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

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.

In the event of a death, kindly use our contact form to send us the death certificate. Our customer service will also provide information about forwarding the deceased person's mail.

The following criteria must be met for PostPay:

1. All sellers of products in your shopping cart offer PostPay
2. All products in your shopping cart are shipped via Austrian Post
3. You have an Austrian delivery address

For the time being, PostPay is only available on shöpping.at and at carefully vetted sellers. We will expand the offer on a continuous basis - stay tuned!

You can pay for PostPay items online using one of the available payment methods (e.g., credit card or immediate transfer) until your item’s status in the tracking service changes to “in delivery” or until your PostPay item is ready for pick-up at one of our Austrian Post service locations. In addition, you have the option to pay the delivery person when the parcel is delivered or pick it up at one of our Austrian Post service location and pay using cash or card.

When the items are shipped, the seller provides us with your e-mail address. We send a payment invitation to this e-mail address, including a link that directs you to an Austrian Post information page for payment. Here, you can complete your payment in a convenient and secure process. Online payment in advance is possible until the item status in the tracking system changes to "in delivery". You can also pay in cash to the delivery person when receiving the package. If the item is already deposited at one of our Austrian Post service locations, you can pay either online using the payment invitation or in person using cash or card.

For a successful refund process at one of our Austrian Post service locations, you need to show us the refund QR code sent to you by e-mail as well as your personal ID. The refund does not necessarily have to be picked up by the person who received the refund QR code via e-mail.

Online payment in advance is available until the status of the item in the tracking system changes to "in delivery". You can pay in cash when the package is delivered by the delivery person. If the item has already been deposited at one of our Austrian Post service locations, you can pay online via the payment invitation or in person using cash or card. Please note that the online payment window for your item will automatically close 14 days after the item data is provided by the seller.

For return items, we are instructed by the seller to issue a refund once the returned goods have been inspected. If you want to check the status of your return, please use the tracking service for the package you sent.

In general, all partial amounts will be refunded in the same way we received them from you (cash to cash, card to card, etc.). If a clear allocation is not possible, an alternative arrangement may be made.

• 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.

• With stamps: We will be more than happy to take care of that for you: franking service
• ”Postage paid” items
• Franking machines

ECO letter: for non-time-critical items, the ECO letter is your best choice, offering great value for money. Delivery takes place within 2 to 3 working days. ECO letters can be posted in all mailboxes and at Austrian Post locations. They can be franked with stamps. All additional services are available for ECO and PRIO items sent to destinations in Austria.

PRIO letter: urgent items are best sent as a PRIO letters. At least 95% of PRIO letters sent within Austria reach their destination on the next business day. Over 97% of domestic parcels are delivered within 2 business days.

Post Express Austria items are delivered by the next working day by 1:00 PM at the latest.

For domestic letter mail, we offer a range of additional services:

• Simple registered mail
• Registered mail
• Advice of receipt
• Deliver to addressee only
• Do not deliver to authorised recipients

For detailed information please visit: Send letter mail: tips and tricks - Austrian Post

Items with the additional service "simple registered mail" or "registered mail" are insured against loss, theft, and damage up to 100 euros.

Our additional service "simple registered mail" allows you to track your item from the time of posting in Austria all the way to delivery in the country of destination. You can follow the item status by going to post.at. For more information, please click here. 

For international letter mail, we offer a range of additional services:

• Simple registered mail
• Registered mail
• Advice or receipt
• Deliver to addressee only
• Insured letter
• International reply item

For detailed information please visit: International letter mail: rates for international letter mail - Austrian Post

• In the section "Domestic parcel rates“
• In the section "Domestic Post Express“
• International parcels: Country-specific information.
• In the section "International Post Express rates"“

We have many additional services to fit your shipping needs.
Additional information is available here:

• Domestic parcels / International parcels
• Domestic Post Express / International Post Express

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

Information that appears in the track and trace section includes correct details about your item. If item information that you have received from third parties does not match the data in Austrian Post’s track & trace section, please contact the company in question.

• Item in distribution: your package has safely arrived with us and will be delivered to you in the course of the next working days. This means that the item is already in transit and, in the case of an international item, it is in Austria. Your item goes through various stations in Austria. Therefore, the postal code of the current logistics centre is always displayed to you.
   
• Item in delivery: Your item is expected to arrive today. The postal code displayed in the item tracking system belongs to the last transport station.
  

Were you not able to receive your item personally? In this case, the delivery person has left a notification in your postbox. The collection period begins the following day and lasts until the third following Monday.
An exception applies to online retailers who may specify a shorter storage period of 5 business days.
To make sure you do not miss the deadline, the delivery person will note the last day you can pick up your item on the notification.

The item could not be delivered to the addressee due to incomplete or incorrect address information. The item will be returned to the sender. In addition to name, postcode, city/town and street name, the street number, door number and, if available, staircase number are important. The sender alone can change or complete the address.

The item has been forwarded to the country of destination. For items sent to destinations in Austria, the item status will be updated as soon as the item has been recorded in one of our logistics centres. For items to international destinations, the next update of the item status will be performed by the carrier in the respective country.

The item was delivered to the addressee. Items returned to the sender were delivered to the sender.

If the item is sent to a destination in Austria, it was handed over to Austrian Post. The item will be shipped to one of our logistics centres and as soon as the item has been scanned there, your item’s status will change. Should the status not change over a longer period of time, please contact the sender.
For items from abroad, this status means that the item has been handed over to the carrier in the respective country.

No, you can use the RE-ZIP app without creating an account. However, please note that without an account, you will not be able to save your vouchers in case you want to delete the app or switch to a new device. If you need to reinstall the app, for example, we recommend that you create an account or take a screenshot of your existing vouchers. If you create an account, your vouchers will always be stored on it.

Yes, please scan the QR code on the flap once you are at a return point. As soon as you have scanned the flap, you can return the Post Loop packaging.

If the packaging you received is damaged, please return the packaging as described in the instructions. We will ensure that it is properly disposed of. Since we record the life cycle of all Post Loop packagings, it is essential that they are returned to us.

You will receive your voucher in the RE-ZIP app after you scan the flap at a return point and post the packaging for returning.

The app allows you to see the closest return points while giving you an overview of all returned packages. In addition, the app is where you will be receiving your vouchers. As an alternative, you can return your packaging without using the app at all Austrian Post return points (letterboxes, self-service areas and Austrian Post service locations). However, if you do not use the app, you will unfortunately not receive any voucher for your next order.

The RE-ZIP app uses your GPS for two purposes: 

• to show you the closest return point
• to verify that you are at a return point whenever you want to scan and return a Post Loop packaging

This can only be done with your GPS location data.

Post Loop is a service by Austrian Post that allows for the use of reusable packaging. Online shops use these reusable packages to ship their goods, you remove the goods and then return the empty packaging to any Austrian Post return point. The packaging is then inventoried and processed so that it can be resent, making it reusable up to 30 times. This saves a lot of resources, effectively protecting the environment.

• If you are at a return point and get the following message: "You are not at a return point":
  You might have to move a few meters for the scanner to open. The distance is indicated in the lower part of the screen.
• If the scanner doesn't react to the QR code:
  Try closing the Re-Zip app and opening it again.
• If you get an error message when scanning the flap:
  This is probably a storage error, which means that the QR code cannot be scanned. We recommend taking a picture of the flap with the QR code and sending it to the Austrian Post Customer Service. We will then check the return item and you will subsequently receive your voucher. You can drop off the packaging as you usually do.

You can use the Post Loop packaging to return a product to the online shop. Simply place the product in the reusable packaging following the instructions printed on the packaging. Then follow the online shop's returns process.
Please note: if you use the Post Loop packaging to return a product, please make sure that you do not scan the QR code on the flap and that the flap is not visible during shipping.

If that happens, please contact the online shop because they are in charge of the vouchers.

On the flap of the Post Loop packaging, you will find a QR code with the packaging ID. After scanning this code at the return point, you will receive a voucher as a token of appreciation for successfully returning the Post Loop packaging.

Post Loop is a complete cycle for reusable packaging. Thanks to our collaboration with our partner RE-ZIP, we offer easy and low-threshold packaging return at return points operated by Austrian Post (letterboxes, self-service areas, and Austrian Post service locations).

Folding varies depending on the type of packaging. Please follow the instructions printed on the packaging to fold it correctly. Make sure that the flap with the return label for returning the empty packaging is clearly visible. For the packaging to complete as many cycles as possible, please use care when removing items and folding the packaging. We kindly ask you not to cut or tear the packaging.

After you have received your order, fold the packaging to letter size. You will find instructions on the packaging. And this is how you can then return the Post Loop packaging:

• Find the nearest return point in the RE-ZIP app. You can drop the packaging in a letterbox, hand it in at an Austrian Post self-service area, or take it to an Austrian Post service location.
•  At the return point: scan the QR code on the flap of the Post Loop packaging with the Re-Zip app and drop the packaging in the box.
• For returning the packaging, you will receive a thank-you gift from the online shop you ordered from.

Terms and conditions depend on the online shop that offers Post Loop packaging. For detailed information about your voucher, please visit the website of the online shop you ordered from.

Our Post Loop parcels can be reused up to 10 times. Our Post Loop envolopes can go through up to 30 cycles. With detailed environmental analyses, we ensure that the packaging is sustainable throughout its product life cycle. Which is why we ask you to return all Post Loop packaging, so we can make sure that all packaging can be reused as many times as possible. At the end of the product's life, we ensure that the packaging is disposed of properly.

We clean all packaging and perform a quality assessment to ensure that they are ready for the next cycle.

You can redeem your voucher at the same online shop from which you ordered your Post Loop packaging. Voucher conditions may vary depending on the online shop.

To find the closest return point, please use the RE-ZIP app. Go to "Map" and then click on "Find closest return point".

Post Loop packaging is available at online stores that have decided to offer sustainable packaging. If the online shop you are ordering from offers Post Loop packaging, you will be given this option before the check-out.

• Crypto stamp art is where you buy a digital mystery box with NFTs and you receive a collectable Special art stamp on top. You can buy them via the Tokapi platform. https://tokapi.com/drops/b971d37b-4e18-416b-8068-12d0be67b939?locale=en
  
  
• Crypto stamp is a stamp with a digital twin (NFT) in the blockchain. You can buy them online, in our branch network and via our collector’s service. A certain number of Crypto stamps are available in the onchain store.

Please note that the following fees and duties will apply to your items following customs declaration and will be collected upon delivery:

• 20% import turnover tax
• Customs duty on goods valued over 150 euros
• Import tariff depending on the value of goods and product (import customs clearance, international parcels)
• Any applicable excise taxes – for all goods subject to excise duty such as alcohol and alcoholic products, beer, intermediate products (Beer Tax Act), sparkling wine, wine, intermediate products (Sparkling Wine Tax Act), mineral oils, and tobacco products. Further information can be found on the website of the website of the Federal Economic Chamber.
• For information on handling and storage fees in case contact with the recipient is necessary, please refer to the details in the fee schedule for customs services. You can find the price sheet here.

For items with a value over 150 euros, additional customs duties apply. The amount of these duties varies significantly depending on the goods themselves.

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. 

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.

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.

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.

• Missing proof of value
  
• Implausible merchandise value
  
• Missing import permit pursuant to Foreign Trade Act
  
• Missing return certificate
  
• 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.

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.

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

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.