Write us

Frequently asked questions


Sacher & Co. Ltd


An der Mühle 6
09456 Annaberg-Buchholz





This is how our return procedure works:

1. Activate the returns function:

  • After your goods have been dispatched, you can use the returns function in your customer account.
  • Go to your order and select the items you wish to return.

2. Important notes on returns:

  • Follow these instructions carefully to ensure a smooth process and refund of the purchase amount.
  • Failure to do so may result in damages being deducted from the refund amount.

3. Packaging of the item:

  • Pack the item securely and protect it from damage.
  • Ideally, use the original packaging. If this is no longer available or damaged, use sturdy shipping packaging with sufficient protective materials.

4. Use sufficient filling material:

  • Place the packaged item in the shipping packaging and add sufficient padding to prevent it from shifting.

5. Labeling and return shipping costs:

  • You are responsible for the cost of return shipping. Select a shipping service provider of your choice.
  • Do not return any parcels freight collect. These costs will otherwise be deducted from your refund amount.
  • In the event of incorrect delivery: Use the return function. Ignore the reference to self-payment and simply send the request. We will send you a free return label after checking your request.

6. Removal of old labels:

  • Remove all old shipping labels from the shipping box to avoid confusion.

7. Attaching the return label:

  • Clearly affix the shipping carrier's label to the package.
  • Make sure that all required information is clearly legible.

8. Return address:

Send the item back to the following address:

Sacher & Co. GmbH
Returns | Order number BS****
An der Muehle 6
09456 Annaberg-Buchholz

Click here to go to your customer account

If you are not satisfied with your order, you have 30 days to return the items to us. You are responsible for the costs of the return shipment.

To do this, use the returns option in your customer account.

To do this, log in to your customer account. Prior registration is not required. Or follow the link below to your customer account:

Click here to go to your customer account

If you receive the wrong item, e.g. wrong size, color or material, simply write to us. You will receive a return label from us and we will send you the correct item.

We apologize for any inconvenience caused.

Interested dealers are welcome to register in our dealer portal. Please visit our website at:


There you will find all the necessary information and can complete the registration process quickly and easily. We look forward to a successful partnership!

Here are some steps you can take:

Check parcel tracking: Check the status of your parcel via the tracking link we have sent you by email. Sometimes deliveries can be delayed or the status is not updated in real time. Delays occur especially during the Christmas period due to the high volume of deliveries. Please be patient.

Ask your neighbors or roommates: Your parcel is shown as delivered in the tracking, but you have not received it? Sometimes parcels are left with neighbors or flatmates if you are not available. Please ask to be on the safe side.Contact

customer service: If these steps do not help you find your parcel, please contact our customer service. We need your order number and tracking information to help you effectively. We will take care of your request immediately and find a solution.

We apologize for the inconvenience. Unfortunately, we have no control over the processes of the shipping service provider we use to deliver the parcel.

We are very sorry that your package or order has arrived damaged. Please proceed as follows:

  1. Take photos: Document the damage with photos. This includes the damaged product, the product packaging and especially the shipping carton. These pictures are important to assess the damage and, if necessary, to make a claim with the transport insurance company.

  2. Detailed description: Provide a detailed description of the damage. This will help us to understand the cause and avoid similar incidents in the future.

  3. Contact customer service: Please send us the photos and description of the damage. Contact our customer service with your order number and the damage details. We will take care of your request immediately and find an appropriate solution.

  4. Damage processing: We will review the case and let you know how we will proceed. This may include a replacement delivery, a refund or another solution, depending on the individual case.

    We apologize for the inconvenience and thank you for your patience and support in dealing with this matter.