Frequently asked questions

• Complaints

  The purpose of Nespresso is giving  excellent Customer service. However, if you are unhappy with the service you have received, this guide tells you how we will deal with your complaint :
  - By calling our toll free number 800 39 20 29
  - Writing to the following address:
  Nespresso Club
  Galleria San Babila 4/D
  20122 Milano
  - Sending an e-mail through our website www.nespresso.com, using the “Contact” page.

  The Coffee Specialist will take the details of your complaint and will make every effort to investigate and resolve the issue as soon as possible. If the Coffee Specialist is unable to resolve your complaint they will escalate the issue to their Manager.
  If after the first contact was not found a solution, we will send your complaint to the relevant Department, who will examine it and provide you with an answer.

  Regardless of the mode of contact with Nespresso you have chosen, please note that for more information or for resolution of your case we may contact you, if we require further information, by telephone or e-mail.

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Resi - diritto di recesso

• What is the Right of withdrawal?

  The Right of withdrawal allows customers to change their mind after a purchase and request cancellation of their order within the legally applicable withdrawal period, provided the relevant conditions are met. 

  With regard to food products (such as coffee capsules, biscuits, chocolate or sugar) purchased from Nespresso Boutiques or via online or telephone channels, the right of withdrawal is not normally accepted. This restriction is provided for in the Consumer Code (Legislative Decree 206/2005), which excludes the right of withdrawal for foodstuffs whose quality may be compromised by uncontrolled storage conditions.

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• What is the time frame for the Right of withdrawal?

  Right of withdrawal allows you to cancel your purchase within 14 days of receiving your order, without needing to provide a reason. 

   

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• Why am I seeing a "Withdraw from Contract" button? 

  It is an easy to find electronic button to facilitate the execution of the Right of withdrawal directly through the Website or App. 
  This is simply a new way to initiate the already existing right. 

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• How do I use the new process? 

  You can access the withdrawal form through the Nespresso Website or App. 

  Once your request has been submitted, the existing return and refund process will continue as usual.

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• Where can I find the withdrawal form? 

  The withdrawal form is available on the Nespresso website using this link: www.nespresso.com/it/it/orderWithdrawal (Please note: Markets must update this link with the local URL, per language) 

  On the App you can find the link under My Account > Withdraw from Contract. 

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• I submitted the withdrawal form by mistake. What should I do?

  Please contact our Customer Relationship Centre as soon as possible. 

  We will review your request and advise you on the next steps.

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• I submitted the withdrawal form twice. What happens now?

  Don't worry. 

  The system allows only one withdrawal request per order. If a withdrawal request has already been submitted for an order, an additional request cannot be created. 

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• I purchased as a guest and do not have a Nespresso account. Can I still use the withdrawal form?

  Yes. 

  You can submit a withdrawal request using: 

  • Your order number 

  • The email address used when placing the order 

  You do not need a Nespresso account to exercise your Right of withdrawal. 

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• The website says my order is not eligible. Why?

  The website automatically verifies whether an order meets the eligibility requirements for withdrawal. 

  The form performs several validation checks, including: 

  • Email address format validation 

  • Verification that the order number matches the email address provided 

  • Verification that a withdrawal request has not already been submitted for the order 

  • Verification that the order is within the eligibility period 
  • Please check that the order does not contain any food items (such as coffee, biscuits, sugar and chocolate).

  If your order is shown as not eligible and you believe this is incorrect, please contact our Customer Relationship Centre for assistance. 

   

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• How is the eligibility period calculated?

  Customers have the right to withdraw within 14 days of receiving their order for physical goods

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• What happens if my order was delivered later than expected?

  The online form applies the standard eligibility calculation. 

  If your order was delivered significantly later than expected and you believe this affects your withdrawal eligibility, please contact the Customer Relationship Centre so your situation can be reviewed.

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• What is the difference between a withdrawal and a return?

  A withdrawal is your legal right to cancel your purchase within 14 days of receiving your order. 

  A return is the process of sending a product back to Nespresso. 

  Returns may occur for several reasons, including: 

  • Exercising the Right of withdrawal 

  • Receiving a damaged product 

  • Receiving an incorrect product 

  • Receiving a faulty product 

  In short: 

  Withdrawal = the customer's legal right to cancel the purchase. 

  Return = the process to send products back to Nespresso. 

   

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• Does this new process change how returns are handled?

  No. 

  The return process remains unchanged. 

  The new form simply provides a new way for customers to initiate a withdrawal request.

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• Does this new process change how refunds are handled?

  No. 

  Refunds continue to follow the existing process and applicable terms and conditions.

   

  The introduction of the withdrawal form does not change how refunds are processed. 

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• What if my product is damaged, faulty, or incorrect?

  The Right of withdrawal is designed for customers who wish to cancel an eligible purchase. 

  If your product is damaged, faulty, or incorrect, please contact the Customer Relationship Centre so we can support you through the appropriate service or returns process. 

   

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COMPOSTABLE CAPSULES

• What are the new compostable capsules from Nespresso?

  These are a new collection of compostable capsules made from paper, offering an additional sustainable choice compared to our aluminum capsules, while still delivering the unforgettable Nespresso taste. The capsules are made from paper pulp and have a thin biodegradable lining inside that acts as a protective barrier for the coffee.

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• Is the coffee the same as the aluminum capsules?

  No, we have created a completely new range of coffee, all sourced from Nespresso's AAA Sustainable Quality™ Program, with blends specifically crafted for these new compostable capsules.

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• What are the five coffees in the new collection?

  The new collection includes five new coffees, including one organic and one decaffeinated, specially created for the paper-based compostable capsules: Ispirazione Sicilia, Ispirazione Emilia, Ispirazione Aosta, Peru Organic, and Decaffeinato.

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• Which coffee do you recommend based on my taste?

  The blends of the new coffees in the Compostable range have been specifically created to deliver the unforgettable Nespresso taste in compostable capsules. For this reason, these new coffees are unique, and we recommend trying them all to discover your favorites.
  
  

  - Ispirazione Sicilia: for lovers of intense coffee
  - Ispirazione Emilia: for lovers of balanced coffee
  - Ispirazione Aosta: for lovers of smooth and delicate coffee
  - Peru Organic: for lovers of delicate and fruity coffee
  - Decaffeinato: for lovers of bold and balanced decaffeinated coffee

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• Where can the new capsules be purchased in Italy?

  The compostable capsules are available in 60 selected Nespresso Boutiques; discover here the Boutique closer to you. They will also be available online and through the Nespresso 800 39 20 29.

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• What is the recommended ritual for experiencing the best coffee from the new compostable capsules?

  Open the package, insert the compostable capsule into your Nespresso Original machine, and gently close the lever to brew the coffee into a glass cup. Wait for 5 seconds, not more, to eject the capsule, and close the package with a wooden clip to preserve the coffee's aroma. Store the package in a closed, dry place at room temperature and consume within 4 weeks of opening.

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• How should these paper-based compostable capsules be disposed of?

  These capsules are certified as "OK INDUSTRIAL compost" by TÜV Austria, and in Italy, they can be disposed of in the organic waste collection at home.

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• Can I put the capsules in the paper recycling?

  No, it is not possible. Nespresso compostable capsules should be disposed of in the organic waste collection.

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• Are the new packaging recyclable?

  The packaging can be disposed of in the general or residual waste collection according to the regulations of your municipality.

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Machine Support

Accounting

• I need to return an order, how can I proceed and get a refund?

  Contact us at the toll-free number 800 39 20 29 or through Livechat or Whatsapp to assess the status of your order and determine how to proceed.

  If you paid with a credit card, you can receive the refund directly to your card. Alternatively, you can request the refund to be credited to your customer account or through a bank transfer.

  If you paid using different payment methods, the Coffee Specialist you speak with will explain the available refund options to you.

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• How can I monitor the status of my refund request?

  The refund will be processed within 14 working days from the request and will be issued to the agreed payment method during the refund request.

  If you need further information, please contact us at the toll-free number 800 39 20 29 or through Livechat or Whatsapp.

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• I didn’t get an invoice for my order.

  If you registered with a VAT number and SDI code, you’ll find the invoices in your tax folder in the Revenue Agency website.

  In addition, please note that for all orders issued from the end of October 2022 you will automatically receive copies of the relevant invoices by email.

  You will also be able to consult and download them through the Nespresso.com website, within your personal account in the "My Orders" section.

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• Does the invoice I find in my personal account in the "My Orders" section have tax value?

  No, it is a courtesy copy. If you registered with a VAT number and SDI code, you’ll find the invoices in your tax folder in the Revenue Agency website.

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• Where can I retrieve within Nespresso.com the copy of my invoices?

  It is possible to view and download in pdf format the courtesy copy of invoices for orders issued from the end of October 2022 through the Nespresso.com website by logging into your personal account, in the "My Orders" section 

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• Can I download the courtesy copy of my invoices through the Nespresso app?

  No, you can retrieve the courtesy copy of your invoices within the Nespresso.com, "my orders" section.

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• I placed a phone order by contacting customer service but did not receive a copy of the invoice via email. How come?

  The automatic sending of the courtesy copy of the invoice is expected for telephone orders placed from the end of October 2022.

  If your order was placed on or after that date, please verify that the document is present within the

  Nespresso.com website by logging into your personal account in the "My Orders" section.

  If not, please contact Customer Service for further verification and request a copy of the courtesy invoice.

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• I placed an order through Nespresso.com or Nespresso app but did not receive a copy of the invoice via email. How come?

  The automatic sending of the invoice copy is expected for orders placed from the end of October 2022.

  If your order was placed on or after that date, please verify that the document is present within the Nespresso.com website by logging into your account, in the "My Orders" section.

  If not, please contact Customer Service for further verification and request a copy of the courtesy invoice.

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Orders & order follow up

• Dove posso controllare lo stato del mio ordine?

  È possibile controllare lo stato dell’ordine contattandoci in chat, whatsapp o al numero verde 800 39 20 29.

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• I received some damaged capsules. Can you replace them?

  Of course, we invite you to contact us via chat, whatsapp or on the toll-free number 800392029 and provide the details of your damaged order, we will collect and replace it.

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• I have always purchased in boutiques, how can I place an order online?

  By clicking on "login to your account" on the site's homepage, you will be directed to the "register now" screen. Continue by entering your email address and password to register. If you have the customer code that you usually use in the Boutique you can enter it in the dedicated space to access your customer account directly.

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• Can I request delivery to an address other than the registered one?

  When completing the order, you can indicate an alternative address to the one registered by clicking on choose another delivery address.

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• I have just placed an order and need to change the delivery address.

  To modify an order already sent, please contact our customer service for support via chat, whatsapp or via the toll-free number 800 39 20 29.

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• I received a wrong order. How can it be remedied?

  We invite you to contact us via chat, whatsapp or on the toll-free number 800392029 and provide the details of your incorrect order, we will collect and replace it.

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• Where can I see the current status of my order / where can I find my tracking number?

  To view the status of your order, log in to our website with your account, after entering your credentials click on "Welcome...", in the drop-down menu select "my orders". Here you will find the history of all your orders placed. In the "Status" column you can see the status of your order. By clicking on the respective order, you will receive more information, such as the exact contents or the delivery address.

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• Can I modify or cancel an online order that has just been sent?

  If you want to make changes to your order, please contact our Customer Service using one of the following methods:

  - by calling the toll-free number 800 39 20 29, which is available 24/7
  - writing in chat or whatsapp from 8:00 to 22:00

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• When will my order be delivered?

  The delivery service is guaranteed between 1-3 working days

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• Can I arrange for an order to be sent overseas?

  We're sorry, Nespresso Italiana only ships within Italian territory.

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• Is there a delivery fee?

  The delivery fee of 4,50€ is applied for order of less and 100 capsules.

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• What’s a recurring order?

  With Nespresso EasyOrdering you can set up automatic and recurring orders that will be delivered to you. Whenever you want.

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• How can I modify or cancel my order?

  You can modify or cancel you order by contacting us via chat, whatsapp or via toll free number 800 39 20 29.

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• What payment methods are available?

  We accept:

  • Credit cards
  • Paypal
  • Apple Pay (only Mobile or App)
  • Google Pay (only Mobile or App)
  • Cash on delivery

  For Boutique orders, orders made by phone and Livechat, we have digital payments available as Scalapay and Satispay.

   

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OUR SERVICES

• What’s pick-up point delivery? How does it work?

  You can choose to deliver your parcel to your chosen TNT Point, Post Office or Newsagent and to collect it at your convenience. If you are using our website for your order, you can find the complete list of pick up delivery point while placing the order.

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• What is a boutique pick up and how does it work?

  This is a free service that enables you to place your order for collection from your chosen Boutique. Orders will be ready to collect within Boutique opening hours, 2 hours from the order being made. The order will be held in store until closing hour.

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• Can I choose the time of delivery?

  Yes, you can select the time slot of your choice for the delivery of your order, from 10 am to 11 pm.
  You can choose your preferred slot from Monday to Saturday if you live in Milan or from Monday to Friday for Rome, Turin and some CAP in Brescia, Genova and Varese. You can choose to receive the delivery on the same day or in any of the following ones, in your preferred time slot.

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• What is N-point and how does it work?

  N-point is a terminal that allows you to buy capsules of the Original Line range directly in Mediaworld stores. Click here to find the N-Point closest to you among those available

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• What is the Nespresso customization service?

  It is the service that allows you to personalize some Nespresso accessories thanks to the possibility of creating engravings with people's names, initials or short messages.

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• How can I purchase the customization service?

  To customize your accessories, don't forget these steps:

  1- Choose and add a customizable product to your cart.

  2- Add the customization service by clicking on the "+" in the dedicated section at the bottom of the page.

  3- Add the customization for each product you want to personalize.

  4- Once you have completed the purchase, do not close the checkout page. We will redirect you to a new page where you can enter the phrases to be engraved on the accessories.

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• With which phrases can I personalize the product?

  You can personalize your product with engravings showing people's names, initials or short messages, all with a font pre-selected by Nespresso.
  Nespresso reserves, in its own judgment, the right to deny the personalization service in cases where the use of a message and/or inappropriate language, texts and/or symbols containing brand names and/or insignia.
  It is therefore not permitted to use and engrave names, words or phrases which, by way of example but not limited to, fall into one of the following categories:

  - Which consists of and/or includes part of the name of a product, service, company, organization or event owned by a third party;
  - Consisting of and/or including the name or nickname of a famous person (living or dead);
  - Which infringes and/or may infringe the intellectual property rights or trademarks of third parties;
  - Containing and/or including vulgar, scurrilous or insulting terms;
  - Contains messages that are threatening, incite violence, defamatory, obscene, discriminatory, inciting, sexually explicit or otherwise prohibited by law;
  Nespresso reserves the right to refuse any name, word or phrase belonging to the above categories and which is otherwise deemed unacceptable.

  Once the chosen name or phrase has been engraved, it will no longer be possible to modify it or make the product personalized.

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• Which products can be customized?

  All products can be customized which, based on the material and shape, can have an excellent result. The Nespresso products on which you can request customization are:

  Portacapsule Versilo
  Portacapsule Bonbonniere
  Portacapsule Cube
  Set da 2 tazzine PIXIE Espresso - Arpeggio & Volluto
  Una tazzina PIXIE Espresso - Istanbul
  Una tazzina PIXIE Espresso - Paris
  Una tazzina PIXIE Espresso - Rio de Janerio
  Una tazzina PIXIE Lungo - Vienna
  Una tazzina PIXIE Lungo - Buenos Aires
  Una tazzina PIXIE Lungo - Cape Town
  Una tazzina PIXIE Lungo - Shanghai
  Una tazzina PIXIE Lungo - Stockholm
  Una tazzina PIXIE Lungo - Tokyo
  Set da 2 tazze VERTUO Cappuccino
  Set da 2 tazze VERTUO Alto
  Set da 2 tazzine VERTUO Espresso
  Set da 2 tazze VERTUO Mug
  Set da 2 tazze VERTUO Gran Lungo
  Set da 2 tazzine VIEW Espresso
  Set da 2 tazze VIEW Lungo
  Set da 2 tazze VIEW Cappuccino
  Set da 2 tazze VIEW Mug
  Set da 2 bicchieri da ricetta VIEW

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• Where can I enter the names or phrases to personalize on the products purchased?

  At the end of your order you will be asked to complete a short questionnaire indicating the line of purchased product on which you would like to engrave and the names or short phrases to be engraved on the product.
  For each product, a maximum number of characters (including spaces) to be inserted per line will be indicated, for a maximum of 2 lines per customization.

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• In how many days can I receive the personalized product at home?

  To customize your product we need a few days.
  Delivery of the entire order will therefore take a few days longer than the standard delivery times. Furthermore, it is not possible to place the order with delivery during a time slot or on the same day.

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• Once I have purchased a personalized product, can I make returns?

  Unfortunately not. Once the chosen name or phrase has been engraved, it will no longer be possible to modify or personalize the product.
  If the personalized product has imperfections or is damaged, we invite you to contact our customer service on the toll-free number 800 39 20 29, active 24 hours a day.

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• Can the customization service also be purchased in Nespresso boutiques?

  The customization service is also active in the Nespresso Boutiques in Milan Piazza Liberty or Verona with a smaller selection of customizable products.
  In all other Nespresso Boutiques the service is not active but our Coffee Specialists will be able to help and guide you in placing your order online.

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• How much does the customization service cost?

  The customization service is available at a cost of €5 per product line. Some products contain multiple products inside the package and the cost will always be €5 and will not be doubled.
  In the Nespresso Boutiques where the service is active, as there are no shipping costs, the service is free.

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• How many products can I customize by paying €5?

  The cost for customization of €5 allows the customization of all the products included in the package. So if a pack of Nespresso cups includes a pair of cups, for the cost of €5 you will have the personalization of both cups and will therefore have to leave us 2 texts to engrave. The cost of €5 corresponds to the personalization of just 1 product added to the cart. If you want to customize multiple products then you will have to add as many customizations to the cart as the number of products to be customized entered.

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Scopri il nostro caffè

• What does a Nespresso capsule contain?

  Each Nespresso capsule contains only the highest quality, roasted and ground coffee.
  The high quality of Nespresso coffees is the result of a series of conscious choices along the entire supply chain, from the origin to the selection of the finest beans, from the dedication of the over 150,000 farmers with whom we collaborate in eighteen countries around the world to our expertise productive and up to the extraction technology used to bring an always perfect result to the cup. A wide variety of over sixty coffees, allowing us to offer the best tasting experience in the homes of customers around the world.

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• What is the difference between Vertuo and Original?

  The Original system, to enjoy Nespresso coffee as ristretto, espresso and lungo, uses a high-pressure extraction method that releases the fresh aromas of the rich Nespresso coffee blends from each capsule.

  The Vertuo system includes a wide variety of coffees made unique by a rich and soft crema, which customers can taste in six different cup lengths: Ristretto, Espresso, Double Espresso, Gran Lungo, Mug or Carafe. Vertuo's innovation lies in Centrifusion™ technology which, by reading a barcode present on each capsule, recognizes the specific dispensing parameters and precisely sets the temperature, the quantity of water and the rotations of the capsule, ensuring the extraction of a perfect coffee, with a simple touch.

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• How much coffee does a Nespresso capsule contain?

  The coffee capsules of the Original Line contain 5.6 grams of coffee for the Ristretto format, 5 grams for the Espresso format and 5.8 grams for the Lungo format.

  The Vertuo Line coffee capsules start from 7 grams of coffee
  Ristretto format up to 12 grams of the Carafe format.

  
  
   

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• Are there traces of acrylamide in Nespresso coffees?

  Acrylamide is a component that forms naturally during the cooking of foods, such as bread, chips and cookies. Acrylamide levels in coffee are below the limits established by the European Commission and therefore do not constitute a health risk. In fact, all Nespresso coffees are below these levels.

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• Does the crema in Nespresso coffees come from additives?

  No, the cream is 100% coffee and is the natural result of the extraction process, thanks to which it is possible to obtain a dense and velvety cream on the surface of the coffee. The presence of cream does not indicate the addition of additives or artificial substances, on the contrary it is a sign of the quality of the coffee and correct extraction and helps to improve the aroma, consistency and persistence of the flavor of the coffee.
  The Original Line machines use a high pressure extraction method that creates the right balance between temperature, quantity and speed of the water, obtaining a dense and creamy cream, typical of more traditional formats.

  The machines of the Vertuo Line, thanks to the revolutionary Centrifusion™ technology, allow the extraction of a wide variety of coffees made unique by a rich and soft cream.

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• Is coffee carcinogenic?

  No, a study conducted by the International Agency for Research on Cancer (IARC) found no correlation between coffee consumption and an increased risk of developing cancer.

  http://www.iarc.fr/en/media-centre/pr/2016/pdfs/pr244_E.pdf

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• Are there traces of furan in Nespresso coffees?

  All types of coffee, including roasted and ground coffee, contain small amounts of furan in concentrations that are not harmful to health. Furan is an organic compound that forms naturally in foods during heating or cooking. It is present in a wide range of foods and beverages such as grilled vegetables, baked breads, grilled chicken, canned and jarred foods, and all types of coffee.
  Furan is formed in coffee during the roasting process, a fundamental step in the production chain, as it helps to develop the typical taste and aroma of this drink.
  Consumption of coffee, regardless of how it is prepared, is considered safe by all food safety authorities. Regulatory bodies, including the US Food and Drug Administration (FDA) and the European Food Safety Authority (EFSA 4104, 2015), have not provided recommendations on maximum levels of furan in dietary intake.

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• Does Nespresso practice "rapid roasting"?

  No, Nespresso only uses traditional coffee roasting methods. Coffee roasting is, in fact, a crucial and delicate phase, because it is in this phase that green coffee reveals its unique personality, its taste and its aromas. Nespresso roasting experts do not practice "rapid roasting", which is a roasting method that is carried out at higher temperatures and for a shorter period of time than traditional roasting, but adapt it to the coffee beans based on their characteristics , to create the highest quality coffee. The roasting carried out by Nespresso can vary from 6 to 16 minutes and from 200°C to 240°C.

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• What is Nespresso AAA Sustainable QualityTM program?

  Our International AAA Sustainable Quality™ Program involves over 150,000 growers in eighteen countries, with the aim of ensuring sustainable supply of coffee, improve yield and quality of crops and the living conditions of local communities. For more information click here.

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• Are all Nespresso coffees good with milk?

  Yes, all Nespresso coffees are designed to be enjoyed pure or with the addition of milk or a plant-based drink, adapting to the tastes and preferences of our customers.
  For our customers who love coffee with milk, we recommend the Barista Creations range, available for both the Original Line and the Vertuo Line, which includes coffees inspired by the best baristas and suitable for the preparation of delicious recipes, all to be discovered on https://www.nespresso.com/it/it/ricette-caffe

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• Do Nespresso coffee capsules contain allergens?

  No, Nespresso coffees (including Limited Edition and flavored coffees) do not contain allergens such as gluten, lactose or nuts.

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• General Information on our Coffees and Services

  At Nespresso we strive every day to offer our and our customers innovative machines, accessories and the best coffee experience thanks to our wide variety, all with two different extraction systems, the Original system and the Vertuo system.

  Our coffees are sold in cases of 10 aluminum capsules, an ideal material for keeping the quality of the coffee intact over time, protecting it from external factors such as oxygen, humidity and light and preserving the freshness of the aromas.

  It is possible to purchase our coffees in Nespresso Boutiques, online on the website www.nespresso.com, on our App and through Nespresso Customer Service on the toll-free number 800 39 20 29.

  For packaging reasons, via Nespresso Customer Service, website and app, orders must contain at least 5 cases (50 capsules) for the Original line or 3 cases (30 capsules) for the Vertuo line. Shipping costs are free for orders of at least 10 cases (100 capsules).

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• Do Nespresso coffees contain food allergens or gluten?

  No, Nespresso coffees do not contain any source of food allergens or gluten.

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• Why did you choose these cities for the names of the “Ispirazione Italiana” coffees?

  Our "Ispirazione Italiana" Line for Original Line celebrates the richness of Italian coffee culture and tradition, which is a source of inspiration for us, every day.
  We have selected only a few cities for the names of these coffees, which can be representative of the richness of nuances that make coffee culture unique in our country and which vary from city to city.

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Subscription

Brand & Promotions

• How do I discover the promotions reserved for me?

  Logging in at Tutte le Offerte e Promozioni Nespresso | Scopri Ora  you'll see all the promotion reserved for you

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• How can I join a promo received via email?

  Inside the email received you will find an ORDER NOW/BUY NOW button, by clicking it you will be directed to the site where you can view the promotion in a box at the bottom of the page, which will guide you through the order.

  

  (example image; the message varies from promotion to promotion)

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• How can I join a promo on the web site?

  At Tutte le Offerte e Promozioni Nespresso | Scopri Ora  you can select the promotion you are interested in and, by clicking on the box, you will be guided to place your order.

  

  (example image; the message varies from promotion to promotion)

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• When will I see the free gift/discount in my cart that I am entitled to by joining the promo?

  In the case of promotions with a minimum threshold of capsules required, once the boxes have been selected, the "ADD" button will be visible in the banner dedicated to the promotion.

  

  (example image; the message varies from promotion to promotion)

  By clicking the button you can select the desired gift from those offered.

  Once you have made your choice you will see the free gift inserted in your cart.

  In the case of discounts on products, after selecting the item to buy, the discount will be displayed directly in the cart.

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• I cannot see the free gift I was supposed to receive in my cart, what should I do?

  First of all, we suggest using our website and not out app in those cases.

  If you are logged in our website but cannot see the free gift, please check that the account you are logged in is the correct one.

  If you still cannot see the gift, please contact us using the toll-free number 800 39 20 29, via chat or via email.

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• How can I use the voucher received with a previous order?

  The values ​​and conditions of use of Nespresso promotional vouchers vary based on the initiatives through which the vouchers are distributed.
  The Nespresso promotional voucher is not a paper voucher but a credit loaded onto your Customer Card and can only be spent in a period following the crediting of the voucher itself.

  To find out the details on the usability of the voucher you have, we remind you to refer to the regulations or terms and conditions that govern the initiative with which you received it, in the regulations section on our website https://www.nespresso. com/it/it/regulations

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• I need to use a voucher for the purchase of a new machine in a non-Nespresso store or on Amazon or other online retailers, what should I do?

  Click here to access the dedicated platform for redeeming the voucher. If you need further information click here, where you will be guided to finalize your promotional order.

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• How can I redeem the 3 €20 vouchers received for the purchase of an Inissia or Essenza Mini machine at a physical or online non-Nespresso store (e.g., Mediaworld/Amazon)?

  After redeeming the first discount voucher on the promozioni.nespresso website, in a Boutique, or through the free toll number, you will receive the promotional codes via email from Nespresso. These codes will allow you to redeem the three vouchers through the Nespresso.com website by entering the code in the dedicated field, directly in a Boutique, or by calling the free toll number and providing the code received via email.

  The vouchers cannot be combined with each other and each voucher is worth €20.00, valid for a purchase equal to or greater than €40.00. You can use the vouchers within 12 months from the redemption of the first discount voucher.

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• How can I find out my status and the benefits reserved for me?

  You can view your status through the "my account" section, by logging in via email address and the password you created. You will be able to view the benefits reserved for you via the link https://www.nespresso.com/it/it/benefits-nespresso#!

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• How can I get the decalcification kit for €1?

  You are entitled to a decalcification kit for €1 for every 700 Nespresso capsules purchased using the promo code DK_LOVER, up to a maximum of 3 Descaling Kits.

  The count of valid capsules for receiving the decalcification kit starts from the month of your last anniversary as a customer (the "anniversary month" refers to the month in which you made your first Nespresso coffee purchase) for 12 months, and resets in the same month of the following year's anniversary.

  The €1 decalcification kit is available for Connoisseur, Expert, and Ambassador customers.

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Recycling

• Are Nespresso capsules recyclable?

  Nespresso capsules are made of aluminium, a 100% recyclable material. Furthermore, for over 25 years Nespresso has been investing in dedicated recycling systems with the aim of making capsule recycling simple and generally having a positive impact on the territories in which we operate.

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• What is done with the recycled aluminium and coffee grounds

  Our recycled capsules fall back into the aluminum value chain, where they are reused for a wide range of products - such as car engines, bicycles, computers, cans or even new capsules. We also reuse coffee grounds to create nutrient-rich compost or green energy. In Italy, in particular, coffee grounds are used for the cultivation of plots of land in the province of Novara, intended for rice fields. The rice produced thanks to this natural fertilizer is purchased by Nespresso and subsequently donated to the Banco Alimentare of Lombardy, Lazio, Piedmont and Puglia.

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• Why does Nespresso use aluminium for its capsules?

  We use aluminum because it is the best material to protect the freshness, taste and quality of our coffees. Aluminum is a naturally occurring metal and is infinitely recyclable. Thanks to aluminum, additional packaging is not necessary to protect freshness and taste. Recycled aluminum is extremely versatile. It is estimated that 75% of the aluminum produced is still in use today. Aluminum is used for a wide range of products, from food packaging to cars and computers, from window frames to bicycles.

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• Are the capsules made of recycled aluminium?

  Nespresso capsules require a special grade of aluminum and the availability of recycled aluminum in this specific grade is very low. We use recycled Nespresso capsules to create new capsules where possible and environmentally significant.

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• How are Nespresso capsules recycled?

  After being returned by customers to the partner boutiques and ecological islands throughout Italy, the capsules are processed to separate the aluminum from the spent coffee. Aluminium, an infinitely recyclable material, is sent to a foundry to be transformed into new objects, coffee becomes compost for the cultivation of rice in Italy, then bought back by Nespresso and donated to food banks in Lombardy, Lazio, Piedmont and Puglia. Find out more about our Da Chicco a Chicco project https://www.nespresso.com/it/it/caffe-sostenibile

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• Have you ever considered using plastic capsules as an alternative?

  At Nespresso, as is known, we have chosen aluminum for our capsules to protect the high quality of the coffee but also because it is light and infinitely recyclable. But Nespresso has also recently launched its first paper-based compostable capsules in Switzerland and France, certified as "OK compost HOME" and "OK compost INDUSTRIAL", which can be disposed of through separate collection in the organic waste bag and is collaborating tirelessly with local authorities to promote public composting initiatives.

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• What is the carbon footprint of portioned coffee?

  We believe portioned coffee makes sense from a sustainability perspective. We use the Life Cycle Assessment (LCA) approach to measure the carbon footprint of our products. We are working at all stages of our product's life cycle, from the bean to the coffee in your cup, to reduce our environmental impact. Since 2009, we have already reduced the carbon footprint of each cup of Nespresso coffee by more than 20%.

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• Does portioned coffee generate unnecessary waste?

  We use the Life Cycle Assessment (LCA) approach to measure the environmental impact of our products. This approach shows that the greatest impacts are those related to the coffee cultivation processes, followed by the machine use phase. Packaging is not the main driver of environmental impact, it is only in third place. With the Nespresso portioned system, when you prepare your coffee you use the exact amount of water, coffee and energy needed to produce a cup without wasting resources - minimizing the waste of food, water and energy. The timely use of resources in a precision consumption system can actually reduce waste, and in many scenarios this more than offsets the additional packaging used for portioned coffee.

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• How can Nespresso customers recycle their used capsules?

  With Nespresso it is possible to recycle coffee capsules by returning them after use to boutiques with an active recycling area and to partner eco-islands throughout Italy. Subsequently, aluminum and spent coffee will be separated and processed. In the provinces of Lecco, Lodi, Monza and Brianza and in some municipalities of Milan we have started a recycling system that allows us to differentiate the capsules used in the lightweight multi-material bag together with other aluminum products. Our ambition is to include our aluminum capsules in collective recycling schemes, which is why we are continuing to work with governments and local authorities.

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• What about business-to-business customers, how can they recycle their used capsules?

  The capsules of the Nespresso professional line can be recycled just like household capsules. The collection and recycling of professional capsules are negotiated individually with our business customers following checks and feasibility.
  We continue to work to create personalized services in the countries where we are present, so that our customers can recycle their capsules.

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• Where can I recycle my capsules?

  You can return your used capsules for recycling at our Nespresso Boutiques. You can find the complete list of Recycling Drop off Points here.

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RELOVE: REFURBISHED MACHINE

• What is a refurbished machine?

  A refurbished machine is a machine that was returned to us a few days after purchase and to which we decided to give a second life: the removable parts (for example the capsule collection drawer) have been replaced, while the internal ones have been totally sanitized and tested by our technicians.

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• Do I have a warranty on a refurbished machine?

  Yes, the warranty on refurbished Nespresso machines is two years, like on new machines.

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• Was my refurbished machine tested before being put up for sale?

  Each machine is tested, verified and tested by our technicians in all its functions, so as to guarantee its correct functioning.

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• Can a reconditioned machine have imperfections?

  All reconditioned machines are inspected by our technicians before sale. They are in excellent condition, but some may show light signs of use, which do not compromise the functioning of the machine.

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Online Support

• What functions are available on the new Nepsresso App?

  With the new Nespresso App, you can take advantage of personalized advice, easy access to new products, and a new and faster shopping experience.

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• How can I download the new Nespresso App?

  The new Nespresso App can be downloaded from the App Store (iOS) or the Play Store (Android). Make sure to install the "Nespresso Boutique" App (icon with a white background).

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• Will the information and settings of my Account be transferred automatically to the new App?

  To experience the new App, you just need to log in. In the My Account section, you can check all your preferences.

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• What will happen to the old App?

  Once you have downloaded the new App, we recommend uninstalling the old version, to fully enjoy your Nespresso experience.

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• While I was entering an order I got a 766 error.

  The 766 error code indicates that there’s a problem with the credit card. Check your details again or try another credit card. If the problem persists, please contact us by phone at 800.39.20.29

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• I forgot my password. What am I supposed to do?

  To change a forgotten password you need to follow these simple steps:

  
  1) Click on “Login to your account” then “Forgot your password”

  2) Indicate the e-mail address used to place orders

  3) We will send you an automatic email containing the link to set your new password.

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• How can I update or change my credit card information?

  You will be able to update your credit card details independently via the website www.nespresso.com.

  After logging in to your personal area via email and password, follow these simple steps:

  - from the "My Account" drop-down menu select the "Quick Order" item

  - in the "choose your preferred payment method" area, select the "credit card" item and make the relevant changes.

  Alternatively, you can change the data by calling the toll-free number 800 39 20 29, which is available 24 hours a day, 7 days a week.

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3D Secure Code

• What is 3D Secure?

  The 3D Secure code was created by Visa and Mastercard to add a high level of security for online purchases, similar to chips and PINs in stores.

  The 3D pop-up will show the personal message you used when you registered and you will need to enter your 3D Secure code. This pop-up is controlled by the bank that issued the card, not Nespresso.

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• What happens if I enter the wrong 3D Secure code?

  Payment will not be authorised until you enter the correct code, so you will not be charged for the purchase. You may not be able to complete the order process if you have entered your details incorrectly too many times. In that case you’ll have to contact your bank.

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• I forgot my 3D Secure password: what’s my 3D Secure password?

  Nespresso does not have access to your 3D Secure data as it is confidential and held by your bank, so our coffee specialists can’t help you if you’ve forgotten this information. However, there are pop-up instructions to let you know what to do if you forgot your password. Remember that the Verified by Visa password or Mastercard SecureCode is not the same as your Nespresso account password.

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• Are my data secure?

  Yes, Nespresso takes all reasonable measures to ensure that your Data is not accessible to third parties. Access to the Data is limited, on a need-to-know basis, to that of our employees, who are adequately trained to observe rigorous standards of confidentiality in managing the Data.

  To ensure the security and confidentiality of the Data that Nespresso collects online, we use secure data networks, such as firewalls and password protection (as indicated by the appearance of a padlock near the address bar on the payment screen).

  We have put systems in place to create safe, reliable websites for us and our visitors. However, please bear in mind that the Internet is not considered to be a 100% secure environment, therefore the confidentiality of data provided by you or material transmitted via our websites or by email cannot be guaranteed by Nespresso.

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