It is the month you became a Nespresso member and made your first coffee purchase.
[Expert, Ambassador] You will receive a surprise gift upon coffee purchase during your Anniversary month.
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You can check the delivery status of your order by following steps. 1) Login on the Nespresso website. 2) Click “Tracking Number for Your Order” at the bottom of the page on “My Orders” of My Account. 3) The delivery status will be shown. (Yamato Transport)
When you cannot find your order with the above steps, please contact us with inquiry form.
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Yes, Nespresso now offers home collection service for used Nespresso capsules. Please purchase the recovery bag and request the pick-up from the dedicated site. For more details, please click here.
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In the case where you have a problem with your coffee machine, please contact us with inquiry form.
[Assistance service program] ・Fixed prices for repairs *The fee differs depending on the model of machine. ・We will pick up your coffee machine by a express courier service. ・We will provide you with a loan machine during the repair time. *This may not be available depending on conditions. ・Your coffee machine will be returned by a express courier service after completion of the repair. ・All repairs are covered with a six-month warranty after the return.
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Delivery fee is 620 yen nationwide (including tax) in case of ordinary delivery. Free delivery is offered if you purchase an amount of 4,000 yen including tax*.
*When the actual payment amount including tax becomes lower than 4,000 yen due to benefits such as a discount coupon, the delivery fee will be charged even if the order total amount including tax is 4,000 yen or more.
For the specific regions of Tokyo, Aichi, or Osaka, we propose the delivery service using bicycles as main vehicle at 450 yen (including tax). Please refer to FAQ 'What is "Eco delivery"?' for details.
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Online Support
After you login your account, go to the My Account to stop receiving direct marketing mails on “Information from Nespresso,” If you cannot login your account, please contact us .
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After you login your account, go to the My Account to update those information on “My personal information.”
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After you login your account, go to the My Account to update the information on “My Addresses.”
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Please click “PLEASE SIGN INTO YOUR ACCOUNT,” and then go to “Forgot your password ?” for resetting.
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Nespresso Japan does not ship orders outside Japan. Therefore, you cannot register your overseas address as your shipping address and billing address. Please register your address within Japan. A "billing address" is the address where delivery notice/receipt is sent. Please note that it is not the registered address for your credit card.
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NESPRESSO & YOU
It is the month you became a Nespresso member and made your first coffee purchase.
[Expert, Ambassador] You will receive a surprise gift upon coffee purchase during your Anniversary month.
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To maintain your membership tier, you will need to make at least 1 coffee purchase within 12 months from your Anniversary month. Membership tier resets to 0 when you have not purchased capsules for the past 12 months. After reset, any coffee purchased in that month will become your new Anniversary month.
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Only paid capsules purchased under your account directly from Nespresso Boutiques, Nespresso Online Store, Mobile App or Customer Service are eligible.
※ Nestlé Online Shops, Nespresso Professionals, Rakuten Ichiba, Amazon, Yahoo Shopping and third-party online shopping sites are not eligible. Capsules purchased at these locations are excluded from the calculation of the number of purchases.
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How the descaling kit is used depends on your coffee machine model.
Please refer to our video tutorial and instruction manual by selecting your coffee machine model from this link
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Expert tier benefits (1 sleeve for every 400 capsules purchased)
Ambassador tier benefits (2 sleeves for every 400 capsules purchased)
Calculation is based on the number of capsules purchased during the eligible tier and not based on number of capsules purchased since becoming a member.
Please note that free of charge capsules received through benefits and campaigns, canceled or returned orders are not eligible.
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From June 24th 2020, you will receive a free descaling kit with every purchase of 600 capsules.
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Recycling
Nespresso has chosen aluminum as packaging material for its exceptional ability to preserve the content and protect against external impact, as well as the fact that aluminum is infinitely recyclable.
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There are currently two ways of recycling your used Nespresso Original and Vertuo range aluminum capsules.
1) Purchase a recovery bag (home collection use), request the collection from our dedicated website and send it back to Nespresso 2) Use a recycle bag (store use) and return your used aluminum capsules to a Nespresso Boutique
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The recycle bag (store use) is white and available free of charge. You can use it to drop off your used Nespresso capsules at Nespresso boutiques.
The recovery bag (home collection use) is black and available at 800 yen. You can use this bag to request collection of used Nespresso capsules from your home. 900 yen gift credit will be awarded to your Nespresso account when the receipt of your bag is confirmed.
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When you purchase a recovery bag (home collection use) at 800 yen (including tax) and request collection from our dedicated website, we will award 900 yen gift credit to your Nespresso account when the receipt of your bag is confirmed. Please see more details on gift credit here.
No credit is applied when you use a recycle bag (store use) and deposit it at a Nespresso Boutique.
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Up to 3 recycle bags (store use) can be obtained per customer at one time. Please contact the boutique staff.
We also ship out recycle bags free of charge when you order other items through the Nespresso website or App. We do not accept orders for recycle bags only.
Recovery bags (home collection use) can be purchased from Nespresso boutiques, website, apps or by free dial 0120-57-3101(8:00-22:00). We accept orders for recovery bags only.
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For depositing at Nespresso boutiques we accept any sealable bag which does not leak but we recommend the use of Nespresso recycle bags. The recycle bag can be sealed securely using the double-sided tape. Wet capsules, if left for a long period, may lead to unpleasant odors or fungus so please use the dedicated Nespresso bag.
Only Nespresso recovery bags are accepted for home collection. Nespresso gift credit will not be applied when bags other than the dedicated recovery bag are used. Please do not deposit recovery bags (home collection use) at Nespresso boutiques.
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In a recycle bag (store use), you can put 80 Original or 30 Vertuo capsules in the small sized bag while you can put around 160 Original or 60 Vertuo capsules in the large sized bag.
In a recovery bag (one size only), you can put around 100 Original or 40 Vertuo capsules.
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Nespresso established a dedicated recycling program specifically for recycling capsules made from aluminum. For non-Nespresso capsules, we suggest you contact your capsule manufacturer to enquire about the recycling options they offer to their customers.
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The aluminum is separated from the residual coffee. The aluminum is recycled and sent back to the aluminum industry to produce new aluminum products. The coffee is transformed into compost, and will be used by our business customers such as hotels and restaurants. Some of our hotel customers are already using Nespresso compost for their potting plants.
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Yes Starbucks® by Nespresso® used capsules are aluminum and can be recycled.
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ご自宅回収用リカバリーバック全般
Gift credit from recycling home collection is valid for 6 months.
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Yes, Nespresso now offers home collection service for used Nespresso capsules. Please purchase the recovery bag and request the pick-up from the dedicated site. For more details, please click here.
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Yes you can but please note that the gift credit will not be awarded if the amount of capsules contained is insufficient (less than dotted line on the bag).
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For change of collection date or cancellation, please contact Nespresso free dial 0120-57-3101(8:00-22:00). If you missed the collection, please contact the delivery company directly.
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Shipping fee is applied when the total purchase amount is less than 4,000 yen. There is no shipping fee when you purchase the recovery bag along with other Nespresso items and the total amount is more than 4,000.
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Recovery bags (home collection use) cannot be collected at stores. Please use recycle bag (store use) when you bring used capsules to a Nespresso boutique.
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Once the receipt of your recovery bag is confirmed, the gift credit is applied to your Nespresso account based on the customer number you have provided at the time of collection. Once the credit is granted, you will receive the e-mail registered in your Nespresso account.
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Customer number is shown in My Account when you log in to your Nespresso account. You can also find your customer number in a delivery note. Please ensure that you input your customer number correctly in order to receive the gift credit.
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There is no charge for shipping used capsules using the home collection service.
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ご持参用リサイクルバック全般
You cannot use a recycle bag (store use - white) for home collection.
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Product Information
It is one year from the purchase date. Also, it will be extended from one year to two years if you register the serial number of the Aeroccinoto Nespresso Club. Please visit here to register for Nespresso Club membership.
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Nespresso capsules are hermetically sealed; protected from light, moisture and oxygen. At the end of every sleeve you will find both the "Production date" and the “Best before” date. We guarantee that you receive your capsules at least three months before this date. As the date simply acts as an indicator of optimal freshness, flavor and aroma, unopened capsules are completely safe to consume after the "Best before" date.
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Each local government has different rules for disposal of a coffee machine. Please ask your local government of the residential area directly.
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It is two years from the purchase date. Also, it will be extended from two years to three years if you register the serial number of the coffee machine to Nespresso Club. Please visit here to register for Nespresso Club membership. *The serial number is 19 alphanumeric characters located near a bar code on the bottom of the coffee machine. *A warranty (with the purchase date and purchase stamp) or a proof of purchase (receipt, etc.) is required for repair.
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Each local government has different rules for disposal of used coffee capsules. Please ask your local government of your residential area directly. For your information, the Nespresso capsule is made of aluminum.
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Introducing a recycling system is one of the important issues in the Japanese market. Unfortunately, the situation is not sufficient in Japan. We will build a system to promote recycling based on each country’s laws and regional networks. We must admit that it is difficult to improve the situation immediately; however, we will continuously strive to provide satisfactory services in terms of disposal of used capsules as well.
Each local government has different rules for disposal of used coffee capsules. Please ask your local government of the residential area directly.
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There are three types of capsules such as Ristretto, Espresso, and Lungo. We recommend pressing Ristretto button (25ml) for Ristretto, Espresso button (40ml) for Espresso, and Lungobutton (110ml) for Lungo. If you use more hot water than recommended, coffee powder may leak or the operation may stop in the middle since the capsule gets pressure. When you want to drink a generous amount of Ristretto or Espresso, add hot water only after extracting the coffee with recommended volume and removing the capsule. You can enjoy tasty Americano with no extra bitterness or no zatsumi(unfavorable taste).
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Orders & order follow up
You can choose payment by credit cards or cash on delivery. *For orders by fax, only cash on delivery is available. No fee is required with either payment method. For those who have Nespresso Gift Card, please visit here.
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Delivery fee is 620 yen nationwide (including tax) in case of ordinary delivery. Free delivery is offered if you purchase an amount of 4,000 yen including tax*.
*When the actual payment amount including tax becomes lower than 4,000 yen due to benefits such as a discount coupon, the delivery fee will be charged even if the order total amount including tax is 4,000 yen or more.
For the specific regions of Tokyo, Aichi, or Osaka, we propose the delivery service using bicycles as main vehicle at 450 yen (including tax). Please refer to FAQ 'What is "Eco delivery"?' for details.
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Once your order is completed, an order acceptance e-mail will be sent to your registered e-mail address. You can also see your order history on “My Orders” in “My Account.” Please make sure to tick the “Terms of Sale Confirmation” checkboxlocated at the bottom of the page of the final confirmation of order. Otherwise, your order will not be completed.
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Please make sure to tick the “Terms of Sale Confirmation” checkboxlocated at the bottom of the page of the final confirmation of order. Otherwise, your order will not be completed.
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We cannot accept any changes or cancellations due to customer circumstances, after the order is completed on the website. For details, please contact us with inquiry form.
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We will issue the invoice at the time of shipment. Please see below for how it is enclosed.
[Payment by credit card] In the case where the shipping address and billing address are the same, the receipt will be enclosed in your order. In the case where the shipping address and billing address are different, the receipt will be sent to the billing address separately from your order. * Only a delivery notice without price information will be enclosed in your order.
[Cash on delivery] The receipt will be enclosed in your order. In the case of cash on delivery, we cannot send the receipt separately from your order.
Please note that we cannot reissue the receipt or issue the receipt with a different name from the person who placed the order.
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Wrapping services such as gift wrapping and noshiwrapping are not available for the orders on website, app., and toll-free phone. In the case where you purchase a product at a Nespresso boutique (a directly managed store,) gift wrapping service in a store is available.
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Delivery support
When your orders are placed on website, app., or toll-free phone, you can designate the date and time of delivery. When your orders are placed by 5 pm, we deliver during the following time zones on the following day. (Excluding certain areas such as Hokkaido, Okinawa, remote islands, and rural districts.) 8:00 a.m. -12:00 noon, 14:00 -16:00, 16:00 -18:00, 18:00 -20:00, 19:00 -21:00 Furthermore, when your orders are placed by midnight, you can receive your order between 18:00 and 21:00 on the following day in the Tokyo metropolitan area and the Kansai region (excluding certain areas.) Please note that delivery may be delayed due to traffic or weather conditions.
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We deliver the goods with eco-friendly and affordable delivery method by using bicycles as main vehicle.You can not designate the delivery time-slot, but the delivery fee is lower compared to other delivery methods. It takes approximately 2-4 days (excluding weekend and bank holidays) from order placement to delivery. You can choose this delivery service on delivery method selection page in “Step 2 Delivery setup”, if your delivery address fall into the respective regions.
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You can check the delivery status of your order by following steps. 1) Login on the Nespresso website. 2) Click “Tracking Number for Your Order” at the bottom of the page on “My Orders” of My Account. 3) The delivery status will be shown. (Yamato Transport)
When you cannot find your order with the above steps, please contact us with inquiry form.
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Product Issue
If you received incorrect, damaged, or missing items in your order, we will make the necessary adjustment immediately. Please contact us with inquiry form.
[Return of items due to customer circumstances] We cannot accept returns of food products, such as coffee capsules, chocolates, and sugars. We can accept returns of non-food products unless the product package is opened. Please contact us with inquiry form with in 8 days after you receive the product. *We ask the customer to pay the return freight cost.
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Capsules themselves may sometimes be dented even though the package, which contains the capsules, has no damages. Those dents are caused by impact shock during shipping. Also, the dents may be produced when the capsules are pushed with fingers to open the package. If side of capsules are slightly dented shown in the image below, there is no problem to use them.
However, in the case where capsules change shape or foreside of capsules is badly dented, please refrain from using them. They may not fit in a coffee machine or they could damage the coffee machine.
When you find such capsules, please contact us with inquiry form.
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In the case where you have a problem with your coffee machine, please contact us with inquiry form.
[Assistance service program] ・Fixed prices for repairs *The fee differs depending on the model of machine. ・We will pick up your coffee machine by a express courier service. ・We will provide you with a loan machine during the repair time. *This may not be available depending on conditions. ・Your coffee machine will be returned by a express courier service after completion of the repair. ・All repairs are covered with a six-month warranty after the return.
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Try to restore the volume to factory setting. You can download the instructions here.
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Original Coffeemaker in general
It is important to keep it clean to use the machine as long as possible in a stable condition. We recommend you take care of the coffee machine following the steps below.
1) Immediately remove any used coffee capsules from the machine. Lift the lever every time after extracting coffee. Remove the coffee capsule to empty the capsule insertion slot.
2) Rinsing Before the first and after the last usage of the day, we recommend you run hot water through your coffee machine without putting a coffee capsule. This can wash away the remains such as coffee powders and oils to avoid clogging.
3) Emptying After rinsing, lift the lever to remove humidity and water from inside the coffee machine. In the case where you do not use the coffee machine for a long period of time, use the emptying mode.
4) Descaling Descale your machine once every half a year or once a year depending on water quality you use. Change the mode of the coffee machine to descaling. We recommend using the designated descaling kit.
5) Cleaning filter A filter is equipped in the capsule insertion slot of the coffee machine where aluminum foil of a capsule touches. Scrub the filter with wet toothbrush or something else, and then run hot water through for a few times using Lungocup.
If you have any questions, please contact us with inquiry form.
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An air lock may be happening in the hot water pipeline inside the coffee machine. Plug the coffee machine in. Close the capsule insertion slot without putting a capsule in it. Make sure if hot water comes out by pressing a large cup (Lungo) button. If no hot water comes out after 10 times attempts, unplug the coffee machine for about 30 minutes to avoid overheating. Try another 10 times. Pressing one time here is defined as pressing the button until the noise stops. If the trouble remains, please contact us with inquiry form.
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Original Lattissima in general
Descaling operation may not have been finished properly. Plug the coffee machine in. Try the descaling operation again with hot water.
When descaling is finished properly, ・Lattissima: the machine changes to the energy saving mode automatically. LattissimaPlus, LattissimaPro, LattissimaTouch, LattissimaOne: the machine’s power is turned off automatically.
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Aeroccino in general
・We recommend using fresh whole milk or low fat milk at cold temperature (4 -6 degrees.) ・Remove the Aeroccinobody from its power base, and rinse it every time after use. * When using the machine continuously, it does not froth well because Aeroccinobody gets hot and does not work properly. ・Wash the Aeroccinobody and foam ring/spring with neutral kitchen detergent after use. Dry them well.
If the trouble remains, please contact us with inquiry form.
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U
There is a possibility that it is in the descaling mode. Please follow the instructions below to exit themode.
1) Keep pressing all the three backlight buttons at a time. You will hear a short beep. 2) After hearing a short beep, remove your hand. Also, confirm only one of the three lights is on. The machine is now ready for use. *If you hold your hand around the backlight buttons or place a towel over while the power is on, the coffee machine may change to the descaling mode, as it mistakenly detects that three buttons were pressed for a while.
If the trouble remains, please contact us with inquiry form.
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Accounting
- Log in to the Nespresso official website https://www.nespresso.com/jp/en/ - On top right, next to your name, your credit balance is shown as "available coin" ※While you have an item in shopping bag, "available coin" is not shown. ※The display of the website will change depending on the size of the screen you are viewing. It will not be displayed on devices with small screens such as smartphones. Please check from a PC with a large screen or from the app.
＜From Apps> - Log in to Nespresso official App. - Go to right bottom "Account", your credit balance is shown in "Account Information"
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You can use 1 gift credit as 1 yen at the Nespresso website.
Gift credit is applied to your Nespresso account based on Nespresso's rules and timing. When you use the gift credit you need to be logged in to your Nespresso account (the credit is awarded to the customer number).
When you purchase items, once you progress to your shopping bag your gift credit can be automatically used as part of your payment. Your credit balance after the purchase is shown on the order confirmation page.
When you are purchasing at Nespresso boutiques or by free dial 0120-57-3101(8:00-22:00), please specify that you wish to use gift credit. Nespresso gift credit cannot be used at Nespresso official stores at PayPay Mall, Rakuten or Amazon, nor at temporary stores, home appliances stores or Costco.
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Other
Nespresso Professional Service (business purpose) is available. Please visit Nespresso Professional website for further information. https://www.nespresso.com/pro/jp/ja/home
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Please contact us with inquiry form. If you use iOS app, go to right bottom "Account" as logging in, and tap "Delete my account".
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For inquiries on "regular purchase of coffee capsules" on Nestle Online, please contact "Nestle mail-order call center." Nestle mail-order call center: 0120-600-868 (24/7)
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PDFinvoice
Yes, it is possible. You will receive paper-based receipt by default unless you have completed the PDF electronic receipt (statement) opt-in procedure.
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This is a form of electronic document file format (PDF) used to deliver receipt and statement.
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Only one receipt option is available. *In the case of cash-on-delivery payment, the document sent in PDF will be only the statement. (Receipt will be sent together with your order.)
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The PDF electronic receipt will be sent via E-mail after order completion. You can also check the PDF electronic receipt from "My Account" > "My Orders" on the website. *PDF cannot be checked on the mobile app.
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The "Pending" status indicates the order delivery has not yet been completed.
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PDF electronic receipt is available only for the order after you changed to opt-in status.
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We are unable to provide PDF receipt in advance if the payment method is cash-on-delivery. The receipt will be included in your package.
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If you make a purchase at a Nespresso boutique, receipt is issued by the boutique instead of receiving it via Email.
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