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• How long does the delivery of my package take?

  We at Nespresso want to offer you the best delivery service possible and together with our partners, Österreichische Post and DPD, we try our utmost for orders to be delivered the following business day. The delivery partner will be selected automatically according to available capacities. We ask for your understanding should there be any deviations in the delivery time due to the current situation. Information about the current delivery time can be found at www.nespresso.com.

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• Where can I buy coffee if I don't want to go to a boutique?

  You can continue to order online at all time at www.nespresso.com, via the Nespresso App or by calling 0800 21 62 51. The customer service is reachable toll-free, Monday till Saturday from 7am to 8pm (national holidays excluded). You will receive the delivery within 2-3 days. All parcels are delivered by Österreichische Post AG in a CO2-neutral way. We try to maintain our usual service, but we ask for your understanding if there are any delays in delivery time due to the current situation. Information on the current delivery time can be found at www.nespresso.com.

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• Who can I contact if I need advice on Nespresso coffee or have a problem with my machine?

  The Nespresso Customer Service is available as usual by calling 0800 21 62 51. You can reach them toll-free, Monday till Saturday from 7am to 8pm (national holidays excluded). 

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• Where can I find more information about current offers?

  All information about current offers can be obtained either through our email newsletter, the Nespresso website www.nespresso.com or through our social media channels. In addition, the Nespresso Customer Service is available as usual by phone at 0800 21 62 51. You can reach them toll-free, Monday till Saturday from 7am to 8pm (national holidays excluded). 

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• Where can I order my coffee / my machines / my accessories now?

  Nespresso customers can continue to order coffee, machines and accessories at all time through our online boutique at www.nespresso.com, via the Nespresso App or by calling 0800 21 62 51. You can reach the customer service toll-free, Monday till Saturday from 7am to 8pm (national holidays excluded). 

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• Can I also pick up my order at the boutique?

  Click & Collect is available during our boutique opening hours from Monday to Friday (working day) from 9am to 6pm and Saturday from 9am to 4 pm in selected Nespresso boutiques in Vienna, Vösendorf, Linz, Salzburg, Pasching, Graz, Klagenfurt and Innsbruck.

  Order at www.nespresso.com, via Nespresso App or by calling 0800 216251. You can reach the customer service toll-free, Monday till Saturday from 7am to 8pm (national holidays excluded). Your order will wait in the Boutique 30 minutes after you place your order. Contact our boutique staff for pick-up.

  You can pay for Click & Collect orders via PayPal, credit card (VISA, MasterCard, Diners Club and American Express), bank transfer (SEPA) as well as Nespresso gift card.

  Find further information about our “Click and Collect” service:
  https://www.nespresso.com/at/en/services#/delivery/boutique-pickup

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• Where can I recycle my used coffee capsules?

  You can recycle your used capsules at more than 2000 collection points in Nespresso boutiques, selected municipal waste collection centers, selected retail partners and selected postal partners throughout Austria. You can find collection points near you at https://www.nespresso.com/at/en/verkaufsstellen#recycling.

  Nespresso coffee capsules can also be recycled in 7 regions in Austria via the public system in the collection bins for metal packaging. In Vienna please use the yellow bin, in Graz, Innsbruck, Linz and the districts of Bruck-Mürzzuschlag, Leoben and Kitzbühel please throw your capsules into the blue bin. 

  As part of a pilot project with the Austrian Coffee and Tea Association and Altstoff Recycling Austria AG (ARA), it is now also possible in Upper Austria, Krems Land and Schwechat to collect and recycle coffee capsules of all materials and brands together at the waste material collection centers and all BILLA Plus shops in Upper Austria.

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• How can I contact Nespresso?

  By phone:
  Nespresso offers its members personalized customer services at our toll-free number 0800 21 62 51. You can reach us toll-free, Monday till Saturday from 7am to 8pm (national holidays excluded). 

   

  Via E-Mail:
  kundenservice.at@nespresso.com 
  
  Or our live chat:
  you can reach us via chat from Monday to Friday from 8am to 6pm.

   

  Via Whatsapp: 

  We remain at your disposal at 0676 699 01 44 from Monday to Friday, 8 am to 6 pm.

  
  By Post:
  Nespresso, Wiedner Gürtel 9, 1100 Vienna
  
  
  
  

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• Where do I find the Nespresso Boutiques?

  You can find our Nespresso Boutiques here.

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• How do I know if there are changes/upgrades to my account?

  You will be informed by e-mail. For that purpose, we invite you to subscribe to our newsletter at www.nespresso.com and register your e-mail address with us. All the information is also available in the "My membership status" section at www.nespresso.com or in the Nespresso App. Of course, our Coffee Specialists in the Boutiques as well as the Nespresso customer service can also provide you with all the information you need.

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• Where can I find my status level?

  You can find your status in the "My membership status" section at www.nespresso.com. Of course, you can also obtain all the information you need from our Coffee Specialists in the Boutiques as well as the Nespresso Customer Service.

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• Why can I lose my status level?

  As we want you to enjoy a rewarding relationship with Nespresso, it is important that you continue to be an active member, by purchasing coffee at least once in a 12-month period. Otherwise you lose your status level and we would really regret that.

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• What do the capsule prices comprise of?

  All of our efforts boil down to working with our partners to produce the highest quality coffee while preserving the best of our world.

  The farmers from whom we obtain coffee should be able to earn a stable and profitable livelihood when growing coffee. Therefore, we continue to pay a premium price for coffee and promote sustainable farming practices. At the same time, we also reduce the risk of market and currency uncertainties by introducing a pension program to secure their future as well.

   

  Our aluminum capsules, which are now made of min. 80 % recycled aluminium, ensure long-lasting freshness. To encourage reuse, we have set up a collection and recycling system for our customers.

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• Where can I find the coffee aroma profiles?

  You can find the aroma profile cards of all our coffees here:

  ORIGINAL (Aromaprofilkarte ORIGINAL) and VERTUO (Aromaprofilkarte VERTUO).

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• How long do the capsules stay good?

  The Best Before date on the sleeve indicates how long the aroma is guaranteed to remain fresh.

  Our capsules come with a freshness guarantee, i.e. a minimum shelf-life of 12 months from the production date. Due to the airtight sealing the quality will not deteriorate nor pose any health risks even beyond that date.

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• Why are the capsules not available for purchase in food retail stores/supermarkets?

  Nespresso has chosen its own distribution network to guarantee the highest quality and freshness for our coffee lovers.

  Capsules for our ORIGINAL system as well as our VERTUO system can be purchased in our boutiques, the online boutique, via the Nespresso App or the Nespresso Customer Service (0800 21 62 51).

  Find information on our numerous and attractive purchasing and ordering options here.

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• Why does Nespresso use aluminum capsules?

  Nespresso is committed to delivering the highest quality coffee, which we guarantee by preserving the freshness and intensity of the coffee aromas in the best way possible. No other capsule material can preserve the freshness and aromas of our coffees so well and at the same time interact with our machines to produce such consistently high quality coffee. Aluminum provides the perfect sealing to protect the delicate aromas from air, light, humidity and microorganisms. Aluminum has long been used as industrial and household food packaging material, it is completely tasteless and odorless and can be recycled practically infinitely. In fact, we have installed more than 2,000 collection points where you can dispose of Nespresso capsules for recycling. In some selected regions of Austria you can also recycle your capsules through public recycling collection. Locate your nearest collection point here.
  Locate your nearest collection point here.

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• Aren’t aluminum capsules harmful to consumers’ health?

  No. Nespresso capsules are coated on the inside with a food-grade lining so that there is no direct contact between the coffee and the aluminum.

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• Is Nespresso coffee Fairtrade-certified?

  Nespresso has developed its own program to ensure fair treatment of coffee farmers – the Nespresso AAA Sustainable Quality™ program.

  The program was launched in 2003 in collaboration with the Rainforest Alliance to help protect the future supply of the highest quality coffees.

  In this program, Nespresso works with more than 150,000 coffee farmers in 18 countries to sustainably improve local growing and living conditions.
  To do this, Nespresso builds direct, long-term relationships with farmers, helps them adopt and implement sustainable coffee farming practices, and buys coffee from the same coffee farmers year after year - with 95% of coffee purchases at or above Fairtrade Minimum Price*. We also invest in programmes such as pension savings plans and insurance to ensure that coffee farming is a profitable business for future generations of farmers.

  Today, we already source over 95% of our coffee from the Nespresso AAA Sustainable Quality™ Program. More than half of our coffee is certified by Rainforest Alliance, Fairtrade and/or organic certified.

  Information can be found at https://www.nespresso.com/at/en/thepositivecup

  Weitere Informationen finden Sie unter: www.nespresso.com/nachhaltigkeit

   

  *In 2019 FLOCERT verified that 95% of coffee purchases met the Fairtrade Minimum Price.

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• How do I dispose of my capsules correctly?

  Nespresso is committed to keeping recyclables in circulation. That is what we set up our own recycling system in Austria back in 2009. There are now more than 2,100 collection points in Nespresso Boutiques, in electronics trade, in waste collection centers and selected postal partners and MPreis stores throughout Austria. Used Nespresso coffee capsules can be dispensed via these and thus returned to the recycling cycle. A collection point in your area can be found at https://www.nespresso.com/at/de/verkaufsstellen#RECYCLING

   

  In addition, consumers in Upper Austria, as well as in the regions of Krems Land and Schwechat, can use a pilot project with the Coffee and Tea Association and Altstoff Recycling Austria to hand over used coffee capsules of all brands and materials in waste collections centers and all Upper Austrian BILLA PLUS stores for recycling. 

   

  All collected coffee capsules are recycled in recycling plants in Austria. Aluminium is separated from the coffee grounds when capsules are recycled. The aluminium is melted and reused for the production of new products such as bicycles, pocket knives, beverage cans or new capsules. The coffee grounds can be used as plant fertilizer or processed into bio-gas and thus provide renewable energy. It can also be used for biodegradable oil binders and as a material for furniture or table tops. 

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• Can the capsules be disposed in the yellow bin/sack?

  Due to a nationwide change in the packaging waste collection, coffee capsules may no longer be handed over for recycling via the public packaging collection (yellow can/yellow sack) from 1.1.2025. This applies throughout Austria. Please take your capsules to a collection point near you. These can be found at  https://www.nespresso.com/at/de/verkaufsstellen#RECYCLING. 

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• How can I order capsules, machines and accessories?

  You can order 24/7 on our website at www.nespresso.com, by calling our Nespresso Customer Service Center toll-free at 0800 21 62 51 (Monday - Saturday, 7am till 8pm, holidays excluded) or via our Nespresso App for iPhone/iPad (download) and Android (download).

   

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• What is the cost for shipping?

  Free shipping for orders above 100 capsules and orders including a Nespresso coffee machine.

  Shipping costs up to 100 capsules or if you buy accessories only are €4.90 when you order by phone or online. Your order will be delivered by Österreichische Post.

  Shipping charges for our personalized time slot delivery Nespresso Your Time: 9.90€.

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• I have not received my order. What should I do?

  If your order has not been delivered you can track the order online. To do so, log in to your account on www.nespresso.com and click on the drop-down menu next to “Welcome (your name)” and then on “My order.” You will then be able to view the delivery status of your order.

  If you are unable to track the delivery status or need more detailed information place call our Nespresso Customer Service free of charge at 0800 21 62 51. A coffee specialist will be happy to assist you and arrange for a new shipment in case the order cannot be located.

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• Can I have an order shipped abroad?

  Nespresso Austria does not ship abroad. We recommend that you contact Nespresso in the country in question and place your order there. If Nespresso is not represented in that country, please contact Nespresso in Switzerland.

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• How and when will my order be delivered?

  Delivery usually within 24 hours (except public holidays) throughout Austria for orders until 8 p.m. on working days. Simply choose “Delivery on next Saturday” for a free delivery next Saturday.
  Important Note: If you order on Friday after 20:00, your order will arrive on Saturday next week.

  We at Nespresso want to offer you the best delivery service possible and together with our partner, Österreichische Post and DPD, we try our utmost for orders to be delivered the following business day. Therefore, the delivery partner will be selected automatically, based on available capacity. We thank you for your understanding.

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• What happens when you don’t pick up the order or refuse the delivery?

  Our orders are delivered by the Austrian post AG in a CO2 neutral way. After your order passes the distribution point at the post office you receive an email with the parcel number and the delivery details (an approximate delivery time).

  Under the link in your e-mail you can change your delivery address and the day of delivery.

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• What is the Easyordering service?

  Easyordering allows you to receive your favorite Nespresso coffees, sweets and a limited range of accessories at the frequency and address of your choice to prevent you from running out of your favourite coffees and to save you time and effort on placing an order when you need it.

  You can set up, modify or cancel your Easyorder over the Nespresso website and mobile applications, over the phone, or in any of our Nespresso boutiques.

  You will be notified 5 days prior to the shipment of your following Easyorder via email. If you wish to modify the delivery address, selected items and quantities as well as delivery and payment information after receiving our email, you can still change this until three days before shipment at midnight.

  You can also choose Nespresso Your Time for a personalized delivery timeslot; the charges are €3.90 for each delivery.

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• Is it possible to change the delivery address after the order has been closed and processed?

  You have chosen a 24h delivery to your home address, to your office, to a pick up point or to a post office? After 14 work days the order will be sent back to Nespresso. Of course, the money you paid, will be refunded according to the payment mode of the original payment.

  You decided to take Nespresso Your Time as your delivery option?

  If our delivery partner doesn’t meet you personally, he will try to call you.

  If it is not possible to reach you on the phone, the delivery is going to be send back to Nespresso as well.

  Of course, the money you paid will be refunded according to the payment mode of the original payment.

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• How can I track my online order?

  - Click on the "Track my Order" Link in the order confirmation email that you have received after placing your order.

  OR

  Go to https://www.nespresso.com/at/en/sendungsverfolgung and paste your order number (order reference) and post code.

  OR

  - Log in with your login details.

  - Click on “Welcome (your name)”.

  - Click on “My Orders”.

  - You will now see all your orders. For more details please click on "Order Tracking" under Delivery information.

  - A new window will open. With your order number (order reference) and zip code you can now see more details and the current status.

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• How can I return products?

  Your satisfaction is important to us. If you don't like a product, simply return the item within 14 days of receipt. This is possible if the goods are unused and reach us together with the original packaging. To ensure correct processing, please be sure to include your order number/order date and customer number on the return label. Of course, we will cover the postage costs for you.
  Print out your return label here:
  PRINT RETURN LABEL

  Would you like to send in a defective milk frother or barista for repair?
  Then please use this return label:
  RETURN LABEL REPAIR

  Are you unable to print the return label?
  You are welcome to use the postal service and print the return label in the branch or at the machine. You can request a QR code or barcode for this via email. Further details can be found on the return label.

  If the above options cannot be used, please address the package to the following address and enclose your order number/order date and customer number for correct processing:
  Nespresso ÖSTERREICH GMBH & Co OHG
  Paketfach Nespresso 1
  1005 Wien

  For a defective milk frother or barista, please use the following address:
  Nespresso ÖSTERREICH GMBH & Co OHG
  Paketfach Aero / Barista
  1005 Wien

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• What is the processing time of my returned goods?

  After proper return of the goods, the invoice amount including delivery costs will be credited to the customer's account immediately, but no later than 30 days after receipt of the goods.

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• Can I exchange an engraved product that I bought at the Nespresso Atelier Vienna?

  Engraved products are not returnable. We recommend cleaning by hand and not by dishwasher.

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• How can I cancel my order?

  Please contact us as soon as possible at 0800/216251. Cancellation of your order is only possible within the first 15 minutes after order completion. We cannot guarantee this time frame either but we will do our best.

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• How do I modify or cancel my Easyorder?

  All information relevant to your Easyorder such as next scheduled date, delivery address and payment can be found under My Account/Easyordering upon logging in.

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• What information is relevant for me as a new ORIGINAL machine owner?

  Starter Pack: Important information for new ORIGINAL machine owners can be found HERE

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• How can I redeem the repair bonus for my machine repair?

  The repair bonus can be obtained by any private individual with Austrian residence at reparaturbonus.at.

   

   

  How can the repair voucher be redeemed?

  The repair voucher can only be transmitted, checked and redeemed after the invoice for the repair has been paid.

   

   

  Is subsequent redemption possible for repairs before 25th of September 2023?

  It is not possible to subsequently accept a repair voucher for invoices with an invoice date before 25th of September 2023.

   

  When and how will I receive the refund in the amount of the repair voucher?

  If you submit your repair receipt by the middle of the month, you will receive the refund directly from the tax office the following month. If we receive your receipt later, the payment may be delayed.

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• How do I descale my machine?

  On our website we provide video tutorials on how to descale your machine for every Nespresso machine.

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• What can I do when no coffee is running from the brewing head?

  -Check if the water tank is enough filled and correctly positioned

  -Clean the coffee outlet/pyramid plate of the machine.
  SAFETY NOTE: Make sure that the machine is switched off and disconnected from the electricity supply before cleaning the coffee outlet/pyramid plate.

  -Vent the machine:
  Rinse 3x without inserted capsule via the lungo button.
  Do a descaling according to the instructions.

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• What can I do when my machine no longer works properly?

  For technical problems or questions regarding your Nespresso machine you can call the Nespresso Customer Service free of charge, at 0800 21 62 51.

  Our coffee specialists will be happy to assist you in diagnosing the problem of your machine. To help you in the best possible way, it is important that you are with your machine at the time of the call. In case the issue cannot be resolved we will be happy to offer you our machine pick-up service, which includes:

  - Pick-up of the machine from an address of your choice

  - Provision of a loan machine upon request

  - Repair and corrective maintenance of the entire machine within the warranty (please note that if the machine is not cleaned properly, costs may be incurred) or at a flat rate

  - Return delivery to an address of your choice

  The machine will be repaired by the relevant machine partner’s repair shop.

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• Aeroccino: How do I clean my Aeroccino?

  Please clean your Aeroccino after each use.

  Rinse the Aeroccino with warm water and dish soap and then wipe with a soft cloth.

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• What can I do when the machine doesn’t produce any hot water or steam?

  Clean the steam nozzle according to the instructions and descale your machine if necessary.

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• What can I do when the coffee isn’t hot enough?

  Please pre-heat your cups and descale your machine if necessary.

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• Aeroccino: What can I do if the whisks do not rotate?

  - Nudge the whisk lightly. It is possible that the magnet was temporarily not working properly.

  -If available, check if the second whisk works.

  ­- If these tips do not solve your problem, please call our Nespresso Customer Service free of charge at 0800 21 62 51.

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• Aeroccino: What can I do if my Aeroccino does not switch into ready mode?

  - The Aeroccino may be overheated. Fill the Aeroccino with cold or ice water and let it cool down for around 30 minutes.

  - The whisk of the Aeroccino is may be missing or not positioned correctly.

  - There is may be not enough milk in the Aeroccino.

  If this tip does not solve your problem, please call our Nespresso Customer Service free of charge at 0800 21 62 51.

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• Lattissima +,Touch & Pro: What can I do when my machine does not produce proper milk froth?

  - Check the milk properties. We recommend using cold milk with 1.5% to 3% fat.

  - Check that the suction hose (white hose) is correctly seated in the milk container lid and that all 6 parts are correctly assembled.

  - Disassemble the milk container into its 6 parts and clean them in the dishwasher. Manual cleaning is possible if no dishwasher is available: Carefully clean the 6 individual parts with hot water and dish soap.

  - If the milk tank has been at room temperature for more than 30 minutes or in the refrigerator for more than 2 days, it must be separated into its 6 parts and cleaned in the dishwasher. 

  - A regularly performed descaling in accordance with the water hardness and the individual consumption (see water hardness setting in the machine manual) guarantees consistently good milk foam results.

  - Descale the machine. If required, you may want to do an in-depth descaling: For that purpose, leave the descaling solution in the machine for 25 minutes before rinsing.

  - If available, press the clean button after each frothing procedure. Press the button until the clean light goes out.

  ­- If these tips do not solve your problem, please call our Nespresso Customer Service free of charge at 0800 21 62 51.

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• Aeroccino: What can I do to create the perfect Aeroccino milk froth ?

  - We recommend using cold milk with 1.5% to 3% fat.

  - Filling quantities: No more milk should be filled in than the max. indicator for milk foam (the lower mark).

  - The normal result is 50% milk froth, 50% warm milk.

  - The temperature of the milk foam should be between 60°C and 70 °C.

  - Please call us, free of charge, at 0800 21 62 51, if you need help using your Aeroccino.

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• How can i rate my machine?

  Choose your machine on the machines overview page. Click on “REVIEWS”. Here you can start with the rating and review of your machine.

  If you want to rate your Aeroccino, choose your model on the accessory overview page.

  Hint: You have to be logged in to submit a rating.

  
  
  

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• Why i can´t see my rating online?
  Your rating will be transferred to the system and then released manually.
  
  Therefore, it may take up to 24 hours for your rating to appear on the website.

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• Machine Support: What about the data protection guideline?

  Your data will not be passed on to third parties and will only be used for the moment of the video chat.

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• Machine Support: Will the video chat be saved or archived?

  Your video chat with Nespresso Austria is neither stored nor archived.

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• Machine Support: Am I being filmed with the camera during the video chat?

  By entering the chat, you accept that Nespresso has access to your camera during the time of the customer conversation. This will only be used to provide support.

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• Where can I dispose of my defective machine?

  You can take your defective coffee machine, if you do not wish to have it repaired or if this is no longer possible, free of charge to a waste collection center near you or to a Nespresso Boutique for recycling.

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• What is a Relove machine?

  A RELOVE machine is a Nespresso machine that has been returned to Nespresso or due to external or internal handling no longer works optimally and has been given a new life. The machines are carefully checked to determine whether they can be retreaded or not. If retreading is possible, the machine is carefully inspected by our carefully inspected, repaired*, cleaned, tested, preventively serviced* and repackaged. This is how it becomes a RELOVE machine. All RELOVE machines are quality assured by Nespresso and - as a proof of our confidence in their quality - have a Nespresso warranty.

   

  *if required

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• Where can I buy a Relove machine?

  If you are interested in buying a RELOVE machine, you can obtain more information at your Nespresso Boutique, on Nespresso.com or by calling our Customer Service.

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• Do you give a warranty on Relove machines?

  Yes, as with all new Nespresso machines, we offer a two-year warranty on RELOVE machines.

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• Can I return my old machine for the Relove program?

  It is not possible to return your old machine for the RELOVE program in the first step.We use the available machines from postal returns, unaccepted deliveries, unaccepted deliveries, demonstrationand test machines, loaner machines as well as replaced machines.

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• What is the NESPRESSO home compostable paper-based capsule?

  The Nespresso home compostable collection is a new line of home compostable capsules for home use¹ that offers consumers an additional choice to our recyclable aluminum capsules - without compromising on Nespresso quality and the premium coffee experience. With this innovation, Nespresso delivers the quality, taste and freshness that premium Nespresso coffee lovers expect in a home compostable capsule for home use that is compatible with Nespresso ORIGINAL machine.
  
  

  _{1 Our paper-based capsules are certified home compostable and contain 82% paper. DISPOSAL: Dispose of the capsule after use in home compost if available. If you do not have a home compost, take the capsules to a Nespresso collection point. If this is also not possible, dispose of the capsules in the residual waste. Do not dispose of them in the paper or organic waste garbage can. Dispose of the bag in the yellow garbage can or yellow bag.}

  _{For more information about the capsule and composting, visit our website: Heimkompostierbare Nespresso Kapseln | Nespresso Österreich}

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• The capsule has got stuck in my machine. What can I do?

  Can you can you see the whole capsule?

   

  Yes > The possible cause of the capsule getting stuck is that it is wet and stuck to a part of the machine interior or that it has tipped into the interior of the machine

  (above the brewing unit).

  In this case, we recommend applying gentle pressure with the tip of a teaspoon to the highest point of the capsule to correct the angle and bring the capsule into a horizontal position. The capsule should now fall into the capsule container. Do not press on the capsule with your finger.

   

  No > It is possible that the capsule may be stuck in the brewing unit of your machine. We recommend that you slowly close the handle and lift it again to eject the capsule. If the capsule remains blocked in the brewing unit, we recommend to wait at least 15 minutes (an hour if possible) and then repeat this process. Please never insert your fingers or tools into the brewing unit to loosen the capsule. If the problem persists, please contact us.

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• Do these home-compostable capsules preserve the freshness and aroma of the coffee?

  An important aspect of the innovation is the thin, biodegradable coating inside the capsule, which protects the coffee from oxygen. The paper-based capsules¹ are also stored in a sealed, recyclable bag to protect the coffee from moisture. In this way, the freshness of the coffee and the aromas are preserved for up to six months (in the sealed bag). We recommend using the capsules within four weeks of opening the bag and closing the bag tightly with a sealing clip for optimum coffee results.

   

  _{¹ Our paper-based capsules are certified home compostable and contain 82% paper. DISPOSAL: Dispose of the capsule after use in home compost if available. If you do not have a home compost, take the capsules to a Nespresso collection point. If this is also not possible, dispose of the capsules in the residual waste. Do not dispose of them in the paper or organic waste garbage can. Dispose of the bag in the yellow garbage can or yellow bag.}

  _{For more information about the capsule and composting, visit our website: Heimkompostierbare Nespresso Kapseln | Nespresso Österreich}

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• What is the exact composition of these paper-based capsules and why are they not made of 100% paper?

  The capsules consist of 82% paper pulp¹ and a thin, biodegradable coating as an oxygen barrier.  To protect the coffee from oxidation and preserve the delicate aromas, taste and freshness, the capsule is lined with a thin, biodegradable film that ensures a high-quality result in the cup. 

   

  _{¹ Our paper-based capsules are certified home compostable and contain 82% paper. DISPOSAL: Dispose of the capsule after use in home compost if available. If you do not have a home compost, take the capsules to a Nespresso collection point. If this is also not possible, dispose of the capsules in the residual waste. Do not dispose of them in the paper or organic waste garbage can. Dispose of the bag in the yellow garbage can or yellow bag.}

  _{For more information about the capsule and composting, visit our website: Heimkompostierbare Nespresso Kapseln | Nespresso Österreich}

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• What do I do differently with these new home compostable capsules? What should I pay attention to in my coffee ritual?

  Try these tips to get the best coffee experience with the Nespresso home compostable capsules¹:

  • Once you have prepared your Nespresso coffee, wait a few moments before carefully and slowly opening the lever to eject the capsule.
  • Check that it falls into the capsule container.
  • We recommend emptying the container as soon as it is full, or at least once a day, and cleaning it regularly as part of your machine maintenance.
  • Empty your capsule container into your home compost.
  • Leave the capsules in the bag until you are ready to use them and close them with a clip after each use. Store the packaging in a cool, dry place, but not in the fridge.
  • Remember to enjoy your home compostable capsules within four weeks of opening the packaging to get the best coffee enjoyment.
  • The unopened shelf life is six months from production.

  By following these simple steps, you can enjoy a delicious, unforgettable cup of coffee at home with Nespresso home compostable capsules.

   

   

  _{1 Our paper-based capsules are certified home compostable and contain 82% paper. DISPOSAL: Dispose of the capsule after use in home compost if available. If you do not have a home compost, take the capsules to a Nespresso collection point. If this is also not possible, dispose of the capsules in the residual waste. Do not dispose of them in the paper or organic waste garbage can. Dispose of the bag in the yellow garbage can or yellow bag.}

  _{For more information about the capsule and composting, visit our website: Heimkompostierbare Nespresso Kapseln | Nespresso Österreich}

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• Where / how should I store the bag with the home compostable capsules? How can I reseal the bag?

  We recommend closing the bag after each use. You can use the Nespresso clip or a normal closure clip for food packaging. We recommend storing the pouch in a dry place at room temperature. We do not recommend storing the bag in the refrigerator, as this can allow moisture to penetrate and affect the freshness of the coffee. Once the bag has been opened, you should use all the capsules within four weeks.

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• How should I dispose of the home compostable capsule?

  The paper-based capsules¹ contain 82% paper and are certified by TÜV Austria as "OK compost HOME". The industry standards state that home composting of the capsules takes up to 6 months. Actual decomposition depends on environmental conditions such as humidity, temperature and time of year. Dispose of the capsule after use in home compost if available. If you do not have a home compost, take the capsules to a Nespresso collection point. If this is also not possible, dispose of the capsules in the residual waste. Do not dispose of it in the paper or organic waste garbage can. Dispose of the bag in the yellow garbage can or yellow bag. For more information about the capsule and composting, visit our website: Heimkompostierbare Nespresso Kapseln | Nespresso Österreich

   

   

  ¹ _{Our paper-based capsules are certified home compostable and contain 82% paper. DISPOSAL: Dispose of the capsule after use in home compost if available. If you do not have a home compost, take the capsules to a Nespresso collection point. If this is also not possible, dispose of the capsules in the residual waste. Do not dispose of them in the paper or organic waste garbage can. Dispose of the bag in the yellow garbage can or yellow bag.}

  _{For more information about the capsule and composting, visit our website: Heimkompostierbare Nespresso Kapseln | Nespresso Österreich}

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• Where can I find more information about the home compostable paper-based NESPRESSO capsules?

  For more information about the home compostable paper-based NESPRESSO capsules¹ and composting, visit our website:  
  Heimkompostierbare Nespresso Kapseln | Nespresso Österreich
  
  

  ¹ _{Our paper-based capsules are certified home compostable and contain 82% paper. DISPOSAL: Dispose of the capsule after use in home compost if available. If you do not have a home compost, take the capsules to a Nespresso collection point. If this is also not possible, dispose of the capsules in the residual waste. Do not dispose of them in the paper or organic waste garbage can. Dispose of the bag in the yellow garbage can or yellow bag.}

  _{For more information about the capsule and composting, visit our website: Heimkompostierbare Nespresso Kapseln | Nespresso Österreich}
  
  

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• What are the key differentiators of VERTUO compared to ORIGINAL?

  VERTUO appeals to people who like to drink large cups of coffee and want to complement their experience with other cup sizes such as Espresso, Double Espresso, Gran Lungo, Mug or Craft Brew.

  VERTUO offers a wide range of coffees in the Mug (9 different coffees), complemented by 8 Espresso, 3 Double Espresso, 6 Gran Lungo varieties. The VERTUO Next range also offers 2 Craft Brew varieties.

  ORIGINAL supplies high-quality espresso and lungo coffees that can be used with Nespresso's Aeroccinos as well as with the milk systems built into the machines, for example for cappuccinos and lattes.

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• Is the coffee range the same for both product lines?

  We source coffee of the highest quality for both VERTUO and ORIGINAL capsules. However, the blends differ because each blend is created specifically for the best interaction and harmony with the defined brewing parameters of the VERTUO system - with rigorous selection of beans, expert blending, roasting and grinding. As these parameters differ from those in the ORIGINAL system, the blends are consequently different.

  The VERTUO Next range includes 32 coffees in 5 cup sizes. The VERTUO Plus range includes 30 coffees in 4 cup sizes. The ORIGINAL range comprises around 30 coffees. For both systems, more than 94% of the coffees are sourced through our AAA Sustainable Quality™ program. This helps farmers implement sustainable practices on the farms and in the surrounding landscapes. Launched in 2003 in partnership with the Rainforest Alliance, the program helps improve crop yield and quality, ensure a sustainable supply of high-quality coffee and improve the life of farmers and farming communities.

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• How many capsules are in each pack?

  Each pack contains 10 capsules. Except for the Cold Brew Blends, where there are 7 capsules in each pack.

  The coffee name, cup size and intensity are printed on the side. The coffee description and the aroma profile with milk are on the bottom side of the packaging.

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• Can I use ORIGINAL capsules in the VERTUO system?

  No. The Nespresso ORIGINAL and VERTUO machines use different capsules that interact with the systems in different ways. They are two separate product lines that appeal to different types of coffee lovers.

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• What are the barcodes for?

  The VERTUO machine uses the barcodes on the capsules to recognize which coffee the customer wants to prepare. The machine reads the code and then adjusts the amount of water, extraction speed and other parameters to prepare each blend and cup size optimally.

  The code on the edge of the capsule allows the machine to recognize the capsule and adjust the parameters needed for that particular coffee: Water and coffee contact time, temperature and the amount of water, rotation speed, flow rate and more.

  The different extraction phases are as follows:

  • The capsule is read and all extraction parameters are adjusted
  • Water feed: the machine injects water into the capsule
  • Centrifusion^TM: the machine rotates the capsule while continuously injecting water to extract all the flavors of the coffee and create the perfect crema
  • Final step: the rotation reaches 4000 revolutions per minute to extract all the coffee and dry the capsule.

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• Where can I buy VERTUO capsules?

  VERTUO capsules are available in 24 countries in North America, Europe and Asia in Nespresso Boutiques, via our website and through our call centers.

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• I am an ORIGINAL customer, can I "upgrade" to Nespresso VERTUO for free?

  VERTUO is not an upgrade, it is a different brewing system. By buying the Nespresso system, whether ORIGINAL or VERTUO, you become a member of Nespresso & You, which includes both systems.

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• Are the Nespresso &You; benefits and services for Nespresso VERTUO customers the same as for ORIGINAL customers?

  Yes.

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• My Vertuo Next is not pairing with Bluetooth correctly. What should I do?

  1. Login to your Nespresso.com account, then click here and delete the Vertuo Next from your registered machines.
  2. Factory reset the machine (refer to the machine assistance page for instructions).
  3. Make sure the machine is plugged in and turned on. The machine will power 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 present.
  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 with no obstructions.
  8. Launch the Nespresso App, and attempt pairing again.
  9. Remember that the machine needs to be on throughout the pairing process and connecting to Wi-Fi. If it powers off, turn it back on.

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• Is the recycling system for VERTUO capsules the same as for ORIGINAL capsules?

  Yes, all VERTUO capsules can be recycled through the existing recycling systems for Nespresso capsules.

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• My Vertuo Next is not staying connected to my Wi-Fi network. What should I do?

  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."

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• My Vertuo Next has an issue not listed here. What should I do?

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

  The Nespresso Customer Service is for you available:
  By phone: Nespresso offers its members personalized customer services at our toll-free number 0800 21 62 51.
  Or our live chat: You can reach us via chat from Monday to Friday from 08:00 - 18:00.

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• I tried to pair my Vertuo Next machine and I received the message “Machine unavailable. Detected Machine was unable to pair." Is my machine used? What should I do?

  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.

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• Do I have to register to order Nespresso products online?

  No, you can also order in our Nespresso online boutique as a guest. Choose your products, go to the checkout and choose of you would like to create an online account or order as a guest.

  Ordering as a guest is possible on the website only, not in the Nespresso app.

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• How do I order on the Internet?

  You can order online 24/7 via www.nespresso.com or via our Nespresso app for iPhone/iPad and Android phones.

   

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• Do you have issues during the login?

  Do you get an error message while trying to login? Here are some solutions:

  1. The error message starts with „You were logged off due to security reasons.": When logging in, please insert your email address, your password and also your postal code.
  2. The error message starts with „ The user name and/or password entered is not valid or does no longer meet our security requirements.": Reset your password using the „Reset password“ link. You can enter a new password for your account.

  If you are still unable to login, please contact our Nespresso customer service under the toll-free number 0800 21 62 51.

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• How can I reset my password?

  Click here and enter your e-mail address. We will send you an e-mail with a link. You can use that link to create a new password.

  Please nota that it can take a few minutes until the e-mail arrives. Also look into your spam folder.

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• What payment options do I have when I order online?

  You have several payment options to choose from:

  - Credit card (Visa, MasterCard, American Express, Diners Club)
  When choosing this payment method, your credit card gets charged the same day. You have to provide the following information: Cardholder, Cardnumber, expiry date, CVV Code. We are using a secure connection (SSL), so no unauthorized persons get to see your data.

  - Apple Pay
  Pay conveniently and securely with your iPhone, iPad or Mac using Apple Pay.
  Make sure a credit, debit, or prepaid card is added in the Wallet app to use this payment method.

  - Google Pay
  Make quick and easy payments using Google Pay directly in your browser or with your Android device.
  Google Pay payment methods are managed in your Google account. Make sure that a payment method is configured to use this payment method.

  - Sofort Direct Payment
  To pay for your order, you will be automatically redirected to the Klarna Pay now page during the ordering process. From there you will be forwarded to your bank.

  - Invoice
  When ordering by invoice, you pay after you have received your order.

  - Direct debit
  The amount invoiced is automatically transferred from your bank account. This happens within 14 days.

  - PayPal
  If you choose to pay with PayPal, you will be redirected to your PayPal account in the checkout process. The payment receipt normally arrives at Nespresso within the next few minutes and your order will be processed immediately.

  - Gift card
  You have to enter the serial number of the gift card and the scratch-off code in the checkout process.
  
  

  Nespresso is reserving the right to insist on payment via cash on delivery, especially for customers with delayed payment in the past or with a bad credit rating.

  You can pay for Click & Collect orders via PayPal, credit card (VISA, MasterCard, Diners Club and American Express), bank transfer (SEPA) as well as Nespresso gift card.

  If you choose to order as a guest or as a new member you can pay with Credit Card, PayPal and Gift Card only.

  You can find more information on https://www.nespresso.com/at/en/legal or on https://www.nespresso.com/at/en/zahlungsmoeglichkeiten

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• How can I edit my delivery address?

  You can change your delivery address and enter additional shipping addresses at any time by going to My account > My addresses.

  You can also enter a new delivery address before completing your order. In addition, you may add notes for the courier, such as access codes, floor and flat numbers.

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• Why can I order capsules for the ORIGINAL system only in units of 50?

  The reason why we ship capsules for the ORIGINAL system in packs of 50 is that this, in our experience, is the best solution to ensure that they reach you in a fully intact condition and further we set an example for sustainability by reducing additional packaging materials.

  However, you can of course choose and combine any sleeves of 10 Nespresso coffees. What counts is the final quantity of capsules ordered, which needs to be 50 capsules or multiples thereof.

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• My serial number is already in use / is incorrect. What can I do?

  Please check that the serial number you have given is correct. It must be 19 digits long and may also contain letters (case sensitive!).

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• How can I change my personal data and login details?

  To change your data go to our website and log in to your account with your e-mail address and password. Click on “Welcome (your name)” and then on “My personal data.”

  Please not that you have to provide your post code at the login stage for security reasons.

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• What should I do when I get error code 703?

  The error 703 is caused because there is an outstanding balance on your account. Your account was blocked temporarily. Please check your invoices. As soon as your invoice is fully paid, your online boutique will be available for you again (1 - 2 days).

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• What should I do when I get error code 766?

  Your payment by credit card was not accepted. Please verify your credit card details or get in touch with your payment provider / your bank.

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• What are the banking coordinates of Nespresso Austria?

  ING Austria Branch of ING Bank N.V

   

  IBAN: AT641936000454429725

   

  BIC: INGBATWW

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• How can I use a direct debit mandate?

  as a Nespresso member you benefit from many services tailored to your personal needs.  
  Among them is the convenient direct debit mandate.  

   

  You can find the direct debit authorization form here. 

  Just mail the authorization form with your data and your signature to kundenservice.at@nespresso.com. 

   

  So we can take care of your payment while you are already enjoying your perfect Nespresso moment.  

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• What is 3D Secure?

  3D secure is a process created by Visa (Verified by Visa) and MasterCard (MasterCard SecureCode) to add another layer of security to online purchases, similar to the use of chip cards and PIN numbers in stores. In an additional step upon completing your ordering process, the 3D secure pop-up window will display the personal message you used when you registered for 3D secure. You will then need to input your 3D secure password. The personal message that you selected when registering for 3D Secure is displayed so that you know that the pop-up is genuine. This additional step of the ordering process is controlled by the bank that issued your card, not by Nespresso.

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• How do I register for 3D Secure?

  To use this service you must first register with your card issuer. It is very easy to sign up for 3D Secure: You may be prompted to register the card when making online purchases. Usually you are prompted twice before you must sign up. You create a secret password and personal message which are then used to verify your identity when you place orders online.

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• I have forgotten my 3D Secure password – can you help? / What is my 3D Secure password?

  Nespresso has no access to your 3D secure registration details as these are confidential and held by your bank, so our Coffee Experts cannot assist if you have forgotten this information. However, the pop-up contains instructions on what information needs to be entered and what to do if you have forgotten your password.

  Please note that your 3D Secure password is not the same as your Nespresso account password.

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• What happens if I do not register for 3D secure?

  The bank that issued your card will decide how many times you may skip registration before you have to register for the scheme. Nespresso has no control over this.

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• Why are you switching to e-invoices?

  E-invoices offer an environmentally friendly and convenient way to easily and quickly send you your invoice to your email inbox and retrieve it online.

  The e-invoice is sent to the e-mail address you have on file with us. You will find the e-invoice in the inbox of your email account after each order. In addition, you have the option to activate the retrieval of invoices as a PDF invoice in your member account.

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• Can I receive e-invoices via the Nespresso website? How do I activate this option?

  Yes. To do so, log into your account and click on "My account" > "My contact settings". The PDF Invoice option will be displayed. To register, you need to check the box "I want to receive my invoices in PDF format by email and view them in My Account".

  Please note that you will only be able to see invoices for orders you placed after enabling this option.

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• How can I view my e-invoices via the Nespresso website?

  You can view your past invoices as PDF invoices on www.nespresso.com under "My Orders".

  Please note that you will only be able to view invoices for orders you placed after enabling this option.

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• How can I download my e-invoices from the Nespresso website?

  To do this, log in and click on "My orders". The list of all orders will be displayed. Click on the PDF icon to download the invoice for the desired order.

  Please note that this option is only available through the Nespresso website, and you will only be able to see invoices for orders placed after you have activated this option.

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• Can I receive my invoices in both paper and PDF format?

  No, only one of the two options can be selected.

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• Why do I get the message "Invoice not available"?

  Make sure that you have changed the invoice receipt to e-invoice in your member account. You can find this option in the "My account" > "My contact settings" section.

  Please note that you will only be able to see invoices for orders placed after you enabled e-invoicing.

  If you continue to receive this or any other error message, please contact our Nespresso Customer Service at the toll-free number 0800 21 62 51.

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• Why can’t I see my e-invoices in the Nespresso app?

  You can only access your e-invoices via the Nespresso website. This option is not available for the Nespresso app.

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• Can I still get my invoices by post?

  Of course it is still possible for you to get your invoice by post if you prefer. Please use the contact form on our website to inform us or call our Nespresso Customer Service free of charge at 0800 21 62 51.

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• What if I get my invoice by e-mail but cannot find it in my inbox?

  Please check your SPAM folder. Look for the subject ‘Your Nespresso invoice’ and the sender ‘Nespresso Billing’.

  Your invoices are also available online! You can view your invoices easily and from anywhere in your customer account under the menu item ‘My orders’ next to the respective order.

  If you still cannot find your invoice, please contact our Nespresso customer service on the toll-free number 0800 21 62 51.

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• My Amazon machine came with a voucher. How can I redeem this?

  Amazon is not an Austrian retailer. Therefore, we cannot redeem the promotional code from Amazon.

  
  Alternatively, however, we offer you our promotion:
  https://opr-prod.nespresso.at/en/your-machine

  Herewith you get the possibility of a 20 € voucher in the course of the redemption and thus binding capsule order.
  Please note that the order value must be above the value of the voucher.

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• How do I redeem a machine coupon?

  You may redeem your machine coupon online on our promotion website at www.nespresso.com/at/de/maschinen-promotion and in any of our boutiques.

   

   

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• How long does it take to have the machine coupon processed?

  Your machine coupon will be processed immediately upon online redemption.

  As soon as it has been processed you will receive your order where the coupon amount has been deducted.

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• Why is there a deadline for redeeming the machine coupon?

  Machine coupons are promotional offers. According to current legal rulings they may be subject to a redemption deadline and become invalid once that deadline has expired.

  Note that, contrary to such promotional coupons, all gift vouchers and gift cards remain valid for a period of 30 years.

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• Do I have to stick the serial number of my machine onto the machine coupon?

  To avoid misunderstandings we recommend that you stick the silver label with the 19-digit serial number onto your machine coupon. You may, of course, enter the serial number manually too.

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• Why is my coupon not shown in my online account?

  Your machine coupon cannot be redeemed in cash. That is why the coupon is not shown in your online account. You can redeem your machine coupon online on: www.nespresso.com/at/de/maschinen-promotion

  For detailed information on your machine coupon please contact our Nespresso Customer Service free of charge at 0800 21 62 51 or send us your inquiry using our contact form on www.nespresso.com/at/en/kontakt.

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