Frequently asked questions

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Orders & order follow up

• Where is my order ?

  Any order placed after 4:00pm (3:00pm on Mondays) will be processed the next day.
  Any order made on a Friday after 4:00pm, or on a bank holiday, or the day before a bank holiday, will be processed on the next business day.
  Should you have opted for Nespresso Your Time or a messenger service (within 24 hours), and should the parcel fail to be delivered as scheduled, we ask you to contact Nespresso Club by phone at 0 800 55 52 53 (toll-free number from a landline) or by email.
  If your parcel is not in your mailbox (home or office), please ask your neighbours, concierge, superintendent, or neighbouring stores before contacting us.

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• Registration and First Order

  Please click on "Register to Nespresso France" and write down you personal information.
   
  Are you already a member of the Nespresso Club?
   
  If that is the case please insert your Club member number and your postcode in the last two dedicated spaces and click on "Continue". You shall then be able to place your order.
   
  If not, you shall simply have to select "No, I do not yet have a Nespresso Club membership number" and click on "Continue".
   
  Indicate us your delivery and invoicing adresses for your account, and choose if you wish to be kept informed of our actuality and special offers. Click on "Continue".
   
  Please register your (new) Nespresso machine by selecting the model you possess and writing down its serial number, purchase date and location. If you wish to register it later, click on "Skip Machine Registration".
   
  Your account is then created and you shall be able from now on to place an order by clicking on "Quick Order".
   
  If you do not manage to edit your account, or to receive the link, please call us anytime (24/7) on our free phone number 0 800 55 52 53 or by email.

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• Where to buy our Grands Crus ?

  Nespresso capsules can be purchased online through Nespresso Club (tablet app or website), in our Boutiques, by mail order, by phone or by fax.
  Our capsules cannot be purchased in department stores, in tableware or appliance shops.
  Nespresso manages retail distribution of its capsules itself in order to ensure maximum freshness and preservation upon arriving at your home (or office), thus guaranteeing the highest quality coffee experience, cup after cup.

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• Coffee Taste

  In case you would notice an adulteration of aromas of our Grands Crus, we invite you to contact us by phone at 0800 55 52 53 (free of charge from any fixed phone) and to take the following measures:

  - take down references of each sleeve of capsules concerned (serial number, making time and best-before date)
  - note down the number of lost capsules and capsules still in your possession
  - keep, if possible, faulty capsules so that we could send it to our Quality Department (in Switzerland) in order to do quality control and tests
  - identify roughly the date of the last descaling made on your machine.

  We could then collect necessary information in order to identify this fault, and replace faulty capsules.

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• Damaged or unordered merchandise

  If you are disappointed with the quality of the merchandise, you can contact Nespresso at 0 800 55 52 53 (toll-free number) or by email (filling out the contact form).
  We advise that you keep the product packaging so we can provide our production centre with the references of the products under investigation.
  To better serve you, we also ask you to give us as much information and as many relevant details as possible on the nature of the damage or the unordered merchandise.

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Online Support

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• Code 703

  "Code 703" indicates an accounting irregularity, most often due to an outstanding bill. According to our terms of sale, payment to Nespresso must be effective upon receiving your invoice.
  Due to online security procedures, outstanding bills can be settled online by credit card, thanks to online security procedures. 

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• My account

  The heading « My account » on our site, allows you to access to your personal information.

  My personal information:

  My password : Modify your password. You just have to keyboard the password of your choice, with 6 to 15 characters (numbers and/or letters).

  My e-mail address : Change your e-mail address, essential to connect on our site.

  My addresses : Modify, create or cancel your delivery and invoicing addresses.

  For further information, we invite you to contact us by phone at 0800 55 52 53 (free of charge from any fixed phone).

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• Changing your email address

  - Please complete your login and password by selecting the “Sign In” tag in the  upper-right corner of the homepage.
  - Click on “My Account” then on “My Personal Information”.
  - Click on “Edit” to complete or change your email address and/or your password.

   

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• Registering Your Machine Online

  Should you have any issues when registering your Nespresso machine online, please follow the procedure below:
  - Select your machine amongst all the machines listed;
  - In answer to the question “Where did you buy your machine?”, select “Other”;
  - Click on “Continue”. You can order online from now on.
  Next time you are logging on to Nespresso Club, give us any information we need to update your Nespresso account and register your machine:
  - Your Nespresso ID number,
  - The model and colour,
  - When and where you bought it,
  - Its serial number.
  If you still have trouble registering your machine, please get in touch with us within 7 days by phone at 0800 55 52 53 (toll-free number, open 24/7) or by e-mail.

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• Forgotten your password

  The password you gave is wrong. To change it, please
  1- Click on “Sign In” tag in the upper-right corner of the homepage. Then click on “Forgotten your password?”.
  2- Specify the email address you use whenever you make an online order.
  3- You will then receive an email. Click on the link to create a new password.

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Accounting

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• Payment

  On our website, only the payment by credit card is authorized. Please note that e-cards and non-European cards are not allowed. If you are registered as a professional entity, please call us at the free number 0800 55 52 53. 

  Our website uses highly reliable SSL encryption technology to maximise security. You can pay by credit card with great confidence: your credit card data will be deleted, automatically and systematically, immediately after your payment has been validated.

  Ordering by phone : 

  It is possible to pay by cheque before receiving the parcel. For that, please contact us at the free number 0800 55 52 53. Your cheque must be sent to:

  Nespresso France
  Service Comptabilité
  Autorisation nr 11063                                                                                                                                        92889 Nanterre Cedex 9

  Purchases by phone can also be paid by bank transfer: you will need to specify your Customer number and/or your invoice number to:

  REGISTERED ADDRESS: BNP PARIBAS LE PARVIS LA DÉFENSE
  BANK AGENCY ACCOUNT NUMBER RIB
  30004 01328 00010640032 04

  Finally, you can pay by direct debit after filling out a bank authorisation. to set up the direct debit, please contact us at the free number 0800 55 52 53.

   

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Brand & Promotions

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Machine Support

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Product Information

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• Variations

  Our Variations are deeply appreciated by Nespresso lovers. On a base of Livanto coffee, Variations combine delicious natural aromas with the smoothness of Livanto.

  In our Original permanent range, you will find three flavours: Ciocattino, with natural chocolate flavour, Vanilio, with natural vanilla flavour and Caramelito, with natural caramel flavour.

  In our Vertuo permanent range, we invite you to discover the Caramelizio (caramel natural flavour), Vanizio (vanilla natural flavour) and Hazelino (Hazelnut natural flavour).

  During Christmas time, we enjoy creating some unique and sophisticated flavours, as Limited Editions, to celebrate this period of the year and thrill our customers and their guests. These coffees are sold for a short period of time.

  These authentic blends result from subtle mixes and creative innovation to offer fully balanced flavours and aromas. Variations are also excellent coffees to make all your favourite milk recipes: Cappuiccino, Latte, Caffè Macchiato…

   

  To learn more about our Variations and order them, click here.

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• Decaffeinated Grands Crus

  To make our decaffeinated coffees, Nespresso uses a natural water-based process that dissolves the caffeine gradually without altering the intensity and taste of the coffee. This ensures that you will experience a real espresso containing less than 1.5 mg caffeine per cup.  

   

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• Nespresso Accessories

  Espresso, Lungo or Capuccino: they each deliver a completely different experience. So Nespresso  has developed a range of accessories to enhance your pleasure every time. Take our cups for example: their thickness, their concave bases and their form have all been designed to ensure an exceptional coffee experience, cup after cup.
  Various other objects and accessories in many styles are also available, allowing you to create your own coffee world and conjure up our delicious Nespresso recipes.

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• Sweets

  To make your Nespresso experience ever more delicious, indulge in any of our range of scrumptious sweets and biscuits:

  - Dark chocolate or milk chocolate squares.
  - Coffee creams.
  - Dolcetti Fleur de sel: an exclusive Nespresso recipe using the famous Guérande sea salt.
  - Dolcetti l’Oranger: orange blossom flavoured biscuits.
  - Amaretti: a soft biscuit made from finely ground almonds and delicately scented honey.
  - Cantuccini: crunchy biscuits with whole almonds.
  - Fruity Almond Palets: a trio of sweets (Apricot, Raspberry and Fig).
  - Flavoured Almond Palets: a trio of delicately flavoured almond and candied fruit sweets. (Almond, Caramel and Coffee)

  N.B. The sale of both chocolate squares and coffee creams is discontinued during the summer months

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Recycling

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• Aluminium

  Aluminium is the third most abundant element after oxygen and silicon. It occurs naturally in many foodstuffs, including water (>0.1mg per litre), dairy products (0.001-0.007 mg/l), peanuts (0.124-0.322 mg/100 g) and tea (1 mg per cup).
  Daily aluminium intake as part of normal food consumption is 6mg per day for a child, and 9 to 12mg for an adult.
  Aluminium can be toxic if intravenously injected. When orally ingested, it is eliminated by the kidneys.

  
  Nespresso capsules are totally protected from air and light to ensure freshness over time: aluminium is the only material to guarantee such optimal protection.

  
  Nespresso aluminium capsules are coated with a food-grade lacquer to prevent any contact between the aluminium and the ground coffee.  

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• Recycling

  For many years, Nespresso has been supporting sustainable development initiatives by selecting the best coffees grown and harvested in sustainable farms and agricultural communities. The recycling of its capsules is a logical and key step in the company’s approach to sustainability.
  In France, upon launch of the recycling project, Nespresso Boutiques were the initial capsule collection sites for consumers. Nowadays, the number of collection point has reached close to 5,000 across the country, in drop-off locations or in waste-recycling centres.

  We are also looking into other systems to collect used capsules. For instance, in the Var (83), Alpes Maritimes (06) and Lot (46), we have set up a capsule collection system based on selective waste management. Nespresso Club members residing in either department can dispose of their used capsules and other metal packaging (aluminium and steel, in small sizes only) in a yellow selective rubbish bin. The capsules are sent to a selective waste management centre for recycling: Pizzorno in Le Muy, Var; Sivades (managed by Valco) in Cannes La Bocca, Alpes Maritimes; or Catus in Villefranche-sur-Mer, Lot.
  We are counting on Club members’ support and commitment to ensure that this important recycling project is successful and can expand to all mainland France.
  For any further information on recycling and sustainability at Nespresso, please log on to our new Ecolaboration website: www.ecolaboration.com

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Other

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• Address of our Boutiques

  Paris & Ile de France:
  .   119 av. des Champs Elysées – Paris 8ème
  .   126 rue du Bac – Paris 7ème
  .    64 rue Bonaparte – Paris 6ème
  .    29 rue Tronchet – Paris 8ème
  .    11 rue Scribe – Paris 9ème
  .    45 avenue Victor Hugo – Paris 16ème

  Orly Airport: Terminal Ouest Hall 2 – 94390 Orly

  Roissy-Charles de Gaulle :Terminal 2F –Porte 8 – 95700 Roissy en France

  Le Chesnay: Centre Commercial Régional Parly 2 – 78150 Le Chesnay

  Lyon:
  .   2 place de la Bourse – Lyon 2ème
  .   4 place des Jacobins – Lyon 2ème
  .   20 avenue Maréchal de Saxe – Lyon 6ème

  Marseille:
  .   5 place Charles de Gaulle – Marseille 1er
  .   20 rue Montgrand – Marseille 6ème

  Toulouse:
  .   38 rue Alsace Lorraine – 31000 Toulouse
  .   19 rue Antonin Mercié – 31000 Toulouse

  Strasbourg:
  .   5 rue des Juifs – 67000 Strasbourg
  .   4 rue de la Mésange – 67000 Strasbourg

  Cannes : 21 rue des Belges – 06400 Cannes
  Nice : 1 place Masséna – 06000 Nice
  Toulon : 27 boulevard de Strasbourg – 83000 Toulon
  Avignon : 3 rue Viala - 84000 Avignon
  Lille : 52 rue Esquermoise -  59000 Lille
  Bordeaux : 62 cours de l’Intendance – 33000 Bordeaux
  Nantes : 3 rue Scribe – 44000 Nantes
  Grenoble : 5 rue de la République – 38000 Grenoble
  Mulhouse : 11 rue du Mittelbach- 68100 Mulhouse
  Montpellier : 16 boulevard du Jeu de Paume – 34000 Montpellier
  Metz : 9 rue des Clers – 57000 Metz
  Tours : 31 rue Nationale – 37000 Tours

   

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Capsule purchase from abroad

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• Nespresso boutiques and retailers in the Dom-Tom

  You can buy Nespresso capsules and accessories at:

  GUADELOUPE

  - ANTILLES FOOD SERVICE
    1105 rue Henri Becquerel
    97191 JARRY

  MARTINIQUE

  - COFFEE OUTREMER
    Immeuble SERDIM
    La Lézarde
    97232 Le Lamentin

  - Centre Commercial La Véranda
    97200 Fort de France

  
  GUYANE

  - Guyane Espresso
    22 Collery Est 3
    97300 Cayenne

  ILE DE LA REUNION

  - Dimomix Sainte Denis
    60 rue Jean Chatel
    97400 Saint Denis

  - Dimomix Saint Gilles
    137 rue du Général de Gaulle
    97434 Saint Gilles

  - Dimomix Saint Pierre
    59 rue Victor Le Vigoureux
    97410 Saint Pierre

  SAINT BARTHELEMY and SAINT MARTIN

  - BACCHUS SAINT BARTH VIGNOBLES
    Route des Salines
    Les Jardins de St Jean
    97133 Saint Barthelemy

  - Bacchus SXM
    18/19 Zone Commerciale d'Hope Estate
    97150 Ile de Saint Martin

  NOUVELLE CALEDONIE
  - Nestlé Nouvelle Calédonie
    Orphelinat 7 Route du Vélodrome
    98800 Nouméa

  MAYOTTE

  - ZI NEL BP 747 KAWENI
    97600 MAMOUDZOU

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• Did this answer your question? If not, ask us your question, we will be pleased to help you.