Frequently asked questions

Orders & order follow up

• My order should have been delivered already but I did not receive anything. What can I do?

  You can use the following link to track your order: click.

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

  
  Has your parcel not yet arrived after several days? Don't hesitate to contact us.

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• When will I receive my order?

  Depending on the delivery option you have chosen, you can have your order delivered the next day if you order before 23.00.
  
  Are you ordering on a Saturday, your order will be delivered on Monday. Is the delivery next day not convenient for you? You can also chose the day most convenient for you when you are placing your order.

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• I have placed an order, but it is not visible on my account yet. Has the order been registered correctly?

  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.

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• How can I return items?

  You may withdraw from your purchase within 14 calendar days of receiving your order. Full information can be found via the following link: https://www.nespresso.com/be/en/orderWithdrawal
  
  1. Complete the required information using the link above.
  
  2. You will receive a confirmation email acknowledging your withdrawal request. Please include a copy of this document with your return parcel.
   In case you haven't received the confirmation email, please check your spam or junk mail folder.
  
  3. Prepare your return parcel. Only items in good condition and accompanied by a copy of the confirmation email will be accepted.
  
  4. Drop off your parcel with a postal or parcel delivery service of your choice and send it to the address specified in the confirmation email. The cost of returning the parcel is the customer's responsibility.
  
  5. Once we receive your parcel, we will inspect and validate its contents. As soon as the return has been approved, we will refund the amount paid using the same payment method originally used for the purchase.

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• I have not received an order confirmation yet. Has the order been transferred correctly?

  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.

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• What should I do if my package is damaged?

  If you have received a damaged package, it is best you contact our coffee specialists, who shall provide you with the best possible solution.

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• How much are the delivery fees?

  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. 

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Recycling

• I have read that Nespresso capsules will also be allowed in the blue bag from 1 January 2023. Is this correct?

  Yes, from 1 January 2023, all plastic and aluminium coffee capsules must be sorted for recycling in the blue PMD bag .

   

   

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• Can plastic coffee capsules also go in the New Blue Bag?

  Yes, from 1 January 2023, all plastic and aluminium coffee capsules must be sorted for recycling in the blue PMD bag .

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• Should I empty or clean my capsules before putting them in the blue bag?

  No, the capsule can be recycled with the coffee grounds inside and may go directly into the blue PMD bag.

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• Can I gain space in my blue bag by storing capsules in something else?

  No. If you store your capsules in something else, such as a plastic bottle or container, your coffee capsules cannot be recycled at the end of the journey because they will not end up on the correct sorting belt.

   

  You should therefore store your used capsules separately in your PMD bag.

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• How can I recycle my machine/aeroccino?

  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.

  -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 ensure your machine will be recycled.

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Accounting

• I forgot to pay an invoice that has expired. What can I do?

  No worries, that can happen!

   

  You may have forgotten to pay an invoice. You can access your invoices in the "My Orders" section of your account on the Nespresso website or via the Nespresso mobile app. You can download the invoice to review the payment details.

   

  To ensure that your payment is processed correctly, it is important to include the structured reference when making your payment.

   

  If payment is not received, you will receive a reminder by email or, in exceptional cases, by post. You can pay your invoice using the information provided in the reminder letter.

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• I cannot finalize my payment with creditcard. What can I do?

  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).

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• I have not received an invoice. What can I do?

  You will receive your invoice by email within 24 hours of your order being dispatched. We kindly invite you to check your spam or junk mail folder.
  You can also access your invoices in the ""My Orders"" section of your account on the Nespresso website or via the Nespresso mobile app.

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• I don't want to receive my invoices in PDF. I want to get them on paper instead.

  As part of the evolution of our invoicing services and following strong customer demand, we have decided to move to a fully digital invoicing service. This is why you now receive your invoices in PDF format. We have also introduced a tool that allows you to download your invoices directly from the "My Orders" section of your online account.

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Product Information

• How many calories does a Nespresso capsule contain?

  The calorie content of a cup of black coffee is negligible.
  A Nespresso Espresso (40 ml) contains around 0.5–1 kcal and a Lungo (110 ml) around 1 kcal.

  Although ground coffee itself contains calories, these are hardly extracted into the final drink.

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• Do Nespresso capsules have an expiration date?

  Nespresso capsules are hermetically sealed to preserve the aroma as effectively as possible.

   

  The best-before date is stated on the packaging, but is usually 15 months.

   

  Even after this date, the coffee remains safe to drink, although the flavour may gradually diminish and we can no longer guarantee the quality you are used to from your Nespresso coffee.

   

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• How much caffeine is contained in each capsule?

  The caffeine content varies depending on the coffee, roast and bean type (Arabica/Robusta):

   

  -Espresso (40 ml): approx. 55–65 mg
  -Lungo (110 ml): approx. 70–90 mg
  -Decaffeinated: approx. 2–3 mg

   

  The strength of a coffee says nothing about its caffeine content. This is mainly determined by the coffee beans used and the extraction method.

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• What decaffeination process does Nespresso use?

  Nespresso uses a water-based decaffeination process:

   

  Green coffee beans are treated with hot water to dissolve the caffeine. The caffeine is then filtered out of the water using carbon. The beans then reabsorb their aromas and are dried.

   

  This process removes approximately 99.9% of the caffeine

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• Do the Nespresso capsules contain allergens?

  Nespresso coffee contains only coffee and no added allergens such as gluten, lactose or nuts.

   

  Flavour descriptions such as ‘cocoa’ or ‘milk’ refer to natural flavourings and not to added ingredients.

   

  For Variations, flavourings are used without added sugar.

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• Can the accessories go in the dishwasher or in the microwave?

  This varies depending on the product. Please refer to the instructions for use included in the packaging or the product page on our website for the correct care instructions.

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• What are the Limited Editions of Nespresso?

  Nespresso launches Limited Editions several times a year: unique coffees that are only available for a limited time.

   

  Sign up for our newsletter to stay up to date with new launches.

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• Is Nespresso coffee Halal or Kosher? Why is this not mentioned on the packaging?

  Nespresso coffee consists solely of coffee and meets dietary requirements generally considered to be halal and kosher.

   

  Official certification may vary by market and is only stated on packaging where required by law or for commercial reasons.

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• Does Nespresso offer tea or hot chocolate capsules?

  Nespresso offers a wide range of high-quality coffees, including varieties with natural flavours.

   

  Our range does not currently include tea or hot chocolate drinks.

   

  Discover the full range at:
  https://www.nespresso.com/be/nl/order/capsules/original

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• Is the aluminium in your capsules safe?

  The food-grade coating in Nespresso capsules is made of thermoplastic polymers, materials that comply with internationally recognised regulations for food-contact materials (such as in the EU and US, China and Switzerland).

  You can be confident that Nespresso capsules and all their components not only offer a perfect hermetic seal for optimal freshness, but are also completely safe.

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Online Support

• How can I create an online account?

  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.

  In this case, you can choose the option 'You are a Nespresso member without online account' at https://www.nespresso.com/be/en/secure/login. Complete your email address and choose a strong password.

  At the next step, "Existing member? Activate your online account", choose the option "Yes, I do have a Nespresso membership number". Complete your membership number and postal code before you click on "Continue".

  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.

  In this case, you can choose the option 'I am not a Nespresso member yet' at https://www.nespresso.com/be/en/secure/login. Complete your first and last name and your email address and choose a strong password.

  At the next step, "Existing member? Activate your online account", choose the option "No, I do not have a Nespresso membership number". Click on "Continue".

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

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• I am faced with an error code when I try to log in or when I try to pay. What can I do?

  An error message on our website can have several causes. Please check the following:

   

  🔐 Error when logging in

  
  - Make sure you are on the Belgian Nespresso website. You can check this via the flag at the bottom left. If it’s not the Belgian flag, click it to switch country.
  - Ensure you are on our consumer website, not the professional one (nespresso.com/pro/be).
  - Are you using the correct email address linked to your Nespresso account? Check carefully for any typos. 👉 Not sure? Verify which email address receives communications from us.
  - Double-check your password and make sure Caps Lock is not turned on.
  - Still not working? Try logging in using a different browser or device, or reset your password. If you haven’t logged in for over a year, a reset is often required.

   

  💳 Error during payment

  
  If you encounter a payment error, please verify:

  - Does the entered information match the selected payment method? (For example: for Bancontact, use the card number starting with 6 — not the Visa debit number, which often starts with 4.)
  - Is the card number correct?
  - Is the security code (CVC) correct?
  - Has the card expired?
  - Is there enough available balance on the card?

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• I can't log in. What can I do?

  -Having trouble logging in?

   

  First, make sure you are on the correct Nespresso website. Check the flag at the bottom-left corner of the page: is it the Belgian flag? If not, click on it to switch countries.

   

  Also ensure you are on the consumer website (nespresso.com/be), not the professional one (nespresso.com/pro/be). Your consumer account cannot be used to log in to the business website, and vice versa.

   

  -Are you using the correct email address?

   

  Make sure you log in with the email address linked to your Nespresso account. Not sure which email address you used? Check on which email address you receive our communications.

   

  -Is your password correct?

   

  If you recently changed your password, your browser may still store the old one. In that case, delete the saved passwords from your browser and try again.

  Still unable to log in? Then we recommend resetting your password.

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• I forgot my password. What should I do?

  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.

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• How can I modify my personal details on my customer account?

  Log onto your customer account, click on your name and ‘My personal details’.
  
  On this page you can modify all your personal details.

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• I forgot my email address. What can I do?

  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.

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• I receive error message when I try to register my machine. What can I do?

  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.

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• What payment options are there on the website?

  You can choose from the following payment methods:

   

  - Credit card (Visa, MasterCard, American Express)
  - PayPal
  - Bancontact (by entering your card number or using your banking app – select “Bancontact via Payconiq”)
  - Google Pay
  - Apple Pay (when logged in from an Apple device)
  - Nespresso credits (if you have subscribed to a plan)

  
  
  

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• Where can I find my customer number?

  Your Nespresso customer number is created after your first order on www.nespresso.com, via our mobile app, in one of our Boutiques, through our Customer Service, or when you create an account.

   

  You can find your customer number on all your invoices.

   

  You can also easily locate it in your online account:

  - Go to www.nespresso.com and log in
  - Click on your name at the top of the page
  - Then select “My personal details”

   

  We recommend always mentioning your customer number when contacting us, as this helps us assist you more quickly.

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Boutique

• Where can I find my nearest Nespresso Boutique?

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

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• Why can’t I buy the capsules in an ordinary shop?

  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.

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Product Issue

• I have received damaged/broken products. What should I do?

  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.

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Machine Support

• There is water in drip tray of my machine. How is this possible?

  After preparing a coffee, it is normal for some water to collect in the drip tray.

  
  Any residual water from the extraction system is automatically released there.

  
  If you notice an unusually high amount of water, you can find guidance tailored to your machine model. Select your machine to access step‑by‑step instructions, helpful videos, and user manuals.

   

  Visit the Machine Support section at 👉
  https://www.nespresso.com/be/en/machine-assistance#!/

  
  For additional support, our Coffee Specialists are available Mon-Sat from 8am to 7pm via our toll‑free number:📞 0800 162 64

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• There is no coffee flow from my machine. What can I do?

  If coffee is not flowing, several simple checks can help identify the cause. Start with a quick diagnosis tailored to your machine model.

  
  Select your machine to access detailed instructions, troubleshooting videos, and user manuals designed to help you resolve the issue.

   

  Visit the Machine Support section at 👉
  https://www.nespresso.com/be/en/machine-assistance#!/

  
  For additional support, our Coffee Specialists are available Mon-Sat from 8am to 7pm via our toll‑free number:📞 0800 162 64

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• How to descale my coffee machine?

  The descaling process depends on your specific machine model. To get the right instructions, simply follow these steps:

   

  -Visit the Machine Support section at 👉

  https://www.nespresso.com/be/en/machine-assistance#!/

  -Select your machine type, or enter the name or serial number of your machine in the search field.

  -You’ll be taken to a dedicated support page with clear, step‑by‑step descaling instructions and an easy‑to‑follow video guiding you through the process.

   

  Descaling regularly helps keep your machine performing at its best—and your coffee tasting exceptional.

   

  For additional support, our Coffee Specialists are available Mon-Sat from 8am to 7pm via our toll‑free number:📞 0800 162 64

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• What can I do if my machine does not turn on anymore?

  Your machine won’t turn on? We’re here to help.

  
  Access all the support options for your machine in one place. Simply select your model to find step‑by‑step instructions, helpful videos, and user manuals.

   

  Visit the Machine Support section at 👉
  https://www.nespresso.com/be/en/machine-assistance#!/

  
  If you need personal assistance, our Coffee Specialists are available Mon-Sat from 8am to 7pm via our toll‑free number:📞 0800 162 64

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• How can I maintain my machine?

  Keeping your machine in top condition is easy via the following online section: https://www.nespresso.com/be/en/machine-assistance#!/ .

   

  Choose your machine model to access maintenance instructions, step‑by‑step videos, and user manuals designed to help you get the best out of your machine.

  
  If you need personal assistance, our Coffee Specialists are are available Mon-Sat from 8am to 7pm via our toll‑free number:📞 0800 162 64

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• My machine gives an indication through the lights. What can this mean?

  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.

  From 8am to 9pm, you can count on direct assistance from our Coffee Specialists via the toll free number 0800 162 64.

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• My machine switches of automatically after a while. Is this normal?

  Yes, this is completely normal.

  
  All Nespresso machines are equipped with an energy‑saving mode and automatically switch off after 9 minutes of inactivity. This helps save energy while keeping your machine efficient.

   

   

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• I seem to experience a technical issue with my machine. What can I do?

  You’ll find all the support you need in one place. Simply select your machine model to access tailored instructions, helpful videos, and user manuals.

   

  Visit the Machine Support section at 👉
  https://www.nespresso.com/be/en/machine-assistance#!/

  
  If you need personal assistance, our Coffee Specialists are available Mon-Sat from 8am to 7pm via our toll‑free number:📞 0800 162 64

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• Can I modify the coffee volume of my machine?

  Yes, for certain machine models, you can customize the amount of coffee dispensed into your cup.

   

  Visit the Machine Support section at 👉
  https://www.nespresso.com/be/en/machine-assistance#!/

  
  To see what’s possible for your specific machine model. Simply select your machine model to access tailored instructions, helpful videos, and user manuals.

   

  If you need personal assistance, our Coffee Specialists are are available Mon-Sat from 8am to 7pm via our toll‑free number:📞 0800 162 64

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• Which milk solutions does Nespresso offer?

  Nespresso offers a variety of ways to enjoy delicious milk-based recipes:

   

  Machines with Built‑in Milk Systems
  We also offer a range of machines with an integrated milk frothing function for ultimate convenience. Check them out here
  
  Milk Frothers (Aeroccino)
  Choose from two different Aeroccino models to create perfect milk foam every time.👉 Click here to explore the options
  
  

  
  Barista Recipe Maker
  Looking for more creativity? The Nespresso Barista lets you make hot chocolate and over 20 unique recipes.

  
  Still have questions? Our Coffee Specialists are are available Mon-Sat from 8am to 7pm via our toll‑free number:📞 0800 162 64

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• My machine is no longer under warranty. Can I still have it repaired?

  Absolutely.

  
  Depending on your machine type, we offer a fixed‑price repair service that covers everything you need for peace of mind. This includes a transport solution to our repair center, a complete check‑up of your machine, replacement of all defective parts, one full descaling, and return delivery.

   

  Once the repair is completed, you also benefit from an additional 6‑month warranty.

  
  A simple, worry‑free way to extend the life of your machine.

   

   

   

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• Where can I find the user manual of my machine?

  Your machine comes with a printed user manual in the box.

  
  Prefer a digital copy? Simply click here to access it online: https://www.nespresso.com/be/en/machine-assistance#!/

  
  Just select your machine model to find user manuals, step‑by‑step instructions, and helpful videos.

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• I find coffee grounds in my cup. Is this normal?

  A small amount of coffee grounds in your cup can occasionally occur and is often linked to the cup size you choose.

   

  Our capsules are designed for specific volumes:

  - Espresso varieties: for small cups (40 ml)
  - Lungo varieties: for larger cups (110 ml)

   

  If a capsule is used for a larger volume than recommended, this may result in coffee grounds in your cup. Always use the recommended cup size for the best result.

   

   

   

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• How often should I descale my Nespresso machine?

  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.

   

  From 8 am to 7 pm on weekdays and Saturdays, you can count on direct descaling assistance from our Coffee Specialists via the toll free number 0800 162 64.

   

   

   

   

   

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• How long is the warranty on my Nespresso machine?

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

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Brand & Promotions

• How can I submit a sponsorship request?

  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.

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Shops

Phishing

• I have received an email in which my credit card details are requested. Is that possible?

  No, we will never ask you to share your credit card details with us in writing.

   

  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.

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• I have received an offer via email, but I am not sure that Nespresso is the official sender. What can I do?

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

  no-reply@beemailing.nespresso.com
  no-reply@luemailing.nespresso.com
  email@nespresso.complete-order.com
  noreply-invoice@be.nespresso.com
  identification@nespresso.com

   

  First, always check the sender of the email. Don't hesitate to contact us in case of queries or doubts.

  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.

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• I have received an email from bpost asking me to pay additional delivery costs. Is this possible?

  No. All delivery costs are paid by you when you pay for your order. bpost will never ask you to pay additional costs for a parcel within the European Union.

  We advise people who want to report fraudulent practices to do so via the following e-mail address: suspicious@safeonweb.be. You can find more information about phishing on the website https://safeonweb.be/en

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