FAQ

MOST FREQUENT

By country
France
ZappTax
23, rue JJ Rousseau
75001 PARIS

VAT not required
ZappTax company registration number sometimes requested
SIRET: 830.041.844 00010
Belgium
ZappTax
Rue du Boulet, 42
1000 BRUSSELS

VAT 0670 776 774 (required)
Spain
ZappTax
Calle C. Bordiu, 35 1A 108
28003 MADRID

VAT N0173919B (required)
United kingdom
ZappTax
Old Station Road
LOUGHTON IG10 4PL

VAT not required
In the UK,
- for store purchases < GBP 250, a simple "receipt with VAT details" is enough !
- for online purchases, a ZappTax invoice is mandatory for all purchases !
Check our guidelines on how to request invoices and how to upload them on the app.
1. Add invoices
- Request ZappTax invoices when you buy.
- Complete your profile on the app (address, passport upload, refund method…).
- Create your trip on the app, take pictures of your invoices and upload them on the app.
Note - Pictures must:
- Be of good quality (text must be clear and readable)
- Show the 4 edges clearly visible
- Show no angle (document must appear as “flat” and not sloping)
- Do not request tax-free forms in store (do not even mention you are requesting a ZappTax invoice for tax refund purposes -> it may confuse store staff).
2. Get your form stamped or scanned
- We email you your tax-free form before your departure (or sooner if you ask for it).
- Print it before going to the airport/border.
- At the airport/border, get the form stamped by an agent or scanned at a kiosk before checking-in.
3. Receive your refund
- Take photo of your stamped form (this step is not needed if you got your form scanned).
- Get your refund within 24 hours.
Check country specific sections below for specific guidelines for each country (FR / BE / SP / UK).
- Yes 👍
- Request a ZappTax invoice
Input the ZappTax invoice address in the “invoicing address” field when you order (we cannot accept simple "order confirmations" or invoices addressed to your own name).
- The e-merchant must be VAT registered in the country where the goods are delivered
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 UK website -> the UK e-merchant must be VAT registered in France (meaning his VAT number on the invoice must start with “FR”). This is the case for most e-merchants.
- No, you should not ⚠️
- If you do, we cannot process your documents
- Just ask for a ‘domestic invoice with VAT’ by showing the ZappTax invoice address (do not even mention you are requesting an invoice for tax-free purposes -> it may confuse store staff who would automatically start editing you their own tax-free form). You don’t have to provide any justification to request an invoice. Stores have the legal obligation to issue an invoice when requested.
- Verification 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 couple of days during peak season.
- No worries, we keep your date of departure in sight and will verify your invoices in time.
- On average 85% of VAT 👍 (example: if your combined purchases amount = € 1.500 VAT included -> 20% VAT rate means € 250 VAT -> you get € 212,50)
- On average we refund 15% more than what you are usually being refunded.
- Ask us by chat if you want to know your exact refund for a purchase.
- Usually within 24 hours ⏱
- Sometimes a couple of days more during peak season.
- Your refund is guaranteed if you get your form scanned (or when you upload a picture of your stamped form)
- Yes 👍, if you are a resident outside of the European Union (EU).
- If your passport is from a non-EU country, no need to upload any other document than your passport (unless requested by us or by Customs).
- If your passport is from an EU country, you need to show other evidence proving that you reside outside of the EU (for French citizens, you must upload your consulate card; we may accept other documents - work permit, residence permit, green card… - but these may not always be accepted by Customs agents).
- We "consolidate" all your purchases in one country to see if you reach the minimum amount in that country.
- Minimum per country:

Country Minimum
France € 175
Belgium € 125
Spain no minimum
United kingdom no minimum

- Example in France:

If you buy € 125 in one store and the next day € 75 in another store -> total is € 200 -> you can use ZappTax !
- Countries
France, Spain, United Kingdom and Belgium (we are working on adding more countries).
- Stores
Any store, provided you get a ZappTax invoice.
- Online
Yes, provided you get a ZappTax invoice.

REQUESTING ZAPPTAX INVOICES

By country
France
ZappTax
23, rue JJ Rousseau
75001 PARIS

VAT not required
ZappTax company registration number sometimes requested
SIRET: 830.041.844 00010
Belgium
ZappTax
Rue du Boulet, 42
1000 BRUSSELS

VAT 0670 776 774 (required)
Spain
ZappTax
Calle C. Bordiu, 35 1A 108
28003 MADRID

VAT N0173919B (required)
United kingdom
ZappTax
Old Station Road
LOUGHTON IG10 4PL

VAT not required
In the UK,
- for store purchases < GBP 250, a simple "receipt with VAT details" is enough !
- for online purchases, a ZappTax invoice is mandatory for all purchases !
Check our guidelines on how to request an invoice and how to upload them on the app.
- Request a ZappTax invoice in store right before paying for the goods.
- Most stores can edit invoices instantly (this function is integrated into their cash register software).
- Provide store staff with the required ZappTax invoice information for the relevant country (see ZappTax invoice address in France, Belgium, Spain and the UK).
- Stores have the legal obligation to provide an invoice when requested! Just ask for a ‘domestic invoice with VAT’ (you do not have to provide any justification to request such invoice).
- Do not ask for a tax-free form in store (in fact, do not even mention you are requesting a ZappTax invoice for tax refund purposes -> it may confuse store staff who would automatically start editing their own tax-free form).
- When you order, input the ZappTax invoice address in the “invoicing address” field (you may have to first create this Zapptax address in your personal account with the e-merchant).
- The invoice will either be available in your personal account at the e-merchant or sent to your email address (this may not happen instantly but only once the goods have been shipped).
- Print the invoice, take a picture and upload it on the app.

Note:
If you cannot print your invoice (on your computer or smartphone):
Send it as an attachment (no forward) to [email protected] but make sure you send it using the email address you used to register to ZappTax.
Or
Send it as an attachment (no forward) by chat.

If you have no other option, take a snapshot of the invoice (on your phone) or take a picture of the invoice (through your computer screen).
In all cases, make sure
- All 4 edges of the invoice are clearly visible.
- The quality of the picture allows for processing (all information must be clear and readable).
- The picture shows no angle (the document appears as “flat” and not sloping).
- We cannot accept "order confirmations" or invoices addressed to your own name.
- Sometimes (it's rather rare), the invoice cannot be edited instantly in store (reasons can be multiple: staff qualified to edit invoice not available, store refusal, specific procedure to follow…).
- In such a case, follow this procedure:
  • If possible, ask store staff to “stamp” the purchase receipt with the store stamp.
  • On the receipt, handwrite “Bought on behalf of ZappTax” (“Acheté au nom de ZappTax”).
  • Handwrite your first name and last name.
  • Date and sign the receipt.
  • Take a picture of the annotated receipt.
Note:
Please also follow this process in case you get an invoice addressed at your name (and not at the name of ZappTax), either online or in store.
- Take a good quality picture of your invoice.
- All mentions must be clearly readable.
- All 4 edges of the invoice must be visible.
- One page = one picture.
- As soon as possible.
- Preferably on the date of the purchase (especially during peak periods such as after Christmas and during the summer holiday).
You have received an "invoice" where only the ZappTax address needs to be filled out in a specific box?
Fill the box yourself manually.
You have received a simple "receipt" or "ticket"?
- Follow this procedure:
  • If possible, ask store staff to “stamp” the purchase receipt with the store stamp.
  • Handwrite “Bought on behalf of ZappTax” (“Acheté au nom de ZappTax”) on the receipt.
  • Handwrite your first name and last name.
  • Date and sign the receipt.
  • Take a picture of the annotated receipt.
- In most cases we will be able to process your refund.
- Identification of the store (name and address)
- Date
- Invoice number
- Description of each line item
- VAT rate for each line item (important for stores selling products with different rates such as grocery stores, pharmacies, FNAC…)
- VAT rate and total amount (per VAT rate)
- Identification of the buyer (ZappTax name and address)
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

- Once you have taken pictures of all your invoices (you are finished shopping).
- The sooner the better (especially during busy periods such as after Christmas and during the summer holiday).
- At the latest 18 hours before departing (keep in mind that you need to print your form). Don’t worry if you request your form later than 18 hours before departing -> we can react quickly and in most cases we will be able to send you your documents on time.
- Press the ‘Request tax-free form’ button once all your invoices have been validated.
- If you are short on time (last minute shopping in the morning, flight in the evening), drop us a line in advance!
- We normally process your form within a couple of hours ⏱ of receiving your request.
- During peak periods, we may send you your form the day before your departure (even though you requested your form days in advance).
- If you have specific constraints regarding the timing for receiving your form, drop us a line.
- Send us a chat message and we will try to help you.
- In case you have no printer at hand, here are a couple of options:
- Hotel
- Printing facilities at airport
- We have different ideas on how to remove this pain point in the future!

AT THE AIRPORT OR BORDER

- Your passport
If you hold an EU passport, other evidence that you reside outside the EU (French citizens may be required to show their consular card since other proof of residency - work permit, residence permit… - may not always be accepted).
- All the goods listed on your form (better if unused and in their original packaging)
- Your tax-free form (please sign it when required)
- Your flight information (ticket, reservation…)
Note: in case of Customs control, failing to show a single article listed on your form may result in the invalidation of all your forms!
- Validation happens before checking in your luggage (in the departure hall)
- Type of validation:
- Electronic (France and Spain): find a self-serving kiosk (PABLO in France, DIVA in Spain) and present the bar code for scanning.
- Stamp: find a customs desk and present your documents to a customs officer.
- For hand luggage items, in some cases, you may be required (certain sensitive goods categories or high value items) or you may prefer (shorter queue, personal or expensive items) to have your form stamped after security. Keep in mind in that case that you need to carry the goods with you through security. And make sure beforehand there is an open Customs desk after security.
- Electronic validation: nothing, we will be notified electronically.
- Stamp validation: take a picture of your stamped form and upload it onto the app (make sure you do this even if the agent stamping your form proposes to keep it and send it back to us!)

OTHER

- Most goods 👍, as long as you carry them with you in your personal luggage when you leave the EU.
- Exceptions: firearms, explosives, endangered species, drug substances, tobacco products...
- In case of doubt, drop us a line in the app.
- Services (hotels, restaurant, taxis…) do not qualify for tax refunds.
- Preferably not ⚠️.
- The goods are supposed to be unused and still in their original packaging (if you use them before leaving, make sure they “look” sufficiently new and unused when you validate your forms).
- By chat 24/7 💬
- By mail at [email protected]
- 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