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
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

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 sending FAQ

Private clients

 
For letters and stamps, franking impressions may be used instead of stamps.
For additional information, 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.
For comprehensive information about postage paid indicia, please click here.
For comprehensive information about maximum and minimum dimensions for letters and packets, please click here.
For detailed information, please see our rate calculator.
The fee for registered mail items in Austria is EUR 2.50 in addition to postage. Rate information for international mail items is available here.
For information about delivery times, please click here.
For comprehensive information about correct addressing, please click here.
Money may be sent in insured letters only. For comprehensive information about sending insured letters, please click here.
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 follow the status of your item online. All you have to do is enter the registered mail number on the dedicated field.
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.

GTC & Liability FAQ

Private clients

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.
Your item is insured against loss, theft, and damage for up to EUR 75.
All our GTC are available here: GTC

Letter International FAQ

Private clients

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.

Card Studio

Private clients

In addition to the matt fine paper in white or cream (300 g/m2), we also offer the option of using structure paper (250 g/m2) in white or cream or matt premium paper in white or cream (400 g/m2).
Try turning the smartphone off and on again. If that doesn't work, uninstall the app and reinstall it. If the problem persists, please contact Post customer services at kartenstudio@post.at including a description of the problem (mobile phone, operating system, screenshot).
After the payment for your postcard or greeting card was succesfull, you will receive an order confirmation in the form of your order number. This can also be found in the gallery under “Sent” next to the respective card. Detailed information on the order history can also be found there. If you are a registered user or if you entered your e-mail address in the shopping cart, you will also receive an order confirmation by e-mail.
No, postcards and greeting cards can be ordered starting from a quantity of one item.
For orders of 1,000 cards or more, please contact our customer service at kartenstudio@post.at.
Please make sure that all rights for the pictures you are using belong to you.
They can be deactivated in the app's settings on your phone.
These are stock photos that are used for illustration purposes only. There are no rights existent to reproduce these photos, as the user is required to personalize the cards with their own photos.
You can choose your envelope color from the following: white, cream, light gray (smoke), pastel green (mint), light blue (ice blue), medium blue (ocean blue), purple (lavender), pink (cotton candy), yellow (lemon), light brown (sandstone).
Yes, you can specify a desired shipping date, please note that the shipping time within Austria can be 1– 3 working days.
All of your drafts are saved in the “My Cards” tab.
Greeting cards are usually sent directly to the recipient in an envelope. However, if more than one identical greeting card is sent to a recipient in one order process, they will be sent in an overpack.
Please check the expiry date of the voucher or send your request to kartenstudio@post.at.
If your card did not reach the intended recipient, there could be various reasons. Please help us to identify the missing order by notifying us of the address of the recipient, the date of the order or – if known – the order number.
The app has been technologically upgraded and enhanced, and therefore an update (new installation) is required.
With this update, you have now the chance to also create greeting cards for the first time. To highlight the change, we have rebranded the app to the name Kartenstudio.
The app has been technologically upgraded and enhanced, and therefore an update (new installation) of the app itself is required. As a consequence you have log in afresh. 
You can also order cards as a guest user - so, a login is not necessarily required. However, it facilitates the usability of the app, since you are a known sender to us which makes handling queries easier.
The calendar function will, if enabled, remind you of birthdays that are saved in your phone calendar, to send greeting to your friends and acquaintances on time.
The Post KartenStudio is a service offered by Austrian Post which allows you to design real postcards via app or desktop in the sizes A6 or B6. The cards will be printed and sent by the Austrian Post.
You can find the 3-digit verification number on the back of your credit card. In order to optimize payment security, the card verification number is requested for credit card payments during the ordering process. This is a security function specially used by the credit card companies by querying them to ensure that the credit card is physically present when the order is placed.
Please make sure that you have all rights to the image that you want to send. Set the resolution of your camera on the device to maximum! Also make sure that your software is always up to date, so that perfect functionality can be guaranteed. No guarantee can be given that the app will work properly for devices with Jailbreak or Custom Rom.
All greeting cards are in the B6 format, which is 125 x 176 mm in size.
The postcards all use the A6 format, which is 105 x 148 mm.
Please note that you must give the application all the necessary rights (e. g. access to your photos and access to your contacts) so that it is fully functional.
You will find the data protection requirements in our data protection guidelines, which you will need to accept when starting the app. They can also be found inside the app in the menu area.
Payment is made online (e. g. by credit card, PayPal, bank transfer, etc.) or by voucher code.
Your data and those of the recipient of your postcard or greeting card are subject to data protection laws and the confidentiality of letters and will therefore not be passed on to third parties under any circumstances.
Due to the technological upgrade of the app and to apply with GDPR regulartions, the data from the Postkarten App had to be deleted and will not be accessible anymore.
You can either type in the recipients or select them directly from your address book. Please make sure that postal addresses in your address book are up to date and that no special characters or emoticons are used. Any number of postcards can be sent with one payment process. You can, however, temporarily save all of the postcards you have created in the gallery and simply send them at a later point in time.
In order to check the paper quality and the envelopes in advance, you can either visit one of our post offices or order a card on a test basis (possible from one item).
All postcards and greeting cards for which payment has been received are collected daily, printed and sent no later than the following working day (Monday to Friday, excluding public holidays). Within Austria, postcards and greeting cards are usually delivered to the selected recipient no later than two days after the production day. When shipping abroad, there are different delivery times, which vary depending on the destination.
If any questions, problems or suggestions regarding the Post Online Services occur, our postal customer service department will, of course, be happy to help you via e-mail kartenstudio@post.at.
The price is made up of the production and postage costs. A postcard costs 1.99 Euro including production and postage. A postcard creeated with our App, always costs the same, regardless of whether you send it within Austria or abroad.
A customizable greeting card including envelope and shipping costs 3.49 Euro, for structure or premium paper a surchage of 1 Euro is charged.
You can download the app free of charge from the respective app store. The app is available for the iOS and Android operating systems.
Each order is given its own order number. If you have any questions about the cards you have ordered, please include this order number.

Card Studio for business clients

Private clients

Yes, with a valid deferral contract with Austrian Post, business customers can also pay on account. If you do not yet have a deferral agreement, please apply for one.
Yes, sending to multiple recipients is possible via the app and website; on the website we even offer the option of sending to a large number of recipients via CSV or Excel address files.
All of the designs you have made are saved in the “My Cards” tab inside the app.
Yes, companies can also create their own templates. These become visible by entering a code in the app and can then be sent by users. Please contact our customer service department at kartenstudio@post.at regarding this matter in order to step into conversation with the product management.
If you would like to import your own templates into our app, we ask you to contact us in advance to enter into a partner agreement so that your subjects can also be printed.
Please contact our customer service department at kartenstudio@post.at.

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 for all products subject to excise tax, including alcohol and other alcoholic products, beer, intermediate products (Beer Tax Law), sparkling wine, wine, intermediate products (Sparkling Wine Act), mineral oil, and tobacco products. For more information, please click on this link.
  • 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.

A private gift parcel is merchandise sent from one private person from a non-EU country to another private person in the EU, provided that

  • such items are sent infrequently
  • such items include only merchandise for personal use and the amount and volume does not lead to believe that a commercial purpose exists and
  • the recipient receives the merchandise without having to make a payment.

Private gift parcels are exempt from taxes and duties up to a merchandise value of EUR 45. If a business client/company is involved as a sender, the item cannot be processed exempt from taxes or duties.

The item's content and merchandise value have to be proven via a proof of value that needs to be affixed to the outside of the item and has to be clearly visible. Please note that we cannot accept documents written in Chinese, Cyrillic or other script.

 If not all documents required for customs processing are available, Österreichische Post will get in touch with the recipient. This might lead to additional costs.

In the customs declaration that accompanies the item, please make sure to provide the following information if you would like to declare the item as a gift:

  1. Type of item: gift
  2. Value (in EUR or another currency)

Unless all these formalities are met, we cannot process the item without charging taxes and duties.

In the latter case, Österreichische Post will charge an import fee to cover the effort required for recording and providing electronic data. This fee is EUR 5 for gift parcels. 

Additional costs may apply to items that do not meet all the criteria listed above. 

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 placed your order, you paid for the merchandise, but import duties apply as well. All postal items need to be reviewed for customs and tax purposes at the time of import.

Exception IOSS items: if, at the time of the purchase, the Austrian VAT was charged by the online store, it is safe to assume that the retailer has an import-one-stop-shop (IOSS) number and that they pay this tax to the authorities. In this case, no import turnover tax or import fee will be charged 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.