handwriting with:
      • The mention « Impossible/refusal to issue ZappTax invoices ».
      • The mention « Purchased on behalf of ZappTax ».
      • Your first and last name.
      • The current date.
      • Your signature.
    • Take a picture of the annotated document and upload it.
    • Also upload a proof of payment: a separate payment receipt or a screenshot of your bank account or credit card statement. If this statement is only available a few days or weeks after the purchase, you can send it to us later (this does not prevent the edition and validation of your tax-free forms).
- At Galeries Lafayette, obtaining an invoice requires going to a specific counter called “La conciergerie”. A ZappTax invoice will be issued without difficulty.
- In the stores belonging to the Printemps group the edition of an invoice in the name of ZappTax is systematically refused (while, oddly, the edition of invoices in the name of other companies is accepted). In this case, please proceed as follows:
  • As a rule, always first request a standard invoice in the name of ZappTax.
  • In case the store refuses :
    • Request one of the following two documents:
      • Either an invoice in your name with an address (preferably ZappTax or your address outside the EU as indicated in your profile on the app).
      • Or a purchase or till receipt with the printed name (and, if possible, address) of ZappTax (see section "Mention of ZappTax, customer account, loyalty program” under question 14).
    • If neither of the two documents above can be obtained, simply use the purchase receipt provided to you.
    • Then annotate the document in handwriting with:
      • The mention « Impossible/refusal to issue ZappTax invoices ».
      • The mention « Purchased on behalf of ZappTax ».
      • Your first and last name.
      • The current date.
      • Your signature.
    • Take a picture of the annotated document and upload it.
    • lso upload a proof of payment: a separate payment receipt or a screenshot of your bank account or credit card statement. If this statement is only available a few days or weeks after the purchase, you can send it to us later (this does not prevent the edition and validation of your tax-free forms).
- In other department stores (Le Bon Marché, la Samaritaine, le BHV…), in principle you will get a ZappTax invoice. Ask about the process before you make your purchase. In case of refusal, please follow the procedure as explained above for the stores of the Printemps group.

ONLINE PURCHASES

There are 3 main scenarios:
- Most common scenario -> address book in your user account
  • In your user account on the merchant’s website, pre-register an additional address in the name of ZappTax (corresponding to the country where your purchases will be delivered).
  • When finalizing your order, choose this ZappTax address as “billing address” (be sure to choose another address as “shipping address” to avoid having your packages delivered to us).
  • The invoice will be made available to you in your user account when the goods are shipped to you.
- Alternative -> no address book but two separate “address blocks” in the online order form
  • The merchant’s website does not allow you to pre-register addresses but provides for two “address blocks” (“delivery” and “billing”) in the online order form.
  • Enter the ZappTax address in the “billing address” block.
- Less usual -> no address book and one single “address block” in the online order form
  • The merchant’s website only provides for a single “address block” in the online order form.
  • Enter your delivery address, but try to include at least the reference to “ZappTax” in one of the fields.
- Notes:
  • We cannot process simple « order confirmations ».
  • If you wish for product warranty or insurance purposes, your first and last name may also appear on the invoice, next to the name and address of ZappTax.

    Example :
    Jean Dupond
    ZappTax
    23, rue Jean-Jacques Rousseau
    75001 PARIS
  • If the address block has a “last name” field and a “first name” field, you can enter the ZappTax name in one of the fields and, if you wish, your own name in the other field.
- Important: if you order from a website in another country (EU or non-EU) than the country of delivery, the online merchant must: >
  • Either be VAT-registered in the country of delivery (= hold a VAT number in that country).
  • Or be registered at the EU « VAT one-stop-shop » (also called « OSS »).

This is the case for most online merchants.

Example 1 : delivery in France of a purchase made on a French website -> no problem.
Example 2 : delivery in France of a purchase made on a Spanish or UK website -> the Spanish or English online merchant must either hold a VAT number registered in France (i.e., a VAT number starting with “FR”) or be registered at the VAT one-stop-shop (« OSS »).

- See also questions: :
- «19. How can I upload PDF documents when I purchase online?»
- «20. Do I also need to upload the order confirmation when I purchase online?»
- «21. What to do if, for an online purchase, I didn’t get a ZappTax invoice but got an invoice addressed to my name? »
- Three options: :
  • Upload them from your computer via our “webapp” available at my.zapptax.com.
  • Email them as attachments to support@zapptax.com (from the email box you use for your ZappTax account).
  • Print them, take a picture, and upload them to the app.
- Note : to ensure invoice readability, do not take a picture of your invoices “through” the screen of your computer!

- See also questions: :
- « 18. How to get a ZappTax invoice for online purchases? »
- « 20. Do I also need to upload the order confirmation when I purchase online? »
- « 21. What to do if, for an online purchase, I didn’t get a ZappTax invoice but got an invoice addressed to my name? »

- Ideally, yes (in some cases we will require it).
- To do this, three options:
  • Save the order confirmation in PDF format and upload it from your computer via our webapp at my.zapptax.com.
  • Save it in PDF format and email it as attachments to support@zapptax.com (from the email box you use for your ZappTax account).
  • Print it, take a picture, and upload it to the app.
- Note : if possible, please do not forward your order confirmations directly via email to support@zapptax.com -> ave them in PDF format beforehand.

- See also questions:
- « 18. How to get a ZappTax invoice for online purchases? »
- « 19. How can I upload PDF documents when I purchase online? »
- « 21. What to do if, for an online purchase, I didn’t get a ZappTax invoice but got an invoice addressed to my name? »
- Annotate this invoice manually (either electronically on your phone or computer, or after printing it) with:
  • The words « Impossible/refusal to issue ZappTax invoices ».
  • The words « Purchased on behalf of ZappTax ».
  • Your first and last name.
  • The day’s date.
  • Your signature.
- Upload the annotated document.
- Also upload the order confirmation.

- See also questions:
- « 18. How to get a ZappTax invoice for online purchases? »
- « 19. How can I upload PDF documents when I purchase online? »
- « 20. Do I also need to upload the order confirmation when I purchase online? »

ZAPPTAX INVOICE: UPLOAD, PROOF OF PAYMENT, WARRANTY, MENTIONS, SERIAL NUMBER, EXAMPLES

- Take a good quality photo of your invoice.
- All areas and all text must be clearly legible.
- The 4 edges of your invoice must be visible.
- The invoice must be flat (no angle or inclination).
- One page = one photo.
- Note : If you have multiple invoices to download, complete the download process for your first invoice (by clicking on the “Submit Invoice” button), then repeat the process for each invoice. Don’t submit all your invoices in one same download session. .
- As soon as possible, as you make your purchases.
- Preferably on the day of purchase (especially during periods of high activity, such as Christmas and summer holidays).
- Ideally, no later than 2 hours before your departure (rest assured, in most cases, we will be able to generate your documents even if you have fewer than 2 hours left).
- We prioritize requests based on departure dates and can respond very quickly.
- If you have little time left (last minute shopping in the morning, flight at the end of the day),let us know via the chat so that we handle your case as a priority!
- Note:
you no longer must print your tax-free forms -> you can have them validated directly from your smartphone (unless you leave the EU from a country other than the country where you made your purchases).

- See also questions :
- « 30. When can I request my tax-free forms?   »
- « 31. When will I receive my tax-free forms?  »
- For any purchase, in-store or online, valued at > €1,000 (even if you received a ZappTax invoice).
- For any in-store purchase, regardless of its value (even < €1,000), for which you did not get an invoice in the name of ZappTax, but for which you got:
  • A simple purchase receipt, even with ZappTax printed on it.
  • An invoice in your own name.
- La Proof of payment can be :
  • A separate payment receipt.
  • A screen shot of a bank account or credit card statement.
- Note: your bank account or credit card statement may not be available until a few days or weeks after purchase. Don’t worry, we will edit your tax-free forms for these purchases, and they can be validated by customs. We will refund you once you have submitted the proof of payment (even after your return).
- No. The ZappTax model is based on “double sales” or chain transaction. The traveller buys “in the name of” ZappTax which then resells the items to that same traveller. This allows ZappTax to carry out all the tax refund formalities. At the end of the process, the traveller will hold a full “documentary chain” that links the item back to the original in-store purchase (1. invoice in the name of ZappTax, 2. proof of payment, 3. ZappTax resale invoice to the traveller and 4. tax-free form). A product “guarantee” is always linked to a product, not to the identity of the buyer.
- In addition, if you wish, your first and last name may also appear on the invoice, next to the name and address of ZappTax.

Example :
Jean Dupond
ZappTax
23, rue Jean-Jacques Rousseau
75001 PARIS
- Why? To allow customs officers to correctly identify the goods and ensure their authenticity.
- For which goods?
  • Electronics > 250 € :
    • Computers, tablets.
    • TV, camera, printer, PlayStation, smartphone.
    • Accessories: headphones, USB stick...
  • Watches > 250 €.
  • Jewelry > 1.000 €.
  • Leather goods > 1.000 €.
- Where can I find this number? ?
  • On the invoice (in this case, you do not need to send it to us).
  • On the item itself or in the device settings (for electronics).
  • On the documents that accompany the article.
- How do I communicate this number? ? - Impact:
  • Failing to provide us the serial number does not prevent us from issuing and sending you your tax-free forms.
  • But the lack of a serial number on your tax-free form creates a risk that customs will not validate your form.
You received a standard “invoice” containing an “invoice address” field that was not completed? Fill in the address yourself by hand.
Fill the box yourself manually.
You received a simple purchase “receipt” or “ticket” without a printed reference to ZappTax?
- You cannot add the ZappTax invoice information manually.
- Do the following:
  • Ask the merchant to stamp your receipt with the store stamp.
  • Annotate lthe document in handwriting with:
    • The words « Impossible/refusal to issue a ZappTax invoice».
    • The words « Purchased on behalf of ZappTax ».
    • Your first and last name.
    • The day’s date.
    • Your signature.
  • Take a photo of the annotated receipt and download it.
  • Also upload a proof of payment: a separate payment receipt or a screenshot of your bank account or credit card statement. If this statement is only available a few days or weeks after the purchase, you can send it to us later (this does not prevent the edition and validation of your tax-free forms).
  • In most cases, we will be able to process your refund.
-Identification of the store:
  • Name and address + ideally identification number (in France: SIRET or SIREN or VAT number; in Belgium: business registration number; in Spain: NIF number, etc.).
  • Note: the store stamp can suffice in the absence of printed references on the invoice.
- Date.
- Invoice number.
- Description of each item.
- VAT rate for each item (important for stores selling products subject to different VAT rates such as supermarkets, pharmacies, bookstores, FNAC, etc.).
- VAT rate and total amount (per VAT rate).
-Identification of buyer (name and address of ZappTax).

- See also question:
- « 26. For which goods do I need to provide a serial number? »
Example 1 – MANGO – France


Example 2 – AMAZON – France


Example 3 – ZARA – France


Example 4 – UNDIZ – France


Example 5 – CASA YUSTAS – Spain


Example 6 – MINERALES NATURALES – Spain


Example 7 – LA TIENDA DEL ESPIA – Spain

TAX-FREE FORM

- As soon as one of your invoices has been validated on the app.
- Press the “Request your tax-free form” button.
- The sooner the better! Especially during periods of high activity, such as Christmas and summer holidays.
- Ideally, no later than 2 hours before your departure (rest assured, in most cases, we will be able to generate your documents even if you have fewer than 2 hours left).
- We prioritize requests based on departure dates and can respond very quickly.
- If you have little time left (last minute shopping in the morning, flight at the end of the day), let us know via the chat so that we handle your case as a priority!
- Note : you no longer must print your tax-free forms -> you can have them validated directly from your smartphone (unless you leave the EU from a country other than the country where you made your purchases).

- See also question:
- « 32. I must no longer print my tax-free forms except in certain situations. Which ones?  »
- « 36. I have a stopover flight. Where do I have to get my tax-free forms validated?  »
- Most of the time, we will send you your documents shortly after your request (within minutes or a few hours).
- During periods of high activity (end of year, summer holidays), we may send you your documents only the day before your departure or in the early morning of your departure, even if you have made your request several days in advance.
- If you have specific constraints regarding the time you wish to receive your documents, contact us via chat.
- In case of urgency (last minute shopping, oversight…), we can have very short response times. Contact us via chat. In most cases, we will be able to generate your documents even if you are about to arrive at the customs desk.
- Note : you must no longer print your tax-free forms -> you can have them validated directly from your smartphone (unless you leave the EU from a country other than the country where you made your purchases).

- See also questions:
- « 32. I must no longer print my tax-free forms except in certain situations. Which ones?  »
- « 36. I have a stopover flight. Where do I have to get my tax-free forms validated?  »
When do I need to print my tax-free forms?
- Only in cases where you leave the EU from a country that is not the country where you made your purchases.

Example 1: purchase in France and flight departing from Amsterdam or de Brussels.
Example 2: purchase in Belgium and flight departing from Roissy Charles de Gaule.
Example 3: purchase in France and departure with Eurostar from Brussels-Midi train station.

- Your forms must then be “ink stamped” by a customs officer.

What if I am having trouble printing my tax-free documents?
- Send us a message via the chat and we will try to help you best.
- If you do not have a printer on hand, you can:
  • Ask your hotel.
  • Try to find a way to print at the airport.

- See also questions: :
- « 36. I have a stopover flight. Where do I have to get my tax-free forms validated? »

AT THE AIRPORT OR BORDER

- Your passport.
If you hold an EU passport, you should also have a document proving that you reside outside of the EU: consulate card, certificate of registration in the register of French citizens established outside of France, « settled status » or « presettled status » document for residents of the UK, green card or any other residence permit from a non-EU country.
- All items listed on your tax-free form. In theory, they should not have been used. And it is advisable, although not formally required, to present them in their original packaging. In case of control, the absence of a single item listed on the tax-free form or the failure to convince the customs agent that the items have remained unused can lead to the cancellation of the entire form.
- Your tax-free forms (digital or paper) and accompanying invoices issued by ZappTax at your name and which proves that ZappTax resold the items to you.
- Your flight information (ticket, reservation, etc.).

- See also question:
- « 42. Can I use the purchased goods before I leave? »
- At airports, validation is mandatory before checking in your baggage (in the departure hall). - Types of validation:
- Electronic (France and Spain): directly from the screen of your smartphone, present the barcodes of your tax-free forms under the optical reader of a self-service kiosk (called PABLO in France, DIVA in Spain). Alternatively, present your smartphone to a customs officer who will validate them using an electronic gun or by manually entering the barcode numbers on his terminal.
- Electronics (Belgium): go to the customs office and show your passport -> the customs officer will validate your electronic tax-free forms from his terminal (self-service kiosks are not yet in service in Belgium).
- Customs stamp:: present your paper tax-free forms to an agent at one of the customs offices at the airport, train station or border crossing point.
- In some cases, for your hand luggage, vyou will be obliged (for example at Brussels airport for certain sensitive or high-value items) or you will prefer (shorter queue, personal or expensive items) to have your tax-free forms validated in the airside zone, after passing through the security clearance gates. In this case, you must carry the items with you when you pass security. Also make sure beforehand that there is a customs desk in the transit area.

- Note: the validation by stamp is always done by the customs officers of an EU country (for example by French customs officers -and not English officers- at the Eurostar or Eurotunnel terminal, by French customs officers -and not Swiss officers- at the Franco-Swiss border posts).

- See also questions:
- « 32. I must no longer print my tax-free forms except in certain situations. Which ones?  »
- « 36. I have a stopover flight. Where do I have to get my tax-free forms validated?  »
- Electronic validation: nothing! We will be notified instantly via the customs servers and will immediately initiate your refund.
- Validation by customs stamp:
  • Take a photo of your stamped tax-free form and upload it on the app (do this yourself, even if the agent who stamps your form offers to keep it and send it to us directly).
  • Tax-free form of value > €1,000 physically stamped -> we wish to retrieve the original (in addition to a photo). To be sent by postal mail to one of our addresses indicated above. We will cover the shipment costs.
Flight with short layover (less than 3 hours)
Example 1: Marseille -> Paris Roissy Charles de Gaule -> New-York.
Example 2: Marseille -> Amsterdam -> New-York.
Example 3: Paris Roissy Charles de Gaule -> Amsterdam -> New-York

=> validation at the departure airport (Marseille).

Flight with long layover (more than de 3 hours)
- Layover in the country of departure (example: Marseille -> Paris Roissy Charles de Gaule -> New-York) -> validation à the airport of layover (Paris Roissy Charles de Gaule).
- Layover in another EU country (example: Marseille -> Amsterdam -> New-York)
  • Chek-in of items in hold luggage at departure airport:
    • Check-in to final destination (New-York) -> validation at the departure airport (Marseille).
    • Check-in to the destination of layover (Amsterdam) followed by a second check-in at the destination of layover (Amsterdam) -> validation at the airport of layover (Amsterdam).
  • Check-in of items in hand luggage at departure airport:
    • Access to the customs desk at the airport of layover -> validation at the airport of layover (Amsterdam).
    • No access to the customs desk at the airport of layover -> validation at airport of departure (Marseille).
- Note:
- Even if you have a flight with a long layover (more than 3 hours), we advise you to make an initial validation attempt at the departure airport.
- At some airports (Paris Roissy Charles de Gaule), validation at the airport of departure will require you to temporarily leave the “landside” zone to have access to the customs desk in the “airside” zone.

- See also question:
- « 32. I must no longer print my tax-free forms except in certain situations. Which ones? »
Eurostar
-Departing from Paris (Gare du Nord, 1st floor), Lille (Gare Lille Europe) or Brussels (Gare du Midi).
- Pass check-in and security control gates.
- Access the Eurostar boarding area and follow the signs “Détaxe – Tax Refund”.

Eurotunnel
- Pass the 1st check (control of travel documents).
- Along the road that leads to the border control area, park your vehicle along the “Dickens Building” on your right.
- Inside the building, look out for the “Détaxe – Tax Refund area” with PABLO validation kiosks and a customs office.
- Note: the customs office may be closed outside normal business hours.
By train
- Validation by a customs officer during the customs inspection carried out in the train before leaving the EU territory.
- Be careful, this customs control is not systematic, and customs officers are sometimes dressed in civilian clothes.
By car, truck, bus
- Validation by a customs officer at the last EU exit point.

By boat
- Leaving from a French port -> equipped with PABLO self-service kiosks:
  • Port of Calais ferry terminal (5 kiosks; Tourisme export)
  • Dunkerque ferry terminal (4 kiosks; port Ouest; Plage gare maritime)
  • Ouistreham ferry terminal (2 kiosks; site entry -> lane for light vehicles VL – véhicules légers LV)
  • Port of Cherbourg ferry terminal (1 kiosk; terminal for pedestrians; also site entry -> lane for light vehicles VL – véhicules légers LV)
  • Honfleur ferry terminal (1 kiosk; Zone unique)
  • Dieppe ferry terminal (1 kiosk; terminal for pedestrians)
  • Le Havre ferry terminal (3 kiosks; zone for pedestrians)
- Leaving from other ports (Sète, Algésiras…) -> validation by a customs officer at the last port before leaving the EU.

- See also question:
- « 39. I leave the European Union by car or train crossing the French-Swiss border. Where do I validate my tax-free forms?  »
By car
- Validation at one of the 8 road border crossing points:
  • 5 border crossing points equipped with PABLO kiosks:
    • Saint-Louis (west of Basel; motorway; almost permanent customs presence).
    • Saint-Julien-en-Genevois (south of Geneva; near Bardonnex; almost permanent customs presence).
    • Vallard-Thonex (east of Geneva; motorway; near Annemasse et Etrembières; customs presence 6am-8pm).
    • La Ferrière-sous-Jougne (south of Pontarlier ; north-west of Lausanne ; near Vallorbe ; customs presence 6am-8pm).
    • Ferney-Voltaire (near Geneva-Cointrin airport; west of Geneva; customs presence 6am-8pm).
  • 3 border crossing points without PABLO kiosks (validation by customs officer via electronic gun or manual entry of barcode digits):
    • Morteau / Col France / Col des Roches (Morteau sector; customs presence 6am-8pm).
    • Delle (east of Montbéliard; secteur of Territoire de Belfort; customs presence 6am-8pm).
    • La Cure (north of Geneva; sector of Jura / Les Rousses; customs presence 6am-8pm).
- Note: at border crossing points equipped with PABLO terminals, some terminals may be deactivated or inaccessible outside operating hours.

By train (including TGV Lyria)
- General rule: validation during customs control carried out by French customs officers in the train (however this control is not systematic, and customs officers are sometimes dressed in civilian clothes)
- If arriving at Geneva-Cornavin station: validation at the French customs desk at the train station.
- Absence of French customs officers: see paragraph below.

Absence of French customs officers at road border crossing or during train travel
- Presence of Swiss border guards: they will stamp your tax-free forms and hand them over to French customs for final validation (be sure to take a photo of the stamped form before leaving it to the Swiss customs).
- Absence of Swiss border guards:
  • Place your tax-free forms and your proof of purchase (i.e., the ZappTax resale invoice that accompanies the tax-free form) in one of the many “declaration boxes” (“boîtes à declaration”) spread throughout Switzerland (at border crossings, train stations, etc.).
  • Swiss customs will stamp your forms and forward them to French customs for final validation.
  • More info on declaration boxes:
    • Explanation and illustration here.
    • Locations of declaration boxes here (listed by “canton”).
  • In this case, you are supposed to attach to your form a "declaration of import into Switzerland" (form available in a small specific box attached to each declaration box -> see illustration above).
  • Specific situation of central train station of Berne ->there is no declaration box -> 3 solutions:
    1. Place the tax-free forms in a declaration box when stopping at Basel train station.
    2. Place the tax-free forms in a declaration box elsewhere in Switzerland (there is one at Bern-Belp airport).
    3. Use the "a posteriori" validation procedure (see question « 44. I was unable to validate my tax-free forms when I left. What can I do? »).
Geneva-Cointrin
- Access by car: validation at the last road exit point of the EU (for example at Ferney-Voltaire, Saint-Julien Bardonnex ou Vallard-Thônex) and in theory not at the French customs desk of the French section of the airport.
- Accès by plane: (example: flight Paris-Geneva-Singapore avec second luggage check-in in Geneva): validation at the French customs desk (PABLO kiosk or customs officer) located in the French section of the airport (reopened since June 23rd, 2021).

Basel-Mulhouse
-Validation at the French customs desk (PABLO or customs officer) of the airport.
- “Intermittent” customs presence (during airport activity hours).
France
- list of PABLO kiosk locations here.

Belgium
- Brussels-Zaventem airport
- Brussels-Midi Eurostar Terminal
- Brussels-South Charleroi Airport
- Liège airport
- Ferry Port of Zeebrugge

Spain
- list of DIVA kiosk locations here.

OTHER

- Preferably not! ⚠️.
- It is preferable -but not formally required- that the goods remain unused and kept in their original packaging.
- “Consumables” (food, beverages, cosmetics, etc.) cannot be consumed in whole or in part.
- If you unpacked your purchases before your departure, try to repackage them in such a way that they appear not to have been used or consumed.
- If possible, keep certain goods-related documents or elements (instruction manual, warranty card, brand or price label, protective wrapping, etc.) until the time of departure.
- What is important is that the customs officer can reasonably conclude, based on the evidence presented, that the goods have been purchased within the last three months and have not been used.
- Note: in case of control, the absence of a single item listed on the tax-free form or the failure to convince the customs agent that the items have remained unused can lead to the cancellation of the entire form.
- Absence of purchase documents (with ZappTax, the proof of purchase is the ZappTax resale invoice that is attached to the tax-free form).
- No presentation of goods (the absence of a single item listed on the tax-free form may result in the cancellation of the entire tax-free form).
- Goods of a commercial nature (left to the discretion of the customs service).
- Tax-free form expired (forms are valid until the last day of the 3rd month following the month the form was issued).
- Presentation by someone other than the person whose name appears on tax-free form.
- Note: non-exhaustive list.
- Here are 3 options to consider, ordered by their relative ease of implementation.
- 1st solution to consider -> return to the EU
- Return to the EU with the goods and then validate the form when returning to your country of residence. This must be done before the expiry of the form (3 months).
- This is the only solution when the non-validation results from a personal motive: oversight, lack of time at the airport, long queue at the kiosks …
- This solution is often impractical given the short time frame and the need to come back with all the goods in the EU and bring them out again.
- 2nd solution in case of a “malfunction” of the customs service -> contact customs without delay
- Type de malfunction:
  • Malfunction of the kiosks: the tax-free form appeared on the screen as “validated” but the information was not transmitted, and it still shows as “not presented” on the customs server.
  • Malfunction during a validation performed by a customs officer: the customs officer validated the tax-free form(s) using a hand-held device or by manually entering the barcodes digits, but one or more forms still shows as “not validated” on the customs system.
- Solution -> contact customs without delay
  • The sooner the better (your stop may still be fresh in the minds of the custom agents who processed your forms).
  • Initiate contact preferably by phone or e-mail.
  • Explain the situation.
  • In some cases, customs will agree to analyze your situation immediately and possibly validate your forms.
  • To contact the relevant customs department, try first to contact the “economic activity centre” (“Pôle d’Activité Economique” or PAE) which oversees the customs desk that processed your tax-free forms (see list of PAE here).
  • If necessary, contact us so we can guide you.
-3rd solution: a posteriori procedure
- When to use this procedure?
  • If other solutions are not feasible or have not worked.
  • If the non-validation is due to a customs malfunction or to the absence of customs officers at your point of exit.
- Steps of the procedure:
  1. Obtaining proof of export of the goods :
    • Either a certificate of presentation of the goods issued by the French embassy or consulate of your country of residence (alternatively, a stamp on the original forms is accepted).
    • Or a receipt of payment of import duties and taxes issued by the customs authorities of the country of residence.
  2. Sending a request to activate the a posteriori procedure:
    • By email.
    • To the customs service at your initial point of exit of the EU (airport, border, etc.)
    • Within 6 months of your purchase.
    • Setting out the reasons for the non-validation.
    • Indicating the place and date of exit from the EU.
    • Accompanied by the following documents:
      • Copy of passport and proof of residence
      • Tax-free forms
      • Bordereaux
      • Proof of export (certificate or forms stamped by embassy/consulate or receipt of payment of import duties)
- Where to send your request?
  • Send your request by email to the person in charge of tax-free shopping within the “economic action unit” (Pole d’Activité Economique or PAE) which oversees the tax-free desk that processed your tax-free form (see list of PAE here).
  • If necessary, call Customs. This often makes it easier to unblock cases.
- Specific cases where your country of residence has a attaché douanier » à l’ambassade de France :
  • The customs attachés can validate tax-free forms directly in the electronic platform used by customs (PABLO) -> instant regularization without sending a request in France.
  • Countries affected: Thailand (Bangkok), Serbia (Belgrade), Colombia (Bogota), Senegal (Dakar), United Arab Emirates (Dubai), United Kingdom (London), United States (Washington and Miami), Russia (Moscow), China (Beijing), Morocco (Rabat) and Brazil (Sao Paulo).
  • Contact details of customs attachés: here.
  • If necessary, call them. This often makes it easier to unblock cases.
  • Note: the customs attachés have areas of competence that cover several countries -> even if your country is not in the list above, click here to check if it is not covered by a customs attaché.
- Notes:
- The a posteriori procedure described above works for all your tax-free forms (French and non-French) that you were unable to validate when you left the EU from an exit point located in France.
- If you were unable to have your forms validated when you left the EU from a country other than France, please contact us.
- I am eligible to tax-free shopping if I reside:
- In a country which is not one of the 27 EU countries.
- In the United Kingdom (since 1 January 2021), but excluding Northern Ireland.
- The Principality of Andorra
- The Vatican
- San Marin
-In the overseas communities of the French Republic (called “collectivités d’outre-mer or COM, also called “territoires d’outre-mer” or TOM):
  • French Polynesia
  • New Caledonia
  • Wallis and Futuna
  • Saint Pierre and Miquelon
  • French Southern and Antarctic Lands
  • Saint-Martin
  • Saint-Barthélemy
- In the following British territories:
  • The Channel Islands and their dependent territories Jersey (les Minquiers, and les Ecréhou) and Guernsey (Alderney, Burhou, Sercq, Brecqhou, Lihou, Herm, Jéthou).
  • Gibraltar
- In one of the following territories :
  • The Faroe Islands
  • The Canary Islands
  • Ceuta and Melilla
  • Bonaire
  • Saint-Eustache and Saba
  • The Dutch part of Saint-Martin
  • Helgoland Island and the territory of Büsingen
  • Livigno
  • Campione d’Italia
  • Mount Athos
  • Aland Islands
  • Greenland
  • Curaçao Island

I am not eligible to tax-free shopping if I reside:
- In one of the 27 Member States of the EU: Allemagne, Autriche, Belgique, Bulgarie, Chypre, Croatie, Danemark, Espagne, Estonie, Finlande, France, Grèce, Hongrie, Irlande, Italie, Lettonie, Lituanie, Luxembourg, Malte, Pays-Bas, Pologne, Portugal, République tchèque, Roumanie, Slovaquie, Slovénie, Suède.
- In Northern Ireland
- In the Principality of Monaco

Specific case of residents of the French overseas departments (“départements d’outre mer” or DOM):
- The French overseas departments are:
  • Guadeloupe
  • Guyana
  • Martinique
  • Mayotte
  • La Réunion
- For purchases made in France: no possibility to edit a tax-free form if the address of residence of the traveler listed on the form refers to a French overseas department (DOM).
- For purchases made in other EU countries (Belgium, Spain, etc.): we can edit a tax-free slip for you.

- See also question:
- « 9. Am I eligible for a refund? »
- Yes.
-Access your ZappTax account via my.zapptax.com.
- Very useful to easily upload documents related to your online purchases (invoices, order confirmations, PDF, etc.).
- By chat 24/7 💬
- By mail at support@zapptax.com
- By phone:
France: +33 (0)1 78 90 04 42
Spain: +34 910 607 358
United Kingdom: +44 207 04 82 473
Belgium: +32 (0)2 880 59 12