By phone:
Nespresso offers its members personalized customer services at our toll-free number 0800 21 62 51.
By Post:
Nespresso, Mahlerstraße 7, 1010 Vienna
Via our contact form:
To use our contact form go to www.nespresso.com and click on Contact us.
Or our live chat:
To use our live chat go to www.nespresso.com.
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Your payment by credit card was not accepted. Please verify your credit card details.
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This means that the access to your account has been suspended and no further orders can be placed at this point. Please call the Nespresso Customer Service free of charge at 0800 21 62 51.
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In Austria, the Subscription by Nespresso Box plan can be purchased in our Nespresso Boutiques (from October 2020 and in certified retail stores).
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On our website we provide video tutorials on how to descale your machine for every Nespresso machine.
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We at Nespresso want to offer you the best delivery service possible and together with our partners, Österreichische Post and DPD, we try our utmost for orders to be delivered the following business day. Therefore, the delivery partner will be selected automatically, based on available capacity. We thank you for your understanding.
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All our Nespresso Boutiques are open again during the usual opening hours. Our staff is looking forward to advise you on the Nespresso coffee varieties, machines and accessories during your next visit at our boutique. For boutiques in your area and information on opening hours, please visit https://www.nespresso.com/at/de/verkaufsstellen.
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The health and safety of our employees and consumers is our priority, which is why we have put in place many precautionary measures in all boutiques we are re-opening. These include providing protective masks for our boutique staff, limiting the number of people in the boutiques, putting in place social distancing measures for all and reinforcing our already strict hygiene measures.
We will continue to abide by all the authorities’ rules and regulations.
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Wearing of masks for mouth and nose (MNS) is mandatory in all open shops in Austria, and accordingly in our boutiques. We provide masks for our customers on site while stocks last
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Nespresso customers can continue to order coffee, machines and accessories around the clock from our online boutique at www.nespresso.com, via the Nespresso App or by calling 0800 21 62 51 (toll-free, 7am-8pm). The Nespresso Cube in the foyer of the Nespresso Boutique at Mahlerstraße 7, 1010 Vienna, is open as well.
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The Nespresso Customer Service is available as usual by calling 0800 21 62 51 (toll-free, 7am-8pm).
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All information about current offers can be obtained either through our email newsletter, the Nespresso website www.nespresso.com or through our social media channels. In addition, the Nespresso Customer Service is available as usual by phone at 0800 21 62 51 (toll-free, 7am-8pm).
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Yes, you can order around the clock online at www.nespresso.com, via the Nespresso App or by calling 0800 21 62 51 (toll-free, 7am-8pm). Orders that reach us by 8pm on weekdays are usually delivered within 24 hours including Saturday. All parcels are sent CO2 neutral with Österreichische Post AG and are delivered contactless for your security. We try to maintain our usual service, but we ask for your understanding if there are currently deviations in delivery time due to the current situation. Information about the current delivery time can be found at www.nespresso.com.
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Recycling is again available in all Nespresso boutiques and at collection points at selected retail and postal partners. Nespresso coffee capsules can also be recycled in 15 regions in Austria via the public system in the collection bins for metal packaging. In Vienna please use the yellow bin, in Graz, Innsbruck, Krems, Linz and the districts of Neustadt, Scheibbs, Lilienfeld, Krems Land, Bruck-Mürzzuschlag, Leoben, Mödling, Kitzbühel and St.Pölten (Land) please throw your capsules into the blue bin. In the district of Neunkirchen you can collect your capsules in the dry waste. In addition, there are collection points at waste material collection centres as well as at postal partners throughout Austria. You can find collection points near you at www.nespresso.com/at/de/kapseln-recyceln.
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At Nespresso our priority is the health and safety of our employees and customers. Our products are safe. We have taken extensive precautions and have further tightened our already strict hygiene standards along our entire supply chain. These include the provision of protective masks for our boutique staff, limiting the number of people in the boutiques and introducing distance regulations. All parcels are shipped CO2 neutral with Österreichische Post AG and are delivered contactless for your safety.
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The "Boutique Pick-Up" service is available as usual again. Find further informtion about Boutique Pick-Up: https://www.nespresso.com/at/de/services#/lieferung/boutique-pickup
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Despite the reopening of our Boutiques under strict security and precautionary measures, we cannot offer coffee tastings or Nespresso Masterclasses in our Boutique until further notice. Thank you for your understanding.
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By phone:
Nespresso offers its members personalized customer services at our toll-free number 0800 21 62 51.
By Post:
Nespresso, Mahlerstraße 7, 1010 Vienna
Via our contact form:
To use our contact form go to www.nespresso.com and click on Contact us.
Or our live chat:
To use our live chat go to www.nespresso.com.
Did this answer your question? If not, ask us your question, we will be pleased to help you.
You can find our Nespresso Boutiques here.
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Your first Subscription by Nespresso Box is available for the price of €30 at the first purchase and from then onwards you have the choice of a monthly subscription of either €15, €30 or €50.
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In Austria, the Subscription by Nespresso Box plan can be purchased in our Nespresso Boutiques (from October 2020 and in certified retail stores).
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You can use the voucher in the box on this page, towards the payment of the first monthly fee. Once you have entered the voucher code online and shared your credit card details and accepted a symbolic validation of 1€, you will have activated your Subscription Box by Nespresso - within 24 hours your €30 and 10% additional credit, as well as your refund of €1 will be ready for use and appear as your credit on your Nespresso account. This shall be confirmed to you via e-mail.
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The first monthly payment fee with your purchase . The subsequent monthly fees will only occur once you have successfully activated your Subscription by Nespresso (with the voucher code inside the box) online. This monthly fee will be payable every month on the same day of the month as when your subscription was activated.
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In the box, you will receive a redeemable voucher code. By purchasing a box coffee subscription plan, you will also receive additional Nespresso Credit added to your account each month at no charge to you. This credit will be granted each month as soon as your machine promotion offer is processed and validated, which may take up to 24 hours.
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Each month, you will receive a fixed amount of Nespresso Credit that you use to purchase Nespresso coffee or accessories on Nespresso.com, by phone, or in our Nespresso Boutiques. The amount of Nespresso Credit you receive is equal to the monthly fee for the subscription plan. Nespresso Credit cannot be redeemed in our stores. All of the Nespresso Credit you are eligible for will be added to the Nespresso account that is linked to your membership each month within 4 days of receipt of the monthly fee in cleared funds.
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The Nespresso box subscription plan will go on as long as you continue to make your monthly payments. It can be terminated by calling our Customer Service Center under the following number 0800 21 62 51.
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If the box is returned then a refund can only be provided if the seal is not broken. In the event that the seal is broken, a refund will not be given.
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If you want to ensure your coffee order gets delivered automatically, you can turn on our easy ordering service with a few easy clicks online under https://www.nespresso.com/at/en/myaccount/standing-orders or by requesting it over the phone (without cost) to our Customer Service Center 0800 21 62 51.
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You will be informed by e-mail. For that purpose, we invite you to subscribe to our newsletter at www.nespresso.com and register your e-mail address with us. All the information is also available in the "My membership status" section at www.nespresso.com or in the Nespresso App. Of course, our Coffee Specialists in the Boutiques as well as the Nespresso customer service can also provide you with all the information you need.
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You can find your status in the "My membership status" section at www.nespresso.com. Of course, you can also obtain all the information you need from our Coffee Specialists in the Boutiques as well as the Nespresso Customer Service.
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As we want you to enjoy a rewarding relationship with Nespresso, it is important that you continue to be an active member, by purchasing coffee at least once in a 12-month period. Otherwise you lose your status level and we would really regret that.
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Click here to sign up for the Masterclasses.
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Our 28 Nespresso coffees are sold in sleeves of 10 capsules each. The price varies depending on the type of Grand Cru, between €3.80 and €4.70 per sleeve.
Our limited editions are subject to special pricing. As a member you receive the pricing information together with the announcement of every new limited edition launch.
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The Best Before date on the sleeve indicates how long the aroma is guaranteed to remain fresh.
Our capsules come with a freshness guarantee, i.e. a minimum shelf-life of 12 months from the production date. Due to the airtight sealing the quality will not deteriorate nor pose any health risks even beyond that date.
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Nespresso has built its own distribution network. This enables us to guarantee the highest quality and freshness to our coffee-loving customers.
Our customers can choose to make their purchases or place their orders either in our boutiques, in our online boutique, via the Nespresso app or by calling the Nespresso Customer Service (toll-free at 0800 21 62 51).
Click here to get information on our easy and convenient purchase and ordering options.
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Nespresso is committed to delivering the highest quality coffee, which we guarantee by preserving the freshness and intensity of the coffee aromas in the best way possible. No other capsule material can preserve the freshness and aromas of our coffees so well and at the same time interact with our machines to produce such consistently high quality coffee. Aluminum provides the perfect sealing to protect the delicate aromas from air, light, humidity and microorganisms. Aluminum has long been used as industrial and household food packaging material, it is completely tasteless and odorless and can be recycled practically infinitely. In fact, we have installed more than 1,500 collection points where you can dispose of Nespresso capsules for recycling. Locate your nearest collection point here.
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No. Nespresso capsules are coated on the inside with a food-grade lining so that there is no direct contact between the coffee and the aluminum.
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Nespresso is committed to acting responsibly and treating its coffee suppliers fairly. As part of our 2020 sustainability strategy we aim to source 100 percent of our coffee from the AAA Sustainable Quality™ program to support a more qualified, self-sufficient and sustainable agriculture. Nespresso and TechnoServe provide farmers with training and technical assistance in sustainable farming practices.
In addition to expanding the AAA program in Africa, Nespresso has implemented further innovative social programs to ensure that coffee production remains attractive for younger generations. Together with the Colombian Ministry of Labor, Fairtrade International, and local cooperatives, Nespresso launched a retirement savings plan last year for coffee farmers participating in the AAA Sustainable Quality™ Program in Caldas, Colombia. 850 AAA-Fairtrade-certified farms have already enrolled in the Colombian “Beneficios Económicos Periódicos (BEPS)” savings scheme created by Nespresso. The first payments to the farmers were made into the dedicated bank accounts in May 2015.
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There are currently about 1,900 collection points in our boutiques, at selected partner shops, Post partners and at many communal waste collection centres in Austria. Locate your nearest collection point on our website using our Store Locator.
Nespresso coffee capsules can also be recycled in the collection bins for metal packaging in 15 regions in Austria via the public system. In Vienna, please use the 19,000 yellow bins; in Graz, Innsbruck, Krems, Linz and the districts of Neustadt, Scheibbs, Lilienfeld, Krems Land, Bruck-Mürzzuschlag, Leoben, Mödling, Kitzbühel and St.Pölten (Land), please throw your capsules in the blue bin. In the district of Neunkirchen you can collect your capsules in the dry waste.
Our recommendation: Simply request our free recycling bag upon your next purchase. It is very convenient for collecting your used capsules.
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Nespresso has developed its own program to ensure fair treatment of coffee farmers – the Nespresso AAA Sustainable Quality™ program.
The program was launched in 2003 in collaboration with the Rainforest Alliance to help protect the future supply of the highest quality coffees. This partnership brought together the Nespresso expertise and knowledge in highest quality coffee cultivation with Rainforest Alliance‘s twenty years of experience helping farmers on the path to sustainability.
Today, we already source over 80% of our coffee from the Nespresso AAA Sustainable Quality™ Program. As part of our sustainability vision The Positive Cup we aim to source 100% of our green coffee from the AAA Program by 2020. Learn more about The Positive Cup here.
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You can order 24/7 on our website at www.nespresso.com, by calling our Nespresso Customer Service Center toll-free at 0800 21 62 51 or via our Nespresso App for iPhone/iPad (download) and Android (download).
Or come visit us in one of our boutiques: https://www.nespresso.com/at/de/storeLocator
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Chocolate is a delicate product. If the chocolate is exposed to significant temperature fluctuations during transportation, it can either melt or become grey ("fat bloom"), which affects the chocolate's appearance. As our chocolate is shipped in a non-chilled environment, we cannot guarantee, that the ordered chocolate will be delivered at the usual quality level. We appreciate your understanding!
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Free shipping for orders above 100 capsules and orders including a Nespresso coffee machine.
Shipping costs up to 100 capsules or if you buy accessories only are €2.70 when you order by phone or online. Your order will be delivered by Österreichische Post.
Shipping charges for our personalized time slot delivery Nespresso Your Time: 3.90€.
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Nespresso Austria does not ship abroad. We recommend that you contact Nespresso in the country in question and place your order there. If Nespresso is not represented in that country, please contact Nespresso in Switzerland.
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If your order has not been delivered you can track the order online. To do so, log in to your account on www.nespresso.com and click on the drop-down menu next to “Welcome (your name)” and then on “My order.” You will then be able to view the delivery status of your order.
If you are unable to track the delivery status or need more detailed information place call our Nespresso Customer Service free of charge at 0800 21 62 51. A coffee specialist will be happy to assist you and arrange for a new shipment in case the order cannot be located.
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Orders received before 8 p.m. on any workday will usually be delivered within 24 hours incl.
We at Nespresso want to offer you the best delivery service possible and together with our partners, Österreichische Post and DPD, we try our utmost for orders to be delivered the following business day. Therefore, the delivery partner will be selected automatically, based on available capacity. We thank you for your understanding.
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Please note that for technical reasons, the system provides tracking data only for orders that have been placed online, as follows:
- Log in with your login details.
- Click on the drop-down menu next to “Welcome (your name).”
- You will now see the option “My order.”
- Select the order in question by clicking on “Show details”.
- You will now be able to see the current status of your shipment.
For detailed information please contact our Nespresso Customer Service free of charge at 0800 21 62 51 or send us your inquiry using our contact form.
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You have chosen a 24h delivery to your home address, to your office, to a pick up point or to a post office? After 14 work days the order will be sent back to Nespresso. Of course, the money you paid, will be refunded according to the payment mode of the original payment.
You decided to take Nespresso Your Time as your delivery option?
If our delivery partner doesn’t meet you personally, he will try to call you.
If it is not possible to reach you on the phone, the delivery is going to be send back to Nespresso as well.
Of course, the money you paid will be refunded according to the payment mode of the original payment.
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Our orders are delivered by the Austrian post AG in a CO2 neutral way. After your order passes the distribution point at the post office you receive an email with the parcel number and the delivery details (an approximate delivery time).
Under the link in your e-mail you can change your delivery address and the day of delivery.
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Easyordering allows you to receive your favorite Nespresso coffees, sweets and a limited range of accessories at the frequency and address of your choice to prevent you from running out of your favourite coffees and to save you time and effort on placing an order when you need it.
You can set up, modify or cancel your Easyorder over the Nespresso website and mobile applications, over the phone, or in any of our Nespresso boutiques.
You will be notified 5 days prior to the shipment of your following Easyorder via email. If you wish to modify the delivery address, selected items and quantities as well as delivery and payment information after receiving our email, you can still change this until three days before shipment at midnight.
You can also chose Nespresso Your Time for a personalized delivery timeslot; the charges are €3.90 for each delivery.
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Your satisfaction is our top priority. If you are not satisfied with a product for any reason you can return it within 10 workdays from the delivery date or have it exchanged. Note that we can only accept unused products that are returned in their original packaging and accompanied by proof of purchase. Please send it to:
NESPRESSO ÖSTERREICH GMBH & Co OHG
Paketfach Nespresso 1
1005 Wien
Postal charges will be on us, of course.
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All information relevant to your Easyorder such as next scheduled date, delivery address and payment can be found under My Account/Easyordering upon logging in.
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For technical problems or questions regarding your Nespresso machine you can call the Nespresso Customer Service at any time, free of charge, at 0800 21 62 51.
Our coffee specialists will be happy to assist you in diagnosing the problem of your machine. In case the issue cannot be resolved we will be happy to offer you our machine pick-up service, which includes:
- Pick-up of the machine from an address of your choice
- Provision of a loan machine upon request
- Repair and corrective maintenance of the entire machine at a flat rate
- Return delivery to an address of your choice
The machine will be repaired by the relevant machine partner’s repair shop.
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On our website we provide video tutorials on how to descale your machine for every Nespresso machine.
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Please clean and descale your machine.
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Please pre-heat your cups and descale your machine if necessary.
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Please clean the steam nozzle and descale your machine if necessary.
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Please clean your Aeroccino after each use.
To do so, rinse it with ice-cold water and wipe it dry with a soft cloth.
Do not use any cleaning agents as the Aeroccino has a special non-stick coating that could be damaged by cleaning agents.
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- Nudge the whisk lightly. It is possible that the magnet was temporarily not working properly.
- Check if the second whisk works.
- If these tips do not solve your problem, please call our Nespresso Customer Service free of charge at 0800 21 62 51.
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The Aeroccino may be overheated. Fill the Aeroccino with cold or ice water and let it cool down for around 30 minutes.
If this tip does not solve your problem, please call our Nespresso Customer Service free of charge at 0800 21 62 51.
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- Check the milk properties. We recommend using cold milk with 1.5% to 3% fat.
- Check if the suction tube (white tube) is properly seated in the milk container lid.
- Check the position of the sliding regulator: For milk froth choose the outer position.
- Disassemble the milk container into its 6 parts and clean them in the dishwasher.
- Check if it is possible to produce water from the hot water nozzle. If that is not possible, you should urgently descale your machine.
- Pull the sliding regulator completely out of the milk container and push the Clean button. Any milk residues will be rinsed out.
- Descale the machine. If required, you may want to do an in-depth descaling: For that purpose, leave the descaling solution in the machine for 25 minutes before rinsing.
- Press the Clean button for 12 seconds after each frothing process.
- If these tips do not solve your problem, please call our Nespresso Customer Service free of charge at 0800 21 62 51.
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- We recommend using cold milk with 1.5% to 3% fat .
- The normal result is 50% milk froth, 50% warm milk.
- Please call us, free of charge, at 0800 21 62 51, if you need help using your Aeroccino.
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On www.nespresso.com you can order capsules, accessories and machines quickly and easily.
If you already have an online account you simply log in by clicking on “Sign in” at the top of the page and logging in with your e-mail address and password.
If you do not yet have an online account click on “Sign in” and then on “Register now.” Creating an online account is quick and easy. If you already have a membership number please enter it in the appropriate field when prompted.
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Yes. To place orders in our online boutique you have to create a personal online account first.
You can do so either online on our website, in the Nespresso app or by calling our Customer Service Center free of charge at 0800 21 62 51.
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Click here and enter your e-mail address. We will send you an e-mail with a link. You can use that link to create a new password.
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To change your data go to our website and log in to your account with your e-mail address and password. Click on “Welcome (your name)” and then on “My personal data.”
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You can change your delivery address and enter additional shipping addresses at any time by going to My account > My addresses.
You can also enter a new delivery address before completing your order. In addition, you may add notes for the courier, such as access codes, floor and flat numbers.
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You have several payment options to choose from:
Accepted credit cards: Visa, MasterCard, American Express, Diners Club
When you choose “Boutique Pick-Up” as your delivery method the only payment option accepted is by credit card or gift card.
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Please check if the serial number you entered is correct. It consists of 19 digits and letters (note that letters are case-sensitive) and begins with 12, 13, 14, 15 or 16.
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The reason why we ship capsules in packs of 50 is that this, in our experience, is the best solution to ensure that they reach you in a fully intact condition.
However, you can of course choose and combine any sleeves of 10 Nespresso coffees. What counts is the final quantity of capsules ordered, which needs to be 50 capsules or multiples thereof.
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This means that the access to your account has been suspended and no further orders can be placed at this point. Please call the Nespresso Customer Service free of charge at 0800 21 62 51.
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Your payment by credit card was not accepted. Please verify your credit card details.
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as a Nespresso member you benefit from many services tailored to your personal needs.
Among them is the convenient direct debit mandate.
You can find the direct debit authorization form here.
Just mail the authorization form with your data and your signature to kundenservice.at@nespresso.com.
So we can take care of your payment while you are already enjoying your perfect Nespresso moment.
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Bank Austria Creditanstalt
IBAN: AT 5111 0000 9465 9224 00
BIC: BKAUATWW
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3D secure is a process created by Visa (Verified by Visa) and MasterCard (MasterCard SecureCode) to add another layer of security to online purchases, similar to the use of chip cards and PIN numbers in stores. In an additional step upon completing your ordering process, the 3D secure pop-up window will display the personal message you used when you registered for 3D secure. You will then need to input your 3D secure password. The personal message that you selected when registering for 3D Secure is displayed so that you know that the pop-up is genuine. This additional step of the ordering process is controlled by the bank that issued your card, not by Nespresso.
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To use this service you must first register with your card issuer. It is very easy to sign up for 3D Secure: You may be prompted to register the card when making online purchases. Usually you are prompted twice before you must sign up. You create a secret password and personal message which are then used to verify your identity when you place orders online.
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The bank that issued your card will decide how many times you may skip registration before you have to register for the scheme. Nespresso has no control over this.
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Nespresso has no access to your 3D secure registration details as these are confidential and held by your bank, so our Coffee Experts cannot assist if you have forgotten this information. However, the pop-up contains instructions on what information needs to be entered and what to do if you have forgotten your password.
Please note that your 3D Secure password is not the same as your Nespresso account password.
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Of course it is still possible for you to get your invoice by post if you prefer. Please use the contact form on our website to inform us or call our Nespresso Customer Service free of charge at 0800 21 62 51.
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The e-invoice is an environmentally responsible and convenient way to quickly and easily send you your invoice to your e-mail inbox.
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It is currently not possible to manage e-invoices on the Nespresso website.
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If you do not find your e-invoice in your inbox please check the spam folder of your e-mail program. If you cannot locate your invoice there either, please call our Nespresso Customer Service free of charge at 0800 21 62 51.
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You may redeem your machine coupon online on our promotions website at www.nespresso.com/promotion/at and in any of our boutiques.
You can also send the coupon with your machine’s 19-digit serial number and a copy of your proof of purchase to:
Nespresso Österreich GmbH & Co OHG
Business Center 866
1000 Vienna
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Your machine coupon will be processed immediately upon receipt (online or by post).
As soon as it has been processed you will receive your order where the coupon amount has been deducted.
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Machine coupons are promotional offers. According to current legal rulings they may be subject to a redemption deadline and become invalid once that deadline has expired.
Note that, contrary to such promotional coupons, all gift vouchers and gift cards remain valid for a period of 30 years.
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To avoid misunderstandings we recommend that you stick the silver label with the 19-digit serial number onto your machine coupon. You may, of course, enter the serial number manually too.
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Your machine coupon cannot be redeemed in cash. That is why the coupon is not shown in your online account. You can redeem your machine coupon online on: https://www.nespresso.com/promotion/at.
For detailed information on your machine coupon please contact our Nespresso Customer Service free of charge at 0800 21 62 51 or send us your inquiry using our contact form on www.nespresso.com/at/en/kontakt.
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