Frequently asked questions

Home compostable coffee capsules

• Can I put my capsules into the paper recycling? 

  No. The Nespresso paper-based capsule contains coffee grounds, which could contaminate the paper recycling process. Please do not place the capsule in your paper recycling bin. Instead, dispose of it properly by composting or following your local waste disposal guidelines.

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• Do I need to adapt my coffee routine if I use Nespresso's compostable capsules?

  Try these tips to get the best coffee experience from Nespresso's compostable capsules.
  - First, open the pouch with scissors.
  - After making your Nespresso coffee, wait a few seconds for the capsule to cool, then eject it by gently lifting the lever. Check that the capsule drops down into the capsule bin. We recommend emptying the capsule bin at least once a day, and cleaning it regularly as part of your machine maintenance routine.
  - Throw your used capsules into your home compost.
  - Store unused capsules in the pouch, closing it after each use and securing it with a clip. Keep the pouch in a cool, dry place, but not in your fridge.
  - Remember to enjoy your paper-based capsules within four weeks for the best coffee experience.
  By following these simple steps, you can enjoy a delicious cup of coffee with Nespresso's home compostable capsules. See this video for a step-by-step guide.

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• How should I dispose of Nespresso home compostable capsules?

  Here are some easy ways to dispose of your Nespresso home compostable capsules:
  - If you have a home composter, simply throw used capsules in there. Composting is a simple way to turn your kitchen and yard waste into something useful for your garden.
  - Please take note that biodegradable packaging is not accepted in all municipal compost collection. If you’re unsure about your local waste services, it’s always best to check first. In the canton of Geneva, paper-based Nespresso capsules are accepted in the public biowaste management system known as "La P'tite Poubelle Verte".
  - During this pilot phase, Nespresso is giving customers without home composting the opportunity to bring the capsules back to us in the boutique, using a special bag. And if composting is not for you, we recommend trying our aluminum capsules which can be easily recycled.
  - Although we recommend home composting as the best solution for organic waste, compostable capsules placed in the general waste bin will be incinerated capturing energy created by the heat. Indeed, in Switzerland, general waste does not go to landfill and is therefore efficiently revalorised.

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• How long does it take for the capsules to degrade in a home composter?  

  As part of the TÜV OK Home Compost certification process, our paper-based capsules were tested to verify that they compost within 6 months under controlled conditions (at 28°C). The TÜV certification requires a maximum duration of 12 months. However, the length of time it takes for the capsules to compost in your garden depends on various factors, such as the management and conditions of your home compost.
  For example, many people find that composting takes longer during the colder months. So, while we can’t give you an exact timeframe for composting in your garden, we can assure you that our capsules are designed to compost with the rest of your kitchen and garden waste.

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• What is good practice for home compost? 

  Our paper-based capsules are designed to compost along with your food and garden waste.

  For good home composting, it’s important to use a mixture of garden and kitchen waste. However, not all biodegradable material is equally good for composting. Onion skins, citrus peel, eggshells, and stale bread should only be added in small amounts. Never put meat or fish scraps, or dairy, fat and oil, or dog and cat waste in your compost bin.

  Compost needs air and moisture. Before adding materials to your compost bin, make sure the open holes are obstructed. This helps ventilation and drainage. You may even set up netting around the base to prevent pests and vermin.
  At least three times a year, allow air to flow through the heap by manual rotation or aeration. Just cover your bin to keep the rain out. To assist the compost process, you can occasionally mix the outside ingredients to the inside of the heap.
  After around six months, check your mixture. If it’s turned brown and crumbly and started smelling sweet, your nutritionally-rich material for your plants is ready. Remember that composting results vary depending on the climate, and will take longer in colder weather.

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• Is the pouch recyclable?

  In switzerland you can dispose of the pouch in the general waste bin.

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• The packaging says to consume within two weeks. Why do you recommend four weeks?

  We have done further tests and we’re satisfied that the quality of the coffee meets our high standards for up to four weeks of opening the pouch, if you reclose it after each use.

   

  See this video for a step-by-step guide.

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• The capsule is stuck in my machine. What should I do?

  Can you see the entire capsule?

  
  Yes > The possible cause of the capsule becoming stuck is that it is wet and is sticking to part of the machine interior, or that it has tilted inside the machine (above the brewing unit).
  In this case, we suggest using the tip of a teaspoon to gently apply pressure on the highest side of the capsule, in order to correct the angle of the tilt (make it horizontal). The capsule should now drop through the machine. Please do not use your finger.

  
  No > It’s possible the capsule may be stuck inside the brewing unit of your machine. To unblock it, slowly pull the lever towards the close position, but do not close it completely. When it passes the point of resistance, lift the lever gently to release the capsule. The capsule may now become tilted (you can see the entire capsule) so use the tip of a spoon to nudge it to fall. Please don’t insert your fingers or any tools into the brewing unit to dislodge the capsule. If the problem persists, contact us.

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• How do I use the home compostable coffees and what should I consider?

  In this video, you will find helpful tips and tricks for using our compostable coffees and learn everything you need to know about them.

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Accounting

• I made a mistake during my payment, will my payment arrive correctly?

  For further investigation, we ask you to send us the proof of payment via our Live Chat or by WhatsApp under +41 76 249 11 11, with the following information:

   

  - the amount paid
  - the payment details
  - the reference number entered

   

  If you have used an incorrect IBAN or account number, your transfer has not reached us. In this case, please contact your bank directly to make an enquiry.

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• I now receive my invoice by e-mail. Do you still offer to send the invoice by post?

  You can deactivate the sending of the invoice by e-mail online, under “your contact preferences” and under "PDF invoicing". By doing so you will receive it by post in the future.

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• I paid my order/purchase directly and still received an invoice by email.

  You will automatically receive an invoice once you have completed your order. Please note, that the payment slip should not be used for payment according to the "additional information". If you have already paid for your order using TWINT or a credit card, the QR code for payment is no longer valid. You can simply ignore this invoice. If you have any questions, please do not hesitate to contact us.

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• How can I activate the LSV payment on my account?

  You can download the form from this link. Please fill it with all the information asked and send it to the email address: internet-email@nespresso.com (Nespresso Switzerland). Or by mail to the following address:

  Nestlé Nespresso SA
  Chaussée de la Guinguette 10
  1800 Vevey

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• How do I receive the PDF invoice?

  Find your invoices as PDF files on our site under My Orders 🡪 PDF INVOICE. You can review all invoice line items and easily download your invoice - available from anywhere and at any time.

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• I accidentally choose payment with invoice, can I now pay by credit card or Twint?

  If payment by invoice has been selected in an order, it can no longer be changed after processing.

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• I have received a reminder, even though I have paid this bill. What should I do now?

  Please note that we receive your payment only after 3 to 5 working days.  It is therefore possible that your payment and our reminder have overlapped.

  Have you paid your invoice more than a week ago, please make sure to contact your bank at first to check if the payment could be placed or the amount has been returned to your banc account.
  Is that not the case, please send us an email to: internet-email@nespresso.com (Nespresso Switzerland)
  
  Make sure to attach an official proof of payment (ebanking job insufficient) with the following details
  - Amount
  - Value date
  - Reference number (27 characters beginning with 24 88690...)

  If an incorrect reference number was used, e.g. 02 48869... your payment could not reach us. Please contact your bank directly.

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• I do not have my invoice anymore, how can I receive a copy?

  If you have activated invoice shipping by email, you will also find the invoices as PDF files on our site under "My Orders" 🡪 PDF Invoices. You can review all invoice line items and easily download your invoice.

   

  If you receive it by post, we will be happy to send you a copy – please contact us at the free phone number 0800 55 52 53, through our Live Chat or by WhatsApp under +41 76 249 11 11.

   

  You also have the option, to activate the sending of invoices by email, in order to download them yourself under your personal data in future.

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• What should I do if I have paid a bill twice?

  If you have paid an invoice twice or paid in too much, this amount will be automatically credited to your customer account and deducted from your next purchase. If you prefer a refund, you can contact us via our Live Chat or WhatsApp at +41 76 249 11 11:

   

  - Your surname, first name and address
  - Your customer number
  - Your IBAN number
  - Your bank or postal account number
  - Swift (for refunds abroad)

   

  The amount will be refunded to your bank account within 15 working days of receiving your notification.

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• I overpaid my invoice, what can I do to obtain a refund?

  If you paid your invoice twice or paid too much, the amount will automatically be credited to your Nespresso account and deducted from your next purchase. If you wish a refund, please send us the following information through our Live Chat or by WhatsApp under +41 76 249 11 11:

   

  -Full name and address
  -Customer number
  -IBAN number and Swift number (for foreign bank)

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• What are Nespresso's bank account details?

  Account details:

  UBS SA - 1211 Geneva 2 - Switzerland
  Account: 240-C0252125.0
  Swift: UBSWCHZH80A
  IBAN: CH1100240240C02521250

  CCP number: 10-1326-2

  Nestlé Nespresso S.A.
  Accounts Payable
  Chaussée de la Guinguette 10
  CH-1800 Vevey

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• I still did not receive a refund for my returned products, what should I do?

  The refund is usually processed within 14 working days after we receive your return at our warehouse, and it will be issued using the original payment method. You can track the delivery status of your return using the consignment number provided to you when you posted it. If you have been waiting for more than 14 days, please provide us with the tracking number of your return so that we can investigate further.

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• When and how will I receive my refund for the coffee I sent back?

  The refund is usually made 14 working days after your return has been received in our warehouse and is made through the payment method used. If a replacement delivery has been sent with an invoice, the amount already paid will be credited to this. You can track the delivery status of your return using the consignment number you received when you posted it.

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• I did not receive any invoice with my order, where can I find it?

  If you have activated invoice shipping by email, you will also find the invoices as PDF files on our site under "My Orders" 🡪 PDF Invoices. You can review all invoice line items and easily download your invoice.

   

  If you receive it by post, we will be happy to send you a copy – please contact us at the free phone number 0800 55 52 53, through our Live Chat or by WhatsApp under +41 76 249 11 11.

   

  You also have the option, to activate the sending of invoices by email, in order to download them yourself under your personal data in future.

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TWINT App

• How to order via TWINT?

  If you wish to order via TWINT, please follow the steps below:

  • Open TWINT App and click on TWINT+.
  • Select the option "Order coffee".
  • Enter your customer number and postcode if you already have a customer account, or order as a guest or create your own Nespresso customer account.
  • Choose your delivery address and add the wished products to your shopping cart.
  • Confirm payment via TWINT.
  • Check whether you have received the confirmation e-mail sent by Nespresso.

  If you received the payment confirmation via TWINT, but not the confirmation e-mail from Nespresso, please send TWINT screenshot and the customer number to internet-email@nespresso.com (Nespresso Switzerland). 

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• Is it possible to order without a Nespresso account via the App Twint ?

  Yes, it is possible to order via the Twint App as a guest. However, the order will not allow you to participate to our loyalty program Nespresso & You and enjoy all the benefits. 

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• What options do I have available via TWINT?

  The quick order via TWINT allows you at the moment to:

  -Order Classic coffee, VertuoLine coffee, recycling bags set and recycling bin

  -Modify the shipping address

  -Receive the order with standard delivery 24h (Monday-Friday - orders executed before 19h)

  -Pay only via TWINT

  -Order Descaling kit

  -View the list of orders executed via TWINT and repeat an order

  -It is not possible to use promotional codes, credit (if present in the customer account), preferential rates, gifts or anything else registered on the customer account

   

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Subscription

• I have a subscription, why can't I choose payment by invoice ?

  When a subscription is active, the remains that needs to be paid when all the available credit is used has to be solved with the same credit card used to take the subscription. It is therefore not possible to use any other payment method.

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• What is a Subscription ?

  You can find every information about our Subscription on the deidcated page: https://www.nespresso.com/ch/en/machine-subscription#/

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Nespresso & You

• I have received a last chance email. What happens now?

  Nespresso & You reinvents itself to serve you better. From now on, benefits will be easier and more dynamic in your own personal space (anniversary gift automatically added to your order, free coffee samples, access to exclusive events, etc.).
  
  

  Log in to your personal area to discover your benefits and coffee offers:
  https://www.nespresso.com/ch/de/my-offers.

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Product Information

• Why Can I not find Vivalto Lungo Decaffeinato anymore?

  In order to complete our range it is sometimes necessary to say goodbye to a coffee or to change its place in our range. We had to part away with Vivalto Lungo Decaffeinato in August 2021. We advise you to try our Volluto Decaffeinato but prepared in Lungo (110ml).

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• Where can I buy Nespresso coffee?

  You can find an overview of all our boutiques or Nespresso Point's near you under this link. In addition, you can place an order at any time via our website or the Nespresso App. Or contact us at the free phone number 0800 55 52 53, via Live Chat or by WhatsApp under +41 76 249 11 11.

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• A product I would like to order is not available.

  If the selected product is a limited edition, it may already be sold out. Items from our standard range are typically restocked within a few days.
  
  

  Our customer service team is available to assist you. You can reach us at the toll-free number 0800 55 52 53, through our live chat, or via WhatsApp at +41 76 249 11 11.

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• How can I order professional capsules (pads)?

  To order professional capsules, please contact the free phone number 0800 00 11 11 or click on this link.

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• Would you like to contact Special.T?

  We kindly invite you to contact them directly on freephone 0800 50 30 30 or by E-mail by clicking here! To order tea capsules and find all details about the Special.T machine, please visit their website www.special-t.com.

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• How do I get a Gift Card?

  You can get a Nespresso gift card online https://www.nespresso.com/ch/en/gift-card or in our Nespresso Boutiques.

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• What are the different payment methods?

  There are the following methods of payment:

  - Payment slip payable within 30 days: for orders made by phone, in one of our Boutiques (if you have a Nespresso Card) or by internet.

  - Direct debit bank or post (to download the form click here : For orders made by phone, in one of our Boutiques or by Internet

  - Credit Card (Visa, Eurocard, Mastercard): For orders made via Internet

  - Maestro : for orders made in the Nespresso Boutique

  - TWINT

  - Gift voucher redeemable through all our channels

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• Where can I get an N Pass?

  You can get a customer card on your next purchase in the boutique or contacting our customer service at the free phone number 0800 55 52 53, via Live Chat or WhatsApp under +41 76 249 11 11.

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Coffee Expertise

• Do Nespresso capsules contain allergens or conservatives?

  No, Nespresso coffees do not contain any food allergens or conservatives. They do not contain gluten, lactose or nuts. Our capsules only contain roasted and ground coffee, only our flavoured varieties contain additional flavours.

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• What is the Nespresso intensity scale and what does it mean ?

  The intensity is determined by the roasting degree, the body and the bitterness. It is not linked to the percentage of coffeine in the coffee.

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• What is the shelf life of the Nespresso capsules?

  Our capsules are hermetically sealed for optimal conservation of coffee aromas. Two dates are indicated on each sleeve: the production date and the date of consumption. We guarantee the freshness of consumption for up to 12 months after the date of production. However, the best before date is not the expiry date, as coffee is not a perishable product. This date is recommended to obtain the best results in cup.

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• Decafeination process

  Nespresso uses two different processes to extract the coffeine from the gree beans (unroasted) without loosing the natural quality of our coffee. The water decafeination process is really simple. Coffee beans are plunged in water and the coffeine (which is on the outside part of the bean) is extracted by the water.
  The second process uses carbone dyoxide (one of the component of air). Beans are plunged into liquid carbon dyoxide who will extract the coffeine.
  Both methods are completely safe and respectful of the environment, they preserve the intrisic nature of the coffee bean so that there is no loss of intensity or taste.

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• Are Nespresso capsules Kosher or Halal?

  Yes our capsules are kosher and halal.

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• How many calories are contained in a Nespresso coffee capsule?

  One cup espresso (40ml) contains around 0,6 calories, a lungo (110ml) contains arounf 1,0 calories. Only our flavored coffee contain 1,5 kcal per cup. A cup from our Vertuo flavored range (230ml) contains 4 kcal. 100 gramms of roasted and grinded cofffe contain aproximatively 300 calories.

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• Where can I find Nespresso recipe online?

  Click here to find a variety of delicious coffee recipe.

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Orders & order follow up

• Where is my delivery?

  You can track your order in your customer account under 'My orders' section. You can also check the status of your shipment via the link shared by our courier on your order confirmation.

   

  In case of need, we remain at your disposal to the free number 0800 55 52 53, via Live Chat or by WhatsApp under +41 76 249 11 11.

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• How can I receive the package with the shipping method of my choice?

   Delivery for the next day:
  Receive your parcel in 1 working day at the address of your choice. Note that your order has to be placed before 7.00 pm (from Monday to Friday), not including bank holidays. For a delivery on Saturday morning, please choose "Saturday Delivery".
  
  Our Nespresso Your Time service, delivery by appointment:
  Choose the day and time you would like to receive your parcel of the Nespresso products.
  For further information concerning the time slices available, according to the area for the delivery, please contact us.
  
  
  Same day evening delivery with our Nespresso Your Time service:
  Would you like to order immediately? Place your order before 12.00 pm to receive your Nespresso products the same day in the evening.
  Service availabilty may vary dipending on location.
  For further information concerning the area for the delivery, please contact us.

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• Can I pre-order something from a boutique?

  Yes, place your order online or via the app and select the service "Pick up in a boutique" in the "Delivery mode" step and search for the desired boutique. Just one hour after receiving your order, you can pick it up comfortably and without waiting.
  This service is available during the boutique's opening hours until one and a half hours before closing time.

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• My delivery is damaged, how do I get a replacement?

  In order for us to replace the affected items or the entire order, please send us a photo of the delivery received via Live Chat or via WhatsApp on +41 76 249 11 11.

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• How can I return an item or an order?

  If you would like to return one or more items, please contact us at the free phone number 0800 55 52 53, via Live Chat or by WhatsApp under +41 76 249 11 11.

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• Can I send the capsules abroad?

  Nespresso does not deliver orders abroad from Switzerland. You shoud contact Nespresso in the country where you would like your order to be delivered.

  The Countries not listed on our website, here, are not supplied by Nespresso.

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• Would you like to pick up your parcel at a location of your choice?

  Our Boutique Pick Up service: 
  Order your coffee by phone and pick up your parcel 60 minutes later in one of our Boutiques (your order has to be picked up the same day).
  
  Time slots: from Monday to Friday, from the opening of the boutique until 1 hour before it closes; on Saturday from 1 hour after the opening until 1 hour before closing. 
  
  
  Our Pick-up points service:
  Collect your order at a pickup location of your choice (petrol station, railway station, post office..etc.) if delivery at your address isn't convenient for you. 
  Click here to see the pickup locations on a map.

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• How can I modify or cancel my order?

  Once your order has been confirmed, Nespresso cannot guarantee any requested changes or cancellations.

  If you wish to change or cancel your order, please contact us to our free phone number 0800 55 52 53. We are available from Monday to Friday from 08:00 to 18:00 and Saturday from 08:00 to 17:00.

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• Is my order delayed?

  Reasons for the delay:

  - Was your order placed after 7.00 pm? If so, your order will only be processed the following day.

  - Did you place your order before or over a public holiday or during a public holiday, or over the weekend? If so, your order will be processed on the next working day.
  
  You can check the status of your delivery using the consignment number or ask our customer service to assist you. You can join us by phone using the number free of any charge 0800 55 52 53, via Live Chat or by WhatsApp under +41 76 249 11 11.

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• I would like to choose a different delivery or billing address for my order, how can I do this?

  The address can be adjusted during the order. You will be asked to enter a delivery address as well as a billing address. You can manage your addresses at any time in your customer account once you are logged by clicking on "Welcome Madam/Sir" and then "my adresses".

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• I have moved and would like to change my address, how can I do this?

  To change your postal address, follow these instructions below:

  1. Click on "Please sign in to your account" on the home page and enter your E-mail and your password.
  2. Click on "My account" and then on "My addresses".
  3. You can change your address or add new one.

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• Moving abroad – how can I carry on drinking Nespresso coffee?

  Are you moving for a limited time to another country and would like to open a second account?

  You can select your new country using following link: https://www.nespresso.com/ch/en/country and continue to enjoy a fine cup of Nespresso coffee abroad. Please create a new account with different E-mail address as it is not possible to use the same e-mail simultaneously for two countries.

  Are you moving to another country and wish to close your  account?

  Please contact us by phone on our free phone number 0800 55 52 53 or by E-mail if you wish to close your Nespresso account. Our Coffee Specialists will update your account and advise you what you need to do to create your new account.  

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Online Support

• How can I change my e-mail address?

  To change your email address, please follow these steps:

  1. Visit our main website and click on "Login". Sign in using your old email address and password.
  2. Click on "Welcome" and select "My Account" or "My Personal Information".
  3. From there, you can enter your new email address or change your password.

  If you need further assistance, our customer service is available to help. You can reach us at the toll-free number 0800 55 52 53, through our live chat, or via WhatsApp at +41 76 249 11 11.

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• Password forgotten?

  The password entered is not correct. To change it, all you need to do is:

  1. Click on "Please sign in to your account" on the home page and then "Password forgotten ?".
  2. Enter the E-mail address which you normally use to place your order.
  3. You will receive a message at the E-mail address you have given that will ask you to click on a link to set a new password.

  If you are unable to change it or if you do not receive the link, please contact our customer service at the free phone number 0800 55 52 53, via Live Chat or WhatsApp under +41 76 249 11 11.

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• Did you receive the error code 743?

  You have logged on to www.nespresso.com from a country other than Switzerland. Find your country website here.

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• Do I need to register to Nespresso to be able to order?

  You can place an order as a guest or create a customer account.

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• Did you receive the error code 703?

  Your Nespresso account has been disabled at your request or as a result of an unpaid bill. In order to place a new order as soon as possible, please contact us at free phone number 0800 55 52 53, via Live Chat or by WhatsApp under +41 76 249 11 11.

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• How do I register?

  Click on “Please sign in to your account” at the top of our website and "Register now". Please enter your personal information.

  Are you already a member?

  If yes, simply enter your client number and postcode in the last two fields and click on Continue. You can then place your order.

  If not, simply click on “Continue”.

  Enter the delivery and billing addresses desired for your order and select whether you wish to be informed about our new products and offers. Click on “Continue”.

  Register your machine by selecting the model you have and entering the serial number, the date and place of purchase. Click on “Skip registration of my machine” on the second tab if you wish to register next time.

  Your account is created and you can place your order immediately by clicking on "Order".

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• I cannot save the machine details, what should I do?

  If you experience difficulty in registering your Nespresso machine, we kindly invite you to let us know the information below by calling the free phone number 0800 55 52 53, via Live Chat or by WhatsApp under +41 76 249 11 11.

   

  - Your Member number
  - The model and color of your machine
  - The date and place of purchase
  - The serial number (located on a label on the machine)

   

  These data are very important for us to offer appropriate assistance at any time.

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• Have you recently changed your e-mail address and are now unable to login?

  Your previous email address may still be registered on your customer account. We will be glad to change it for you - please contact us at the free phone number 0800 55 52 53, via Live Chat or by WhatsApp under +41 76 249 11 11.

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• Why are machines that I have already purchased no longer shown on my online account?

  Some of our Nespresso coffee machines cannot be currently seen online. However, these machines do exist in our system and we can help you whenever required.

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• I cannot reset my password. What can I do?

  If you do not have an Internet account or have a different email address registered, you will not receive an email to reset your password. If you are not sure which email address you have registered at www.nespresso.com, please contact our customer service by phone at the free number 0800 55 52 53, via Live Chat or WhatsApp under +41 76 249 11 11.

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• My serial number is already in use/is incorrect. What can I do?

  You will find the serial number on the underside of the machine below the barcode or on the sticker located on the drip grid of your machine.
  If your serial number is already in use, please contact us by Live Chat or via WhatsApp at +41 76 249 11 11, we will do the update for you.

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• What is the minimum order quantity for coffee?

  Our Original coffee is packaged in sleeves, each containing 10 capsules. For packaging reasons all capsules orders placed online -or by phone- must contain a minimum of 50 capsules and composed by a multiple of 50 capsules (50, 100, 150 etc.). You can mix the variety of capsules you wish, as long as the total number is a multiple of 50 (e.g. 20 Ispirazione Roma, 10 Ispirazione Firenze Arpeggio, 10 Ispirazione Genova Livanto, 10 Cosi). 
  
  

  Nespresso Vertuo capsules are packaged in sleeves, each containing 10 capsules. For packaging reasons all Vertuo capsules orders placed online -or by phone- must contain a minimum of 30 capsules and composed by a multiple of 30 capsules (30, 60, 90 etc.). You can mix the variety of capsules you wish, as long as the total number is a multiple of 30 (e.g. 10 Inizio, 10 Stormio and 10 Altissio).
  
  

  It is possible to order at the same time Nespresso Original and Nespresso Vertuo capsules. The minimum quantity and multiple rule of every coffee type must be respected. For example: 40 Volluto, 60 Arpeggio (100 Nespresso Original) then 20 Toccanto and 40 Orafio (60 Nespresso Vertuo).

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• How can I change my data?

  To change your data, please log in to our website with your e-mail address and password. When logged in, navigate to "Change my personal information" (email address, password and machine information) and "Change your addresses" (shipping and billing addresses) by clicking on the down arrow located under the centre button. Alternatively, you can also click here.

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• Why is my new password not accepted?

  Please verify that your password fulfills the following criteria:
  
  - At least 8 characters
  - At least 1 number
  - At least 1 capital letter
  
  If all these points are met, we recommend that you delete the cookie data, temporary files and Internet history of your browser (Microsoft Edge, Google Chrome, Firefox, etc.).
  
  If you cannot log in or do not receive the email to create a new password, please contact Nespresso via our free phone number 0800 55 52 53, via Live Chat or by WhatsApp under +41 76 249 11 11.

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• What are the specifications for the password assignment?

  Your password must consist of at least 8 digits, a number and a capital letter.

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• I cannot log in. What can I do?

  Please first check that your email address and the password you entered are correct. If you have forgotten your password, use the link below and enter the email address you used to register at www.nespresso.com, confirm the reCaptcha ("I am not a robot") and then click "Continue".
  
  Within a few minutes you will receive an email with a link to the password assignment, which is valid for 48 hours. If you are not sure which email address you used to register with Nespresso, please contact our customer service. Please also check your spam filter if you have not received an email from us.
  
  If you have checked your email and password for accuracy, but you are still experiencing challenges, please check the following:
  
  - Use a different browser to log in or update the browser you are using - Check that the ReCaptcha has been filled in correctly
  - You cannot see the ReCaptcha? -> Close the Nespresso page and reopen the page"

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• Do I have to redeem the full amount of my gift card?

  No, you can spread the amount over several orders. You can check the balance at any time here. To do so, enter your gift card number and the scratch code. You will find both on the back of your gift card.

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• How can I redeem a gift card?

  You can redeem the gift card online in the shopping cart (under the item "Payment"), in our boutiques and when ordering by phone.

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• I am not a customer but would like to give a gift card. Do I have to register?

  No, you have the possibility to place an order as a guest.

  It is also possible to buy in our boutiques without a customer account - you can find an overview of our locations here.

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• How can I check how much credit is left on my gift card?

  You can check the balance here. To do so, enter your gift card number and scratch code - both information can be found on the back of your gift card.

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• Do you also have gift cards?

  Yes - you can find our gift cards HERE.

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Vertuo

• What is the main difference between Nespresso Vertuo and Nespresso Original ?

  The Nespresso Vertuo and Nespresso Original machines use different technologies. The Original line is designed for Espresso lovers while the Vertuo line leans to those who like coffee in a big cup or mug but also wish to complete their experience with different sizes like Gran Lungo or Double Espresso.

  What do the two line have in common? The will to obtain the best quality of coffee in every cup.

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• What is Centrifusion ?

  Centrifusion is a new technology developed by Nespresso Experts for more than 10 years. They wanted to recreate the quality of an Espresso in a bigger cup.

  This unique extraction process allies a long infusion of the coffee to the centrifugal force and allows you to realize a perfect coffee from the higher quality in a bigger size. 

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• Is it possible to use Nespresso Original capsules in a Nespresso Vertuo machine ?

  No, it is not possible to use Nespresso Original capsules in a Nespresso Vertuo machine. They are designed for Vertuo capsules only.

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• What is Vertuo?

  The Vertuo range is a totally new spin on coffee, with an all-new design for the ultimate coffee brewing experience. Offering freshly brewed large cups of coffee with crema, as well as delicious, authentic espresso, the Vertuo machine range makes five cup sizes at the touch of a button: Alto (414ml), Mug (230ml), Gran Lungo (150ml), Double Espresso(80ml), and Espresso (40ml).

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• What are the barcodes on Vertuo capsules for?

  The Vertuo machine uses bar codes on the capsules to identify which coffee is being prepared. The machine reads the code to recognise the capsule and then adjusts the amount of water, speed of extraction and other parameters to prepare each blend and cup size in an optimal way.

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• Why is the Vertuo crema so dense?
  Vertuo is the first single-serve system to brew large-cup coffee with crema, as crema has traditionally been a feature of the espresso extraction method.
  
  

  Crema is a naturally formed foam of coffee and air, produced during the extraction process. It is a sign of ultimate coffee quality, enhancing the tasting pleasure. The crema protects coffee aromas, sealing them in the cup until they are released as you enjoy your coffee. The crema allows you to benefit from the full aromatic profile.
  
  Vertuo crema can be thicker compared to crema on Original coffee blends, due to its unique Centrifusion system.

   

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• Why are some Vertuo capsules priced higher than Original capsules?

  The price of Nespresso Vertuo capsules reflects the innovative technology and the versatility that the machine offers in brewing multiple coffee preparations and varieties with the same, high quality in cup result.
  
  The sophisticated Vertuo capsules incorporate new technology, including a bar code on each capsule, which facilitates a product intelligent extraction system, allowing the machine to recognize each expertly developed coffee.

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• Why does Vertuo have a different range of coffee blends to the Original system?
  When it comes to crafting our blends, the process is unique. This includes a rigorous bean selection, expert blending, roasting and grinding for an optimal interaction with the specific brewing parameters of the Vertuo machine. With 30 permanent blends and 5 extraction sizes available, we are confident you will be able to find a Vertuo coffee to suit your perfect coffee moment.

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• What is the Reverso?
  Unique to Vertuo, Reverso is a new way of enjoying your coffee with milk.

  Pour some cold milk (80ml) into your coffee cup or mug, extract the coffee on top, then stir to ensure a smooth and luxurious coffee with crema. We recommend the Vertuo range of Gran Lungo or Mug capsules for this recipe.

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• How much caffeine do the Vertuo capsules contain?

  The amount of caffeine is different for each coffee and depends on two factors: the proportion of Robusta in the blend (Robusta contains twice as much caffeine as Arabica), and the quantity of ground coffee used to prepare the cup. For Vertuo, caffeine per cup ranges from 60 to 150 mg for Espresso, from 120 to 200 mg for Gran Lungo sizes, from 130 to 200 mg for Mug and Alto size, from 90mg for Half caffeinato and from 4-12mg for Decaffeinato capsules.

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• Why is there no integrated milk solution?

  It is possible to buy the Aeroccino 3 or Aeroccino 4 alongside the Vertuo machine to create the ultimate milk froth experience.

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• Why does the coffee extraction take so long?
  The Nespresso Vertuo technology requires a 5-phase extraction process to achieve a perfect result in the cup.

  The warm-up time only takes less than a minute, making the total preparation time faster than the average standards. Especially the infusion needs extra time to dissolve coffee compounds for optimal extraction.
  
  

  Every delicacy needs time!

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• I can no longer find a Vertuo coffee.

  At Nespresso, innovation and coffee enjoyment are at the heart of everything we do. Our coffee experts are constantly developing new blends and setting new trends to ensure we meet our customers' needs.

   

  In order to complete our assortment in a thoughtful way, it is sometimes necessary for us to say goodbye to a coffee or reposition it elsewhere in our range.

   

  Do you need help with your selection? Our coffee specialists are available for you and will be happy to advise you.

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• Can I use my Vertuo machine on a boat or in a camper van?

  No, our coffee machines have been designed for home use. Therefore, we cannot guarantee their use on boats or camper vans.

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• What is Carafe Pour-Over Style?
  Nespresso has long been known for its single-serve coffee machines that produce exceptional coffee at the touch of a button. With Carafe Pour-Over Style, you can brew an entire -535ml pot of high-quality coffee with just one capsule.

   

  The wholesome roast blend of Peruvian and Colombian Arabicas was inspired by the hand filter method and convinces with a new and unique taste profile.

  The Carafe Pour-Over Style is not just a coffee, it is a new Nespresso coffee ritual. Combined with the VERTUO Carafe Accessory Set, you'll experience smoky roasted notes hidden beneath the subtle crown of this coffee's crema.

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• Can the Carafe Pour-Over Style capsules be used in all Nespresso VERTUO coffee machines?

  The Carafe Pour-Over Style capsule is only suitable for use in a Vertuo NEXT coffee machine and cannot be used in other Vertuo models.

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• Why do I need the Carafe to prepare the VERTUO Pour-Over Style coffee?

  The Carafe accessory set was designed especially for this coffee and fits exactly under the VERTUO NEXT machine. The carafe not only holds the entire amount of coffee, but has also been designed to guarantee the best drinking experience. The double-walled glass retains heat, the drip-free spout and silicone handle make serving easy and the stirring rod allows gentle stirring before enjoying the coffee.

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• The coffee Carafe Pour-Over Style tastes very watery.

  Please use the spoon that comes with the carafe to stir the coffee again. Stirring ensures that the heart of the coffee opens up and you get a mildly roasty, filter-like taste experience.

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Machine Support

• How can I order a spare part for my machine ?

  To order a spare part for your machine, please contact us by phone at our free phone number 0800 55 52 53. One of our Coffee Specialists will check with you in order to send you the correct part by post in the best delay.

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• Where can I find the right descaling kit for my machine?

  You can purchase the descaling kit in our Boutiques, by phone at our toll free number 0800 55 52 53 or on our website, in our accessories, maintenance or here.  

  Check out our videos that will help you to descale easily your machine here.

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• My machine is not working properly. How can I get it repaired ?

  Use this link to find the first helpful troubleshooting tips.

  If these steps do not improve the situation, we advise you to contact our technical support directly on free phone number 0800 55 52 53.

  We can use our video chat to perform an accurate diagnosis and find a solution together.

  If a repair is necessary, we can organize a pickup by the post office. In this case, parcel carrier will pick up the machine from your home on the requested date, and after the repair it will come back the same way.

  During the two-year warranty, this service is of course free of charge for you.

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• How do I use and clean my Aeroccino?

  - Use always cold milk, preferably UHT.
  - There are two different whisks for the Aeroccino & Aeroccino+. One for warming milk (hot milk whisk), another for frothing hot and cold milk.
  - Aeroccino 3 has only one whisk. The spring serves to create milk foam and must be removed for heating milk.
  - Take note of the maximum level indication for hot milk and milk foam.
  - Each Aeroccino must be cleaned with a soft, damp cloth after each use to remove all milk residues and prevent it from burning on.

  See our presentation about how to use the milk foam function here .

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• Do you wish to get a litmus paper to evaluate the hardness of your water?

  You can find this product in grocery stores or in some pharmacies.

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• Are the removable parts of the machines (Original and Vertuo) dishwasher safe?

  No, the removable spare parts are not dishwasher safe. They can be washed by hand with mild soap and water.

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• My machine is out of warranty. What flat rate will be charged for the repair?

  If your machine is outside the two-year warranty period, we offer you a repair. The repair can be organised at a flat rate, which varies for each model. Your machine will be collected and returned to you by the Swiss post. In order to discuss this together and organise a repair, please contact us on the free number 0800 55 52 53 - we are there for you from Monday to Friday from 08:00 to 18:00 and Saturday from 08:00 to 17:00.

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• Where can I find an instruction manual for my Nespresso machine?

  You will find an overview of all our machines and the operating instructions for them under this link. For immediate assistance, you are also welcome to contact us on the free number 0800 55 52 53. In this case, please have your customer number and the serial number of your machine ready.

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• Do I need to descale my machine?

  To ensure the quality of the coffee and the longevity of your machine, we recommend regular descaling after one to two months. Please follow the instructions in the operating manual of your machine. The Nespresso descaling kit is suitable for all Nespresso machines. Do you need help descaling your machine? You can find our technical service Here.

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• How do I clean my machine/aeroccino?

  HERE you will find our Technical Service. Simply select your model and follow the cleaning instructions.

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Brand & Promotions

• How can I redeem two promotion codes?

  Only one promotional code can be used per order. Our offers cannot be combined as we want to ensure that every customer can benefit from our individual promotions.
  
  If you have any questions about an offer, please feel free to contact us by phone on 0800 55 52 53, Live Chat or WhatsApp on +41 76 249 11 11.

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• I have received an offer, but another offer or no offer at all is displayed in my shopping basket. What should I do?

  Our offers are personalised. Please use the same customer number that appears on the offer. If you are using a promotional code, please consider the quantity of capsules and enter the code in the first step of the basket. If the offer includes a link, please go to our website via that link and follow the instructions. Check in the shopping basket that everything is working correctly.

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• Where can I find more information about the offer in my account?

  Please log in. On our coffee overview, you will find a banner with your personal offer at the top of the page. There you can also see the complete terms and conditions of the promotion.

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• I received a promotion via WhatsApp, is it legit ?

  Some of our offers are sent via WhatsApp. But to check this, you can forward us the message received via WhatsApp at +41 76 249 11 11.

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• How can I deactivate the newsletter and mailings?

  To stop promotional mailings, you can log in to your account and adapt your contact preferences under 'My contact preferences' or contacting our customer service at the free phone number 0800 55 52 53, via Live Chat or WhatsApp under +41 76 249 11 11.

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• Why have I received the advertisement at my old address?

  Mailings are planned in advance by our marketing department. The current address in your customer account is taken into account. If the address changes in the meantime, the change cannot be taken into account and will only be considered in the next planning.

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• Where can I find the serial number?

  You will find the serial number on the underside of the machine below the barcode or on the sticker located on the drip grid of your machine. The serial number has 19 digits and starts with 19, 20, 21 or depending on the year of manufacture of the machine.

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• Why was my participation refused?

  Participation may be rejected for the following reasons:
  
  - The machine was not purchased during the promotion period
  - The number of permitted participations has been exceeded
  - No residence in Switzerland or the Principality of Liechtenstein exists
  - The machine was not purchased in Switzerland or the Principality of Liechtenstein
  - The machine is not intended for the promotion (see respective promotion conditions)
  - The entry was sent in after the deadline
  
  For further information, please contact us at the free number 0800 55 52 53 from Monday to Friday from 08:00 to 18:00 and Saturday from 08:00 to 17:00.

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• How long does it take to process my promotion entry?

  It may take up to 14 working days to process your participation and order. If you wish to immediately receive some capsules, you can place a separate order without using the credit.

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• Does Nespresso offer promotions?

  We have a variety of special offers throughout the year. To make sure you don’t miss out, check that you have accepted emailing on your Nespresso membership.
  
  You can do this by logging into your account, clicking “Welcome” at the top of the page, and selecting “Contact Preferences” from the drop-down menu. You may also like to follow Nespresso on Facebook for exciting news, recipes, and offers.

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Recycling & Sustainability

• Recycling at Home

  With our Recycling at Home service, you can collect your used capsules in our recycling bag. Once it is full, simply place it in the milk box and let the yellow tab hang out. The Swiss Post postman will pick it up on his next round.
  
  If the recycling bag is still in the milk box after 48 hours, please feel free to contact us on freephone 0800 55 52 53, via Live Chat or via WhatsApp on +41 76 249 11 11 so we can organize a pickup. 

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• How can I receive my recycling bag?

  You can find the recycling bags under the accessories section on our site or directly under this link. These bags are free of charge and can be added to any order. It is not possible to order them alone.

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• How many bags can be collected at once?

  The postman will take all the bags that are in the box in your mailbox.

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• Where can I drop off my used capsules for recycling?

  You can find all the recycling collection points by following this link.

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• Why does Nespresso use aluminium for its capsules?

  We deliberately chose aluminium as the packaging for our coffee varieties because this material best protects the ground and roasted coffee beans from light, air and moisture, in order to guarantee you freshness for a whole year.
  
  Aluminium can also be infinitely recycled. In addition, we would like to point out that the coffee is separated from the capsule by a food protection layer, so there is no physical contact.
  
  Thanks to various programmes developed in all cantons with local and national partners, Nespresso has achieved a 100% recycling capacity for aluminium capsules in Switzerland to recover the full material value after use. You can find more information about our recycling programme here.

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• What does becoming a B CorpTM organisation really mean?

  B Corp is a community of companies that are rethinking the way they do business. They have committed to having a positive impact on the world - for the environment, for the people who work for their businesses and in their supply chains, and for the communities where they operate.

  
  Nespresso is humbled to be joining a group of enterprises who are pioneering in their commitment – going beyond sustainability and balancing purpose with profit. The B Corp Certification process evaluates performance that demands the highest standards of verified social and environmental performance, public transparency, and legal accountability to balance purpose and profit.

  You can find all the information at this link.

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Other

• Where can I buy the Big Bang Unico Nespresso Origin and how much does it cost?

  For all inquiries regarding the purchase of the Big Bang Unico Nespresso Origin, please contact Hublot customer service at +41 22 990 99 80, by email at eboutique@hublot.com or by following this link: https://www.hublot.com/fr-ch/contact-us

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• How can I contact Nespresso Customer Service?

  You can reach us at our free phone number 0800 55 52 53 (from abroad +41 27 617 22 70) Monday to Friday from 08:00 to 18:00 and Saturday from 08:00 to 17:00. Feel free to use our Live Chat or contact us via WhatsApp at +41 76 249 11 11.

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• I would like to deactivate or delete my account.
  We are very sorry that you wish to leave us. Are you having problems with your machine or can we help you with something else?

  Simply contact our customer service on our free number 0800 55 52 53 or via our Live Chat.

   

  You can cancel your Swiss Nespresso account in writing by sending an e-mail to internet-email@nespresso.com with the following details:
  
  

  First and last name

  Full address

  Customer number (if available)

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• I would like to work for Nespresso. How do I apply?

  Thank you for your interest - we invite you to discover all open and available positions here, on Nestlé's job page. There you can create your profile and apply for the positions that best match your experience, skills and aspirations.

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• How can I call a Boutique?

  The Nespresso Boutiques cannot be reached by phone, for any information, please contact us on the free number 0800 55 52 53 or by Live Chat.

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• Nespresso Boutiques in Switzerland

  All our locations and opening hours are availabe here: https://www.nespresso.com/ch/en/storeLocator#map-intro

  If you need more details, please contact us on the free number 0800 55 52 53 from Monday to Friday from 08:00 to 18:00 and Saturday from 08:00 to 17:00.

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