Frequently asked questions

Not at all. When we launched our paper-based capsules, we clearly communicated that they are not more sustainable than aluminum capsules, as both products have a comparable environmental footprint. We have carefully analyzed customer feedback and are now more convinced than ever that aluminum is the best choice for preserving the taste and aroma of Nespresso coffee. This is why we have decided to discontinue the Paper-Based Collection and focus on our aluminum range in the future.

We remain fully committed to our recycling initiatives and are pleased to see that recycling is becoming increasingly easier and more convenient for our consumers across Europe.

At Nespresso, our focus is on providing consumers with coffee of exceptional taste. We introduced the paper-based capsules with the intention of offering an additional choice, without compromising on flavor. However, our experience has reinforced more than ever that aluminum is the best option for optimally protecting the high quality of our freshly roasted coffee all the way to the cup. For this reason, we have decided to discontinue the Paper-Based Collection and focus our efforts on our aluminum range going forward.

Please use the link and type in the email address you registered with, confirm the reCaptcha ("I am not a robot") and click "Next".   

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, please contact our customer service. 

Please also check your spam filter, if you have not received an email from us. 

You can track the shipment status of your return shipment using the shipment number that you received with the posting receipt. Please keep the proof of posting for at least 6 months.

The refund of a received return will be made within 14 days in the same way as the incoming payment. 

If you have been waiting for your refund for more than 14 days, please send us a photo of the posting receipt of your return via email.  Alternatively, you can send us the photo via our Live Chat.

Please  contact the Nespresso Customer Service Center on freephone 0800 18 18 444 or send us an email via or contact form. Our Coffee Specialists will gladly send you a copy of the invoice by mail.

You can adjust the newsletter options at any time in your customer account.

There is also a link to unsubscribe at the end of our newsletters.

Please note that after deactivating the newsletter, you will also not receive any updates on your Nespresso & You status via email.

We have deposited a PDF document for you HERE. In this you can see various flashing patterns of the Vertuo Next and corresponding suggested solutions.

If the suggestions listed there do not work, please contact our technical customer service on the toll-free number 0800 18 18 444 (available daily from 7 a.m. to 10 p.m.).

- Log in to your account on first www.nespresso.com/de/en
- Now click on the "My Account".
- You will see the link to "My Order".
- Select your current order and see the details of your order.

If you have further questions please contact the Nespresso Customer Service Center on 0800 18 18 444 (toll free) or send us your request via our contact form.

We are sorry that your machine is no longer working as usual. First aid you can find HERE. The online troubleshooting offers you a step-by-step guide. 

Should you need any further assistance, please contact our technical service on the toll-free number 0800/18 18 444.  

Nespresso customer service is available Monday to Friday from 08:00 to 20:00 and Saturday from 09:00 to 18:00 on the toll-free number 0800 18 18 444.

We also offer you the possibility to contact us via live chat.

You can find our contact recommendations for your request here. 

Our offers are always linked to a customer account. Please match the customer number from your offer with the one in your online account. In case you receive information by mail, a person from your household might be addressed.

Please log in with addressed customer account and put the required number of capsules in the shopping cart. You can check your purchase by clicking the "Add to cart" button. Your gift is now in your updated shopping cart as an additional item.

Please contact our customer service on the toll-free number 0800 18 18 444 or via our live chat, if several accounts are to be merged.

We offer you several ways to purchase our products:

Online

You can order around the clock via our website and our free app.

By phone

We will be happy to take your order in a personal conversation on our toll-free number 0800 18 18 444.

(Monday - Friday: 8:00 - 20:00 | Saturday: 9:00 - 18:00 | Sunday and public holidays: Closed)

On site

We look forward to treating you to your favorite coffee in our Nespresso boutiques.

At selected retail partners, you have the opportunity to conveniently purchase your favorite capsules at a Nespresso N-Point.

You can find a list of locations here.

Our tip: Order your coffee online and use our Boutique Pick-up service.

For your orders of capsules and accessories in usual quantities we bill the following delivery charges:

If you participate in our loyalty programm Nespresso & You following shipping fee applies:

*applies to all capsules from the Nespresso range (Vertuo, Original incl. the Paper Based Collection).
For further information please check our Terms and Conditions.

The minimum order quantity is 50 capsules.

You can mix the different varieties (Paper-Based, Vertuo and Original), e.g. three sleeves of Vertuo capsules, one sleeve of Original capsules and one bag of Paper-Based.

You can then always increase your order by 10 capsules.

It is possible that the selected product is a limited edition. Please understand that these are only available in limited quantities.

If you are interested in a product from our permanent range that is currently out of stock, you can set a reminder using the 'Activate reminder' function and by entering your e-mail address.

As soon as this item is back in stock, you will receive a notification.

No, Nespresso Germany does not offer international deliveries. We recommend you to contact your local Nespresso market for a registration and further help: https://www.nespresso.com/mosaic/de/en/country

Yes, to order in our online store or via the Nespresso app, you must have a customer account.

Please click HERE to register now.

The following payment methods are available for your online order:

PayPal

You are welcome to complete your order using the online payment service PayPal. Please select the payment method at check-out and follow the instructions from PayPal. Subsequent payment with PayPal (e.g. sending money to friends) is not possible.

Credit card

We accept all major credit cards such as Master Card, Visa and American Express. Please note that you may be forwarded to your bank to authenticate the order.

Invoice

From your second order onwards, you have the option of ordering on account.

Direct debit

You have the option of having your orders conveniently collected by direct debit. If you wish to set up the SEPA direct debit procedure, please send the following form to dekontakt@nespresso.com.

Instant bank transfer (Sofortüberweisung)

The payment method Sofortüberweisung is available via the provider Klarna. Please follow the provider's instructions in the checkout.

Google Pay & Apple Pay

You can also pay for your order using Google Pay and Apple Pay services. Please follow the instructions in the checkout.

It is possible that not all payment methods are always available at the time of your purchase.

If your preferred payment method is not available, we are sorry. In this case, please select another option or try again later.

Basically you still have access to the product stored for your next order. However, it is possible that a variety deposited for you is currently not in stock.

Please understand, that we can only send you products that are currently in stock. If your desired product is currently out of stock, we will be happy to send you an alternative.

Please contact our customer service by phone 0800 18 18 444 or LiveChat for this purpose.

Please also note that redemption is only possible via the Nespresso homepage. Redemption via the Nespresso App is not possible.

Orders which have been placed on working days before 3 p.m. will be shipped the same day. They will arrive within two working days.

If your order has not been delivered within this period, please contact Nespresso Germany on the toll-free number 0800 18 18 444.

Please also note the information on our homepage whether there is currently a general delay in delivery. This can happen, if we receive more orders than usual.

No, a cancellation is not possible after the order has been completed.

You are welcome to stop the delivery with the respective shipping company or use the return option. You can find our returns portal here.

Please contact Payback directly.

As soon as you have completed your order online, a change is not possible. Your order will be proceeded directly. Of course, we can check your order anyhow. Just call Nespresso at 0800 18 18 444 (toll free) or use the Live Chat.

Yes, just insert your personal PostNumber in address line 1 and the Packstation in address line 2. Please note that you cannot use a Packstation as an invoice address.

Please ensure that DHL is selected as the delivery service. Delivery with Hermes to a Packstation is not possible.

We are sorry that your package arrived damaged. Of course we will help you as quickly as possible.

Please contact Nespresso Customer Service at 0800 18 18 444 toll-free or via our Live Chat.

You can track the status of your returned goods using the tracking number that you received with the postal receipt. Please keep the proof of delivery for at least 6 months.

The refund of a received return will be made within 14 days after arrival in the same way as the incoming payment. 

If you have been waiting for your refund for more than 14 days, please send us a photo of the postal receipt of your return via email.  Alternatively, you can send us the photo via our Live Chat.

- Log in to your account on first www.nespresso.com/de/en
- Now click on "My Account".
- You will see the link to "My Order".
- Select your current order and see the details of that order.

If you have further questions please contact the Nespresso Customer Service Center on 0800 18 18 444 (toll free) or send us your request via our contact form.

You have the possibility to track the progress of your order online.

Therefore log in at www.nespresso.com/de/en and click on the buttons "Welcome" and "My order". You will find the option "Track my order" below the shipping information. 

If you cannot track the status of the shipment or need more detailed information, please contact Nespresso on 0800 18 18 444 (toll free) or use our Live Chat. A coffee specialist will assist you and will send a replacement if necessary.

Please also note our current information in the shopping cart. If there is a delay in delivery, a corresponding note is displayed there.

If you want to return one or more items, please use our returns portal

To the returns portal

Did you know? You can either print the label yourself or generate a QR code (DHL only) that you can use to have the label printed at a packing station or postal drop-off point. Your DHL driver can also generate the label for your return and take the package right away. 

You can find your nearest drop-off location or post office under the following link: 

To the DHL page 

To the Hermes page

IMPORTANT: Please keep the receipt with the shipment number for at least six months.

Do you want to make the delivery of your Nespresso capsules flexible, active and convenient?

Our shipping partners DHL and Hermes offer different services for flexible delivery.

For example, you will always receive a notification about the package delivery or you can change the delivery day if you won't be home on the expected day of delivery.

You can find all the service offers for package delivery at the following links:

More about DHL
More about Hermes

To pick up your parcel at a parcel store or post office branch, you only need an officially valid ID-Card.

To pick up your parcel at a DHL packing station you need your pick-up code. You can find the pick-up code either in your DHL app or on your notification card.

If you do not have the notification card yet, you will receive it by post in the next few days.

Nespresso customer service is available Monday to Friday from 08:00 to 20:00 and Saturday from 09:00 to 18:00 on the toll-free number 0800 18 18 444.

We also offer you the option of contacting us via live chat during this time.

To obtain a Member Card, please ask our Coffee Specialists in one of our Nespresso Boutiques or just contact our customer service on the toll-free number 0800 18 18 444 (Mo-Fr: 08:00am - 20:00pm | Sa: 09:00am - 18:00pm | Sun- & Holiday: closed) or via our live chat. Please click on this link to find out the nearest Boutique for you!

We will be very sorry if you decide to leave us. Do you have problems with your machine or can we help you with another matter? Just contact our customer service on the toll-free number 0800 18 18 444 (Mo-Fr: 08:00am - 20:00pm | Sa: 09:00am - 18:00pm | Sun- & Holiday: closed) or via our live chat.

For account deletion, please use our delete function on our website by using the following LINK or simply send us an e-mail to dekontakt@nespresso.com with the following details:

- First and Last Name
- physical address
- Customer Number (if available)

If you would like to manage the customer account in the sense of an inheritance, we ask you to send us a death certificate.

Nespresso promises incomparable and consistent quality at all times. This influences the price of the green coffee to ensure that the coffee farmers produce a premium quality product while guaranteeing constant availability.

In order to promote sustainable quality and environmentally friendly cultivation methods, coffee farmers are paid a price that is 30 to 40% above the average market price.

You can find our entire coffee range in our online shop (Original | Vertuo). The indicated price always includes the VAT for food.

We have made name changes to coffees in the Ispirazione Italiana and World Explorations series. The changes are as follows:

Ispirazione Italiana Series

• Ispirazione Ristretto Italiano changes to Ristretto
• Ispirazione Ristretto Italiano Decaffeinato changes to Ristretto Decaffeinato
• Ispirazione Italiana Palermo Kazaar changes to Kazaar
• Ispirazione Firenze Arpeggio changes to Arpeggio
• Ispirazione Firenze Arpeggio Decaffeinato changes to Arpeggio Decaffeinato
• Ispirazione Genova Livanto changes to Livanto

World Explorations Series

• World Explorations Stockholm Fortissio Lungo changes to World Explorations Stockholm Lungo
• World Explorations Cape Town Envivo Lungo changes to World Explorations Cape Town Lungo
• World Explorations Tokyo Vivalto Lungo changes to World Explorations Tokyo Lungo
• World Explorations Vienna Linizio Lungo changes to World Explorations Vienna Lungo

Barista Creations Series

• Barista Creations Vanilla Eclair changes to Barista Creations Vaniglia
• Barista Creations Caramel Crème Brûlée changes to Barista Creations Caramello
• Barista Creations Cocoa Truffle changes to Barista Creations Cioccolato
• Barista Creations Caramel Cookie changes to Barista Creations Golden Caramel
• Barista Creations Vanilla Custard Pie changes to Barista Creations Sweet Vanilla
• Barista Creations Hazelino Muffin changes to Barista Creations Roasted Hazelnut
• Barista Creations Chocolate Fudge changes to Barista Creations Rich Chocolate

The calorie content of a brewed espresso is negligible. There are 1260 Kj (300 Kcal) in 100 grams of roasted and ground coffee. Nespresso espresso capsules contain 5.5 grams of coffee on average, whereas the lungos contain approximately 7 grams of coffee per capsule.

Taking note of the fact that the coffee grounds are not consumed whole but rather their contents are dissolved in water, the calorie count is even less. A 1.35 oz cup of espresso contains approximately 0.6 calories while a 3.75 oz lungo contains approximately 1.0 calorie.

Nespresso stands for innovation and a wide coffee range. To satisfy our customers' coffee wishes, our coffee experts regularly develop new varieties and set new trends.

In order to complement our coffee range, it can be necessary for us to discontinue a coffee or rearrange its position in our growing coffee range.

Unfortunately, we need to discontinue the Vivalto Lungo Decaffeinato in August 2021. 

For the caffeine-free lungo taste, we recommend Vienna Lungo Decaffeinato. 

Decaffeination is an additional step before roasting and grinding. In general there are several different processes of decaffeination. Some of them use chemical solvents and others use natural ingredients: water or carbon dioxide, a natural constituent of air. We at Nespresso use only those with natural ingredients:
 
- In the water decaffeination process, the raw coffee beans are soaked in water or they are gently steamed to make the bean texture porous. After that by circulating the water or steam through the porous beans, the water removes the caffeine and some other water-soluble solids. The water is then removed from the beans and filtered via active carbon where caffeine is separated from the other valuable coffee solids, which are then returned to the beans. The coffee is then dried after which the decaffeinated beans are ready for roasting.
 
- In the carbon dioxide method, the raw coffee beans are moistened with water or steam and put into a vessel where it is pressurized with liquid carbon dioxide. Circulating through the coffee, the carbon dioxide draws the caffeine and some other water-soluble solids out of the bean. The caffeine is then removed from the beans and filtered via active carbon where caffeine is separated from the other valuable coffee solids which are then returned to the beans. The coffee is then dried after which the decaffeinated coffee is ready for roasting.
 
Both decaffeination methods used by Nespresso are completely safe for coffee drinkers. The processes respect the environment and the coffee bean’s true nature, allowing us to maintain the strength, variety and richness of its aromas. 

We have designed the Nespresso capsules according to an exclusive method to guarantee our customers the whole exquisiteness and superior quality of our varieties, Nespresso decided to provide for the delivery to ensure that our customers receive the capsules in a fresh flawless condition. Therefore you may not purchase the capsules in retail trade, but only at Nespresso.

You may place your order daily via internet on www.nespresso.com, or via or toll-free number 0800 18 18 444.

Alternatively we recommend you to visit our boutiques:
https://www.nespresso.com/de/en/storeLocator

Not necessarily. The intensity of a coffee does not refer to the amount of caffeine it contains. A coffee’s intensity, as defined by Nespresso, is based on coffee's degree of roasting, its body and its bitterness. In some cases, this is achieved by adding Robusta to the blend which would also increase caffeine content. It can however also be achieved by a darker roast degree. 

Please click HERE to discover great ways to make a variety of delicious drinks. 

Yes. Nespresso coffees are compliant with the Muslim and Jewish religious requirements, and are thus Halal and Kosher certified, respectively.
In keeping with Kosher certification, the coffees without flavors are “Passover” certified coffees with flavors are ”Parve” certified.

With the help of our intensity scale, consumers can compare our coffees and categorize them accordingly. Each new coffee receives an intensity value from our coffee experts. In this process, bitterness, body, and roast perception are compared with other varieties.

The date of expiry indicated on the packaging describes the freshness of the coffee.

If this date has been expired after 12 to 15 months, the loss of aroma begins very slowly through the vacuum-sealed packaging. This does not mean the perishableness of the product.

As long as the coffee grounds do not have contact with air or water, it is non-perishable indefinitely. Therefore there is no health risk if the coffee is being drunk after expiration of the best-before date.

The Nespresso coffees (Original and Vertuo), as well as the Limited Editions and the Holiday Variations, do not contain any allergens, including but not limited to gluten, lactose or nuts.

References to "malt", "milk", or "cocoa" notes are components of the aromatic profile and do not suggest their presence in the coffee. The flavored varieties also contain additional natural flavors.

Our coffee is certified food allergens-free as well as GMO-free. They contain no edible products of animal origin, dairy produce, birds' eggs or natural honey, which make them suitable for Vegetarian and Vegan diets.

Coffee naturally contains a certain amount of copper. In Nespresso coffee, this amount is specified to be below 20mg/kg.

Our coffees are not roasted in copper containers.

The QR code is located on the banderole of the capsule set that came with your machine. Please check the machine box to see whether the banderole has come loose and is still in the box.

If your capsule set does not contain a banderole, you can request a replacement code via our form.

Simply go to 'Wo finde ich den Code?' and follow the instructions under 'Weiter ohne Code.'

When is the offer valid?

- The promotion period varies every time, it is indicated on the voucher.
- For private customers living in Germany

How you take part:

- The closing date has to be considered
- Scan the QR code or enter the code on the action page
- In case of returning the machine, the credit lapses

Further conditions:

- Even if the voucher is refused, the order will be shipped, payment on account
- The credit may not be refunded directly
- One voucher may be redeemed for one machine
- You will find the limitation of vouchers per household on the voucher
- The promotion may not be combined with other campaigns

If you have purchased your machine in a corresponding promotion period in retail, you will receive your gift by scanning the QR code that is located on the band of the capsule set in the machine carton. Alternatively, you can enter the code on the promotion page.

If your capsule set does not contain a QR code you can request a replacement code via our form.

The credit request will be refused if:

- the machine has not been purchased during the promotion period
- you are working for Nestlé or a related company
- the amount of vouchers per household has been exceeded
- you are not able to indicate a residence in Germany
- the machine comes from a private sale
- the machine has been won as a price
- the QR code has already been used

After entering your code via our promotion page www.nespresso.com/willkommen we will check your welcome gift order as soon as possible.

The processing of your welcome gift usually takes no longer than 3-4 business days. Please note that weekends and holidays may extend the processing time.

After review by our staff, you will receive a shipping confirmation.

The voucher can be redeemed without time limit via our promotion page www.nespresso.com/willkommen.

However, depending on the promotion period, the welcome gift may vary. 

The serial number has 19 digits and starts with 21..., 22... or 23... depending on the year of production.

You will find the serial number (according to the machine model) on the drip tray, underneath the machine beneath the barcode and/or on the machine's reverse side on a silver sticker. Mostly there is an additional sticker on the packaging.

If you have received a voucher code by e-mail, please enter it in the first step in the shopping cart in the field "Please enter promotion code here". To activate, please confirm the code using the "OK"- button. Please note that our campaign vouchers usually have a validity date. If you get an error code, first check whether your code is still valid.

Please log in to change the payment method for your machine subscription. Under "Machine Subscription", you can enter your new credit card details or your PayPal information for future installments.

The subscription can be completed via our website using a credit card or PayPal. In our boutiques, the subscription can be completed using a credit card. The monthly fixed amount can be paid by credit card or PayPal.

Yes, our popular "Join&Care" is now called "Machine Subscription."

With the Nespresso machine subscription, you will continue to receive a Nespresso coffee machine of your choice for just €1 and pay a monthly amount for 12 months, which will be credited to your customer account.

Please log into your customer account first. You can access the menu selection by clicking on your name at the top of the page. In the 'Machine Subscription' section under 'Duration Details', you can stop the automatic renewal of your subscription. The machine subscription will then automatically end once the minimum duration of twelve months has been fulfilled.

The Nespresso machine subscription has an initial minimum duration of 12 months. After the expiration of the minimum duration, the Nespresso machine subscription will be renewed, but may be terminated at any time by both Nespresso and the customer.

For more information regarding the machine subscription, please click here.

A cancellation form is also available here.

With our machine subscription, you get a Nespresso coffee machine of your choice for only €1 and pay a monthly fee for 12 months, which is credited to your membership account. You can use this credit at any time for coffee, machines, accessories, etc. 

All information about our machine subscription can be found here. 

Please log in.

If you registered through our website, click on the text "Welcome Name Surname" that appears at the top center. Select "Coffee Subscription" from the menu.

At the top of the following page, select "Create New." We will guide you step by step through the creation of your coffee subscription.

In the app, you will find the "Subscription" option at the bottom of the menu bar. Open this and then select "Create New" at the top right. We will guide you step by step through the creation of your coffee subscription.

Please contact us if you need help with your subscription. You can find our live chat at the bottom right corner of this page.

Yes, whether for your home, your weekend house or your office. You can create multiple subscriptions and have them delivered automatically to different addresses, for example.

Please contact us if you need help with your subscription.

You can pay by invoice, direct debit, credit card, paypal and with your credit.
If you would like to set up SEPA direct debit, please send the following form to dekontakt@nespresso.com.
Please contact us to create your desired subscription, or to change the payment for your subscription.

The minimum order quantity is 5 sleeves of coffee, delivered every 3 months. You can enjoy a price advantage of 10% discount from 10 sleeves (100 capsules) up to a maximum of 50 sleeves (500 capsules) of coffee."

Please log in to your account on the website or in the app. In your customer account under "Coffee Subscription" (website) or "Subscription" (app), you will find the next delivery date.

You will also receive a reminder three days before shipping.

All Nespresso customers can participate in our promotions. However, your coffee subscription rebate cannot be combined with other promotions and offers. Thus, other actions will not be automatically added to your order.

To participate in promotions or offers, you must place a separate standard order. If needed, you can pause your coffee subscription anytime or change the next delivery date.

We will inform you immediately that a product from your upcoming order is not available. In most cases, a subsequent delivery is imminent, so we will ship as soon as the product is available again.

The coffee subscription gives you a permanent 10% discount on your favorite coffees and keeps you stocked automatically at your chosen delivery interval.

You’ll save time by avoiding repeated orders. Of course, every delivery is free of shipping costs. There are no commitments - your coffee subscription is fully flexible and can be paused, rescheduled, or canceled at any time.

For more information click HERE.

Please note that all information is available online at any time under "Coffee Subscription" or in the Nespresso app, where it can be viewed and edited.

In your account under "Coffee Subscription" (website) or "Subscription" (app), you can see an overview of your order and make edits.

Select "Edit Next Order" if you have a change request for the next delivery. With "Edit All Orders," you can adjust your coffee subscription.

You can flexibly change the shipping date, delivery frequency, or the composition of your favorite coffees up to 48 hours before shipping.

You can also cancel your subscription at any time here.

Do you have any questions about our Boutique opening times, the availability of goods or picking up your pre-order?

The Nespresso boutiques cannot be reached by phone, but our customer service is available on 0800 18 18 444 (toll free) or via live chat.

Yes, if you order online or via app, select the service "Boutique Pick-Up" in the step "Delivery Method" and specify the boutique near you.
(Of course you can also order by phone and specify your desired boutique).

Already one hour after receipt of your order you can pick up your order comfortably and without waiting time at the Pick Up counter of your boutique.

This service is available from Monday to Saturday from 9 a.m. to 6 p.m. (except on public holidays).

Please note that the pick up must be made on the day of the order.

We expand our Boutique network ongoing. Please find all locations and the opening hours of our boutiques at https://www.nespresso.com/de/en/storeLocator

If you want an information regarding special opening times, please contact the Nespresso Customer Service Center on 0800 18 18 444 (toll free).

You can only purchase Nespresso capsules in a Nespresso Pop-Up Boutique. You cannot purchase machines or Accessoires.

You can only pay by card (credit card or debit card).

The N-Point allows you to order the Nespresso capsules from a trading partner and pick them up directly. Nespresso Accessories are not offered at our N-Points.

Please note: Only card payment is possible at the N-Points.

Find all N-Points HERE.

Compliance with human rights and respectful treatment of nature are top priorities for Nestlé. In this context, we fully support the Supply Chain Due Diligence Act (LkSG), which also applies to Nestlé Germany.

The Nestlé corporate principles apply to our own business area and are part of our commitment to ourselves. The Nestlé Responsible Sourcing Standard provides binding guidelines for our direct and indirect suppliers.

Nestlé already published a Human Rights Framework and roadmap at the end of 2021. Based on a risk analysis, our parent company has identified the 10 most significant human rights challenges (known as salient issues) and is currently defining the corresponding action plans. Nestlé Germany will closely align with the prevention and remediation measures described in these action plans, especially for globally sourced raw materials.

The outlines of its global human rights strategy have recently been documented in the Nestlé Human Rights Policy by our Swiss parent company.

Nestlé has rolled out the SpeakUp complaint management system throughout the organization worldwide. It provides access for employees, suppliers, as well as other interested parties and rights holders.

Furthermore, as Nestlé Germany, we are implementing the requirements of the LkSG, which we have been subject to since January 1, 2023. You can find the requested financial key figures HERE. In this context, we have also published a statement of principles regarding our human rights strategy.

Thus, we complement the global measures of the Human Rights Framework with measures specifically related to the supply chains of Nestlé Germany. We continuously review and optimize these measures as part of a learning system.

Feel free to send further inquiries regarding the LkSG directly to the relevant department at human.rights@de.nestle.com.

No. You need an ORIGINAL or VERTUO capsule machine. Depending on the system, suitable coffee capsules are required, which are available in many different varieties and – for VERTUO – sizes in our online shop or a Nespresso boutique in your area. 

Whether VERTUO or ORIGINAL capsules, you will always get the highest Nespresso quality.

Discover more

A selection of questions and answers about the Nespresso Gift Card can be found HERE.

Of course! You can find our gift cards on our website.

You can redeem the gift card in our boutiques and when ordering by phone.

Please note that these gift cards are activated only after about 24 hours. If you are still unable to redeem your gift card after 24 hours, please email us your proof of purchase and card serial number. We will check your card as soon as possible.

You can check the balance here. To do this, enter your gift card number and the scratch code. You can find both on the back of your gift card.

Yes, to purchase the gift card online, a customer account must be created. If needed, this account can be deleted after you have completed your purchase.

In our boutiques, it is also possible to make purchases without a customer account. You can find an overview of our boutique locations here.

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

On our website you have the possibility to buy gift cards with a value of 10 €, 20 €, 30 €, 40 € and 50 €.

If you would like an individual value, our coffee specialists can create gift cards for you with amounts between €10 and €300. Please call us free of charge on 0800 18 18 444.

You can also purchase gift cards with individual values in our boutiques.  Here you can find an overview of our boutique loacations.

Gift cards from the store:

You can purchase the gift cards from retailers with an individual amount between €15 and €150. Please note that the gift cards are activated only about 24 hours after purchase. The card is valid for 36 months.

Gift cards from Nespresso:

You have the possibility to purchase gift cards with a value of 10 €, 20 €, 30 €, 40 € and 50 € on our website.

If you would like a customized the value, our coffee specialists can create gift cards with amounts between €10 and €300. Please call us on 0800 18 18 444 to contact us.

You can also purchase gift cards with individual values in our boutiques. You can find an overview of our boutique locations here.

All Nespresso gift cards are immediately active and valid for 36 months.

It is a new technology, an innovation that reflects the result of 10 years of research and development by Nespresso coffee experts who wanted to imitate the quality of an espresso in a large cup.

This unique aroma extraction process combines the prolonged infusion time of the grinder with centrifugal force, allowing you to produce a high-quality coffee at home on a grand scale.

The Nespresso Vertuo and Nespresso Original machines use different technologies.

The Original series is designed for espresso lovers who are looking for an authentic taste experience, while the Vertuo series is for those who love high quality coffee in a large cup or mug and want to complement their experience with other coffee sizes such as Gran Lungo or Double Espresso.

What they have in common is the desire to rediscover the high quality level of Nespresso in a cup.

No, the machine is homologated, designed and approved for home use. It is not approved for use on boats or in motor homes.

No, it is not possible to use Nespresso Original capsules in a Nespresso Vertuo machine. This only works with Nespresso Vertuo capsules.

Nespresso Vertuo technology requires a 5-phase extraction process to obtain a perfect result in the cup. The warm-up time is less than one minute, making the total preparation time faster than average standards.

Especially the infusion requires additional time to dissolve coffee compounds for optimal extraction.

Every delicacy needs time!

Nespresso has long been known for its portioned coffee machines that produce exceptional coffee at the touch of a button. With Carafe Pour-Over Style, you can make a whole pot of 535ml of high-quality coffee with just one capsule.

The wholesome roasting mixture 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.

When combined with the VERTUO Carafe accessory set, you will experience smoky roasted notes hidden under the subtle crown of this coffee's crema.

The Carafe Pour-Over Style capsule is only suitable for use in a Vertuo NEXT coffee machine and does not fit in any other VERTUO machines.

Vertuo NEXT is equipped with the latest extraction chamber which allows the use of larger capsules. This new capsule size contains more coffee, allowing a round taste in the 535 ml large format.

It is the combination of larger capsules and the technology of the Vertuo NEXT machine that allows us to create new and innovative coffee styles.

Please use the spoon belonging to the carafe to stir the coffee again. Stirring ensures that the heart of the coffee opens and you get a mild, roasted, filter-like taste experience.

Nespresso stands for innovation and a wide coffee range. To satisfy our customers' coffee wishes, our coffee experts regularly develop new varieties and set new trends.

In order to complement our coffee range, it can be necessary for us to discontinue a coffee or rearrange its position in our growing coffee range.

Do you need assistance with your choice? No problem, our coffee specialists are happy to help.

Disconnect the machine from the power and then open the machine using the lever:

Carefully feel the rotor above the capsule shell and test whether it can turn freely. Carefully turn the rotor back and forth with your finger.

If the rotor is free, close the machine again, lock it with the lever and reconnect the machine to the power.

Switch on the machine and wait until it is ready for use (cup button lights up green continuously). Fill the water tank to ¾ with water and position a receptacle with a capacity of at least 0.5L under the coffee spout.

Rinse the machine once. To do this, quickly press the cup dispensing button 3 times in a row. The machine then starts automatically with the rinsing process. As soon as this is finished, the machine automatically switches back to coffee dispensing mode.

Perform this rinsing process 2 to 3 times a week so that no coffee residues remain in the machine.

If the rotor does not turn freely or if the above steps do not help, please contact our technical customer service on 0800 18 18 444 (reachable daily from 7 a.m. to 10 p.m.).

The Carafe accessory set has been specially designed for this coffee and fits right under the VERTUO NEXT machine.

Not only does the Carafe hold the entire quantity of coffee, but it was also designed to guarantee the best drinking experience. The double-walled glass keeps the heat, the drip-free spout and the silicone handle make serving easier, and the stirrer allows gentle stirring before enjoying the coffee.

When you connect your Vertuo Next machine to the Nespresso app, your machine is always up to date.

We have deposited a PDF document for you HERE. In this you can see various flashing patterns of the Vertuo Next and corresponding suggested solutions.

If the suggestions listed there do not work, please contact our technical customer service on the toll-free number 0800 18 18 444 (available daily from 7 a.m. to 10 p.m.).

The turquoise blinking indicates the preparation of a coffee using the Coffee Creations mode. You activated this function by pressing the coffee button twice within 1 second.
Nespresso has developed a special function for preparing coffee recipes to optimize the enjoyment of your favorite coffees with milk (or even ice). To ensure this, the coffee is extracted more concentrated after a double click on the coffee button. The amount of coffee changes for the respective capsules as follows:

Espresso capsules: 40ml becomes 25ml
Double Espresso capsules: 80ml becomes 40ml
Gran Lungo capsules: 150ml becomes 40ml
Mug capsules: 230ml becomes 80ml

For the Barista Creations coffee varieties Bianco Piccolo and Bianco Doppio, the extraction parameters are already pre-programmed for the combination with milk. You can find the recipe recommendations on the coffee sleeves.

The Carafe Pour-Over Style capsules cannot be prepared using the Coffee Creations mode and are extracted regularly.

In general, all cups up to a maximum height of 12cm are compatible with the Vertuo Pop.

Here you can find a Step-by-Step video. 

If you normally receive your invoices from us by e-mail, we will make them available to you online after logging in under "My orders".

If you still receive your invoices by mail, you can give your consent for PDF invoice sending after logging in under "Settings for my membership".

Please note that the functions are only available in the desktop version and not in the Nespresso app. In addition, we can only consider orders from 24/08/2022 onwards on the system side.

If you would like the invoice copy of an older order, please use our form to initiate the shipment. The average processing time of your email is 7 days.

Since January 1, 2021, the EU Payment Services Directive PSD2 has required strong authentication for online card payments, which must meet two of three security factors: knowledge (e.g. password, PIN), possession (e.g. mobile phone) and Inherence (e.g. fingerprint, Face ID).

Which two of the three security factors are queried depends on your bank.

On www.nespresso.com/de/en you can place an order of capsules, accessories and machinery and equipment quicy and easy.

If you are not a member of Nespresso yet:

First go to www.nespresso.com/de/en

Please note that you have to select the proper country. The associated button (country flag) is located in the upper right corner.

Second click on register and follow the registration steps

Personal Information
- Please enter a valid E-Mail address which you want to use for your registration confirmation and for your online orders in the future.
- Then assign a password consisting of at least 6 characters.

Do you have a Nespresso membership number already?
- Select "No, I do not have any Nespresso membership number."
PLEASE NOTE: For security reasons, the first order have to be placed by credit card only. If you wish a different payment method, please contact the Nespresso Customer Service Center on 0800 18 18 444 (toll free).

My addresses
- Please enter your delivery and (if different) your billing address in the appropriate fields and confirm your information.
- In order to stay up to date, use our free E-Mail service. So you are always informed about our latest news. Of course, you can unsubscribe at any time.

Machine details
- We would be happy if you answer some questions related to your Nespresso machine. This will help us to advice you in any machine related questions.

CONFIRMATION
- Once you have completed your information, you will receive a confirmation email.
- Please confirm the registration link within 48 hours, after this registration link expires and you would need to enter your data again.

LOG IN
- By clicking on the registration link to the E-Mail you will automatically be directed to a new browser window.
- Please use the Log In button (top of the site) and enter your email address and the corresponding password, then you can place your order.

If you have never ordered online at Nespresso, but you have already a membership number:

First go to www.nespresso.com/de/en

Please note that you have to select the proper country. The associated button (country flag) is located in the upper right corner.

Second click on register and follow the registration steps

Personal Information
- Please enter a valid E-Mail address which you want to use for your registration confirmation and for your online orders in the future.
- Then assign a password consisting of at least 6 characters.

Do you already have a Nespresso membership number?

Please enter your membership number and zip code into the appropriate fields and confirm your details at the end of the page.

Confirm the information and follow the registration steps.

CONFIRMATION
- Once you have completed your information, you will receive a confirmation email.
- Please confirm the registration link within 48 hours, after this registration link expires and you would need to enter your data again.

LOG IN
- By clicking on the registration link to the E-Mail you will automatically be directed to a new browser window.
- Please use the Log In button (top of the site) and enter your email address and the corresponding password, then you can place your order.

Please check the serial number. It should have 19 digits and start with  20..., 21..., 22... or 23... depending on the year of production.

You will find the serial number (according to the machine model) on the drip tray, underneath the machine, beneath the barcode and/or on the machine's reverse side on a silver sticker. Mostly there is an additional sticker on the packaging.

If you wish you can tell us the serial number afterwards. Just use our live chat or call us at 0800 18 18 444 (toll free).

The serial number is important to identify your machine and to reduce efforts in case of repair.

For security reasons you will be asked for a credit card or PayPal login data at the end of your first order.

Of course you have the possibility to select different payment modes which have to be activated.

Please contact the Nespresso Customer Service Center under 0800 - 18 18 444 to arrange it individually.

The error code 705 indicates that the number of ordered capsules is higher than the maximum amount. The maximum amount is 1500 capsules per month.

Please check your shopping basket and edit your order. If the problem continues, please contact Nespresso at 0800 18 18 444 (toll free) or use the Live Chat.

The Error Code 766 indicates that there is a problem with the inserted credit card data. Please check the data once more or try a different card. If the problem persists contact us by phone at 0800 18 18 444 (toll free) or use our contact form. Thank you

To change your data, please log in to our homepage using your email address and password.

In the logged-in area, navigate to "Welcome Name Surname" using the drop-down menu located under the center button.

Click on "My Personal Information" to change your name, email address and password.

Under "My Addresses" you can view and change the shipping and billing addresses on file. 

If you need any assistance, please feel free to contact us at the toll-free number 0800/18 18 444.

Your password must meet the following criteria:

- The password must consist of at least 8 characters
- Contain at least one number
- Contain at least one capital letter

As a result of a system upgrade, you may not see your Nespresso Machine on your online account.  We can assure you, however, these machines are visible in our system and we can offer appropriate assistance at any time.

Your password must meet the following criteria:

- The password must consist of at least 8 characters
- Contain at least one number
- Contain at least one capital letter

Please log in to our homepage using your email address and password.

In the logged-in area, navigate to "My Account" using the drop-down menu located under the center button.

Under "My Addresses" you can view and change the shipping and billing addresses on file. In the lower area you can add more addresses. 

If you need any assistance, please feel free to contact us at the toll-free number 0800/18 18 444.

Please first check that your email address and the password you have entered are correct.

If you have forgotten your password, use the link below and type in the e-mail address with which you registered at www.nespresso.de, confirm the reCaptcha ("I am not a robot") and then click on " Further".

Within a few minutes you will receive an email with a link to assign a password, 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 e-mail and password, but challenges continue, we ask you to check the following points:

- Use a different browser to log in or update the browser you are using

- Check whether the ReCaptcha has been filled out correctly

- Can't see the ReCaptcha? -> Close the Nespreso site and open the site again

If your machine is outside the two-year warranty, Nespresso offers you the possibility to have your machine repaired by a licensed service center of the respective machine partner at a flat rate.

The offer includes the collection and return of your machine to an address of your choice (only within Germany) and its technical repair.

In addition, you will receive a free rental machine (model Pixe without milk solution) on request, so that you do not have to do without your favourite coffee even during the repair period.

The fixed rate for the repair is 89€(machine without a milk function) or 170€(machine wit a milk function). Please contact Nespresso Technical Service on 0800 18 18 444 for more information.

Machines from a manufacturer not located in Germany (e.g. Turmix and Magimix) can only be repaired after consultation with the technical support department within the flat rate repair service. 

Do you own a Nespresso machine from Siemens or Jura? Unfortunately we do not offer a repair for these machines anymore. Please call the machine manufacturer directly:

Jura: 0911 - 70 440 044
Siemens: 0211 - 15 777 980

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

To download a copy of your user manual, please visit our Machine Assistance page, select your machine model, and click the link under "User Manuals" on the left or top of the page.

For immediate assistance with your machine, please contact the Nespresso Customer Service Center by phone daily at 0800 18 18 444.

Clean the machine everyday as well as emptying the drip tray

The pressure during brewing process erupts to the drip tray

If an inappropriate capsule or filling quantity has been selected, more water runs into the drip tray

Descale the machine 

Please do not hesitate to contact us if the problem still remains.

Do you need help descaling your machine? HERE you will find our machine assistance service.

HERE you will find our machine assistance service. There you just select your model and follow the cleaning instructions.

No, the machines are homologated, designed and approved for home use. They are not approved for use on boats or in caravans.

We are sorry that your machine is no longer working as usual. First aid you can find HERE. The online troubleshooting offers you a step-by-step guide. 

Should you need any further assistance, please contact our technical service on the toll-free number 0800/18 18 444.  

- Vertuo Next

- Vertuo Pop

- Android: from 5.0, BT standard 5.0 is required in the device (can be requested from the manufacturer).

- iOS: from 8.1 (from iPhone 4s or iPad of the 3rd generation)

- WLAN (only Vertuo Next / Pop) must run on 2.4GHz, 5GHz is not supported (as with almost all smarthome devices)

Yes, we have spare parts in stock for the current machine models as well as Aeroccino models.

Please contact our technical service by phone at 0800 18 18 444 or Live Chat.

Please have the 19-digit serial number of your Nespresso machine ready when ordering machine parts. You will find it underneath your machine. 

- Vertuo Next (Bluetooth / Wifi)

- Vertuo Pop (Bluetooth / Wifi)

- Expert (Bluetooth)

- Barista (Bluetooth)

- Prodigio (Bluetooth)

You can pay by credit card, PayPal, Google Pay, Apple Pay, Klarna and bank collection authorization, invoice.

Payments with VISA and MasterCard, which are made via Internet or by telephone, are processed by Nestlé Treasury Center Europe (Rue de Merl 69, L-2146 Luxembourg).

If you would like to pay by Direct debit collection, please download the necessary application form here.

Send it back to us by email at dekontakt@nespresso.com

Please  contact the Nespresso Customer Service Center on freephone 0800 18 18 444 or send us an email via or contact form. Our Coffee Specialists will gladly send you a copy of the invoice by mail.

Sure. Please contact our customer service if you would like to switch to paperless invoices. 

If you have paid an invoice twice or transferred an amount that is too high, the amount will automatically be refunded within 14 days to the bank details we have on file.

If we do not have your bank details, please give us your bank details by email or via our live chat:

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.

If you wish to change the payment method afterwards, please contact the Nespresso Customerservice for further handling.Our coffee specialists will more than happy to help you in person at 0800 18 18 444 or by Live Chat.

Please download the necessary application from HERE. Send it back to us by email at dekontakt@nespresso.com

Please note that we can only pay out overpayments or double payments. It is not possible to pay out credits that you have acquired through a voucher promotion. Please note the respective terms and conditions. 

For the return transfer of an overpayment or double payment we need your bank details in written form. Just send us your IBAN and BIC by e-mail.

For remittances over 200,-€ we ask you to confirm that you are the account holder with a bank statement.

Deutsche Bank AG Düsseldorf
Kto: 351 55 33 00
BLZ: 300 700 10

IBAN: DE69 3007 0010 0351 5533 00
Swift : DEUTDEDD

Please note that we can only pay out overpayments or double payments and credit balance from returns. It is not possible to pay out credits that you have acquired through a voucher promotion. Please note the respective terms and conditions. 

For the return transfer we need your bank details in written form. Just send us your IBAN and BIC by e-mail.

For remittances over 200,-€ we ask you to confirm that you are the account holder with a bank statement.

If your transfer has already been made more than 14 working days ago, please check your bank statements to see if the amount has already been refunded.

If this is not the case, we need a proof of payment by e-mail with the following data:

- the amount paid
- the value date
- the reference number entered 

If you have entered the wrong IBAN, the payment of your invoice could not be sent to us. Please contact your bank for verification.

We are currently converting the dispatch of our invoices to paper-free invoice.

Many of our customers already receive their invoice as a PDF attachment, together with the shipping confirmation.  

If you still receive your invoice by letter and would like a conversion, please contact our customer service.

The processing time of a promotion with credit may take max. 14 days. Please note that the handling of your order also corresponds to the processing time of the voucher.

You have purchased a new machine and have redeemed your welcome gift? Your gift will arrive in a few business days. 

Amazon is not an Austrian retailer and the voucher is normally only redeemable in Germany. However, our colleagues in Austria offer you the possibility to get a 20 € voucher for Nespresso Austria with the code. Please visit the following page:
https://promotion.nespresso.at/promo-de 

Please note that the order value must be above the value of the voucher.

The Nespresso vouchers are campaign vouchers. According to the German legislature the vouchers may be subjected to a deadline. After expiration of the deadline the voucher is not valid anymore. Gift certificates are valid for three years (§ 195 BGB) because they have to be paid in advance.

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.

Our offers are always linked to customer accounts. Please compare the customer number from your offer with your online account. In the case of information by post, a person from your household could be addressed.

Please log in with the mentioned customer account and put the required number of capsules in the shopping cart. You can check your purchase using the "Add to cart" field. Your gift is now added to your shopping cart.

Please contact our customer service if several accounts are to be merged.

Please enter the code for the purchase of a new Nespresso machine on the promotion page www.nespresso.com/willkommen to receive your gift.

If you have received a voucher code by email, you can enter it in the first step of the shopping cart in the field "Promotion code". To activate it, please confirm the code by clicking the "OK" button. Please note that promotional vouchers usually have a validity date. If you receive an error message, please check first if your code is still valid.

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.

Learn more about our commitment to sustainability HERE

The coffee capsules consist of aluminium at a 100 %. This gives you the guarantee for an environmentally friendly recycling. Pure aluminium can be processed infinitely and is the only known material protecting coffee from light and air. Therefore other packagings for coffee also have layers of aluminium. However, these are combined with synthetic material so that a environmentally friendly recycling can not be ensured. The outside often is a plasticized material, the inside a layer of aluminium, both cannot be separated in this form.

Nespresso capsules are different. In Germany Nespresso takes part in the Duale System, the "Grüne Punkt" stands for an environmentally friendly recycling. Of course we are dependent on the goodwill of the consumers. We ask our customers to dispose the capsules in the "Gelber Sack" or "Gelbe Tonne". In regions without the possibility to recycle the capsules over "Gelber Sack" or "Gelbe Tonne" you find collecting points in walking distance. There the capsules can be disposed including content in the container for lightwheight packaging. The recycling is coordinated area-wide via the dual system Germany.

Compared with customary packaging like e. g. the standard can, the output of waste of Nespresso capsules is lower.

An empty capsule consists of 0, 9 g pure aluminium. When using coffee cans, the weight per portion is 3, 7 g. Nevertheless Nespresso is always anxious to produce the capsule even thinner, lighter and with that more environment-friendly. In comparison with the Nespresso capsules of about 1195, nowadays one portion only contains a 50 % of the aluminium.

Furthermore, we would like to mention that our coffee does never come into contact with the aluminium, because the inside of each capsule is provided with a biodegradable protective film.

The symbol of a crossed-out wheeled garbage can regularly displayed on electrical and electronic equipment indicates that the respective device must be at the end of its service life separately from unsorted municipal waste.

Electrical and electronic equipment that has become waste is referred as old equipment. Owners of old equipment must dispose it separately from unsorted municipal waste. In particular, old appliances do not belong in household waste, but in special collection and return systems.

Separate disposal of a household appliance avoids possible negative effects on the environment and human health caused by improper disposal. It also enables the recycling of the materials that make up the appliance, which in turn brings significant savings in energy and resources.

The B Corp certification is a milestone for us that highlights our commitment to greater sustainability, responsibility and transparency, which goes back almost 30 years. At the same time, we see the certification as a commitment to do even more. Our goal is to grow while maintaining high social and environmental standards, and to achieve a positive impact on people and the environment along our entire value chain.

Nespresso is a certified B Corp since 2022.

You can finde more information here. 

It is very important for us that recycling works and that as many customers as possible participate. Since we are a global company and the word recycling is also used in the German language, we did not see any language barrier here. 

Protecting the environment and using resources responsibly are important to us. Please note the following information regarding the disposal of waste electrical and electronic equipment (WEEE).

1. Separate Disposal of Old Devices
Electrical and electronic devices must not be disposed of with household waste. Please take your old devices to an appropriate collection or take-back point.
Old devices are marked with the crossed-out wheeled bin symbol. This symbol indicates that the device must be collected separately and disposed of in an environmentally responsible manner.

Please separate waste products to facilitate recycling. In addition, owners of old devices are required to remove waste batteries, rechargeable batteries, and lamps that are not enclosed within the device before taking it to a collection or return point.

2. Return Options
When purchasing a coffee machine or milk frother, you can return an old device of the same type to us free of charge. Regardless of whether you purchased the device from our shop, you may also return up to three small devices per product category with external dimensions of less than 25 cm free of charge.
Using our online form, you can create a free return shipping label. For more information, please visit: Information on the Disposal of Electrical Appliances
Alternatively, you can return your device at municipal collection points or authorized take-back locations. A directory of available return locations can also be found online.

3. Data Protection
Electrical and electronic devices may contain personal data. Please ensure that all personal data has been deleted before returning your device. Responsibility for deleting such data rests with you.

Nespresso Deutschland GmbH is registered with Stiftung EAR for the sale of electrical and electronic equipment in Germany.
WEEE Registration No. DE 35930938

In case your Nespresso machine is operated with Vertuo- or Original capsules and your office has a customer account, you automatically participate at Nespresso & You and enjoy all the benefits.

Create a member account through our toll-free customer hotline 0800/18 18 444 (daily), respectively online at nespresso.de or at one of our nearby Boutiques.

Once your first paid coffee order has been shipped, you automatically start as a Connoisseur at Nespresso & You and enjoy all the benefits of this status.

Be the first to be informed by Nespresso news about your status, exclusive offers, new coffees and trends. We recommend subscribing to our free newsletter!

From the moment of your first coffee order, you are part of Nespresso & You and the status-level „Connoisseur“. Your membership or coffee consumption determines your level of status and the benefits you receive. All this is free and automatic.

Yes, the purchase of Vertuo capsules is also part of the status at Nespresso & You

Your customer status is determined by two characteristics: the duration of your Nespresso membership or the amount of coffee capsules you purchased during your membership year (see FAQ "What is a membership year or month?") (Starting with the purchase of your first Nespresso coffee capsules).

The duration of Nespresso membership marks the number of years in which at least one purchase of coffee capsules have took place as a registered customer per membership year.

The capsule consumption corresponds to the amount of coffee capsules that you have made from the first order to the last order in the respective member year. Canceled or refunded orders do not count as purchases. If you place an order on www.nespresso.de, the Nespresso app or by phone, the purchase date is the date of shipment of your order.

No, only paid Nespresso coffee capsules are eligible for your status at Nespresso & You.

The membership year starts with your very first paid capsule order and amounts over the next 12 months. The month of this first order will be your personal membership month in the future.

Within your membership year, all ordered and paid Nespresso capsules will count. If you don’t place a capsule order within your membership year or you don’t order the required number of capsules to maintain the status (see FAQ “How can I reach the next highest status?”), you will be downgrade from your membership month.

For example:

You place your very first Nespresso capsule order on 19.04.2018. In this case, your personal membership month is in each subsequent year the month April and your membership year is from 01.04.2018 to 31.03.2019 (in the future 01.04.2019 to 31.03.2020 etc).

If you give us your consent to notify you by email, we will send you the information about your status by email. The consent can be set up online or via our customer hotline.

In addition, you have three options to view or learn your Nespresso status level:

1. Online

Log in at www.nespresso.de and click on “My membership status” in your personal area.

2. By phone

Contact our Customer Service at the toll-free number 0800/18 18 444. Our coffee specialists will be pleased to assist you, if you have any questions regarding your status or any other themes.

3. In our Nespresso Boutiques

Visit one of our Nespresso Boutiques and consult our local coffee specialists. HERE you can check where your nearest Nespresso Boutique is located

If you have subscribed to our newsletter, we will inform you when you are about to receive a new status. If you have not given us your consent, we recommend that you keep an eye on your membership in the logged-in area.

If you place a coffee order using your personal membership number at least once in your membership year (see FAQ "What is a membership year or month?"), you will automatically reach the advanced statuses after a few years.

You also have the opinion to get a status upgrade faster by purchasing a certain amount of Nespresso capsules per membership year. The upgrade will be automatic within 24 hours. To maintain the status, the specified amount of capsules has to be purchase annually. Otherwise, you will be downgraded to your original status.

Connoisseur: You become a Connoisseur as soon as you place your first billed coffee order

Expert: You reach this level if you have been a loyal customer for 5 years (at least one capsule order/membership year) or purchased at least 1,000 coffee capsules per year.

Ambassador: You reach this level if you have been a loyal customer for 10 years or more (at least one capsule order/membership year) or by more than 1,500 coffee capsules per year.

How do I know that I am on the verge of being upgrade?

If you have subscribed our newsletter, we will inform you when you are verge to receive a new status. Please keep an eye on your membership in the logged-in area, if you don’t give us your consent to inform you via E-Mail.

If the country you are moving is also offering Nespresso & You, the transfer of your status is no problem. Please contact the customer service in your new home (or when moving to Germany contact the toll-free number 0800/18 18 444) and describe your desire. They will arrange all necessary for you. Select your new home country here to find the customer service number.

It is possible to lose your status. We differentiate between the status acquisition due to Nespresso membership or that of capsule consumption (see FAQ “How can I reach the next higher status?”).

Nespresso membership

To maintain your status, you have to purchase Nespresso coffee capsules at least once per membership year (see FAQ “What is a membership year or month?”). If there is no capsule purchase within your membership year, you will lose your status. With a new order, you start from the beginning in the status of the Connoisseur and the affiliation of 0 years.

Capsule consumption

If you have obtained your current status based on purchased coffee capsules, you will be returned to your original status, if the required amount of coffee capsules (Expert: at least 1,000 capsules/membership year, Ambassador: at least 1,500 capsules/membership year) is not achieved. The capsule counter supports you in the logged area.

If you have subscribed our newsletter, we will inform you in time when you threaten to lose your status. Please keep an eye on your membership in the logged-in area, if you don’t give us your consent to inform you via E-Mail.

It could be that you have lost your status advantage. Please make sure that you have purchased Nespresso coffee capsules (using your customer account) at least once during your membership year (see FAQ "What is a membership year or month?"). If this was not done, you lose your current status. As soon as you order again, you will start in the status of Connoisseur.

The same applies, if you receive your status through your capsule consumption (see FAQ “How can I reach the next higher status?”). If you don’t receive the required amount of capsules annually, you will be downgraded to your original status.

By the way: New customers, who have not yet ordered coffee, receive the status Connoisseur within 24 hours after the first capsule purchase has taken place.

Your purchases in our Boutiques (or N-Points ect.) can easily book to your customer number. This is the best way to benefit from your membership. Please show your customer card or inform the Nespresso staff about the existence of your customer number and your purchase will be post to your customer account.

If you can provide a proof of payment in the form of an invoice, it is possible to subsequently assign previous purchases to your customer account. Please use the contact form or speak with your Boutique Specialist and we will help you immediately.

The capsule counter is based on your personal membership year (see FAQ “What is a membership year or month?”), and not on the calendar year. Therefore, the capsule counter will be reset in your membership month.

For example: If you have placed your very first coffee order on 29 July 2018, your personal membership month is July and the capsule counter will be reset to zero on 1 July 2019.

The years of your membership are calculated from your first paid coffee order. If you don’t buy capsules for more than 12 months, you affiliation will be set to 0 years (see FAQ “I was downgraded, although I already bought capsules this year. Is this a mistake?”).

If you subsequently place a new order, your membership will begin anew from that date. The years before your inactivity do not count.

Decisive for the maintenance of your status is that you have ordered at least once or the required number of capsules within your membership year (see FAQ “How can I reach the next higher status?”). An example for clarification:

You placed your first Nespresso capsule order on 15 October 2011 and ordered regularly at least once a year. For this reason, you automatically received the status Expert at the beginning of Nespresso & You in July 2018. Your personal membership year is every year in the period from 01 October to 30 September.

So, if you have not placed a capsule order in the period from 01. October 2017 to 30 September 2018, you will lose the status Expert and start again as a Connoisseur with your next capsule order.

• You receive all benefits of the Connoisseur status
 
• Annual voucher for a descaling kit after 1’300 capsules was purchased. The voucher can be cash with your next order in one of our Nespresso channels (via www.nespresso.com or Nespresso App, in the Nespresso Boutiques or by calling 0800/18 18 444). Maximum one voucher per year.

• 10 % reduction on the entire accessories collection as well as pastries and chocolates. The reduction is valid all year – except for machines, descaling kits and Aeroccinos. 

• Avant Première: Exclusive right for pre-emption. Order and enjoy selected coffee novelties before the official launch.

Take a look at our Nespresso & You video on Youtube.de: https://www.youtube.com/watch?v=0NsrBKtwhB4&feature=youtu.be

As a Nespresso member, you have the opportunity to participate in our interactive and extraordinary Masterclass workshops. These are available in our Nespresso boutiques. Here you can deepen your knowledge about coffee together with our coffee specialists.

In addition, unique recipes will be presented which will inspire you. Ask our experts everything you ever wanted to know about coffee. Watch our barista over the shoulder creating Latte Art, accompany the long journey of coffee from the berry to the finished cup of coffee. We look forward to your participation.

The participation in the Nespresso Masterclass is amounting of 45,- €. As a Nespresso member - from the member status Connoisseur - participation is free of charge for you and a companion of your choice. Just book online an appointment for a Masterclass of your choice.

Find all dates here

• Free standard delivery for orders of 10 sleeves of coffee or a value of 40,- €

• Masterclass in one of our Boutiques – discover the world of coffee together with our coffee specialists

• Machine Service – Within your two-year warranty and registration of the Nespresso machine, customers benefit from a free pick-up and repair service as well as a loan machine for repairs.

Take a look at our Nespresso & You video on Youtube.de: https://www.youtube.com/watch?v=0NsrBKtwhB4&feature=youtu.be

• You receive all benefits of the Connoisseur and Expert status

• Free premium delivery (“Same Day Delivery” or “Your Time”) when ordering 20 sleeves of coffee or with a value of 80,- €

• Exclusive Sales (VIP Sale) several times a year. Nespresso offers the possibility to buy coffee, accessories and machines during the exclusive sale. Only customers who are Ambassadors can buy these products. Exclusive sales are for a limited time only and subject to availability (while stocks last). Only valid on Nespresso channels (on www.nespresso.com, via the Nespresso app, in the Nespresso boutiques or by calling 0800/1818 444).

• Up to 3 times a year, you will receive a 30% machine discount for all VERTUO machines with a amount of  €179.00 or more for orders of minimum 40 Nespresso coffee sleeves.

If you sign up for a Nespresso event and are prevented, simply cancel your registration online using your booking number: https://www.nespresso.com/de/de/events#/cancel

As soon as you reach the status Expert, our system starts a separate capsule counter and after 1,300 purchased capsules you will receive a voucher for a descaling kit (maximum one coupon per year). After receiving the voucher, the capsule counter from our system will be adjusted to zero again and will start at the next time you buy Nespresso capsules.

The voucher can be redeemed with your next order in one of the Nespresso channels (on www.nespresso.com, via the Nespresso App, in the Nespresso boutiques or by calling 0800/1818 444).

As an Expert and Ambassador you will receive information by email and on the homepage as soon as you can make use of your exclusive right of pre-emption. If you don’t want to miss an offer and to receive information automatically, we recommend that you subscribe to the free newsletter.

If you have lost your voucher for the free descaling kit, we will of course provide you with a replacement code. Please contact our coffee specialist at 0800/18 18 444 or via Live Chat before your next order of coffee order.

Of course, we will take care that your defective machine will be repaired free of charge within the warranty period, but we can only provide our customers a loan machine for the time of repair.

For this, please contact our technical service at the toll-free number 0800 18 18 444.

The discount on accessories and delicacies does not apply to the Aeroccino models and the Barista (milk frother), descaling kits and spare parts. Otherwise, our entire accessories collection as well as pastries and chocolate are available with a 10% discount.

As an Ambassador, you will receive information about the next VIP SALE by email or post and on the homepage as soon as the exclusive sale starts. In order not to miss any of our offers and to receive information automatically, we recommend you to subscribe the free newsletter.

All Nespresso & You-benefits you can see HERE

For customers without status, you will get a free shipping standard delivery from 200 capsules.

Our coffee specialists are available for questions daily:

• Call the toll-free number 0800 1818 444

• Via Live Chat (please note our opening hours)

• In our boutiques. Please find your nearest boutique HERE

Not sure which way you should contact us? Take a look at our contact recommendations.