Frequently asked questions

Our Coffee Specialists are available to advise you on your coffee selection, and to ensure easy ordering and convenient delivery that is tailored to your needs.

Call us for free, or click online whenever you want, or visit us in any Nespresso Boutique. Benefit all year round from free delivery with purchasing HK$500 or above. Nespresso Coffee are available:

1. By phone, via our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) from 08:00am to 10:00pm.
2. On our website at www.nespresso.com (please select Hong Kong as location of preference).
3. Via our mobile applications, which you can download on your mobile devices.
4. Via our boutiques at the following addresses:

• Nespresso Boutique in IFC
  Shop 1058, Podium Level One, IFC Mall, No. 8 Finance Street, Central, Hong Kong
• Nespresso Boutique in Festival Walk
  Shop LG2-70, Festival Walk, 80 Tat Chee Avenue, Kowloon Tong, Hong Kong
• Nespresso Boutique in Yoho Mall
  Shop 1056, Level 1, Yoho Mall 1, No.8 Long Yat Road, Yuen Long, Hong Kong
• Nespresso Boutique in AIRSIDE
  Shop 219&224, Airside, 2 Concorde, Kai Tak
• Nespresso Boutique in apm
  Shop UC-20, apm, 418 Kwun Tong Road, Kwun Tong, Kowloon, Hong Kong
• Nespresso Boutique in Elements
  Shop 1089B, ELEMENTS, 1 Austin Rd W, Tsim Sha Tsui, Hong Kong

**For boutiques' operating hour, please click here.

It is not our intention to begin selling in supermarket chains.

Nespresso's unique business model allows us to ensure quality throughout the entire value chain, maintain direct communication with Nespresso & You members, and implement our sustainable development practices from coffee bean cultivation to the coffee-making process.

Nespresso releases at least one Limited Edition coffee to offer its members a new and exciting intense experience every year.

Limited Edition coffees are made from carefully selected high-quality coffee beans, with a limited harvest and procurement quantity. Therefore, they are only available in limited quantities during a specified period.

The calorie content in an espresso cup is negligible. There are 1260 Kj (300 Kcal) in 100 grams of roasted and ground coffee. Nespresso Espresso capsules contain an average of 5.5 grams of coffee, and Lungos contain around 7 grams.

The fact that the ground coffee is dissolved in water means that a cup of coffee contains even fewer calories. A 40 ml Espresso contains around 0.6 calories, and a 110 ml Lungo contains around 1 calorie.

The caffeine content depends on the Nespresso coffee and is defined by the proportion of Robusta coffee ground in the blend (Robusta containing more caffeine than Arabica) and the "grammage" of coffee per capsule.

For Original range, it contains between 40 to 130 mg of caffeine, excepted for the decaffeinated one.

• The Ristretto range (25ml) varies from 40 to 120 mg caffeine per cup.
• The Espresso range (40ml) varies from 50 to 130 mg caffeine per cup.
• The Lungo range (110 ml) varies from 70 to 110 mg caffeine per cup.
• The Decaffeinato range contain 2 to 4 mg caffeine per cup

For Vertuo range, it contain between 60 and 200 mg of caffeine per cup, except for the decaffeinated ones.

• The Espresso range (40 ml) varies from 60 to 150 mg caffeine per cup.
• The Double Espresso range (80 ml) varies from 130 to 160 mg caffeine per cup.
• The Gran Lungo range (150 ml) varies from 120 to 200 mg caffeine per cup.
• The Mug range (230 ml) varies 130 to 200 mg caffeine per cup. Half Caffeinato is an exception as it is a blend of regular Arabica coffee and decaffeinated coffee and contains 90 mg caffeine per cup.
• The Alto range (414 ml) varies from 160 to 200 mg caffeine per cup.
• The Decaffeinated range varies from 4 to 12 mg caffeine per cup.

For Professional range, it contains between 50 to 100 mg of caffeine, except for the decaffeinated one.

• The Ristretto range (25ml) varies from 50 to 100 mg caffeine per cup.
• The Espresso range (40ml) varies from 60 to 80 mg caffeine per cup.
• The Lungo range (110 ml) varies from 70 to 100 mg caffeine per cup.
• The Decaffeinato range contain 2 to 4 mg caffeine per cup

There is no link between 'intensity' and caffeine level. Caffeine is a colorless and flavorless substance that is released on contact with water. The more water is added to the coffee, the more caffeine it will contain. The Nespresso coffee “intensity” is determined by the following:

Body – the thickness and texture of the coffee in the mouth. The coffee with a strong body will be mellower; on the contrary, the coffee with a light body will have a lighter texture.

Bitterness – the Nespresso coffee with higher intensity will have a higher level of bitterness, similar to the bitterness of dark chocolate and roasted cocoa beans.

Degree of Roasting – the degree to which the coffee beans were allowed to roast is one of the key factors that dictates the aromatic profile of the coffee.

All in all, the higher the Nespresso coffee “intensity” is, the higher the body thickness, bitterness and degree of roasting the coffee has.

All decaffeinated product is tested and must legally contain around 0.03% residual caffeine. Caffeine content is checked in green coffee, in roasted coffee and in the finished product. Decaffeinated coffee contains 2 to 12 mg caffeine per cup.

Nespresso removes over 99.9% of the caffeine from green coffee by using two different methods. In the water decaffeination process, green coffee beans are soaked in hot water in order to dissolve the caffeine. In the carbon dioxide method, the green coffee is soaked in water after which carbon dioxide (one of the key constituents of air) is used to extract the caffeine.
Both methods are completely safe for coffee drinkers. The processes respect the environment and the coffee bean’s true nature, allowing us to maintain the strength, variety, and richness of the aromas. The decaffeinated Nespresso varieties undergo the same quality control applied to all Nespresso coffee.
The residual caffeine content in Nespresso decaffeinated blends is below 0.1%, in accordance with all regulatory requirements.

Nespresso capsules are hermetically sealed in order to maintain the coffee at its absolute best. As a result, the coffee in the capsule is kept fresh for at least a year after production.
Nespresso guarantees a shelf life of at least 2 months upon delivery of coffee capsules. You can test the freshness of a capsule by gently pressing the silver membrane. If it offers resistance, the capsule can still be used. Production and best before date can be found on every sleeve.

The date shown on the packaging is a "Best Before Date"

• Which means that the optimal organoleptic proprieties of the product are guaranteed until this date.
• The product can still be consumed after this date.

No. None of the Nespresso coffee or Variations contains allergens such as gluten, lactose, or nuts. The 37 Nespresso coffee contain 100% coffee and are hermetically sealed in order to prevent exposure to air and moisture. Terms such as malt, milk or cocoa refer to the aromatic profile that naturally occurs in the bean, and do not refer to physical elements within the capsule.

Variations are 100% allergen-free. They are based on the Livanto and are enriched with natural aromas with no added sugar and preservatives.
However, we suggest that it would be best to consult your family doctor before trying Nespresso.

Scientific evidence suggests that pregnant or breastfeeding women can safely consume moderate amounts of coffee (equivalent to daily intake of less than 200mg of caffeine).
If you have any concerns about potential coffee allergies, we recommend consulting with your doctor.

Moderate consumption of coffee does not pose any risks to human health and is considered part of a balanced lifestyle for adults. We recommend consulting local government agencies for information on caffeine and health.

Among all materials that we have examined, aluminium has been singled out as best in terms of protecting the freshness and aromas of our coffees, all the while interacting with our machines in such a way as to consistently produce the high quality-coffee that our consumers have come to expect. On top of that, aluminium also has the unique advantage of being infinitely recyclable.
The use of aluminium eliminates the need for any additional packaging or overwrap to protect the freshness of coffee, combined with its light-weighted nature, are environmental advantages from both the logistics perspective and sustainability perspective.
Aluminium ensures optimal protection from air and light to conserve freshness over time. Nespresso aluminium capsules are coated with a food-grade lacquer to prevent any contact between the aluminium and the ground coffee.
Aluminium is also a material that can be infinitely recycled without losing any of its properties (approximately one-third of the global demand for the material. By the end of 2022, up to 80-85% of Nespresso's Original and Vertuo coffee capsules will be made from recycled aluminum).
Coffee grounds can also be recycled in various ways, such as being used as natural agricultural fertilizer or as a source of energy for power or heating systems. In Hong Kong, the used coffee grounds are composted and used as fertilizer in some local farm.

Nespresso's foremost priority is sourcing the highest quality coffee beans and providing exquisitely unique espresso blends to our members worldwide. At this time, we do not have any plans to add tea or hot chocolate-related capsules to our regular coffee capsules selection. We do offer Limited Edition and flavoured Variations blend each year.

You can find all of the various coffee machines for offices on our professional website. You can compare different models and choose the one that suits your company’s needs best. You can also request a demonstration online. If you need any additional information, you can complete the online form and send your request to us or contact our Coffee Specialists by phone on 8101 1183.

NESPRESSO & YOU is our new way of caring for you, with a series of benefits and rewards for all our members. Progress through the membership tiers to enjoy more benefits with us, either through your time with us (seniority) OR be accelerated up the tier by reaching the indicated consumption level.

You are automatically enrolled into this program when you make a coffee purchase with your Nespresso account, directly from Nespresso Boutiques, Nespresso Online Boutique, Nespresso Trade Points, Mobile Application, or our Customer Service Hotline from 08:00am to 10:00pm.

Only paid capsules purchased under your account directly from Nespresso account, directly from Nespresso Boutiques, Nespresso Online Boutique, Nespresso Trade Points, Mobile Application or our Customer Service Hotline are considered.

If you joined Nespresso in March, your consumption (based on your purchase) will be calculated from March to February of the following year.

Yes, all of your paid capsule orders from Original or Vertuo line are taken into account to define your membership tier.

Seniority is the number of consecutive years that you have purchased Nespresso capsules, and starts from Year 0. To maintain your seniority, you will need to make at least 1 coffee purchase during each membership year.
If you joined Nespresso in March, your membership year would be defined as March to February of the following year. Seniority resets when you have not purchased capsules for the past 12 months.

Log in to find your status in the 'My Member Status' section here. You can find more information on your membership, such as your current seniority and consumption levels, your current benefits, as well as how to upgrade to the next tier.

You can also opt-in to our email communications to keep up-to-date with your membership status and benefits here.

1. If you have upgraded your tier based on seniority, the changes will take effect at the start of your new membership year.
2. If you have upgraded through the consumption level, your new status will be reflected 1 day after you receive your coffee order.
3. All downgrades will happen at Anniversary month, excluding membership recalculation due to order cancellation.

For the list of benefits, you can visit here, or log in to find your status in the 'My Member Status' section here.

Yes, there is no change to your account details. The only difference is you now have a NESPRESSO & YOU tier status linked to your account.

You will drop out of the program if you have not purchased any coffee in the past 12 months of your membership year.

Your status will reset to Connoisseur if you make a coffee purchase after the 13th month.

This benefit is only available to Expert and Ambassador Members.

We have collaborated with our restaurant and hotel partners to bring you unique offers when you visit them. For the latest information, please visit our page here.

This benefit is only available to Expert and Ambassador Members.

Private sales of rare and exclusive coffees are made available exclusively to Expert and Ambassador Members.

This benefit is only available to Ambassador Members.

You will recieve a surprise gift upon any purchase within your Nespresso Anniversary month or the following 2 months thereafter. (e.g. If your Anniversary is in April, you will receive a surprise gift upon any purchase from April to June) . You will not be able to receive your reward if you do not place an order during this period. This reward is only available to be redeemed once a membership year.

You can enjoy these benefits as long as you remain in your membership tier. Other terms and conditions, such as the number of redemptions in each membership year and redemption period, still apply.

The counting started with each Anniversary of membership and for paid capsules only (not the capsules you get for free). Each Member is entitled to maximum 1 free descaling kit in a membership year. On each Anniversary of membership, the number of capsules purchased is reset to zero and the counting of capsules restarts.

This benefit is only available to Expert and Ambassador Members.

The discount will be automatically applied to the first eligible order during membership year. If it does not work, you may have used it already during your current membership year, or there may be other promotional accessories in the same cart. This discount is not valid for Aeroccino Collection Milk Frother, Food & Bites, items currently on sale or items priced equal to or below HKD 60.

For more information, please contact us via our Customer Service Hotline 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm.

This benefit is only available to Expert and Ambassador members.

The discount will automatically apply to the first eligible order during membership year. If it does not work, you may have used it already during your current membership year. This discount is only valid for Gran Lattissima and Creatista Plus coffee machines.

For more information, please contact us via our Customer Service Hotline 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm.

(Applicable to Nespresso mobile application)
Please go to the "Account" and click on "Login." Then, click on "Create an account" and enter your personal information. After indicating whether you would like to receive our latest news and offers, your account will be successfully created, and you can proceed to "Quick Order" to purchase products.
After registration, you can view your membership account number on the personal information page.

(Applicable to Nespresso official website)
Click on "Please log in to your account" in the top right corner of the page, then click on "Register now" and enter your personal information. After completing the information, your account will be successfully created. Please indicate whether you would like to receive our latest news and offers. Click on "Continue" and proceed to register your (new) coffee machine by selecting the machine model and entering the serial number, purchase date, and purchase channel. (If you prefer to do this step later, you can click on "Skip coffee machine registration".) You can then proceed to "Quick Order" to purchase products.
After registration, you can view your membership account number on the personal information page.

If you are unable to edit your account or receive related links, please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the live chat or email (club.hongkong@nespresso.com).

(Only Applicable to Nespresso mobile application)

Please go to "Account" and click on "Login." Then, click on "Create an account" and enter your personal information. After that, select "Yes, I have a Nespresso Club membership number" and enter your membership number to complete the registration.

If you are unable to create an account with your membership number, please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the online chat or email at club.hongkong@nespresso.com.

Please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the online chat or email at club.hongkong@nespresso.com.

If you have forgotten your password or would like to amend it, you can click on the link “forgot your password?”.

This allows you to request a new password via email*.

* Please note that the reset password link only valid for 72 hours.

This may indicate that you are not a Nespresso member yet. In this case, please click on "Register" and write down your personal information.

To change your email address, you need to log in to your account on the Nespresso official website. Click on "My Account" then "My Profile" to modify your personal information. You can enter your new email address there. Alternatively, you can also use the "Edit My Profile" within the Nespresso mobile application to change your email address.

Your Nespresso membership number is created when you place your first order via www.nespresso.com, when you have registered via Nespresso on the phone or in one of our Boutiques. Your membership number can be found on any of our invoices and is also displayed on the first page when you log in on your account at www.nespresso.com.

If you are unable to find your membership number, please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the online chat or email at club.hongkong@nespresso.com.

You can amend your address via your online account. Once you’ve logged in via www.nespresso.com, click on the “My Account” option at the top of the screen. You will then be taken to a webpage where you can find your personal details..

Select the option “My personal Information” and click on "Change my address". You can add a new or amend an existing address via the option "My Addresses".
Alternatively, you can amend your address while placing an internet order. When placing your order, you are provided with an order details and delivery address after you click on "Proceed to checkout". The delivery and invoicing address(es) are given at the top. You can click on the button "Edit" to amend an existing or "Choose another delivery address" to add a new address.

An error has occurred in your account.
Please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the online chat or email at club.hongkong@nespresso.com.

This code relates to invalid payment information regarding your credit card or debit card. Please verify your card information or contact Nespresso at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the online chat or email at club.hongkong@nespresso.com.

You are not registered on www.nespresso.com as residing in Hong Kong. Please click on the small flag in the bottom left corner of the window and select Hong Kong.

This code relates to payment information regarding your credit card or debit card. Please verify your card details or contact Nespresso at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the online chat or email at club.hongkong@nespresso.com, and our Coffee Specialists will be able to assist you.

The email/password which you have provided are not valid for the current store. You have registered your email address in another country.

You can benefit enjoy Nespresso free delivery service with minimum HK$500 spent or benefit from free Pick-Up Point service (SF locker) upon spending HK$200 online.

Nespresso provides delivery service to Hong Kong and Macau areas.

Hong Kong

In Hong Kong, Nespresso's Express Delivery (Nespresso Your Time) service is available from 9am to 9pm daily, including public holidays. You can choose from 3 delivery time slots, up to 7 days in advance*:

Choose from 3 delivery time slots *, up to 7 days in advance:

• 9am – 1pm
• 1pm – 5pm
• 5pm – 9pm

*Delivery time slots are subjected to availability and exclude No-Go zones.

Availability varies subjected to changes under certain circumstances. You may select the available time slot as shown for your express delivery.  Please note that signature is required upon delivery. Re-delivery will be arranged at a later date if the first delivery is not successful.

SF Locker pick-up points service (only available in Hong Kong)

Choose “SF EXPRESS Pick Up Points” as delivery method and select any available pick up points. Your parcel will be ready for collection within 3 - 5 working days (subject to SF locker availability). Please follow the instructions in the SMS/SFHK App notification to pick up your parcel.  If parcel not being collected within 24 hours upon SF Express sent out SMS/ SFHK App pick up notification, there's SF retention service fee to be applied.

Macau

In Macau, Nespresso's Express Delivery (Nespresso Your Day) service is available from 09:00-18:00 from Monday to Saturday, excluding Sunday and Macau Public Holidays. You may select the delivery date up to 4 to 6 days in advance; or choose Standard Delivery service, which will arrive within 3-5 days.

Availability varies subjected to changes under certain circumstances. You may select the available date as shown for your express delivery.  Delivery team will call the recipient in advance for prior delivery arrangement.  Besides, signature is required upon delivery. Re-delivery will be arranged at a later date if the first delivery is not successful.

In Hong Kong, any order placed after 5:00pm will be processed and delivered the next day.

• 5pm – 9pm

Order which are placed before 12pm can enjoy same-day delivery (choose 5-9pm time slot, subjected to availability).

In Macau, you may select the delivery date up to 4 to 6 days in advance; or choose Standard Delivery service, which will arrive within 3-5 days.

Should you have opted for HK- Express Delivery (Nespresso Your Time) / Macau – Express Delivery (Nespresso Your Day) service (within 24 hours), and should the parcel fail to be delivered as scheduled, please contact Nespresso service hotline at 8101 1007 (HK)/ 0800 846 (Macau) from 08:00am to 10:00pm, live chat or by email.

Signature is required upon delivery. Re-delivery will be arranged at a later date if the first delivery is not successful.

Nespresso offers 2 payment modes:

1. Credit card & Union Pay - Nespresso.com uses Secure Sockets Layer (SSL) software. This software is the industry standard and among the best software available today for secure online commerce transactions. It encrypts all of your personal information, including credit card number, name and address, so that they cannot be read as the information travels over the Internet.

2. Cash upon delivery (Not available for Macau)

Yes, you can track your order by accessing "My Account" within the order confirmation email. **Please click here to track your order.

You can view and download a PDF version of the invoice in "My Orders" after the order processing is complete.

If you have been waiting longer than the agreed delivery time period, please contact Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm and our Coffee Specialists will be able to assist you.

If you wish to amend or cancel an online order, please contact the Nespresso service hotline at 8101 1007 - Hong Kong / 0800 046 - Macau (available from 8 am to 10 pm) and provide with your order number immediately.

If the order has been processed and delivered before you contact Nespresso, we are not able to accommodate any cancellation or modification requests.

If you have received a damaged package, please contact Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau (available from 8 am to 10 pm) and our Coffee Specialists will provide you with the best possible solution.

We will, at our discretion, accept returns or exchange of goods (excluding coffee & other consumables) within 7 days from the goods' receipt only if: (1) the product is damaged before receipt of the same by you, or (2) there is a discrepancy between ordering and delivery, and provided always that (i) such product is still in its original package, and (ii) is accompanied by the relevant original invoice issued within the same country. For food safety requirements, no refund or exchange will be given for consumables (e.g. coffee and sugar).

For detailed information on Nespresso's returns conditions, please visit our Returns policy page.

Unfortunately, you cannot request to have the capsules delivered to a location outside of Hong Kong. If you wish to have the capsules delivered overseas, you should use the Nespresso service available in the country where you want the capsules to be delivered. Click on the flag icon in the bottom left corner of the main screen to select the country with Nespresso service.

Gift wraping service is available at Nespresso Boutiques. For more information, please contact us via our Customer Service Hotline 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm.

Sustainability is at the heart of our business, we are taking small steps to go paperless. We have launched a new PDF e-invoice function on our website that allows our customers convenient access to their order invoices at any time. Thank you for joining us on this journey.

Login to your account and click on "My Orders" under the "My Account" menu. You will see a PDF icon in the electronic invoice column next to each order in the order list. Click on the PDF icon to view and download the invoice.
Please note that this feature is currently only available on the website (both desktop and mobile versions). Mobile application does not support this feature.

This feature is currently only available on the website (both desktop and mobile versions). Mobile application does not support this feature.

Sustainability is at the heart of our business, and we are taking small steps to go paperless. Thank you for joining us on this journey.

You may use the PDF e-invoice function on our website for convenient access to your order invoices at any time.

Unfortunately, e-invoices will not be retroactively made available for orders placed before the launch of this service. E-invoices will only be available for orders placed after this e-invoice functionality was introduced.

PDF invoicing is a new feature on our website. The possible reasons you can't access the invoices older than date we launched this feature on our website could be because:

Prior to this date, you may contact Nespresso service hotline at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by live chat or email to request a duplicate of past invoices that we haven't launched this new feature.

You have not activated PDF invoicing in your account. You can do so by going to the "Contact Preferences" section of your web account, and activating the PDF invoicing option. Please take into account that this will enable you to receive future invoices in PDF format, and for past invoices you can call Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by live chat or email.

This could be due to various reasons. For instance, it could be that the order was not invoiced, or you may have opted out of receiving e-invoices.
Please contact Nespresso service hotline at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by live chat or email.

This could be due to the pending status of your order. Please contact Nespresso service hotline at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by live chat or email.

Login to our website. Under “My Account” > “Contact Preferences” > “PDF Invoicing “, you may uncheck the box and save your changes. This will opt you out of receiving e-invoices.

You may opt-in again to start receiving e-invoices. Under “My Account” > “Contact Preferences” > “PDF Invoicing “, you may check the box and save your changes. Do note that e-invoices will not be available for the time periods where you were opted out of receiving e-invoices.

Thank you for joining us on this journey to go paperless.

For many years, Nespresso has been supporting sustainable development initiatives by selecting the best coffees grown and harvested in sustainable farms and agricultural communities. Recycling its capsules is a logical and key step in the company’s approach to sustainability.

Nespresso coffees are packaged in capsules made of aluminium, a material that best protects the freshness of the ground coffee and can be recycled infinitely. All components of the Nespresso capsule are recyclable: not only the aluminium, but also the coffee grounds. These two components are separated before being processed. To be recycled, aluminium is simply re-melted. This process requires very little energy, results in no loss of weight or quality, and can be repeated infinitely.

In Hong Kong, the coffee grounds are composted and used as fertilizer for local farms.
For more information about Nespresso's recycling and sustainability efforts, please visit "The Positive Cup" website: https://www.sustainability.nespresso.com/

To recycle your used Nespresso capsules, take them to the nearest Boutique or hand over your used capsules to the deliveryman delivering your order.

To find out about sustainability and recycling in Hong Kong, click here.

**As of April 1, 2015, Plastic Shopping Bag Charging has been fully implemented. Effective from December 31, 2022, each Nespresso capsules recycling bag costs HK$1.

Please visit the Nespresso Assistance video page, where we provide a step-by-step Nespresso Assistance Service guide on each machine.

For any further information on your machine, please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the live chat or email (club.hongkong@nespresso.com).

You may download the machine user manual here, or contact Nespresso at please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the live chat or email (club.hongkong@nespresso.com).

In Hong Kong, we provide a two-year warranty period for all coffee machines and Aeroccino milk frothers, starting from the date of purchase. Customers must present the receipt for verification.

The serial number of the Nespresso coffee machine can be found on the packaging box and the bottom of the machine. You can find the product serial number (consisting of 19 alphanumeric characters) in the following locations:
• On a removable sticker on the drip tray
• On a removable sticker on the bottom of the coffee machine
• On the packaging box of the coffee machine

If you believe your Nespresso machine is defective, please contact Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by email for technical assistance or instructions on how to proceed with a repair.

Our trained machine specialists are qualified to carry out a full diagnosis by phone as soon as you call them. If appropriate, they will advise that you opt for the Nespresso Assistance Package, which includes:

- The collection of your Nespresso machine from your home or an address of your choice (excluding outlying island areas)
- The loan of a Nespresso machine for the repair period (subject to availability)
- The repair of your Nespresso machine and a full check of its components
- The return of your Nespresso machine to the same collection address
- Repaired parts will be warrantied for the unexpired portion of the original warranty or six months, whichever is greater.

*Please note:

During the warranty period, Nespresso will either repair or replace, at its discretion, any defective product at no charge to the owner. Replacement products or repaired parts will be warrantied only for the unexpired portion of the original warranty or six months, whichever is greater. This limited warranty does not apply to any defect resulting from negligence, accident, misuse, or any other reason beyond Nespresso’s reasonable control, including but not limited to: normal wear and tear, negligence or failure to follow the product instructions, improper or inadequate maintenance, calcium deposits or descaling, connection to an improper power supply, unauthorized product modification or repair, use for commercial purposes, fire, lightning, flood or other external causes. This warranty is valid only in the country of purchase or in such other countries where Nespresso sells or services the same model with identical technical specifications. Warranty service outside the country of purchase is limited to the terms and conditions of the corresponding warranty in the country of service. A flat fee is applied if the Nespresso machine is no longer under warranty.

You may also visit the Nespresso Assistance video page, where we provide a step-by-step Nespresso Assistance Service guide on each machine.

During the warranty period of two years after purchasing your machine, you are entitled to free repairs, so long as you can provide your purchase receipt.

In case the machine is out of warranty or the warranty conditions do not apply to your particular case, you will be presented with a quote, based on which you can decide whether you’d like to proceed with the repair.

This program is currently not offered by Nespresso Hong Kong.

If the coffee capsule is damaged (before or after extraction), it may result in coffee grounds in the cup. Please check the capsule for any damage when inserting or removing it. If there is damage, clean the coffee machine system and identify any issues such as:
• Whether the used capsule container is full
• Whether there is a capsule blocking the capsule cage
• Whether there is a capsule blocking the extraction chamber
• The coffee extraction system may have been opened too early (during extraction or immediately after completion). Please wait for the brewing process to complete and for the coffee button light to remain on before opening the system.
If you need further assistance regarding your coffee machine, please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the live chat or email (club.hongkong@nespresso.com).

There will always be some water in the drip tray, as every time you eject a capsule the remaining water from the capsule chamber is released into the drip tray.

In order to keep your Nespresso machine in optimal condition, you are advised to descale your machine after every 400 to 600 capsules or at least 2 times a year. The harder the water is in the area where you live, the more often you will need to descale your Nespresso machine. Water residue and limescale can accumulate within the system. This may not only affect the temperature, flow and quality of your espressos, but also shorten the life of your machine.

The descaling kit is available for purchase at a retail price of HKD 135 (two packs). You can directly purchase it by clicking here or visit Nespresso boutiques or call the service hotline at 8101 1007 (available from 8 am to 10 pm) for assistance with ordering.
Nespresso Hong Kong boutique addresses:
• Nespresso IFC Mall Boutique Shop 1058, IFC Mall, 8 Finance Street, Central
• Nespresso Festival Walk Boutique Shop LG2-70, Festival Walk, 80 Tat Chee Avenue, Kowloon Tong
• Nespresso YOHO Mall Boutique Shop 1056, YOHO Mall Phase 1, 8 Long Yat Road, Yuen Long
• Nespresso Airside Boutique Shops 219 & 224, Airside, 2 Cheong Tat Road, Kai Tak, Kowloon
• Nespresso apm Boutique Shop UC-20, apm, 418 Kwun Tong Road, Kwun Tong, Kowloon
• Nespresso Elements Boutique Shop 1089B, Elements, 1 Austin Road West, Kowloon

The fluid in our descaling kits are identical, so you can use the set with another Nespresso machine as well. You must ensure, however, that you follow the appropriate descaling instructions for your machine.

You can activate the descaling alert on your internet account. To do so, simply log-in to www.nespresso.com with your email address and password and then select "My Account”. Under “My alerts”, you can then indicate that you would like to receive a reminder when it is time to descale your machine.

The Nespresso machine range is specifically designed to meet precise power regulations for each geographical region. The machines sold for Hong Kong operate on 220-240V, 50/60Hz only. When using a machine with these specifications in another country, or vice versa, there is no guarantee that it will operate properly. Machines can be irreparably damaged when used in foreign countries.

To maintain the optimum temperature, flow and quality of your coffee, we recommend that you descale your machine regularly - after every 400 to 600 capsules or at least 2 times a year. Nespresso offers a cleaning kit that has been especially designed for the Nespresso system and its components.

Please contact Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by live chat or email if you need further assistance.

Please contact Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by live chat or email. Please have the relevant packaging on hand when you call us; the production codes on the packs allow us to trace the production batch. Please also provide us with as much information as possible about the nature of the damage/defect, as this will help us find an effective solution.

At Nespresso, we believe that each cup of coffee can represent more than just a moment of enjoyment; it can also be a force for protecting the environment, conserving resources, and contributing to society.

The goal of the Positive Cup program is to bring positive impact to the world through the coffee we produce. The Nespresso AAA Sustainable Quality™ program has a positive impact on the future of farmers.

We are long-term global partners with Fairtrade International and Fairtrade USA. We operate with a sustainable business model and are committed to upholding this purpose. Nespresso takes responsibility in promoting a sustainable coffee economy, from the coffee bean to the coffee-making process, by adhering to sustainable principles.

The Positive Cup program sets ambitious goals, focusing on coffee sourcing and social welfare, aluminum production, use and disposal, and combating climate change.Achieving an A rating in Circulytics™

For more information, please visit https://www.sustainability.nespresso.com/.

If you would like to establish a partnership with Nespresso, you can contact Nespresso by calling Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by email at club.hongkong@nespresso.com. You are advised to provide all the information concerning the project straight away, including:

- The date and duration of the event;
- The type of request: does it involve sponsorship of products or participation as a partner?
- The type of event: e.g., gastronomy, sport, design, fashion, lifestyle, etc.;
- Your contact details: your name, email address and telephone number;
- A summary of the event: the expected number of participants, target audience, etc.

Should there be a potential for collaboration with Nespresso, we will be in touch with you.