Frequently asked questions

How do I register my machine bought from a retailer?

1. Please click here to register your machine

2. Select your offer and you will be directed to the machine registration page

3. Follow the instructions on the registration platform to complete the registration process and redeem your offer

The unique locking mechanism on the Vertuo Next secures that the capsule stays in place. During the brewing process the capsule can spin up to 4000 rpm.

Therefore it is imperative to always make sure that the handle is fully locked before starting a brew. If this is not done the button will blink orange 2 x and the machine cannot be started. As you see on the picture you need to move the handle passed the lock icon to secure this.

Note! If you have bought your machine in May 2021 and forward there is a slight modification on the lock mechanism.

When you turn the handle to the left to lock it should stop right on top of the lock icon and cannot be moved further.

If this does not help, please look at our machine assistance page for further help. 

All our Vertuo coffee machines are equipped with a descaling alert. Although the alert is described as half red and half green in your machine's user manual, the green light can appear to be yellow under certain conditions.

For further troubleshooting of your Vertuo Next – visit this page!

1. Login to your Nespresso.com account, click on "machines" and delete the Vertuo Next from your registered machines.
2. Factory-reset the machine (machine assistance page for instructions).
3. Make sure the machine is plugged in and turned on. The machine will switch off after 2 minutes of inactivity so make sure the machine stays on.
4. Go to your phone Bluetooth settings and unpair the machine if connected. (Click here for iOS instructions or here for Android instructions.)
5. Make sure your phone software is up-to-date and your Nespresso App is the most recent version.
6. Make sure Wi-Fi, Bluetooth, and Location Services are all turned on.
7. Place your smart device directly on top of the machine.
8. Launch the Nespresso App, and attempt pairing again.
9. Remember that the machine needs to be turned on throughout the pairing process and connected to Wi-Fi. If it powers off, turn it back on.

1. Make sure the machine is plugged into a stable power supply and turned on. If it was off, turn on, then close and re-open the Nespresso App.
2. Make sure the Wi-Fi signal is strong.
3. Launch the Nespresso App, tap the machine icon, and select the box that says “Connectivity”.
4. The Nespresso App will search for Wi-Fi networks. If none are detected, select “Refresh” at the bottom of the screen.
5. If the machine powers off, be sure to turn it back on (it powers off after 2 minutes of inactivity).
6. If no Wi-Fi networks are located, close the Nespresso App, make sure the machine is on and repeat from step 3 above.
7. Once your Wi-Fi network is located, select it and enter your password and tap connect.
8. Once the connection is successful, select OK.
9. Under Connectivity the machine should say “Connected”.

TIP: For a better connection with a dual band router, use the 2.4 GHz network, commonly identified with a 24G, 2.4 or 24 added to the end of the network name. For example, MyHomeNetwork2.4. 

The message you received is due to quality checks during manufacturing. We assure you that your machine is brand new and was not used before you. We ask you to perform a factory reset by following these steps:

1. Open and close machine head.
2. Leave the lever in the unlocked position.
3. Press and release the button to turn the machine ON, and wait for a steady white light.
4. Quickly press the button 5 times in 3 seconds. The button will blink 5 times orange and then will change to steady white.

5. Now you can pair the machine again.

We recommend you to connect your machine to make sure to get the latest software and other functionalities as they develop.

Yes, all Vertuo capsules are compatible with your Vertuo Next machine! The only difference is that the caraffe pour-over style capulse only fits your Vertuo Next.

No, all our capsules are made with aluminum and are 100% recyclable as they are.

All Vertuo Next machines has the same mechanics and functions. What differs them, which reflected on the price - is the design and material of the machine.

To brew a carafe coffee only takes about 3.20 minutes, just enough time to bring out your favorite cups for serving!

Please refer to our complete machine use and troubleshooting information here.

The Vertuo Plus machine is compatible with 5 different cup sizes (espresso, double espresso, gran lungo, mug and alto) as with our new generation Vertuo Next the carafe coffee will be added as a sixth cup size.

To ensure that your Nespresso machine is running smooth with a good flow and gives perfect taste and temperature we highly recommend that you descale your machine regularely. This is imperative if you have a machine with steam function as hot water binds limescale fast and can impact not only coffee flow and taste but also the quality of milkfoam.

If you have an Original Line machine you can set the waterhardness to match the water quality in your area and the machine will then alert you when it is time for a maintenance.

Vertuo Line machines do not need a water hardness setting, they will alert you automatically.

Make sure you always use the Nespresso descaling kit that is suited for your machine.

Instructions on how to descale your machine can be found by clicking here. 

Except from the look, Vertuo Next has been designed to brew also a carafe of coffee for sharing – called Carafe Pour-Over-Style of 535 ml.

The brewing technology is also updated which means that the rotation speed of the centrifusion is approx. 4000 rpm instead of 7000 rpm - still with the same excellent in-cup result!

The serial number consists of 19 alphanumeric characters and begins with number 0 or 1. If you are registering your machine online please note that you must type any letters in upper case.

The serial number can be located in one of the following areas:

- On the drip tray, printed on a removable sticker 
- Under or on the back of the machine, printed on a removable sticker 
- Printed on the original box in which the machine arrived

The brewing temperature inside a Nespressomachine is around 83-86° for Original and 78° ± 5° for Vertuo. 
This ensures optimal extraction of the coffee aromas without burning the coffee. It aslo makes sure that you are able to enjoy your coffee rgiht away. 

Nespresso coffee is meant to be enjoyed immediately after brewing, which is why it keeps a lower temperature than for example, filter coffee.

If you find the coffee not hot enough, there are a few things to think about:

• Preheat the cup with hot water. A cold coffee cup cools the coffee quickly.
• Do you use milk in the coffee? Keep in mind that cold milk cools the coffee as well, please warm the milk before - if you have an aeroccino or milk foam function on your Nespresso machine - both heat and foam the milk with a simple push of a button.
• Using spoon in your coffee can also help to cool down quickly.

If it was long time since you descaled your machine, this could also affect the brewing temperature. Descaling is easily purchased by us and you will find instructions for descaling on our website.

Sometimes the pressure in the machine decreases after a time of use, and this may an effect on the temperature. By brewing approx. 5 lungo cups with only water (no capsule) will help the machine to build the preassure again. Then the pressure is rebuilt and machine will heat the water properly.

If none of the above helps, please do not hesitate to contact us at 21 89 76 00 (weekdays 08:00-18:00 and Saturdays 09:00-18:00, Sundays and bank holidays - closed) and we will help you with further troubleshooting.

Since the exact brew temperature cannot be measured with a regular thermometer, there are equipment in our boutiques to help you, if the above instructions and tips do not help.

If the amount of water has changed on one or all of the coffee buttons, it may be that the automatic settings of the coffee volume has been changed.

Choose you'r machine here and then go to "Programming the water volume".

Everyone working at Nespresso customer service have high technical knowledge in our coffee machines in order to help our customers in the best possible way. In addition to this, we have chosen to use video assistance for technical troubleshooting to be sure that we provide the right solution for you, and as quick as possible make your Nespresso machine work again, usually during the first telephone contact.

We guide you through the whole troubleshooting and do not settle until we have found a solution. All you have to do is let us see and hear your machine and follow our instructions.

The service is completely free of charge from Nespresso and works as long as you have access to Wi-Fi or personal data plan. 

Most of the machine questions are easy to find on the machine's manual or by watching our videos. Machine manuals and videos can be found by clicking here.

Keep in mind that many errors can be solved by a factory reset of the machine.

If you can not find answers to your question or need help ordering new spare parts for your machine, we recommend contacting our support on 21 89 76 00. We are available weekdays 08:00-18:00 and Saturdays 09:00-18:00, Sundays and bank holidays - closed. 

Please note! We ask you to have the machine close by when you contact us so that we have the opportunity to troubleshoot directly over the phone. We use a visual support tool that enables video assistance directly through your mobile phone - a quick and effective way for us to help you get a working coffee machine again!

Please execute the following steps:

1: Login on www.nespresso.com (not via mobileapp) and delete all machines available from My account > My Machines.

2. Manually factory reset your coffeemachine.

3. Unplug your machine for 10-30 seconds and plug it back in, do not swich on.

4. Go to Bluetooth settings on your phone and unpair the coffeemachine.

Guide how to unpair bluetooth can be found here: iOS or Android.

5. Turn off Bluetooth on the phone.

6. Restart your phone.

7. Uninstall the Nespresso application from the phone, and reinstall.

8. Switch coffeemachine on.

9. Turn on Bluetooth on the phone.

7. Start the pairing procedure the following way:

• Open the Nespresso app but do not login with your account details.

• Press the machine icon in right hand corner - it should go directly to add a machine. (if you have installed machines visible, it means the first steps in this guide was not completed)

• Proceed to connect the Nespressomachine, and wait until the app finds and pairs the machine.

• Follow the instructions to configure your machine.

• Now log into your account via the app and everything should be working.

• If you previously had other machines on your account, you are now able to re-register them.

You can find all the userguides and manuals for our Nespresso machines on our website. Please click here to go directly to the machine page and choose your machine.

If you have an older version of a Nespresso machine, please contact us on 21 89 76 00 (weekdays 08:00-18:00 and Saturdays 09:00-18:00, Sundays and bank holidays - closed) to get a manual sent by email.

If you need a spare part for your Nespresso machine we recommend you to contact us on 21 89 76 00 and we will help you. Our customer service is open on weekdays 08:00-18:00 and Saturdays 09:00-18:00, Sundays and bank holidays - closed.

As a registered and active member of Nespresso, we offer 2 years warranty on your Nespresso machine from date of purchase *.

If you have a stand-alone Aeroccino milk skimmer, we offer 2 years warranty from date of purchase *.

If you need help with your machine, all manuals and intructions are available on our website.

If you have purchased your Nespresso coffee machine through one of our retailers from 1 September 2020, all warranty matters are provided via the respective store. However, you are always welcome to contact Nespresso customer service for troubleshooting and support.

Contact our support on 21 89 76 00 (weekdays 08:00-18:00 and Saturdays 09:00-18:00, Sundays and bank holidays - closed) if you need more assistance.

* If you bought your Nespresso coffee machine before Aug 31th 2020, 5 years warranty applies for active members. All warranty cases must be validated by a valid purchase receipt.

If you want to reset your machine to factory settings, look for your machine manual here and follow the procedure step by step.

In order to avoid burnt milk in your milk frother, we recommend that you always rinse it with cold water after every time you used it. Wipe the inside with a soft sponge or paper, and make sure that no milk residue remains. Also make sure that the whisks are cleaned and that the inside of the jug does not have any scratches or damages.

The burn mark that sometimes appears at the bottom of the milk frother, are milk proteins that are collected on top of the heating element and burned. With careful cleaning after each use, this is prevented.

It is very important to always rinse the milk jug with cold water after and between every use. By doing this you are preventing the thermostat from overheating and milk residue from staying behind in the jug.

Dry the Aeroccino after use with a cloth or a soft sponge (do not use a brush) so that all the milk is gone before next use.

Cleaning througly after every use prevents milk residue to burn in your Aeroccino.

If you are using a Barista device, please make sure to follow the recipe book for best results.

All the recipies are tested and measured to give the best milk foam suited for each coffeedrink.

Also check that the jug and whisk has been cleaned and always use cold and fresh milk.

To be sure you will get a nice and full-bodied milk foam from your Aeroccino or integrated milk frother, there are some things to think about;

First, the milk foam is affected by the milk frother itself - that it is well cleaned and works as it should, secondly the quality of the milk foam depends on the milk you use.

Since milk is a very interesting topic itself, we have prepared a separate section for how milk works, click here to get there!

Most of the information and help with troubleshooting of your machine can be found in machine assistance page on our website.

If you have an Aeroccino that does not foam the milk anymore, there are a few things you can investigate before contacting us:

1. Make sure the whisk is spinning properly. Sometimes the magnet that holds and spins the whisk loses its power, this can be solved by a light tap on a hard surface - e.g. on a table, this will put the magnet back in place again. Also make sure that the milk gets hot and that the red light glows steadily during foaming.

2. Are you following the maximum level of milk in your Aeroccino? If you have too much milk, it may be difficult to get a good foam.

3. Is the milk fresh and cold? Completely fresh milk with high fat level, as well as milk with a long shelf life, usually gives the best foam. If the milk has been left outside, or if it has been opened a few days, this will affect the foam. If possible, try another milk and make sure you use the whisk with the thick spring (if you have an Aeroccino with two whisks).

Avoid foaming milk or other substitutes (e.g. oat drink or soy beverage) containing sugar, as this may burn and damage your Aeroccino.

Your Aeroccino milk frother is temperature sensitive. Therefore, we recommend that you let it turn itself off automatically after each use. If you lift the jug too early, it will not foam or heat the milk enough.

It is also important that you rinse the jug with cold water after each use, in order to avoid milk residues that may get burned at the bottom of the milk frother. If the Aeroccino does not cool properly before starting it again, it will risk overheating (getting too hot) and the foaming time will be shortened next time – which will result in poor foam and cold milk. During overheating, the red light flashes.

Your Aeroccino is designed to heat the milk to a temperature of 60-70 degrees and to spin the whisk.

When foaming, the Aeroccino thermostat will shut down when it has reached the optimal temperature. This is to prevent the milk from getting too hot or get burned. The jug does not know the amount of foam produced, therefore it is important to follow the guidelines and not fill more milk in the jug than is recommended, along with using the right whisk. It is also important to keep the jug cooled down and cleaned for best results.

Different types of milk provide different amounts and quality of milk foam. Keep in mind that the quality of the milk varies over the seasons, so the same brand or type of milk can produce different results over the year. If you want to use a milk that gives a good result at every foaming, we recommend milk with a long shelf life.

To always be sure to get a nice and full-bodied milk foam from your integrated milk frother, there are some things to think about; the milk foam is affected by the milk frother itself. Always make sure that it is well cleaned and works as it should. The quality of the milk foam also depends on the milk you use, always make sure to use fresh and cold milk in your milk frother.

Since milk is a very interesting topic itself, we have prepared a separate section for how milk works, click here to get there!

Most of the information and help with troubleshooting your machine can be found in machine assistance on our website.

Below we describe how you can ensure that your milk frother works as it should, before contacting us for further support.

If you have a Nespresso machine with integrated milk frother (Lattissima, Maestria or Creatista), keep in mind that lime scale may affect the function. How long has it been since you descaled your coffee machine?

TIP: Fresh and high-fat refrigerated milk, as well as long-lasting milk, has proven to give the best foam! Avoid foaming milk or other substitutes (e.g. oat drink or soy beverages) containing sugar, as this may burn and damage your milk frother.

Lattissima

To make sure your Lattissima milk frother works as it should, we recommend that you check the following:

1. Make sure the machine is descaled. This is to ensure that the water pressure is correct.
2. Use the "clean" button on your milk frother after each programme. Sometimes milk residue get stuck and clog up the steam pipe. The clean programme cleans the system with water steam and make sure that the milk can pass.
3. On regular occasions, disassemble all parts of the milk frother and put in a bath of warm water with some washing liquid. This will solve any milk residues that might clog the system. Rinse thoroughly and then assemble your milk frother again.

If you have a Lattissima Touch, and the descaling button lights up orange even though you have just finished a descaling program, we recommend you to re-programme the water hardness setting on the machine. If the machine is incorrectly adjusted to the water hardness, the milk frother will not work optimally.

Creatista and Maestria

Prevent the milk frother from clogging up by cleaning the steam pipe regularly. Here you will find instructions on how to do this for your particular machine. We recommend that you do this at least once a week or as soon as the message about cleaning steam pipe comes up in the display (Creatista).

If you have a Creatista coffee machine, you will find the cleaning pin under the water tank. If you cannot find it, you are welcome to contact us for further assistance. Here you will find a clear instructional video on how to best clean the steam pipe.

Descale the machine regularly. A low pressure in the machine causes the steam pipe to foam less or not at all.

Always dry the steam pipe after each time you have skimmed milk and before releasing the pipe for automatic cleaning.

You will find most information and help with troubleshooting of your machine on the machine assistance page on our website.

If you have a Nespresso machine with a milk frother (Lattissima, Maestria or Creatista), keep in mind that lime scale may affect the function. When was the last time you descaled your machine?

NOTE: Fresh and cold milk with high fat content, as well as long-lasting milk gives the best froth! Avoid skimming milk or any other substitute (.e.g, oatmeal-, or soydrinks) containing sugar, as this may burn and damage your Aeroccino.

If you have an Aeroccino which does not foam the milk properly, there are a few things you can investigate before contacting us:

1. Check that the whisk spins as it should. Sometimes the magnet that holds and twists the whisk, loses power and needs to be re-magnetized by a light tap on a hard surface - e.g. a table.

2. Do you respect the maximum milk level in your Aeroccino? If you have too much milk, it will be difficult to get a rich and thick foam.

3. Is the milk fresh and cold? Completely fresh milk gives the best froth. If the milk is lukewarm or if it has been opened for a few days, it will affect the foam.

Lattissima

Use the clean-button on your milk frother after each program. Sometimes milk residue get stuck in the pipe, this will be solved by running the clean program a couple of times to clean the system.

On a regular basis, disassemble all parts of the milk frother and put it in a bath of warm water with some soap. It dissolves any milk residues that can clog the system. Rinse thoroughly and then re-assemble your milk frother.

Maestria and Creatista

Always clean the steam pipe with the cleaning program after skimming milk. Make sure no milk residue clogs into the small holes that blows the air out.

Milk is a science, therefore we have chosen to create a separate section to best describe how the milk itself can affect your milk foam.

If you do not get a good milk foam, try first and foremost with a completely new package. Milk is a fresh product and as soon as you open a milk package, the proteins in the milk begins to break down as they come in contact with both oxygen and light. The proteins in the milk plays a major role and since the amount of protein in different milk packages can vary, it can result in more or less milk foam. The more proteins, the better the foam.

The proteins usually sink down to the bottom of the milk package so we recommend shaking the milk before pouring it for foaming.

The milk should be fresh and cold for the best foam. Experiment with different types of milk to find your preferred type. The amount of foam varies based on the milk's origin and freshness. Also, keep in mind that the milk quality varies over the seasons, which can give different results during the summer and winter even for milk packages of the same kind. The quality of the milk foam is not only dependent on the freshness and the amount of proteins, but also on the different seasons' type of feeding to the cows, which also plays a major role in t why. All of this can help to explain why a milk type that you have previously experienced gave a fine and fluffy milk foam, suddenly does not deliver what you expect.

To find out if your milk frother works properly, go to the section for Aeroccino or integrated milk frother.

If the capsule does not get perforated, there is a couple of things you can test on your machine. The capsules are mainly perforated by means of the water pressure in the machine. If there is some air bubbles left in the tubes of the machine, this will affect the water pressure and the perforation of the capsules. To purge the machine in order to get the air out of it, we ask you to do the following:

• Turn machine on and make sure watertank is full. 
• Wait until machine has warmed up and lights are stable.
• Open up the handle on top of machine 
• Press the lungo button.
• Push the handle back and forth (if possible on your machine)a couple of times and make sure you pull it all the way back.
• Press the lungo button again to stop machine.
• Water will flow into the capsule cage and not through the brewing unit, but this you can easily see by looking where you put your capsule.
• Close the handle and press one of the cup buttons to see that water now flow through the brewing unit.

You should also from time to time descale your machine.

If you need further assistance, please contact our support on number 21 89 76 00, open weekdays 08:00-20:00 and weekends 09:00-18:00.

For more information about klarna payments click HERE.

The invoice will be sent to you within a week from the order date. All invoices are sent by the e-mail registered on your membership account.

Due date of the invoice is 14 days.

We recommend you to add invoice-noreply@axactor.com to your secure sender list, this to assure that our invoices goes directly to your inbox.

The invoice is also available when you login to our website, if you click the pdf symbol beside the order under “My orders”.

When you place an order and have a credit on your member account, this amount will not appear on your final invoice.

If you have a credit on your member account, you will always find this on your member profile, and in the last step when placing an order. If any questions, do not hesitate to contact us and we will help you!

To pay the correct amount, deduct the credit you have on your member account when paying the invoice.

Below you will find the bank details of Nespresso. When receiving your invoice it will also show a KID-number that is linked to your invoice. The KID-number needs to be entered as well when paying your invoice to Nespresso.

Bankkonto: 8101 29 76356

Bank: Danske Bank

IBAN: NO1781012976356

SWIFT: DABANO22

The Nespresso App allows you immediate access via the touch of a button to the world of Nespresso, including ordering and reordering coffee capsules, buying a new coffee machine or buying accessories. The App also allows you to manage account preferences quickly and easily.

For more information, click here

1. Download the Nespresso App and ensure your machine is plugged in and turned on.

2. Place your mobile device on top of your machine. Make sure Wi-Fi and Bluetooth are all turned on.

3. Launch the Nespresso App.

4. From the App homepage, click on the Machine icon in the top right corner, and follow the steps on the screen.

5. When connecting to the Wi-Fi, make sure the signal is strong. The Nespresso App will search for Wi-Fi networks. If none are detected, select “Refresh” at the bottom of the screen. Once your Wi-Fi network is located, select it and enter your password and tap connect. If no Wi-Fi networks are located, close the Nespresso App and repeat from step 3 above. Once the connection is successful, select OK. Under Connectivity the machine should say “Connected.”

Tip: The machine automatically powers off after 2 minutes of inactivity. Make sure the machine stays on throughout the pairing process.

For more information, click here

Follow these three steps on iOS or Android to opt-in to receive notifications and never miss new product launches and promotions from Nespresso:

1. Settings > Notifications
2. Search for Nespresso
3. Toggle on for "Allow Notifications"

For more information, click here

On iOS and Android, click "Basket" when you are ready to checkout, and click on the "+" button beside "Do you have a promo code?". Add your promo code in the field below.

For more information, click here

Yes, the Nespresso App is free to download and to use, without any in-App charges.

For more information, click here

Do you have the latest update of the app? If not - update and try again. Sometimes it can also help to delete the app from your device and then reload it.

If this does not work, contact us at 21 89 76 00 or by email and we will help you! Please take a print screen on the error message / errcode.

We offer a variety of delivery options to help you find the delivery method that suits you best.

If you would like to receive your parcel to the nearest post-office/postal store (På Posten), the delivery time is 1-3 business days.

If you would like to receive your parcel in the postbox, you can choose delivery method "Liten pakke i postkasssen". Valid when you order maximum 100 coffee capsules. Delivery time is 1-3 business days. Kindly øook at the terms when choosing this method.

If you live near a Nespresso Boutique - you can place an order and pick it up after an hour in the selected store!

For those who do not live near a Nespresso Boutique, there is the possibility of home delivery weekdays between 17-21 with delivery time of 1-3 business days.

We also offer delivery for work with a business package, between 8-16 and within 1-3 business days.

NOTE: Always make sure you have the correct mobile number registered in the member account so that the alerts arrive, and we have a chance to contact you if anything happens along the way.

SHIPPING COSTS:


På Posten and Liten Pakke = 49 kr

We offer free shipping when ordering for at least NOK 300 and choose "nearest post office". When ordering a machine we always offer free shipping! If you choose BTQ pick up, the service is free, no matter what you buy!

For other delivery methods the following prices apply:

Home delivery = NOK 89
Business package (for business addresses only) = NOK 89

All delivery costs are clearly stated before you confirm the order.

When you are logged in to your account on our website, click on "My Orders" in the menu. Here you will find a list of your orders, with the latest order at the top.

Select the order you want more information about and at the bottom of the page, you will find "Track my package" where you can follow your order directly via Postens website. If your order has arrived to the pick-up point, you can pick it up with the last 4 numbers in the trackingnumber, don´t forget to bring your id.

Please note that this functionality is not available for Budbee orders at the moment. If you have chosen Budbee as delivery option - you will receive a SMS from them as soon as they have received your order from. From the SMS-link you will be able to follow your delivery in real-time.

If you wish to return a product purchased by us, it is possible as long as the product is unused.

You have 30 days right of return at Nespresso. If you purchased a machine from a trade partner, other rules for return may apply.

To return an unused item purchased in a Nespresso Boutique, please return with your product to the boutique of purchase, together with your receipt.

If you wish to return a product purchased via our website or by phone, contact us on 21 89 76 00 (weekdays 08:00-20:00 and weekends 09:00-18:00) within 30 days, and we will send you a return slip for you, for easy return.

*Other rules for right of return may apply to campaigns and promotions

You can always mix your coffee varieties as you wish. Each coffee sleeve contains 10 capsules of freshly grounded gourmet coffee. Minimum order is one coffee sleeve (10 capsules).

To get your coffee delivered in the safest and most environmentally friendly way, we use packagings for even 50s of Original capsules (50/100/150, etc.) and even 30s for Vertuo capsules (30/60/90 etc).

If you want your coffee to be shipped with the least possible environmental impact, we recommend that you order your coffee according to this rule.

We are sorry to hear that, we'll fix it as soon as we can!

If the package has a visible damage to the outer packaging, this must be claimed with the postal office immediately upon pickup or contact Nespresso within 24 hours after you have picked up your order.

If the package has a hidden damage or if any product inside is damaged, you must contact Nespresso within 7 days of your order being collected.

Save the damaged capsules / goods and all original packaging until the claim is completed.

How to handle a claim step by step:

To make it as easy and fast as possible for you, include the following information when sending your complaint:

1. Take photos of the damage so we easily can see what has happened, attach them in your mail to us.

2. If the content is damaged, we need to know how much and what products are defect - to claim the right products and quickly send out a replacement order to you.

3. We will contact the supplier and continue the case. At the same time, we will ensure that you receive the goods you ordered as quickly as possible, in perfect condition.

Large orders can be packed in several packages and will in some cases be delivered separately on different days. You can track your order using the order number or sending number on posten.no and get information about whether your order has been sent in several packages and if anything are still being transported for delivery.

If your entire order with all packages has already been delivered, it may have been a mistake when your order was packed in our warehouse.

If you have ordered via the internet or telephone, you can contact Nespresso on 21 89 76 00 (weekdays 08:00-18:00 and Saturdays 09:00-18:00, Sundays and bank holidays - closed) and we will make sure to help you.

Of course! 

Contact Nespresso on 21 89 76 00, and we will help you.

You choose the products you want sent out to you automatically at a regular time interval of your choice. The payment is made via invoice which is e-mailed to you.

You can find your status in the 'My Membership status' section when you are logged in at nespresso.com, or by clicking here.

More information about our Loyalty Programme is also available here. 

Stay with us and enjoy our coffee regularly, or reach the indicated consumption thresholds to be accelerated a tier up.

On your membership account you will find all information regarding your next upgrade based on your seniority or consumtion. Read more here.

As time flies and not all years look the same, we have chosen to consider the yearly consumption of coffee. Because of this, we are able to illustrate where you are within our benefits, and what you can do to reach the next level.

The start of your membership will always be the month you placed your first coffee order, and every year the same month we will re-calculate your tier in order to make sure you have access to the right benefits. Everything you enjoy from Nespresso matter of course, it is the foundation of your personal offers along the way.

For the time being, Nespresso has chosen these benefits. Over time, we may evolve in order to reward you always better and more for your love of exceptional coffee. We are happy to receive your feedback on improvements.

You will be informed by email.  Therefore, we invite you to register your email address on your member account to make sure you do not miss out on anything.

The number of capsules to get a free descaling kit, is based on the day you reached the right membership level (Ambassador) and not from the date you became a member.

When you are logged in to your member account, you'll find status at your member level, under "My Member Status".

In order to offer you the best possible service, such as fast delivery, personal recommendations and technical support, we need your name, address, email and phone number.

To ensure that you do not miss important information, such as personal offers, new coffee types and other things that are of value to you as a customer, it is important that we have a mailing/SMS consent.

You may change your settings when logged on to your account, in the "Contact Preference" section.

We care about your privacy. Therefore, we only ask for the information we need to provide you with the best service and deliver our products to you. All information about how we handle your personal information can be found here.

As Vertuo is our latest innovation and the system we want to promote and develop even more – hence the yearly offer for Ambassadors will only be applicable to this system.

Coffee is the passion we all share and enjoy. We want to reward you for your love for exceptional coffee. That is why it is put at the heart of our relationship with our Members.

Free capsules for example, that you receive during promotion or offers are not taken into consideratino for the membership.

We are looking at the purchases done in the last 12 months. We would like to reward the regular puchases over time. If you do not continue the same consumption as previously you will therefore risk loosing some benefits.

Our coffee and other products are available for fast deliveries on our homepage, our App and by phone 21 89 76 00.

You are also welcome to our Nespresso boutiques. Find your nearest boutique here!

During the year, Nespresso offers a number of limited coffee blends, to surprise our customers and let you discover new interesting origins and profiles.

Since the limited editions often consist of very limited crops of coffee, they can only be sold for a short period, and we can not recreate the same blend again.

We are grateful for your feedback on our coffee, as we constantly wish to develop our services and offer our customers great coffee moments! 

We have decaffeinted blends both in our Original and Vertuo range. All with different flavors and intensity, to please most coffee drinkers, who necessarily do not want caffeine.

The only difference between our decaffeinated and regular coffees is the caffeine level. For example, our espressos contain between 50-70 mg caffeine and our lungos between 60-80 mg caffeine per capsule.
Our decaffeinated varieties contains about 2-4 mg caffeine per Original capsule, and 12 mg for a Vertuo capsule. 

Nespresso uses the water method to remove the caffeine, which retains flavor and taste. Thus there is no disadvantage of the decaffeinated coffees, on the opposite - you can enjoy a wonderful cup of espresso at any time of the day.

RECYCLING TEMPORARY RECOMMENDATION

Nespresso has a strong focus on making it easier to recycle, as well as motivating our customers to recycle their capsules.

Capsules left for recycling get a new life; the aluminum is processed into other aluminum products, such as bumpers and bicycles. Note that capsules that are not recycled through Nespresso's dedicated system are processed into energy in local incinerators.

Typical value of an Nespresso Original coffee:

- Energy: < 1kcal
- Proteins 0,22 g
- Carbohydrates: 0.01 g
- Fat: 0.04 g

All of our coffee blends contain only 100% freshly ground coffee. In cases where we offer flavored varieties such as Variations at Christmas time - the flavours comes from natural substances, such as flowers or vegetables.

Our coffee capsules are packed to ensure the coffee is fresh when you brew it. The unique aluminum capsule is hermetically sealed to preserve the approximately 900 aromas and flavors of the freshly brewed coffee for several months until serving.

The capsule protects the coffee from light, air and moisture. This means that the shelf life of our coffee capsules is 12 months from production date, and we guarantee 2 months when you receive your coffee.

This way of protecting and preserving our coffee, is your guarantee to enjoy a perfect cup of Nespresso coffee at any time.

If the aluminum foil on the front of the capsule is pressed inwards, this is a sign of a pressure decrease in the capsule and that the carbon dioxide has disappeared. The coffee can still be drunk, but will not have the same high quality as before.

To ensure that the coffee you buy is fresh with rich aroma, you can only buy our coffee directly via Nespresso online, phone and in our boutiques.

Nespresso today offers a large selection of coffee varieties for both our systems - Original and Vertuo.

For these two types of machines, we offer a total of 50 different standard coffees (25 for Original and 25 for Vertuo), plus a number of limited editions throughout the year, as well as our popular Variations / Festives during Christmas.

As a Nespresso customer, we guarantee a profile and intensity that suits you, your family and your friends. With cup sizes from Ristretto (25 ml) to an Alto (414 ml), we dare to say that we offer all you can wish from the world of coffee - to the best possible quality.

Should you find it difficult to decide on a new favorite, contact us by mail or phone 21 79 86 00 and we will help you!

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.

Thanks to the fact that we use aluminum, we do not need any additional packaging around the capsule, which makes it easier to transport.

The Nespresso capsules are internally covered with a food-approved protective film that prevents the coffee from coming into contact with the aluminum.

The price of the Nespresso Vertuo reflects the innovative technology and the versatility that the machine offers in brewing multiple coffee preparations / varieties with the same, high quality in cup result. The sophisticated Vertuo capsules holds a new technology, including a bar code on each capsule, which facilitates a product intelligent extraction system, allowing the machine to recognize each coffee blend.

Since Vertuo offers bigger cups of coffee, the capsules have higher amount of grinded coffee than our Original capsules.

The amount of caffeine is different for each variety and depends on two factors: the proportion of Robusta in the blend (Robusta contains twice as much caffeine as Arabica), and the quantity of ground coffee used to prepare the cup for our Vertuo Espressos.

The caffeine content varies between 70-100mg per brewed espresso. The content for our Vertuo Coffees ranges between 150-180mg of caffeine. The Half-Caffeinato contains 70mg of caffeine.

Vertuo Carafe has 230-250 mg of caffeine per capsule, however, it is recommended for sharing between 2 to 3 people, and then you will have below 200 mg per cup.

Scientific studies indicate that an intake of 300 to 400mg of caffeine per day is safe and does not cause any adverse effects on health. 

No, there is no BPA in direct contact with the coffee.

No. For the Vertuo coffee we use the same grinding technology as for the Original. With the grinding parameters set by each variety we can control the flow time, influencing the body and intensity of the product.

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

Each blend is specifically created (strict bean selection, expert blending, roasting and grinding) for the best interplay and harmony with the specifically defined brewing parameters produced by the Vertuo machine.

As these parameters differ from those of the Original, it makes sense that the blends are different as well.

Espresso: 5 - 6,5 g

Gran Lungo: 12-20 g

Mug och Alto : 13-20 g

Nespresso aims to offer top quality gourmet coffee, and therefore we do not sell any capsules containing chocolate.

On the other hand, we offer flavored coffee in our collection Barista Creations in our standard range, both for Original and Vertuo. These are blends with a mild taste of vanilla, dark chocolate, caramel and hazelnut for Vertuo.

None of our variations contain sweeteners or additives with allergens. The coffee is still 100% natural and the flavors have been developed through a complex process of natural substances from nature and plants.

The Nespresso paper-based capsule is a new range of home compostable capsules without compromising on the Nespresso quality and premium coffee experience.  

We recognize that our consumers want to have a choice. While aluminum has the benefit of being infinitely recyclable and where we offer several ways to collect the capsules for recycling, some consumers may prefer to compost their coffee capsules.

Of course. Aluminum is one of the best materials to keep the freshness and protect aromas of our coffee for a long shelf-life, with the added benefit of being infinitely recyclable. Home compostable capsules are a complement to our existing range and are not designed to replace our coffee range in aluminum capsules.

This is a brand-new range of coffees, specifically created to offer the ultimate in-cup coffee experience for our new home compostable capsules. We are planning to develop more coffees for this range in the future to enrich our coffee offering. 

One key aspect of the innovation is the thin biopolymer film inside the capsule that protects the coffee from oxygen. The home compostable capsules are also kept in a sealed pouch to protect the coffee from humidity. Combined this will preserve the freshness of the coffee and aromas for up to six months (in the sealed pouch). Once the pouch has been opened, we recommend using the capsules within four weeks for the best experience.  

We developed this product in response to consumer demand for greater choice. We decided to focus our innovation on the Nespresso Original system initially. We look forward to bringing this innovation to other Nespresso systems in the next couple of years.

These capsules are made using 82% paper pulp and a thin biodegradable lining as an oxygen protective barrier. 

To protect the coffee from oxidation, preserving the delicate aromas, flavors, and freshness there is a thin biodegradable lining inside the capsule, ensuring a quality in-cup result.   

During our research we assessed several potential materials. We concluded that paper-pulp with a compostable biopolymer film was optimal for this capsule; retro-compatibility with our system, for preserving the freshness and delicate aromas of our high-quality coffees thereby delivering an ultimate in-cup result. 

Try these tips to get the best coffee experience from Nespresso's compostable capsules. 

• First, open the pouch with scissors. 
• After making your Nespresso coffee, wait a few moments (at least 5 sec) before gently and slowly opening the lever to eject the capsule 
• Check that it falls into the capsule bin.  
• We recommend emptying the container when it’s full or at least once a day and cleaning it regularly as part of your machine maintenance routine. 
• Empty your capsule bin into your home compost.  
• Leave capsules in the pouch until you are ready to use them, closing the pouch after each use and securing it with a clip. Store the pouch in a cool, dry place, but not in your fridge. 
• Remember to enjoy your home compostable capsules within four weeks of opening the pouch for the best coffee experience. 
• The shelf-life of an unopened pouch is six months. 

Using home compostable Nespresso capsules does not impact the warranty of your machine. We recommend regular cleaning and descaling of your Nespresso machine regardless of which capsules you use.

We advise Nespresso customers to close the home compostable pouch with a food clip/ kitchen clip after every use and to store it in a cool, dry place at room temperature. Do not store it in the fridge. If you suspect moisture has come into contact with your home compostable capsules, we recommend that you do not use them.

Nespresso’s home compostable capsules are certified home compostable by TUV Austria and can be composted at home with your other kitchen and food waste. We recommend a composting bin i.e. Bokashi, Vermicompost or your garden compost.

No, since the used capsule contains coffee grounds.

Coffee prepared using a Nespresso home compostable capsule should not taste of paper, although it might present a different taste than the coffee experience you enjoy from a Nespresso aluminium capsule.

The five coffees developed in a paper format are all sourced through our AAA Program. The Peru coffee is certified organic.

With the home compostable capsules, sometimes a couple of drops of water leak into the cup at the beginning of brewing. Paper capsules do not interact with the Nespresso machine in the exact same way as our aluminum capsules. In the Nespresso system, it takes slightly longer for the machine to pierce the paper-based capsule, and sometimes a very small amount of water can flow around the capsule and into the cup. A few water drops should not affect the taste or aroma of your coffee, nor the in-cup result. We continue to work on this innovation to improve your experience.

If the membrane tears or becomes detached, we recommend placing a container under the coffee outlet and press the Lungo button (no capsule) to rinse any coffee grounds from the inside of the brewing unit.

Can you see the entire capsule? If yes, then it is a question of tilting. The possible cause of the capsule becoming stuck is that it is wet and is sticking to part of the machine interior, or that it has tilted inside the machine (above the brewing unit). We suggest using the tip of a teaspoon to gently apply pressure on the highest side of the capsule, to correct the angle of the tilt (make it horizontal). This should result in the capsule falling through the machine. Do not use your finger. 
 
Home compostable capsules may occasionally become stuck in the brewing unit of your machine. If the lever of your machine is open and you cannot see the entire capsule, it is likely stuck in the brewing unit, so called blocking. Please do the following: 

1. Slowly pull the lever towards the close position, without closing it completely 

1. Once it passes the point of resistance, lift the lever gently to release the capsule 

1. The capsule should become unblocked from the brewing unit. It may now be tilted inside the machine (you will be able to see the entire capsule). If necessary, use the tip of a spoon to gently tap on the capsule so that it falls into the capsule bin. 

Please note: we do not recommend inserting tools into the brewing unit to dislodge the capsule as this may damage your machine. Do not insert fingers into the machine. If the problem persists, call the CRC again to organize a repair/ collection. 
To reduce the chances of this occurring in the future, we recommend waiting a few seconds (at least 5 seconds) to allow the capsule to cool after you have prepared your coffee, and then slowly and gently lifting the lever to eject the capsule. 

On rare occasions the paper-based capsule can tear or become damaged during brewing which can cause some coffee grounds to leak into your cup. Although coffee grounds in your cup are harmless, this does not give the best coffee experience, and we do not recommend drinking the cup of coffee. We recommend placing a container under the coffee outlet and press the Lungo button (no capsule) to rinse any coffee grounds from the inside of the brewing unit, then using a new capsule to prepare a fresh cup of Nespresso coffee.

Currently you can choose between card payment or Paypal.

You can use your Nespresso Credits to buy coffees, accessories and machines from Nespresso. (Not Subscription)

When you first sign up to Subscription+ you should receive your Nespresso Credits within 24 hours of your purchase (most often within one hour).
Subsequently you should receive your Nespresso Credits within the same day of your payment.
Please check your Nespresso Credit balance to ensure that there is available credit before your purchases.

If you sign up to Subscription+ without a machine you can change the monthly fee to a lower or higher amount anytime you wish. If you sign up to Subscription+ with a machine then you will only have this possibility after 6 months.
*Log in to Nespresso.com
*Click "My Subscription"
*Click on the Subscription+ you want to change
*Click "Change your Plan"
*Choose your preferred plan
*Save

Yes, you can pause it for up to 3 months if you have a Subscription+ without a machine, and Subscription+ with a machine after 6 months.
After the time period that you've chosen to pause, your Subscription+ will automatically resume.
*Log in to Nespresso.com
*Click "My Subscription"
*Click on the Subscription+ you want to pause
*Click "Pause Subscription"
*Save
You can resume your subscription anytime by clicking resume in your account.

Yes, you will own the machine as soon as it is dispatched.

The same as a machine you would buy normally at Nespresso, please check the machine assistance page for more information.

Yes, if you have both Coffee Subscription and a new Subscription+ plan, you will cease to receive the 10 free capsules from the Coffee Subscription, but you can still have the recurring order, and you are still eligible for the free Coffee of the Month from Subscription+.

*Log in to Nespresso.com
*Click "My Subscription"
*Click on the Subscription+ you want to change 
*Scroll down to payment method and click «Edit this payment method»
*Add your credit card information
*Save

Every month the monthly fee you pay becomes Nespresso Credit.
So if you pay 259 NOK a month, all of that money converts into Nespresso Credit for you to spend on any Nespresso product (except for another subscription). In addition, we top up 10%.
So if you pay 259 NOK a month, you will see 284,9 NOK in your account.

For Subscription+ without a machine you can cancel whenever you want under "my account".
With a machine you can also do so after 6 months, but within the first 6 months of your Subscription+ with a machine, you must cancel by contacting our customer service by email with "cancel subscription" in the headline.
*Log in to Nespresso.com
*Click "My Subscription"
*Click on the Subscription+ you want to cancel
*Click "Cancel Subscription"

This can happen if you have a previously unpaid invoice. For example, you placed an order against invoice, and a few days later your Nespresso credit is applied to your account.
Once the invoice is paid, you will see your Nespresso credits on your account.
If you shop for an amount that exceeds the Nespresso credit, you can choose to pay the remaining amount by invoice, card or PayPal.

You have the right to change your mind and return your unused machine without giving any reason, within 14 days from the day your subscription is activated.

You will receive an email before your order ships. You can modify or cancel your order anytime until a day before the order is shipped. Log into your Nespresso account, or call Nespresso to inquire about your next shipment.

When you set up your Coffee Subscription, you will be asked to provide a credit card that will be charged before each order is shipped. As long as your Coffee Subscription is active, you will receive an automatic email alerting you that your credit card is nearing its date of expiry. To ensure your orders keep arriving when you want them, make sure to update your credit card information before expire date

You pay as you go. Your credit card is charged just before each order ships.

The general minimum order quantity applies, which is 30 Vertuo capsules and 50 Original capsules.

Yes, you can have multiple Coffee Subscriptions. To make it easy for you to track them you can give each of them a name. E.g., Aunt Mary’s Coffee Subscription.

Add/Change Credit card on your account

First you need to add/change your credit card details under «My Account»

1. Log in to Nespresso.com
2. My Account > «Express checkout»
3. Scroll down to «Choose your default payment method»
4. Click on «Credit card», then select «Add a new card»
5. When credit card information is added, click «Save»
6. Make sure to also update your Coffee/Machine subscription (if you have one) with the new Credit card, follow below steps.

For your Coffee Subscription:

You also need to update your credit card under Coffee Subscription

1. My Account > «Coffee Subscription»
2. Click on «More details»
3. Click «Manage coffee subscription»
4. Scroll down to payment method and click «Edit»
5. Scroll down and choose your preferred Credit card, click «Validate»

There is no cost for creating, modifying and cancelling your Coffee Subscription.

Add/Change Credit card for your Machine Subscription:

1. Subscription> «My Machine Subscription»
2. Scroll down to payment method and click «Edit this payment method»
3. Click on «Bank Card»
4. Choose Credit card type and add card information, click «Save»

If you decide not to select a free sleeve while setting up your Coffee Subscription, then it will not be included in your order.

We recommend only adding capsules from our standard range, as limited edition capsules might quickly run out of stock - which will stop the order from being shipped.

All members can benefit from Nespresso member-exclusive offers irrespective of whether they have signed up for Coffee Subscription. To ensure that you never miss out on your member-exclusives please update the contact preferences on your Nespresso account with your email address and agree to receive emails from Nespresso.

Before each order is shipped you will receive an email. Should you want to cancel or modify any aspect of the next shipment (coffee selection, delivery date) you can do so. No charges apply. Just log into your account at Nespresso.com, on the mobile app, or at one of our Boutiques.

There is no fee for creating, modifying or cancelling your Coffee Subscription.

No, free sleeves do not apply to past orders.

Yes, you can change your choice of free sleeve, you will always have 10 to pick from. The change will take effect in the subsequent shipments.

If you clicked "Forgot your password", but no link has been sent to you, this might be because your member account is not activated for online purchase.
To create an account, click on "register now".

Please note that if you have an email address from the provider Telenor, for example an email address ending with @online.no, you unfortunately will not recevie the email since this email provider filters out all of Nespresso´s IT-emails.

Using another email address should solve your issue instantly. Otherwise you will need to address the issue with your email provider.

Your first order made over the internet has to be paid by credit card. In the future you will be able to choose* between credit card and invoice via e-mail.

This is for security reasons when you log in with your e-mail address and pay the order directly, confirming that it is you who ordered from your account.

* Machine orders always with creditcard.

Sometimes an error message appear on the page for various reasons, and we are constantly working to minimize these, to make it easier for you as a customer.

Below are the most common error messages, for you to better understand, and many times quickly fix yourself:

Error 320

This means that your credit card details are not correctly specified. Make sure that all digits are correct, that the correct card type has been selected, and that you have entered the correct name on the cardholder, as indicated on the credit card.

Please check that the CVC-code you entered is correct. On VISA and Mastercard, it is the last three digits on the back, and on American Express there are four digits on the front of the card.

It may also be that your debit card is missing a necessary verification (e.g. Verified by Visa) for internet payments. In order to make payments over the internet with your card, we recommend that you contact your bank to enable the feature.

Error 703

If you get error code 703, this means your account is on hold. This might be due an unpaid invoice or an inactive member-account. Please contact us on 21 89 76 00 or email and we will help you.

Error 711 and 764-767
This means that your credit card details are not correctly specified. Make sure that all digits are correct, that the correct card type has been selected, and that you have entered the correct name on the cardholder, as indicated on the credit card.

WARNING!
The candle holders may only be used with tealights.
Max. size: 3.75 cm (diameter) x 2.2 cm (height).

Never let the candle burn unattended. Always stay away from flammable materials. Place on a temperature-resistant surface during use. Must be placed out of reach of small children and pets. Not intended to be used as a coffee cup or to serve food.

Our Gift Cards can be bought in our Nespresso Boutiques.

You decide the amount and the gift card can be used in our Boutiques, on the website, in our App or by phone.

If you want to check the value of your gift card, click here and enter the number on your gift card and the scratch code to check your balance.

You will find all our boutiques as well as opening hours on our website. Enter the city you are interested in and find the address and opening hours. 

Welcome! 

To get information about Nespresso Professional, go on to the dedicated website here.

Nespresso Professional Customer service 21 89 75 00. Opening hours weekdays between 08:00-16:00. If you prefer email, please go to dedicated contact page here.