Frequently Asked Questions

Since joining the One-Stop-Shop procedure, the value-added tax (VAT) of the corresponding country will be calculated for orders placed by individuals.

Example 1: You are a private customer and place an order from Germany. In this case, you will pay the German VAT of 19%.

Example 2: You are a private customer and place an order from Austria. In this case, you will pay the Austrian VAT of 20%.

Example 3: You are a private customer and place an order from Spain. In this case, you will pay the Spanish VAT of 21%.

However, if you are a business customer, you have the option to place your order in accordance with the reverse charge procedure, for which you will need a valid VAT number.

You can find more information about this on our FAQ page at the following link: https://www.tonerstore.at/de/faq/bestellungen.html

Unfortunately, it is not technically possible for us to change the payment method for an already placed order in our online shop. However, we can offer you two options to accommodate your request for payment via PayPal.

Option 1: We will send you a payment link via email, allowing you to conveniently make the payment through PayPal. Please inform us via email that you prefer to pay with PayPal and provide us with your order number. We will promptly send you the payment link.

Option 2 (simpler & faster): You can make a direct payment to our PayPal account. Please use our email address store@tonerstore.at as the recipient. Don't forget to include your order number in the payment reference so that we can accurately allocate the payment.

Once the payment has been received in our PayPal account, we will allocate the payment to your order. We hope this information is helpful.

If you have any further questions, please feel free to contact us.

In very rare cases, it may happen that an invoice was not supplied. For this we would like to apologize to you and ask you to contact us immediately. We will send you the invoice as soon as possible.

It is possible that the order confirmation from PayPal may not be immediately transmitted. If you don't receive a confirmation email after completing your order, we ask for your patience. Usually, this process takes a maximum of 30 minutes. Once we receive the payment confirmation, our system will update the order status and send an email notification.

You can obtain your return label in our returns portal

1. Provide your postal code and order number
2. If your order is not older than 30 days, you should be able to proceed with the next steps
3. Click on "Request Return" afterwards
4. You will receive a free return label (if eligible), please print it out and attach it to your shipment.

For businesses located abroad, we offer the option to process orders without value-added tax (VAT). On the order page, in the second step of address entry, there is a specific field where you can enter your VAT identification number (UID). Please make sure to enter the number correctly and provide your address accurately, as the data will be checked in real-time.

It is important to provide the VAT identification number in the correct formatting. For example, the UID should be formatted as follows: DE1111111 - please do not use spaces or other special characters.

In some cases, it may not be possible to verify the VAT identification number immediately. If this is the case, please try again at a later time. Alternatively, you can also send us an email or include a note with your order so that we can manually process your order.