FAQ

MOST FREQUENT QUESTIONS

Questions we are most often asked

1

How to request a ZappTax invoice in store

2

How to use ZappTax, step-by-step

3

Which goods are eligible?

4

Can I use ZappTax for online purchases?

5

Do I need to ask for a tax-free form in store?

6

How long does it take to validate my invoices?

7

What is the refund rate?

8

When will I receive my refund?

9

Am I eligible for a refund?

10

What are the minimum and maximum amount that I need to spend?

11

In which country and in which stores can I use the services of ZappTax?

REQUESTING ZAPPTAX INVOICES

How to obtain a ZappTax invoice in stores

12

How to get a ZappTax invoice in store? Standard procedure

13

Invoice in the name of ZappTax

14

What if I cannot get a standard invoice at the name of ZappTax but only an invoice at my name or a ticket or till receipt?

15

Purchase in luxury boutiques (Chanel, Dior, Louis Vuitton, Hermès…)

16

Purchase in French department stores (Galeries Lafayette, Printemps, Le Bon Marché…)

ONLINE PURCHASES

Get your tax refund for online purchases

17

How to get a ZappTax invoice for online purchases?

18

How can I upload PDF documents when I purchase online?

19

Do I also need to upload the order confirmation for an online purchase?

20

What if, for an online purchase, I didn’t get a ZappTax invoice, but I got an invoice in my name?

ZAPPTAX INVOICE

Upload, Proof of payment, Warranty, Mentions, Serial number, Examples

21

How to upload an invoice on the app?

22

When to upload an invoice on the app?

23

When do I need to add a proof of payment?

24

Does a ZappTax invoice impact my product warranty?

25

For which goods do I need to provide a serial number?

26

Can I manually add the ZappTax invoice address to a document?

27

What information must appear on the invoice?

28

Examples of compliant invoices

TAX FREE FORM

Request and validate tax free forms

29

When and how should I request my tax-free forms?

30

When will I receive my tax-free forms?

31

I must no longer print my tax-free forms except in certain situations. Which ones?

AT THE AIRPORT OR BORDER

EU airports, borders and point of exit

32

What should I prepare?

33

Where and how do I validate my tax-free forms?

34

What do I need to do after validating my tax-free forms?

35

I have a layover flight. Where do I have to get my tax-free forms validated?

36

I travel by Eurostar or via the Eurotunnel. Where should I have my tax-free forms validated?

37

I leave the European Union by train, by road (car, truck, bus) or by boat. Where do I validate my tax-free forms?

38

I leave the European Union by car or train crossing the French-Swiss border. Where do I validate my tax-free forms?

39

I leave the European Union from Geneva-Cointrin or Basel-Mulhouse airport. Where do I validate my tax-free forms?

40

Where can I find a list of customs desks and a list of exit points equipped with electronic validation kiosks?

OTHER

Useful information

41

Can I use the purchased goods before I leave?

42

What are the main reasons for customs to refuse to validate tax-free forms?

43

I was unable to validate my tax-free forms when I left. What can I do?

44

Does the country, region or territory where I reside makes me eligible to tax-free shopping?

45

Can I use ZappTax from my computer or tablet?

46

How to contact ZappTax