FAQ

General FAQ

Private clients

Please check if you have actually used a service provided by Österreichische Post AG or if you expect an item.
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".
For open positions/job listings, please visit: Job openings
Please enter the postal code you are looking for into our location finder.
Using the Aktionsfinder-App, you can see the most interesting brochures of the most popular Austrian retailers. For any questions, call our Aktionsfinder hotline:
+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
Given the record amount of parcels we are processing, delivery times might currently be delayed. If your item status stays that the order data have been provided by the sender, it means that your item is not yet in our system. This is why no additional information about your item is available. All our employees are working hard to ensure items are distributed and delivered as swiftly as possible. We kindly ask for your patience.
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.
Given the record amount of parcels we are processing, delivery times might currently be delayed. If your item status stays that the order data have been provided by the sender, it means that your item is not yet in our system. This is why no additional information about your item is available. All our employees are working hard to ensure items are distributed and delivered as swiftly as possible. We kindly ask for your patience.
An authorisation to receive mail allows you to determine up to five persons you trust to receive mail on your behalf. Go to authorisation to receive mail

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.

 
All our GTC are available here: GTC
For detailed information, please see our rate calculator.

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.
 
Use the search function in our branch locator to find postboxes, branches, pick-up stations, etc. close to your home.
Please go to our tracking service and enter your tracking number. It allows you to conveniently follow the status of your parcels and Post Express items.
Sometimes, items travel quite a bit before they reach your doorstep. This journey might include stops at several distribution centres. But no worries, your item will arrive soon, we promise!
You can permanently delete your Österreichische Post account by going to “My profile”, provided that there are no active orders. If there are any active orders, please cancel them first in your Österreichische Post account, by going to your postal branch, or by calling our customer service hotline.

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.
 
Banking transactions can be made during our entire opening hours.

Letter FAQ

Private clients

Money may be sent in insured letters only. For comprehensive information about sending insured letters, please click here.
No, because the minimum of 1,000 items per batch is a requirement.
For comprehensive information about postage paid indicia, please click here.
Since ECO BUSINESS items are not part of our universal services, they are subject to VAT. PRIO and ECO items, on the other hand, are exempt from VAT.
Yes, if your volume exceeds 1,000 items per year, you can print your bar codes directly on your items. For comprehensive information about how to proceed, please contact your customer advisor or call our customer service centre at 0800 212 212.
Unfortunately, we do not accept cash payments at our distribution centres. If you would like to take your items to one of our distribution centres for processing, you need to sign a deferred payment agreement with Österreichische Post. Your customer advisor will be happy to help. You can also call our customer service centre at 0800 212 212.
No, this option is not available. Registered mail may only be posted at Österreichische Post service locations, at posting boxes in self-service areas or at Österreichische Post distribution centres. This is the only way for you to get a certificate of posting.
You can request a missing mail search 5 days after posting your item. You can do this online or in person at one of our Österreichische Post service locations. Please have your tracking number handy.
For letters and stamps, franking impressions may be used instead of stamps.
For additional information, please click here.
 
Information about items with standard postage.
For comprehensive information about maximum and minimum dimensions for letters and packets, please click here.
For comprehensive information about correct addressing, please click here.
Your item is insured against loss, theft, and damage for up to EUR 75.
All our GTC are available here: GTC
For information about delivery times, please click here.
For detailed information, please see our rate calculator.
The fee for registered mail items in Austria is EUR 2.30 in addition to postage. Rate information for international mail items is available here.
 
Labels for registered mail are available free of charge at any Österreichische Post service location or from your customer advisor.
You will find your tracking number on your certificate of posting or on your receipt.
You can follow the status of your item online. All you have to do is enter the registered mail number on the dedicated field.
Detailed information is available online under country-specific information.

Parcel and Post Express

Private clients

For detailed information, please see our rate calculator.
 
Post Express is the perfect solution for you!
In this section, you will find everything you need to know, e.g., additional services and country-specific information.
More than 96% of all PRIO letter mail items are delivered on the following business day.

More than 97% of domestic parcels are delivered within 2 business days.

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.
In this section, you will find all rates and additional services for Post Express delivery in Austria.
In this section, you will find all rates and additional services for international Post Express items.
Please go to our tracking service and enter your tracking number. This service lets you track all your parcels and Post Express items and check their current status.
Parcels to destinations in Austria are usually delivered within two business days.
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.
 
Deposited items that could not be delivered to the recipient personally will be available for pickup for at least 14 calendar days at your Österreichische Post service location, Österreichische Post pickup station, or Österreichische Post mail collection box.
Items deposited at a pickup station can be picked up 24/7. Some senders offer the option of sending your items to your preferred pickup station. As an alternative, you can request parcel redirection via the Post app or online at post.at.

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
 
Standard parcels (max. L 100 x W 60 X H 60 cm) are compact, rectangular, stackable, and sortable. The maximum weight is 31.5 kg.

Philately

Private clients

Click here for comprehensive information about our stamp subscriptions.
All philately news!
Yes, you can purchase all valid stamps by Österreichische Post AG in our online shop. You can choose between stamps for postage and for philately purposes.
Click here for comprehensive information about our product MEINE MARKE personalised stamps.
Click here to go to our philately shops.
Click here to find all information about our special post offices.

Energy cost calculator

General

We receive our data from Energie Control Austria (E-Control), which is the public regulatory authority for the Austrian power and gas market.
Our energy cost calculator can be used by any private household that uses power and/or gas. Keep in mind that if you would like to switch to a new service provider, the bills should be in your name so that the new provider can make the switch for you. Currently, no registrations for first-time clients (e.g., after a move) are being accepted.
Power and gas providers are fully independent of each other. It follows that you can switch providers separately.
The meter point administration number in a unique identifier for your meter. Every power and gas meter has its own identification for its meter point administration number. It is a 33-digit number that you will either find on your latest power or gas bill, your power service agreement, or your grid fee agreement.
You will find the name of your current energy provider on your latest power/gas bill.
A two-rate meter helps record power consumption with the use of two meters. Such a device is always used when consumers take advantage of a high and a low rate. Ultimately, a two-rate meter divides power consumption into two time-dependent rates that are invoiced at their own kilowatt rate. This allows for costs to be settled correctly. If you have a two-rate meter, you can enter your consumption on the energy cost calculator home page in the "Do you have special requirements?" field.
The grid operator is the owner of the energy grid. It is the company that distributes energy to end users. When you switch to a new provider, you are not free to choose the grid operator because the operator's grid area is limited to a certain physical area. Since the liberalisation of the energy market in 2001, energy providers have been in competition with each other. This means that all clients are free to choose their energy provider.
The switch will be arranged at the earliest possible point in time. However, the statutory termination period of 6 weeks needs to be respected. Uninterrupted energy provision is ensured at all times.
No, at Österreichische Post you can only switch from one provider to another. This means that you need active power/gas supply at that the latest supply agreement must be in the name of the client who would like to switch to a new provider.
In the case of floater rates, the price is tied to an index. It is standard practice to adapt prices in line with the index development. If you have chosen a fixed-price rate, the operator must inform you about any price changes in a timely manner. The client then has the right of termination.
You can also compare rates if you feed power from a photovoltaic facility into the grid. Currently, the only energy provider that offers this option is Naturkraft.
The contract term will depend on the provider. Usually, energy provision agreements are closed for an indefinite period of time. If a period of commitment has been agreed on, ordinary termination is possible by both parties following the notice periods defined by Section 1 item 2 of the Austrian Consumer Protection Act. The maximum period of commitment defined by law is 12 months.
The provider indicates the available payment option for every rate. Generally speaking, SEPA direct debit or payment slips are available. If clients choose not to use SEPA direct debit for their energy provision agreement, providers will usually send a payment slip. If the operator offers the SEPA direct debit option, clients can request this payment option from the operator at a later point as well.
You can permanently delete your Österreichische Post account by going to “My profile”, provided that there are no active orders. If there are any active orders, please cancel them first in your Österreichische Post account, by going to your postal branch, or by calling our customer service hotline.

Energy cost calculator

Energy

Yes, definitely. Energy provision is regulated by law, which is why there will never be any interruptions in power or gas provision. 
No, you do not have to do that. Your new energy provider will take care of switching your power and gas for you.
The new agreement needs to be completed by the current contract holder. If your energy provision agreement is in your name, you do not need to inform your landlord/landlady about switching to a new provider.
The grid operator will share your annual power consumption with your old supplier who will then take care of the final settlement of accounts. If you have a credit balance, your previous operator must pay it out to you as part of the final settlement of accounts. You will have to cover any outstanding payment.
Your energy bill has three major components: power, grid, and taxes/duties.
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

No, you can also use other "leaflet opt-in" stickers from previous initiatives. If you don't have any sticker handy, NOT having the "no advertising" sticker on your letter box will do the job. In this case, you will receive KUVERT with all discounts and special offers.

Customs, Import

Private clients

Please note that items that include merchandise from a third country (non-EU country) have to be registered with the Austrian customs authorities before they can be delivered. There will be an inspection to determine if duties will be charged or if all import regulations were complied with. This might take a few days.

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
  • Customs duties for a merchandise value of EUR 150 and up
  • Import duty depending on the merchandise value and product between EUR 5 and 36 (Customs service rates letter mail, Customs service rates international parcels)
    For further information, please also refer to our customs services rates in the General Terms and Conditions.
  • 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.
  • Handling and storage fee if the recipient has to be contacted, EUR 24

Personal gifts up to a value of EUR 45 are exempt from these duties.

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.

Customs regulations require customs payment for items from non-EU countries. Depending on the content, merchandise value and any applicable duty-free allowances, the customs authorities collect import turnover tax and, if applicable, customs duties. These are due immediately upon import. Österreichische Post AG makes these customs payments on behalf of the recipient. At the time of delivery or handover at an Österreichische Post service location, we will charge these duties to the recipient. Österreichische Post charges import duty for third-country items for this service, which includes recording and checking item data.
As a result of customs regulations, items from non-EU countries must be cleared through customs. If not all documents required for customs clearance are available, Österreichische Post will get in touch with the recipient.
The recipient has the option of a) providing the required documents, paperwork etc. so that they can receive the item after it has been cleared through customs.
Option b) is to not provide any documents, paperwork, etc. and for the recipient to declare that they do not want to accept the item. In this case, the item will be returned to the sender.
In the case of option a), we will charge a handling and storage fee for the subsequent customs clearance.

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.

Due to the required electronic data recording, we charge an import duty for third-country items in the amount of EUR 5.

The contents and value of the goods must be proven by means of proof of value and clearly displayed on the outside of the shipment. Please note that documents in Chinese, Cyrillic or similar characters cannot be accepted. 

If not all documents, records, etc. required for customs treatment are available, Österreichische Post AG will contact the recipient. This may result in additional costs. 

 
Items with a merchandise value of more than EUR 150 are subject to customs duties. The amount of these duties strongly depends on the merchandise itself and will therefore vary. 
When you ordered, you paid for the merchandise only. However, customs duties also apply. All items sent through the postal service have to be checked for customs and duties at the time of import.
Please note: along with their customs declaration, business clients also need to provide their EORI number. This EORI number can either be provided in the “information from the recipient”, in the document mentioned above or in any other document.

Effective 1 July 2021, the duty and tax-free allowance for merchandise from non-EU countries under EUR 22 no longer exists. This means that all merchandise imported into the EU will be subject to import turnover tax, independently of the merchandise value. For every import item, a customs declaration with duty assessment is required.

This regulation is based on an EU decision and has been introduced to create more fiscal fairness among international retailers and retailers in the EU and, ultimately, Austrian retailers. After all, clients who buy at retail stores in Austria have to pay VAT for the merchandise they purchase.
For the customs declaration and the verification of import regulations, information about the merchandise value and the content of the merchandise is required. This information is to be provided by the sender by way of a customs declaration (form CN23).

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.

 

There are a few reasons for a customs impediment. Below please find a list. Detailed information is available underneath.

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.

 
For every customs declaration, an import permit pursuant to the 2011 Foreign Trade Act as amended is required.
Any customs declaration for merchandise subject to the 2009 Species Trade Act as amended requires an import permit from the competent Federal Ministry. If the import permit is not presented in a timely manner, the item will be handed over to the customs authorities.

To complete the customs declaration for medicaments, the corresponding import permit pursuant to the 2010 Medicament Import Act as amended is required. The import permit pursuant to the 2010 Medicament Import Act as amended is required unless an exception pursuant to the 2010 Medicament Import Act applies.

Private individuals are not eligible to apply for an import permit. You can find more information at the following link.

To complete the customs declaration, a confirmation regarding import privileges from the Ministry of Foreign Affairs in its original letter form is required, e.g. for certain objects of diplomatic representatives.
Any product that fully or partially consists of tobacco and was designed to be smoked, sniffed, sucked or chewed as well as any novel tobacco product, plant-based smoking product, electronic cigarettes and associated liquids are considered tobacco products or similar products pursuant to the Austrian Tobacco and Non-Smoker Protection Act. Such tobacco products may only be imported by recipients who have the above-mentioned business licence.
It means that the merchandise value indicated by the sender appears to be unplausible and needs to be reviewed. For the customs declaration, certain documents are required, including invoice, transfer confirmation, PayPal invoice or any other proof of value that shows the exact value of the item.
For the customs declaration of tobacco products pursuant to the 1996 Tobacco Monopoly Act as amended as well as of tobacco products and similar products pursuant to the Tobacco and Non-Smoker Protection Act as amended such as e-cigarettes and associated liquids, a business licence for this retail business or as a retail agent pursuant to the 1994 Industrial Code as amended is required.
For the customs declaration of return items, either a copy of the air waybill (AWB) or the certificate of posting is required for merchandise worth under EUR 1,000. For merchandise worth more than EUR 1,000, an e-export confirmation is required.
For customs declarations, documents are required. This can be, for instance, an invoice, transfer confirmation, PayPal invoice or any other appropriate proof of value. Please note that we do not accept documents in other scripts (Chinese, Cyrillic) or pro forma invoices.
Please check the first page of the letter to learn the deadline for sending the documents. In any case, we kindly ask you to provide the missing documents as soon as you can after receiving the supplement to the customs declaration. This will avoid unnecessary delays.

Please use the contact form to get in touch with our customer support service. To be able to send you the notice, we will need the CRN number and a valid e-mail address.

  • the CRN number of your shipment or details to uniquely identify your shipment (e.g. consignment number)
  • a valid e-mail address to which the notice can be sent
As proof of payment, we need to see 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.
No, there is no option of picking up the item yourself.
Please get in touch with the customs authorities and provide all your data. You have the option of disputing the duties notice. Follow the steps indicated in the instructions for legal remedy and get in touch with the customs authorities indicated in the letterhead of the notice.
In case the provided information is insufficient for completing the customs procedure, the recipient in Austria will be notified by Österreichische Post AG.
Counterfeiting refers to the imitation and falsification of products, i.e., the targeted violation of trademark laws, patent rights, copyright, and other intellectual property rights as well as their illegal use. For more information, please visit the website of the Austrian Ministry of Finance.
https://www.bmf.gv.at/en.html
Thanks to the digitalization of notices, Österreichische Post shortens the overall delivery time for clients. This gives clients the option of downloading the notice on their own anytime 24/7. For us as a company, this is an environmentally friendly approach and we encourage paperless processes in the entire corporation.
For security reasons, users are required to log on to the website to download the notice. To be able to view the import documents, the CRN number (the item’s 6-digit code) is required. Users can download the notice as often as they want.

Alternatively, you can request the notice via our customer service. You will need the CRN number and a valid e-mail address for us to send you the notice.

The EORI number is needed for business clients. It is used to identify entrepreneurs and other persons in their relations with customs authorities. For additional information, please visit the website of the Austrian Ministry of Finance.

Please go to our tracking service  within three months to download the notice in PDF format using the 6-digit code on the sticker. 
If you were contacted by e-mail, please send an e-mail with the subject “Rückmeldung zu XXX“ and attach the missing documents (PDF format preferred) to the following e-mail address: post-verzollung.wien@post.at. For items from Switzerland and Liechtenstein, please e-mail us at postverzollung.wolfurt@post.at

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.
 

Customs

Private clients

You need to use the same currency for all articles. If you are sending several articles with different currencies in one shipment, please do the conversion using the exchange rate for the current day. You can select the currency in the main form under “item information”.
Your e-mail address allows us to get in touch with you swiftly in the case of missing documents for the customs clearance procedure. If we cannot reach the recipient, the process might be delayed.
In that case, there is no need to provide any information about the importer, authorization number, or certificate number.
Data needs to be transmitted for used items as well. In addition, you need to provide an invoice or indicate a plausible present value. The merchandise’s country of origin is the country where the article was produced. Please see our FAS “merchandise’s country of origin”.
Depending on the recipient’s country, different import duties (import turnover tax and, if applicable, customs and duties) might apply. The recipient will have to pay these on site.
All data (sender, recipient, and customs data) will be forwarded to the recipient country in an electronic format. Information relevant for customs will be stored for 5 years (Section 23 of the Customs Law Implementing Act).
Net weight is the weight in kilos per unit excluding the packaging. The gross weight is the weight in kilos per unit including the packaging.
The country of origin is the country where the merchandise is from; where it was produced, manufactured, or assembled. If several countries were involved in the production, the country of origin will be the country where the last substantial economically justified processing or working took place.
The tariff number refers to the 6-digit customs code. For comprehensive information about the integrated tariff of the European Union (TARIC), please visit the website of the European Commission.
Objects that do not fall into the “documents” category are considered merchandise. Documents are defined as purely printed matter without any commercial value. For instance, plane tickets or data carriers such as USB sticks are considered merchandise.
Please provide detailed information of the contents in English, e.g., shirts made of cotton. Provide a detailed description and the unit of measurement for every article. General descriptions such as “clothes”, “samples” or “spare parts” are not acceptable. Instead, please provide a detailed description such as “men’s polyester/cotton shirts”.
You will need customs forms, invoices, or pro forma invoices (a pro forma invoice is proof for merchandise that has no commercial value). For detailed information, please see the customs regulations.