We are very sorry to hear that your machine is requiring assistance. Please call our technical team on +44(808) 100 88 44, option 3 so we may help assist in resolving this matter for you. Any initial troubleshoot over the phone will always be free. This technical helpline is available between 8am and 7pm Monday to Friday and 8am to 4pm on Saturday.
Should troubleshooting over the phone prove insufficient to resolve your query, we can request an engineer attend your site. The cost and timescale for the call out will be confirmed by our technical team as it can vary depending on the type of machine you have, the type of call out we are setting and whether your machine is covered by our Professional Coffee Service (PCS).
Please contact us on +44(808) 100 88 44 to request we send your required document.
We apologise that you received a damaged item. We ask you to contact us on +44(808) 100 88 44 at your earliest convenience so we may help make this right.
You will primarily receive your invoice with the goods we send to you. In addition, you may also either receive an additional copy to your billing address or via e-invoicing if set up in advance of the order being placed.
If you are a Nespresso member with a free on loan professional machine, your contract is valid for 12 months minimum and an indefinite maximum time. Once you have served the initial 12-month term, you may terminate the agreement by giving three months’ notice in writing. During this termination period, contractual obligations may still apply. Please contact us on +44(808) 100 88 44 if you require any further details.
We will contact you as the cancellation date approaches to start facilitating the return of the machine. If you have any questions about this process, please call us so we may assist you.
Becoming a Member
We are delighted to hear of your interest in our professional machines. We offer a wide range of contract and price options and, as such, we would like to discuss your individual requirements with you directly so we can offer the most appropriate option for your needs.
Please therefore contact us on +44(808) 100 88 44 or send your query via the new member ‘Contact Us’ page on our website here. So we may most efficiently assist you, please furnish us the following information:
The company name
The company address, including post code
A best contact number, and a second if possible
A best e-mail address
How many coffees per day will be provided
How many employees you have at this site
Any other details you feel it would benefit our colleague to know
Do note we are only able to assist with the placement of professional Nespresso machines in England and Wales.
We are only able to offer professional machines in England and Wales. If you are in Scotland, please instead contact our business partner Lyreco on +44(808) 100 50 00 or e-mail at Nespresso.scot@lyreco.com.
If you are instead a hospitality customer (e.g. hotel, B&B) who wishes to use our domestic machines in your room, please contact us as per the information under the England and Wales query.
We are only able to offer professional machines in England and Wales. If you are in the Republic of Ireland or Northern Ireland, please instead contact our business partner Lyreco on +353(800) 81 69 69 or e-mail at Nespresso.ie@lyreco.com.
If you are instead a hospitality customer (e.g. hotel, B&B) who wishes to use our domestic machines in your rooms, please contact us as per the information under the England and Wales query.
We are pleased to assist you in the purchase or rental of a further machine. Please contact us on +44(808) 100 88 44 so we may facilitate this process. You may also contact your representative directly with your request.
Our representatives are happy to discuss the possibility of a coffee tasting or even a trial when they contact you. We want you to be sure that the choice you make is the right one for your needs.
We welcome new members who come to us with existing machines. Please contact us either over the phone on +44(808) 100 88 44 or via the ‘Contact Us’ page here. The information we require to request our accounts team create a new membership for you is as follows:
The company name
The company registration number (if applicable)
The company address, including post code
A best contact number, and a second if possible
A best e-mail address
The machine model
The serial number of the machine
From where you purchased the machine
We will then pass this information to our accounts team to review and then set up an account for you.
It is certainly possible to take out one of our professional machines on an event loan. While we normally reserve this for current members, non-members are welcome to request this as well. In order to do so, please call us on +44(808) 100 88 44 or send the query via the new member ‘Contact Us’ page on our website here.
The information our colleague will need to have is as follows:
The company name
The company address, including post code
A best contact number, and a second if possible
A best e-mail address
The start and completion dates for the event
The location of the event if separate from the company address
Any other details you feel it would benefit our colleague to know
Once we have this information, one of our representatives will contact you to discuss the finer points of your request.
We recommend you speak to your workplace about procuring capsules. They will likely have a procedure for this already. We are unable to set up an additional account to place capsule orders in these circumstances.
If you want to order domestic capsules for your business as a hospitality customer (e.g. hotel, B&B), you should already be set up to make these purchases. If this is not the case, please call us on +44(808) 100 88 44 to request this be altered.
If you are otherwise using a domestic machine at work, you will need to set up a domestic account to make purchases. You may do this by calling the domestic line or by registering on the domestic website:
We are very sorry to hear that your machine is requiring assistance. Please call our technical team on +44(808) 100 88 44, option 3 so we may help assist in resolving this matter for you. Any initial troubleshoot over the phone will always be free. This technical helpline is available between 8am and 7pm Monday to Friday and 8am to 4pm on Saturday.
Should troubleshooting over the phone prove insufficient to resolve your query, we can request an engineer attend your site. The cost and timescale for the call out will be confirmed by our technical team as it can vary depending on the type of machine you have, the type of call out we are setting and whether your machine is covered by our Professional Coffee Service (PCS).
The Professional Coffee Service (PCS) is the service guarantee we offer on our machines. If your machine has our PCS cover, call outs due to faults arising from manufacturing and material defects as well as other malfunctions will be free of charge. This includes labour and spare parts. You can also receive free descaling solution, in-tank water filters and mains water line filter changes for your covered machine depending on how your machine is set up. Do note the PCS does not cover external spare parts.
Professional machines taken out free on loan receive rolling PCS cover. It therefore lasts for as long as you have the machine. Purchased machines receive one year of cover in with the purchase price. The cover automatically renews each year at an additional charge unless cancelled, as per your contract. You are welcome to ask us about the cover on your machine by calling on +44(808) 100 88 44.
We are very sorry to hear that your machine is requiring assistance. As it is ultimately a domestic machine, we would ask you to call the domestic technical helpline on +44(800) 442 442, option 3 for the United Kingdom and +353(800) 81 26 60 for the Republic of Ireland where we will endeavour to resolve it for you.
Please note that these machines are ineligible for the Professional Coffee Service (PCS). We will however endeavour to resolve issues that arise.
We offer a wide range of assistance videos for our professional machines, including descaling instructions. Please find them on our website here. If you require further assistance, you are welcome to call us on +44(808) 100 88 44, option 3.
Please contact us on +44(808) 100 88 44 if you require items such as copies of your user manual, descaling instructions or an installation checklist for machines which can be plumbed in. We will be happy to e-mail them to you.
Product Information
The primary location to experience the range of products we have to offer is the Nespresso Professional website. You can find information on our coffee capsules, machines and accessories that are specifically designed to enhance your coffee experience.
If you would like further information, or if you are unable to locate the item you desire, please contact us on +44(808) 100 88 44 so we may further assist.
Please contact us on +44(808) 100 88 44 so we help answer your questions. We can also send you copies of items such as the safety data sheet for our descaling solution and religious certifications for our coffees and food products.
Our Gemini straws and nozzles are made from “PP” which stands for polypropylene. Although “PP” is widely recycled in the UK, due to their small diameter straws are unlikely to be recycled through kerbside recycling systems. In line with our commitment on tackling plastic waste, we have launched a re-usable Autocappuccinatore device and will be phasing out the disposable pipes by March 21st 2021, or when stocks run out.
The disposable plastic pipe in the Gemini machine is replaced daily after being used multiple times to prepare a number of coffees. In line with our commitment on tackling plastic waste, we have launched a re-usable Autocappuccinatore device and will be phasing out the disposable pipes by March 21st 2021, or when stocks run out.
The ban of single use plastic straws came into force on the 1st October 2020. There is a transition period for continued use of existing stock for a period of 6 months from 21st Sept 2020. Rather than disposing of existing stock, we will continue to supply the disposable straws whilst stocks last or until 21st March 2021.
The removable external spare parts for our professional machines should be hand washed rather than put through a dishwashing environment. Cleaning them in a dishwasher can potentially cause warping and breakage. Replacement of these items will always be at the member’s expense.
Online Support
In order to register, please scroll to the top of the page. In the upper-right, between the Login boxes and the Shopping bag link, you will see the ‘Register’ link. You may click on it or go directly to the registration page by clicking here. If you have already registered, please instead log in by placing your details in the login fields and clicking the ‘OK’ button.
Once on the registration page, please fill in the required details. The e-mail you enter must not be used for any other Nespresso account, and we only allow one log in e-mail per account. In order to link it to your account you will also need to enter your membership number and the Postal code. This Postal code must be the one that we have on the primary address on your membership.
If you experience further issues, please contact us directly on +44(808) 100 88 44.
We are sorry that you are experiencing this error. We would first ask you to ensure you are logging into our professional site. The logo in the upper-left of the page will show Nespresso Professional. If it instead only shows Nespresso, please travel to the professional site here and attempt to log in again.
It may additionally benefit to confirm you are on the site for your country. Please check the flag in the upper-right hand corner of the page to ensure it is applicable to the location of your membership.
If you are still experiencing an error, please make a note of what the error says, including the error code if applicable, then contact us on +44(808) 100 88 44
You may place a forgotten password request with us by clicking on the ‘Forgotten your password?’ link located at the top of the website and just under the username and password fields. You may alternatively travel directly to the request page by clicking here.
Once you are on the request page, please enter the e-mail that is used for logging in to your account online. We will then send an e-mail to that address. We ask you to follow the process you receive to regain access to your account.
You are welcome to change your access details at any time. You will first need to log in to your account. Please then click on the ‘My account’ link at the top of the page, then click on ‘My Company Information’ and finally ‘Edit my information.’ There you can change the company name we have set on the website, the contact name and the e-mail address used to log in.
If you wish instead to change your password, please follow the same thread and instead choose ‘Change my password’ in place of ‘Edit my information.’
We apologise that you have been unable to locate the item you desire. There are several items we do not currently offer through our website. These include external removable spare parts for our machines and our descaling solution kits. Please call us on +44(808) 100 88 44 so we can help you directly.
We are sorry that you are experiencing this error. If the website is quoting you a specific error code, please make a note of which code it is, then please contact us on +44(808) 100 88 44 so we may work to bring you a positive resolution. We may also ask you for the following additional details:
Date and time when the error occurred
The browser and device you were using
What operating system you were using
The page you were on
What you were doing at the time the error occurred
The card type you were trying to use to place the order
Order and Delivery
You may place orders with us via one of two methods. You may call us 24/7 on +44(808) 100 88 44, you may place orders via our website here.. Please note you must already be registered as a professional member to be able to place orders with us by any of these methods.
At this time, external spare machine parts and descaling solution can be requested via telephone.
When placing on order over the phone, you are welcome to offer us an e-mail to which we will send tracking information. For orders placed via our website, we will send the tracking information to the e-mail used to log in to the website.
If you have opted not to receive this e-mail, or if you have not received it, please call us on +44(808) 100 88 44 so we may assist with the tracking of the order on your behalf.
Our orders are delivered Monday to Friday, excluding public holidays. Delivery may take an additional day for first time customers. Please note orders that contain 4500+ capsules, or large quantities of other goods, delivery will normally be via pallet and may take up to 5 working days.
Our current delivery time frames are as follows:
Mainland UK: 2-4 working days (order must be placed before 3:30pm)
Scottish Highlands and Islands (Including Channel Islands): Up to 5 working days (order must be placed before 3:30pm)
Channel Islands: Up to 5 working days (order must be placed before 3:30pm)
Republic of Ireland: 2-4 working days (order must be placed before 1:00pm)
We apologise that you received an incorrect item from us. We ask you to contact us on +44(808) 100 88 44 at your earliest convenience so we may help make this right.
We apologise that you received a damaged item. We ask you to contact us on +44(808) 100 88 44 at your earliest convenience so we may help make this right.
We are sorry to hear you wish to return something you have ordered from us. We ask you to contact us on +44(808) 100 88 44 so we may discuss this with you.
Do note that coffee capsules are not returnable unless damaged in transit or the incorrect product was delivered due to our error. We will only accept returns for incorrectly sent capsules in perfect condition, in their original packaging and accompanied by the relevant invoice.
If you want to order domestic capsules for your business as a hospitality customer (e.g. hotel, B&B), you should already be set up to make these purchases. If this is not the case, please call us on +44(808) 100 88 44 to request this be altered.
If you are otherwise using a domestic machine at work or at home, you will need to set up a domestic account to make purchases. You may do this by calling the domestic line or by registering on the domestic website:
A recurring order is an order that processes on a continuing pattern based on a set timescale. This is normally monthly but can be amended to a multiple of months or days.
For free on loan contracts, we require a monthly order. You may amend the types and quantities of the capsules so long as they meet the minimum monthly order of professional capsules. This amount can be confirmed by calling us on +44(808) 100 88 44. You may also amend the processing date within the calendar month.
While having a recurring order is required for our free on loan contracts, other contract types can also benefit from having these set up. Orders processed as a recurring order receive free delivery if they contain at least 200 capsules. You may fully amend the types and quantities of the capsules as well as the next processing date and frequency of processing.
You may amend your recurring order by calling us on +44(808) 100 88 44. You may also add items that you are unable to access via the website, such as descaling solution, via this method.
You may also amend the order via our website when logged in. Amendments are limited to the range of items offered via our website. Once logged in, please then click on the ‘My account’ link at the top of the page, then click on ‘My Recurring Orders.’ You may make allowed adjustments by choosing one of the options found under the ‘Manage’ dropdown list on the right.
If you are on a contract type other than free on loan, you are able to delay or cancel the recurring order at any time. You may do this by calling +44(808) 100 88 44 and by logging in on our professional website.
If you have a free on loan contract and you wish to simply delay the order to process later in the same month, you can still do this by calling and by amending the date through the website. If however you wish to skip a month’s order, you will need to call us. Please note that you are required per your contract to receive this order and any offer to delay it will be at our discretion.
We are sorry to hear that you have yet to receive your order. Please call us on +44(808) 100 88 44 so we may investigate and offer you the best information regarding the status of your order.
Account Management
Please contact us on +44(808) 100 88 44 to request we send your required document.
Please contact us on +44(808) 100 88 44. We will then be able to advise you of the process for making these amendments.
We generally allow the purchase of free on loan machines if a member requests it. If you wish to enquire about this, please contact us on +44(808) 100 88 44.
You may find your membership/customer number on every invoice you receive from us. You may also find it on our website when logged in by clicking on the ‘My account’ link at the top of the page then clicking on ‘My Company Information.’ Please keep your membership/customer number to hand when you contact us so we may assist you as quickly as possible.
You are able to access your prior order history via our professional website. Once logged in, please click on the ‘My account’ link at the top of the page, then click on ‘My Orders.’ Do note this will only show your 15 most recent orders.
Aside from allowing review of these orders, our website does not include your account history on it. If you require additional details, please contact us on +44(808) 100 88 44.
If you are a Nespresso member with a free on loan professional machine, your contract is valid for 12 months minimum and an indefinite maximum time. Once you have served the initial 12-month term, you may terminate the agreement by giving three months’ notice in writing. During this termination period, contractual obligations may still apply. Please contact us on +44(808) 100 88 44 if you require any further details.
We will contact you as the cancellation date approaches to start facilitating the return of the machine. If you have any questions about this process, please call us so we may assist you.
Nothing is more important than the health and safety of our community, including our employees, customers and partners. Whilst we are all going through these uncertain times, we understand that many businesses are closed and many of our out-of-home customers severely affected.
Our Always Open For You initiative aims to offer support our B2B clients who are facing strong challenges. Support includes a tailored approach depending on your circumstances such as multiple smaller coffee points, starter pack bundles for on the go accessories, flexibility on payment terms, flexibility in cancelling standing orders, waiving of minimum order quantities or bespoke support for our most vulnerable customers.
If you have any questions or have a specific request on how we could tailor our support to your business situation, please contact our Customer Care line on 0808 100 88 44 between hours of 8am - 6pm.
We remain at your service and are here every step of the way for you by providing support and advice when needed.
Payment and Invoicing
You may make payment by several methods. If we have extended you invoicing terms, you will be able to place orders for goods up to the credit limit we afford you. Our standard term for repayment is 30 days.
We mainly receive payments by bank transfer (BACS/CHAPS). The details of our bank account will be on the invoice you receive from us.
You may alternatively set up payment by Direct Debit. We will automatically debit your nominated account at the end of the month for any invoices that remain unpaid by the end of the day on the 18th of the month.
Finally, you may also pay us by card, either up front or to pay off an existing invoice. To pay off an existing invoice in this way, you must call us on +44(808) 100 88 44.
You will primarily receive your invoice with the goods we send to you. In addition, you may also either receive an additional copy to your billing address or via e-invoicing if set up in advance of the order being placed.
E-invoicing may be set up or amended on your account by calling us on +44(808) 100 88 44.
We recommend using a generic finance e-mail for this rather than an e-mail for a specific person to ensure absence/leaving does not affect the receipt of the e-invoice. The e-invoice is sent from no-reply@nespresso.com. If you are set up for e-invoicing and do not receive them, please check in your trash or any spam filters you may have activated.
Along with the ease of any owed money being automatically debited from your account each month, you will also receive a 2% discount on your purchases with us. Please contact us on +44(808) 100 88 44 to request a copy of our Direct Debit Mandate form, then complete the form and make sure the ink-signed hard copy is posted back to us at the address quoted on the form.
You may find our bank details on all invoices we send to you. If your membership is based in the UK, please use:
Bank Name: HSBC
Branch: Central Croydon
Account Name: Nespresso UK Ltd
Sort Code: 40-02-50
Account Number: 91371533
IBAN: GB46MIDL40025091371533
BIC: MIDLGB22
If your membership is based in the Republic of Ireland, please use:
Bank Name: HSBC
Branch: Grand Canal Square, Dublin
Account Name: Nespresso UK Ltd
Sort Code: 99-02-31
Account Number. 35484444
IBAN: IE61HSBC99023135484444
BIC: HSBCIE2D
We ask you always provide us a remittance when you make payment. This helps facilitate allocation of your payment onto your account and onto the items you wish to cover with the payment. We offer accounts.receivableuk@nespresso.com specifically for the receipt of remittances.