Q&A
The Service:
Why do I have to pay import costs?
When ordering products internationally, your government collects import VAT and duties when the product enters your country. This is collected by your government from the logistics company that delivers your shipment (e.g. UPS, Fedex etc.). The import costs are different from country to country. If you are curious about the import costs you can always contact the logistics company and ask for a specification with a breakdown of the import costs.
What is being refunded?
When you placed an order with one of our partnered retailers, you placed an order with a company based in The Netherlands. Therefore when placing the order you were obligated to pay 21% VAT in The Netherlands. Because these products were being shipped outside the EU, the partnered retailer asked us to assist them with the customs process when the shipment left The Netherlands. Our service ensures you are eligible for a refund on the VAT that you originally paid when placing the order. Apart from providing the correct information, you do not have to take any further action to receive your refund.
When will the refund be transferred into my account?
The refund will be deposited into your account 30 days after the order date.
Can I use this service with any retailer that i want?
Unfortunately at this time our service can exclusively be used on the initiative of our partnered retailers.
Refund Information:
Which information is required, and why is that information required?
In order to transfer your refund we require your name and, of course, information regarding the bankaccount in which you would like us to deposit the refund. Your name is shared with us when you place the order. We are however legally obligated to obtain the bank information directly from you, which is why we request this information by emailing you personally.
Is this safe regarding privacy?
Because Onlinetaxfree.com is based in the Netherlands, we are legally bound by the General Data Protection Regulation from the EU. Under this regulation we are required to save all personal information for the shortest amount of time possible. Therefore any sensitive personal information is deleted from our systems immediately after we have transferred your refund, in compliance with the General Data Protection Regulation from the EU.
Can I have the refund deposited into any kind of account?
At this time we can only deposit the refund into a checking account with a bank that is part of SWIFT.
How do I figure out my SWIFT Code?
Most banks mention the SWIFT information in customer account information and on their mobile apps, website and statements. Usually it is quite easy to find a SWIFT Code through using any search engine and searching for: ‘SWIFT Code + (Bank Name and location)’. If this does not help you obtain a correct SWIFT Code please reach out to our customer support team through the contact form on our website.
Import Costs:
Why do I have to pay import costs?
When ordering products internationally, your government collects import VAT and duties when the product enters your country. This is collected by your government from the logistics company that delivers your shipment (e.g. UPS, Fedex etc.). The import costs are different from country to country. If you are curious about the import costs you can always contact the logistics company and ask for a specification with a breakdown of the import costs.
How much import costs do I have to pay?
The amount that you have to pay is specified by UPS and can be found through their Track and Trace system. This information is shared with you by UPS through email.
When do I pay the import costs?
You are required to pay the import costs before receiving the shipment.
How do I pay the import costs?
You can pay these through the portal in the UPS Track and Trace page, or at the front door with the UPS delivery driver. If you experience an issue while paying the import costs, please reach out to us through the contact form on our website.
Delivery of the product:
How is the delivery of my shipment arranged?
For the time being we ship exclusively through UPS. They will be communicating all the relevant delivery information with you.
When will my shipment be delivered?
UPS will be sending you an email with a Track and Trace code, usually AFTER HOW MANY DAYS”? . If you have not received the information please reach out to the customer service of the retailer you placed your order with.