Frequently asked questions

• My Vertuo Next has an issue not listed here. What should I do?

  Please refer to our complete machine use and troubleshooting information here:

  Machine Assistance | Nespresso CZ

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• My Vertuo Next is not pairing with Bluetooth correctly. What should I do?

  1. Login to your Nespresso.com account, delete the Vertuo Next from your registered machines.
  2. Factory reset the machine (refer to the machine assistance page for instructions).
  3. Make sure the machine is plugged in and turned on. The machine will power off after 2 minutes of inactivity so make sure the machine stays on.
  4. Go to your phone Bluetooth settings and unpair the machine if present. (Click here for iOS instructions or here for Android instructions.)
  5. Make sure your phone software is up-to-date and your Nespresso App is the most recent version.
  6. Make sure Wi-Fi, Bluetooth, and Location Services are all turned on.
  7. Place your smart device directly on top of the machine with no obstructions.
  8. Launch the Nespresso App, and attempt pairing again.
  9. Remember that the machine needs to be on throughout the pairing process and connecting to Wi-Fi. If it powers off, turn it back on.

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• I tried to pair my Vertuo Next machine and I received the message “Machine unavailable. Detected machine was unable to pair." Is my machine used? What should I do?

  The message you received is due to quality checks during manufacturing. We assure you that your machine is brand new and was not used before you. We ask you to perform a factory reset by following these steps:

  1. Open and close machine head.
  2. Leave the lever in the unlocked position.
  3. Press and release the button to turn the machine ON, and wait for a steady white light.
  4. Quickly press the button 5 times in 3 seconds. The button will blink 5 times orange and then will change to steady white.
  5. Now you can pair the machine again.

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• My Vertuo Next is not staying connected to my Wi-Fi network. What should I do?

  1. Make sure the machine is plugged into a stable power supply and turned on. If it was off, turn on, then close and re-open the Nespresso App.
  2. Make sure the Wi-Fi signal is strong.
  3. Launch the Nespresso App, tap the machine icon, and select the box that says “Connectivity”.
  4. The Nespresso App will search for Wi-Fi networks. If none are detected, select “Refresh” at the bottom of the screen.
  5. If the machine powers off, be sure to turn it back on (it powers off after 2 minutes of inactivity).
  6. If no Wi-Fi networks are located, close the Nespresso App, make sure the machine is on and repeat from step 3 above.
  7. Once your Wi-Fi network is located, select it and enter your password and tap connect.
  8. Once the connection is successful, select OK.
  9. Under Connectivity the machine should say “Connected."

  TIP: For a better connection with a dual band router, use the 2.4 GHz network, commonly identified with a 24G, 2.4 or 24 added to the end of the network name. For example, MyHomeNetwork2.4.

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Zásilkovna

• How quickly do you deliver orders from the Nespresso.cz e-shop? Will this be the same for Zásilkovna.cz?

  If you order by 6:30 p.m., the package will be delivered to the collection point on the next business day. Customers will be notified by e-mail and text message.

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• Where can customers find the unique package return code?

  To receive their unique code needed to return packages, the customer must contact the Nespresso customer centre.

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• Can you return used capsules through Zásilkovna.cz?

  If a customer wants to send used aluminum capsules via Zásilkovna.cz, they need to provide the unique code 96456023, based on which the staff will print a label and process the recycling bag with the capsules. Not all delivery points are also drop-off points for returning capsules. The customer can easily find these drop-off locations on the Zásilkovna.cz website.

   

  Sending capsules via Z-Box:

  1) In the Zásilkovna mobile app, enter the following eight-digit code: 96456023

  2) The app will generate a nine-digit code, which you write on the bag with the used capsules. No label printing is needed

  3) Take the recycling bag* with the capsules marked with the code to the nearest Z-BOX in your area

   

  * Without the original Nespresso recycling bag, the shipment cannot be accepted

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Product Information

• What is the shelf life of the capsules ?

  The shelf life of Nespresso capsules is 12 months. During this period Nespresso guarantee the preservation of all aromas. After that time, the coffee is not considered as a health risk, but some of the aromas might be lost.

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• What is the difference between KRUPS and DeLonghi machines ?

  Those two ranges of coffee machines have only different design of some parts, like the coffee buttons position, color, drip grids and coffee outlet.

  Both the ranges are manufactured by one manufacturer so there is no difference in their functions or quality.

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• Is your coffee gluten free?

  Our coffee capsules do not contain gluten or any other alergens.

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• When do you launch Limited Editions ?

  Nespresso launches twice or more times per year its Limited Editions coffee as an exception to its standard offer of 28 Nespresso coffees. Those Limited Editions are very special - mainly because of non-typical type of harvest, processing or aroma and origin.

  The quantities of those coffees coffees are limited and are available until stock lasts.

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• How is differet between Home and Profesional machine?

  The in home range of machines is designed for 2-8 user and around 20 coffee preparations a day.

  The out of home range of machines is designed in a way that the machine can prepare more coffee a day with a nice comfort - it can use the direct water supply, have bigger dispensors for used capsules, it can prepare also the milk recipes in some cases.

  Both ranges can prepare the same quality espresso or lungos while working with different capsules system. Therefore you can not enjoy your favorite in home blends at the office as the blends are not identical.

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• Where are Nespresso machines produced ?

     

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• Are the removable spare parts available ?

  The removable spare parts for your machines such as drip tray, water tank, milk container are available on our toll free line 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00 on weekends, where our coffee specialists will help you to find the right spare part and advice you the price and delivery conditions. You can also visit our Nespresso Boutiques where you can buy all of them.

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• How should I store Nespresso capsules?

  The coffee capsules are designed in a way that all the aromas are preserved for 12 months, so no special conditions are for storage of the product is needed. You might consider buying one of our capsule dispenser for an easy handling of the capsules and to take the opportunity to display them. The dispensers might be found on www.nespresso.com

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• How do you manufacture the decaffeinato coffees ?

  We remove the caffeien from our coffees with the natural process with water or CO2. We do not use any chemical solutions and the caffeine is removed before the roasting of the coffees.

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• Is there a difference in caffeine level in the capsules ?

  There are some Nespresso capsules which contain both coffee varieties - Robusta and Arabica. Those capsules may contain little bit higher level of caffeine as Robusta naturally has more caffeine level.

  Our Nespresso capsules are mainly different thanks to its aroma and intensity which is based on the variety of coffee used and the level of roasting.

   

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Orders & order follow up

• What is Nespresso Boutique Pick Up?

  You can order any Nespresso products in advance, pay it online by credit card and pick it up one hour later on the special Boutique Pick up cash desk in our Boutique. Please wait for the confirmation email to pick up your order.

  • Pařížská 10, Praha 1, Mo-Fri 10:00 – 20:00, weekends and holidays 10:00 – 19:00
  • Centrum Černý Most, Chlumecká 765/6, Praha 9, Mo-Sun  9:00 – 21:00
  • OC Chodov, Roztylská 2321/19, Praha 4, Mo-Sun 9:00 – 21:00
  • Nový Smíchov, Plzeňská 8, Praha 5, Mo-Sun 9:00 – 21:00
  • Brno, Náměstí Svobody 13, Mo-Fri 09:00 - 19:00, weekends and holidays 10:00 – 16:00

  This service is available on-line or by free of charge line 800 26 33 33, your order will be ready within one hour due to opening hours. Your order will be ready max. for 7 days and after this time will be cancelled.

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• What does the same day delivery mean?

  We provide you possibility to receive your order within the same day assuming that the delivery address is in Prague and post code starts by number one (1xx xx). The order should be done till 10:30 am and will be delivered between 2 pm and 6 pm. The delivery company wont contact you in advance.

  Later orders will be delivered automaticaly next working day in the same time.

  Price of this service is 169 CZK without possibility of free delivery. This service is available only during working days.

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• Is it possible to change the composition of the order retroactively?

  You can change all information in DPD Courrier application or you can contact Nespresso by telephone on toll free line 800 26 33 33.  

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• How can I get the free shipping delivery ?

  The minimum possible order of Nespresso capsules is 50 (5 sleeves).

  Delivery is for free when:

  • you will order 15 and more sleeves on-line
  • you will order 25 and more sleeves via phone
  • you will order new Nespresso machine online or via phone
  • you will order the Aeroccino machine on-line or via phone

  except these cases is charged delivery fee 99 CZK. Exception is the Same Day Delivery service which always costs 169 CZK.

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• Why I cannot buy the capsules at electro retail ?

  Nespresso is seeking the best quality of its products as well as the highest quality of its service. Therefore we are selling our Nespresso coffee capsules only in our own network of Nespresso Boutiques. You can also use the help of our coffee specialist in Nespresso on the toll freen line 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00 on weekdays, or visit our webshop: www.nespresso.com.

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Online Support

• How can I find out my membership number?

  If you have already purchased any goods with Nespresso or Boutique, you can find out your Nespresso membership number:

  - you can go to your e-shop account and choose "my account" and check the membership number there

  - you can contact us on the toll free line 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00, we will tell you the membership number for your use

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• I cannot finish my order - what is wrong ?

  If you are ordering coffee, the minimum quantity needs to be 5 sleeves. A control text in red or green color is visible at the top of your order checking the quantity of your capsules. If the text is red, the minimum quantity is not OK and you need to change your order. 

  If the number of sleeves is OK and your order is not possible to finish, please contact us on our toll free line: 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00 on weekends, where we will be happy to help you.

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Product Issue

• How to make a reclamation of a machine in warranty ?

  Nespresso Assistance is here to solve any troubles you might have with your machine MO-FR 7:00-20:00 and SA-SU 8:00-19:00, on our toll free line 800 26 33 33. We will check the problem of your machine and find a solution which will suits your needs.

  If the Assitance Service will be needed, our Technical Specialist will communicate with you the pick up date, a loan machine possbility and delivery of the repaired machine back to any address of your choice. This process will take maximum 7 working days and is free of charge is you are member of Nespresso and your machine is under warranty.

  For more information, please visit: http://www.nespresso.com/#/cz/cz/worldofservices

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• How long is the factory warranty for my machine ?

  Nespresso is following the standard warranty rules therefore the warranty for your machine is 24 month after the date of purchase.

  In case of after warranty repair is the warranty for additional 6 months from date of repair for all work and used spare parts.

  In case you are a Nespresso & You member, your warranty is prolonged to 3 years.

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• How to send back the unwanted products ?

  As per the Civil act §53 paragraph.7 you might return the purchased products within 14 days after the delivery without a reason if the product were purchased via distance channels.

  If you wish to return any product, please contact our toll free line 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00 on weekends, to solve the situation. Our Coffee Specialist will help you to find the most convenient solution for you.

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• Do you accept international warranty ?

  The international warranty on Nespresso machines is valid two years after machine purshcase is the machine is from KRUPS or DeLonghi manufacturer and it is the same model which is sold by Nespresso in Czech republic. The same model also means that the electric power is the same (220V).

  To ask for warranty repair, you must have the invoice from machine purchase.

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• How ist he repair organized out of warranty ?

    

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Machine Support

• I have MIELE machine - do you provide technical service ?

  The MIELE machines with Nespresso system are serviced directly by service partners of MIELE. The contacts can be found on www.miele.cz.

  If you need to descale your machine, we can offer you the descaling kit on our toll free line 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00 on weekends, on webshop: www.nespresso.com or in Nespresso Boutiques.

   

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• Where can I get the manual for my machine ?

  In case you need the manual for your coffee machine, please contact our toll free line 800 26 33 33, from 06:00 until 22:00, 7 days a week where we will assist you and send you the requested manual by post or by email.

  Or you can use Nespresso Assistance videos on: Machine Assistance

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• Can I put the spare parts into dish washer ?

  We don’t recommend to wash removable parts of your coffee machine in dish washer (it can cause change of colour or damage) except the milk jug which is part of Nespresso Lattissima range machines. This jug and its’ cover is allowed to put into the dish washer and we do recommend to split it to the parts – the jug, its' cover, the milk pipe etc.

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• Can I use commercially available descaling?

  We do not recommend you to use other cleaning or descaling products for your machines as we can not guarantee the reaction with the machine and possible harm to your machine.

  Nespresso descaling kit is designed in a way that it will ensure a quality descaling of your machine and there is no risk of damaging your coffee machine while using it.

  The descaling kit consists of two packs and the price is 240 CZK.

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• How should I clean my machine ?

  We recommend the customers to clean their machine after te last cup of the day by running a little bit of water without the capsule in the machine head.

  For longevity of your machine we also recommend to descale your machine approx. after 600 cups (PIXIE machine up to 1800 cups).

  We can offer you the descaling kit designed not to harm the machine and clean it properly, which can be bought on toll free line 800 26 33 33 from 06:00 until 22:00, 7 days a week or on www.nespresso.com, or visit our Nespresso Boutiques.

  The price of this product is 240 CZK.

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• Can I use compatible capsules ?

  While we cannot comment on competitor products as a matter of policy, allow us to say that the original Nespresso aluminium capsule and the extraction through the Nespresso machine brewing unit assures the subtle interplay of all factors, such as the pressure, water temperature and quantity needed to consistently create the perfect cup every time.

  It is stated in the operation manual coopacked with every Nespresso machine.

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• Assistance video: Le Cube

  Use: https://www.youtube.com/watch?feature=player_embedded&v=bpZRwbmJsok

  Descaling: http://youtu.be/l8mVBO1TEm8  

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• Assistance video: Essenza

  Use: https://www.youtube.com/watch?v=cEQeHCG70Bw&feature=player_embedded

  Descaling: http://youtu.be/YZRFOk4fwfk

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• Assistance video: Lattissima, Lattissima Premium

  Use: http://www.youtube.com/watch?v=8LNWR1oe2Nc&feature=share&list=PLQ2eIUsAVWUwvKh3kBxoG0O8-DOb60o5M&index=12

  Descaling: http://youtu.be/-3_kpO2A514

  Setup of coffee quantity: http://www.youtube.com/watch?v=MM9RogKk0dw&list=PLQ2eIUsAVWUwvKh3kBxoG0O8-DOb60o5M&feature=share&index=10

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• Assistance video: Lattissima +

  Use: http://youtu.be/wR1UmomDVic

  Descaling: http://youtu.be/I_hqLTx8NMo

  Setup of coffee quantity: http://www.youtube.com/watch?v=RvnV9VJ1iUs&list=PLQ2eIUsAVWUwvKh3kBxoG0O8-DOb60o5M&feature=share&index=13

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• Assistance video: Pixie

  Use: http://youtu.be/dp5tETkdBFQ

  Descaling: http://youtu.be/0RCCTmZPANk

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• Assistance video: Maestria

  Use: http://www.youtube.com/watch?v=qn-Jk19KlcU&list=PLQ2eIUsAVWUwvKh3kBxoG0O8-DOb60o5M&feature=share&index=24

  Descaling: http://youtu.be/Ooeh90k86g0

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• Assistance video: CitiZ (Citiz&Milk;)

  Use: : http://www.youtube.com/watch?v=nSyo-zT-mp4&list=PLQ2eIUsAVWUwvKh3kBxoG0O8-DOb60o5M&feature=share&index=3

  Descaling: http://youtu.be/0dSp4uFgRuM

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• Assistance video: U (U&Milk;)

  Use: http://youtu.be/uVwM8obVT-s

  Descaling:  http://youtu.be/Ajqn03kEF6E (for higher series than 13142)

  For lower series it's enough to press all three buttons together only once.

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• My Vertuo Next has an issue not listed here. What should I do?

  Please refer to our complete machine use and troubleshooting information here:

  Machine Assistance | Nespresso CZ

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• My Vertuo Next is not pairing with Bluetooth correctly. What should I do?

  1. Login to your Nespresso.com account, and delete the Vertuo Next from your registered machines.
  2. Factory reset the machine (refer to the machine assistance page for instructions).
  3. Make sure the machine is plugged in and turned on. The machine will power off after 2 minutes of inactivity so make sure the machine stays on.
  4. Go to your phone Bluetooth settings and unpair the machine if present.
  5. Make sure your phone software is up-to-date and your Nespresso App is the most recent version.
  6. Make sure Wi-Fi, Bluetooth, and Location Services are all turned on.
  7. Place your smart device directly on top of the machine with no obstructions.
  8. Launch the Nespresso App, and attempt pairing again.
  9. Remember that the machine needs to be on throughout the pairing process and connecting to Wi-Fi. If it powers off, turn it back on.

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• I tried to pair my Vertuo Next machine and I received the message “Machine unavailable. Detected machine was unable to pair." Is my machine used? What should I do?

  The message you received is due to quality checks during manufacturing. We assure you that your machine is brand new and was not used before you. We ask you to perform a factory reset by following these steps:

  1. Open and close machine head.
  2. Leave the lever in the unlocked position.
  3. Press and release the button to turn the machine ON, and wait for a steady white light.
  4. Quickly press the button 5 times in 3 seconds. The button will blink 5 times orange and then will change to steady white.
  5. Now you can pair the machine again.

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• My Vertuo Next is not staying connected to my Wi-Fi network. What should I do?

  1. Make sure the machine is plugged into a stable power supply and turned on. If it was off, turn on, then close and re-open the Nespresso App.
  2. Make sure the Wi-Fi signal is strong.
  3. Launch the Nespresso App, tap the machine icon, and select the box that says “Connectivity”.
  4. The Nespresso App will search for Wi-Fi networks. If none are detected, select “Refresh” at the bottom of the screen.
  5. If the machine powers off, be sure to turn it back on (it powers off after 2 minutes of inactivity).
  6. If no Wi-Fi networks are located, close the Nespresso App, make sure the machine is on and repeat from step 3 above.
  7. Once your Wi-Fi network is located, select it and enter your password and tap connect.
  8. Once the connection is successful, select OK.
  9. Under Connectivity the machine should say “Connected."

  TIP: For a better connection with a dual band router, use the 2.4 GHz network, commonly identified with a 24G, 2.4 or 24 added to the end of the network name. For example, MyHomeNetwork2.4.

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Accounting

• Can you rewrite my invoice ?

  We cannot add the company details to the issued inovice like VAT number and state registration number. Also rewrite the issued invoices is not possible.

  In case of need, please do not hesitate to contact us on our toll free line 800 26 33 33, from 06:00 until 22:00, 7 days a week.

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Recycling

• Where are the collection points for the capsules ?

  Used Nespresso capsules might be collected in our Nespresso Boutiques:

  • Pařížská 10, Praha 1, Mo-Fri 10:00 – 20:00, weekends and holidays 10:00 – 19:00
  • Centrum Černý Most, Chlumecká 765/6, Praha 9, Mo-Sun  9:00 – 21:00
  • OC Chodov, Roztylská 2321/19, Praha 4, Mo-Sun 9:00 – 21:00
  • Nový Smíchov, Plzeňská 8, Praha 5, Mo-Sun 9:00 – 21:00
  • Metropole Zličín, Řevnická 1, Praha 5, Mo-Sun 9:00 – 21:00 - possible payment only by payment card
  • OC Letňany, Praha 9, Mo-Sun 9:00 – 21:00 - possible payment only by payment card
  • Brno, Náměstí Svobody 13, Mo-Fri 09:00 - 19:00, weekends and holidays 10:00 – 16:00

  Nowadays you can also let to pick-up used coffee capsules by the delivery company DPD (only in recycling bags for this purpose) in the moment of delivery your new order. Capsules will be sent directly to a recycling company, where coffee is used for energy production and aluminum is recycled for further use.

   

  Sending capsules via Z-Box:

  1) In the Zásilkovna mobile app, enter the following eight-digit code: 96456023

  2) The app will generate a nine-digit code, which you write on the bag with used capsules. No label printing is needed.

  3) Take the recycling bag* with capsules marked with the code to the nearest Z-BOX in your area.

   

  *Without the original Nespresso recycling bag, the shipment cannot be accepted.

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• How are Nespresso capsules recycled?

  Nespresso aluminum capsules provide complete protection of the freshness and aroma of our coffees. Aluminum is a material that can be recycled indefinitely without losing any of its properties (approximately one third of the world's aluminum demand is met from recycled sources and 75% of the aluminum produced is still in circulation). The aluminum capsules are separated, the aluminum is separated from the coffee grounds and then each raw material is destined for further processing or use. Recycling breathes new life into both aluminum and coffee grounds.

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• How to arrange pick up of used capsules to recycling?

  During your online order choose the delivery method "DPD Recycling" or to order it by telephone. Prepare filled recycling bag - closed according the instructions specified on it. At the time of the delivery of your order, remove from the outside of the shipment the label with address of recycling company and stick it to the place indicated on the bag. Only in this way labeled bag will be admitted by driver to the transportation to recycling centre.

  Recycling bags can be included for free in each of your order, you have to add it manually or order it  by telephone.

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• Why are the capsules only 80% recycled aluminum and not 100%?

  There are two reasons: (1) for the perfect characteristics of the alloy it is necessary to use a little new aluminum and (2) the membrane is still made of new aluminum. Of course, we will continue to try to increase the percentage of recycled aluminum use.

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• What is the size of a recycling bag

  ..

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• How can I recycle my machine?

  You can bring your old machine to our Nespresso Boutique during opening hours

  MO-FR 07:00-20:00, SA-SU and holidays 08:00-19:00 or your can contact Nespresso on toll free line 800 26 33 33 to arrange the machine pick up for recycling.

  After receiving the machine, we will recycle it ecologically.

  We are also offering a special price for a new machine is case the old one was bought at least 4 year ago. For more information, please contact us on the details above.

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• Is it possible to send you capsules on my own expenses?

  We appreciate your interest, but because of the strict standards for the shipment of used coffee capsules there must be used the recycling bag designated for this purpose which ensures safe transport of used capsules. Exact delivery address to the recycling centre is guaranteed by special label which will be added to your order for this purpose (choose online or by telephone).

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Other

• I would like to work for Nespresso - what should I do ?

  All current working positions in Nespresso are visible on the website www.nestle.czin the section “kariéra” and the link named “pracovní nabídky Nestlé” where you can see our job opportunities. Unfortunately some of them are only in Czech language. In this case you can ask directly HR Nestlé department on: hr@cz.nestle.com .

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