Tax Free Shopping | Travelex

VAT Refund by Appointment

Claim your VAT refund before you fly from Heathrow Terminal 5

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Save valuable time. Book your 30-minute appointment in advance and enjoy a peace-of-mind VAT refund experience.

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Available for passengers departing from Heathrow T5 only

£120 service fee payable at time of appointment

Enjoy our one-to-one service with no upfront booking fee

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Our location

London Heathrow Terminal 5
Check-in top level
Zone H

Have a question?

  • Are there Terms and Conditions I need to be aware of?

    You can find them here, please read them carefully.

  • Who can use the VAT Refund by Appointment service?

    This Service is only available to passengers flying from Heathrow Airport Terminal 5 to another destination outside of the European Union who are eligible to receive a VAT refund.

    If you are flying from any other terminal in Heathrow Airport or any other airport in the UK, you will not be able to use the Service.

    Your appointment must be scheduled to occur within 4 hours of your flight departure time from Heathrow Airport Terminal 5.

    For more information about making a VAT refund claim, visit

  • What is a VAT refund?

    For more information on VAT refunds in general, visit our page on Tax Free Shopping

  • Am I eligible for a VAT refund?

    In order to be eligible for a VAT refund, you must:

    1. Live outside the EU.
    2. Be leaving the UK for a destination outside the EU with the goods you've bought.
    3. Travel by the end of the third month after the month that you bought your goods.
    4. Present your purchased goods and your receipts (proof of purchase) for them with a completed VAT refund form at the Travelex VAT Refund by Appointment area in Heathrow T5.
    5. Have a valid passport.
    6. For more information, visit the UK Government's guidelines on Tax Free Shopping
  • What makes VAT Refund By Appointment different from the normal VAT refund process?

    VAT Refund By Appointment allows you to pre-book a 30-minute, one-to-one appointment with a Travelex consultant who will personally attend to your VAT refund requirements. Pre-booking a designated time-slot means you know when your appointment is and how long it will take, giving you peace of mind before you fly.

  • Is there a different process for high-value goods?

    There is no limit on the value of the goods for which you may claim a VAT refund. However, high value goods will need to be processed in a different manner in accordance with HMRC rules and regulations.

    • Should your shopping exceed a certain value then your claim may need to be processed after you have gone through security (airside).
    • We can ascertain if this is the case when we discuss your claim with you during your booked appointment.
    • Certain items will need to be hand carried through security to airside so that UK Border Force can inspect the goods you have purchased.
    • These are:
      • All portable electrical items
      • Sunglasses
      • Jewellery
      • Wristwatches

    There are exceptions to the list of goods above that will be clarified by us when discussing your refund claim.

  • Can I cancel the appointment?

    You can cancel your appointment at any time up to one hour before your appointment time at no cost to you by clicking on the link in your appointment confirmation email or by calling us on 0845 8727 627* or 0345 872 7627 (*calls to this number are 2 pence per minute (the service charge) plus your network provider's access).

  • What happens if I am late for the appointment?

    If you are less than 15 minutes late for your appointment, we will try to handle your refund claim but during busy periods, we may need to cancel your appointment or arrange another appointment time.

    Should you arrive more than 15 minutes late, your booking will be cancelled at no cost to you and you will not be able to use the VAT by appointment service.

  • How long does the appointment take?

    Each appointment will last a maximum of 30 minutes.

  • Are there any limits on the number of forms I can process with VAT Refund by Appointment?

    There is no limit on the number of forms, however, we may call you 24 hours before your appointment to confirm the number of forms you have, so we can process your refund as quickly as possible.

  • How will I receive my refund?

    You will receive your refund in cash, in pounds sterling or in your home currency of the country in which you reside at the current Travelex daily rate subject to availability.

  • Are cash refunds applicable to all tax refund documents or in all cases?

    In certain circumstances you may not be entitled to receive a cash refund and you may therefore be asked by us to provide your credit or debit card details so that the value of the refund can be applied to your card instead. We will not charge you a card transaction fee but please note that a fee may be applied by the issuer of your card.

    For more information on when a cash refund will apply, visit the UK Government's guidelines on Tax Free Shopping

  • Where can I direct a query, comment or complaint?

    If you have any queries about using VAT Refund by Appointment, contact us by emailing or by telephone on 0845 8727 627. A service charge of 2 pence per minute (excluding your network provider's charge) applies. Lines are open 24 hours a day, 7 days a week, 365 days a year and all calls are recorded for training and security purposes.