Frequently asked questions

NEWS

Online Support

• Create my customer account or my personal space on the website

  To create your customer account or your personal space on the site if you are already a client, click here and fill in the fields proposed. You will receive a confirmation e-mail and can then place your first order.

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

• Forgot your password?

  If you have forgotten your password, please follow these steps:

  

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

• How can I change my email address?

  You can change your email address by logging into your account online and visiting "My Personal Information". When you select to edit this information you can amend your name, email address and password, if you wish.

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

• I can't log into my Nespresso account

  If you are having difficulty logging into your online account, please try the following:

  Check that your email address and password have been entered correctly. If you encounter an error message, please use the "Forgot your password" function. 

  If needed, please clear your cache and cookies or try an alternative browser (Google Chrome or Edge for example).

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

MY ACCOUNT

• View and modify my customer account information

  Find all your personal information in your dedicated space after you have logged in.

  To modify your personal information:
  - Email address: In the “personal information” section
  - Postal address: In the “My addresses” section
  - Contact preference: In the “My contact preferences” section
  - Payment terms: In the “My order preferences” section

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

• Delete my personal data

  In accordance with the regulations, you have a right to delete your data, except for data that we must retain to comply with our legal obligations. If you wish to delete your personal data and/or close your account, please contact our Customer Service by mail: Nespresso France - Personal data protection service - TSA 71623 – 75901 Paris Cedex 15 or by calling 0800 55 52 53 (free calls from a landline or mobile).

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

• Contact customer service

  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.

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

Coffee Subscription

• What is the Nespresso Coffee Subscription?

  We are pleased to offer our new automatic delivery service so you’ll never run out of your favorite Nespresso coffees! The Coffee Subscription allows you to receive your Original (including the Compostable Collection) and/or Vertuo* capsules every month, every 2 months, or every 3 months, while enjoying a 10% discount and free Colissimo delivery to your address. It is commitment-free and can be modified, paused, or canceled at any time, with no fees. *Out of Limited Editions, Selections of the Moment, Assortments of 120 capsules Vertuo and Assortments of 200 capsules Original.

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

• I want to take advantage of the Coffee Subscription benefits. How can I do that?

  You can subscribe to the Coffee Subscription directly from your personal account on our website. Once logged into your account, click on the "My Coffee Subscriptions" section and then on "Create a New Subscription." Follow the steps provided. The message "Your Coffee Subscription has been successfully created" will confirm that it has been registered.

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

• Change my subscription information

  You can modify your subscription information (content, delivery address, and shipping frequency) directly from your personal space. Once connected, click on the "My coffee subscriptions" section, then click on "Manage my subscription," and finally click on "Edit" for each relevant section: products, shipping frequency, or delivery. Be sure to click on "Save changes" to confirm your new choices.

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

• Modify or cancel my next shipment.

  You can modify the date of your next shipment or cancel it directly from your personal space.

  Once logged in, click on the "My coffee subscriptions" section, then click on "Modify next shipment," and finally click on "Modify the date of the next shipment" on the next screen. You can also cancel the next shipment by clicking on "Modify next shipment" and then on "Cancel next shipment" on the next screen. The next shipment will then be postponed based on the frequency chosen when you created your subscription (every month, every 2 months, or every 3 months). Be sure to click on "Save changes" to confirm your new selections.
  Example: If your next shipment is scheduled for October 1st with a frequency of every 2 months, by canceling your next shipment, your order will be shipped on December 1st instead.

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

• Update my payment

  You can update the credit card used for the payment of your Coffee Subscription. Once logged into your personal account, click on the "My coffee subscriptions" section, then click on "Update payment." Make the desired updates on the next screen by clicking on "Credit Card." Don't forget to click on "Save changes."

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

• Cancel my subscription

  You can cancel your Coffee Subscription independently. Once logged into your personal account, click on the "My coffee subscriptions" section, then click on "Cancel my subscription." The message "Are you sure you want to cancel this subscription?" will appear. Click on "Cancel this subscription" to have your request processed.

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

• What should I do if I haven't received the coffees I selected in my subscription?

  If you haven't received the coffees selected in your subscription, first check your invoice, which is available in your personal space (section"My orders").

  You are only charged for the coffees that have been shipped to you. One or more of the selected varieties may have been out of stock at the time your package was sent. If your invoice doesn't match the varieties and quantities you received, contact our Customer Service via chat or at 0800 55 52 53 (free call and service), within 7 days from the date you received your package.

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

• What is the payment of 1€ requested when validating the subscription?

  At the time of subscription, your bank may send you an SMS to validate a debit of € 1, this in order to set up the payment of your future orders. This is a bank fingerprint and not an actual debit. Your bank account will not be debited.

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

• Can I take advantage of the commercial offers?

  Your Coffee Subscription, which gives you a 10% immediate discount on selected capsules, cannot be combined with any other offer that provides a reduced price on capsules. However, if at the time of shipping your order, there is an offer to receive a gift (such as treats, a mug set, or coffee cases), then this gift will be included with your capsules, provided the terms of the offer are respected.

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

Machine subscription

• Take out a Nespresso coffee subscription

  You can subscribe to the Nespresso coffee subscription on our website, on the Nespresso mobile app or by calling 0800 55 52 53 (call and service free).

  After logging to your personal space, go to the “my coffee subscriptions” section then click on “create a new subscription” and let yourself be guided. Once all the steps have been validated, the message "your coffee subscription has been successfully created" will confirm that your request has been taken into account with the date of the next shipment. You will receive an email notification reminding you of the details of your order, 3 days before the delivery date you have scheduled. To find out more about the Nespresso coffee subscription and discover all the benefits reserved for you, click here

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

• Take a machine subscription Nespresso

  You can subscribe to the Nespresso coffee subscription on our website, on the Nespresso mobile app or by calling 0800 55 52 53 (call and service free).

  In both cases, bring your credit card. Indeed, bank withdrawals will always be made from the card communicated on the day of your subscription.Your machine will be delivered to the address of your choice within 2 to 5 working days.
  Our in-store advisors can also help you sign up for the subscription. You will be asked to provide a bank account and credit card. Your machine will be returned to you immediately on site.

  When you subscribe, you will be asked to pay the price of the machine as well as the first monthly payment of your subscription. It will be available on your customer account within 4 working days.
  NB: if you wish to subscribe a second machine subscription on the same Nespresso account, you can request it by contacting our customer advisors reachable from Monday to Saturday from 8am to 8pm, at the number above.

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

• The Nespresso machine subscription ** new models **

  For even more choice, the list of machines offered for the Nespresso subscription is expanded. You will definitely find the ideal model for you!
  With its machine subscription, Nespresso offers you a new machine at preferential rates ranging from 19 € to 349 €, depending on the model selected among the Original or Vertuo ranges. This offer is subject to a commitment of 12 or 24 months depending on the models.
  Each month, the amount of the chosen package is taken from your bank account and converted into credit available on your Nespresso customer account. You can then use this credit to purchase all of your desired Nespresso products.
  To discover the machine subscription in detail, click here

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

• Use my Nespresso credit
  À la souscription d'un nouvel abonnement, votre premier crédit est disponible sur votre compte client, sous 3 jours ouvrés.

   

  Le prélèvement de vos mensualités s’effectue tous les mois, à la même date à laquelle vous avez souscrit à l’Abonnement. À cette date, votre compte bancaire est débité du montant de 19 €, 29 € ou 39 € en fonction du forfait choisi. Vous recevrez un e-mail pour vous informer de la disponibilité de votre crédit sur votre compte client.

   

  Votre crédit apparaît directement dans le panier et sur la page d'accueil après l'étape d'identification pour accéder à votre espace client. Son montant se déduira automatiquement du montant de vos achats effectués sur notre site internet, en boutique ou par téléphone. Tous les produits vendus par Nespresso sont éligibles au paiement par Crédit Club.

   

  Si le montant de votre commande dépasse celui du crédit disponible, un règlement de la différence par carte bancaire vous sera demandé.

   

  Les crédits sont valables et utilisables dans les deux (2) ans qui suivent leur dépôt sur votre compte client. 

   

  À noter que nous n'effectuons aucun remboursement des mensualités, même après résiliation, conformément au contrat.

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

• Exercise my right of withdrawal

  You can exercise your right of withdrawal for your machine subscription within the legal period of 14 days, starting from the receipt of the first order following your subscription to the subscription service (machine unused and in its original packaging).

  What steps to follow to make an online return?

  1. Log in to your account, then go to "My Account" and then "My Orders."
  2. Click on the order associated with your subscription.
  3. Below the shipping information, click on "Track Your Order."
  4. In the new tab, click on the "Return Parcel" tab and fill out the form.
  5. You will then be able to generate the return label (pre-paid). You just need to print it and attach it to your shipping box. You can follow the information provided on the downloaded page.

  Note: For in-store purchases, you can return or exchange the product by going to any store with the receipt of your purchase.

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

• Cancel my subscription

  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.

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

Accounting

• Our payment methods on our website and app

  You can pay for your order online by:
  - Credit card: Visa, Mastercard or American Express. E-cards, Maestro cards, Electron cards and non-European cards are not accepted.
  - Paypal
  - Google Pay
  - Apple Pay on the Nespresso App (iOS)

   

  For payment by bank transfer, please place your order by telephone.
  If you are an individual, mention your customer number and the order number in the reference of your transfer.
  If you are a business, send your payment details to avis.virement@nespresso.com.

   

  Please note that our shops accept Kadéos and Cadhoc cheques. However, products from the Ticket Restaurant and Tir Groupé brands are not accepted.

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

• get my invoice

  You are a private client or a company?
  You receive your invoices by e-mail at the address linked to your Nespresso account, as soon as your order is shipped. This is also the case for your in-store purchases if you have provided us with your e-mail address.
  You can view your invoices directly from your personal account by following these steps:

  

   

  Are you an administration?
  As an administration, you can find your invoices on Chorus. In case of problems with the platform or for new users, please contact us by Chat or by phone on 0800 55 52 53 (Monday to Saturday from 8am to 8pm, free calls from a landline or mobile). For a Chorus account creation, the following documents will be requested, please remember to retrieve them:
  - Intra-Community VAT number
  - Siret n° ID
  - Budget code number, service code number or entity number
  - Purchase Order No.

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

• The secure credit card payment system

  To pay online, the procedure is in three steps:
  
  Step 1: you enter your credit card details.

  
  Step 2: An identification screen appears in which you enter the code received by SMS OR you go to your bank application SECUR PASS/ SECURYPASS to validate the pending transaction Payment Step 1: You fill in your credit card details.

   

  Step 3: The confirmation message for your order will appear.

   

  If you receive an error message, please contact your bank.

   

  Note: Paypal, Google Pay and Apple Pay are also available on our website.

   

  If necessary, we can be reached from Monday to Saturday from 8 am to 8 pm by phone (free call and service of a landline and a mobile) at 0800 55 52 53 and Monday to Friday, from 8 am to 6 pm via Chat (depending on the availability of our advisors).

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

• Change my bank details on the site

  Update my credit card:
  Log in to our site and click on "my order preferences". Delete your saved card at the bottom of the page. Register the new credit card by filling in the fields provided. Finally, click on "save my preferences". To change the credit card linked to your subscription, go to "my subscriptions" section.

   

  Update my banque details (RIB):
  To change the bank account linked to the direct debit payment method, click here.

   

  Delete my PayPal account linked to my Nespresso account:
  Log in to our site and click on "my order preferences". At the bottom of the page, in the section "choose your default payment method" click on Paypal and then on the email address of your Paypal account. Finally, click on "delete account".

   

  NB: E-cards are not accepted on our site.

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

Machine Support

• ** EXCLUSIVE ** Customer Ambassadors

  Starting from April 1, 2025, and exclusively for our Ambassador customers, our after-sales service (SAV) is evolving. Several options for handling your faulty machine are now offered, with shortened repair times.

  This tailor-made offer allows you to choose from one of three solutions, at no cost, even if your machine is no longer under warranty:

  • Repair by our workshops, with a quality guarantee of 6 months on the repairs performed.

  • Exchange for a new model guaranteed for 2 years and identical to your current machine.

  • Exchange for a refurbished model guaranteed for 2 years and identical to your current machine (subject to available stock)

  Whatever your choice, you will be contributing alongside us to actions promoting the transition to a circular economy, with the repair, refurbishment, and recycling of our machines.

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

• ** Machines Original ** Compostable Collection Capsules

  Do you own a machine from the Original range and are you discovering the varieties of our Compostable Collection?Here are some tips:
  After each use, eject the capsule. Once your coffee is ready, and after a few seconds, eject the capsule by gently lifting the lever of your machine.
  In case of capsule blockage, follow the advice given here.

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

• Use my machine

  For cup length programming of your Original Nespresso machine (Pixie, Cube, CitiZ, Lattissima, Concept, Essenza Mini or Inissia):

  - Place the cup under the coffee outlet

  - Press and hold the "Espresso" or "Lungo" button.

  - Release the button once the desired amount is reached: the amount is programmed.

   

  To program your Vertuo Plus or Vertuo Next and Vertuo Pop machine:

  - Place the cup under the coffee outlet, insert a capsule, and close the lever.

  - Press and hold the "Cup" button.

  - Release the button once the desired amount is reached: the amount is programmed.

   

  For a consistently perfect coffee and to ensure the proper functioning of your machine, it is essential to descale it regularly (every 600 capsules or every 6 months). The frequency of descaling should be adapted according to the hardness of the water used and your daily consumption. Our maintenance kit is specially designed for your Nespresso machine, regardless of its range, Original or Vertuo. It contains 2 sachets of descaling solution, which you can order here for €9.90. To assist you in performing the descaling, you can find all the support videos or download the user manual here.

   

  In addition, and for Vertuo technology, we recommend performing a cleaning once a week:

  For the Vertuo Plus model, find the procedure by clicking here.

  For the Vertuo Next model, find the procedure by clicking here.

   

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

• Pricing adjustment of the eco-participation fee

  Nespresso is a member of the eco-organization ECOSYSTEM. This makes it possible to finance collection systems, the recycling of end-of-life waste and the recovery of materials.

  The law requires the eco-participation fee to be charged for any machine sold to consumers. The Ministry of Ecological Transition has decided to increase the amount of this fee. It applies to all new machines in the Original and Vertuo ranges, as well as to Aeroccinos and the Barista. Refurbished machines, however, are not affected.

  Starting from January 1, 2025, the eco-participation fee will be €1.37 including tax for machines and €0.36 including tax for Aeroccinos and the Barista. This fee is automatically added to the price of the selected item and is displayed in your shopping cart.

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

• Warranty and after-sales service price

  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 years

  The warranty does not apply to any problem related to a failure of use and/or maintenance. Our service is offered exclusively for machines sold in France (voltage 220/240V). Nespresso offers you a 6-month warranty on the repair carried out by us, from the date of receipt of your repaired machine.

  The prices of our interventions are available by clicking here.
  If your machine is not repairable, it will be integrated into the appropriate recycling system.
  If you use capsules other than Nespresso, your Nespresso System machine is a benefit from our service.

  We remind you, however, that we are not able to pronounce on the compatibility of capsules other than Nespresso. We invite you to contact your capsule supplier.

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

• Schedule and track an intervention

  To enable us to carry out a diagnosis and take care of your machine if necessary, provide you with its serial number. Tests will be carried out, so it is advisable to be close to your machine during your exchange with our experts at the free number 0800 55 52 53, reachable from Monday to Saturday from 8am to 8pm. In the event of a proven breakdown, Nespresso Assistance offers you its premium service which includes:

  -The removal and return of your machine
  -The loan of a courtesy machine to not interrupt your tastings
  -A 6-month guarantee on intervention

  The amount of interventions varies according to your status in our loyalty program (Expert, Expert or Ambassador). You can consult this information, after identification, in the section "my account" then "my membership".

  For any questions regarding an ongoing intervention, please contact us at the free number 0800 55 52 53 or via Chat (Monday to Saturday from 8 am to 8 pm).

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

Store

• Address of our Boutiques

  Our stores are pleased to welcome you in the following cities:

  Aix en Provence : 2 Place Jeanne d'Arc - 13100 Aix en Provence

  Ajaccio : Centre Commercial Grand Ajaccio Baléone - 20167 Sarrola Carcopino

  Avignon : 3 Rue Viala - 84000 Avignon

  Biarritz : 12 Place Clémenceau - 64200 Biarritz

  Bordeaux : 62 Cours de l’Intendance - 33000 Bordeaux

  Brest : 75 Rue de Siam - 29200 Brest

  Cannes : 13 Rue des Serbes - 06400 Cannes

  Dijon : Centre Commercial de la Toison d'Or, Route de Langres - 21000 Dijon 

  Grenoble : 5 Rue Felix Poulat - 38000 Grenoble

  La Rochelle : 17 Rue des Merciers - 17000 La Rochelle

  Lille :

  · 52 Rue Esquermoise - 59000 Lille

  · Gare Lille Flandres, Place des Uisses - 59000 Lille

  Lyon :

  · Centre Commercial de la Part-Dieu, 17 Rue du Dr Bouchut - 69003 Lyon

  · 4 Place des Jacobins - 69002 Lyon

  · 20 Avenue Maréchal de Saxe - 69006 Lyon

  Marseille :

  · 5 Place du Général de Gaulle - Marseille 13001

  · Centre Commercial Les Terrasses du Port, 9 Quai du Lazaret - Marseille 13002

  Metz : 9 Rue des Clers - 57000 Metz

  Montpellier : 16 Boulevard du Jeu de Paume - 34000 Montpellier

  Mulhouse : 11 Rue du Mittelbach - 68100 Mulhouse

  Mundolsheim : Centre Commercial Cora, Route Nationale 63 - 67450 Mundolsheim

  Nancy : 47 Rue des Dominicains - 54000 Nancy

  Nantes : 12 Rue Santeuil - 44000 Nantes

  Nice : 30 avenue Jean Médecin - 06000 Nice

  Noyelles-Godault : Centre Commercial Auchan, Route Nationale 43 - 62950 Noyelles-Godault

  Orléans : 21 Place du Martroi - 45000 Orléans

  Paris et Ile-de-France :

  · Marais : 29 Rue des Francs Bourgeois - 75004 Paris

  · Marché Saint Germain : 55 Rue de Rennes - 75006 Paris

  · Bac : 126 Rue du Bac - 75007 Paris

  · Gare Saint Lazare : 13 Rue d'Amsterdam - 75008 Paris

  · Opéra : 11 rue Scribe - 75009 Paris

  · Gare de Lyon : Galerie des Fresques, Place Louis Armand - 75012 Paris 

  · Gare Montparnasse : 17 Boulevard de Vaugirard - 75015 Paris

  · Passy : 1 Place de Passy - 75016 Paris

  · Centre Commercial Belle Epine : Avenue du Luxembourg - 94531 Thiais

  · Centre Commercial CNIT : 2 Place de la Défense - 92800 Puteaux

  · Aéroport d'Orly : Terminal 1 Hall 2 Bâtiment 402 1er étage - 94390 Orly

  · Aéroport Roissy Charles de Gaulle : Terminal 2F Porte 8 Niveau 2 - 95700 Roissy en France

  · Centre Commercial Parly 2 : Niveau 1 - 78150 Le Chesnay

  · Centre Commercial Carré Sénart : 3 Allée du Préambule - 77566 Lieusaint 

  · Centre Commercial Rosny 2 : Avenue du Général de Gaulle - 93110 Rosny sous Bois

  · Centre Commercial Val d'Europe : 14 Cours du Danube Serris - 77711 Marne la Vallée

  Rennes : 3/5 Rue Nationale - 35000 Rennes

  Rouen : 9 Place de la Cathédrale - 76000 Rouen

  Saint Laurent du Var : Centre Commercial Cap 3000 - Avenue Eugène Donadéï - 06700 Saint Laurent du Var

  Strasbourg : 4 Rue de la Mésange - 67000 Strasbourg

  Toulon : 27 Boulevard de Strasbourg - 83000 Toulon

  Toulouse :

  · Centre Commercial Toulouse Labège, 700 La Pyrénéenne - 31670 Labège 

  · 19 Rue Antonin Mercié - 31000 Toulouse

  Tours : 31 Rue Nationale - 37000 Tours 

  To discover the services offered and the opening hours of your store, click here.

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

• Opening of our stores on Sundays and public holidays

  Some of our stores are open on Sundays and public holidays. To find out if your preferred store is affected and to check the opening hours, click here.

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

• Nespresso Master Class Workshops

  Join our Master Class workshops offered in store and discover the world of our premium coffees and their characteristics. The opportunity also for you to live a unique experience designed around several themes, including the creation of recipes. All you have to do is choose the workshop that inspires you the most, and register by clicking here! Registration is also available in store.

   

  This service is available in our stores in Avignon, Aix-en-Provence, Rouen, Lyon (Jacobins, Part-Dieu, and Saxe), Grenoble, Parly 2, Toulouse (Labège and Mercié), Strasbourg, Lille Flandres, Nantes, Biarritz, Bordeaux, Cannes, Paris (Rue de Rennes, Rue du Bac, Rue Scribe, Place de Passy, and Gare Saint-Lazare), CNIT La Défense, Carré Sénart, Montpellier, Marseille (Charles de Gaulle and Terrasses du Port), Nice (Cap 3000 and Masséna), Metz, Toulon, Orléans, and Rennes.

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

• Use Cadhoc and Kadéos vouchers in our stores

  Cadhoc and Kadéos cheques are accepted in our stores in Aix-en-Provence, Avignon, Biarritz, Bordeaux, Cannes, Grenoble, Le Chesnay Parly 2, Lieusaint Carré Sénart, Lille Esquermoise, Lyon Part Dieu, Lyon Jacobins, Lyon Saxe, Marseille Terrasses du Port, Marseille de Gaulle, Metz, Montpellier, Mulhouse, Mundolsheim, Nantes, Nice, Paris Bac, Paris CNIT, Paris Marais, Paris Opéra, Paris Passy, Paris Marché Saint Germain, Paris Gare Saint Lazare, Rennes, Rouen, Saint Laurent du Var Cap 3000, Strasbourg, Toulon, Toulouse Labège, Toulouse Antonin Mercié, and Tours.

   

  However, Group Drive vouchers and restaurant tickets are not accepted.

   

  To find out the opening hours of our stores and the services offered, click here.

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

• Return a product in-store

  You can withdraw within 14 days from receipt of the product for products purchased in store by going to any Nespresso store, with the corresponding receipt.

   

  Return conditions:
  For health and safety reasons, only unused products will be taken back, properly protected, in their original packaging, in perfect condition, suitable for resale, accompanied by all possible accessories, instructions for use and documentation as well. as the corresponding invoice.

   

  To find the addresses of our stores and their opening hours, click here.

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

Orders & order follow up

• What options are available for delivery?

  Several options are available for the delivery of your order (mainland France and Monaco). The shipping cost is indicated based on the contents of your basket and the delivery method you choose.
  Free standard delivery is available for:
  Pickup at a collection point within 2 to 4 working days for the purchase of accessories, a machine, or from 50 capsules, regardless of the range (Original, Vertuo, or Compostable Collection). Our partners are Colissimo and Mondial Relay
  Home delivery within 2 to 4 working days via Colissimo Domicile for the purchase of a machine or from 100 Original, Vertuo, or Compostable Collection capsules (from 50 capsules for our Ambassador customers or customers subscribed to the recurring order service)
  Free pickup in a Nespresso Boutique "Click & Collect" is also possible within 1 hour (depending on days and opening hours). You can check the list of the Boutiques that offer the Click & Collect service here.
  For express delivery, you can select the Nespresso Your Time or Chronopost services and receive your package within 1 to 2 working days or by appointment, depending on your location. The participation in shipping costs and the delivery date will be indicated after you have chosen your preferred delivery method.
  For optimal delivery conditions, the 10 digits of your mobile phone number must be entered (without spaces) at the delivery step on our website/application. Example: 0612345678 or 0712345678. If you have a standard mailbox, it can accommodate your package up to 250 Original or 90 Vertuo capsules.

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

• Why do I now have to pay shipping costs when I never paid them before?

  We have chosen to offer free home delivery to our Ambassador customers and our Nespresso Coffee Subscription customers (minimum order of 50 capsules). For other orders, free home delivery is available from 100 capsules. To discover our new Coffee Subscription and all its benefits, including a 10% discount on all selected coffees and free home delivery, click here.

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• Complete my order

  You can order our coffees, machines and accessories on our website, on the Nespresso mobile App, by phone at the toll-free number 0800 55 52 53 or in one of our boutiques (depending on the availability of the chosen references). To guarantee an optimal delivery, the minimum number of capsules to order is 50, whatever the desired range (Original, Vertuo or Compostable Collection). This does not apply to your orders placed in the Nespresso boutiques. You can mix different ranges of capsules on a single order.

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• I want to return products of my order
  Return conditions:

  Within 14 days of delivery.

  For health and safety reasons, only unused products, properly protected, in their original packaging, in perfect condition, suitable for resale, accompanied by any accessories, instructions for use and documentation as well as the corresponding invoice.

  How to make an online return?

  Log in to your account, then go to "My Account" and then "My Orders"

  Click on the order you wish to return to us

  Below the shipping information, click on "Track Your Order"

  In the new tab, click on the "Return Package" tab and fill out the form

  You will then be able to generate the shipping label (already prepaid). Please print it and attach it to your shipping box. You can follow the information provided on the downloaded document.

  For in-store purchases:

  Please make the return or exchange by going to any store, with the receipt for your purchase.

  For purchases from a partner:

  Please contact the store concerned to find out the terms of withdrawal.

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• Get a refund on an order
   

  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 account

   

  After 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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• Set up a recurring order

  A recurring command is one that automatically triggers itself at the selected frequency.

   

  To create a recurring order, go to your online account by clicking here.

   

  Let us guide you step by step to define your favorite coffees, quantity, frequency as well as delivery and billing details. This service is free and without obligation.

   

  You can change or intervene on your order at any time in your customer area.

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The Nespresso Club

• ** New benefits ** Exclusive to our Ambassador customers

  Good news for our Ambassador customers! New benefits are reserved for you as part of the Nespresso loyalty program:

  - A 15% discount on the purchase of a new machine from the Original or Vertuo range, valid once a year, within 12 months of your last purchase of a machine.

  - Free home delivery via Colissimo for orders of 50 capsules from the Original or Vertuo range.

  Starting from January 2, 2025, the Nespresso anniversary box will be exclusive to Ambassador customers (the box will be replaced on March 13 by a box of our Café Joyeux for customers using the Original range). Additionally, a new after-sales service (SAV) will be available starting April 1, 2025, with several options for handling your faulty machine. For more information, please refer to the 'Machine Assistance' section. Café Joyeux case for our customers using the Original Line's capsules.

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

• Evolution of our loyalty program

  Starting from March 13, 2025, the discovery box offered to our Original range customers for their Nespresso anniversary (reserved exclusively for our Ambassador customers) will be replaced by a case of our Café Joyeux. Additionally, starting April 1, 2025, our Ambassador customers will exclusively benefit from our new after-sales service (SAV) and can choose from several options for handling their faulty machine. You can find your status as a Nespresso Club Member and all the benefits reserved for you in your personal space (under the 'My Member Status' section).

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

• The Nespresso Loyalty Program

  To thank all our Nespresso Members, we offer a loyalty program that can be activated automatically upon your first order of coffee capsules from the Original or Vertuo range.

   

  Depending on your capsule consumption, you can progress from one status to another and benefit from exclusive advantages:

   

  - Connoisseur: You become a Connaisseur from your first order of capsules
  
  - Expert: 500 to 1000 capsules purchased over 1 year. You then get -15% on your orders of accessories and delicacies as well as the premium service package
  
  - Ambassador: From 1,000 capsules purchased over a period of one year. You can enjoy the benefits of the Experts and Connoisseurs status and receive 15% off the purchase of a new machine from the Original or Vertuo range, valid once a year, within 12 months of your last machine purchase.

   

  You can find all the benefits detailed by status here.
  
  Did you know? You can download your Nespresso loyalty card on your mobile phone thanks to Captain Wallet.

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• How do I know my loyalty status
  You can find your loyalty status in “my account” then “My member status”.

  Also find your benefits by clicking on the gift icon at the top right of the menu.

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Recycling

• Our societal and environmental commitments

  To find all our commitments and responsible initiatives, visit our Nespresso Agit website.

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

• The Nespresso AAA Program

  The Nespresso AAA Program was launched in 2003, in collaboration with Rainforest Alliance, one of the major NGOs in the field of environmental protection. This program combines Nespresso's expertise in premium coffee with the NGO's know-how in sustainable development.

  It stands out for its unique approach aimed at sustaining the very high quality of green coffees required to create Nespresso coffees, while preserving the environment and improving the living conditions of coffee farmers. More than 150,000 coffee farmers from 18 countries have already joined the program.

  To learn more about our actions and commitments in this area, click here.

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

• 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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• Recycle my used aluminum and paper capsules

  Ten years ago, Nespresso initiated the Alliance for Aluminium Capsule Recycling (ARCA). Today, several options allow you to recycle your aluminium capsules. You can drop them off:

  - one of our stores; 

  - more than 1,300 waste sites; 

  - collection bins in large and medium size stores;

  - your selective waste bin. To find out if your municipality is affected, click here and enter its postal code or name. It will then be visible on the yellow background of the map. 

  Did you know?! 94% of Nespresso customers have a recycling solution close to home for their aluminium capsules.

  Your used paper capsules, on the other hand, are compostable at home or in a shared composting site. To find a list of composting sites near you, click here. The paper-based bag is to be placed in your sorting bin.

  Find all our commitments and responsible initiatives on our Nespresso website.

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

• Our Fairtrade certified coffees

  In addition to our AAA-labelled coffees, we offer two Fairtrade-labelled coffees:

  Master Origins Indonesia: organic, Fairtrade and AAA certified.
  This 100% Washed Arabica from the Original range is characterized by intense and woody notes and highlights the unique know-how of coffee farmers in Sumatra.

  Master Origins Colombia: Fairtrade and AAA certified.
  This variety of the Vertuo range combines the richness of the terroir with the mastery of the know-how.
  This combination gives rise to a balanced coffee (neither too sweet nor too full-bodied), with fruity notes of flowers.

  Fairtrade is an international movement that supports producers through fair and sustainable trading practices. Fair trade is a partnership based on dialogue, transparency and respect, the objective of which is to achieve greater fairness in world trade.
  It also contributes to sustainable development by guaranteeing the basic rights of producers and better remuneration, improving their living conditions and those of their communities while preserving the environment.

  To learn more about the AAA Nespresso program, click here.

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

• The Nespresso agroforestry programme

  Thanks to agroforestry, Nespresso helps protect and enrich ecosystems and compensates for CO2 emissions generated by coffee cultivation.

  Since 2003, Nespresso and its partners – the NGO Rainforest Alliance and the social enterprise PURE Project – have been encouraging coffee farmers to plant trees from local species on their farms.

  These trees improve soil fertility and irrigation, reduce erosion, promote biodiversity… Farmers benefit from technical assistance and additional income from the sale of wood or harvested fruits.

  To learn more, visit our Nespresso Agit website.

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

• Nespresso’s actions regarding the machines

  Since 2011, all our machines automatically stop after 9 minutes of inactivity and after 2 minutes for the 2022 models, which has contributed to a 20% reduction in the carbon footprint of a cup of Nespresso coffee. They all have an auto-off feature.

  We conduct remote diagnostics to optimize technician travel and reduce the carbon footprint.

  We repair all our machines, just contact us on 0800 55 52 53. We lend you another reconditioned machine during the repair period, and we add a 6 month warranty to your repaired machine.

  All machines that are no longer repairable are either recycled or reconditioned. Each part is sorted to be directed to the correct recycling circuit.

  We are committed to the circular economy of our machines. We repair, recondition and recycle our machines. We are fighting against the planned obsolescence of our machines.

  To find all our commitments and responsible initiatives, visit our Nespresso Agit website.

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

• Our choice of aluminium for the capsules

  We chose aluminum because it is one of the best known materials to date, able to preserve all the aromas of your coffee for a long time. It protects the product from air, light and moisture and ensures a constant quality.

  Ten years ago, Nespresso started recycling aluminium capsules and today more than 90% of our customers have a collection solution close to home.

  We act to ensure that all our capsules Original and Vertuo are made of 80% recycled aluminum.

  Coffee grounds are composted and aluminium is remelted to make new objects, such as bicycle frames and cans.

  Aluminium is the third most common natural element on earth after silica and oxygen. It is found in soils and therefore, it is present in many agricultural products.

  It is also found naturally in products such as water (less than 0.1 mg/l), dairy products (0.001-0.007 mg/l), peanuts (0.124-0.322 mg/100 g) and tea (1 mg/cup).

  The daily dose of aluminum from a normal diet is 6 mg/day for a child and 9-12 mg/day for an adult. When ingested, it is naturally excreted by the kidneys.
  The coffee is not in direct contact with the aluminium of the capsule because it is protected by a thin film of food lacquer inside it. This film acts as a barrier and separates the coffee grounds from the aluminium.

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Capsule purchase from abroad

• Order my capsules in the DROM-COM
  Nespresso France delivers its products only in mainland France. 

   

  To receive them in the DROM-COM, we invite you to get closer to our shops and local agents (section below "Contact your local agents present in the DROM-COM"). You can also order your coffees via the websites dedicated to DROM-COM: Guadeloupe, Saint-Barthélémy, Saint-Martin, Martinique, French Guiana, Réunion, Mayotte.

   

  You will be able to benefit from the following:

   

  - Delivery of your orders within 24 to 48 hours*, with tracking. The packages are prepared and shipped on site, thus we participate in the local economy and reduce the carbon footprint.

   

  - The elimination of customs fees and reduction in shipping costs.

   

  - Commercial offers throughout the year set by our local agents. 

   

  The prices offered for Nespresso products in DROM-COM are those applied by our local agents. They include all taxes (sea tax) and transport costs inherent in trade overseas. 

   

  *see conditions according to market

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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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• Delivery of orders in Hub Armées

  Nespresso France offers delivery of products from the Original range to the Armed Forces Hub. In this case, your delivery address must mention a postal code of 00100 or 00200. Your orders must be placed on our website only.

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