Frequently Asked Questions
Find all the answers about SolPay: payments, usage, security, fees, and support for your travels.
Customs
What can I do if my form is refused?
If your form is refused, we cannot contest the decision.
Only customs can accept or refuse a tax-free claim.
What should I do in case of a malfunction?
In case of a PABLO kiosk malfunction (France only) or if a customs office is closed, contact the SolPay customer service team.
What should I do if the customs office is closed or malfunctions?
If the customs office is closed or malfunctions, contact our customer service.
How can I find a customs office?
To find the customs office closest to where you are, consult our dedicated pages:
Where should I validate my tax-free form?
To find the customs office closest to where you are, consult our dedicated pages:
Refund
How can I track the status of my tax-free form?
To track the status of your tax-free form or your refund, we have developed a tool allowing you to do so independently. Click below to access it.
What Refund Methods Are Available?
Three refund methods are available:
- Credit or Debit Card — Visa, Mastercard, or American Express, in the name of the person who made the purchase. Please note: American Express transactions incur a €2 processing fee.
- Bank Transfer — available only for French or Swiss bank accounts.
- Cash — available at our partner currency exchange offices. You must present your passport and the associated tax-free form. Additional fees may apply at the exchange office. The maximum cash refund amount is €1,000.
How Do I Change My Refund Method?
- Switching from Cash to Card Refund
You can request a card refund by uploading the required documents through our online tracking tool.
Documents required:
- A copy of your passport (in the name of the person who made the purchase);
- A copy of your credit or debit card, showing the side with the 15–16 digit card number.
If visible, you may mask the expiration date and CVV.
- Replacing an Expired, Closed, or Stolen Card
If your original card is no longer usable, you can replace it with another card by uploading the required documents through the tracking tool.
Documents required:
- A copy of your passport (in the name of the person who made the purchase);
- A copy of your new credit or debit card, showing the side with the 15–16 digit card number.
You may mask the expiration date and CVV.
I Have Not Received My Refund. What Should I Do?
Use our self-service tracking tool to check the status of your tax-free form or your refund. If you still need assistance, please contact our customer support team.
Can I Change My Refund Method After My Purchase?
Yes. You can update your refund method (credit card or cash) at any time using the online tracking tool.
Validation
How long do I have to validate my tax-free form?
In France, as in Belgium, you must have your tax-free form validated by customs no later than the end of the 3rd month following the month of purchase.
Example: For a purchase on January 10, validation is possible until April 30.
Reminder: On the day of validation, you must present your goods intact and unused to customs.
How can I get my tax-free form validated?
On the day of your departure, keep your purchases with you: they must be presented to customs in case of inspection, in their original packaging and unused.
If you wish to place your purchases in checked baggage, you must validate your form before checking in your luggage. The rules differ depending on the country where you made your purchases.
You can validate your form in two ways:
- Electronic validation at a PABLO kiosk (in France only): use a PABLO kiosk.
- Customs stamp validation (France and Belgium): have your form stamped by a customs officer in the last European Union country you visit.
What should I do after validating my tax-free form?
- If you validated at a PABLO kiosk (in France only): you don’t need to send us anything.
- If you obtained a customs stamp: send us the original of your form in the prepaid SolPay envelope provided or to the following address:
SolPay
11 chemin de l’Industrie
06110 Le Cannet, FranceTo whom should I send my tax-free form?
Once you have obtained a customs stamp:
Send us the original of your form in the prepaid SolPay envelope provided or to the following address:
SolPay
11 chemin de l’Industrie
06110 Le Cannet, FranceTip: remember to take a photo of your form before mailing it to facilitate any future exchanges with SolPay Customer Service.
What should I do if I did not validate my form before leaving the European Union?
Customs validation is mandatory to obtain your refund. If this step was not completed before your departure, the VAT refund cannot be processed. If you were unable to obtain validation of your tax-free form due to a malfunction or absence of customs services, we invite you to contact SolPay customer service, specifying your last EU exit point or departure airport.
What should I do with my form after it receives the customs stamp?
🇫🇷 In France, you have 6 months from the issue date of the form.
🇧🇪 In Belgium, you have 3 years from the issue date of the form.To receive your refund, once your form has been validated, you must send your Tax Free form using the prepaid envelope provided by the store or in a standard envelope to the following address:
SolPay Tax Free
11-13 Chemin de l’industrie
06110 Le Cannet
France
General Questions
Can I claim tax-free shopping in all stores with SolPay?
In France, tax-free shopping via SolPay is available only in our partner stores.
Can I get a tax refund on professional purchases or services?
No. Tax-free shopping applies only to tourist purchases. Professional purchases and services are not eligible.
Is there a minimum purchase amount for tax-free?
🇫🇷 In France, the minimum amount is €100.01 in purchases per store, per day.
🇧🇪 In Belgium, the minimum amount is €125.01 in purchases per store, per day.
Need Help?
Available Monday through Saturday, 9 AM to 6 PM CET, our customer service team is here to answer all your questions.