Frequently asked questions

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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• Can I skip the queue in the Boutique? How does this work?

  You can make an appointment in the Boutique and have a dedicated Coffee Specialist.

  Click here to choose your preferred time of day and the Boutique nearest you.

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YOUR AND OUR SAFETY AT THE BOUTIQUE

• Quali misure sono state adottate per garantire che le vostre Boutique siano sicure per i dipendenti e i consumatori?
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• Come avviene l’ingresso in Boutique?
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Scopri il nostro caffè

• What is the difference between Vertuo and Original?

  You can make espressos to larger cups with Vertuo
  - from a short Espresso, a smooth Gran Lungo, an indulgent Coffee or a bigger cup of Alto topped with smooth and generous crema. Behind the scenes, the technology uses gentle Centrifusion™ extraction, recognizing each capsule and adapting the parameters accordingly to create your perfect coffee style. With Original, you can also enjoy the same smooth, authentic taste of your coffee
  - from Ristretto, Espresso, Lungo, to americano and milk recipes. Original machines use a high-pressure 19 bar extraction system to release the fresh aromas from each capsule.

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• What is in a Nespresso capsule?

  Each capsule contains high quality, specially-selected ground coffee from coffee-growing lands worldwide. We start by choosing and picking the most quality beans. That's all thanks to our partners. We're working with 110,000 farmers who are committed as we are to cultivating these rare beans. Take your pick from the wide variety of capsules, each with its own distinctive character and aroma

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• Quanto caffè contiene una capsula Nespresso?
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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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• Is the coffee cream produced by additives?

  No, it's 100% coffee. The foam is a natural mix of coffee and air produced during the extraction process, and is a sign of a high quality coffee as defined by the Specialty Coffee Association. 

  Our unique technology offers the right balance between temperature, quantity and water speed, together with a pressure of 19 bar for our machines, necessary to create the foam typical of a traditional espresso.
  As far as Vertuo system is concerned, the rich coffee cream in every cupi s the result of the Centrifusion tecnology.

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• Is coffee carcinogenic?

  No, a study conducted in June 2016 by the International Agency for Cancer Research (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 drinks such as grilled vegetables, baked bread, grilled chicken, canned foods and all types of coffee. 
  Furan is formed in coffee during the roasting process, a fundamental step in the production chain, as it contributes to developing the typical taste and aroma of this beverage. 
  The consumption of coffee – regardless of how it is prepared – is considered safe by all food safety authorities. Regulators, 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 food.

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• What is Nespresso AAA Sustainable QualityTM program?

  All our permanent coffees belong to Nespresso AAA Sustainable QualityTM program, which aims at preserving the raw material, the environment and the farmer. You can find further info by clincking here.

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• Are all Nespresso coffees good with milk?

  Yes of course it depends on what you are looking for. Eg: Ispirazione Palermo Kazaar is a coffee that will preserve its roasted character in contrast with lighter coffees like Volluto for example that evolve more under the influence of milk. Intense coffees have the unique ability to retain their roasty, smoky and pleasing bitterness, even with the addition of milk into recipes. Lighter coffees on the other hand will develop caramel/biscuit notes when drunk with milk. For sweet experiences, you can realize creative recipes you will find on ultimate coffee creations.

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• Do the Nespresso capsules contain allergens?

  None of the Nespresso Grands Crus or Variations contains allergens such as gluten, lactose, or nuts. The 16 Grands Crus 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 Grand Cru Livanto and are enriched with natural aromas with no added sugar and preservatives.

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• General Information on our Coffees and Services

  The Nespresso system operates on hermetically sealed coffee capsules, guaranteeing that each single-portioned espresso is as fresh as the day it was ground. Nespresso offers 16 Grands Crus Coffees: 9 espresso blends, 3 Pure Origin espressos, and 4 lungo blends, including 3 decaffeinated blends. Each year, Nespresso offers 2 exclusive Limited Edition blends derived from unique origins, and 3 flavored variations during the Winter holiday season. Our Grands Crus are sold in sleeves of 10 capsules each.  Our aluminum capsules are entirely recyclable.

  Nespresso capsules are available exclusively over the phone, online, through fax and mail, and in Nespresso boutiques in Italy. We regulate the distribution of the capsules ourselves so that they are sold in a state of freshness and perfect quality for your enjoyment.
  
  

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• Perché avete scelto proprio queste città per i nomi dei caffè “Ispirazione italiana”?
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Orders & order follow up

• How can I track my order?

  You can track your order by clicking here  or by contacting us via chat or via toll free number 800 39 20 29.

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• Ho sempre acquistato in boutique, come posso effettuare un ordine on-line?
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• Posso richiedere la consegna ad un indirizzo diverso da quello registrato?

  In fase di conclusione dell'ordine, potrai indicare un indirizzo alternativo a quello registrato, cliccando su scegli un altro indirizzo di consegna.

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• Ho ricevuto delle capsule danneggiate. Potete sostituirle?
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• Ho ricevuto un ordine sbagliato. Come si può rimediare?
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• I have just placed an order and need to change the delivery address.

  Please contact the Nespresso Club immediately on freephone 800 39 20 29 and we will arrange the delivery to your alternative address. Please note that this may cause a delivery delay.

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• Dove posso vedere lo stato attuale del mio ordine / dove posso trovare il mio numero di ricerca?
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• Can I arrange for an order to be sent overseas?

  We are sorry to inform you that Nespresso Italy is unable to offer delivery to an address outside Italy.

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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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• When will my order be delivered?

  The delivery service is guaranteed between 1-3 working days

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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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• What payment methods are available?

  We accept:

  • Credit cards
  • Paypal
  • RID
  • Cash

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

   

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• How can I modify or cancel my order?

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

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Online Support

• 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?

  Please choose the website http://nesclub.nespresso.com/id/login/ and click on "Access to the Nespresso Club" where you can enter your email address. Afterwards please select the option "Passwort vergessen".
  Now you can either create your own password which should consist of 6 letters or digits (after having entered your customer number) or request a new password sent by email.

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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 prevent your data from being viewed by third parties. Access to data is limited to our employees as needed, and they have been trained to observe strict confidentiality standards in the management of your data.

  To ensure the security and confidentiality of the data 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 checkout screen).

  There are risks when buying online, which is why we have put in place systems to create secure, reliable websites for our visitors. However, please note that the Internet is generally not considered a completely secure environment and therefore the confidentiality of data provided by you or material transmitted through our websites or by email cannot be guaranteed by Nespresso.

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Machine Support

• VERTUO: How is the foam made? Why is the foam important?

  The foam is a natural blend of coffee and air.  It is produced during the extraction process and is a sign of the coffee’s excellent quality, making it even more pleasant to drink. The foam protects the coffee’s aromas, sealing them in the cup until they are released by drinking. The foam makes it possible to enjoy the complete aromatic profile. This is the first single-serving system to prepare coffee in a large cup with a rich, thick foam.

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• VERTUO: Can I change the extraction parameters of Nespresso Vertuo to adapt the final result to my preferences?

  The Nespresso Vertuo system offers an extremely high level of precision, designed with extraction parameters specific to each coffee. Nespresso Vertuo uses an intelligent extraction system that recognises every coffee developed by experts and adjusts the production parameters (such as dilution, temperature, flow rate, rotation speed and the amount of time the water is in contact with the coffee) to achieve the best result in the cup. Each coffee depends on the interaction between the extraction parameters and the coffee blends.

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• VERTUO: What is the difference between Vertuo foam and the foam of the Original line?

  The foam is part of the coffee’s character, and since each coffee blend is different the foam also differs from one blend to the next. The foam of espressos and long coffees of the Original line is dense and creamy, while Vertuo foam is rich and soft.

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• Can I make an appointment to have assistance on my machine? How does it work?

  You can make an appointment in the Boutique and have a dedicated Coffee Specialist to help you get the best out of your Nespresso machine.

  Click here to book a slot at a time that suits you and choose the Boutique nearest you.

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• Informations on the Nespresso warranty

  The warranty period commences on the date of purchase and it lasts for 2 years. To use the free repair service  Nespresso may require presentation of the original proof of purchase to ascertain that date.

  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 warranted for only the unexpired portion of the original warranty or six months, whichever is greater.
  This limited warranty does not apply to any defect resulting from accident, negligence, misuse, failure to follow the product instructions, calcium deposits, improper or inadequate maintenance, normal wear and tear, use for commercial purposes, use on current or voltage other than as marked on the product (boat, camper or countries with different networks), unauthorized product alteration, fire, lightning, flood, or other external causes.
  Any defect resulting from the use of capsules not manufactured by Nespresso will not be covered under warranty.
  This warranty is valid only in the country of purchase or in such other countries where Nespresso sells and services the same model with identical technical specifications.

  For further informations please contact our toll number 800 39 20 29.

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• Why does my machine make only a small amount of coffee?

  The dispenser nozzle could be clogged. Please descale the machine, and then with the machine switched off clean the dispenser and pyramid plate. You’ll find the pyramid plate inside the compartment where the capsule is inserted: it’s the part that the flat side of the capsule rests on.
  
  

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• How do I descale my machine?

  You can follow a short tutorial by clicking on the link and specifying the model of your machine. https://www.nespresso.com/it/it/assistenza-machinna#!/  

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• The machine switches on normally but does not dispense water or coffee.How is that possible?

  The machine might have an air bubble, which can block the flow of water through the dispenser. This problem usually occurs if the machine doesn’t have water in the tank or after a period of inactivity. Fill the water tank, eject any capsules in the chamber, close the coffee lever and press the "large cup" button. Water should start flowing from the dispenser.

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• I've trashed the bill. Where can I get a copy?

  If you pourchased the machine from a Nespresso direct channel (Boutique, Internet or Free Number), please  contact the Nespresso Club on freephone 800 39 20 29 or send us an email via or contact form. Our Coffee Specialists will gladly send you a copy of the invoice.

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• My machine is out of guarantee. Which package price will be charged for the repair?

  If your machine is out of warranty, you can take advantage of a fixed rate: 75€.

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• Where can I find the barcode?

  The barcode is a 19-digit code that, depending on the model, could be located on the grille under the cup, under the machine or on the packaging. The barcode is very important for identifying your machine and for repairs.
  
  

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• My machine dispenses with coffee residues.What can I do?

  Clean the machine’s interior following these simple steps:

  • With the machine switched off, open the capsule compartment.
  • Dampen a toothbrush and scrub the compartment on the rough surface that pierces the capsule’s silver membrane. 
  • Continue with circular movements until the toothbrush is clean.
  • Close the capsule compartment, turn on the machine and dispense a small amount of water to eliminate any coffee residues.
  • If necessary repeat the previous step until the water dispensed is almost clear.

  We recommend that you regularly descale your machine with our Descaling Kit, which you can order directly from here.

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• The capsule broke inside my machine.What do I do?

  Allow the machine to cool. Clean the interior following these simple steps:

  • With the machine switched off, open the capsule compartment.
  • Dampen a toothbrush and scrub the compartment on the rough surface that pierces the capsule’s silver membrane. 
  • Continue with circular movements until the toothbrush is clean.
  • Close the capsule compartment, turn on the machine and dispense a small amount of water to eliminate any coffee residues.
  • If necessary repeat the previous step until the water dispensed is almost clear. We recommend that you regularly descale your machine with our Descaling Kit, which you can order directly from here.

  If the problem persists, call the toll-free number 800 39 20 29 

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• My machine doesn't puncture the capsules.What can I do?

  Clean the machine’s interior following these simple steps:

  • With the machine switched off, open the capsule compartment.
  • Dampen a toothbrush and scrub the compartment on the rough surface that pierces the capsule’s silver membrane.  
  • Continue with circular movements until the toothbrush is clean.
  • Close the capsule compartment, turn on the machine and dispense a small amount of water to eliminate any coffee residues.
  • If necessary repeat the previous step until the water dispensed is almost clear.

   

  We recommend that you regularly descale your machine with our Descaling Kit, which you can order directly from here.

  If the problem persists, call the toll-free number 800 39 20 29 

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• The two buttons on my machine are flashing at the same time.I can't get it to work again. What’s wrong?

  The machine may have entered “Descaling" mode.

  To find out how to get the machine out of descaling mode visit the following link: https://www.nespresso.com/it/it/assistenza-machinna#!/. Select the model of your machine and follow the instructions.

  If the problem persists, call the toll-free number 800 39 20 29 
  
  

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• The two buttons on my machine are flashing alternately.I can't get it to work again.What's going on?

  To restore proper operation, we suggest switching off the machine and letting it cool down for at least an hour.

  If after this time the machine still flashes in the same manner, please call us at the toll-free number 800 39 20 29 

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• My machine leaks water from below, leaving the counter wet.What do you recommend?

  Your machine's water tank may be damaged.

  To make sure, follow these instructions:

  • Remove it from its housing and place it on a non-delicate surface, possibly protected by a towel.
  • Leave a sufficient amount of water in the tank and check it for leaks.
  • Wait half an hour and then check whether or not there is a water leak.
  • If yes then you’ll need to replace it with a new tank. To do this call the toll-free number so we can send you a new tank.
  • If the tank doesn’t leak, please call the toll-free number 800 39 20 29 so we can find a solution together.

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• Why does my machine dispense inside?

  Your machine may need to be cleaned inside. To do this, we recommend the following steps:

  • With the machine switched off, open the capsule compartment.
  • Dampen a toothbrush and scrub the compartment on the rough surface that pierces the capsule’s silver membrane.  
  • Continue with circular movements until the toothbrush is clean. Close the capsule compartment, turn on the machine and dispense a small amount of water to eliminate any coffee residues.
  • Close the capsule compartment, turn on the machine and dispense a small amount of water to eliminate any coffee residues.
  • If necessary repeat the previous step until the water dispensed is almost clear.

  We recommend that you regularly descale your machine with our Descaling Kit, which you can order directly from here.

   

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• The coffee tastes burnt.What's going on?

  Check if the problem occurs with all types of coffee or with one in particular.

  In the first case your machine may need to be cleaned inside. To do this, we recommend the following steps:

  • With the machine switched off, open the capsule compartment.
  • Dampen a toothbrush and scrub the compartment on the rough surface that pierces the capsule’s silver membrane.  
  • Continue with circular movements until the toothbrush is clean. Close the capsule compartment, turn on the machine and dispense a small amount of water to eliminate any coffee residues.
  • Close the capsule compartment, turn on the machine and dispense a small amount of water to eliminate any coffee residues.
  • If necessary repeat the previous step until the water dispensed is almost clear.

  We recommend that you regularly descale your machine with our Descaling Kit, which you can order directly from here.

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• Why doesn't the machine dispense hot coffee?

  Perform the following tests:

  • Make sure that you have regularly descaled the machine, as the presence of limestone can affect normal operation.
  • Dampen a toothbrush and scrub the compartment on the rough surface that pierces the capsule’s silver membrane.  
  • Continue with circular movements until the toothbrush is clean. Close the capsule compartment, turn on the machine and dispense a small amount of water to eliminate any coffee residues.
  • Close the capsule compartment, turn on the machine and dispense a small amount of water to eliminate any coffee residues.
  • If necessary repeat the previous step until the water dispensed is almost clear.
  • Empty the system of any water residues: to do this see the instructions for your model at the following link: https://www.nespresso.com/it/it/assistenza-machinna#!/

   

  If the tests above are not sufficient to restore the dispensing of hot coffee, please call the toll-free number 800 39 20 29

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• Why doesn't the machine turn on?

  Try connecting the machine to another electrical outlet. If the machine doesn’t turn on, call the toll-free number 800 39 20 29

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• The machine doesn’t respect my settings.For example,“The machine doesn’t dispense the amount I set.What should I do?”

  You can customise the amount dispensed by holding down the coffee button and releasing it once the desired amount has been reached. (Note: if you change the amount of coffee dispensed, the next cup will automatically be dispensed according to the new amount stored. You can always return to the factory settings.)

  If the machine doesn’t memorise the amount set, reset it to the factory settings using the "Reset" function:

  • With the machine switched off, press the long coffee button for 3 seconds.
  • Wait for the buttons to stop flashing.
  • Try dispensing using only water and make sure that the quantity produced is as desired.

  If you need further support please call the toll-free number 800 39 20 29 

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• How can I connect my machine?

  The first step is to download the Nespresso app and create an account. If you have already done so, you can open the Nespresso app and click on the section related to the machine in the upper right corner. Select the option to register a connected machine and follow the on-screen steps. Make sure that the machine is turned on and that the smartphone is close to the machine before starting the process.

   

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Brand & Promotions

• Devo utilizzare un buono relativo all'acquisto di un nuova macchina su Amazon o in un punto vendita non Nespresso, come devo fare?
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• Come posso conoscere il mio status e i benefit a me riservati?
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• che vantaggi ho con il mio status?
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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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• What is the Welcome Offer and how do I order it?

  Nespresso Welcome Offer is designed to introduce you to the World of Nespresso, while providing you with a free gift to enhance your tasting experience. Our Welcome Offer is available only once within the first 3 orders and you can get it online, over the telephone or in any Boutique.

  
  There are two pre-selected assortments of coffee:

  • Discovery: offers you an idea of our entire range of coffee, and will help you discover your favourite one
  • Intense: ideal for those who love strong and intense coffee

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Subscription

Recycling

• Are Nespresso capsules recyclable?

  Nespresso capsules are made from aluminium – the best material to protect the freshness and quality of our Grand Crus, which has the additional benefit of being infinitely recyclable. Nespresso has been investing in its dedicated recycling scheme for more than 25 years. We are committed to making it as simple and convenient for our customers to recycle their Nespresso capsules.

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• How can Nespresso customers recycle their used capsules?

  Nespresso has its own dedicated recycling scheme, offering a range of options to make it simple and convenient for customers to recycle their used capsules. We have more than 100,000 collection points around the world, convenient courier and postal services, and Recycle@home initiatives in 18 countries. Our ambition is to have our aluminium capsules included in established collective recycling schemes, and we are working with governments and local authorities to achieve this.

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• AccoWhat is done with the recycled aluminium and coffee grounds
  • Our recycled capsules go back into the aluminium value chain, where they are recycled into a range of uses – such as car engines, bicycles, computers, soda cans, or even new capsules. We also re-use the coffee grounds to create nutrient-rich compost or green energy.

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• Why does Nespresso use aluminium for its capsules?

  We use aluminium because it is the best material to protect the freshness, taste and quality of Nespresso Grands Crus. Aluminium is a naturally-occurring metal and is infinitely recyclable. Thanks to the aluminium, there is no need for additional over-packaging to protect freshness and taste. Recycled aluminium is extremely versatile. An estimated 75% of all aluminium ever produced is still in use today. Aluminium is used in a wide range of products, from food packaging to cars and computers, window frames to bicycles.

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• How are Nespresso capsules recycled?
  1. Through the dedicated Nespresso scheme, used capsules are sent to our recycling facility
  2. They are shredded to separate the coffee grounds from the aluminium capsule
  3. The coffee grounds are transformed into green energy or nutrient-rich compost
  4. The empty capsules are heated to melt off the plastic coating and other materials
  5. Once only pure aluminium remains, this is melted and recycled

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• Are your capsules made from recycled aluminium?

  Nespresso capsules require a special grade of aluminium. The availability of recycled aluminium in this specific grade is very low. In fact, the best source of the correct grade of aluminium is from recycled Nespresso capsules. We are using recycled Nespresso capsules to make new capsules wherever it is feasible and it makes sense environmentally.

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

  Plastic capsules generally need more packaging such as an additional wrapper to preserve freshness. Ironically, this is often made of aluminium. We believe aluminium is the more sustainable material for our capsules as it reduces the need for extra packaging and protects the freshness and quality of our coffee - and it is infinitely recyclable.

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• What is the carbon footprint of portioned coffee?

  We believe that portioned coffee makes sense from a sustainability perspective. We use a Life Cycle Assessment (LCA) approach to measure the carbon footprint of our products. We are working at all stages of our product life-cycle – from seed to sip – to reduce our environment impact. Since 2009, we have already reduced the carbon footprint of every cup of Nespresso by almost 20%.

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• Does portioned coffee generate unnecessary waste?

  We use a Life Cycle Assessment (LCA) approach to measure the environmental impact of our products. It shows that the greatest impacts are the processes of coffee farming, followed by the machine-use phase. Packaging is not the main driver of the environmental impact, it only comes third. With the Nespresso precision consumption system, our customers only use the exact amount of water, coffee and energy needed to make one cup with no wasted resources - minimizing food, water and energy waste. The precise use of resources in a precision consumption system can actually reduce waste, and in many scenarios this more than compensates for the additional packaging used for portioned coffee.

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

  Nespresso professional capsules can be recycled just like our at-home capsules can be. The collection and recycling of capsules is discussed on a case by case basis with our professional customers and we have set up many personalised services across the countries we work in to make sure they can also recycle.

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Accounting

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

  If you registered with a VAT number, 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, 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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• How can I monitor the status of my refund request?

  The refund will be paid about 14 working days after the request was submitted and will be made to the same credit card originally used for the payment. The amount of time it takes for the credit to return available will vary depending on the bank circuit involved.

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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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