How to reach us


Sacher & Co. GmbH


An der Muehle 6
09456 Annaberg-Buchholz



This is how our return process works:

1. Activation of the return function:

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

2. Important information about returns:

  • Please follow these instructions carefully to ensure a smooth process and refund of the purchase amount.
  • If this is not observed, any damage caused may be 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 is damaged, use sturdy shipping packaging with sufficient protective materials.

4. Use sufficient filling material:

  • Place the packaged item into the shipping container and add enough padding to prevent slipping.

5. Labeling and return shipping costs:

  • You bear the costs of the return shipment. Choose a shipping service provider of your choice.
  • Do not return any packages freight collect. Otherwise these costs will be deducted from your refund amount.
  • In case of incorrect delivery: Use the return function. Ignore the note about self-payment and simply send the request. You will receive a free return label from us after we have checked your request.

6. Removal of old labels:

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

7. Attaching the return label:

  • Stick the shipping provider’s label clearly visible on the package.
  • Make sure that all required information is easy to read.

8. Return address:

Please return the item to the following address:

Sacher & Co. GmbH
Return | Order number BS****
At the Mill 6
09456 Annaberg-Buchholz

Click here to access your customer account

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

To do so, use the return 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 access your customer account

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

We apologize for the inconvenience.

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 package tracking: Check the status of your package using the tracking link we sent you by email. Sometimes deliveries can be delayed or the status is not updated in real time. Delays are particularly common during the Christmas season due to the high volume of deliveries. Please be patient.

Ask neighbors or roommates: Your package is shown as delivered in the tracking, but you haven't received it? Sometimes packages are left with neighbors or roommates if you are unavailable. Please ask to be on the safe side.

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

We apologize for the inconvenience. Unfortunately, we have no influence on the processes of the shipping service provider we commission regarding the delivery of the package.

We are very sorry that your package or order 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 box. These pictures are important to assess the damage and make a claim with the shipping insurance if necessary.

  2. Detailed description: Provide a detailed description of the damage. This will help us understand the cause and prevent 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 concern immediately and find an appropriate solution.

  4. Claims handling: We will investigate the case and let you know how we will proceed. This may include a replacement, refund or other solution, depending on the specific case.

    We apologize for the inconvenience and thank you for your patience and assistance as we process this matter.

Contact us