Online order and payment FAQ: Europe and UK
The following content applies to NA, APAC and EMEA Geos
The Adobe European Stores are available only to residents of the United Kingdom, the Republic of Ireland, France, Germany, Austria, Switzerland, Belgium, Luxembourg, Italy, Spain, Portugal, Finland, Norway, Denmark, The Netherlands, South Africa, and Sweden . If you are not currently a resident of any of these countries, please check our store selector to see if we have a store that serves your country, or see Other Places to Shop to purchase Adobe products.
North America customers may refer to our North America order and payment FAQ.
Asia-Pacific and International customers may refer to our Asia-Pacific/International order and payment FAQ.
Online order and payment Frequently Asked Questions
Placing an order
- How much do you charge for shipping and handling?
- How much do you charge for customs, brokerage, and other fees?
- Do you accept purchase orders?
- Can I order an upgrade from the Adobe Store?
- How does my shopping cart work?
- What other ways can I order?
- Can I order using my Opera browser?
Payment
- What forms of payment can I use?
- Is it safe to use my credit card?
- What happens to the information I give you?
- My credit card number was not accepted. What can I do?
- Why is PayPal not available for my purchase?
- Why has my card been charged multiple times?
VAT
- Do you charge VAT?
- How much VAT/GST am I charged?
- I am a customer in Norway or Switzerland. Why is VAT charged on my purchase when I have a VAT registration?
- I am a customer in the UK. Why was I charged VAT on my boxed product when I have a VAT registration number?
- I am a customer in Germany. Why was I charged VAT on my boxed product when I have a VAT registration number?
- I am a customer in Ireland. Why was I charged VAT on my download or service when I have a VAT registration number?
Completed orders
- How do I get a receipt for my purchase?
- How can I view my order history?
- Where do I find my serial numbers?
- How long will my download be available?
Online order and payment Frequently Asked Questions
What forms of payment can I use?
We accept these credit cards: MasterCard, Visa, Switch ( UK only) and Solo ( UK only). Direct debit is available in the Adobe Store Germany. PayPal is available for software, book, support and font purchases on the UK, Germany, and France stores, but not for subscription purchases. For additional information, or to sign up for a PayPal account, please visit PayPal.com..
Is it safe to use my credit card?
All online credit card sales are kept secure by SSL technology, the most secure encryption technology currently available for electronic transactions. We use the same credit card networks that retail stores use when you make a credit card purchase in person.
What happens to the information I give you?
Your information is safe with Adobe . Please read our privacy policy.
My credit card information was not accepted. What can I do?
For proper credit card verification, the billing address on your order must match the billing address on your credit card. Please make sure that your name and address appears exactly the same as the name on your credit card billing statement. If your card has a security code it must be entered correctly on the payment screen. You may see a hold of 1 or 1 on your bank statement after your transaction or credit card was not authorized in the online store. The online store needs to authorize at least this amount to process your payment request. This is not a fee and you will not be charged this amount. If you are using a corporate card, check with the card holder or your Accounting department to verify the name and billing address of the card holder. Corporate card orders must also use the name of the card holder in the billing address, and not the purchaser, in order to process the order successfully. If you continue to have problems, please contact Customer Service. Remember that your credit card will not be charged until the product is actually shipped.
Why is PayPal not available for my purchase?
Paypal is accepted for software, books, support and fonts, but not for subscription purchases, on the UK, Germany, and France stores only. Due to time restrictions for Paypal authorizations Paypal may not be offered as an option for preorders.
In most parts of the world we are legally required to charge you sales tax according to the calculations you see during your purchasing process. If we do not charge taxes, you may still be liable to pay the taxes yourself. On our European stores, for hard goods, books and services you will be charged the relevant VAT rate.
How much VAT/GST am I charged?
For downloads: Adobe Ireland delivers downloads from Ireland which means that any electronic sales are charged the Ireland VAT rate for EU members. For other sales and services: Adobe Ireland is registered in many different countries for which it is responsible for charging and collecting VAT/GST. The rate charged depends on the country from which the goods are shipped.
The Adobe Store quotes prices inclusive of VAT and charges VAT on all software transactions within Norway and Switzerland. Adobe is VAT-registered in Norway and in Switzerland because it was required to do so under these countries' VAT regimes. Therefore Adobe is obligated to charge VAT to all customers in Norway and Switzerland .
Goods for UK customers are shipped from the UK and therefore sales of physical goods to all UK customers must include VAT (domestic transactions). N.B. UK customers who purchase a service or download and enter a valid VAT number into the Adobe store at the point of purchase will not be charged VAT.
Goods for German customers are shipped from Germany and therefore sales of physical goods to all German customers must include VAT (domestic transactions). N.B. German customers who purchase a service or download and enter a valid VAT number into the Adobe store at the point of purchase will not be charged VAT.
Adobe delivers downloads from Adobe Ireland , which means that any electronic sales to Irish customers must include VAT. N.B. Customers from Ireland who purchase physical goods and enter a valid VAT number into the Adobe store at the point of purchase will not be charged VAT.
How much do you charge for shipping and handling?
Shipping charges vary by country. You will be able to view your total shipping charge at the time you place your order. For detailed information, see our Shipping and Delivery FAQ.
How much do you charge for customs, brokerage, and other fees?
Because Adobe cannot determine the customs, brokerage, or other fees that you may incur when the product enters your country, UPS will collect these fees when they deliver your order. For shipments to Brazil, New Zealand, Hong Kong, and South Africa, the carrier will collect appropriate taxes (VAT, GST, IVA, etc.) in addition. For a more accurate estimate, please check with UPS. If the amount still isn't clear and you want to be absolutely sure of the charges, we recommend that you purchase the download version of the product, or buy the products from your local Adobe reseller.
Do you accept purchase orders?
The Online Store currently cannot accept purchase orders.
How do I get a receipt for my purchase?
Sign in to Your Account on the Adobe store and under Purchases select the link to Order History. Click the appropriate order number to view details, and then click the Printable receipt button for a receipt formatted to print from your browser.
Can I order an upgrade from the Adobe Store?
Yes. To complete your order for some product upgrades, you'll need to enter the original product serial number on the choose products page. All software upgrades require you to enter the serial number of an earlier version, on the same platform as that being purchased, during the installation process.
How does my shopping cart work?
As you add items to your shopping cart, we will display your items in the upper right corner of your screen, including the item name, quantity, and price per unit. The items you select will automatically remain in your cart for 120 days. You do not need to sign in to save or access your cart if you are using the same computer. Note: Prices will be updated if an item price increases or decreases after you add it to your shopping cart. If an item is no longer available for sale it will automatically be removed from your cart.
You can place an order directly with Adobe or purchase from a reseller.
Can I order using my Opera browser?
Unfortunately, the Opera browser is not currently compatible with our Online Store purchasing process. You can use your Netscape browser or Internet Explorer to complete your purchase.
How can I view my order history?
Go to your account page by signing in as a member and selecting View Order History under Purchases. You can access your current order, your order history, and other information you've provided in the past. It's a good idea to keep your information current, particularly the e-mail address.
Note: If you purchased from another Adobe store in the past, you may need to click the link at the top of the order history to find your download in another store
Where do I find my serial numbers ?
- Log in to your account. If you do not remember your password, follow the directions on the page.
- Under Purchases Click the link to "View order history".
- Follow the links to your downloads.
- Locate the serial number for your specific product
- If you purchased from another Adobe store in the past, you may need to click the link at the top of the order history to find your serial number in another store.
- For box versions, the serial number is located on a sticker on the CD.
How long will my download be available?
You may return to your Online Store account to resume a download, or re-download your products three years as of the day of purchase. If for some reason you are not able to access your account or are unable to find your previously purchased downloads, please contact customer service.
Adobe reserves the right to change this policy at any time with or without notice.
Need more information? Contact Customer Service
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