Top 5 FAQ
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To speak to one of our Coffee Specialists, please contact us here or on freephone 0800 442 442 (UK) / 1800 812 660 (ROI). The team are available Monday-Friday 8am-6pm, and Saturday 9am-4pm.
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Nespresso provides a full, comprehensive service to our customers who are experiencing technical difficulties with their machines. Should this information not be available online, please contact our Coffee Specialists here.
Please ensure that you are with your machine at the time of calling. We provide troubleshooting for all models of Nespresso machines, using our in-depth knowledge of the technology to diagnose the problem and assist you in finding the best solution for your machine. Nespresso are also able to provide removable spare parts for most models.
You might also find our range of machine care videos helpful - you can watch them here.
In the case that a repair is required for your machine, Nespresso provides an unparalleled Assistance Service Programme.
Within the warranty period, if a valid receipt can be provided, this service is free of charge. If you cannot provide a receipt, this same service is still available for a flat fee of £79 / €116.43 for automatic machines.
This service provides:
- Collection of your machine from an address of your choice.
- Comprehensive diagnosis and repair of your machine.
- Return of your machine directly to you.
- 6 month limited repair warranty covering any work carried out.
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We're currently aware of a delay to some of our UK orders and are extremely sorry for any inconvenience this may cause. We aim to keep you updated by email of any delays to your parcel. Please allow 2-6 working days and contact us if your order has not arrived by this time.
If you find something is missing, damaged, or incorrect in your order, please contact our Coffee Specialists here, no later than 2 months from delivery, and a refund or exchange will be arranged. Your legal rights regarding defective products (those faulty or miss-described) are not affected by your rights of return and refund or our General Conditions of Sales.
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There is no minimum term for Nespresso Plus. You can cancel this online, with our Coffee Specialists here or be sending an email confirmation to one@nespresso.com or using the “Cancel” button in “My Account”.
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Once your order has been placed and processed by our warehouse, you will receive an email from nespresso@metapack.com. This will contain your order number and a link to our tracking site. You can also visit the tracking site directly by clicking here. Please wait 24 hours after placing your order for your tracking status to be updated.
If for any reason you don't receive an email, you can locate your order number from 'My Orders' when logged in online. Please note that your order history does not provide up-to-date tracking information for your parcel.
If your parcel is not yet trackable, please be assured that it will be on its way to you as soon as possible.
This system will allow you to track and trace your Nespresso delivery. We are unable to provide an exact time slot of when your parcel will be delivered. If you have any queries or need any assistance with tracking your order, please contact our Coffee Specialists here.
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