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. You will be informed via a note in your letterbox or an e-mail.
  
  

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

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• How can I return items?

  Within 14 days upon reception of your products you can return any items you do not like.

   

  We suggest you get in touch with our customer service team. They'll be happy to give you a return barcode so you can send your parcel back for free via bpost.

   

  Items that have already been paid for will be refunded automatically within 14 days of receipt. Items will only be accepted if they are returned in good condition and accompanied by the invoice.

  
  For more information regarding our return policy, click here.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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. 

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• What is the most sustainable way to receive my coffee?

  When your Nespresso parcel is delivered at a bpost collection point or a locker, there is on average 30% less CO₂ emission compared to a home delivery.

  
  This is because fewer kilometres are covered and your coffee arrives directly at the designated pick-up point.

   

  By collecting your parcel on foot or by bike, CO₂ emissions are reduced even more.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars

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 coffee capsules may be sorted for recycling in the New Blue Bag.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• What do I have to gain by recycling my coffee capsules in the New Blue Bag?

  You may rest assured that your coffee capsules will be processed in an efficient recycling system when they are deposited in the New Blue Bag at home, at work, or anywhere else!

  Some benefits at a glance:

  - you contribute to preserving the environment

  - you do not have to change your habits: the blue bag is already ubiquitous at home

  - the coffee capsules are small, and therefore the number of blue bags you purchase will not increase. Moreover, a blue bag also costs less than a bag for residual waste.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• What is the purpose of recycling in the New Blue Bag?

  The aim of this new partnership with Fost Plus is to make sorting easier for capsule coffee consumers who already use the blue bag on a daily basis. The measure therefore responds to a strong demand to contribute to environmental conservation without having to change habits to do so.

  Moreover, you contribute to the circular economy and reduce your ecological footprint at the same time.

  Capsules can be deposited in the New Blue Bag from 1 January 2023, at home, at work or any other place where coffee is consumed.

  This new partnership aims to enable NESPRESSO, NESTLÉ and JDE PEET'S to recycle almost all coffee capsules consumed in Belgium.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• After January 1, 2023, can the collection service refuse my blue bag because it contains capsules?

  No.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• Are all PMD bags sturdy enough for your capsules?

  The blue bags are a responsibility of each inter-communal organisation; they each work with their own supplier. As a result, the quality of the bags may vary.

  FostPlus has developed a set of specifications that are followed by most intercommunals, about the bag's sturdiness, the colour, what can be recycled...

  If you have questions about the quality of the blue bags used in your area, we advise you to contact your municipality.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• Can plastic coffee capsules also go in the New Blue Bag?

  Yes, from 1 January 2023, all capsule types may be recycled via the blue bag.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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 also go directly into the blue bag.

  Of course, you can choose to empty the capsule beforehand if you want to use the coffee grounds as fertiliser on the compost heap.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• Can or should my capsules go in your recycling bag, and then sorted as a whole in the blue bag from 1 January?

  No, your capsules should be collected separately in the PMD or blue bag.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• What can I still use my recycling container for if the capsules are allowed in the blue bag from 1 January?

  In this sleekly designed container, you can still temporarily store your used capsules stylishly in your kitchen.

  This ensures you don't have to empty your machine's collection tray directly into your blue bag every time.

  Moreover, the capsules also already dry out a little while being stored in the container. This reduces moisture and odours in your PMD bag afterwards.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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 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

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• How can I recycle my capsules?

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

  From January 1, 2023:

  Deposit your coffee capsules in the so-called blue bag.

  Until January 31, 2023:
  
  You can hand in your full Nespresso recycling bag at 1 of the hundreds of points of recycling, or in one of our Boutiques. Click here to find nearest in your area.

  Until March 27, 2023:
  
  Hand over a full Nespresso recycling bag to the bpost delivery person who is delivering your new order or any other order, even if it is from another supplier.

  You can also leave your full recycling bag at the safe place you set up via My Preferences of bpost, or well in sight near the letterbox or at another visible location outside your home. This place needs to be safe, dry, and easily accessible. Please note that a mailman who delivers regular letters will not collect recycling bags.

  bpost collection points will also welcome you until this date to drop off your capsules.
  
  In exceptional cases, we can arrange a collection through bpost. 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 may 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars

Accounting

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

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• I have an unexpired invoice that is still open. To which bank account can I transfer the open amount?

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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).

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• I have not received an invoice. What can I do?

  We are sorry that you did not receive your invoice. You will receive your invoice in your mailbox 24 hours after the physical dispatch of your order. We kindly ask you to check your mailbox and/or spambox.

  Did you also know that from 18 May 2022 you can consult your invoices in your online account? You can find your invoice in PDF format in your account under "My Orders" by clicking on the PDF icon to the right of the respective 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• Why can I not see my invoices on the Nespresso App?

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• I don't want to receive my invoices in PDF. I want to get them on paper instead.

  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:

  

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• I see I can get my invoices in PDF, but I can't access the invoices older than 18th of May .

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• I did not receive the email with the PDF invoice, why?

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars

Product Information

• How many calories does a Nespresso capsule contain?

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• How do I prepare a Filter Style coffee?

  

  Follow these steps for the perfect filter coffee:

   

  1. Remove the tab from the capsule.

  
  2. Insert the capsule into the machine and close the lever.

  
  3. Press the lungo button (the "big" cup) first.

  
  4. Then press the espresso button (the "small" cup).

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• Do Nespresso capsules have an expiration date?

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• How much caffeine is contained in each capsule?

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• What decaffeination process does Nespresso use?

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• Do the Nespresso capsules contain allergens?

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• Can the accessories go in the dishwasher or in the microwave?

  This depends from product to product. We recommend that you carefully read the information on the information leaflet in the product packaging.

  On our website, the description of our accessories also states whether they are dishwasher safe.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• Is Nespresso coffee Halal or Kosher? Why is this not mentioned on the packaging?

  Nespresso coffee meets the religious standards of Muslims and Jews and is therefore halal, kosher and parve certified respectively.

  We only place religious symbols on the packaging when it is mandatory for that specific market.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• What are the Limited Editions of Nespresso?

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• Does Nespresso offer tea or hot chocolate capsules?

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars

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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• I can't log in. What can I do?

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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 the website can be due to several things. It is best to check the following steps:
  
  

  Error message when logging in

   

  - Is caps lock on?

  - Is the e-mail address correct? Is there a spelling error?

  - Are there any outstanding invoices whose due date has passed?
  
  

  If you have not logged into your Nespresso account for more than a year, we also recommend that you reset your password.
  
  

  Error message during payment
  
  

  - Is the card number correct?

  - Is the security or CVC code correct?

  - Has the validity date of the card expired?

  - Is there enough credit available on the card?

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• Where can I find my customer number?

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• What payment options are there on the website?

  You can choose between the below payment options:
  
  1. Creditcard
  2. PayPal
  3. Bancontact
  
  

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars

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. 

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars

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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars

Machine Support

• How to descale my coffee machine?

  How to descale your coffee machine depends on the machine type.

   

  1. Go to the Machine support section at https://www.nespresso.com/be/en/machine-assistance#!/

   

  
  2. Then select your machine type or enter the name of your machine in the 'Enter machine name or serial number' field.

   

  
  3. You will be redirected to a page where you will find both step-by-step descaling instructions, or a video explaining the process.

   

  

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• There is water in drip tray of my machine. How is this possible?

  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.

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

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• There is no coffee flow from my machine. What can I do?

  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, videos 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• What can I do if my machine does not turn on anymore?

  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, videos 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• I seem to experience a technical issue with my machine. What can I do?

  All information regarding your machine can be found here. Select the model of your machine, here you will find various instructions, videos 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• How can I maintain my machine?

  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, videos as well as user manuals.

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

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• Where can I find the user manual of my machine?

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• Which milk solutions does Nespresso offer?

  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. 

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• My machine switches of automatically after a while. Is this normal?

  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. 

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• Can I modify the coffee volume of my machine?

  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, videos 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• My machine is no longer under warranty. Can I still have it repaired?

  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.

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

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• I find coffee grounds in my cup. Is this normal?

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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 8am to 9pm, you can count on direct descaling assistance from our Coffee Specialists via the toll free number 0800 162 64.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars

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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• Does Nespresso offer organic coffee?

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• Does Nespresso offer Fair Trade coffee?

  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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• I’m looking for a coffee machine for my office. Where can I buy one?

  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).

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars

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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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.

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars
• 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

  Did this answer your question? If not, click here. We are more than happy to help.

  Rate this answer

  1 stars 2 stars 3 stars 4 stars