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 Sacher package with just a few mouse clicks, and view orders you have previously placed.
What data do you require from me when placing an order?
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 cancelled.
How can I change my personal information?
In your Sacher 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.
How can I delete my customer account?
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, access data related to PayPal, Apple Pay, Google Pay, Amazon Pay 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 from the Sacher Onlineshop 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 when they receive their Sacher gift?
We include a greeting card with every package delivered by Sacher Onlineshop. 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?
Yes, of course! We just ask that you tell us to expect a personal greeting card. You can hand this in at Hotel Sacher Vienna or 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.
Can I enclose a book, a CD, a piece of jewellery, etc., in my Sacher order?
Unfortunately, no - our shipping boxes are specially designed for the Original Sacher-Torte, as well as for our other 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 authorisation, 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 at the Sacher Onlineshop?
We offer a choice of credit cards (Visa, MasterCard, American Express), SOFORT transfer via Klarna, PayPal, Apple Pay, Google Pay and Amazon Pay for secure payment.
What do I do if my payment has been declined while trying to buy an Original Sacher-Torte?
Please send an email to our cake shipping team at [email protected], including your order number. The team will 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 of our famous chocolate cake or other Sacher products.
SHIPPING:
For larger orders, we offer discounted rates. The discount is automatically shown and applied during the order process in the online shop.
When do you ship my Sacher order?
We always ship our products on weekdays (Monday to 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 at our Sacher Onlineshop within Austria are delivered within 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 to ensure a smooth delivery of your Sacher order. Reasons include fast delivery and insured traceable shipping with a tracking number. Therefore, there is a high cost-benefit factor.
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 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 email you 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 to receive a parcel from Sacher?
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, issue a drop-off authorisation, opt to pick it up at a post office/DHL pick-up store, or authorise the parcel to be left with a neighbour.
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 (except for Brazil), 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 Sacher 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 Sacher gift 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 order Sacher items?
Our items are available at our Confiserie Vienna, Confiserie Salzburg, Shop in the Alpin Resport Sacher Seefeld, Café Sacher Parndorf and Caffé Sacher Trieste. At all locations, our staff are also happy to accept your shipping order.
Are there any Original Sacher subsidiaries/branches in other countries?
We have created the franchise concept "Café Sacher" to be able to present our products, including our world-famous cake, in their unique context and to convey Viennese coffee house culture to other cities around the world. Existing projects are Café Sacher Pandorf and Caffè Sacher Trieste. However, at present, there are no international franchise rights.
What is Café Sacher famous for?
Café Sacher is famous for the Original Sacher-Torte, a world-renowned chocolate cake created in 1832 by Franz Sacher in Vienna, Austria. Traditionally served with unsweetened whipped cream.
Café Sacher, located inside the Hotel Sacher in Vienna (with other locations in Salzburg and Seefeld), is a key destination for tourists and locals alike, known for its historic ambience, Austrian charm, and classic Viennese coffeehouse culture.
Only Sacher holds the rights to call their version the “Original Sacher-Torte”.
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 for up-to-date information.
OUR ORIGINAL SACHER-TORTE:
What is the Original Sacher-Torte?
The world’s most famous cake, the Original Sacher-Torte, is the consequence of several lucky twists of fate. The first was in 1832, when the Austrian State Chancellor, Prince Klemens Wenzel von Metternich, tasked his kitchen staff with concocting an extraordinary dessert to impress his special guests. As fortune had it, the chef had fallen ill that evening, leaving the apprentice chef, the then-16-year-old Franz Sacher, to perform this culinary magic trick. Metternich’s parting words to the talented teenager: “I hope you won’t disgrace me tonight.”
Franz Sacher seized the moment and conjured up the confection of a lifetime, the chocolate cake that would go down in history as the ne plus ultra of desserts: the Original Sacher-Torte. Disgrace, in any case, was not on the menu that evening. The cake soon gained a cult following and was deemed “presentable at court”. From then on, it was a favourite at the imperial court and soon went on to win the hearts (and palates) of the world.
“Elegance is refusal,” Coco Chanel famously remarked. He composed his chocolate chef-d’oeuvre with clever minimalism: butter, sugar, eggs, chocolate, flour, and apricot jam. The perfect harmony of these combined ingredients is what makes the Original Sacher-Torte extraordinary.
What’s in the Fudge Cake made by Sacher?
A delicious Austrian Fudge Cake with chocolate crumbs and a dash of egg liqueur with brandy in a portable, reusable tin.
Can you buy an Original Sacher-Torte in the UK?
Yes, you can order the Original Sacher-Torte to be delivered anywhere in the UK.
How much does an Original Sacher-Torte cost?
The Original Sacher-Torte price ranges from 72 to 92 EUR, depending on the cake size.
How much is a slice of Original Sacher-Torte?
A slice of the Original Sacher-Torte costs 10,50 EUR.
Where can I get an Original Sacher-Torte in Vienna?
You can get a slice of the Original Sacher-Torte by visiting Sacher Confiserie in Vienna or Salzburg. You can also order the Original Sacher-Torte online with worldwide delivery. Find out more below.
Sacher Confiserie Vienna:
Opening hours Confiserie Vienna
Monday to Sunday 9 a.m. to 10 p.m.
Kärntner Str. 38, 1010 Wien
Sacher Confiserie Salzburg:
Opening hours Confiserie Salzburg
Monday to Sunday 9:30 a.m. to 6:00 p.m.
Josef-Friedrich-Hummel-Straße 2, 5020 Salzburg
In the Online Shop: Original Sacher Onlineshop.
What does Original Sacher-Torte mean in English?
Original Sacher-Torte is a brand name and cannot be translated. The cake was named after pastry chef Franz Sacher who originally created the recipe in 1832.
What is the difference between an Original Sacher-Torte and a chocolate cake?
The Original Sacher-Torte was invented in 1832 by Franz Sacher in Vienna, Austria, and is still made according to the original recipe. The original recipe is made with a thin layer of apricot jam in the middle and on top. Coated with a smooth dark chocolate glaze.
The Original Sacher-Torte uses only premium quality ingredients and is fully hand-made.
A typical chocolate cake is normally mass-produced and ultra-processed, potentially containing chemicals and additives. Common chocolate cake consists of moist chocolate sponge layers, often filled and topped with chocolate ganache, buttercream, or other frostings. A common chocolate cake may also include additions like nuts, cream, berries, or liqueurs.
How long does an Original Sacher-Torte last?
The Original Sacher-Torte lasts up to 14 days.
What is the filling in an Original Sacher-Torte?
The filling of an Original Sacher-Torte consists of an apricot jam layer in the middle and on top.
How do you pronounce the Original Sacher-Torte?
Pronunciation: oh-REE-ghee-nahl SACH-her TOR-te
What are the trademarks of the Original Sacher-Torte?
The Original Sacher-Torte is a trademarked Viennese cake made exclusively by Hotel Sacher, featuring two layers of dense chocolate sponge with apricot jam and a dark chocolate glaze.
The Sachertorte is recognised by its chocolate seal, wooden box packaging, and is legally protected as the only authentic "Original Sacher-Torte".
What is the recipe for the famous Original Sacher-Torte?
You can learn about the official recipe of the Original Sacher-Torte here.
Are the cakes fresh when I order an Original Sacher-Torte?
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 does the Original Sacher-Torte stay fresh?
The freshness duration of each cake size is as follows.
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 Original Sacher-Torte 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. Please do not store the Original Sacher-Torte in the refrigerator, as the increased humidity can cause mold.
What’s the best way to cut an Original Sacher-Torte?
Use a fine-toothed serrated knife that has been moistened with a hot cloth. Using sawing motions, cut the required number of slices from our delicious Viennese chocolate cake.
Does the Original Sacher-Torte contain alcohol?
No, in accordance with the original 1832 recipe, the Original Sacher-Torte and Original Sacher Cubes do not contain alcohol.
Why is the original recipe of the Original Sacher-Torte kept secret?
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. This is a very special product, and the recipe is therefore still kept secret.
What is special about the famous chocolate cake, the Original Sacher-Torte?
It’s the unique combination of ingredients, the same as were originally used, plus their special preparation, all hand-made following the exact same recipe for almost 200 years.
Can I get my Original Sacher-Torte specially decorated?
Yes, together with our confectioners, we try to fulfil your special requests. Contact the cake shipping team so that we can fulfil your perfectly customised Original Sacher-Torte.
Can I buy an Original Sacher-Torte as a wedding cake?
Yes, of course! An Original Sacher-Torte shouldn't be missing from the most important day in your life, and we’d be happy to contribute to your wedding celebration with our world-famous chocolate cake from Vienna. The cake shipping team will gladly collaborate with you to make your day a complete success!
Is the Original Sacher-Torte vegan/halal/kosher?
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 favourite; we understand that, of course. But unfortunately, for patent reasons, we are unable to modify the original 1832 recipe by Franz Sacher!
SACHER ONLINE SHOP:
What exclusive Sacher gifts and specialities can I find in the Onlineshop?
You can find the following exclusive gifts at the official Sacher Onlineshop: Original Sacher-Torte, Sacher Gift Boxes, Vouchers, Sacher Merch, Gift for Kids, Tea, and Coffee.
Are there special edition or travel-sized Sacher products in the online store?
Original Sacher-Torte has 5 special editions per year: Valentine's Day Edition, Mother's Day Edition, Easter Edition, Christmas Edition and Artist Collection, a special edition of Original Sacher-Torte. Every year, a renowned artist transforms the iconic wooden box in which the Original Sacher-Torte is packaged into a unique work of art. All proceeds from this limited-edition product are donated to specially selected charity projects. Available for a limited time only (1000 boxes) here.
All Original Sacher-Tortes are packed in a strong wooden box which are stable while traveling, plus they don’t require fridge storage. So, it's easy and practical to travel.
Can I buy an Original Sacher-Torte online?
Yes, you can buy Original Sacher-Torte at our online shop here.
Can I order the Original Sacher-Torte for worldwide delivery from the Onlineshop?
Yes, we deliver worldwide in 5-7 days, depending on the location. Unfortunately, our products cannot be imported into every country. This is mainly due to the respective customs regulations. In summary, Mexico, Africa, the Russian Federation, New Zealand, the Philippines, most of Asia and Saudi Arabia cannot be supplied by DHL Express.
Can I order an Original Sacher-Torte as a gift to someone else?
Yes, you can order the Original Sacher-Torte as a gift for someone else, and you can also personalise it according to your occasion.
Can I customise or add a personal message when ordering the Original Sacher-Torte online?
You can personalise both the cake and box when ordering the Original Sacher-Torte online. Alternatively, you can order the Sachertorte using a Gift card.
Can I buy toys at the Sacher Onlineshop?
Yes, we offer Sacher specials for the little ones. You can check out the Kids selection at our online shop here.
Can I buy the Original Sacher Teddy Bears at the Sacher Onlineshop?
Yes, you can buy the Original Sacher Teddy Bears in the Sacher kids section at our online shop.
What is in an Original Sacher Gift Box?
We offer two different types of Original Sacher Gift Boxes:
- Original Sacher Gift Box - Sacher-Torte & Coffee: The Original Sacher Gift Box, which comes with Aromatic Original Sacher Coffee (250g) and an Original Sacher-Torte II (9 Port.).
- Original Sacher Gift Box - Sacher-Torte & Cuvée: Refreshing Piccolo of Original Sacher Cuvée, Original Sacher-Torte I (6 Port.).
Is there a physical Sacher shop I can visit in Vienna or Salzburg?
Yes, you can visit Sacher Confiserie Vienna or Sacher Confiserie Salzburg. Please find the address and opening hours below.
Sacher Confiserie Vienna
Opening hours Confiserie Vienna
Monday to Sunday 9 a.m. to 10 p.m.
Kärntner Str. 38, 1010 Wien
Sacher Confiserie Salzburg
Opening hours Confiserie Salzburg
Monday to Sunday 9:30 a.m. to 6:00 p.m.
Josef-Friedrich-Hummel-Straße 2, 5020 Salzburg
Can I also buy products on-site when I stay at any of the Sacher Hotels?
Yes, you can buy products on-site during your stay at any of the Sacher Hotels.
Is the price of a Sacher slice consistent across online and physical stores?
We do not sell slices of the Original Sacher-Torte in our online shop — only whole cakes are available. You can buy a slice of the Original Sacher-Torte at our Confiserie or enjoy it with a cup of aromatic Viennese coffee in our cafés.
COMPLAINTS:
My order arrived damaged/incomplete/too early/too late/has not arrived yet. What can I do?
If your Sacher order is incomplete, damaged or has not yet arrived, we apologise for the inconvenience! Please contact our cake shipping team at [email protected] 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
Where and how can I purchase a Sacher Artists' Collection?
Once the Sacher Artists' Collection has been released, it is available for a limited time in our cafés, Confiseries and in the online shop. These truly unique versions of our Original Sacher-Torte make the perfect luxury gifts for everyone.
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 organisation.
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 [email protected]. 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. Or simply subscribe to our newsletter.
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 Sacher 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 for 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 Light 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 the restaurant "Zirbelzimmer" (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, 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, giving you the boost to explore what Vienna or Salzburg has to offer.
At Hotel Sacher Vienna, 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 1 514 560 or by email: [email protected]
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 889772666 or by email: [email protected]
Where and how can I buy a Sacher gift voucher?
You can buy a Sacher gift voucher in our Online Shop. Original Sacher Onlineshop. Alternatively, you may buy a gift voucher in our Voucher Shop.
The vouchers can be redeemed here:
- Hotel Sacher Vienna
- Hotel Sacher Salzburg
- Alpin Resort Sacher Seefeld
- Café Sacher Vienna, Parndorf, and Trieste
- Sacher Shop
- Café Bel Étage
- Salon Sacher
Yes, you can redeem your voucher in the Sacher Onlineshop.
When do the Sacher Vouchers expire?
Credit vouchers issued by Hotel Sacher 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 [email protected] or [email protected]. 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.