For faster tracking of your Tax Free shopping refund, download our app. Or enter your voucher details below.

 

There is no need to include any spaces or hyphens - just the numbers and letters only.

 

If you have a query about your tax refund progress, please click here.

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Track my refund

Each of our vouchers has a unique barcode number - you can usually find it at the top of your voucher.

If you need further help, please use the links below:

We're waiting to receive your stamped vouchers.

 

We will update your tax refund status once we receive your Tax Free form.

 

If you have queries on the refund status, please fill out this form for your voucher(s).

We're processing your tax refund. Please allow four weeks to receive your refund. If you do not receive the amount after four weeks, please contact our customer services team using this voucher form.

 

If you have queries on the refund status, please fill out this form for your voucher(s). 

Please contact us.

We're having difficulty processing your voucher - please use this form for your voucher(s).



Tax Refund Customer Services

Your refund has been paid!

 

Refunds can take up to 3-5 days to appear on account statements.

 

If you have queries on the refund status, please fill out this form for your voucher(s).


If you have not been paid after 5 days, please email us at


Your Tax Free questions answered

1

Am I eligible for Tax Free shopping?

In order to be eligible for Tax Free shopping (a VAT refund), you must permanently reside outside the country in which you are making your purchases.

 

If you are shopping within the EU, you must permanently reside outside of the EU.

 

You must also spend a minimum amount in one store on the same day.

 

These rules vary from country to country - do please visit the below pages to learn more:

 

2

I am a foreign student studying overseas: can I shop Tax Free?

Foreign students can only shop Tax Free within the last months of their studies before they head home permanently.

 

This time period differs from country to country and is the same time period specified for export validation.

 

Useful information:

 

3

How do I shop Tax Free?

You can find some advice on how and where to shop Tax Free, and our multi-lingual Customer Services team are always happy to help!

 

Useful pages:

 

4

What goods are eligible for Tax Free shopping?

All taxable goods that are exported in your personal baggage.

Please note that goods should be sealed and unused.

 

For local refund rules for a list of goods that are exempt in each country, and useful information on Tax Free shopping, please check out the below pages.

 

Useful information:

 

5

How do I know which stores offer Tax Free shopping?

Look for stores displaying the Planet Tax Free sign, or ask in-store whether they offer Planet Tax Free services. 

 

You can also search our brand directory for specific stores and locations - see below for useful links:

 

6

In which countries can I shop Tax Free through Planet?

You can view where Tax Free shopping is available by visiting:

 

7

Is it compulsory to get a Tax Free form?

Yes. If you want a VAT refund, you must get a Tax Free form from the retailer that sold you the goods.

 

This Tax Free form needs to be fully completed and export validated before you can get a refund. 

8

Does the Tax Free form need to be fully completed in-store?

Yes. In most cases, the Tax Free form must be fully completed in-store.

 

At the very least, this form MUST be fully completed before you request export validation. 

9

What is export validation?

All Tax Free forms must be export validated to qualify for a refund. In most cases, this is a Customs stamp.

 

The relevant Customs officials or airport agents need to check that you are eligible and meet all of the requirements to get a VAT refund.

 

You will need to present your Tax Free form, passport and travel documents.

 

Some countries require that you attach your receipts to the Tax Free form. You may also be asked to present your goods. 

10

Where do I get export validation?

If you have made your purchases in the EU, you get export validation from Customs at your last point of departure from the EU.

 

For any other countries, this is when you finally depart.

 

Customs is well signposted at all airports, land border or ports. 

 

Please refer to the list of validation points, and other useful links, below:

 

11

Do I have to get export validation?

Yes. Without export validation (a Customs stamp), you cannot get a refund. 

12

Can I use the purchased goods before export?

Customs request that all goods are sealed and unused.

 

If they check your goods, they may refuse to export validate your Tax Free form if they see that goods have been used. 

13

Should my luggage with the exported goods be checked in before Customs?

Generally, no. You must have your goods on you, ready to present to Customs on request for export validation.

 

If you are required to present your boarding cards, you can check-in but you must not drop your bags off until after export validation. 


In some countries, you MUST check-in before export validation. In these cases, you must ask check-in staff to label your luggage and return it to you.

 

Once Customs have inspected your purchases and validated your Tax Free forms, they will organise for your luggage to be transferred to the airplane. 

14

Should I carry the goods in my hand luggage?

Any high-value goods should be carried in your hand luggage and you should receive export validation after security. 

15

How can I get my refund?

The refund methods differ from country to country, and there are country-specific local rules and thresholds - please visit the pages below for specifics:

 

16

Does a service charge apply?

Yes, Planet applies an administration fee per Tax Free form.

 

Your refund corresponds to the full amount of VAT minus an administration fee. 

17

Where are the cash refund points located?

Please see our full list of refund points and other useful links, below: 

 

18

Is there a separate charge for collecting my refund in cash at the airport?

Yes. In most airports, a separate charge will be made by the airport agent providing the cash refund service. 

19

For credit card refunds, must it be the same credit card that I used to purchase the goods?

No, you can receive the refund on any credit card. 

20

How long will it take for my VAT refund to come through?

We process your refund within 30 days of receiving your original export-validated Tax Free form.

 

Due to credit card procedures put in place by credit card companies, refunds generally appear on your bank statement in the month following the transfer of your refund amount from Planet to your bank. 

 

If you do not receive your refund two months after posting the form back to us, we advise you to contact us as there may have been a problem with your Tax Free form. 

21

Where do I mail my Planet Tax Free form?

The sales assistant in-store will provide you with a stamped, pre-addressed Planet Tax Free envelope.

 

You can send your Tax Free form for free in this pre-paid envelope within the country of purchase, however Tax Free forms posted from outside the country of purchase may require additional postage.

 

If you did not get a pre-paid envelope, please post your Tax Free form back to the country office of the country of purchase. This information and other useful links are below:

 

22

Under what heading and in what currency will my refund appear on my credit card statement?

Your refund will appear on your credit card statement as "Planet Refund."

 

In most cases, the refund amount will appear in the currency of your credit card; for example, if you have a US credit card, it will appear in US dollars.

23

Why did you charge my credit card?

If you received an immediate cash refund and do not return your export-validated Tax Free form to us within the specified time period, we charge the credit card you gave us as a guarantee for the agreed amount.

 

These charges can be avoided by making sure you return the export-validated Tax Free form to us within the specified time period.

 

If you are unsure what this is, please check the local rules (see links below) for the country where you got the immediate cash refund. 

 

Useful pages:

 

24

Can I change my refund option?

Yes, once you have mailed your Tax Free form, it is still possible to change your refund choice - if it has not been processed.

 

To change your refund option, please contact the Planet office in the country where you made the purchases ASAP. 

25

Can I claim the VAT on behalf of someone else?

The person who presents their ID and signs the form in-store must be the one exporting goods.

 

This doesn't necessarily have to be the person who pays for the goods. 

26

What if my last departure point from the EU is through (transit) flight via another EU country?

Hand baggage: Goods carried as hand baggage and Tax Free forms must be produced to Customs at the final transfer, the last point of departure before you leave the EU.

 

Hold baggage: If you are leaving from one EU airport but changing flights (in transit) at another EU airport and the goods you are exporting are checked through to your final destination outside the EU, go to Customs at the country where you check-in your bags, your Tax Free form will be export-validated as if that were your last EU departure point.

 

If you collect your bags in-between transit, then you must go to Customs at your last point of departure in the EU where you finally check-in your bags.

27

Can I track my refund?

Yes, and you can check the status of your refund by using the 'Track My Refund' service. 

 

Please make sure you fill in all the requested information. 

 

If you have any issues or questions about your Tax Refund, you can fill in your details via our dedicated enquiry form.

 

28

What are the Terms and Conditions?

Our Terms and Conditions, Privacy Policy and other useful information can be found below:

 

If you can't find the answer you need, then our multi-lingual Customer Services team will be more than happy to help you

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