Track My Refund
To check the status of your refund, update your refund method, or upload additional documents, enter the information below.
Internal Reference Number
The internal reference number is located below the QR code in the “Identification” section of your tax-free form.
Email Address
Enter your email address to receive updates about the status of your tax-free form.
PASSPORT NUMBER
Your passport number allows us to verify your identity and secure all communications.
Frequently Asked Questions
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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.
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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.
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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.
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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.
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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.
Need Help?
Our customer service team is available Monday through Saturday, 9 AM to 6 PM, and will respond to your request as quickly as possible.