FAQ Online services
FAQ Delivery options
Online services
Yes, as soon as your parcel has been delivered as per the selected delivery option, you will receive an e-mail or a push message. If you had your item forwarded to an Austrian Post service location or pickup station, the e-mail or push message will authorise you to pick up the parcel by showing an official picture ID.
If you choose the delivery opton "allow item drop-off", registered letters, packets, small parcels and Post Express items will be delivered to your letterbox. Official letters from the authorities with advice of receipt (RSa/RSb) are excluded. Please indicate a safe preferred spot where we can drop off large items.
Items for which the selected delivery option is not available, e.g., due to their size or for logistics reasons, will be held for you to pick up at the closest Austrian Post service location.
FAQ AllesPost
Online services
When you shop online, you usually do not get to choose the shipping company that the online shop uses. With AllesPost, you will receive all items from Österreichische Post at the quality level you are used to, no matter which parcel service was originally used to send you item.
This service can be used for all merchandise.
The following exceptions apply:
- Items that are too large: maximum length 200 cm and maximum girth 360 cm (= length + circumference)
- Items that are too heavy: maximum 31.5 kg
- Declared value higher than EUR 510
- Items that include payments to the delivery person (cash-on-delivery, customs, etc.)
- Items with hazardous goods (see our GTC for sending hazardous goods)
- Registered mail
- Items that the sender must receive personally (e.g., mobile phones with a contract that needs to be signed)
Items with one or several of the characteristics mentioned above, advertising mail (e.g., catalogues) as well as damaged items will not be received.
- 3-month subscription: EUR 14.90 incl. VAT
- 12-month subscription: EUR 39.90 incl. VAT
New clients have the option of trying AllesPost free of charge. All you have to do is go to post.at/allespost to request a coupon code for a free 3-month subscription.
Our AllesPost subscriptions have been created for private clients and are only intended for standard personal use.
The amount of included parcels depends on your standard personal use. Here is what we understand by this:
- 3-month subscription: approximately 45 parcels
- 12-month subscription: approximately 180 parcels
Minor deviations from this parcel volume will have no consequences and there will not be an additional charge for you. However, we kindly ask you to make sure you to not exceed these limits.
AllesPost subscriptions may not be used for commercial activities and they may not be shared with other persons. We reserve the right to cancel individual AllesPost subscriptions in the case of misuse.
No. As a matter of course, it is up to you to decide which items you would like to have delivered to your AllesPost address.
Please note: AllesPost is only for goods shipments and your AllesPost address is therefore intended exclusively as a delivery address. It is not permitted to use it as a billing address or receiving address for letters.
The shipping company will deliver your AllesPost items to your AllesPost address and Österreichische Post will deliver them to you. This process might result in a delivery delay of 1 day or a maximum of 2 days.
Attention: Therefore, only use your AllesPost address if you do not urgently need your shipment.
A known address is any address for which you will receive a suggestion after entering it in the "Personal information" field.
Please note: it might take a while until new addresses, e.g., addresses in a new building, are listed in the system.
AllesPost can only be used for domestic addresses. It also needs to be a valid and known address (see "Where is AllesPost available?" ). Please follow the instructions provided in the error message and start by going to "Personal data" to make sure you have entered the correct address.
Attention: In some cases, browsers (Google Chrome, Microsoft Edge, Safari, etc.) suggest addresses to you. Please use the postal service's suggested addresses, as this is the only way we can guarantee that your items can be delivered correctly.
Absolutely. You can cancel your subscription whenever you like. But please note that
there is no need to cancel your AllesPost subscription.
- If you no longer want to use this service, all you have to do is stop using your AllesPost address as your delivery address.
- After cancelling your AllesPost subscription, make sure you remove your AllesPost address as the delivery address for all senders. If you cancel your subscription, we will no longer deliver items to your AllesPost address.
- You always have the option of getting a new subscription after you have cancelled this service.
We will e-mail you your AllesPost address along with important information about how to use it. Any deviation might result in our not being able to match your items to you and we would not be able to deliver them correctly. Against this background, please follow the instructions below:
Your AllesPost ID for correctly matching your items to you. Therefore, please enter this information in an appropriate field of the delivery address, e.g., "company", "additional address line", "c/o", "address 2", etc. The name of the field will vary depending on the online shop. If such a field does not exist, you have two options:
- Some online shops allow you to use the "street number" field for the street number and the door number together and the "staircase/door" can be used for your AllesPost ID.
- Use the field "title".
- If you do not see an appropriate field, please enter the AllesPost ID into the name field before your first name.
If entering the street and door number using the "1/1" format is not allowed, please use "1 door 1" format.
"There are some items that Österreichische Post cannot process and can therefore not accept (see "For what items can I use this service?).
If the item includes a return label, we will send it directly back to the sender. If this is not the case, we have to rely on your getting in touch with our Österreichische Post customer service centre and providing a European address (excluding overseas territories and areas that are not part of the EU customs and fiscal area such as Greenland, the Canary Islands, Ceuta, Melilla, the Channel Islands, etc.) for returning it to the sender. We will not charge you for this.
It is up to you to decide what we should do with your item. You have the following options:
- Return to sender: if you would like to use this option, please provide a correct return address (see "Are returns possible with an AllesPost subscription?")
- We will charge for delivery to any valid address in Austria.
In that case, please contact our Österreichische Post customer service centre to let us know it is an AllesPost item:
- Call us at 0800 010 100
- You can also use our contact form on our web site: post.at/contact
You can order AllesPost for your primary or secondary address. If your primary or secondary addresses changes, you can go to your Österreichische Post account to update the information under "Personal information". This will change your AllesPost address because it is automatically matched with the new data. In this case, your new AllesPost address will automatically be sent to you via e-mail. Please do not forget to update this address in all online shops from which you usually order.
If you have an AllesPost subscription for your secondary address and you would now like to turn this address into your future primary address, please contact our Österreichische Post customer service at post.at/kontakt to cancel your AllesPost for your secondary address. Our customer service will be happy to look into any partial reimbursement options.
We will update your primary address in your Österreichische Post account (under "Personal information") and you can then order a new AllesPost subscription by going to allespost.at.
As a matter of course, you can always update your name in your Österreichische Post account by going to "Personal information". Any name change might affect your AllesPost address, which is automatically adapted to new data. In this case, you will automatically receive your new AllesPost address via e-mail. Please do not forget to update this address in all online shops from which you usually order.
Please note: if your identity has been verified, changing your name is only possible by contacting our Österreichische Post customer service at post.at/kontakt.
AllesPost Germany
Online Services
This service is available for all types of parcels (see also "Do I have to use my AllesPost Germany address for all items?").
The following exceptions apply:
- Oversized items: maximum length 200 cm and maximum girth 360 cm (= length + circumference)
- Overweight items: maximum 31.5 kg
- Actual value of goods exceeding 510 euros
- Items requiring payment upon delivery to the carrier (COD, customs, etc.)
- Items containing hazardous materials (see GTC for hazardous goods shipping)
- Registered mail
- Items that can only be personally received by the recipient (e.g., mobile phones including a contract to be signed)
- goods that violate Austrian import regulations
Items that meet one or more of the criteria listed as well as damaged items will not be accepted and will be returned to the sender.
Using AllesPost Germany makes sense only if you would like to order goods from online shops that deliver to Germany but not to Austria. The online shop does not need to be based in Germany. What’s important is that the retailer delivers to Germany and that your order does not violate our acceptance criteria (see “For what items is AllesPost Germany available?”).
Please note: Your AllesPost Germany address is intended as a delivery address. It may not be used as a billing address or an address for receiving letters.
Registering for the AllesPost Germany service along with your personal AllesPost Germany address is free of charge. A fee of 7.49 euros incl. VAT per item applies only when an order is placed to your AllesPost Germany address. The price depends on the size and weight of the item (restrictions see "For what items is AllesPost Germany available?").
After we have accepted your item for processing, you will receive an e-mail with access to payment. Payment can only be made online using the payment options offered by Austrian Post.
After we have received your item, we will e-mail you a payment request with a payment link. Alternatively, you can log in to your Austrian Post account and settle the outstanding amount via our track and trace service.
We accept the following payment methods: credit card (Mastercard, Visa, Diners Club), eps online transfer, instant transfer. You can cancel this service at any time without giving notice.
Your AllesPost Germany item will be delivered by the carrier to your AllesPost Germany address and handed over to Austrian Post for standard delivery. As a result, the delivery of your item may be delayed by 1 to 2 business days.
Attention: therefore, only use your AllesPost Germany address if the potential delay is acceptable to you.
You will recognise a known address if you can select it among the suggested addresses by Austrian Post when entering your information under “Personal data”.
Please note: after a change of address (e.g., moving), it may take some time for the new address to be recognised in all systems.
AllesPost Germany can only be set up for domestic addresses. Moreover, it must be a valid, known address (see "Where is AllesPost Germany available?"). Please follow the instructions in the error message and first check the accuracy of your address under "Personal data".
Attention: In some cases, browsers (Google Chrome, Microsoft Edge, Safari, etc.) may suggest addresses. Please use exclusively the address suggestions provided by Austria Post and not those of your browser, as this is the only way we can guarantee that your items can be correctly delivered.
One of the biggest advantages of AllesPost Germany is that it can be combined with all online services. For instance, you can set the desired delivery option for each item.
As a matter of course, the service can be cancelled at any time. Please note the following:
- Cancelling AllesPost Germany is generally not necessary. If you no longer wish to use the service, just stop using your AllesPost Germany address as a delivery address. If your contract is inactive for two years, it will be automatically deleted.
- If you have cancelled AllesPost Germany, please be sure to remove your Alles-Post Germany address as the delivery address from all senders. Items addressed to your AllesPost Germany address will not be delivered after cancellation.
- You can re-subscribe to the service at any time after cancellation.
The AllesPost Germany address will be shared with you via e-mail upon completion of the service registration. When ordering goods online to your AllesPost Germany address, please provide your name under which you have registered for the service as well as the entire AllesPost Germany address.
You will receive your AllesPost Germany address and the most important information for its correct use via e-mail. Any deviation may result in us being unable to assign the item to you and a correct delivery not being possible. Therefore, please ensure you follow these guidelines:
The AllesPost Germany ID is required for the correct assignment of your item (see "What does my AllesPost Germany address consist of?"). Therefore, enter it in a suitable field for the delivery address, for example, "Company", "Additional ad-dress", "c/o", "Address 2", etc. The designation varies depending on the online shop. If this field does not exist, you have the following options:
- Please write the AllesPost Germany ID in the name field before your first name.
- In some online shops, the "house number" field can be used for both the house and door number, and the "staircase/Door" field for your AllesPost Germany ID.
- Use the "Title" field.
- Instead of the format for the house and door number "1/1" commonly used in Austria, use the format "1 Tür 1" or "1 Türnummer 1", which is common in Germany.
Example:
Ms. Maria Muster
AP1230321
Traunsteiner Straße 8 Tür 2
83395 Freilassing
If you would still like to return your order, please make sure you get in touch with the retailer to find out if returns to the retailer from Austria are possible. If the retailer provides a return address, you can post your order as an international item at an Austrian Post counter using a parcel stamp.
If you have any questions, please contact Austrian Post Customer Service.
Please contact our Austrian Post Customer Service using the contact form on our website. Indicate that it concerns an AllesPost Germany item and provide us with your AllesPost Germany ID. We will gladly initiate a new, paid delivery to a valid address in Austria for you.
If you have set up an AllesPost Germany contract for your secondary address and want to make this address your main address in the future, cancel your order for the secondary address. You can then conclude a new AllesPost Germany contract for the main address updated under "Personal data" at AllesPost Germany.
If you have any questions, please contact Austrian Post Customer Service.
Please note: a name change for identity-verified clients requires the assistance of our Austrian Post Customer Service. Please send us an appropriate document (e.g., new ID, marriage certificate, etc.) as an attachment.
FAQ Registering
Online services
Registration is required in order to ensure the high security standards for the use of Österreichische Post online services. As a registered client, you can use all offerings in our online shop from the comfort of your home, which will save you time and trips to the postal branch. Once your registration is completed, you will also have access to numerous online services.
Once you have successfully registered, we will e-mail you your customer number. You also have the option of checking your customer number in your Österreichische Post account under "My profile".
FAQ identification
Online services
Depending on whether you are a private person or a business client, the following identity verification options are available:
- Private persons
As a private person, you have the option of proving your identity via photo identification or using your ID Austria. You can also get your identity verified at any Österreichische Post service location. For the identity verification process at any Österreichische Post service location, please bring a printout of your registration form. - Business clients
As a business client, you can get your identity verified at any Österreichische Post service location, via the Österreichische Post customer service or by your customer advisor. In addition to a valid picture ID, you will need a registration as a business client in any official register (e.g., excerpt from the company register or from a commercial or association register).
For additional information about the identity verification process, please click here.
Identity verification for your Business Austrian Post account is also available through our Österreichische Post customer service:
- Create your account on post.at
- Complete the contact form
- Our Österreichische Post customer service will review your documents, verify your identity, and inform you via e-mail
For additional information and other identity verification options, please click here.
We need to verify our clients' identity in order to ensure that online orders are safe, confidential, and personal. All clients whose identity has been verified will be able to use all Österreichische Post online services from the comfort of their home.
FAQ Photo identification
Online services
Please make sure that you have a consistent and stable Internet connection for the photo-based identity verification process so that your pictures can successfully be uploaded for verification.
- Make sure your ID is valid and not damaged. Only valid and undamaged IDs may be used for the photo-based identity verification process. If your ID does not meet these requirements, please use another ID or one of the other identity verification options (e.g., ID Austria).
- Make sure that the quality of your pictures is good enough. For the identity verification process to be concluded successfully, your pictures need to be well lit and sharp. Also, the ID must be legible and must not reflect or be covered (e.g., by a finger). We recommend putting your ID on a flat, non-reflective surface (e.g., a tabletop) when taking the picture.
- We support the following IDs: Austrian passport, identity card, driver's licence
- Passport, identity card, or driver's licence from all EU member states
- Passport, identity card, or driver's licence from roughly 200 countries
You can do the photo-based identity verification process anytime online. After you have uploaded your pictures, it usually takes 3-4 minutes for the system to check your documents. In some cases, this process might take a little longer. After we have concluded the verification, we will notify you via e-mail and push notification in the Österreichische Post app.
FAQ Login
Online services
If several invalid login attempts are made in a short period of time, the login will be blocked for a few minutes, after which you can once again log in.
Please note that your username is the e-mail address you indicated when you registered on post.at. If you no longer know this address, please contact our Österreichische Post customer service.
You can change your password at any time by going to "My profile" and clicking on "Login & settings". If you do not know your password, you can use the link "Did you forget your password" in the login window to reset it.
FAQ E-letter
Online services
Sign in to www.post.at and go to "My profile" to see your data.
Or the sender address of Österreichiche Post AG is considered spam.
You will receive a letter with an activation code. Please enter this code on the web site. This will confirm your address and your e-letter letterbox will be ready to receive mail. You will then receive items from the companies you have selected in digital format.
As an existing Post/on client, the e-letterbox is part of your Post account. After you have signed in, you will see if your e-letterbox is ready to receive mail.
Österreichische Post app
How to confirm your address in the Österreichische Post app: choose the menu item "E-Brief" and sign in with your Post account data. Under address confirmation, please enter your activation code for the address provided by you.
Go to oestereich.gv.at to activate the government delivery service.
In addition to being convenient and swift, e-letters come with another decisive benefit: security. Sending sensitive documents or recipient data via e-mail is not a secure process. For e-letters, this information is deposited on a secure portal, a so-called e-letterbox.
You will no longer receive digital items in your e-letterbox. However, you will still have access to e-letters that are already in your e-letterbox.
If you would like to receive traditional letters, please choose the sender, go to "edit" and uncheck the box that says "delivery to e-letterbox". Click on "save" and you will start receiving your items as traditional letters from this specific sender.
On the list, the sender name will appear gray and not black.
You can go to the sender list to change the delivery option to traditional letters for specific senders.
FAQ E-notifications
Online services
It is used whenever your parcel is brought to a post office or pick-up station.
- You always know immediately when your package is ready for pickup.
- You always have the e-notification with you on your smartphone.
- You can pick up your parcels directly without having to get the yellow slip from home.
- To authorize another person to pick up, you can forward the e-notification to them.
There are two options for e-notifications:
- via e-mail
The e-notification will be sent to the e-mail address that the sender has given us or that you have entered in your postal account. - via the Österreichische Post app
All e-notifications will be displayed in the Österreichische Post app under "My items". You can also go to the settings of your Österreichische Post app to activate push notifications about status changes.
You will receive the e-notification for all packages for which either the sender has provided us with an e-mail address or a data comparison of the shipping data with your registration data was positive (see "Why is the data crosscheck necessary?"). Since data matching can only be performed for registered Post customers, we recommend registering to receive an e-notification for all parcels.
For private parcels, no e-notification can be triggered due to missing shipping data, unless the parcel was sent with the parcel stamp online.
FAQ Collection service
Online services
Our collection service is only available for items for which postage has been paid, either with a parcel stamp purchased online or with a return label. Effective immediately, prepaid wine parcels with prepaid postage are also covered by our collection service.
Please note that our collection service is only available for return items, prepaid wine parcels and items with parcel stamps. All other products are not eligible for our collection service.
Our collection service (for up to 5 items) costs EUR 2.90 (including VAT). You can be sure your items will be picked up on the following business day (Monday through Friday).
Our collection service is available for the following items:
- items with parcel stamps
- return items to online retailers with a return label
- Hermes return items with a return label
- prepaid wine parcels with prepaid postage
The maximum number of items for our collection service is 5.
In case we were unable to collect your items (e.g., if there was no item to collect, if nobody was home or if the address was incorrect), we will also e-mail you a notification.
FAQ Have parcels forwarded
Online services
Instead of the “yellow notification“, you will be notified electronically and your parcel will be ready for pick-up immediately.
- You can decide where you would like to receive your parcel in case you are not home at the time of delivery.
- Use our preferred delivery day to have it delivered on the day of your choice.
- We will send you an e-mail or a push message to let you know when your parcel has been delivered.
- This e-mail or push message entitles you to pick up the parcel without the yellow notification.
Choose from the following options:
- Branch/Partner/Shop (Austrian Post branch, Post Partner or Hermes ParcelShop)
- Pickup station
- Preferred spot (at your home)
- Preferred neighbour
- Preferred delivery day (reschedule delivery by up to 5 business days)
Select any Austrian Post branch, Post Partner, Hermes PaketShop or pickup station in Austria.
Excaption: if your item has the status “in distribution”, no forwarding is possible between 4:00 a.m. and 9:00 a.m. due to technical reasons.
Items with the following additional services can only be forwarded to an Österreichische Post service location (postal branches and Post Partners):
- Personal delivery
- Cash-on-delivery
- Insured items
If all boxes in the pickup station are taken or if the item is too big, we will hold your parcel at the closest Österreichische Post service location.
Items for which the sender has provided incomplete name and address information can only be forwarded to destinations on the delivery person's route. In this case, forwarding to a Hermes PaketShop is not possible.
There can be 3 reasons for this:
The delivery of your item has progressed to a point where the delivery option “forwarding” is no longer available.
Some additional services exclude certain delivery options. For instance, cash-on-delivery items must be received personally because a payment must be made. This is why such items can only be forwarded to Austrian Post branches or to Post Partners.
You have not yet verified your Austrian Post account. This identification ensures that only you can personally change the delivery of your items as needed.
Yes, you can set up the desired delivery option with permanent effect by going to My services.
In most cases, you will receive your parcel as promptly as usual. However, please note that in some cases, delivery may take an additional 1 or 2 days if your forwarded parcel needs to be handed over to a different delivery person. For Post Express items, the money back guarantee no longer applies. You can always check the current status of your parcel in the tracking system.
FAQ redirection
Online services
- Daily newspapers
- Weekly newspapers
- Monthly publications
- Sponsoring Post items
- Regional publications
- Plus.Zeitung newspapers
- Company newspapers
- Official letters with advice of receipt (RSa and RSb letters)
- Registered domestic mail with additional services: deliver to addressee in person, advice of receipt
- Letter mail from abroad with the additional service "insured value"
- Info.Mail items
- Info.Post items
- Response items and items that do not have any postage or insufficient postage
- Parcels
- Express items (EMS)
FAQ Receive mail
Online services
FAQ Hold mail service
Online services
You can choose between picking up your mail after your holiday of having it delivered to you in bulk.
FAQ PO box
Online services
Standard PO box for private clients or business clients: items addressed to your PO box will go into this standard PO box. Items addressed to your home address (for pri-vate clients) or to your business address (for business clients) will still be delivered to your home (for private clients) or to your business (for business clients) by our delivery staff.
PO Box Plus for private clients or business clients: all items will go into this PO box, whether they are addressed to your PO box or your home address (for private cli-ents) of your business address (for business clients).
FAQ Parcel stamps
Online services
Parcel stamps are what we could call "stamps for parcels". You can conveniently create them on your PC, pay for them online, print them and affix them to the largest surface on your parcel. Parcel stamps include the sender's and recipient's address, information about any additional services, and a bar code.
The format for parcel stamps is DIN A5 and they can be printed on normal paper or on labels on any printer and affixed to your parcel.
The price of the parcel stamp is determined by the dimensions (and the maximum weight associated with each).. The sum of the longest and shortest side of the parcel determines the amont to be paid for postage. The following three parcel stamp options are available:
– PM 45 = the parcel's longst and shortest side add up to a maximum of 45 cm
– PM 70 = the parcel's longest and shortest side add up to a maximum of 70 cm
– PM 120 = the parcel's longest and shortest side add up to a maximum of 120 cm
Example: your parcel has the following dimensions: 28 cm in length, 25 cm in width, 15 cm in height. The longest side (28 cm) and the shortest side (15 cm) add up to 43. Hence, you will need a PM 45 parcel stamp because the sum of the longest and shortest side is under 45 cm.
To create a parcel stamp, you need Internet access and a standard printer with a resolution of at least 600 dpi. You do not need to install any software. All you need is the standard version of Adobe Acrobat Reader (click here for a free download). Parcel stamps can be printed on standard paper in A4 format or on self-adhesive labels in A5 format.
The following browsers are suitable for creating parcel stamps:
MS Edge | Firefox | Google Chrome
The following operating systems are required:
Linux, MS Windows
Any items posted with a parcel stamp for postage must be cuboid and the content must be adequately packaged. The packaging must be suitable for protecting the parcel's content on its entire journey because we assume no liability for unpackaged or inadequately packaged items. For information regarding optimum packaging, please visit post.at/optimal-verpacken.
Please see the guidelines defined in our GTC for parcel stamps, available under GTC Parcels.
Please see item 9 in our GTC for parcel stamps, available under GTC Parcels.
Maximum dimensions: the longest and shortest side together may not exceed 120 cm. The maximum weight per parcel is 10 kg (exception: express parcel stamps with a maximum weight of 31.5 kg).
Parcel stamps can be printed and are good for shipping for a maximum of 14 days after they have been purchased online. Parcel stamps lose their validity after 14 days.
For items with online parcel stamps: in addition, if you are signed in to post.at, you can also go to the menu item “My parcel stamps” and choose “Already paid for” to see all item-related information and your parcel’s delivery status from posting to delivery. Information for all parcel stamp items sent in the past 90 days is available.
Österreichische Post AG is liable for up to EUR 510 per parcel as defined in our GTC Parcel Stamps.
Immediately after you have made the payment, we will send you a confirmation e-mail with all parcel stamp data and links to your parcel stamps. You can also use this link to print your parcel stamps.
After signing in to Post.at, you can go to the menu item "My parcel stamps" where you will find a printer symbol with your purchased parcel stamps. You can also click on this icon to print your parcel stamps right away.
Please note: you can only receive parcel stamps for printing if you have signed in to our online services using your user name and password. Please print your parcel stamps within 7 calendar days of purchase and use them within 14 calendar days because they will no longer be valid after then.
Print your parcel stamps (printer resolution 600 dpi) on any commercially available printer on white paper or recycled paper (standard weight 80g/ms) or on labels.
Therefore, your item will not be handled any further and will instead be returned to the sender’s address at a fee. Next time you send an item, please make sure that it has enough postage and that it does not exceed the permitted weight. To avoid returns, please choose the correct shipping option.
Underpaid postage means that a parcel's dimensions make it too big for the chosen parcel stamp option. The selected postage is too low to cover shipping for this item.
The return fee is due at the time of the delivery of the returned item and to be paid cash to the delivery person. Pleae make sure that you have the correct amount handy at the time of delivery.
If the returned item is held for you at an Österreichische Post service location, you can pay the return fee at the counter when you pick up the parcel (cash, debit card, credit card, or via the deferred payment agreement).
The time required for the return varies depending on where your item is in the shipping process. This can take a few days.
Your parcel is in the standard return process and will be delivered to the sender's address. The tracking number for your parcel stamp item remains unchanged and allows you to track your item's status by going to post.at/sendungsverfolgung.
Please note: if nobody is home at the time of delivery, we will hold the parcel for you at an Österreichische Post service location.
FAQ Collection service
Online services
If you have just a few collection orders, use our convenient single-order option including online payment via credit card, eps online transfer, mobile phone invoicing or cash ticket. If you are going to use our collection service on a regular basis, a collective order option is available. In that case, we will send you an invoice for all collection services provided during a given month.
Our delivery staff will attempt to collect the outstanding amount as soon as you have shared the necessary information with us. If the delivery person successfully collects the outstanding amount from the debtor, we will immediately transfer the money to you. If the debtor is not home, we will inform him or her and they will have up to 3 weeks to pay the outstanding amount at the Österreichische Post service location closest to them. The success rate for our collection service averages 21%.
FAQ Payement
Online services
To make a payment on post.at, you can choose between the following payment options: debit and credit cards (VISA, Mastercard, Diners) and Klarna SOFORT ("immediate transfer").
You can delete any saved payment options yourself by going to "My profile" and selecting "My payment options".
FAQ My orders
Online services
General FAQ
Online services
FAQ In-Home Delivery
Online services
Anyone who fulfils the following conditions can register to use the in-home delivery service:
- You must be a resident of Austria.
- You must have reached the age of 18.
- Your flat/front door must be compatible with the Nuki Smart Lock (electronic door lock).
- You must be authorised to grant the delivery person access to the delivery address.
- You must register and identify yourself on post.at.
- In order to deliver to your home’s entrance area, our delivery staff must enter your home. Please make sure that everyone in your household is informed and agrees to this.
- If you have free-roaming pets, they must not have access to your entrance area. This will spare your pets and our delivery staff any potential inconvenience.
- Access to your residential building must be possible for our delivery person, even if you are not at home.
- You must deactivate any alarm systems during the time window you specify.
- You need Wi-Fi to establish a connection to the Internet. The Nuki Smart Lock must be online to open and close the smart lock.
- If you already have a Nuki Smart Lock and it is not a Smart Lock Pro, please make sure that you have a Nuki Bridge by the start of the in-home delivery.
We recommend that you only sign up for in-home delivery if your door has a so-called emergency and hazard function. This means that your door can be locked from the outside, even if a key is inserted on the inside. You can then lock your door from the outside using either the Nuki app or your normal physical flat/house key. Also make sure that you always have a key handy outside the flat or house in case your Nuki Smart Lock does not work (e.g. battery empty) or is defective.
If you are still unsure, you have the option of monitoring the delivery with Smart Home products. You can also view a log in the Nuki app to see which user opened your door and when.
If you have decided that you no longer want our in-home delivery service, please follow these two steps:
- Reset/change receiving option: you can either reset your receiving option in your Austrian Post account by selecting "Receive items at delivery address" or change it by selecting a different preferred spot (e.g., on the terrace) for the "Allow item drop-off" receiving option.
- Deactivate access authorisation: you can easily deactivate access authorisation in the Nuki app in the Smart Lock settings under "User". If you only want to temporarily interrupt in-home delivery, please deactivate "Allow locking" for the corresponding user profile (Nuki In-home Delivery (Post)). If you want to permanently revoke access authorisation, you can delete the corresponding user profile (Nuki In-home Delivery (Post)). If you change your mind and would like to use the in-home delivery service again, you can re-register for the in-home delivery service at any time by opening the link you received by e-mail. You will have to go through the process of granting access authorisation again.
Nuki uses the latest encryption mechanisms, which are also common in online banking. Communication with the Smart Lock takes place via end-to-end encryption. Nuki also has the Smart Lock regularly tested and certified by independent security institutes. The Nuki Smart Lock was recognised as a secure smart home product by AV-TEST in 2021.
If you are travelling and don't have your smartphone with you, there are other ways to unlock your door:
- Mechanical key: you can simply use your existing mechanical key. You will need a cylinder with emergency and hazard function.
- Family & friends: you can ask another person who is authorised to access your door to open it. If your Smart Lock is online (with the Nuki Bridge or via the smart Lock Pro's integrated Wi-Fi module), it even works remotely.
- Nuki Web (Browser login from a stand alone computer)
- Accessories of Nuki, e.g. a keypad