Frequently Asked Questions

ORDER & CUSTOMER ACCOUNT:

*Can I place an order as a guest?
Yes, guests can place orders in our online shop.
*What are the advantages of a customer account?
Your billing and shipping addresses are stored in your customer account, allowing you to place orders with minimal effort. You can also track your package with just a few mouse clicks, and view orders you have previously placed.
*What data do you require from me?
For your order to be processed properly, we need your name, address, and telephone number, as well as the email address of the recipient and the invoice recipient. Please note: Only orders that are complete and placed using Latin letters can be shipped. Incomplete orders will cause delays and may be canceled.
*I want to change my personal information. How do I proceed?
In your customer account you have the option to change your personal data and your password. However, it is not possible to change your email address, as your customer account is linked to that email address. To change your email address, register an account with the new email and delete the old customer account if it’s no longer needed.
*I want to delete my customer account. How do I proceed?
We are sorry that you want to cancel your customer account! You can delete your account in the sub-menu “Privacy”. Please note that if you want to re-register at a future date, you would need to use a different email address.
*Do you store my credit card data/account data?
Due to legal requirements and the GDPR, we do not store sensitive data like credit card information, PayPal access data or logins for online banking. We therefore ask for your understanding that this data must be re-entered for each order for your protection.
*Can I send an order to someone else?
Yes - when you place an order, an invoice address and a delivery address are requested separately. In the first step, please enter your address (this is where the invoice will be sent by email). In the second step, enter the recipient's address.
*How does the recipient know who the sender is?
We include a greeting card with every package that leaves us. If you opt not to send a greeting card with your order, we include a small card with your name.
*I want to enclose my own greeting card. Can I do that?
Please tell us to expect a personal greeting card. You can hand this in at Hotel Sacher Wien or at the Confiserie. Alternatively, send it by mail to Hotel Sacher Wien at Philharmonikerstraße 4, A-1010 Vienna. The order won’t be shipped until your card reaches our department.
*I would like to enclose a book, a CD, a piece of jewelry etc. Is that possible?
Unfortunately, no - our shipping boxes are specially designed for the Original Sacher-Torte, as well as for our other products. Shipping costs are also pre-calculated for our products. In rare cases of incorrect distribution or loss in the delivery process, we can only be liable for our own products.
*Why is a phone number and/or email address needed for the recipient?
The recipient will receive a notification from our carrier, either by text and/or email. This informs the recipient that there’s a parcel on the way. It also means that the recipient can interact with the courier; for example, they can issue a drop-off authorization, have the package rerouted or arrange a convenient delivery date.
*Is it possible to have the package delivered at a specific time?
Unfortunately, the delivery time cannot be specified exactly. We can only give you an estimate based on experience. For parcels within Austria, you can expect delivery by 1:00 p.m. For international shipments, parcels are delivered between 8:00 a.m. and 6:00 p.m.

PAYMENT:

*What payment methods do you accept?
We offer a choice of credit cards (Visa, MasterCard, American Express), SOFORT transfer via Klarna and PayPal for secure payment.
What do I do if my payment has been declined?
Please send an email to our cake shipping team at torte@sacher.com, including your order number. The team will try to assist you with your payment as soon as possible.
*Do you accept the 'Buy now, pay later' payment method?
Unfortunately, as this is a handmade food item, the 'Buy now, pay later' payment is not possible. Instead, we offer a variety of payment options to allow you to conveniently complete your order.

SHIPPING:

*When do you ship?
We always ship our products on weekdays (Monday through Friday, excluding holidays). Orders received and paid for by midnight are shipped the next business day.
*When will my order arrive at its destination?
Orders placed within Austria are delivered 1 - 2 business days after shipping. For international shipments, delivery can take up to 7 business days depending on the destination.
*Why do you use DHL Express/Post Express?
After many years of experience, we opted for these shipping service providers. Reasons include fast delivery and insured traceable shipping with a tracking number. Therefore, there is a high cost-benefit factor.
*Why are the shipping costs so high?
Our products are handmade food items of the highest quality and they have a limited shelf life. Fast delivery is therefore essential. So, we opted for DHL Express internationally and Express Mail Service within Austria.
*Can I choose a different courier?
Unfortunately, no. Our Original Sacher-Torte does not tolerate long transport routes and standing times, which can occur with other couriers. This, of course, does impact on transport costs. But we think that our products should be delivered as soon as possible, and we spare neither effort nor expense to achieve this.
*How can I track my package?
You can access the tracking number via your customer account and use it to track your package. Alternatively, contact our cake shipping team and they’ll be happy to send you an email with the tracking link.
*Can I change the address for my order?
If you find that there’s an error with your order, please notify us immediately. We can change the delivery address up to 10:00 a.m. on the following business day if the new destination address is in the same country. For address changes to another country, we recommend that you cancel the order and place it again.
*What happens if the recipient is not at home?
If the recipient is not at home when delivery is attempted, the courier will leave a notification. The recipient also receives a text message and/or email specifying a delivery window. They can arrange for the parcel to be redirected to another address, or issue a drop-off authorization, opt to pick it up at a post office/DHL pick-up store, or authorize the parcel to be left with a neighbor.
*Are there any countries with delivery restrictions?
Unfortunately, our products cannot be exported to every country. This is mainly due to the different customs regulations. We are unable to send items to South America, Africa, the Russian Federation, New Zealand, Saudi Arabia and most of Asia. If you are unsure if your desired destination country is subject to delivery restrictions, please contact our cake shipping team.
*How do I cancel my order?
There are many reasons why it may be necessary to cancel an order. Please contact our cake shipping team with your order number. You will also receive a cancellation confirmation email from us.
*When will I receive my invoice?
Once your order has shipped, the cake shipping team forwards the order details to the accounting department. They will send you an invoice as soon as possible. By default, the invoice is sent to the email address that was entered when the order was placed.

OUR LOCATIONS:

*Where can I purchase/order items?
Our items are available at our Confiserie Vienna, Confiserie Salzburg, Café Sacher Graz, Café Sacher Innsbruck and Café Sacher Parndorf. At the Cafés in Graz and Innsbruck as well as in the Confiseries, our staff are also happy to accept your shipping order.
*Are there any subsidiaries/branches in other countries?
We have created the franchise concept "Café Sacher" to be able to present our products in their unique context and to convey Viennese coffee house culture to other cities around the world. The first projects to be realized were Café Sacher at the Hofburg Palace in Innsbruck, Café Sacher within Hotel Sacher Salzburg and Café Sacher in Graz. However, at present, there are no international franchise rights.
*Do I need to reserve an Original Sacher-Torte if I want to pick it up from the Confiserie?
You can purchase any of our Original Sacher products (and any of our Original Sacher vouchers) daily from 9:00 a.m. to 11:00 p.m., including on Sundays and holidays, from our Confiseries without needing to place an order in advance.
Please note that opening hours may be subject to variation. You can check out our website www.sacher.com for up-to-date information.

 OUR ORIGINAL SACHER-TORTE:                           

*Are the cakes fresh?
Yes, our Original Sacher-Torte is freshly baked every day. They leave us in the freshest condition possible so that they can be kept for as long as possible by the recipient.
*How long is the shelf life of the cakes?
The shelf life of the Original Sacher-Torte is as follows:

Cake size    Shelf life
Piccolo cake   14 days
Original Sacher-Torte, size I    16 days
Original Sacher-Torte, size II   18 days
Original Sacher-Torte, size III  18 days

*How do I store the cakes correctly?
When you receive your Original Sacher-Torte, please leave it in its wooden box and cellophane paper and store it at 16 - 18° Celsius out of direct sunlight. Don’t store the Original Sacher-Torte in the refrigerator, as the increased humidity could cause mold.
*What’s the best way to cut the cake?
Use a fine-toothed serrated knife that has been moistened with a hot cloth. Using sawing motions, cut the required number of slices.
*Does the Original Sacher-Torte contain alcohol?
In accordance with the original 1832 recipe, the Original Sacher-Torte and Original Sacher Cubes do not contain alcohol.
*Why is the recipe kept secret? / What is special about it?
There are many imitations, but only one Original Sacher-Torte. This is still handmade in 34 steps according to Franz Sacher’s original recipe, and the Original Sacher-Torte is only available from our manufactory in Vienna. It’s the unique combination of ingredients, the same as were originally used, plus their special preparation which results in a very special product, and the recipe is therefore still kept secret.
*I’d like my cake to be decorated specially. Is that possible?
Together with our confectioners, we try to fulfill your special requests. Contact the cake shipping team so that we can realize your perfectly customized Original Sacher-Torte.
*I would like an Original Sacher-Torte as a wedding cake. Who can assist me with this?
An Original Sacher-Torte shouldn't be missing from the most important day in your life. The cake shipping team will gladly contribute to making this day a complete success!
*Is the Original Sacher-Torte vegan/halal/kosher? Can the Original Sacher-Torte also be made with reduced sugar/with sweetener/gluten-free/with whole wheat flour?
We are sorry to say that we cannot offer any variants (diabetic, lactose- or gluten-free, kosher, halal or vegan) of our original Sacher-Torte, as we need to stick exclusively to Franz Sacher's original recipe from 1832 for patent reasons.
*I don't like apricot jam. Can I have the original Sacher-Torte filled with a different jam instead?
Apricots are not everyone's favorite; we understand that, of course. But unfortunately, for patent reasons, we are unable to modify the original 1832 recipe by Franz Sacher!

COMPLAINTS:

*My order arrived damaged/incomplete/too early/too late/has not arrived yet. What can I do?
If your order is incomplete, damaged or has not yet arrived, we apologize for the inconvenience! Please contact our cake shipping team at torte@sacher.com and include your order number, a brief description of your complaint and an email address and/or phone number where you can be reached.
*When will I receive my refund?
Refunds for returns usually take up to 14 days from the date the complaint was made and they are issued to the payment method that was used to place the order. The length of time also depends on the payment institution.

THE SACHER ARTISTS' COLLECTION

*I would like to purchase a Sacher Artists' Collection. How do I proceed?
Once the Sacher Artists' Collection has been released, it is available for a limited time in our cafés, Confiseries and, of course, in the online shop.
*Where do the proceeds from the sale of the Sacher Artists' Collection go?
Every year, the net proceeds from the Sacher Artists' Collection are donated to a different charitable organization.
*How do I know when the new Sacher Artists' Collection becomes available?
If you are interested in the Sacher Artists' Collection, please contact our cake shipping team at torte@sacher.com. The team will inform you as soon as it becomes available, which artist adorns our wooden box and which charitable cause the net proceeds will be donated to.
*Are there any Sacher Artists' Collection items remaining from previous years?
Our Sacher Artists' Collection has become a collector's item and is always completely sold out. So, we’re sorry to tell you that we don’t have any items remaining from previous years.

GIFT VOUCHERS

Where can I redeem my gift voucher?
Credit vouchers can be redeemed at any Sacher establishment and for any of our services.
The Sacher Spa team has created relaxing signature chocolate treatments, which promise relaxation for the whole body to our boutique spa guests. When you redeem a Time To Chocolate voucher, you'll be immersed in a dreamy chocolate cloud for 60 minutes.
Conclude the evening with a romantic dinner? With the Candle Lit Dinner voucher we grant you this wish! The voucher includes a four-course menu, either in the restaurant "Rote Bar" (Hotel Sacher Vienna) or in restaurant "Zirbelzimmer" (Hotel Sacher Wien) or the "Roter Salon" (Hotel Sacher Salzburg), plus a glass of Sacher Cuvée as an aperitif, a bottle of Austrian wine, a small bottle of mineral water and a hot drink of your choice.
At Café Sacher Salzburg, Café Sacher Graz and Café Sacher Innsbruck we serve the "Anna Sacher Breakfast", which leaves nothing to be desired. To finish, we serve an invigorating glass of Sacher Cuvée.
Start the day positively with the rich selection offered at the breakfast buffet, which leaves nothing to be desired.

At Hotel Sacher Wien, breakfast is served in the Marble Hall:
Monday to Friday from 6:30 to 10:30 a.m.
Saturday, Sunday and public holidays from 6.30 to 11.00 a.m.
Reservations by phone: +43 1 51 456 1053 or by email: wien@sacher.com

At Hotel Sacher Salzburg, breakfast is served in the Salzach Room:
Daily from 7.00 to 10.30 a.m.
Reservations by phone: +43 662 88 977 or by email: salzburg@sacher.com

*Can I redeem my credit voucher in the online store?
Currently, payment by voucher is not yet possible in our online store. However, we are working to implement this. Thank you for understanding that this may take us a little while longer!
*When do the vouchers expire?
Credit vouchers have no expiry date. For other vouchers, the expiry date is stamped on the card. Until that date, we guarantee the service at the price for which the voucher was purchased. After that date, it is possible that you may have to pay the difference if there has been a price increase since the voucher was purchased.
*I would like to redeem a voucher for an overnight stay/restaurant visit/spa treatment. How do I proceed?
For reservations, contact the reservations team at +43 1 514 56 1555 or reservierung@sacher.com. Please let the reservations team know that you would like to redeem a voucher.
When booking a restaurant visit, quote the voucher number. You can hand the voucher to the head waiter when you visit.
When booking a spa treatment, please inform the staff that you would like to redeem a voucher.