🧾Invoice and VAT

Most invoice requests fall into three cases. Find yours below.

Download it yourself — instantly

Every order has a ready invoice you can download without writing to us:

• Right after checkout — the Download invoice button on the order confirmation page.
• Any time later — log in to your account at shop.playtronica.com, open the Invoices tab, and download the invoice for any order (you can select several at once). The same button also sits inside each order's page under Orders.

If the downloaded invoice is missing something you need (your company details, a VAT number), see the company invoice section below.

I just want a receipt for my records

You already have it. The order confirmation email we sent on the day of purchase is your receipt. Search your inbox for "Playtronica" and "order confirmation".

If you cannot find the email, check your spam folder. If it is still missing, email support@playtronica.com with the email address you used at checkout. We will resend the receipt within 1 business day.

Customs is holding my package and needs a formal invoice

This is common for customers in Brazil, Argentina, Costa Rica, the United Kingdom (after Brexit), and parts of Asia. Customs requires a formal invoice that lists items, value, and HS code before releasing the package.

Email support@playtronica.com with the subject Customs invoice #[your order number]. Include:

• Your order number
• Your shipping country
• The phrase "customs is holding the package" so we mark the email as urgent

We send the customs-ready invoice within 1 business day. The carrier usually releases the package within 24 hours after receiving the invoice.

I need an invoice with my company name and VAT number

For business purchases, your accountant or finance team will need a formal invoice. Email support@playtronica.com with the subject Company invoice #[your order number]. Include:

• Your order number
• Company name as it should appear on the invoice
• Full company address
• VAT number (printed on the invoice)
• A PO number if your accounting system requires one

We send the invoice within 1 business day.

VAT on your invoice: what we do not change

Enter your billing details correctly at checkout. This is the best way to get a correct invoice the first time. At checkout, fill in:

• Company — the company name as it should appear on the invoice
• Billing address — the full company address

The invoice is built from the billing details entered at checkout. Checkout has no VAT number field. If you need your VAT number on the invoice, email us after your order (see below) and we add it to a copy of the invoice.

We do not refund VAT after an order is paid. For EU orders, VAT is part of the price you paid. A VAT number added after payment does not change the VAT amount. A VAT invoice does not make us return the VAT.

If your company is registered for VAT, you can usually recover the VAT in your own VAT return. Your accountant knows the rules for your country. We cannot give tax advice.

If your organization cannot recover VAT, or you need a purchase at 0% VAT, ask us before you pay. Email collaboration@playtronica.com with your VAT number and what you want to buy. For eligible EU businesses we prepare the order at the correct VAT rate. See B2B and institutional orders.

If a detail on your invoice is wrong, email support@playtronica.com with the subject Invoice correction #[your order number]. Include the correct company name, address, and VAT number. We can issue a new copy of the invoice with these details. The new copy does not change the VAT amount.

I need a quote before buying (B2B)

For business or institutional purchases of 10 units or more, we issue a formal quote. Email collaboration@playtronica.com with the subject Quote — [your organization name]. Tell us what you want and how many.

We reply within 2 business days with a quote suitable for your purchase order.

A note on import duties and taxes

The price on our shop is the price you pay us. For EU customers, VAT is included at checkout — no extra charge at delivery.

For customers outside the EU (United States, United Kingdom after Brexit, Asia, Latin America, and other regions), local customs may charge import duties or taxes when the package arrives. These charges are set by your country's government, not by Playtronica. They are not included in our price.

Common ranges we see:

• United Kingdom: 20% VAT on most packages
• United States: usually below the de minimis threshold, varies by state
• Argentina, Brazil, India: duties of 15 to 40% are routine

We cannot predict the exact charge for your country. If you want certainty before ordering, check your country's customs website.

Related pages

• Pricing and discounts — base prices, bundles, missed-code refunds.
• B2B and institutional orders — bulk pricing, formal quotes, VAT-exempt purchases.
• Contact — when each address is the right one.

Ask the community

🤝 For creative, MIDI, and performance questions — ask the Playtronica Friends Facebook group. 4,400 members, peer support. See the community page for what to ask there.

This page is for order issues — tracking, returns, refunds, invoices, warranty. The community cannot help with those. Use the email below.

Still stuck

Email support@playtronica.com. We aim for 24 hours, but a reply may take up to 3 business days.