Top 5 FAQ
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To contact us click here and select the communication channel that suits you.
In addition, our Ambassador customers have exclusive access to the WhatsApp channel.
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Your machine must be registered in your Nespresso customer account before it can be taken over by our service. All Nespresso System machines (Nespresso brand or partner manufacturers) are supported.
The warranty periods for the machines of the Original and Vertuo ranges are as follows:
Magimix: 2 years (3 years for spare parts)
Nespresso, Krups, DeLonghi and KitchenAid: 2 yearsThe warranty does not apply to any problem related to a failure of use and/or maintenance.
Since July 1, 2025, as part of our new after-sales service offer, we are providing one of these two options to our customers whose machine is faulty, whether it is under warranty or not:
- Repair by our workshops. As a quality assurance, a 6-month warranty is applied to the repairs made.
- Exchange for an identical refurbished model guaranteed for 2 years (subject to availability).
The prices for our after-sales service offer are available by clicking here.
An exclusive offer is reserved for our Ambassador customers. To learn more, please refer to the section "Coverage for Your Faulty Machine ** Ambassador Customers Exclusive **."
If your machine is not repairable, it will enter the appropriate recycling circuit. In the case of using capsules other than Nespresso brand, your machine is covered by Nespresso after-sales service. However, we would like to remind you that we are unable to comment on the compatibility of capsules other than Nespresso brand. We encourage you to consult your capsule supplier.
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If your order has been returned by the carrier, the refund is automatically made within 14 days.If you have made a complete or partial return of goods using our Nespresso pre-stamped label, this period is to be counted from the date the package is delivered to the carrier.Please note that a refund cannot be made:- if payment for your order was not made by credit card. A credit will then be credited to your customer account- if a replacement package has already been sent to you- if the payment was made using the credit linked to the monthly payments of your subscription. A credit will then be credited to your customer accountAfter this period, if you notice the absence or an anomaly in the refund, we invite you to contact us at 0800 55 52 53 (free call from Monday to Saturday from 8am to 8pm) to provide us, as the case may be, a copy of your bank account statement or proof of deposit of your package.
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When you subscribe to a machine subscription, you are committed for 12 or 24 months (depending on the model chosen). You can decide to cancel it at any time, independently, directly from your personal account on our website (by clicking on the 'My Account' section, then 'My Subscriptions,' and finally 'Cancel My Subscription') under certain conditions.
Note: This feature is not available on the Nespresso app.-
Before the end of your commitment:
In this case, please note that penalty fees will be charged at 80% of the total purchase price of the machine, excluding the subscription contract, minus the purchase price of the machine under the subscription contract.
Example: the Lattissima One model is sold for €279 excluding subscription and €99 under the machine subscription. So, (€279 x 0.8) - 99 = €124. The penalty fees for cancellation in this specific case would amount to €124. -
At the end of your commitment:
You will receive an email two months before the end of your contract, reminding you of your subscription expiration. You can contact us at any time to remove the tacit renewal. -
Once your commitment is completed:
After the 12 or 24-month commitment, you can cancel your subscription at any time, without any fees, directly from your personal account on our website (by clicking on the 'My Account' section, then 'My Subscriptions,' and finally 'Cancel My Subscription').
Once your cancellation is recorded by our services, the stop of payments takes effect immediately. Regardless of when you decide to cancel your subscription, the machine remains your property.
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Since April 1, 2025, as part of our new after-sales service offer, we are exclusively providing our Ambassador customers with the replacement of their faulty machine—whether it is under warranty or not—with an identical new model (subject to availability) guaranteed for 2 years. This exchange for a new machine is offered if the fault is confirmed following tests conducted with one of our technicians and the diagnosis he establishes.
If you wish, you can benefit from the repair of your faulty machine with a 6-month warranty on the repairs made, or an exchange for an identical refurbished model (subject to availability) guaranteed for 2 years. Whichever option you choose among these three, you will be participating alongside us in the efforts made towards transitioning to a circular economy through the repair, refurbishment, and recycling of our machines.
To learn more about warranty durations and the coverage for your faulty machine, please refer to the section "Warranties and Coverage for Your Faulty Machine" available on this page.
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