Frequently asked questions

Every year, Nespresso introduces one or more limited editions to surprise her customers with new coffee discoveries.

Due to their exclusive character, these limited editions are available until our stock is depleted.

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

The green coffee is soaked in water of around 80° C for about an hour. The caffeine dissolves into the water. 

The coffee is then removed from the water and carbon is added to the water to remove the caffeine. After that the coffee is put back into the water to dry out and reabsorb the natural coffee bean aromas. The usual grinding and roasting methods are then employed.

The removal of caffeine is, therefore, completely natural. This decaffeination process removes up to 99.9% of the caffeine from the coffee beans.

The calorie content in an Espresso cup is negligible. There are 1260 Kj (300 Kcal) in 100 grams of roasted and ground coffee. The Nespresso Espresso capsules contain an average of 5.5 grams of coffee and Lungos contain around 7 grams. The fact that the ground coffee is dissolved in water means that a cup of coffee contains even fewer calories. A 40 ml Espresso contains around 0.6 calories and a 110 ml Lungo contains around 1 calorie.

The caffeine level in a prepared Espresso capsule is around 55-65 mg. The fact that the Lungo varieties contain 20% more coffee means that the quantity of caffeine can vary between 77 and 89 mg per capsule.  The difference largely depends on the green coffee used (Arabica or Robusta), the degree of roasting and, to a lesser extent, where the coffee beans come from.

• Espresso (1.35 oz/40 ml) --> around 55-65 mg of caffeine;
• Lungo (3.75 oz/110 ml) --> around 77-89 mg of caffeine;
• Deecaffeinated Grands Crus --> between 2 and 3 mg of caffeine;

There is no link between 'intensity' and caffeine level. Caffeine is a colourless and flavourless substance that is released on contact with water. The more water is added to the coffee, the more caffeine it will contain.

None of the Nespresso Grands Crus or Variations contains allergens such as gluten, lactose, or nuts. The 23 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.

Nespresso foremost priority is sourcing the highest quality coffee beans and providing exquisitely unique espresso blends to our customers worldwide.  At this time, we do not have any plans to add tea or hot chocolate related capsules to our Grands Crus selection.  We do offer Limited Edition and flavored Variation espressos each year.

These two milk frothing devices are very similar, with the ability to achieve the same results for hot or frothed milk.  Additionally, they can both prepare cold froth for iced cappuccinos. The Aeroccino+ is chrome plated and has a handle, while the Aeroccino3 has a modern ribbed look, no handle, and is available in 3 colors.  The lid on the Aeroccino+ contains a storage area for your extra whisk while the Aeroccino3 base, along with a power switch, has whisk storage space.  The Aeroccino3 whisks have an extended handle for easy removal. The differences in volume are as follows:

Aeroccino+
Maximum capacity for milk foam: 130 ml
Maximum capacity for hot milk: 250 ml

Aeroccino 3
Maximum capacity for milk foam: 130 ml
Maximum capacity for hot milk: 240 ml

You can choose between 2 options:

- Address of your choice: The order will be delivered by DPD within two working days. If you are unavailable, the company will try to deliver it a second time the next day.

- Nespresso Proximity: The order will be delivered within two working days to the UPS Access Point of your choice. Once the package is available for collection, you will be notified via email or text message. The order can then be collected within the opening hours of your UPS Access Point.

Our Grands Crus are exclusively available to order via Nespresso in the following way:

- Free-phone number 80022633 (for GHL);
- Free fax number 8002 25 36
- Via the website www.nespresso.com;

- Via our mobile application (available for Iphone and Android)
- In the Nespresso Boutiques;
- By post:

Nespresso 
Rue de Birmingham 221
1070 Brussels

You can place your order at any time, night or day, using your personal customer number. If you do not yet have a customer number, you can create this online.

You can choose between three payment methods:

1. Invoice.
2. Credit card.
3. Bancontact.

Nespresso only charges a percentage of the shipping costs it incurs.  We cover these costs entirely if you place an order for at least 100 or for a value of over €40,-

In order to guarantee that deliveries are made within two working days, the order is packed and shipped as quickly as possible. If you wish to amend your order, you should to call the free-phone number 80022633 as quickly as possible. Once an order has been processed, however, Nespresso cannot guarantee that amendments or cancellations can be implemented.

Nespresso aims to deliver every order within two working days. If you place your order on a working day before 16.00, your package will be shipped on the same day.

If you place your order on a Friday after 16.00 or over the weekend, it will be processed on Monday and you can expect to receive the package on Wednesday at the latest.

If the order is placed over the phone, by post, email or fax, the shipping costs will be € 3.90.

However, if you place an order of at least 100 capsules or for a value of more than €40,-, no shipping costs will be charged.

If you choose for a same day delivery, a surcharge of €3,90 will apply. 

If you have not received your package after two working days, you can contact us on our free-phone number 80022633. Our Coffee specialists will identify the reason and offer you a solution.

In order to be able to guarantee the best-in-class service and quality, Nespresso has chosen to manage the sales of the capsules in-house. 

This service is currently not offered by Nespresso.

You may, however, purchase a gift card for the sum between € 15 and € 300. The gift cards are available in our Boutique.

You cannot unfortunately send orders abroad from Luxemburg. If you’d like to do so, you should use Nespresso in the country in which you would like the products delivered.

There is a flag icon on the top, right-hand side of the main screen. If you click on it, you can choose one of the various countries that have Nespresso. If you cannot find the country concerned, you can use Nespresso in Switzerland. From here we can ship capsules across the world.

Goods can be returned within 14 days from the date of receipt.

These goods will only be accepted if they are in good condition, are in their original packaging and are accompanied by the original invoice and the return form.

For detailed information on Nespresso returns conditions and step-by-step guide how to return our products, please visit our Returns policy page.

UPS Access Points are accessible and flexible collection locations and include outlets such as newsagents and petrol stations. They have long opening hours both during the week and over the weekend.

A delivery via UPS will be made at the UPS Access Point of your choice within two working days. Shipping costs of € 3.90 will be charged for each delivery. However, if you order 200 capsules or more via our website, Nespresso will cover these charges for you.

Once this delivery has been left at the appropriate UPS Access Point, you will receive notification via a text message or email.

For more information, please visit www.ups.com.

If you have chosen “Address of my choice”, you can contact our Coffee specialist on free-phone number 80022633.

If you have chosen “Nespresso Proximity”, you can track your parcel at www.ups.com

If you have received a damaged package, you should contact our coffee specialists on free-phone number 80022633. Our coffee specialists shall provide you with the best possible solution.

If you wish to place an order with a Gift card, you can contact the free-phone number 80022633 (for GHL) or visit our Nespresso boutiques.

The serial number of your machine is a code that comprises 19 characters and begins with "10", "11", "12", "13", "14" or "15".It can be found on a silver sticker underneath the machine.

If you cannot register the machine’s serial number on your internet account, you can leave this field empty and continue with your order. Once your online order has been processed, you will be allocated a personal client number. You can simply contact us at a later date, with your client number, and we can then enter your serial number for you.

You need to log in to your internet account if you wish to change your email address. Once you’ve logged in, click on Order (next step) to continue. Go to  “My Account” at the top of the ordering page where you will then be able to amend your personal details. Select the option “My email address” and then enter the new email address.

If you have forgotten your password or would like to amend it, you should go to www.nespresso.com and click on the link “forgot your password?”.

This allows you to request a new password via email.

You can amend your address via your online account.  When you log in via www.nespresso.com, click on the “My Account” option at the top of the screen. You will then be taken to a webpage where you can find your personal details. You can add a new or amend an existing address via the option "My Addresses".

Alternatively, you can amend your address while placing an internet order. When placing your order, you are provided with an order overview on the last page. The delivery and invoicing address(es) are given at the top. You can click on the button “Change” to amend an existing or add a new address.

Attention: This change will (only) be completely processed when you place your next order. If you want to amend these details earlier, we advise you to contact Nespresso through our contact form. One of our Coffee Specialists will adjust your address with pleasure.

Your Nespresso customer number is created when you place your first order via www.nespresso.com or when you have registered via Nespresso on the phone or in one of our Boutiques. Your customer number can be found on any of our invoices and is also displayed on the first page when you log in on your account at  www.nespresso.com. You are advised to provide your personal customer number whenever you contact us. This enables us to provide you with an answer as quickly as possible.

If you are not satisfied with the quality of the products you have received, we ask you to contact Nespresso by phone of via the online contact form. You are advised to have the relevant packaging at hand when you call us. The production codes on the packs allow us to trace the production batch. Please also provide us with as much information as possible about the nature of the damage/defect as this will help us find an effective solution.

We kindly ask you to contact the Technical Service team on free-phone number 80022633 and we’ll be happy to assist you with your inquiry.

The Technical Service team is available 24/7!

When you contact us for technical support, you are advised to be near your coffee machine as certain solutions can be offered directly over the phone.

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

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

If you press a cup button and no water comes out of the spout, it is possible that the machine has an air bubble which most often occurs when the tank runs empty or after a period of non-use.

For the Essenza and Le Cube machine, simply lift the coffee lever and push it away from you. While applying pressure, press either cup button until water appears in the capsule chamber.

CitiZ, Pixie, U and Lattissima owners can fill the water tank, eject any capsule in the chamber, close the coffee lever and press the large cup button. The auto-prime function will push the air from the circuit. When water begins to flow through the spout, the air bubble has been released.

For owners of machines with steam arms, it is best to activate the steam/hot water function. The lower pressure this function operates with allows the air to be released with greater ease.

You are welcome to contact our Technical service for further assistance on our free-phone number  80022633 (for GHL).

If you are not happy with the amount of coffee that your Nespresso machine provides, you can reset the amounts delivered.

Essenza/Cube/Citiz/Pixie/Lattissima lines can be reset as follows: Take a capsule and place a cup under the coffee spout. Press the coffee button and keep pressing until you have reached the required amount of coffee.

For U machines: Open the slide, put a capsule in the machine and a cup under the coffee sprout. Hold your finger on the button you want to reprogram and close the slide. Take your finger from the button when you have the desired amount of coffee in the cup. The other 2 coffee buttons will blink to confirm.

This quantity will be the saved in the memory of your machine. In future, your cup will be filled to this new level. The programming can be done for all coffee buttons on your machine.

All Nespresso CitiZ machines are equipped with an energy-saving mode. This means that the energy used by your machine reduces drastically after 30 minutes of inactivity. The alternate blinking of the two coffee buttons indicates that the machine has gone into this mode. You can go out of the energy-saving mode by simply pushing one of the coffee buttons.

Our Pixie machines are equipped with an ‘OFF mode’ which means that the machine turns itself off after 9 minutes of inactivity to minimise the energy use.

You should choose a descaling kit according to the type of your Nespresso machine:

Essenza – Cube - Lattissima -  Pixie – CitiZ - U - (Gran) Maestria: 3035/cbu-2;
Classic line: 3035/cla-2;
Concept line: 3035/con-2;
Jura N90 : 3035/N90-2;
Siemens Sn70-SN911: 3035/350-2.

The descaling fluid is the same in all the kits, but the descaling instructions differ depending on the type of the machine. 

In order to keep your Nespresso machine in optimal condition, you are advised to descale your machine after every 400 to 600 capsules or at least 3 times a year. The harder the water in the area where you live is, the more often you need to descale your Nespresso machine.

In Luxemburg you have a 2 year warranty on all machines and Aeroccino as long as you can provide the proof of purchase.

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

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

One should use a small cup of 40 ml for our Espresso varieties and la lager cup of 110 ml for the lungo ones. Running more water through a capsule than it’s advised can result in grounds in the cup.

Purging or descaling your machine can be of help you in some cases. See the user manual for further instructions.

Should you need more assistance, you are more than welcome to contact us on our free phone number 80022633.

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

You can find a manual via the following link. You can also take contact with Nespresso on our free phone number 80022633 and we’ll be happy to provide you with a copy by post or email.

If the Aeroccino does not switch on, first of all try a different socket. Ensure that the Aeroccino is placed on the base correctly before pressing the ON button.  Be aware that the machine device will not respond when it is cooling down.

You are welcome to contact our Technical service for further assistance on our free-phone number 80022633.

You have 2 years warranty on Aeroccino providing you can present the proof of purchase.

- We advise you to let the device cool down between 2 preparations

-  You are also advised to clean the Teflon-coated interior with warm water and a soft cloth after each use. We do not recommend the use of abrasive sponges as they can damage the surface, allowing milk residue to build up in the scratches.

You are welcome to contact our Technical service for further assistance on our free phone number 80022633.

The account number of Nespresso Luxemburg is IBAN: LU030030240725050000; BIC/SWIFT: BGLLLULL.

At the moment, Nespresso does not have organic coffee in its range. However, we do supply coffee that comes from our AAA Sustainable Quality™ Programme.

The AAA Sustainable Quality™ Programme is based on the following cornerstones: Quality (AA) and Sustainability (A) on economic, social and ecological levels.

We follow this programme rather than any other “organic” programmes as we believe that other dimensions of coffee production (e.g. economic and social aspects) are just as important for coffee growers, their communities and the further development of their plantations.

The AAA Programme follows the “Tool for the Assessment of Sustainable Quality” (TASQ™). TASQ™ categorises and assesses each plantation to determine how the quality of coffee beans and the social-economic wellbeing of the coffee growers can be improved.

At the end of 2010, over 60% of coffee used by Nespresso came from around 40,000 coffee growers which form part of this AAA Programme.

In the context of Ecolaboration™, Nespresso has set itself the following goals which must be achieved by 2013:

• To source 80% of its coffee from the Nespresso AAA Program
• To triple its capacity to recycle used capsules to 75%
• To reduce the carbon footprint of a cup of Nespresso by 20%

For further information concerning our initiatives, please go to www.nespresso.com/positive.

You can find all of the various coffee machines for offices on our website www.nespresso.com/pro. You can compare different possibilities and choose the one that suits best your company’s needs. You can also request a demonstration or brochure online.

If you need additional information, you can complete the online form and send your request to us. You can also contact our Coffee Specialists by phone on 800 – 230 34.

If you would like to enter into collaboration with Nespresso, you can send your request to sponsoring.benelux@nespresso.com. You are advised to provide all the information concerning the project straight away:

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

If we are interested, you will be contacted within two weeks from the moment of receiving your request.

The Nespresso AAA Program differs from Fair Trade in that it seeks to find a long term balance between highest quality - which is the primary basis for the selection of our coffees - and social, environmental and economic criteria.

Although Fair Trade is an important initiative for some farming communities, after reviewing the needs of Nespresso we decided that we required a program tailor-made to fit our focus on quality. This program has been developed in close collaboration with the leading non-governmental organization, Rainforest Alliance.  AAA farm assessments are independently verified by Rainforest Alliance.

Nespresso has been committed to ensuring that the communities of coffee farmers that produce the highest quality coffees for us benefit from the excellence of their crop.  The aim of the AAA Program is to improve quality and sustainability practices on the farms and in the regions where the highest quality coffees are cultivated.

The AAA premium that Nespresso pays participating farmers is roughly 30-40% above the standard market price for coffee and 10-15% above coffees of similar quality.  The program is about more than paying a premium; it is about building a long term relationship with coffee farmers. 

More information can be found at www.nespresso.com/ecolaboration.

Every year, Nespresso opens new Boutiques across the world. These offer you the opportunity to discover our Grands Crus, our Machines and our Accessories. You can find your nearest Boutique via our Boutique Finder. You can also use the website to consult the Boutiques’ opening hours.

We currently have one Nespresso Boutiques in Luxemburg.

Nespresso currently offers three methods for recycling used capsules:

Option 1: bring back to the Nespresso Boutique
You can hand in all your used Nespresso capsules in one of the Nespresso Boutiques. In order to make this even easier, we have provided special containers in which you can store up to 100 used capsules until you next visit one of our Boutiques. These containers are availavle for purchase (ref. number 3404, price € 20.00)*

Option 2: Collection via DPD and Dynalogic (in Nespresso recycling bag)
You can hand over your used capsules to the delivery services DPD and Dynalogic when they deliver your next Nespresso order (or any other order that is delivered via these suppliers).

We would like to stress that you cannot hand your used capsules to the postman or leave them at the post office. They can only be given to couriers from DPD and Dynalogic when they deliver to your home.

Option 3: Bring to a UPS Access Pointt (in Nespresso recycling bag)
The process of handing in your used capsules is made even easier if you drop them off at your UPS Access Pointt. UPS offers enormous flexibility as a result of long opening hours both in the week and over the weekend. You can find your nearest UPS Access Point at www.ups.com.

You can hand in your Recycling Bag at one of these UPS Access Point whenever you have time. However, in order to limit your ecological footprint, we advise you to do so when you go to the UPS Access Point to pick up your next order.

The Nespresso recycling bag can carry 200 capsules and has been specifically developed for handing in used capsules via the DPD, Dynalogic and UPS networks. The fact that they use their normal transport routes in order to collect the recyclable capsules means that we retain a neutral ecological footprint. The bag can be added to your regular order free of charge.

It is important to use the full capacity (200 used capsules) of the recycling bag before returning it to us. This allows us to optimise the ecological efficiency of the recycling system.

If you would like further information about our sustainability initiatives, we invite you to visit our website www.nespresso.com/recycling

*Prices are subject to change.

You can always bring your machine and aeroccino to your local container parc for recycling. When purchasing a new machine via Nespresso you can:

1. Return your used machine and aeroccino for recycling to one of our Boutiques or
2. Return your used machine for recycling by sending it back to us. If you want to use this option, please call Nespresso (8002 26 33) where an operator will explain the exact procedure.

In both cases Nespresso will bring your machine to one of its recycling partners and make sure it is processed in the appropriate way. You will find more information on Nespresso’s environmental commitments and initiatives on www.nespresso.com/ecolaboration