Top 5 FAQ
Nespresso provides a full, comprehensive service to our customers who are experiencing technical difficulties with their machines.
Our specially trained Assistance Service Team are available between 7am - 10pm, 7 days a week on our freephone number 0800 442 442 (UK) / 1800 812 660 (ROI). 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 £59 / €91.02 for manual machines, and £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.
- Detailed repair report explaining all work carried out and any parts that have been replaced.
- Return of your machine directly to you.
- 6 month limited repair warranty covering any work carried out.
For active members of "Nespresso and You" we also offer:
- Use of a free loan machine to borrow for the duration of repair. (Please note the loan machine is not like for like and will not have a milk function. The loan machine is subject to availability)
In the case where a repair is necessary, we can arrange collection of your machine from any address of your choice, Monday to Friday. To further facilitate the ease of collection of your machine we also provide a choice of time periods allowing you to choose the one best suited to you
To speak to one of our Coffee Specialists, please use freephone number 0800 442 442 (UK) / 1800 812 660 (ROI). They are available on this number between 7am - 10pm, 7 days a week.
Alternatively, please click here to view our Contact Us Page, for email and Livechat options.
If you find something is missing, damaged, or incorrect in your order, please contact us as soon as possible, no later than 2 months from delivery, and a refund or exchange will be arranged. Your legal rights regarding defective products (those faulty or mis-described) are not affected by your rights of return and refund or our General Conditions of Sales.
Nespresso recommends you descale your machine on a regular basis, every 3 months or every 300 capsules (whichever comes first). Over time, water used during brewing may cause internal mineral build up, which can affect the flow, temperature and overall performance of your machine.
Each Descaling Kit contains two packs of solution and are availale to purchase online or over the phone.
Next Day Delivery:
UK Mainland only – delivery the following day (Monday to Saturday) for orders placed by 8pm the previous working day. For first time customers, delivery may take 1-2 days.
Priced at £4.95 / €5.95, or free when ordering 100 or more capsules, or a coffee machine. If your chosen delivery address is eligible for Next Day Delivery, it will appear in the delivery options at checkout. Signed for service unless opt out box is ticked.
Republic of Ireland & Northern Ireland - delivery within 2-4 days (Monday to Friday) for orders placed by 11am the previous working day
Scottish Highlands and Islands, Scilly Isles, Isle of Man, Isle of Wight and Channel Islands – delivery within 2-5 days (Monday to Saturday) for orders placed by 8pm the previous working day
Priced at £4.95 / €5.95, or free when ordering 100 or more capsules, or a coffee machine. Signed for service unless opt out box is ticked.
Express Delivery: *currently not available
Guaranteed next day delivery before 12pm Monday to Friday, for orders placed by 6pm the previous working day. A signature is required upon receipt. UK Mainland only.
Express Delivery is not available for Northern Ireland, Scottish Highlands and Islands, Scilly Isles, Isle of Man, Isle of Wight or Channel Islands. You can find a full list of ineligible postcodes here.
Priced at £9.95, but reduced to £4.95 when ordering 100 capsules or more.
Saturday Delivery: *currently not available
Guaranteed Saturday delivery for orders placed by 6pm on Friday. UK mainland only. A signature is required upon receipt.
Saturday delivery is not available for Northern Ireland, Republic of Ireland, Scottish Highlands and Islands, Scilly Isles, Isle of Man, Isle of Wight or Channel Islands. You can find a full list of ineligible postcodes here.
Priced at £6.95 but reduced to £3.46 when ordering 100 capsules or more.
Guaranteed Sunday delivery between 9am and 5pm, with a pre-notified one hour delivery window. Orders must be placed by 12pm on Saturday. UK mainland only.
Sunday delivery is not available for Northern Ireland, Republic of Ireland, Scottish Highlands and Islands, Scilly Isles, Isle of Man, Isle of Wight or Channel Islands. You can find a full list of ineligible postcodes here.
Priced at £8.95 or half price (£4.45) for orders over 100 capsules. If you are not home to receive your order, you can request that the driver leaves it safe or with a neighbour by responding to your email/SMS notifications.
Nespresso Your Time: *currently not available
Available to selected postcode areas in London, Manchester, Bristol and Edinburgh. If you are eligible then it will automatically appear within the delivery options when placing your order. We offer two different options within this category:
1. Same Day Delivery - Allows you to receive your order the same day (if you place your order prior to the cutoff time for the specific timeslot you have chosen) This delivery option is £13.95, and is half price when ordering 100 capsules or more.
2. Nominated Day Delivery – Allows you to pick both the date and a timeslot for your delivery (providing the order is placed prior to the cut-off time for the specific date and timeslot you have chosen). This delivery option is £11.95, and is half price when ordering 100 capsules or more.
We recommend that you click on the 'Learn More' button to read the terms and conditions attached to the delivery option you have selected at the point of ordering to ensure that your parcel is delivered within the timeframe you are expecting.