FAQ
General FAQ
Private clients
Never enter your access data or confidential information if prompted to do so in a link. When signing in, make sure you are logging on to a web site that is actually by Österreichische Post. Delete any e-mails that you find suspicious.
For additional information, please see our page "Online risks".
+43 800 20 60 20
Mon-Fri 08:00 - 17:00 Uhr
Sat/Public holidays: no Service
If you have any questions regarding a change of utility provider, please contact our energy costs hotline:
+43 800 21 22 20
Mon-Fri 07:00 - 19:00 Uhr
Sat 08:00 - 13:00 Uhr
Public holiday: no Service
In the SB Area of the Austrian Post, you can package, frank and dispatch around the clock. If you need any help, you can reach our SB-hotline via the following number:
+43 800 01 01 01
Mon-Fri 07:00 – 20:00 Uhr
Sat 08:00 – 20:00 Uhr
Public holiday: no Service
Please complete the contact form only if our tracking system indicates a different status for your item or if you have another inquiry. Thank you for your understanding.
Domestic and international mail
- Address block aligned left
- No empty line in the address block
- Do not underline anything
- No indented postal codes
- No dash between postal code and destination
- No country code before the postal code
- For items sent abroad, please print the country of destination in the last address line
For additional information, please see our "Addressing: getting it right" brochure.
When your item is at a distribution center, it means that
- it is already in transit and in Austria (in the case of international items).
- it has been handled at the distribution centre and forwarded to the correct delivery station.
- this is an important first step for our delivery staff to eventually bring the item to your doorstep.
Bank
Private clients
- Pension payments/family allowances/unemployment benefits can be paid out at our Österreichische Post service locations and by our delivery staff.
- Transfers can be made as before at the Österreichische Post counter and at our self-service kiosks, if available.
- Cash withdrawals can be made at the Österreichische Post counter and in the self-service area.
- From 1 April, international money transfer via Western Union will no longer be available at Österreichische Post postal branches.
This service will still be available at selected Österreichische Post Partners.
From late April, our new money transfer service RIA will be available for all international transfers.
Letter FAQ
Private clients
For additional information, please click here.
- With stamps: We will be more than happy to take care of that for you: franking service
- ”Postage paid” items
- Franking machines
Parcel and Post Express
Private clients
- In the section "Domestic parcel rates“
- In the section "Domestic Post Express“
- International parcels: Country-specific information.
- In the section "International Post Express rates"“
More than 97% of domestic parcels are delivered within 2 business days.
Approximately 97% of domestic Post Express items are delivery on the following business day by 1:00 p.m.
For information about international items, please see our rate calculator.
Post Express items are usually delivered to recipients on the following business day by 1:00 p.m.; if required, Saturday delivery is available (by choosing the additional service).
Delivery times for international Post Express items are available here.
We have many additional services to fit your shipping needs.
Additional information is available here:
The following applies for delivery in Austria and abroad:
- Address block aligned left
- For items sent abroad, please print the country of the destination in the last address line
- No empty line in the address information
- Do not underline anything
- No indented postal codes
- No dash between postal code and destination
- No country code before the postal code
Philately
Private clients
Energy cost calculator
General
Energy cost calculator
Energy
Energy is the product that the provider supplies to you and that is where a switch is possible.
On your bill, you will find a consumption overview for your meter, the consumption period and the consumed amount of kilowatt hours (kWh). It also includes information about whether your meter has been changed to meet the statutory calibration requirement in order to determine the energy consumption. The consumed kWh are multiplied by the applicable rate and this will give you the net price of your energy costs.
In the "energy total" section, you will find the consumption period, the kilowatt hours used in the indicated period, the day-to-day calculation for the billing period and the energy and basis price as well as the grand total.
Das Flugblatt
Private clients
Customs, Import
Private clients
In order to prepare the customs declaration for your item, we need a purchase order as well as proof of payment.
On the purchase order, the following information needs to be clearly visible:
- the item you ordered
- the volume you ordered
- invididual values for articles ordered and
- shipping fees paid
If you are unsure which articles are included in the item subject to customs duties, compare the item number you received from us via letter mail or e-mail with the number provided by the online shop you ordered from.
As proof of payment, we need an excerpt from the posting line. This can be, for instance, a PayPal invoice, credit card statement or transfer confirmation. Please note that we do not accept documents in other scripts (Chinese, Cyrillic) or pro forma invoices.
Please note that the following fees and duties will apply as a result of the customs declaration for your item and we will charge these to you when we deliver the item to you:
- 20% import turnover tax for a merchandise value of EUR 22 and up (effective until 30 June 2021)
- Customs duties for a merchandise value of EUR 150 and up
- Customs handling fee in the amount of EUR 10
- Any excise duties. These apply to all goods subject to excise duties such as tobacco and tobacco products, parfums and eau de toilette, alcohol products as well as roasted coffee, soluble coffee and other goods that include caffeine.
Personal gifts up to a value of EUR 45 are exempt from these duties.
For items with a value under EUR 150, (usually) import turnover tax of 20% will be charged. In addition, we will charge the customs handling fee of EUR 10. If the value of a shipment is, e.g., EUR 100, fees in the amount of EUR 30 will apply (EUR 20 tax and EUR 10 customs handling fee).
For items with a value over EUR 150, additional customs duties apply. The exact amount will strongly depend on the nature of the merchandise and will therefore vary.
There are a few reasons for a customs impediment. Below please find a list. Detailed information is available underneath.
- Missing proof of value
- Implausible merchandise value
- Missing import permit pursuant to Foreign Trade Act
- Missing return certificate
- Missing import permit for weapons
- Missing import permit for medicaments
- Missing import privileges declaration
- Missing import permit for species protection
- Missing business licence for tobacco products
Impediment as indicated on complement to customs declaration
If none of the reasons above applies, you will find the reason on the supplement to the customs declaration.
For additional information, please visit the web site of the Austrian customs authorities.
If you do not want to receive the item, please use the subject “Rückmeldung zu XXX – Annahme verweigert“.
If you were contacted by letter mail, please check the relevant option for “RÜCKMELDUNG ZU” (response regarding) on the enclosed response element and return it to the address indicated on the letter along with the missing documents.
https://www.bmf.gv.at/en.html
Personal gift parcels are merchandise items sent from a private person from a non-EU member state to another private person in the EU, as long as
- such parcels are sent only occasionally
- such parcels include exclusively merchandise for the recipient’s personal use and their con-tent and volume does not lead to assume that they will be used commercially
- the recipient does not receive any form of payment for such items.
These gift parcels are exempt from tax for up to a merchandise value of EUR 45.
Customs
Private clients