Frequently asked questions

• Why are Vertuo coffee blends different from Original?

  We buy the highest quality beans for both Vertuo and Original coffees. Each mixture is prepared specifically to ensure maximum harmony with the parameters of the preparation technology. Because the technologies of the Vertuo and Original systems are different, it is necessary to use different coffee blends.

  For both the Vertuo and Original lines, we purchase more than 94% of our coffee through the AAA Sustainable Quality program, in which we work directly with more than 120,000 farmers from 19 countries. Launched in collaboration with the Rainforest Alliance in 2003, the program helps improve yields and crop quality, ensures a sustainable supply of quality coffee and helps improve the lives of growers and their communities.

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• Are Original capsules suitable for Vertuo system?

  No. Systems Nespresso Original and Vertuo are technologically different and therefore use different types of capsules. These are two separate boards, each of which will suit different categories of coffee lovers.

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• What is the difference between Original and Vertuo?

  The Vertuo system is designed for lovers of large cups of coffee who appreciate a wide range of blends of different sizes, such as Espresso (40 ml), Double Espresso (80 ml), Gran Lungo (150 ml), Signature (230 ml) or Carafe pour-over Style (535 ml) that you can share with your friends.

  The Vertuo system offers a permanent portfolio of 33 blends - 8 Espresso, 4 Double Espresso, 6 Gran Lungo, 13 Signature, 2 Carafe pour-over Style.

  The Original system offers 30 coffees in a permanent portfolio and is suitable for lovers of traditional Espresso (40 ml) or Lungo (110 ml), which can be used in combination with milk frothing machines for making Cappuccino or Latte Macchiata.

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• Can be Vertuo capsules recycled?

  Yes, all Vertuo capsules can be recycled the same way as Original capsules.

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• Does it mean the Original system terminates?

  In any case! The Original system is one of the solutions for portioned coffee at all and has also brought millions of consumers to consume coffee. We have invested heavily in system technology and will sell it worldwide because it is critical to our success and customer satisfaction.

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Zásielkovňa

• Why did you choose Packeta.sk?

  Orders from the Nespresso e-shop are distributed by an external warehouse, and because we deliver all over the country, we need to work with external carriers. Packeta.sk is a very popular channel of distribution sites that lets customers pick up their package at a time they prefer.

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• Can you return ordered goods through Packeta.sk?

  Yes, Packeta.sk can also be used to return goods.

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• How long does it take to deliver a package via Zásilkovna.cz?

  If the order is made by 5:00 p.m., the package will be delivered to the collection point by the next day. This applies to both the Czech Republic and Slovakia.

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• Can you return used capsules through Packeta.sk?

  Yes. Packeta.sk is an additional channel for returning used aluminium pods for recycling. Customers who want to return / send used aluminium capsules through Packeta.cz must show a unique code; using this code, Packeta.sk staff will print a label and send off the recycling bag. Not all delivery points are also delivery points for the return of capsules. The customer can find which delivery points are on the Packeta.sk website.

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Brand & Promotions

• Does Nespresso offer some discount?

  Nespresso offer its customers a special marketing activity during the year. This activity is linked to machine purchase when customer is given a voucher which can be redeemed for coffee capsules.

  Time to time there are also special actions for accessories range.

  More information about upcoming marketing activities can be found on www.nespresso.com or at our authorized partners.

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Product Information

• What is the shelf life of the capsules?

  The shelf life of Nespresso capsules is 12 months. During this period Nespresso guarantee the preservation of all aromas. After that time, the coffee is not considered as a health risk, but some of the aromas might be lost.

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• Where are Nespresso machines produced?

  All the machines are designed by Nespresso in Switzerland where our Research and Developement department is located. Lately we cooperate with some manufacturers whom are located in various countries where the machines are produced with compromising of the quality of the product:

  Essenza and Citiz range are assembled in China for our two machine partners - KRUPS and DeLonghi

  Lattissima range is produced by our partner DeLonghi in Italy.

  Pixie machine is still produced in Switzerland.

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• What is the difference between KRUPS and DeLonghi?

  These two ranges of coffee machines have only different design of some parts, like the coffee buttons position, color, drip grids and coffee outlet.

  Both the ranges are manufactured by one manufacturer so there is no difference in their functions or quality.

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• Is your coffee gluten free?

  Our coffee capsules do not contain gluten or any other alergens.

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Orders & order follow up

• How is the parcel delivered?

  The orders done on the customer toll free line 0800 22 11 12  or webshop: www.nespresso.sk placed by 12:30 are delivered within 1-3 working days by DPD courier company.

  If your delivery address is a private one, you will get an information SMS and e-mail with your parcel number and information on the delviery day. Based on the SMS you might change the delviery date directly with DPD company. The driver is then obliged to contact you before the delivery.

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• How can I registrate into Nespresso?

  The registration to Nespresso Clubu can be done by phone on our toll free line 0800 22 11 12 Mon - Fri 8:00-19:00 or personally at Nespresso Boutique. Our coffee specialist will be assisting you with your registration at all moments.

  You can also register via our webshop on www.nespresso.sk and then "registre". Then you will be guided and asked several details about your delivery and invoice address as well as some details about your coffee machine.

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• When I can expect my order placed on weekend ?

  All the orders done during weekends will be processed on Monday and then delivered within one working day.

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• How can I get the free shipping delivery ?

  The minimum possible order of Nespresso capsules is 50 (5 sleeves).

  Delivery is for free when:

  •you will order 15 and more sleeves online
  •you will order 25 and more sleeves by  telephone
  •you will order new Nespresso machine online or by telephone
  •you will order the Aeroccino machine online or by telephone

  except these cases is charged delivery fee 4,90€.

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Online Support

• I cannot finish my order - what is wrong?

  If you are ordering coffee, the minimum quantity needs to be 5 sleeves. A control text in red or green color is visible at the top of your order checking the quantity of your capsules. If the text is red, the minimum quantity is not OK and you need to change your order.

  If the number of sleeves is OK and your order is not possible to finish, please contact us on our toll free line: 0800 22 11 12 Mon - Fri 8:00-19:00 where we will be happy to help you.

   

   

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Product Issue

• How to make a reclamation of a machine in warranty?

  Nespresso Assistance is here to solve any troubles you might have with your machine Mon-Fri 8:00-19:00 on our toll free line 0800 22 11 12. We will check the problem of your machine and find a solution which will suits your needs.

  If the Assitance Service will be needed, our Technical Specialist will communicate with you the pick up date, a loan machine possbility and delivery of the repaired machine back to any address of your choice. This process will take maximum 7 working days and is free of charge is you are member of Nespresso Club and your machine is under warranty.

   

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• How long is the factory warranty for my machine?

  Nespresso is following the standard warranty rules therefore the warranty for your machine is 24 month after the date of purchase.

  In case of after warranty repair is the warranty for additional 6 months from date of repair for all work and used spare parts.

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Machine Support

• Where can I get the manual for my machine?

  In case you need the manual for your coffee machine, please contact our toll free line 0800 22 11 12 (Mon-Fri 8:00-19:00), where we will assist you and send you the requested manual by post or by email.

  Or you can use Nespresso Assistance videos

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• Can I use commercially available descaling?

  We do not recommend you to use other cleaning or descaling products for your machines as we can not guarantee the reaction with the machine and possible harm to your machine.

  Nespresso descaling kit is designed in a way that it will ensure a quality descaling of your machine and there is no risk of damaging your coffee machine while using it.

  The descaling kit consists of two packs and the price is 11,00 €.

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• How should I clean my coffee machine?

  We recommend the customers to clean their machine after the last cup of the day by running a little bit of water without the capsule in the machine head.

  For longevity of your machine we also recommend to descale your machine approx. after 600 cups (PIXIE machine up to 1800 cups).

  We can offer you the descaling kit designed not to harm the machine and clean it properly, which can be bought on toll free line 0800 22 11 12, MON-FRI 8:00- 19:00 or on www.nespresso.com, or visit our Nespresso Boutiques.

  The price of this product is 11,00 €.

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Accounting

• Can you rewrite my invoice?

  Rewrite the issued invoices is not possible.

  In case of need, please do not hesitate to contact us on our toll free line 0800 22 11 12, Mon - Fri 08:00-19:00.

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Recycling

• Where are the collection points for the capsules ?

  Used Nespresso capsules might be collected in our Nespresso Boutiques:

  - Nespresso Boutique, Eurovea, Pribinova 8, Bratislava, Mon-Sun 9 am - 9 pm

  - Nespresso Pick-up Point (Aupark Košice), Námestie Osloboditeľov 1, Košice, Mon-Sun 9 am - 9 pm

  - Nespresso Boutique (NC Aupark), Einsteinova 3541/18, Bratislava, Mon-Fri 10 am - 9 pm; Sat-Sun 9 am - 9 pm

   

  Nowadays you can also let to pick-up used coffee capsules by the delivery company DPD (only in recycling bags for this purpose) in the moment of delivery your new order. Capsules will be sent directly to a recycling company, where coffee is used for energy production and aluminum is recycled for further use.

   

  Another channel for handing over used aluminum capsules for recycling is Zásielkovňa.sk. If the customer wants to return/send used aluminum capsules via Packeta.sk, it is necessary to submit the unique code 96014117, based on which the operator will print a label and take over the recycling bag with the capsules. Not all delivery points are also places to hand over capsules. The customer can easily find these places on the Packeta.sk website.

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