FAQ

You must live permanently outside the country where you shop.

For shopping in the EU, you must live outside the EU.

You must spend the minimum required amount in one store on the same day (varies by country).

For more information:

• - Countries and their Rules
• - How to shop Tax Free
• - Where to shop Tax Free

Yes, but usually only during the last few months of your stay, just before returning to your home country (typically after a stay of at least 12 months).

The exact timing depends on local rules.

Your departure must fall within the allowed period for taking goods out of the country (in most EU countries, this is within 3 months of purchase) in order to get the Customs validation and receive a refund.

For more information:

• - Countries and their Rules
• - How to shop Tax Free
• - Where to shop Tax Free

To shop Tax Free, please follow these three simple steps:

1. 1. Ask for a Planet Tax Free form when you make your purchase.
2. 2. When you leave the country where you bought the goods, or the EU, show your form to a Customs officer or use a kiosk to get your form validated.
3. 3. Get your refund directly on your card through Shopper Portal:

- Shopped in the EU? Access Shopper Portal

- Shopped in the UAE? Check your email/sms — we’ve sent you a link

You'll find helpful advice on how and where to shop Tax Free on our website — and if you need more support, our friendly, multi-lingual Customer Support team is always available to help.

For more information:

• Countries and their Rules
• How to shop Tax Free
• Where to shop Tax Free
• Or you can contact our Customer Services

Most taxable goods are eligible, as long as you take them with you in your personal luggage when you leave the country.

Please note:

• - Goods must be sealed, unused, and for personal use only
• - Stores may impose a limit on identical items you can buy
• - Some goods may be excluded, depending on local laws

For full details on eligible goods, local refund rules, and other helpful Tax Free shopping info, please see the pages below.

• - Countries and their Rules
• - How to shop Tax Free
• - Where to shop Tax Free

Look for stores that display the Planet Tax Free sign at the entrance or checkout.

If you're not sure, ask a store staff member if they offer Planet Tax Free services.

You can find out where Tax Free shopping is available by visiting:

• - Where to shop Tax Free
• - Countries and their rules

No. To be eligible for a refund, you must request the Planet Tax Free form at the time of purchase, directly from the store where you bought the goods. Forms cannot be issued after the purchase has been completed.

Make sure the form is fully completed and validated by Customs when you leave the EU — this is required before you can claim your refund.

We recommend completing the Planet Tax Free form in-store to avoid missing it later.

Your personal details are usually pre-filled, but some stores may give you a handwritten form. If so, make sure all required fields are filled in clearly and correctly.

Incomplete or incorrect forms may be rejected by Customs.

To get a refund, your Planet Tax Free form must be checked and stamped by Customs when you leave the country.

This is called Customs validation or Customs approval. It can be done digitally or manually, depending on the country.

You’ll need to show:

• - Your Planet Tax Free form
• - Your ID
• - Receipts (in some countries)
• - The unused goods (if asked)

Tip: Keep your goods and documents in your hand luggage in case Customs wants to see them.

If you shopped in the EU, you must get your Planet Tax Free form validated by Customs at your last airport or border before leaving the EU.

For other countries, go to Customs when you leave the country where you made your purchase.

Customs locations are usually easy to find at airports, land borders, and ports. Follow signs for "Customs" or "Tax Refund" — usually before security.

Please arrive at the airport early and allow enough time for the process.

For more information:

• - Export Validation Points
• - Countries and their rules
• - Feel free to contact our Customer Services

Yes. To receive a refund, your Planet Tax Free form must be validated by Customs before you leave the country.

If your form isn't validated in time, you won't be able to get a refund.

No. Customs require that all goods be sealed and unused.

If they check your goods and see that they've been used, they may refuse to validate your Planet Tax Free form.

Usually, no. You should keep your goods with you and be ready to show them to Customs before dropping off your bags.

If you need to show your boarding pass first, you can check in, but don't drop off your luggage until after Customs has seen your goods.

In some countries, you must check in first. In that case, ask the airline staff to put a tag on your luggage and give it back to you.

After Customs checks your goods and stamps your Planet Tax Free form, they will send your luggage to the airplane.

Yes. If the goods are high value, it's best to carry them in your hand luggage.

You'll usually need to show them to Customs after security to get your Planet Tax Free form validated.

Refund methods can be different depending on the country. Each location may have its own rules, limits, and options.

The way you get your refund  — and the opening hours  — can also vary by location and may change from time to time.

The most convenient option is to request your refund directly to your credit card through Planet Shopper Portal:

• - Shopped in the EU?: Access Shopper Portal
• - Shopped in the UAE? Check your email/sms — we’ve sent you a link.

For more information:

• - Countries and their rules
• - Tax Refund methods
• - Or you can contact our Customer Services

Yes. Most banks and credit card companies charge Planet a fee to process refunds. This fee is deducted from your refund amount.

For example, American Express charges £1 and MasterCard €1. The exchange rate used may change over time.

By choosing a credit card refund, you agree to this charge.

You can find the full list of cash refund points and other useful information at the links below:

• - Tax Refund points
• - Countries and their rules
• - Where to shop Tax Free

Yes. At most airports, the agent who gives you the cash refund will charge a separate service fee.

• - Tax Refund points

No. The refund doesn't have to go to the card you used for the purchase, but it must be issued to a card that belongs to you.

We aim to process your refund within 30 days after we receive your validated Planet Tax Free form.

Because of how credit card systems work, the refund may appear on your bank statement the following month.

If you haven't received your refund within two months of sending your form, please check your refund status at Shopper Portal, using one of the following links:

• - Shopped in the EU?Track your refund here
• - Shopped in Finland?Track your refund here
• - Or feel free to contact ourCustomer Support team directly — there may be an issue with your form

The sales assistant will give you a stamped, pre-addressed envelope to send your Planet Tax Free form. You can mail the validated form for free within Europe.

If you post the form from another continent, you may need to pay extra postage.

If you didn't get a pre-paid envelope, please send your validated form to this address: Shared Services Centre, Domaniewska 39, 02-672 Warsaw, Poland

Before sending your form, make sure to take a clear photo for your records.

We strongly recommend using registered post to ensure safe and trackable delivery.

For more information:

• - Countries and their rules
• - How to shop Tax Free
• - Where to shop Tax Free

Your refund will show as "Planet Tax Free" or "Premier Tax Free" on your credit card statement.

In most cases, the amount will appear in the currency of your credit card — for example, in US dollars if you used a US card.

If you got an immediate cash refund or had the refund taken off your in-store purchase, we ask for a credit card as a guarantee.

If you don't send us the validated Planet Tax Free form within 21 days, we will charge your card for the agreed amount.

To avoid this charge, simply return the validated form on time.

If you're not sure about the time limit, please check the local rules for the country where you received the cash refund.

For more information:

• - Countries and their rules
• - How to shop Tax Free
• - Or you can contact our Customer Services

No. The person who shows their ID and signs the Planet Tax Free form in-store must be the one who takes the goods out of the country.

This person does not have to be the one who paid for the goods.

For more information, check the EU guide to VAT refund

It depends on whether your goods are in hand baggage or checked baggage.

Hand Baggage: Show your goods and Planet Tax Free form to Customs at your last stop in the EU, right before you leave the EU for a non-EU country.

Checked baggage: If your bags are checked through your final destination (outside the EU), go to Customs at the airport where you first checked in your bags.

If you collect your bags during your stop between flights, you must go to Customs at the last EU airport, where you check them in again.

Yes. You can track the status of your refund. Choose the option below based on where you shopped:

Please make sure you fill in all the requested information. 

• - Shopped in the EU?:Track your refund here
• - Shopped in Finland?:Track your refund here
• - If you have any problems or questions, you can contact us using ourenquiry form.

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

• - Terms and Conditions
• - Privacy Policy
• - About us

If you're leaving Italy by train, make sure you have enough time to get your Planet Tax Free form validated by Italian Customs at the border.

Customs officers do not come onto the train, so you must go to the Customs office at the station before crossing the border.

Trains stop at the border only briefly, so you may need to get off and take the next one after your form is validated.

You can go to one of these stations:

• - Chiasso: Open 24/7, dogane.como.pontechiasso@adm.gov.it
• - Domodossola: Open daily from 08:00 to 20:00, dogane.verbanocusloossola.verifiche@adm.gov.it
• - Chamonix: At the tunnel exit (France/Italy border), go to the French or Italian Customs office.
• - Make sure to check the opening hours of the Customs office in advance here.

If you're leaving the EU and have a short break between flights, you can ask Customs to validate your Planet Tax Free form at your first departure airport.

This is allowed if you have a connecting flight (a double boarding pass) and not enough time between flights.

No. To be eligible for a refund, you must request the Planet Tax Free form at the time of purchase, directly from the store where you bought the goods.

Forms cannot be issued after the purchase has been completed.

No. If you shopped in and are leaving the EU from France, Italy, Spain, or Portugal: use a kiosk or go to Customs for digital validation of your Planet Tax Free form.

In all other cases, for example, if you:

• - shopped in a different EU country, or
• - are leaving the EU from a country different from where you shopped)

You must go to Customs for a manual stamp on your Planet Tax Free form.

At Customs, officers (or airport agents) will check:

• - That you are eligible for a refund
• - That you are taking the goods with you when you leave

In most cases, Customs Validation is free of charge.

However, there is an exception at Vienna International Airport, where the Digital E-Validation system applies a service fee:

• - Digital Forms: A €4 fee is automatically deducted from your refund amount.
• - Manual Forms: A total fee of €11 applies:
  • €7 for digitalization, paid directly to DEV
  • €4 for validation (non-refundable)

You can reclaim the €7 digitalization fee at the Interchange refund desk located at Vienna airport.