The New OTELLO System Aims to Ease Procedures for VAT Refund at Rome Fiumicino:
Vat Refund Companies
Getting the VAT refund at Rome Fiumicino Airport has not always been an easy or stress-free experience for many travellers. With long queues at Customs and at the VAT refund desks, along with confusion about the procedures, trying to get your VAT refund can be exasperating. It’s certainly the last thing that we need at the end of a holiday. The new OTELLO system aims to make the procedures for claiming VAT refund much easier, or so it seems.
So What Has Changed?
We have all had it drummed into us that an essential element for the validity of our VAT claim is that we must obtain Customs stamp on our VAT form.“No Customs Stamp = No VAT Refund” was the jingle. The new OTELLO system changes this in certain circumstances. It skips the manual “Customs stamp” step and allows us to go directly to the VAT Refund operators to have our VAT processed before checking in for our flight. The new process is intended for passengers who intend to check in their goods in their hold luggage, but it comes with certain conditions.
Otello – Streamlines Procedures for VAT Refunds
OTELLO stands for Online Tax Refund at Exit: Light Lane Optimization (quite a mouth full!). It is an electronic system which was designed to connect the participating stores with the VAT refund agencies and the Customs service. The system allows travellers at Rome Fiumicino Airport to request a VAT refund prior to baggage check-in at Terminal 3 (and Terminal 5) by applying directly to the VAT Refund operators. These companies are responsible for validating your VAT forms through a digital “Customs verification”. This process applies to purchases made in Italy and for which you have an “eTFS” form issued in Italy by any of the following three VAT refund companies:
-
- Global Blue
- Tax Refund for Tourists, and
- Premier Tax Free
Exceptions
The OTELLO system does not apply in the following situations:
- For goods that are being carried in your hand luggage: you will have to apply for your VAT refund in the transit area after security check.
- For goods that were bought outside of Italy and for which you do not have an “eTFS”, you will still need to get your manual Customs stamp.
VAT Refund locations
At Rome Fiumicino T3, the new VAT refund hall is clearly laid out. Looking straight down the hall, there is a bright sign for the Customs office or Agenzia delle Dogane. To the left are the counters for Global Blue and to the right are the counters for Premier Tax Free and Tax Refund.
The Customs desk for VAT refund at T5 is near the offices of the VAT Refund operators.
Tips
- Although the OTELLO system is intended to streamline the VAT Refund process by digitalizing the Customs stamp, the queues at the VAT refund desks are usually quite long. Make sure you allow yourself sufficient time and do your flight check-in online before arriving at the airport.
- If you have two types of VAT refund forms, OTELLO and non-OTELLO, it would be sensible to firstly obtain your Customs stamp for your non-OTELLO VAT claims, so that when you approach the VAT Refund desks, all your forms will have beeen validated for VAT refund.
- The VAT refund service through the OTELLO system will be available starting 4 hours before the scheduled timetable for departing flights.
- The opening hours of the three Vat Refund operators at Terminal 3 are from 7 am to 10 pm. Outside of these hours, you will need to get your forms stamped by Customs as in the manual process.
The new OTELLO system was only launched at Rome Fiumicino Airport Terminal 3 on June 26, 2016. As the system is still fairly new, some glitches can be expected.
VAT Refund Update – 2017
Having spent seven weeks in Italy, we managed to do quite a bit of shopping. By the time we got to Rome, we had a number of VAT refund claims to make. We arrived at Rome Fiumicino Airport T3 three hours before our flight thinking that we’ll have plenty of time. At 8:50 am there was already a huge queue in the VAT refund hall – it gave us a sinking feeling in the stomach.
Things can go wrong
The queue for the Customs desk was huge. As all our shopping were done in Italy, I thought we would be spared queuing in the Customs line. I went to the Premier Tax Free desk first as there was no queue there. Unfortunately, their electronic verification system was not working. I was told that I would need to get the Customs stamp before going to the VAT refund desk. As the Customs queue was huge, I got Tony to stand in line there while I did my Global Blue claims.
Annoying queue-jumpers
The Global Blue queue was rather busy and chaotic as there was a large mainland Chinese group there. Many of the Chinese women in that group were jumping queue, much to the annoyance of other people. Unfortunately, there’s no one to supervise the queues. Even when an American man went up to the counter to complain, nothing was done. The Chinese seemed to think that because they had queued in the Customs line, that they were entitled to push to the front of the queue for the VAT refund company. When I reached the front of the queue for Global Blue, five women pushed in front of me. I told them that they needed to get in the queue, but that fell on deaf ears. They went and pushed in front of people behind me.
VAT processed
When I finally got to the Global Blue desk, my receipts were checked to verify that they were all Italian purchases. The official then stamped them and asked if I wanted cash or credit card refund. He kindly told me how much the refund would be by cash and credit card so I could decide. As I chose credit card, he took my card, swiped it and gave me a receipt showing the refund amount. I expected to get the VAT forms back to send to Global Blue but he said that they will do it. He advised that my refund would be credited in a week or so.
Allow time
When I had finished at Global Blue, I joined my husband in the Customs line. He had hardly made any progress in the line. The Customs officers were doing random checks, hence causing the delays. I felt for the couple of people who had to show all the goods that they were claiming VAT for. Luckily we didn’t have any problem when it came to our turn. After our forms were stamped, we went to Premier Tax Free to get our refund processed. In all it took us 1 hour 15 minutes.
Refunds Received
My refund from Global Blue came through within a week as advised by their airport agents. Premier Tax Free however took its time in processing the credit. When I followed up with them, they said that it would take 6 to 8 weeks. This is a bit of a joke, since all the processing had already been done at the airport. Anyway, the money came through in 4 weeks.
If you have recent experience in claiming VAT at Rome Fiumicino, please feel free to share your experience here.
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Went through the VAT refund process on the way out from Terminal 3 on the 16th of Oct. while the new system simplifies the process it’s a little cumbersome that you have to stand in different lines for the different VAT refund companies…(a different queue for global blue,another one for premier tax..etc). After your form is scanned by the respective companies your offered a refund in cash or on your credit card. The customs area of the form is then stamped by the company representative and kept back with them and you do not need to post the forms.This is again only for the VAT forms issued for shopping in Italy and not from the other EU countries.Also before I forget you don’t need to check in before doing your VAT refund processing and just your confirmed ticket showing your flight time is good enough.
Thanks Arvin for sharing your experience. Yes, I agree that it’s cumbersome having to stand in lines of different VAT companies, but it’s still so much better than the old system where you have to stand in the long queue for Customs stamp, and then stand in line at the various VAT companies if you have VAT forms from Global Blue and Premier.
Glad you got your VAT refunded.
Kind regards,
Helen Page
Hi Helen
My flight will depart Rome fco at 6:10am and all the Vat kiosks will vê closed!
Do you know how can I get the VAT forms validated/ stamped???
Sep / 2021
Hi Hilma,
There are Customs officers on duty for all flights, but finding them so early in the morning may be a challenge. I suggest you arrive a bit earlier and ask at the Information Desk or your airline check-in reps.
Kind regards,
Helen
Hi Hilma.
Did you get the customs stamped your receipts at that time? What time did you go to the airport?
I will have the same flight time which is 6:10 am (Delta) at terminal 3.
Thank you in advance for sharing your experience.
Hi Meg,
I have a flight on 11/20 @6am too. Hoping to hear about your experience too!
Also, if I have 1 hour and 45 min layover in Lisbon before heading back to America, do I request the refund at Fuimicino or Lisbon?
Thank you!
last month i write mail for tax free and anyone replay me answer. When i was in italy i was in office tax free terminal 3 and the person agree to my return me tax free , i put the letter in rhe box and i wait that the office return me money . And my money dont refund in my card i want ti know what the status of my tax free please check me , my name nir and my i.d 037146057
Nir,
To track your refund, you’ll need to firstly go to the website of the refund company that you dealt with, i.e. Global Blue, Premier Tax Free or Tax Free for Tourists, etc.
All these refund companies have a Refund Tracker where you can track the progress of your refund. You’ll need to enter the number of your VAT refund document ID to track your refund. We cannot do this for you.
Regards,
Helen
Hi Helen,
Do you know how that works for the stores who sell to tourists? Do they need to have a special cooperation with the customs office to issue the OTELLO invoice (like a POS terminal or a software) or the tax free company is in charge of everything? It would be good to know because I’d like to open a small shop in Italy and I would like to understand who to contact for this.
Thanks for you help
Hi Fabio,
Make contact with Global Blue, Premier Tax Free or Tax Refund for Tourists and they can advise you on how to sign up as a merchant. These are the 3 refund companies that are linked to the Otello system.
All the best for your new business.
Kind regards,
Helen
I was recently traveling through the Fiumicino (May 2, 2017) airport and went to a VAT office for my refund on purchases. They put the refund on my credit card, I was given the receipt and I walked away. I haven’t seen the refund on my credit card. The receipt doesn’t have their business name on it.
What do you suggest I do?
Hi Nina,
I too went through Fiumicino Airport (May 16th) and the receipts that I was given do have the name of the refund companies on them – Global Blue and Premier Tax Free>
My refund from Global Blue came through within a couple of weeks, but I am yet to receive my refund from Premier Tax Free. They say that it will take 6 to 8 weeks to process which is a bit of a joke, since all the information were keyed in at the airport.
You can go to the website of the VAT refund company and track your refund. If it’s Premier Tax Free or Global Blue, below are the links. You will need the voucher number, which you will see on your receipt. It will tell you whether your refund is in their system, which is the most important thing.
If it is not in the system, I suggest you email them a copy of your receipt and get to to check.
https://premiertaxfree.com/track-my-refund
https://secure.globalblue.com/secure/traveller-services/refundtracker/
Hope the above helps.
Kind regards,
Helen
Any idea the hours of operation for the Customs offices in the terminals at Fiumicino?
Hi Bill,
At T3, the VAT refund desks are open from 7 am to 10 pm, so I assume the Customs desk will be open during this time as well. If not, ask the VAT refund people where you can get the Customs stamp from as there are always Customs officials on duty at the airport.
Please note that if your purchases are made in Italy and you have VAT forms from Global Blue, Premier Tax Free or Tax Refund for Tourists, you don’t need to get a physical Customs stamp. The VAT refund people will do the electronic verification for you.
Kind regards,
Helen
Thanks for your post. Was at Rome Fumucino airport, T3 the in May, 2017. We already got our global blue forms stamped etc. After the passport control, went to the customs office and was greeted by an officer that was really condescending. She gave me the customer receipt and that’s about it. I asked if I need to post out anything as per instruction from the receipt.
She said ‘NO.” and we thought ok that’s pretty much about it. Thereafter, I received the refund few days later. However, just yesterday, i saw that the same amount was charged to my credit card. So i am now kind of confused. not sure if anyone had the same situation.
Hello B,
When there is a reversal of the VAT refund, it usually means that information is missing or that documents have not been received. I suggest you go to the Global Blue website and under Refund Tracker you query them about why your credit card has been charged. Do it ASAP so it gives you time to correct anything that may be incorrect.
Regards,
Helen Page
Hello!!
I want to know if i choose the VAT refund to my credit card when i bought the goods,
When i arrive Rome Fumucino airport, should i go to tax refund office to make a stamp? or i can directly put the tax refund form into the mailbox?
Teresa,
As mentioned above,
1. If your purchases were made in Italy and you have a VAT form from Global Blue, Premier Tax Free or Tax Free for Tourists, you go straight to their desk and they will do the customs verification and refund of your VAT.
2. If your purchases were made outside of Italy, you have to get the Customs stamp before going to the VAT refund desk.
The process is the same for cash refund or refund to your credit card account.
Regards,
Helen Page
Dear Helen,
Thank you!!!
Best Regards,
Teresa
Hi, I’ll be traveling to Rome soon and my flight out is 7:10 in the morning in terminal 3. FCO-> IST (2-hour connection) -> US. Since I’ll have to go through the security line before 6am, I’m not sure what’s the best way to get my refund when the office opens at 7am. Any suggestions?
Hi Erin,
1. The most important thing is to get your VAT form stamped by Customs. Be at FCO early and ask at the Information desk or your airline check-in staff where you can find a Customs desk that’s open.
2. Choose to have your VAT refunded to your credit card. Make sure you have your credit card number on the VAT form.
3. Once you have the Customs stamp you can mail the VAT form back to the VAT company in the envelope provided. Before putting the form in the mail, take a picture of it and make sure the ID Doc number is clear. This will allow you to track your refund online.
The other alternative is to get your refund paid in cash downtown. You then have to get your form stamped at Customs on the way out and mail it back to the VAT company. The stamped form has to reach the VAT company within 21 days of your refund. If it is not returned within that timeframe, they will reverse the refund and charge a penalty. It doesn’t matter if the mail is delayed or lost through no fault of yours, they will still reverse the refund.
Hope above is clear.
Kind regards,
Helen
Thanks for the quick reply! Is the customs (where I get stamps) open before 6am?
Erin,
I’m not sure if the main VAT customs desk is open before 6 am, however there are always Customs officers on duty for all flights. It’s a case of finding out where to find them. As suggested above, ask your airline check-in staff or at the Information desk.
When you find out, can you please drop me a line to let me know.
Thanks and regards,
Helen
Hi Helen,
I plan to buy a Louis Vuitton bag in Italy next month – I believe they are linked to Global Blue? Just so I am clear (as I’m travelling with my 11 week old daughter!), the OTELLO process is;
1. Get your eTFS form completed in store
2. Before check in, take the form and purchase (in my check in luggage) to the Global Blue desk for processing
3. Check in
Sounds simple but I’m sure it’s not!
Thanks in advance,
Natalie
Hi Natalie,
The steps you listed are correct.
When you’re planning on doing tax-free shopping, always take your passport with you as your passport details are required for completion of your eTFS.
The only time when the process could be different would be if Global Blue’s systems are down. In such a case, they will ask you to get the form stamped by Customs before they process it. We had this precise problem with Premier Tax Free.
Make sure you allow time at the airport. If there are supervisory staff in the hall, they may fast-track you because of your daughter. I hope so.
Happy shopping.
Best regards,
Helen
Helen,
What about if I’m flying from from Rome to a connecting flight in another European airport – say in Lisbon – and I have my stuff in my hand luggage? What do I do? Sometimes the downtime for connecting flights are so short.
Also, someone told me he heard from Global Blue that OTELLO is not working anymore. True?
Joe,
If you have a short transfer time, the Customs will stamp the VAT forms for your hand-carried goods for you. They may ask to see your airline ticket.
I’m not aware of OTELLO not working anymore. I was at Rome Fiumicino in May and the OTELLO system was working. The difference now is that OTELLO only applies to goods bought in Italy. If you’ve bought goods in some other EU countries you’ll need to get the manual Customs stamp.
Regards,
Helen
Hi Helen,
I wish I had read your post before my trip to Italy last month. It has been a while since I bought anything fancy abroad.
I purchased some designer bags, and was late to Fiumicino and the airline employee said I had to check in the luggage. Back in the states now and need to get the EU Stamps to get the VAT refund. Please advise.
Hi Lynn,
I suggest you email the VAT company concerned, i.e. Global Blue or Premier Tax Free, etc. and ask them if they will accept, either (1) an export validation stamp from your U.S. customs, or (2) an export validation stamp from an Italian or any EU embassy near you. You may get charged for this service, so you’ll want to find out what the fee is.
The stamp is a confirmation that you’ve exported the goods from Italy.
Kind regards,
Helen
Hi Helen ,thank you for the informative blog, I’m travelling out of Italy this coming Sunday and would like to purchase goods for which I need a refund… ,Apart from opening at 7 and closing at 10pm I wanted to find out if they are open on Sundays as well.
Hi Fungisayi,
I presume you are flying out of Rome Fiumicino Airport? As mentioned in the post, if your Italian VAT refund forms are from Global Blue, Premier Tax Free and Tax Refund for Tourists, you do not need to get Customs stamps. Just go straight to the refund desks. Global Blue, Premier Tax Free and Tax Refund for Tourists are open on Sunday from 7 am to 10.00 pm.
Regards,
Helen Page
My college age daughter is traveling to Italy for spring break and wants to buy a LV while there. Her flight home leaves Rome at 6:45am on a Sunday morning and goes to Heathrow for a brief layover and then to the US. Would you please list the exact steps in order so I can relay to her to get her VAT refund? She has been saving all year for this bag and is excited to get it but nervous about getting the VAT done correctly and in time for her flight. She would like to carry it on. Lastly, she was told to get cash as it was easier than credit card. Is that true and which (cash or card) is the better deal?
Hi Virginia,
Your daughter needn’t be nervous about the VAT refund process as long as she goes prepared with information on what to expect and do.
INSTRUCTIONS FOR YOUR DAUGHTER:
Buying your LV Bag:
There are lots of fake goods floating around in Italy, so make sure you buy your bag from an LV shop, a large department store or reputable retailer.
Tell the shop that you would like to claim VAT refund. They will need your passport details. If you don’t want to carry your passport around, then take a photo of passport information page on your phone. However, some shops may insist on seeing the passport, especially as you’re still a student.
The shop should provide you with a VAT refund form which will show the goods purchased and VAT amount. Most retailers will use a VAT refund company like Global Blue or Premier Tax Free to handle their VAT refund processing. If this is the case, you will be provided with an envelope to return the form to the VAT company after it’s been stamped by Customs at the airport. Make sure the VAT form is completed fully. Information that are required include your Passport no., Name, Home address, Postcode/City, Country, Email, Signature and Refund Option (if by credit card, make sure your credit card number is included)
At the Airport:
US and Israeli carriers normally operate out of Terminal 5 at Rome Fiumicino (FCO). However this terminal is currently being renovated so please check which terminal you’ll be leaving from – I suspect it’ll be Terminal 3. This link takes you to a map of T3 and shows you where things are. http://www.adr.it/documents/17615/13328605/Departures+Terminal+3.pdf/2d1ced99-8549-41df-b0c9-e36df1726327
At T3, the VAT refund desks are behind checkin row 330. However for hand-carried goods, you will need to get your VAT form stamped by Customs after going through Security check. The Customs desk and VAT refund company desks are close by.
The Customs at FCO do not publish their operating hours however under normal flights operations, Customs officers are present at the airport for all flights. That said, for early morning departures, especially on a Sunday morning, the Customs officer may sometimes be hard to locate. It’s a case of asking your airline representative as well as at the airport information desk how to get a hold of the Customs officer if he/she happens not to be at their desk. If you do see a manned Customs desk in the departure area, ask if you can get your form stamped before going through security. A bird in the hand….
Once you have the Customs stamp, take snaps of all your documents before putting them in the mailbox. Make sure you have a clear copy of the DOC ID No. (top right-hand corner of the VAT form) and the Customs stamp. In the event of mail going missing, you can send the image of your stamped VAT form as evidence.
Cash or Card?
Unfortunately as your flight leaves at 6:45 am, your only option is Card. The operating hours of the VAT companies at T3 is 7 am to 10 pm.
However, to answer your question as to whether cash or card is a better deal:
For Cash refunds the VAT company charges a fee for each VAT form lodged. The fee depends on the VAT refund amount as follows:
Refund amount and fee
0 – 25.00€ – 3€
25.01 – 80.00€ – 4€
80.01 – 500.00€ – 5€
500.01 – 2999.99€ – 1% of refund amount
If my refund amount is small, for example 10€, I’d be reluctant to pay a 3€ fee for cash refund. However, if my refund amount is 80€, I’d be prepared to pay the 4€ fee to have immediate access to the cash.
There are no fees for credit card refunds.
The VAT refund process is not complicated and as long as you understand and follow the process, you’ll get your money back. The only hitch I foresee arising is if you have to hunt down the Customs officer. Give yourself time at the airport and don’t be afraid to keep asking till you get your Customs stamp.
I hope the above has given you a better picture of what to expect at Rome Fiumicino when claiming your VAT refund.
Kind regards,
Helen
I flew out of FCO a few days ago. I arrived to FCO ~430am for 7am flight. I visited the customs desk as the global blue and preimer offices would not open in time for me to claim my refund. The customs office entered some info in their computer system and ganded me a paper with a barcode for each of my purchases. I then stuck it in the envelopes with my receipts and paperwork and placed it in the mailboxes by the customs desk. Looking back, I realized the customs didnt stamp my paperwork where it says no stamp =no refund. I just assumed the customs people knew the proper procedure and the barcode print out was “the stamp”? Anyone have this experience?? I really hope I can get my refund as it is quite a large sum.
Hi Kara,
I’ve not come across the printed barcode that you’ve described and hope that it’s a new system that they’ve come up with at FCO? I am hoping that the bit of paper that you received has Customs identification on it and that the barcode is actually the DOC ID no. from your VAT refund form. If this is the case, then you could be okay. I hope that you’ve kept copies of your VAT refund forms as you will need the DOC ID or Barcode no. in order to track your refund with Global Blue or Premier Tax Free. VAT refunds can take up to a month to be paid. To set your mind at ease, why don’t you email Global Blue and Premier Tax Free directly and ask them if that’s what Customs does at FCO for early morning departures.
Kind regards,
Helen Page
Hi Helen,
Thank you for your amazing post.
I am flying to europe soon and getting out from Rome at 3pm.
I am planning to buy several designer bags in florence.
I have several questions:
1. If I paid the goods in cash, would it be possible to get the refund in my credit card?
2. Upon arriving in the airport ( assuming I have the completed global blue tax form, and I wait and queue in the line of the global blue tax, and got the refund). Do I still need to show my goods to the custom officer? ( I am completely confused here) I want to put them in my check-in luggage.
Thank you
Andi
Hi Andi,
1. Yes.
2. At Rome Fiumicino Airport Global Blue, Premier Tax Free and Tax Refund for Tourists are linked to the OTELLO system. This means that these three VAT refund companies can export validate your Italian VAT forms and process your payment as well. Say for instance you have Global Blue VAT forms, Global Blue will complete the whole process for you and you don’t have to go to Customs after that. If however, you have made purchases in other EU countries, say France for instance, you’ll need to get Customs stamp, even if the VAT forms are from Global Blue France.
Your designer bags from Florence can be packed into your check-in luggage – there’s no problem in doing this. What you should do is:
1. Do on-line check-in for your flight the day before so that you’ll have your electronic boarding pass with you.
2. Go to Global Blue Desk (or whichever VAT company form you have) and get your VAT processed. You must have your case and goods and all documents with you. As Global Blue is performing the export validation, they can ask to see your goods.
3. Once VAT process is completed, go to your airline counter and drop off your bag.
Please allow plenty of time at the airport as VAT queues tend to be long at Fiumicino.
Hope the above helps.
Kind regards,
Helen
Hi, I am flying out if Rome on 13th May. Would like to know the easier wayfor vat refund, carrying the purchased items in check in bags or cabin bag. Which process is faster? Can I get a Vat refund even if I don’t have a credit card?
Thanks,
Prerna
Hi Prerna,
1. For hand-carried items, VAT refunds are processed after going through security. There are usually less people doing refunds after security.
2. You can get refund paid in cash at the airport, but they do charge a small fee for this.
Regards,
Helen
Hey helen,
I am flying out of rome on Sunday (I leave venice at 6am and get to rome at 730am) at 1130am. I bought two bags (premium tax free is the company), do you know what’s the conversion rate they offer at the airport when getting the refund or is it better to get the money back on the card? I just like having the cash in hand rather then waiting. Also is that enough time to get my refund if I carry the bags with me.
Hi Sunny,
Currency conversation rates are based on currency movements on the day. The closing rate on Friday will give you an idea of what rate you’ll get on Sunday. For cash payments, the VAT company will charge a handling fee. As an example, below are the fees charged by Global Blue:
0-25.00 EUR – 3 EUR
25.01 – 80.00 EUR – 4 EUR
80.01-150.00 EUR – 5 EUR
150.01-800.00 EUR – 8 EUR
800.01 – 2999.99 EUR – 1% of refund amount
I haven’t been able to find Premier’s handling fees. You should ask them at the airport before deciding your refund option. Please remember that you must have your goods with you if your’re claiming VAT refund airside. Cash refunds are certainly desirable, if you don’t mind paying the fees.
I presume that at Venice Marco Polo Airport your checked bag will be sent straight through to your end destination. Therefore, if you are arriving at 7:30 am and leaving at 11:30 am, barring any flight delays, you’ll have plenty of time to attend to your VAT refund.
Kind regards,
Helen
Hi Sunny,
VAT refund is very easy and takes about 3-4 minutes , as long as you have your VAT forms from the shop where you bought the stuff. For me they didnt even ask to see the actual product I had bought but the rules say you must have it with you esp if its part of your hand luggage. I also opted for cash , for a return of 350 euro I think they only charged me 3 uero which worked for me because I didnt have a credit card.
Where is the otello system located in the Rome airport FCO? Is it before I check in my bags and before security? My flight is at 1 and I will arrive at the airport at 10am. Is this enough time? I plan to use the kiosk to scan tax free forms. What do I do after? Do I mail it back? I just want the refund to go to my credit card. Please advise
Otello is not a kiosk that you go to scan your form. It’s an electronic system available to the three VAT companies mentioned in my post. The tax refund desks are behind the check in area. For your Global Blue and Premier Tax Free forms, you proceed straight to their counters. They will do the electronic VAT verification and process your VAT as well into yout credit card. There’s no need to send forms back to them.
Sorry for rushed reply. Internet access not easily accessible in Central Asia.
Regards,
Helen
Thanks for the reply. I really appreciate it. I will find the otello after check in and go through security. Thanks
Hi Helen do all companies participate with otello? I was told my chanel I couldn’t use otello. I had to get a custom stamp. However when I contacted premier tax they said I could use otello. Can you please clairify? I made purchases at Prada, Gucci, LV and Chanel. Half is with global blue and half is with premier tax. My flight is at 1pm and I will arrive at the airport at 10am in Sunday. Is this enough time? I am leaving on terminal 3 I believe air canada Rome airport fco. Thank you.
Hi Karen,
As your VAT forms are from Global Blue and Premier Tax Free, they are covered under the Otello system provided the goods were all bought in Italy.
Three hours is sufficient time to process your VAT.
Regards,
Helen
I will be departing from FCO airport at 7 AM, so the tax refund counters will not be open. I have purchased stuff that will be in my checked in luggage. Do I need to go to the customs office prior to check in or after the check-in? I am assuming that I will have to mail my tax refund documents.
Thank you for your reply
Hi Shaily,
What you have to do is check in first and tell the airline staff that you want your luggage back (after they’ve tagged it) to claim your VAT refund. Next, go to the Customs desk to get your VAT form stamped. You’ll need to provide your passport and boarding pass and sometimes they will ask to see the goods in your checked bag. After they’ve stamped your VAT form, take a snap of it just in case your form gets lost in the mail. Make sure that the DOC ID (usually in the top righthand corner) of the VAT form and the Customs stamp are clear. Once your done this, then you mail your documents back to the VAT company in the envelope provided.
Hope above clarifies the procedure for you.
Kind regards,
Helen
I am flying out of FCO airport at 7 AM so the tax refund counters will not be open. If I go to the customs office prior to check in, then how would they have the evidence that I am leaving that day? Will online boarding pass suffice?
On-line boarding pass is fine. But you still have to go to the airline check in desk to get your bag tagged before going to Customs. See my reply to your other query.
Regards,
Helen
Hi Helen,
Flying out from FCO on Saturday afternoon, I am excited about your post – thank you. I have only Tax Refund for Tourist documents (the yellow one), so will proceed straight to their counter before check in.
Two questions – maybe you can help:
I am flying out on Emirates but will be connecting on another airline thereafter – sometimes the system therefore doesn’t allow me to check in online. What would be the procedure then (in absence of a boarding pass)?
If I can get the boarding pass, will I be able to wrap my suitcase between showing the goods and going to the counter? I am flying via and airport that is notorious for theft from bags, so I would feel safer…
Many thanks!
Hi Doro,
I presume that you are flying out of the EU on Emirates and then changing for another airline in Dubai, or outside the EU at least? The important boarding pass is the one that shows you leaving the EU so it’s not critical that you have your second boarding pass available. In any case, if you’re booked on the one ticket, you should be able to get your boarding pass for the second flight at FCO but they may not be able to tell you which boarding gate the second flight is leaving from.
Once you have your VAT processed, you can have your case wrapped. If you run into any complications, you can always handcarry your purchases.
Regards,
Helen
Thank you Helen,
I must admit I hadn’t even seen your post the day I left, but you whole page had made me confident enough anyway to not stress about the departure day. It was so much smoother than expected.
We went straight to Global Blue and Tax Refund for tourists respectively, and it was an easy procedure. At TRfT, customs mentioned to the lady via their computer system that they wanted to inspect a few gods (as I had bought twice from one shop, albeit on two different days). I then had to get the baggage tag, which was equally easy, and returned to TRfT, being allowed to jump the queue and taken to customs, also jumping the queue (the queue jumping may evoke some annoyed comments from the queue, but it was all sanctioned) – where the guy then after all did not want to see my goods, but was satisfied by the baggage tag (so all in all just an additional 10 minutes because of that, but all very friendly). I could indeed thereafter wrap my luggage (not possible in many other European countries, where they keep the bag at customs and send it to the aircraft from there).
I was tempted to get the money in cash, as I do not trust TRfT with the refund onto the credit card. But in the end, this would have made quite a difference due to the various invoices and cash fee for it..so I decided to give it a try. Fingers crossed!!
Massive thanks again for your great page and help!
warm regards,
Doro
Hi Doro,
I’m very pleased that you had a positive experience with your tax refund and thank you for taking the time to share your experience – it helps the next person along who might be experiencing tax refund anxieties.
The refunds will take a few weeks to show in your credit card account. Global Blue offers a tracking facility on their website. TRfT is a bit more obscure.
Best regards and enjoy your purchases,
Helen
Thanks Helen,
I will report back in a few weeks….fingers crossed.
The TRfT app has a tracking option, however, this works only for the very new, computer generated invoices with bar codes, not the usual handwritten yellow ones that most shops still use. The status there says refunded already, which is not true. I have their contact details of the Fiumicino office thought and my form numbers, so prepared to take this up is lost in obscurity 🙂
Best regards,
Doro
Thanks again Doro for your update on TRfT. Luckily most of my VAT refunds have tended to be from Global Blue and Premier Tax Free and their systems are pretty reliable.
I look forward to your confirmation that your payments have come through without problems.
Best regards,
Helen
Dear Helen,
I was at the Pisa airport on Sept 23rd and the customs officer told me that Italy changed the rules as of Sept 1, 2018 and that no customs stamp is needed. They made a copy of my documents and passport. Is this the case?
Thanks for your help.
Laura
Hi Laura,
The OTELLO system was introduced in 2016, per my article. The September 1, 2018 date refers to the date when it becomes mandatory for retailers who offer tax-free shopping to issue e-invoices via the OTELLO system, i.e. they can no longer issue manual paperwork. With the e-TFS, you don’t need to get Customs stamp as the VAT companies like Global Blue etc. are electronically link and will do the electronic verification. If however you’ve bought things from other EU countries and are leaving out of Italy, you still need to get Customs stamps for those purchases.
Kind regards,
Helen
Flew out of Rome in August. Had to go to all 3 Tax Refund Companies for different items purchased.
I provided credit cards to all 3 companies but only Premier and Global Blue actually refunded the amounts. Despite the fact that I have a receipt from Tax Refund for Tourists showing my credit card number, I never received credit card credit. ….. Do you have a website for Tax Refund for Tourists, I cannot even find one online?……
Also, when comparing the market rate versus the amount received in US dollars, Premier charged a 6% mission and Global Blue charged a 6.8% commission. The lesson learned is to take the Cash in either local currency or US dollars right away rather than assuming that they are going to actually process the credit card transaction nd that you are going to pay a processing/conversion fee even if you take the credit onto your credit card.
Hi MW,
Website for Tax Refund for Tourists is http://www.taxrefund.it/index.php. You should be able to track your refund on the site.
I used to prefer cash refunds because of certainty of payment, until the VAT companies started charging handling fees for each VAT form processed. From the Global Blue link below you can see an example of the fees charged.
http://www.globalblue.com/tax-free-shopping/italy/rome-fiumicino-terminal-31
So if your VAT refund is a small amount and you have to pay the cash handling fee, you might get almost nothing back.
These days, with the electronic validation processes of the larger players like Global Blue and Premier Tax Free, the VAT refund process is more efficient. As we actually get a receipt from them for the refund due, I am more at ease with taking credit card refunds. I was at FCO on October 17 and by October 22nd, my Global Blue refunds had already been credited to my card account. My Premier Tax Free payments are pending payment. However with smaller players like Tax Refund for Tourists, it could still take time before you are paid.
Hope you get paid soon.
Kind regards,
Helen
Hi.
I made a purchase in Spain (a phone to replace the one I “lost”).
Tomorrow I leave Rome for Venice & return to Rome for flight home.
Can I claim a refund tomorrow or must I wait for my home flight?
Thanks
Hi Kerry,
VAT refund is processed at the time you are leaving the EU, so you do it when you’re flying for home.
Kind regards,
Helen Page
I was not given a receipt or any type of proof when the man who helped me said he electronically stamped my refund document. Is that normal when it comes to an electronic stamp? I’m very uneasy about this.
Hi Len,
Apologies, we’ve been away and have only just seen your query. You didn’t say which VAT refund company you used or which company the “man who helped” you worked for. To find out if your claim has been processed you can go online to the VAT refund company (the one for which you had the VAT form) and use their refund tracker. You’ll need the Document ID of your VAT form to track your refund.
If it’s not there, then I suggest you contact the VAT refund company directly and get their assistance.
All the best.
Regards,
Helen Page
Hi,
I was,in Athens and made a bag purchase in September, I was not able to get Vat stamp when I transfer in Frankfurt due to the delay of my 1st flight. I’m in Europe again right now flying out of Rome I brought the good back with me. Do you think they will stamp the form even though it’s been 2.5 months? Thank you
Alice
Hi Alice,
You have 3 months from the date of your VAT form to have your VAT claim processed. So if yours is 2.5 months, you can still claim it. As your bag was purchased in Athens and not in Italy, you’ll need to get your stamp from the Customs desk. Make sure your bag looks unused as Customs do ask to look at purchases.
The VAT Refund area at Rome Fiumicino airport is very busy, so make sure you allow plenty of time. I was at Fiumicino recently and even at 8.30 am, there was a big queue because of a Chinese tour group being there.
Kind regards,
Helen
hello Helen!
I will be buying an apple macbook AIR at UNIEURO store ROME and will be travelling to USA soon. How do i file my tax refund? how do i check to which company does UNIEURO is associated with? could you please help me in this regard? and where do i get the tax refund form from?
Much Thanks and Regards
Akhil Reddy Pallamreddy
Hi Akhil,
When you’re in the UNIEURO store in Rome, you’ll need to check with them if they offer tax-free shopping – not all stores do. The bigger stores that offer tax-free shopping usually have the logo of the tax-refund company on the shop window.
Make sure you bring along your passport with you. When you’re making your purchase, tell the sales person that you would like to claim VAT refund on your purchase. They will then prepare a VAT refund form for you. If the VAT company is Global Blue, Premier Tax-free or Tax Refund for Tourists you can go straight to their counters at the airport. They will verify your claim and process your claim at the same time. If it is not one of these three companies, then you’ll need to get your VAT form stamped by Customs.
Hope the above answers your queries.
Kind regards,
Helen
Hi,
I am flying out of FCO taking a 8:15 am flight to London where I will have a 2.5 hour layover at Heathrow until my flight home from the US. I’d like to hand carry my purchases. Can I get a customs stamp after security in FCO or do I need to obtain one in LHR? Would it be a better option for me to check in my luggage? I don’t believe I can use the OTELLO system since my flight leaves early and not sure the VAT refund desks would be open. Any information would be helpful. Thank you.
Hi Janette,
The VAT refund desks opens at 7:00 am so you won’t have time to have your refund processed via OTELLO. Since you prefer to hand-carry your purchases, you can ask Italian Customs to stamp your form and if they won’t do it, then you have a second chance at LHR. I suggest you try and get your stamp at Rome FCO because sometimes there may be flight delays and the 2.5 hour layover at Heathrow becomes something less.
If you want to check in your purchases, you must be able to get your forms stamp before doing your checkin. Sometimes at early hours it can be difficult to locate Customs officers on duty. There are definitely Customs officers on duty for all flights, but finding them is a different story.
All the best,
Helen
Is it possible to go to FCO the night before an early morning flight (Global Blue) to process forms to your knowledge please? Thank you. We have an early flight and reading the issues are thinking we will stop by the airport the previous evening. Probably easier said than done.
Hi i have refund paper stamped on Rome airport and my daughter i thought dropped the refund slip on the wrong box but i took pictures of them. Any advice please and thank you!
Go to the website of the VAT refund company that you were supposed to return your refund slip to (e.g. Global Blue, Premier Tax Refunds), and look for their “Track your Refund” or “Contact Customer Service” section and get help from them. As an example, I’ve provided link to the Global Blue website. If your refund slips have been placed in the correct box, it’ll take a couple of weeks before it shows in their tracking system.
https://cs.globalblue.com/s/?language=en_US
Kind regards,
Helen
Thank you so much but what if it’s not dropped in the correct mailbox, is there anyway we can claim it? i took pictures of the stamped refund form. thanks again
The refund companies handle heaps of VAT refund claims each day and sometimes paperwork do go missing in the mail. As long as you have photos of the stamped refund form, you’ll be able to get your refund. As mentioned earlier, go to the Track your Refund section, complete the information required and it’ll tell you the status of your claim. If after a few weeks there’s nothing showing, or still showing as pending, you can ask for assistance. They will ask you to upload your pictures of the refund form and hopefully that’ll get you your refund. Please do allow some time – as mentioned, they handle a lot of claims every day.
Best wishes with your claim,
Helen
thank you for the helpful information.