Frequently asked questions

Until 01.07.2024 invoices will be sent both by email at the time of finalizing the order preparation but can also be downloaded online from the Nespresso account, "My Orders" section.

After 01.07.2024 all invoices issued containing the fiscal data of an economic operator can be downloaded exclusively from the ANAF portal (VATOnline).

On a Nespresso account you can only issue invoices on one legal entity. If you wish to invoice another entity, then it is necessary to set up a new account. The same applies if you wish to issue the invoice on an individual but the account contains the tax details of a company. If you have any questions, you can call us Monday to Friday on 0800 008 500.

All wrongly issued invoices will generate errors in the ANAF platform and will notify us. By law all errors will be corrected within a maximum of 5 working days.

Please call us on 0800 008 500 so that we can check all the invoices issued on your account. We can then tell you the best way to ensure that all invoices are issued correctly.

Only for individual accounts you can change the way you receive your invoices so that they are sent to you in paper format on the "Contact Preferences" section of your account on the Nespresso website, by unchecking the "PDF invoicing" option and saving your preferences.

For company accounts, starting 1st of July 2024, the invoices are available on ANAF platform.

Only for individual accounts please check that in the section "My Contacts" there is a contact with the role of "Invoice Receiver" and has an email address configured.

For company accounts, starting 1st of July 2024, the invoices are available only on ANAF platform.

For individual accounts this option is not possible as invoices are either printed or created as a PDF. You will have to choose between the 2 formats.

For company accounts, starting 1st of July 2024, the invoices are available only on ANAF platform.

Only for individual accounts the invoice is send via email as an attachment after the order confirmation email. Also, it can be downloaded from the website if you are logged on your online account, from "My Orders" section.

Starting 1st of July 2024 for company accounts the invoices are available only on ANAF platform.

If you want to obtain an account statement, please contact one of our Nespresso Specialists by the phone number 0800 008 500 (free call from any national networks) or send us a message at nespressopro.romania@nespresso.com. We kindly ask you to not forget to specify the required timeframe.

If you want to make a payment you can find below the Nespresso contact details:

Nestle Romania SRL

Nespresso Disivion

3 George Constantinescu St., Entr. A, 7th floor, 2nd District, Bucharest Romania

V.A.T: RO8184502

Company Registration No: J40/10813/2010

Bucharest Romania, Postal code:020339

Social capital: 132.906.800 RON

Bank: CITIBANK EUROPE PLC, DUBLIN

Swift: CITIROBU

IBAN: RO71CITI0000000724652158

The order is processed in approximately 2 working days from the day you send us the payment proof.
After the amount will be visible, we will process the pending order.

Depending on the interbanking financial transfers, it may take up to 3 working days until the transfer will become visible to your Nespresso account.

Only for individual accounts you can change the way you receive your invoices so that they are sent to you in PDF format on the "Contact Preferences" section of your account on the Nespresso website, by checking the "PDF Invoicing" option and saving your preferences.

For company accounts, starting 1st of July, the invoices are available on ANAF platform.

From boutique you can buy only products from Nespresso home range. If you decide to buy one of our Nespresso Professional products, please fill out the direct form or call us on 0800 008 500 (free call from any national networks).

In order to taste the Nespresso Professional range, we could offer:

• One of our Nespresso professionalists will come to visit you at your company`s headquarters (in Bucharest and surroundings);
• We can offer you a Nespresso coffee machine and coffee capsules to taste. This option is available only for the companies outside Bucharest.

Please contact us at 0800 008 500 (free call from any national networks) or you can acces the contact from from this link: https://www.nespresso.com/pro/ro/ro/pages/professional-contact-us.

If you are interested about the price of our coffee machines or other Professional offers, we invite you to contact Nespresso specialists, by filling in the contact form or by calling on the telephone number 0800008500 (free call from any national network).

Nespresso does not display on the web site the prices from the coffee machines because we offer customized offers based on your needs. Our experts make an in-depth assessment of your needs and offer you the best suited Nespresso solution to the various ares of the building where you work: offices, meeting rooms or kitchen.

Our Nespresso Specialists create an unique taste and profile for every coffee assortment. Our main concern is to create and offer you a range of premium coffee based on your preferences.

The primary location to experience the range of products we have to offer is the Nespresso Professional website. If you decide to buy one of our Nespresso Professional products, please fill out the direct form or call us on 0800 008 500 (free call from any national networks).

Nespresso is always seeks to satisfy and innovate the demands of coffee lovers. Our assortments are the result of a process through which green coffee experts along with roasting and grinding coffee creats exceptional coffee blends with unique aromatic notes.

Our Nespresso coffee assortments, including the one with an aromatic profil, do not contains any allegens.

The intensity is not related to the amount of caffeine but to the level of expression, taste and grounds (the perception of roasted notes, not necessarily related to the degree of roasting). Nespresso coffees may be compared in terms of intensity on a scale from 1 to 12. We say that a coffee is “intense” when its intensity is over 8 and less intense when the intensity is below 6.

All professional coffees, including Lungo Origin Guatemala, contain between 60 and 100 mg of caffeine per cup except Ristretto Intenso which has a high Robusta volume thus containing more caffeine. The amount of caffeine in a capsule depends on the varieties of green coffee used in the recipe..

e.g. A cup of coffee prepared with a Ristretto coffee capsule contains about 120 mg of caffeine in a cup of 25 ml. This amount falls within in the normal range of caffeine for cups made with Robusta coffee.

It is not possible to use your e-mail address to create an Nespresso account outside Romania. Use a unique e-mail address for each online account.

Please ensure that you are using your correct username and password, verify if you are using caps lock or any punctuation or if you recently used the “forget your password?” function. If you require any further assistance, please contact one of our Nespresso Specialists on 0800 008 500 (free call from any national networks).

Any change of your account especially if it is a business account, you should call our Customer Relationship Center. The information will be sent to the Sales Department in order to make changes in the contract.

An addendum or a new contract it may be prepared only if one of the following information may change:

• Company address;
• Unique registration code;
• Company registration number;
• Any request for previously agreed terms/

Please contact one of our Nespresso Specialists on 0800 008 500 (free call from any national networks) to send us the above changes.

We require this information in order to streamline processes and provide you a better response time and communication between Nespresso and the company you represent.

To help you better understand our data privacy practices and how it may affect you, please see our Legal Information section from www.nespresso.com/ro/ro/legal.

If you are already a Nespresso Professional customer, please fill out the form available on the following link: https://www.nespresso.com/pro/ro/en/registration?execution=e1s1

If you are not a Nespresso Professional customer, please fill out the form available on the following link: https://www.nespresso.com/pro/ro/en/pages/professional-contact-us and our Nespresso Specialists will we will be pleased to offer you further information.

If you would like to become a Nespresso Professional customer, please contact us via the contact form on Nespresso Professional website. You can access the Nespresso Professional site through the icon “Professional” located on the top right of the page.

You can fill in the form from the “Contact” section and then you can send it to our Nespresso specialists. You can access the form here https://www.nespresso.com/pro/ro/ro/pages/professional-contact-us and you will be contacted in the shortest time by one of our Nespresso specialist.

We recommend you to speak with the person responsable for purchasing the orders from your company. Certainly, exists a internal procedure for this type of requests.

If you have forgotten your password, you should use the “Forgotten Password” function from the “Log in” menu and follow the instructions. We will send you an email containing a link, which you can then use to log in on our website. The link will remain valid for 3 days. Please note this link may be sent to you junk mail folder, so we would recommend checking this folder if it has not been received into your main inbox.

Any change of the company you represent should be communicated to our Customer Relationship Center along with the specific documents. Hence the information will be transferred to the Sales Department to make changes in the contract.

Your Nespresso membership number is the unique code you receive when you become our customer and partner. Your unique membership code helps us to identify your account in our database when you contact us for technical assistance or when you want to place telephone orders.

By providing your unique customer code you also give us access to your Nespresso customer account information, such as previous orders, delivery address, etc., thus helping us to improve our service and speed up operations.

The Nespresso membership number is made up of 6 or 7 digits and can be communicated to you by telephone by Nespresso specialists or is mentioned in the signed contract. It can also be viewed on the Nespresso website, in your account, in the "My Account" section and on invoices for online or telephone purchases.

If you want to test our Nespresso Professional machines and coffee, we invite you to contact us in order to schedule a visit at our Nespresso Showroom where one of our colleague from the Sales Deparment will help you to make a decision.

Make sure you are on the Nespresso professional page and click on the top bar Machines – Discover the Machines.

In general, I have a minimum consume of coffee. Which type of machine do you recommend me?
Zenius prepares up to 70 coffee/hour and it is suitable for meeting rooms, reception areas, office rooms, coffee kitchens, catering and hotel rooms.You can purchase the order for this machine at this link: https://www.nespresso.com/pro/ro/en/order/machines/pro/zenius-professional-coffee-machine

For this type of machines we are no longer offering maintenance operations.

In this situations we recommend to buy another machine through the Buy-Back program.

For more details please contact us on 0800 008 500 (free of charge from any national network).

Through the Buy Back programme, Nespresso offers its customers the opportunity to purchase a new machine with a 20% discount off the purchase price. The condition is that the owner agrees to return the machine by filling in a form.

For more details please contact us on 0800 008 500 (free of charge from any national network).

The serial number is the coffee machine identification key from the professional range and an important item to fixe the machine.

In order for our customer service coffee specialists to open a service request, they will need the following information: serial number of the machine, the address where the machine is, a contact person (name and phone number). In case that during the service, you will need a replacement machine, please inform them.

If your machine needs to be repaired, you can benefit from a exchange device during the service time. This is optional and it does not imply additional charges.

We invite you to call us at 0800 008 500 (free call from any national networks) from Monday to Friday between 09:00 – 18:00. Our Nespresso Specialists are happy to help you use your decive at its best or if necessary to offer you immediate assistance through phone.

Any move of the professional coffee machine from another room/building to another should be communicate to Nespresso in order to avoid delaying any technical interventions. We invite you to call us at 0800 008 500 (free call from any national networks) from Monday to Friday between 09:00 – 18:00.

In order to always enjoy the highest quality coffee, we recommend to descale your machine regularly (depending on the usage). Nespresso recommends to do this process every 3 to 4 months with the Nespresso descaling kit. Steam function devices may require more frequent descaling due to high temperature that provoques calcium deposit

Nespresso descaling solution is special created in order to clean the coffee machine components without damaging them. Using another descaling solution or vinegar can cause irreversible damage to the machine components.

Almost all kind of professional Nespresso machines allows to descale them without technician. Descaling is a process that does not need a service intervention.

If you need to loan a coffee machine from the professional range we invite you to contact us through the contact form on the our Nespresso Professional web site. You can acces the professional range web site from the top right of the Nespresso web site where you can find the “Professional” icon.

The machines from Nespresso professional range, that prepares milk recipies are: Gemini 223, Momento 120, Aguila 220 and Aguila 440. If you want to take a look on this models and thei functions, you can access: Machines-Discover the machines.

This type of capsules are been extracted only by the Nespresso professional machines.

Access the Return Portal link and complete the necessary steps until the AWB (Air Waybill) is generated.

Returns will be processed within 14 days from the receipt of the package, and the cost of shipping for the return will be deducted from the value of the returned products, that is, from the amount to be refunded, regardless of the payment method used for the initial purchase.

The returned product must be in the same condition as it was delivered. Products that show physical alterations, excessive signs of use, and/or unauthorized interventions, etc., are not accepted for return. For health protection or hygiene reasons, coffee and other food products purchased remotely cannot be returned if the products have been unsealed.

If you wish to receive other products than those initially ordered, you will need to place a new order.

If the return of the products is initiated or carried out in a manner other than that indicated above, Nespresso does not assume responsibility for any loss and/or damage to the products or delays in processing the return and refunding the value of the products.

For more details regarding the return conditions, you can consult the General Terms of Sale section in the Legal Information.

We collaborate with Cargus, DPD and Sameday.

This option is not available yet, the delivery are made in approximately 2 working days.

This payment method does not influence the way of working of an order.

The minimum order for the professional range is 200 capsules, 4 boxes of 50 capsules each.

You can check your order status using the AWB order number. If your order does not have an AWB number, please contact our Nespresso Specialists at 0800 008 500 (free call from any national networks).

If you have received an incomplete or damaged package, we invite you to contact us at 0800 008 500 (free call from any national networks) and to send us a at least one photo to submit the claim at nespressopro.romania@nespresso.com. Afterwards, the situation will be solved as soon as possible.

A recurring order is an order that processes on a continuing pattern based on a set timescale – products, delivery date, method and payment. To create a recurrent order, please acces this link.

Yes, this option is available, so, if you are interested to set this reccuring order on your account, please send us an email on nespressopro.romania@nespresso.com or call on the number 0800 008 500 (free call from any national network).

You can get free delivery when you are buying a new coffee machine and for orders with the minimum amount of 420 RON or that contain at least 200 coffee capsules.

You can pay your orders through the accordingly:

• Cash on delivery;
• Online, with credit card;
• Payment term if this method is provided in the collaboration agreement between Nespresso and your company;
• Payment of a proforma invoice (prior to delivery).

If you intend to pay your products before the delivery via a proforma invoice, please contact us at the phone number 0800 008 500 (free call from any national networks).

The orders for the professional range are delivered by the Cargus, DPD or Sameday courier within 2 working days.

If you wish to modify or cancel your order, you should call the free-phone number 0800 008 500 (free call from any national networks). According to the order status, the Nespresso Specialists can modify or cancel the order depending on your preferences.

For the orders that were made until 15:00 on a working day, the order will be delivered at the address indicated in Romania, within 2 working days.

In exceptional cases, such a severe weather conditions, the delivery may be delayed to hard-to-reach areas, or very busy times of the year (Black Friday, Christams etc.).

Exceptions are deliveries in the Danube Delta, which requires ferry and you will be contacted by our Customer Service Center.

You can view your order or your account history from your Nespresso Professional account in the “My account – My order” section.

You can order Nespresso capsules even if your machine is purchased from elsewhere. To set up a Nespresso Professional account, please contact us at 0800 008 500 (free of charge from any national network) or use the contact form on our website.

You are welcome to include purchase order numbers for your orders. When calling us on 0800 008 500 (free call fom any national networks) and e-mailing us at nespressopro.romania@nespresso.com please advise us of the number so we may add it to your order. If you are ordering via the website, you may opt to add the purchase order number on your order when you are on the ‘Order review and confirmation’ page by ticking the box next to ‘I would like to provide a purchase order (PO) number’ and adding the purchase order number into the field which appears.
If you have a purchase order number that we should use for more than one order, we will happily add it to your account via phone and e-mail. We will continue to use the purchase order number until you advise us to amend or remove it.

The delivery will be made only via courier companies Cargus, DPD or Sameday at the specified address.

Contact the call center for assistance or send us an email on nespressopro.romania@nespresso.com .

Yes, the receipt can be sent, so in order to do this, please contact us on the email address nespressopro.romania@nespresso.com or by phone 0800 008 500 (free call from any national network).

In this moment we are developing this recycling system for the professional coffee capsules.

To find out more about the available recycling methods, please contact us at 0800 008 500 (free call from any national networks).

Nespresso has launched the capsule recycling program in Romania to give you the ultimate coffee experience in every cup and to contribute, along with coffee lovers everywhere, to protecting the environment. To find out more about the available recycling methods, please contact us at 0800 008 500 (free call from any national networks).