Frequently asked questions

It is an exclusive use module on the Nespresso Family Website www.nespresso.com/mx, which allows the member to schedule a recurring coffee order frequently and content at the partner's choice. There is the option to choose the delivery frequency on a monthly, bimonthly, quarterly and semi-annual basis or at a specific date designated by the partner at the time of its creation or later.

No, there is no additional cost to schedule a recurring order.

No, only with valid Visa, Mastercard and American Express credit or debit cards (not issued abroad).

Yes, you can make changes in payment method by going to "My Recurring Orders" in the main menu or through the options by clicking on "My Orders" there is the option to manage a "scheduled order".

No, you decide when and for how long you want to have recurring orders.

Yes, you can make changes to your recurring orders by going to "My Recurring Orders" within the main menu or through the options by clicking on "My Orders" there you will see the option to manage a "scheduled order".

Yes, you can make changes in delivery dates and frequencies by going to "My Recurring Orders" in the main menu or through the options by clicking on "My Orders" there is the option to manage a "scheduled order".

You must enter "My Orders" and identify the button called "My Recurring Orders" within the main menu or through the options by clicking on "My Orders" there you will see the option to create a "new scheduled order". In order to create a Recurring Order, you must be of legal age, be registered on Nespresso.com with a valid email address, have a valid credit or debit card (VISA, MasterCard or American Express) and be logged in.

Yes, you can make changes to the delivery address by going to "My Recurring Orders" within the main menu or through the options by clicking on "My Orders" there is the option to manage a "scheduled order".

Yes, the Nespresso Family Coffee Subscription program and the Distinction program are independent. The Nespresso Family Coffee Subscription program provides 10% Nespresso Credit according to the monthly subscription plan contracted, while the Distinction Program is a loyalty program where our best partners are recognized, who have different benefits (Coffee Promotions, 15% discount on any purchase of accessories or milk devices, Free Shipping and 1 Nespresso Machine Technical Service). Recurring order allows you to schedule a Coffee Order when the member wishes to receive it with the coffee capsules of their choice.

The Credit  Nespresso Family can only be used for coffee*. The term of the Nespresso cumulative credit is valid for up to 1 year in the acquiring month (e.g. the February 2021 credit is valid until February 2022).

None of the subscription plans have any cancelation fee or penalty and can be made at any time. In order to cancel any subscription plan, the member can log into his account at Nespresso.com and cancel it in the My Account / My Subscriptions section. Alternatively, you can call our toll-free number 800 999 7575 and one of our Coffee Specialists will help you cancel the program. In addition, if any subscription plan is canceled and the subscription has a current Nespresso Family Credit, it is not redeemable for cash, transferable, or refundable for any monthly fees that have already been paid.

Any monthly subscription plan can be paid with any credit and/or debit card (MasterCard, Visa and American Express). On the other hand, payment by PayPal, foreign cards and pantry vouchers are not allowed. In addition, the invoice can be issued until the member makes and finishes the purchase using their respective Nespresso Family Credit. Depending on the case, the issue of the invoice can be issued through two scenarios:

•Scenario 1: Payment of the order in full is by using the Nespresso Family Credit. The invoice is issued as an electronic wallet.

•Scenario 2: Payment of the order in advance through the use of the Nespresso Family Credit and a credit and/or debit card. The invoice is issued as a credit card.

It is a program with 5 different subscription plans that provides cumulative credit (Nespresso Family Credit) in the member's account equivalent to 10% of the monthly fee with direct debit to your credit card once registered to the program.

On the monthly cutoff day, a charge attempt is made automatically through the credit or debit card on file. If there are no funds, the member is notified of the failed charge with an email requesting that they update their payment method. Otherwise, the contracted monthly subscription plan is automatically cancelled.

On the monthly cut-off day an attempt is made to collect automatically through the registered credit or debit card. If there are no funds, the partner is notified with an email about the failed charge requesting that they update their payment method. Otherwise, the contracted monthly subscription plan is automatically canceled.

Monthly subscription plans cannot be transferable.

The Nespresso Family Coffee Subscription program and the Distinction program are independent. The Nespresso Family Coffee Subscription program awards 10% in Nespresso Family Credit according to the monthly subscription plan contracted, while the Distinction Program is a loyalty program where our best partners are recognized, who for 12 months from its launch (1 August 2020) have different benefits (Coffee Promotions, 15% discount on any purchase of accessories or milk devices, Free Shipping and 1 Nespresso Machine Technical Service). There is no extra benefit over Distinction partners and the Nespresso Family Coffee Subscription program.

Yes, as long as the Credit Nespresso Family in the account is less than the total amount payable. The Nespresso Family Credit available must always be fully occupied in the order and will always take priority as a payment method.

No. The database of the Partner Distinction program is updated annually and communicated directly to partners who are part of it. The Coffee Subscription program is intended to make it easier for members to have their favorite coffee always at their doorstep. Giving them a 10% Nespresso Credit according to the monthly subscription plan contracted and does not exclusively represent coffee consumption.

Yes, your plan lasts as long as you continue to make your monthly payments. If you decide that your Nespresso Family Subscription plan is not for you, you can cancel at any time without penalty. Simply log into My Account / My Subscriptions at www.Nespresso.com or call 800 999 7575. However, you won't be entitled to a refund for any monthly fees you've already paid on the end date.

No, none. Your subscription plan's monthly amount will vary depending on the plan you select. And if you decide it's not for you, you can end it at any time, with no questions or cancelation fees.

Yes, the Nespresso Credit is applicable in coffee promotions, we want you to enjoy more.

That's right. The Nespresso Family varieties have been produced according to the standards set by the Jewish and Muslim religions, and therefore have Kosher and Halal certification. If you require any of these certificates, please send us an email by clicking at the bottom of this same Q&A section.

Limited Editions are not available after they run out. These blends are offered for a short time because only small quantities are produced.

All coffees have a relatively low real acidity. The actual acidity is not the same as the acidity perceived by the taste buds. Nespresso Family varieties have an average PH level of 5.0. However, the feeling of acidity may vary depending on the type of capsule consumed and is an inherent property of coffee.

Family Nespresso removes more than 99.9% of caffeine from green coffee using water as a solvent. Green coffee beans are immersed in hot water to dissolve caffeine. Decaffeinated beans are then dried by using active carbon to absorb caffeine from the water. The dried grains are again immersed in water that is now free of caffeine. This process is repeated until the beans are 99.9% free of caffeine. Finally, green coffee beans are dried, roasted and ground.

The residual caffeine content in the Nespresso Decaffeinate Family mixtures is less than 0.1%, in compliance with all regulatory requirements. Currently, Familia Nespresso offers 2 varieties of coffee in the Original and  3 on the Line Vertuo . The process of extraction with water maintains the aromas and flavors of the grain. Decaffeinated varieties of Nespresso family are subject to the same quality control as all other mixtures in varieties of Nespresso family. If you want to make your purchase you can click here to buy coffee.

The amount of caffeine in a capsule depends on the varieties of green coffee used in the recipe. The total content can vary between 60 and 80 milligrams per cup, and the size, type and origin of coffee comes into play.

The Robusta origin contains on average 2.4% while the Arabica origin contains approximately 1.3% caffeine.

The classic Nespresso Family capsules contain approximately 5 g of coffee beans while the Lungo capsules contain approximately 6 g of coffee beans. Taking as an example a pure Arabica coffee in a capsule Nespresso Family  of 5 g, it contains 65 milligrams (mg) of caffeine.

Nespresso Family capsules are hermetically sealed, protected from light, moisture and oxygen. At the bottom of each box is the "production date" and the "preferred consumption date”. This last date is about 8-11 months from the production date.

We invite you to discover Vertuo and the full range of coffee varieties with different cup sizes, from Espressos to 535 ml coffees.The more than 25 Vertuo coffees come in four cup sizes, in three different size capsules, which are extracted with our unique centrifuge system, to suit your coffee need at any time of day.

Each blend is specifically created (coffee selection, mix of experts, roasting and grinding) with the best interrelation and harmony with the specific extraction parameters of each of the lines, which differ from each other, so it makes sense that the mixtures have to be different. However, we have similar profiles between Original and Vertuo lines.

You can enjoy a cup of the best coffee in 5 different sizes, which offers you versatility according to the coffee moment you have chosen:

•40 ml The classic Espresso

•80 ml Double shot Espresso 

•150 ml Gran Lungo 

•230 ml Mug

•355 ml Alto (only for Vertuo Next and Vertuo Pop)

•535 ml Carafe (only for Vertuo Next)

Yes, you can definitely create coffee recipes with all our varieties. Sometimes we have released editions specifically designed for cold coffee. To discover cold recipes you can visit us in Nespresso Mexico

All Nespresso Family varieties as well as limited editions do not contain allergens, including gluten, lactose or nuts. The Family Nespresso varieties are composed purely of 100% coffee, and sealed hermetically to avoid being exposed to air, moisture, or any contamination. Any reference to "malt", "milk", or notes of "cocoa" are components of the aromatic profile (naturally occurring within the grain) and do not indicate their physical presence in the capsule. 

Barista Creations Limited edition Nespresso Family flavored editions are 100% allergen-free. Based on our intensity 6 for the original line and 5 for Vertuo, the variations are exquisitely crafted with naturally extracted ingredients, without added sugars.

To learn more, we invite you to explore the coffee experience.  

The caloric content of freshly brewed coffee is minimal. There is 1260 KJ (300 kcal) in 100 grams of roasted coffee and  ground. The Nespresso Family espresso capsules contain approximately 5.5 grams of coffee, and the lungs contain approximately 6 grams of coffee per capsule.

Taking into account the fact that coffee beans are not consumed whole, but rather their content  When dissolved in water, the amount of calories is even less. One cup of 40 milliliters espresso coffee contains approximately 0.6 calories, while 110 milliliters of lungo coffee  contain 1.0 calories.

Our capsules are 100% coffee, however, they are designed to be combined with milk. We hope that some of our indulgent recipes are to your liking and we invite you to know our range of machines and accessories to achieve the best coffee time. 

The top priority for the Nespresso Family is to supply the highest quality coffee beans and provide unique espresso blends to our partners worldwide. At the moment, we have no plans to add tea or hot chocolate capsules to our varieties. We will be continuously putting at your disposal limited edition and Barista Creations Limited edition with new essences. If you want to make your coffee purchase, we ask you to visit the "buy coffee" section. 

If you deposit the coffee at a temperature of not less than 60 degrees, the average time that will keep it warm is 2 hours. In quality tests it was shown that depositing so much water at 90 degrees there was a loss of 30 after two hours. We remind you that outside weather factors also influence and we want you to enjoy your coffee with our range of travel mugs.

Our coffee capsules are designed for 1 single extraction to the corresponding extent. You can find capsules of different sizes to choose the amount of coffee you want to enjoy with a single extraction. 

Vertuo has different varieties of capsules which do not all have the same cost so we would recommend visiting our site Cápsulas Nespresso | Nespresso México

The average life time is indeterminate, in order to have much more life time of your machine it is essential to have preventive and cleaning maintenance on your machine. The steps are located within the manuals that inhabit the site Asistencia para tu Máquina | Nespresso México

Both machines are excellent, and each has its own designs and corresponding functions that make them unique, such as:

Vertuo Next:

•Extraction in different sizes plus one designed to share Pour over style with  535 ml of coffee, which would be for 2 to 3 cups of •American coffee. Compact design and manual opening that makes it interact transmitting a ritual when making each cup of coffee.

•Designed for the environment with its energy saving system. •Connection via BT in order to update the Software.

Vertuo Plus: 

•Plus design to cover the most demanding tastes with an automatic and very intuitive opening.

•Its extraction characteristics are designed to meet the needs of the day with measures from an espresso to an American measure.

Nespresso Family capsules do not have any added sugar or sweeteners. Family Nespresso capsules 100% ground coffee for you to choose the way to taste it, either in black cup or in some indulgent recipe. We want you to like one of our many varieties of Original or Vertuo system.

We ask that before contacting us, please check the following:

•That the address where you expect to receive your order is the same as the one you placed at “delivery address” on your Nespresso order.

•If you have a surveillance/reception area and/or live with other people, ask if someone has received a package in your name. The proof of delivery indicates the name of the person receiving the order.

•Check if there is a delivery attempt notice in your email. Orders require a receipt signature for the carrier to deliver the package to the requested address. Otherwise, they will take you to the nearest courier office or back to the distribution center.

•If despite the points above, your package does not appear, please contact us so we can help you.

In order to guarantee that we will deliver your order in the promised time, we ask you to take into account the following points. 

•Enter the full delivery address, with all the details (floor, door, staircase, street, etc.) and the full name of the recipient.

•Please make sure the postal code matches the colony at the delivery address.

•Make sure someone is present at the delivery address to receive the package.

•Please contact us if you see that the delivery status of the package has not been updated after 24 hours.

If you find that something is missing, damaged, expired or does not belong to your order, please contact us as soon as possible via email, online chat, or our toll-free phone line 800 999 75 75. so that we can process the necessary corrections. We are committed to providing our members with perfect delivery at all times.

We only ask that you obtain the following photo evidence contained in PDF to be shared in the contact section:

•Photos of the outer box showing the label and waybill number.

•Photos of the inner box.

•Photos of all damaged products or varieties (in case you have received your order with damage).

The purchase of capsules, machines and accessories can be made through the following channels:

•By telephone through the Nespresso Club at 800 999 75 75, available 365 days a year from 7:00 to 23:00 hours.

•Through the sections Our Coffee, Coffee and Accessories of the lines Orginal and Vertuo, within the website. If you don't already have your web account, just go to "please login to your account".

•Through our Boutiques.

The tracking number is the order number and can be used to get status once it has been delivered to the delivery courier and this can take up to 24 business hours after you have placed the purchase. In other words, we kindly ask you to wait 24 working hours after your purchase for information about your order in the section of https://www.nespresso.com/mx/es/track

Fast & Green is a responsible and fast way to deliver orders from our App, nespresso.com or Nespresso Line, using bicycles, which makes it a sustainable delivery method and contributes to our goal of Carbon Footprint Neutrality.

You can track your order directly at nespresso.com (https://www.nespresso.com/mx/es/track) or by calling 800 999 7575, chatting with us and with your order number we can give you information on how we can send you the replacement of the damage.

If you want to pay in our application or website you can do it through a Paypal account with your previously registered card or with cards backed by VISA, MASTERCARD or AMERICAN EXPRESS, no matter if it was issued abroad. 

The process for recovering your password for the website can only be done by using the Forgot your password? option, which will appear when you click on the "Login" option, located at the top right of the main page.

The password may not be changed or reset by any other means, either by telephone through the Nespresso Family Club, or in boutiques.

If for some reason you do not receive the password recovery email, we suggest you scan your junk email or SPAM tray; if it still does not work, we ask you to contact us via Chat at https://www.nespresso.com/mx o at 800 999 7575 and a coffee specialist can advise you.

You can get your access to order coffee, machines and accessories for the website very easily.

You can do this through the sign-up option on the website, which is located at the top right of the home page. If you have not been previously registered as a member of Club Familia Nespresso in any of our boutiques or by telephone, we recommend you to have the model and serial number data of your Nespresso machine, as well as those of your delivery and billing address, and contact telephone number.

If you have a Club Familia Nespresso membership number, you only need to have this information, in addition to your registered email address in our system, and your postal code, in order to be able to authenticate your registration and activate your web account. We only ask you to answer "yes" to the question 'Are you already a member of the Club?' and continue.

If you need to replace any  of the parts of your machine,  you can place your order through the telephone number 800 999 75 75 of the Club Familia Nespresso, available 365 days a year from 07:00 to 23:00 hours. If it is an internal part, please avoid opening your machine and contact the exposed phone for technical assistance with some simple tests. We only ask you to have it at hand at the moment of your call.

As with all spare parts of the machine, Aeroccino whisks and tapas can be purchased directly from the Club Familia Nespresso through our toll-free number 800 999 7575 available 365 days a year from 07:00 to 23:00 hours. You can choose one of the following payment methods: VISA, MASTERCARD or AMERICAN EXPRESS.

Foam results may vary depending on the choice of milk, its origin and its freshness. The Aeroccino spiral whisk (Whisk) is necessary to form milk foam to prepare cappuccinos and  latte macchiatos.

For best results, we recommend using cold milk. Milk proteins rapidly break down after exposure to the sun and oxygen, and therefore milk may be perfectly suitable for other culinary uses and not produce satisfactory foam.

The quality of the foam may vary according to different brands and types of milk. The quality of the milk varies throughout the year, so the same brand with the same fat content can produce a different foam in the spring than it produces in the winter.

You can register your machine by logging in as you regularly do, then click on "my account", then "my machines" and finally "add a machine". It is important that you have the serial number of your machine in order to complete the registration. Once registered, you will notice that it has been successfully included 24 hours after performing the procedure. 

You can find support videos for all types of Nespresso machines, within the Machines section of the main menu.

If you need personalized assistance, the Club Familia Nespresso is at your disposal at 800 999 7575, from 7:00 a.m. to 11:00 p.m. 365 days a year, a coffee specialist can assist you. If you wish, you can also contact us in the chat of the site and likewise an expert will help you with the necessary tests and in the convenient solution. 

During the manufacturing process of our machines, different quality inspections are carried out to ensure its optimum performance, the atmospheric pressure difference to which it is subjected can result in the formation of air bubbles inside the ducts of the machine. When the machine is used for the first time, the “no flow” phenomenon may occur due to the presence of these air bubbles and it is only necessary to purge or expel the air trapped in the system.

Here are some tutorials for your machine, you just have to select the one that corresponds to technical assistance for machine.

If you still have questions about your machine, please contact us at Club Nespresso 800 999 7575 and a Coffee Specialist will be able to provide you with further technical assistance and solution.

Vertuo manual opens when you turn a lever so you can insert the capsule, besides the color does not present chrome, it is elegant in monochrome; while Vertuo Plus opens and closes with a single touch. Within the Vertuo Plus range you can find the High End and Low End line. You can enjoy your favorite coffee moment with both machines.

In an Original line machine, it makes 3 extractions: ristretto coffee (25ml), espresso (40ml) and lungo (110 ml).

For Vertuo we have 5 different extraction sizes ranging from 40 ml to 535 ml.

To find out more about each one, we invite you to click on Machines.

We hope you like one.

You can also update the app's software and then pair the Bluetooth device, just follow these simple steps: 

1. Download the Nespresso app in its latest version.

2. Open the app on your smartphone and make sure your machine is in stand by or off mode.

3. Press the machine icon and look for your Vertuo Next (the smartphone should be near the machine).

4. Wait for the machine to be found by the app (this can take up to 1 min).

5.Pairing happens automatically after the machine is found.

6.The serial number will appear on the screen and the machine will be ready.

7.Important: The machine can be linked to several devices provided the same Nespresso account/member number is used.

In case you have not been able to achieve the pairing, we kindly ask you to give us a call to 800 999 7575, and an expert will advise you on the best solution. 

1. Select the Wi-Fi network you want to link to.

2. Add the password and press "Connect".

3. The confirmation will appear when the connection is successful under the legend "Connection successful".

Family Nespresso recommends decalcifying the machine regularly, every 12 months or every 600 capsules of consumption. Over time, the water used during coffee preparation can cause internal mineral accumulation, which can affect the flow, temperature and overall performance of the machine.

Nespresso Family offers a decalcification kit, which is usable in all our machines. Each kit contains two packages of lactic acid solution that performs for two cleanings. Decalcification kits can be ordered by our free phone or online (after accessing your account, select "Accessories", where it will be available in "Other Accessories".

To issue the invoice for your orders, you just need to enter in the following LINK, the data that you must enter are order number, amount, RFC and email.

Familia Nespresso Mexico is at your disposal on 800 999 7575, for any questions or requests for information.

Thank you for your interest in our promotions. You can get details of the promotion by clicking on our legal section and then on "Promotions". 

Please check if the promotion code is the same as the one displayed on the page/app or sent to your email.

If you continue with the inconvenience we suggest you evaluate your order basket to see if the content meets the specifications of the promotion, otherwise we ask you to append missing and re-enter the promotion code. 

Promotions are usually posted on the home screen and mention which code to use.

The promotion code must be entered in the field that bears the same name "promotion code". Gifts or discounts will be reflected at the end of the order, just before the payment process begins.

Among all the materials we evaluate, no other can protect the freshness and aromas of our coffee and at the same time interact with our machines so that you consistently get the high quality coffee our consumers expect. In addition, aluminum offers the unique advantage of being able to recycle endlessly. The use of aluminum also allows us to rule out the need for additional packaging or rewrapping the product to protect the freshness.

In addition, its light weight presents advantages for the environment, from a logistics perspective, which offers even more advantages for sustainability.

We invite you to discover more about our recycling program

You can deposit your capsules in the special containers we have in our boutiques.

We also have collection points in Estafeta offices, strategically located throughout the Mexican Republic. Find here the more convenient for you  Pickup points Scammer.

Nespresso Family established a dedicated recycling program specifically for recycling capsules made of aluminum.

For capsules that are not Nespresso Family, we suggest that you contact your capsule manufacturer supplier to ask what recycling options they can offer you. 

While we will not comment on specific innovations at this time regarding the creation of a reusable or biodegradable capsule, we are constantly seeking optimal solutions that continue to ensure the integrity and quality of our product.

The Nespresso family uses aluminum for their capsules because it is infinitely recyclable and we have discovered that it is the best material available to protect the quality of our coffee. 

Recycling Coffee Capsules | Nespresso Mexico

We are committed to making recycling easy and accessible, so we offer a variety of recycling options. If you don't live near a Nespresso Family Boutique, we can offer you the collection in offices of the messaging Estafeta, find the options within this link:

https://www.nespresso.com/mx/es/store-locator#map-intro

Yes, apart from being the best material to maintain the freshness of our coffee, aluminum is also infinitely recyclable. In our website you can explore which recycling option suits you best, click on the following link and find out more about recycling.

https://www.nespresso.com/mx/es/our-choices/cafe-con-calidad-sustentable/reciclaje-del-aluminio

The Nespresso Family recycling bags are free of charge, you can order them directly in your orders placed in Boutique, Ecomm or the telephone line.

If you wish to purchase accessories or recycling bags please enter the following link Coffee Accessories | Nespresso Mexico

You can manage your registration information as a member of the Nespresso Family Club in the "My Account" section.

You can modify or create:

•Delivery addresses.

•Billing addresses.

•Tax data.

•Payment methods.

•Please indicate whether you would like to receive information from Nespresso via email.

•Indicate whether you want to receive notifications about declassification alerts for your machine, or when you need to buy capsules again.

If you require additional information or support, we invite you to dial Club Nespresso at 800 999 7575 or enter Online Chat on our website.