Frequently asked questions

You can make espressos to larger cups with Vertuo
- from a short Espresso, a smooth Gran Lungo, an indulgent Coffee or a bigger cup of Alto topped with smooth and generous crema. Behind the scenes, the technology uses gentle Centrifusion™ extraction, recognizing each capsule and adapting the parameters accordingly to create your perfect coffee style. With Original, you can also enjoy the same smooth, authentic taste of your coffee
- from Ristretto, Espresso, Lungo, to americano and milk recipes. Original machines use a high-pressure 19 bar extraction system to release the fresh aromas from each capsule.

Try crafting a variety of coffee and milk recipes, Cappuccinos or Lattes too using the Aeroccino or the built-in one-touch system.

All Nespresso capsules are made from aluminium and can be recycled. Bring your used capsules to one of our collection points, drop them off at your neast Nespresso store or waste collection center, or fill your recycling bag with used capsules and give it to the postperson when they next deliver your order. By adding capsule recycling to your coffee ritual, your coffee won't only taste good, it feels good too.

You can precisely prepare your small or large coffee with generous and silky crema, as each Vertuo machines uses barcode recognition and a brewing extraction system to create your coffee experience. The unique barcode on each capsule adjusts the flow and volume of water, temperature, infusion time and capsule rotation to make the best part of your coffee experience - your perfect coffee, every time.

The two systems are different and rely on different brewing processes. Our Centrifusion technology was designed specifically for the Vertuo machine, which can make a variety of coffee sizes and deliver the high quality coffee experience customers expect from Nespresso.

The two systems are different and will appeal to different types of coffee lovers. Original is designed for people seeking the classic espresso and espresso-based coffees(Americanos, cappuccinos and lattes) while Vertuo is for coffee lovers who perfer a large cup of coffee with the same high quality that Nespresso's Original is known for.

Every year, Nespresso introduces one or more limited editions to surprise her Club members with new coffee discoveries.

Limited Edition is produced from special high quality coffee beans that are available and purchased in limited quantities. Limited Edition is therefore only available for limited periods of time.

Nespresso foremost priority is sourcing the highest quality coffee beans and providing exquisitely unique espresso blends to our members worldwide.  At this time, we do not have any plans to add tea or hot chocolate related capsules to our Grands Crus selection.  We do offer Limited Edition and flavored Variation espressos each year.

Various scientific studies indicate that an intake of 300 to 400mg of caffeine from all sources per day for the normally healthy adult population does not cause any adverse effects on health.

Expressed in cups, it means 300-400mg of caffeine typically represents 4-5 cups of Nespresso Original coffees, or 2 to 5 cups of coffees for Vertuo coffees which may vary according to blend.

Official recommendations for pregnant and breastfeeding women, however, are that:

- they reduce their intake to 200-300 mg of caffeine per day,

- the equivalent of 3 to 4 cups of Nespresso Original coffees per day, 1 to 4 cups for Vertuo coffees.

All decaffeinated product is tested and must legally contain less than 0.03% residual caffeine.  Caffein content is checked in green coffee, in roasted coffee and in the finished product. Decaffeinated coffee contains max 2 to 4mg of caffine per cup.

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 dry out and reabsorb the natural coffee bean aromas. The usual grinding and roasting methods are then employed.
 
The removal of caffeine is, therefore, completely natural. This decaffeination process removes up to 99.9% of the caffeine from the coffee beans.

Scientific evidence indicate that moderate coffee consumption is safe for pregnant / breast feeding women (equivalent to 200-300mg of caffein / day). If you are concerned about potential sensitivity to coffee we advice you to consult your health practitioner.

Nespresso Grand Cru coffees have a limited shelf life of 12 months since the moment they are produced. This means the freshness of coffee is well-preserved in each perfectly portioned coffee. The quality, the aromas and the taste remain optimal for no less than 12 months. As all Nespresso Grands Crus are produced in Switzerland, the remaining shelf life of a Nespresso capsule after arriving in China, is reduced by a few months, due to shipping, customs clearance and distribution. For these reasons, we recommend customers to purchase the appropriate amount of capsules according to their own coffee consumption habits and frequency, in order to enjoy ultimate coffee experiences.

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 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 calling our toll-free hotline 4001 200600

Coffee contains many valuable ingredients that can be beneficial to health, including caffeine, minerals and antioxidants.
There is scientific evidence that 3-5 cups of coffee per day may be be beneficial to health (see www.cosic.org).
A few cups of coffee per day contribute significantly to the daily intake of antioxidants in our diet. (see www.cosic.org, www.positivelycoffee.org)

Minimum 100 capsules or any purchase of 340RMB or above.

It is not our intention to begin selling in supermarket chains. Nespresso’s unique business model allows us to guarantee quality at every stage of the value chain, to offer a direct relationship with our Club members as well as a holistic approach to sustainable development from cherry to cup.

Nespresso delivery service is available from 9am to 6pm daily, excluding Public Holidays.                                                                                                                             

Delivery to Beijing and Shanghai may be arranged within 2 days. Delivery to other cities may take 3 - 5 days.

Should the parcel fail to be delivered as scheduled, you may contact Nespresso Club by hotline at 4001 200600 or by email for further assistance.

If you wish to cancel or amend an internet order, please contact the Nespresso Club at 4001 200600 with your order reference number immediately.

If the order has been processed and delivered before you contact the Nespresso Club, please contact the Nespresso Club for our returns policy.

1. Products returned within seven days without any reason shall meet the requirements at the same time： (I) keep the original packaging (the sealed outer packaging of the minimum sales unit of food products is not opened), and relevant accessories (such as user manual) are complete; (ii) Attach original bills and other shopping vouchers; (iii) The products applied for return or exchange without reason must be in good condition and have never been used (the sealed outer package of the minimum sales unit of food products is not opened, and the machine and accessories products (the machine shall not use capsules or water); (iv) The product itself, accessories and gifts (if any) shall be returned; (v) Freight is paid by the consumer.
2. If any quality problem occurs within 7 days (including) after receipt, the products of machines and accessories can be returned together with invoices and other shopping vouchers; If any quality problem occurs within 15 days (including) after receipt, the goods can be replaced by the original invoice and other shopping vouchers. The freight shall be paid by Nespresso.
3. Food products (such as coffee, sugar, etc.) have quality problems that should be replaced according to law. Please provide the original products within 15 days after receipt or other time limits stipulated by law, and attach the original invoice and other shopping vouchers, and the freight will be paid by Nespresso. In case of return, we will arrange to return the payment you paid within seven days upon receipt of the returned products. The specific date of receipt may be affected by banks, payment institutions and other factors.

We will enclose the receipt with the order or send the receipt separately if the billing address is different from the delivery address.

Fapiao will be delivered separately within 7 - 10 working days after the delivery of your order.

If you have been waiting longer than the agreed delivery time period, please contact the Nespresso Club at 4001 200600 and our Coffee Specialists will be able to assist you.

If you have received a damaged package, please contact the Nespresso Club at 4001 200600 and our Coffee Specialists shall provide you with the best possible solution.

Please click on "Register" and provide your personal information.
 
If you are already a member, please indicate your Club member number in the last dedicated space and click on "Continue". You shall then be able to place your order.
 
If you are not yet a member, you shall select "No, I do not yet have a Nespresso Club membership number" and click on "Continue".
 
Provide us with your delivery and invoicing adresses for your account, and choose if you wish to be kept informed of our actuality and special offers. Click on "Continue".
 
Please register your (new) Nespresso machine by selecting the model you possess and writing down its serial number, purchase date and location. If you wish to register it later, click on "Skip Machine Registration".
 
Your account is then created and you shall be able from now on to place an order by clicking on "Quick Order".
 
If you do not manage to edit your account, or to receive the link, please contact the Nespresso Club at 4001 200600 or by email.

Your Nespresso membership number is created when you place your first order via www.nespresso.com, when you have registered via the Nespresso Club on the phone or in one of our Boutiques. Your membership 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.

If you do not manage to find your membership number, please contact the Nespresso Club at 4001 200600 or by email.

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*.

* Please note that the reset password link only valid for 72 hours.

The email/password which you have provided are not valid for the current store. You have registered your email address in other country.

Coffee is a natural product. When capsules have been used and are open, the wet coffee grounds will start to biodegrade, which may ultimately result in the formation of mould. The formation of mould is a natural process of decomposition, as for any organic matter.

Nespresso recommends regularly changing the recycling bag and not leaving used capsules – just like other organic kitchen waste – for long period in the bag or container in the kitchen and to store bigger amount of capsules in an outside trash-bin.

There is no health or safety risk in consuming one of our Grands Crus past its best before date. The aluminium used in our capsules provides an impermeable barrier to light, oxygen and humidity, which perfectly protects the freshness of our coffees.

If your Nespresso machine is defective, please contact the Nespresso Club at 4001 200600 or by email for repair service or technical assistance

Our trained machine specialists are qualified to carry out a full diagnosis by phone as soon as you call them. If appropriate, they will advise that you may opt for the Nespresso Assistance Package, which includes:

- The collection of your Nespresso machine from your home or an address of your choice
 - The loan of a Nespresso machine for the repair period (subject to availability)
 - Repair of your Nespresso machine and a full check of its components
 - Return of your Nespresso machine to the same collection address
 - Repaired parts will be warranted for the unexpired portion of the original warranty or six months, whichever is greater.                                                                                           
*Please note:

For a period of 2 years, Nespresso provides a free limited warranty for defects caused by defective materials and/or manufacturing defects and other legal and regulatory circumstances. The warranty period begins on the date of purchase and Nespresso requires presentation of the original proof of purchase to ascertain the date. During the warranty period, Nespresso will either repair or replace, at its discretion, any defective product at no charge to the owner. Replacement products or repaired parts will be warranted only for the unexpired portion of the original warranty or six months, whichever is greater.

This limited warranty service:

1. Only for products sold through Nespresso official channels in Mainland China;
2. Not applicable to any fault caused by negligence, accident, misuse or other faults beyond the reasonable control of Nespresso.

For the avoidance of ambiguity, exclusions for limited warranty service include but are not limited to:

1. Unable to provide warranty certificate and valid invoice, or other legally recognized original purchase certificate;
2. The model of warranty certificate is inconsistent with the model of the product to be repaired;
3. Products purchased through unofficial channels or not targeted at the Chinese mainland market;
4. Damage caused by negligence or failure to operate the machine according to the product instructions, improper use or inadequate maintenance (including improper calcium deposits or descaling, connection to improper power supply, dust or insects and other foreign matters entering the product etc.);
5. Damage caused by unauthorized product modification or repair,
6. Damage caused by use for commercial purposes (if otherwise agreed in the commercial contract, such agreement shall apply);
7. Failure caused by force majeure (such as fire, lightning, flood) or other external causes.

In addition, this limited warranty does not cover the replacement/repair or refurbishment of enclosures, airframes, packaging and saleable spare parts of the machine. Should the cost of repairs or replacement not be covered by this warranty, Nespresso will advise the owner and the cost shall be charged to the owner. Except to the extent allowed by applicable law, the terms of this limited warranty do not exclude, restrict or modify the mandatory statutory rights applicable to the sale of this product and are in addition to those rights.      If you believe your product is defective, contact Nespresso for instructions on how to proceed with a repair. Please visit our website at www.nespresso.com for contact details.

If you are not happy with the amount of coffee that your Nespresso machine provides, you can reset the amounts delivered.
 
Essenza/Cube/Citiz/Pixie/Inissia/Lattissima lines can be reset as follows: Take a capsule and place a cup under the coffee spout. Press the coffee button and keep pressing until you have reached the required amount of coffee.
 
For U machines: Open the slide, put a capsule in the machine and a cup under the coffee sprout. Hold your finger on the button you want to reprogram and close the slide. Take your finger from the button when you have the desired amount of coffee in the cup. The other 2 coffee buttons will blink to confirm.
 
This quantity will be the saved in the memory of your machine. In future, your cup will be filled to this new level. The programming can be done for all coffee buttons on your machine.

If your machine is automatic (Pixie, Inissia, Cube, CitiZ, Lattissima, Concept, Essenza or U models), you can programme the size of both small and large cups as required. To do so:

- Place a coffee cup under the coffee valve.
- Press the ‘small’ (or ‘large’) cup key without releasing the pressure.
- Release the key once the quantity in the cup is right. It has been programmed.

For any further information on your machine, please contact the Nespresso Club at 4001 200600 or by email.

Our machines are equipped with an ‘OFF mode’ which means that the machine turns itself off of inactivity to minimise the energy use.

Pixie/U/Inissia machines switche itself OFF automatically after 9 min (factory settings). This time can be changed to 30 min.

If you press a cup button and no water comes out of the spout, it is possible that the machine has some excessive air pressure. This occurs when the water tank runs empty while the machine is still dispensing coffee, or when the machine has not been used after a period of time.
 
For the Essenza and Le Cube machine, simply lift the coffee lever and push it away from you. While applying pressure, press either cup button until water appears in the capsule chamber.
 
CitiZ, Pixie, Inissia, U and Lattissima owners can fill the water tank, eject any capsule in the chamber, close the coffee lever and press the large cup button. The auto-prime function will push the air from the circuit. When water begins to flow through the spout, the air bubble has been released.
 
For owners of machines with steam arms, it is best to activate the steam/hot water function. The lower pressure this function operates with allows the air to be released with greater ease.
 
For any further information on your machine, please contact the Nespresso Club at 4001 200600 or by email.

Descaling kits retail at RMB150 yuan (for a set of 2 packets) and they can be purchased directly from our boutiques, website or hotline  4001 200600 .

In order to keep your Nespresso machine in optimal condition, you are advised to descale your machine every half a year or after 600 cups of extraction. The harder the water in the area where you live is, the more often you need to descale your Nespresso machine.

Water residue and limescale can accumulate within the system. It may not only affect the temperature, flow and quality of your espressos but it may also shorten the life of your machine.

The fluid in our descaling kit is identical so you can use the set with another Nespresso machine as well. You must ensure, however, that you follow the appropriate descaling instructions for your machine.

If a capsule is damaged (before or during the extraction), coffee grounds can be found into the cup.

Check that a capsule was not crushed while closing the lever/slider. If so, rinse the system and look for the problem, such as:
- full capsule container
- capsule stuck in the capsule cage
- capsule stuck in the extraction chamber

Extraction system opened too soon (during or just after extraction). Wait 2 to 3 seconds before opening the extraction system.
 
For any further information on your machine, please contact the Nespresso Club at 4001 200600 or by email.

There will always be some water in the drip tray as every time you eject a capsule, the remaining water from the capsule chamber is released into the drip tray.

The burn marks you are experiencing are a build up of milk proteins over the heating element. These will need to be removed in order to avoid further complications with your Aeroccino. The following steps are recommended:
 
- The use of a Teflon-safe (or non-stick) scourer on the inside surface of your Aeroccino to remove the burnt patches of milk
 
- Cleaning the inside of your Aeroccino, as above, after every use
 
- Ensuring the inside of your Aeroccino remains free from any scratches or permanent marks
 
If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our toll free number4001 200600 or email from our website. A trained Coffee Specialist will be happy to assist you.

If the red light on your Aeroccino is flashing continually and the heating cycle stops prematurely, it means that your Aeroccino has detected that it is heating up too quickly. Please find below some common causes and resolutions for this:
 
- Using the Aeroccino again immediately after first use: The Aeroccino has a safety thermostat that stops the spinning and heating of milk if the temperature is too high. This is to prevent it from burning out. It must be rinsed with cold water, cleaned and allowed to cool before using again.
 
- Traces of milk left in the Aeroccino: The Aeroccino must be thoroughly cleaned after each use. If traces of milk are left in it, the temperature rises very fast and the Aeroccino stops spinning and heating much earlier. We suggest that the inside of your Aeroccino should be thoroughly cleaned with cool water and a Teflon-approved or non stick scourer after every use. It is advised to also rinse the whisk used to maintain the quality of your unit.
 
If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our toll free number 4001 200600 or email from our website. A trained Coffee Specialist will be happy to assist you.

Nudge the whisk slightly; it might be that the magnetism stopped for a short time. Check the function of the other whisk if it's working.
 
Rinse inside of the jug and the whisk with cold, running water and make sure to wipe with a damp, non-abrasive sponge or paper towel to remove milk residue after each time use.
 
For the Aeroccino 3, Check that the ON-OFF button is ON (red LED lighted)
 
If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our toll free number 4001 200600 or email from our website. A trained Coffee Specialist will be happy to assist you.

This is evident when there are little to no air bubbles after an attempted cycle of milk using an Aeroccino with the desired whisk attached. Your Aeroccino should have 2 different whisks attachments. One to heat milk (without spring), the other to heat and make foam milk (with spring). To create more milk foam please use whisk with spring when heating your milk.
 
The amount of froth produced by the milk, is dependant on the amount of protein present in your milk of choice. The protein content can vary between batches of milk, meaning that one bottle of milk may produce a different level of froth to another. This can also vary seasonally - most notably during the warmer months.
 
We advise the most effective resolutions are to:
 
- Ensure your Aeroccino is functioning correctly - whisks spin, milk heats and red light does not flash
 
- Trial with a different bottle/type of milk
 
If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our toll free number 4001 200600 or email from our website. A trained Coffee Specialist will be happy to assist you.

Please note that the Aeroccino is designed to warm the milkfroth to the temperature of 60 to 70 degrees only for optimal forth results.
 
If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our toll free number 4001 200600 or email from our website. A trained Coffee Specialist will be happy to assist you.

The Aeroccino is a thermostatic (temperature sensitive) device which automatically powers off after reaching a set temperature. It does not detect the amount of froth being produced in the jug. As the Aeroccino is designed to heat the jug and rotate the whisks, it is functioning properly.
 
Be sure that the correct max fill line was utilized with the correct whisk. When using the frothing whisk, which has a coil for cappuccinos and macchiatos, fill milk to the lower maximum fill line. When using the hot milk whisk for lattes, you can fill it to the higher maximum fill line.
 
Different brands and types of milk will produce different qualities/quantities of froth. We find that UHT (Ultra High Temperature) milk produces very consistent froth. Milk quality fluctuates throughout the year, so the same brand and fat content may produce a different froth in the spring than it does in the winter
 
If your Aeroccino begins to overflow, you can safely remove it from its base without damaging the device.

If the Aeroccino does not switch on, first of all try a different socket. Ensure that the Aeroccino is placed on the base correctly before pressing the ON button. Be aware that the machine device will not respond when it is cooling down.
Aeroccino might be overheated. Please fill it up with cold water or icecubes and wait for 30 minutes.
 
If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our toll free number 4001 200600 or email from our website. A trained Coffee Specialist will be happy to assist you.
 
- Using the Aeroccino again immediately after first use: The Aeroccino has a safety thermostat that stops the spinning and heating of milk if the temperature is too high. This is to prevent it from burning out. It must be rinsed with cold water, cleaned and allowed to cool before using again.

Check type of milk: 1,5 % fat content, stored cool, package should be open max. 2 days
 
Please note that 50 % milk froth, 50 % warm milk is normal.
 
If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our toll free number 4001 200600 or email from our website. A trained Coffee Specialist will be happy to assist you.

Please clean the Aeroccino after each use. Rinse it with cold water and use a soft cloth for cleaning. Never use aggressive cleaning materials because the teflon-cover could be damaged.

1. It is necessary to clean the bottom of the jug after each single preparation to avoid the problem of milk remaining and it is impossible to clean the bottom of the jug (persistent milk deposit).

2. The milk remainders can become odorous. It is necessary to clean the bottom of the jug after each single preparation with a damp cloth to avoid the problem.

3. Use a damp cloth to clean the Aeroccino. Don't place it in the dishwasher.
Start the cleaning procedure (refer to user manual for description of procedure).
Repeat the procedure if needed.

If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact the Nespresso Club directly via our toll free number 4001 200600 or email from our website. A trained Coffee Specialist will be happy to assist you.

At Nespresso, we believe that each cup of coffee can not only deliver a moment of pleasure, but also restore, replenish and revive environmental resources and communities. The Positive Cup’s overall vision is to create a cup of coffee that has a positive impact on the world.

As a company, sustainability is our way of doing business and is at the heart of everything we do. We understand and respect the responsibility that Nespresso has in creating a sustainable coffee economy and embed our best practice sustainability principles throughout our value chain, from the coffee cherry to the cup.

The Positive Cup program incorporates ambitious goals in the areas of coffee sourcing and social welfare; aluminium sourcing, use and disposal and resilience to climate change.

Specifically, by 2020 Nespresso commits to:
- 100% sustainably sourced coffee
- 100% sustainably managed aluminium
- 100% carbon insetting

For more information, please visit http://www.nespresso.com/positive/cn/en#!/sustainability

If you would like to enter into collaboration with Nespresso, you can  contact the Nespresso Club at 4001 200600 (24/7 toll-free) or by email. 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.
 
We will be in touch with you should there be a potential for collaboration with Nespresso.

For many years, Nespresso has been supporting sustainable development initiatives by selecting the best coffees grown and harvested in sustainable farms and agricultural communities. The recycling of its capsules is a logical and key step in the company’s approach to sustainability.

Nespresso Grands Crus coffees are packaged in a capsule made of aluminium, a material that best protects the freshness of the ground coffee and can be recycled infinitely. All components of the Nespresso capsule are recyclable: not only the aluminium, but also the coffee grounds. These two components are separated before being processed. To be recycled, aluminium is simply re-melted. This process, which requires very little energy, results in no loss of weight or quality and can be repeated infinitely.

In China, the used coffee grounds are composted and used as fertilizer in a local organic farm.

For more information, please visit http://www.nespresso.com/positive/cn/en#!/sustainability

For any further information on recycling and sustainability at Nespresso, please log on to our Ecolaboration website: www.ecolaboration.com

We appreciate your concern about the environment and sustainability.

Aluminium capsules provide complete protection of the freshness and aroma of our Grands Crus. Aluminium is also a material that can be infinitely recycled without losing any of its properties (approximately one third of the world aluminum demand is met by recycled sources and 75% of the aluminum ever produced is still in circulation). Coffee grounds can also be reused in a number of ways. They can be used for example, as a natural fertilizer for agriculture or as an energy source for the production of electricity or domestic heating.

No other capsule material that we have examined can protect the freshness and aromas of our coffees, while interacting with our machines in such a way as to consistently produce the high quality coffee that our consumers have come to expect. In addition, aluminum also has the unique advantage of being infinitely recyclable.

The use of aluminum also allows us to eliminate the need for any additional packaging or overwrap to protect freshness, and its lightweight provides environmental advantages from a logistics perspective providing further advantages from a sustainability perspective.

The Nespresso machine range is specifically designed to meet precise power regulations for each geographical region. The machines sold in China operate on 220-240V, 50/60Hz only. When using a machine with these specifications in another country, or vise versa, there is no guarantee that it will operate properly.  Machines can be irreparably damaged when used in foreign countries.

No. The roasted and ground coffee is encapsulated in an air-tight environment and sealed in our aluminium capsules to protect the coffee from the effects of oxygen, light and humidity. As a result, our Grand Crus remain fresh for a very long time. In order to get the best of its flavours and aromas, we recommend consuming our Grands Crus within 12 months.