Questions and Answers

You can find our General Terms and Conditions HERE.

Did you misplace your invoice or did you never receive it in the first place? You are welcome to request a copy of your invoice from us. Please use the contact form.

“Purchase on account” and “Purchase by instalments” are available at the age of 18.

There can be different reasons for a refusal. Possible reasons can be: you have recently moved and your address cannot be found or you are not yet of age. In principle, various factors are compared during a credit and identity check. In addition to the residential address and age, the economic and personal situation is also checked.
Unfortunately, it is not possible to provide information by phone for reasons of data protection. Please use our information form for further information.

For general questions about “purchase on account” or “purchase by instalments” please use the contact form.

The banking information and associated reference number is provided on the payment slip that comes with your invoice.

You can’t find your payment slip? Please use the contact form.

“Purchase on account” and “purchase by instalments” are available only from the age of 18 at the earliest. The age limit for ‘purchase by instalments’ may vary; some shops only allow “purchases by instalments” from the age of 21.

You will find all the information you need to pay your invoice in e-banking on your QR payment slip.

You will find the IBAN at the top right of the payment slip under account/payable to. Below this is the payee.

You will find the 27-digit reference number under the IBAN and the payee’s address.

To pay your invoice via e-banking, you can also simply scan the QR code on the payment slip. To do this, log-in to your e-banking. Click on ‘Payments’ and then on ‘Scan’. Hold the QR code at a sufficient distance in front of the camera. Check the payment details for accuracy and completeness and then authorise the payment.

Unfortunately, for technical and legal reasons, it is not possible for us to store changes of address in the system. We kindly ask you to enter your new address when placing a new order, so that the order and invoice process is carried out correctly.

To open the invoice in the attachment, you need the latest version of Adobe Acrobat Reader. You can download it under the following link: Adobe Acrobat Reader

The shop will notify us in case of changes to your order (due to returns, for example). You will automatically receive a new invoice.

If you have difficulty paying your invoice or an instalment please contact our customer service team. They will work with you to find a solution. Please use the contact form.

Currently, you can pay the invoice in full or in three convenient instalments within three months, provided this option is permitted by the online shop. A different instalment payment plan is unfortunately not possible.

Even if the order and the invoice are shipped simultaneously, one of them may arrive a few days later. Please contact the shop to find out why your order hasn’t been delivered yet.

Friendly note: Payment deadline of the invoice must be met in any case.

If you received your order but not the invoice we recommend the following:

Invoices sent by email:
• Check whether the invoice has accidentally ended up in your spam folder.

Invoices sent by post:
• Even if the invoice and the order are shipped simultaneously, one of them may arrive a few days later.

If you have been waiting for your invoice for more than a week, please contact us via the contact form to request a copy of your invoice.

In order to make payment as convenient as possible for you, we provide you with a instalment plan (if the shop has enabled that option). You can choose to pay the invoice in full or in three convenient instalments spread over three months.

If you have received your invoice by post, you will automatically receive a payment slip with a reference number, which is accepted by the post office.
Most post office counters also accept a printed e-mail invoice for payment.

VESR stands for “Payment slip processing with reference number”. VESR is only used in conjunction with QR payment slips. With VESR, payments can be assigned and processed in a highly automated manner.

Thanks to the VESR reference number, we can ensure that your payment is assigned and processed correctly.

Availabill handles payment processes for shops. You receive an invoice from Availabill if you selected one of our payment methods for your purchase. We coordinate the sending of the invoice with the delivery of your order. To make a payment, please use the payment slip with the reference number.

For complaints or issues with purchased products, please contact the shop where you ordered the products.

For questions about your order, please contact the shop where you placed your order. Availabill is in charge of billing. The shop is in charge of shipping your order.

For a copy of the invoice with the details of your order, please contact us using the contact form.

The payment period of the invoice is 30 days. You are therefore obliged to pay it within 30 days.

If you do not meet your payment obligation, you will first receive a free payment reminder with an additional payment period of 10 days.

After the additional period has expired, reminders will be sent for a fee. The amount of the reminder fees can be found in the general terms and conditions of the respective shop.

Have you decided to pay in instalments?
If you have decided to pay for your purchase in instalments, a free payment reminder with an additional payment period of 10 days will be sent once in the event of late payment. If you fall into arrears again with one of the subsequent instalments, reminders with costs will be sent after the payment deadline for this instalment has expired.

There can be several reasons for receiving an overdue notice for an invoice that you have already paid:

• The payment and the reminder crossed in the post
If you have already paid the invoice in full you can disregard the reminder.

• You provided the wrong reference number
If you made a mistake when entering the payment details please contact us using the contact form.

• You accidentally paid the wrong amount
The reminder shows the difference between the invoice total and the amount received. Please pay the difference so that your account is balanced..

• You used the online shop’s banking information
Please ask the online shop to forward your payment to Avaialabill so that we can close the case. That way you will not receive further reminders.

For other questions, please use our contact form.

There can be different reasons for a refusal. Possible reasons can be: you have recently moved and your address cannot be found or you are not yet of age. In principle, various factors are compared during a credit and identity check. In addition to the residential address and age, the economic and personal situation is also checked.

Unfortunately, it is not possible to provide information by telephone for reasons of data protection. Please use our contact form for information.

To process your abuse report we need some information from you. Please download this form. Read the form carefully, fill it out completely and sign it. Please return the form together with a copy of your identification card within 10 days to Availabill AG, at the attention of the Risk Department, Hagenholzstrasse 85a, 8050 Zurich.

Availabill’s purchase on account and purchase by instalments is one of the most secure payment methods on the market. You don’t have to provide any credit or banking information. Invoicing is coordinated with the shipping of the order by the shop.

The credit and identity check is a comparison between the information you provided during the ordering process and data from a credit reference agency.

We will process the refund as soon as we receive a refund confirmation from the shop and your banking information.

We definitely need your complete banking information and customer number to process a store credit or refund. Please provide these in the contact form.