Frequently asked questions

Nespresso emails are always sent from the following accounts, respectively for Belgium and Luxembourg:

We encourage people who want to report scams to do so at the following e-mail address: suspicious@safeonweb.be. More information on phishing can be found on the website https://safeonweb.be/en.

No, we will never ask you to share your credit card details with us in writing. Should you receive this type of mail in your inbox, do not hesitate to forward the message to Nespresso via contactbe@nespresso.com.

We encourage people who want to report scams to do so at the following e-mail address: suspicious@safeonweb.be. More information on phishing can be found on the website https://safeonweb.be/en.

At Nespresso, we closely follow the latest developments regarding the Coronavirus (COVID-19).

As of March 7, 2022 (code yellow), we stay available for you in the Boutiques for all your purchases. It is not necessary to make an appointment. You can buy your coffee capsules, delicacies, accessories and coffee machines on the spot, or have those products delivered there. It is also possible again to taste coffee in the shop. 

You can also place your order online and pick up your order in your favorite Boutique within the hour thanks to our pick-up service.

Moreover, we are always there for you: via our app, our website or by telephone (0800 162 64 in Belgium and 8002 26 33 in Luxembourg).

Yes. At the moment, the delivery services of our partner DPD are in great demand. Deliveries may take up to 2 days longer than usual.

We have decided to suspend all evening deliveries until further notice. We are thus giving priority to standard daytime deliveries in order to continue to offer a quality service to all our customers.

No, clients will not need to sign for a parcel. We take this measure to guarantee a safe distance between courier and recipient.

It can happen that you have forgotten to pay an invoice. You will receive a reminder letter to pay via email or in exceptional cases, via post. Based on the information in the reminder letter you can pay the open invoice.

An unexpired open invoice needs to be paid through the collection form you have received. You have received the collection form via email after your order, by post or at the delivery of your order.

To guarantee a smooth transaction process, is important that you use the ‘gestructureerde mededeling’ when you transfer the amount that is due.

If you are not in the possession of the collection form you can transfer the amount that is due, mentioning your customer number and your order number. You can find these details in your account in ‘My Orders’.

The bank details of Nespresso Belgium are 210-0980615-94 (IBAN: BE87 2100 9806 1594; BIC: GEBABEBB).

The bank details of Nespresso Luxemburg are IBAN : LU030030240725050000; BIC/SWIFT : BGLLLULL.

Check if the first and last name of the cardholder have been introduced correctly and if all other info (expiry date, CVC code…) is correct.

Other causes may be:

• You have exceeded the maximum amount of your credit card
• The expiry date of your credit card has been reached
• Your balance is insufficient (in case of a prepaid card).

We are sorry that you did not receive your invoice. Did you know that since the 24th of June 2019 we send all our invoices via email 24 hours after physically sending your order  We kindly ask you to check your mailbox and/or spambox if you were used to receive your invoice with your order.

If you do not have the invoice, you can transfer us the amount that is due, mentioning your customer number and order number. You can find this information in your account under ‘My Orders’.

The bank details of Nespresso Belgium are 210-0980615-94 (IBAN: BE87 2100 9806 1594; BIC: GEBABEBB).

The bank details of Nespresso Luxemburg are IBAN : LU030030240725050000; BIC/SWIFT : BGLLLULL.

Do you need an invoice for your personal administration? Contact us in that case and we will send you a copy.

You can access your invoices on the "My Orders" section of your account on the Nespresso website, available both in desktop and mobile versions. We are considering to make it available also on the App in the future.

Since PDF invoicing is a new feature on our website, you won't be able to access the invoices older than the 18th of May which is the date this new option was put in place.

You can call our free number 0800 162 64  and request a duplicate of past invoices, our Coffee Specialists will be happy to assist you.

As part of our initiatives to reduce our carbon footprint, but also due to an important request from our customers, we have decided to go completely digital for our invoicing services. Therefore, you will now receive your invoices in PDF format. We have also developed a tool that allows you to download your invoices directly from the "My orders" tab on your Internet account. However, if you absolutely want to receive your invoices in paper format, you can uncheck the "PDF Invoice" option from the "My Contact Preferences" tab on your account.

We invite you to check the "contact preferences" tab on your internet account. Make sure that the "PDF Invoice" option is ticked. If this functionality is active and you haven't received anything, please contact one of our coffee specialists on 0800 162 64 for further assistance.

Your parcel can be tracked in two different manners.

1. Via the order confirmation

Nespresso sends you an order confirmation via email. As soon as your parcel is ready, you receive an email with a link that allows you to track your order: click on "Follow my order".

The tracking information of your parcel opens in a new window. At the top, you'll be able to spot our delivery partner's reference number for the parcel (ID), and right next to it Nespresso's own parcel number.

2. Via the track & trace page

Go to https://www.nespresso.com/be/en/track and check the status of your order with your order number. You can find this specific number in the order confirmation mail or via My Account > My Orders > Order number. Insert this number sequence in the search box and hit search.

In case of delivery with DPD, you'll receive an additional email detailing a more specific delivery timeslot (ie: your parcel will be delivered today between 1 PM and 2 PM).

Still not sure what's been going on with your parcel? Don't hesitate to contact us for more information.

Sometimes the registration of your order on your account may take a little extra time. That means your order is not immediately visible on your account. We advise you to wait 24H before checking again.

Should your order not be visible after 24 hours, do not hesitate to contact us so we can assist you.

Our apologies for the inconvenience.

Sometimes, the order confirmation takes some time to be sent. We advise you to wait a few hours before checking your mailbox again.

In case you still haven't received an order confirmation when you check again, do not hesitate to contact us so we can assist you.

You will find a link to our website in the shipping confirmation which you will receive by e-mail from our delivery partner. This link will allow you to follow the current status of your package closely. You can also track your order via the website of our delivery partner.

After the first unsuccessful attempt to deliver to your home address, the courier will take your package to the nearest pick-up point. You will be informed via a note in your letterbox or an e-mail.

Still unclear when your parcel will be delivered? Please contact us.

If you have received a damaged package, you should contact our coffee specialists on free-phone number 0800 162 64 (for BE) or 80022633 (for GHL). Our coffee specialists shall provide you with the best possible solution.

We only charge a part of the delivery costs when you order less than 50 capsules or when your total order is for less than €40,-. The delivery fees in these cases are €3,90.

For an evening delivery we charge a small fee of €0.99. This allows us to consolidate the volume of deliveries and to reduce our carbon footprint. Deliveries during the day remain the most ecological option.

You can choose between over 900 pick-up points to have your order delivered. Due to the flexible opening hours of the pick-up points you can collect your order when it is most convenient for you. Any order delivered in a pick up point needs to be payed upfront via creditcard or bancontact.

Your order will be ready for you within 48 hours at the pick-up point you have selected. Orders will be available for collection for 10 business days and you will receive a notification via email or text as soon as it is available. Remember to take you ID card when you are collecting your order.

Click here to find the nearest pick-up point.

You can choose between the below payment options:

1. Creditcard
2. PayPal
3. Bancontact

Within 14 days upon reception of your products you can return any items you do not like through our online return form. The returned products are only accepted when they are in good condition and accompanied by the invoice.

Already paid items will be automatically refunded within 14 days upon reception.

For more information regarding our return policy, click here.

Our coffee can exclusively be ordered through the following channels:

- Via our website: www.nespresso.com
- Through our mobile application (available for Iphone and Android)
- Through our Nespresso Boutiques
- Through our N-points in the various Delitraiteurs

Via post: Nespresso
Rue de Birminghamstraat 221
1070 Brussel

- By phone on our toll free number from 07.00 – 21.00.

You can find all our points of sale through our online Store Locator. Click here to find the nearest point of sale. 

In order to be able to guarantee the best-in-class service and quality, Nespresso has chosen to manage the sales of the capsules in-house.

It is not possible to deliver capsules ordered in Belgium to another country. However, you are able to place your order through the local Nespresso page of the country where you want it to be delivered.

Click here for an overview of all the countries where Nespresso is active.

The calorie content in an Espresso cup is negligible. There are 1260 Kj (300 Kcal) in 100 grams of roasted and ground coffee. The Nespresso Espresso capsules contain an average of 5.5 grams of coffee and Lungos contain around 7 grams. The fact that the ground coffee is dissolved in water means that a cup of coffee contains even fewer calories. A 40 ml Espresso contains around 0.6 calories and a 110 ml Lungo contains around 1 calorie.

The capsules are hermetically sealed in order to maintain the coffee at its absolute best. As a result, the coffee in the capsule is kept fresh for at least a year after production. You can test the freshness of a capsule by gently pressing the silver membrane. If it offers resistance, the capsule can still be used. Production and best before date can be found on every sleeve.

The caffeine level in a prepared Espresso capsule is around 55-65 mg. The fact that the Lungo varieties contain 20% more coffee means that the quantity of caffeine can vary between 77 and 89 mg per capsule.  The difference largely depends on the green coffee used (Arabica or Robusta), the degree of roasting and, to a lesser extent, where the coffee beans come from.

- Espresso (1.35 oz/40 ml) --> around 55-65 mg of caffeine
- Lungo (3.75 oz/110 ml) --> around 77-89 mg of caffeine
- Decaffeinated coffees --> between 2 and 3 mg of caffeine

There is no link between "intensity" and caffeine level. Caffeine is a colourless and flavourless substance that is released after contact with water. The more water is added to the coffee, the more caffeine it will contain.

The green coffee is soaked in water of around 80° C for about an hour. The caffeine dissolves into the water. 

The coffee is then removed from the water and carbon is added to the water to remove the caffeine. After that the coffee is put back into the water to reabsorb the natural coffee bean aromas. The coffee beans are then dried and the usual grinding and roasting methods are employed.

The removal of caffeine is, therefore, completely natural. This decaffeination process removes up to 99.9% of the caffeine from the coffee beans.

None of the Nespresso coffees contain allergens such as gluten, lactose, or nuts. They contain 100% coffee and are hermetically sealed in order to prevent exposure to air and moisture. Terms such as malt, milk or cocoa refer to the aromatic profile (that naturally occurs in the bean) and do not refer to physical elements within the capsule.

Variations are 100% allergen free. They are based on Livanto and are enriched with natural aromas with no added sugar and preservatives.

Several times a year we surprise our customers with unique, limited edition coffees that are available until our stock is depleted.

Any new launches are communicated through our newsletter so you can enjoy an exclusive and unique coffee moment.

Nespresso offers a wide range of high-quality coffees, including some with added natural aromas. We currently have no plans to add tea or chocolate milk capsules to our range.

Click here for a complete overview of our Original coffee range and here for our Vertuo range.

You can always bring your machine and aeroccino to your local container parc for recycling. When purchasing a new machine via Nespresso you can:

• Return your used machine and aeroccino for recycling to one of our Boutiques or
• Return your used machine for recycling by sending it back to us. If you want to use this option, please call Nespresso (0800 162 64) where an operator will explain the exact procedure.

In both cases Nespresso will bring your machine to one of its recycling partners and make sure it is processed in the appropriate way. You will find more information on Nespresso’s environmental commitments and initiatives on www.nespresso.com/ecolaboration

Thank you for wanting to recycle your used capsules! We offer various options to recycle your capsules:

1. You can hand in your full Nespresso recycling bag at 1 of the hundreds of points of recycling. Click here to find nearest in your area.

2. Hand over a full Nespresso recycling bag to the DPD delivery person who is delivering your new order or any other order, even if it is from another supplier.

3. Arrange a collection through DPD. Contact our customer service for this option. We will then look for the most suitable moment and schedule the collection.

Important information about the recycling bags: the bags must be handed to the delivery person personally if you choose option 2 or 3, they must not leak and cannot exceed the maximum capacity of 200 capsules.

Finally, we would like to ask you to use the full capacity of the recycling bag before you let us recycle the capsules. After all, this allows us to optimize the ecological effectiveness of our recycling system.

An online account is needed to place orders via www.nespresso.com. You can create an account in two ways:

1. You have a Nespresso client number and you've ordered from Nespresso before.

https://www.nespresso.com/be/en/secure/login. Complete your email address and choose a strong password.

Complete your address details.

You can now place your order.

2. You do not have a Nespresso customer number and you've never ordered from us before.

https://www.nespresso.com/be/en/secure/login. Complete your first and last name and your email address and choose a strong password.

Then complete your address details. You are now ready to place an order.

In case you experience difficulties logging in, please check the following.

Do you use the correct email address that was linked to your Nespresso account?

It is possible you can no longer log in because you are using a different email address than the one that was originally registered on your Nespresso account. You can check this by verifying on which email address you receive our emails.

Is your password correct?

If your email address is correct, and loggin in won't work, we then advise you to reset your password.

Should these steps fail to solve the issue, do not hesitate to contact us for further assistance.

Log onto your customer account, click on your name and ‘My personal details’.

On this page you can modify all your personal details.

To guarantee a timely delivery, it is not possible to modify or cancel any orders for which you have already received a confirmation via email.

Any unwanted products can be returned via our return form or you can decline the delivery.

If you decline the delivery the order will be automatically returned to us. Any paid amounts will be refunded to you.

If you have forgotten your password or would like to amend it, you should go to www.nespresso.com and click on the link “forgot your password?”

This allows you to request a new password via email.

In case you are not certain which email address is registered in our system, we advise you to verify on which email address you receive our emails.

In a later stage you can add the serial number of your machine to your customer account through our customer service.

Note: the serial number of your machine consists of 19 characters, a mix of letters and numbers that can be found back on the sticker on your machine. Kindly check if you have entered the correct characters.

Your Nespresso customer number is created when you place your first order via www.nespresso.com or when you have registered via Nespresso on the phone or in one of our Boutiques. Your customer number can be found on any of our invoices and is also displayed on the first page when you log in on your account at  www.nespresso.com. You are advised to provide your personal customer number whenever you contact us. This enables us to provide you with an answer as quickly as possible.

We are sorry to hear that you have received damaged/broken products from us. We kindly request you to contact us by phone to find a solution.

We recommend keeping the packaging from the concerned product(s) close to you. The lot codes on the packaging will allow us to locate the specific production batch if necessary.

There will always be some water in the drip tray of your machine after you have just made a coffee. Any left behind water in the extraction system of your machine will end up in there.

If you suspect that there is an abnormal amount of water in the drip tray, click here. Select the model of your machine, here you will find various instructions, video’s as well as user manuals.

All information regarding your machine can be found here. Select the model of your machine, here you will find various instructions, video’s as well as user manuals.

An indication through the lights can have different meanings and depends on the type of machine you have. For more information on how to solve this click here. Select the model of your machine, here you will find various instructions, video’s as well as user manuals.

We are sorry that you are unable to enjoy your favorite coffee moment. For a first diagnosis of the problem we advise you to click here. Select the model of your machine, here you will find various instructions, video’s as well as user manuals.

We are sorry that your machine does not turn on anymore. Click here to find all the instructions and options for your machine. Select the model of your machine, here you will find various instructions, video’s as well as user manuals.

The original user manual of your machine is included in the box. For a digital version you can click here. Select the model of your machine, here you will find various instructions, video’s as well as user manuals.

All relevant information regarding the maintenance of your machine can be found here. Click here to find all the instructions and options for your machine. Select the model of your machine, here you will find various instructions, video’s as well as user manuals.

Nespresso offers 2 different types of milkfoamers with which you can prepare the most delicious milk recipes. Click here for more information.

Next to our Aeroccino’s we also have the Barista machine with which you can prepare hot chocolate, amongst 20 other recipes. More information regarding the innovative machine? Simply click here.

We also offer a wide range of machines with a built-in milk foaming function. Click here for more information. 

All our machines have an energy saving mode which means that the machine switches of automatically after 9 minutes of inactivity. This way no energy is wasted. 

For certain of our machines it is possible to modify the coffee volume that you will get in your cup. Click here for the instructions and the possibilities for your machine. Select the model of your machine, here you will find various instructions, video’s as well as user manuals.

Depending on the type of machine, we offer a flat fee for the repair of it. This flat fee includes (amongst others), scheduled pick-up, complete checkup of your machine, replacements of all defective parts, 1 descaling, scheduled return and an extra 6 month warranty period after the repair.

If you do not want your machine repaired, we offer our loyal customers an attractive discount when purchasing a machine.

With your proof of purchase you can benefit of 2 years warranty on your Nespresso machine, Aeroccino and Barista.

In order to keep your Nespresso machine in optimal condition, you are advised to descale your machine after every 400 to 600 capsules or at least 3 times a year. The harder the water in the area where you live is, the more often you need to descale your Nespresso machine.

One should use a small cup of 40 ml for our Espresso varieties and la lager cup of 110 ml for the lungo ones. Running more water through a capsule than it’s advised can result in grounds in the cup.

Purging or descaling your machine can be of help you in some cases. See user manual for further instructions.

Should you need more assistance, you are more than welcome to contact us on our free phone number 0800 162 64 (for BE) or 80022633 (for GHL).

No, whether you're new to Nespresso or an established coffee lover looking to explore further, you can enjoy the benefits of Nespresso Easy.

You can subscribe to our plans all year long.

Each month, after payment, you’ll receive a fixed amount of Nespresso credit that you can use to purchase coffee, machines or accessories via Nespresso.com, by phone, or in our Nespresso Boutiques. The amount of coffee credit you receive is equal to your monthly amount plus 10% extra credit as a little thank you for being a subscriber.

By subscribing to Nespresso Easy Machine online, you can choose to have it delivered to the address of your choice or to your favourite Nespresso Boutique via the Boutique Pick-up option.

Unfortunately, the machine cannot be delivered to a pickup point.

Your Nespresso credit goes directly into your account, after purchasing a coffee plan. After 24h you receive a confirmation mail indicating that your coffee credit is available on your account. The credit is valid for 2 years so you can enjoy it right away or save it up for a bigger order in the future. Your choice! You can check your coffee credit by logging into your Nespresso profile online, by calling 0800 162 64 for free or by going to the nearest Nespresso Boutique.

Are you already subscribed for a coffee plan, and do you wish to switch to a machine plan, for example?

Cancel your subscription for free via your online Nespresso account or by contacting us via the toll free number 0800 162 64. You will then be able to switch to the subscription plan you prefer via our website.

No, it's not possible to choose our coffee plan and machine plan simultaneously!

The coffee plan grants you a free surplus of 10% on top of the monthly Nespresso credit that you have chosen. That amount can be used for any Nespresso product of your choice.

The machine plan lets you benefit from the monthly credit as well and allows you to buy the machine of your choosing for only €1.

The first monthly amount is due at the time you purchase your coffee plan. Subsequent amount will be payable every month on the same date of the month as your purchase.

The Nespresso Team continuously work on improving your experience. At the moment, it is only possible to subscribe via credit card and VISA debit card.

As a unique benefit of subscribing to Nespresso Easy, you will receive 10% extra credit per month directly to your account, which can be used at any time. So if your monthly amount is €25, you will receive a total of €27,5 credits on your account each month as long as you pay your monthly fee.

We know you’re busy. So any unspent coffee credit is retained on your account for 2 years, ready for you to use whenever you need.

Yes, your plan lasts as long as you continue to make your monthly payments. If you decide Nespresso Easy is not for you then you can terminate it at any time without penalty. Simply go to the My Account/My Subscriptions section on www.Nespresso.com, contact our Customer Relationship Centre on 0800 162 64 or visit any Nespresso Boutique. However, you will not be entitled to a refund for any monthly fees already paid at the date of termination.

When you cancel your plan, your coffee credit will remain on your account for you to use for a period of 2 years. 

With the coffee credit you can buy products from the Nespresso Vertuo, as well as the Nespresso Original range. All of the products that are available online and in the Boutiques, can be purchased with the coffee credit.

Yes, certainly. As soon as your plan is activated, you can use your credit in all Nespresso channels: in our Boutiques, via our app or website, and via our Coffee Specialists.

Yes, you can!

The first payment takes place when you select and purchase your coffee plan. Further payments will takes place on a monthly basis at the same date.

If you would like to enter into collaboration with Nespresso, you can send your request to ContactBE@nespresso.com.

You are advised to provide all the information concerning the project straight away:
- The date and duration of the event;
- The type of request: does it involve sponsorship of products or participation as a partner?
- The type of event: e.g. gastronomy, sport, design, fashion, lifestyle etc;
- Your contact details: your name, email address and telephone number;
- A summary of the event: the expected number of participants, the target audience etc.

If we are interested, you will be contacted within two weeks.

At the moment, Nespresso does not have organic coffee in its range. However, we do supply coffee that comes from our AAA Sustainable Quality™ Programme.

The AAA Sustainable Quality™ Programme is based on the following cornerstones: Quality (AA) and Sustainability (A) on economic, social and ecological levels.

We follow this programme rather than any other “organic” programmes as we believe that other dimensions of coffee production (e.g. economic and social aspects) are just as important for coffee growers, their communities and the further development of their plantations.

The AAA Programme follows the “Tool for the Assessment of Sustainable Quality” (TASQ™). TASQ™ categorises and assesses each plantation to determine how the quality of coffee beans and the social-economic wellbeing of the coffee growers can be improved.

At the end of 2010, over 60% of coffee used by Nespresso came from around 40,000 coffee growers which form part of this AAA Programme.

In the context of Ecolaboration™, Nespresso has set itself the following goals which must be achieved by 2013:

• To source 80% of its coffee from the Nespresso AAA Program
• To triple its capacity to recycle used capsules to 75%
• To reduce the carbon footprint of a cup of Nespresso by 20%

For further information concerning our initiatives, please go to www.nespresso.com/positive.

The Nespresso AAA Program differs from Fair Trade in that it seeks to find a long term balance between highest quality - which is the primary basis for the selection of our coffees - and social, environmental and economic criteria.

Although Fair Trade is an important initiative for some farming communities, after reviewing the needs of Nespresso we decided that we required a program tailor-made to fit our focus on quality. This program has been developed in close collaboration with the leading non-governmental organization, Rainforest Alliance.  AAA farm assessments are independently verified by Rainforest Alliance.

Nespresso has been committed to ensuring that the communities of coffee farmers that produce the highest quality coffees for us benefit from the excellence of their crop.  The aim of the AAA Program is to improve quality and sustainability practices on the farms and in the regions where the highest quality coffees are cultivated.

The AAA premium that Nespresso pays participating farmers is roughly 30-40% above the standard market price for coffee and 10-15% above coffees of similar quality.  The program is about more than paying a premium; it is about building a long term relationship with coffee farmers. 

More information can be found at www.nespresso.com/ecolaboration.

You can find all of the various coffee machines for offices on our website www.nespresso.com/pro. You can compare different possibilities and choose the one that suits best your company’s needs. You can also request a demonstration or brochure online.

If you need additional information, you can complete the online form and send your request to us. You can also contact our Coffee Specialists by phone on 0800 – 49 653 (voor BE) of 800 – 230 34 (voor het GHL).