Frequently asked questions

Please find below an overview of the most frequently asked questions to Nespresso's Customer Relationship Centers. We hope that we can assist you with an answer to your query directly.

Top 5 FAQ

  • How can I contact Nespresso?
  • I have not received my order. What should I do?
  • How long does the delivery of my package take?
  • What is the cost for shipping?
  • How do I descale my machine?

 

WE TAKE CARE

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  • How long does the delivery of my package take?
  • Who can I contact if I need advice on Nespresso coffee or have a problem with my machine?
  • Where can I find more information about current offers?
  • Where can I buy coffee if I don't want to go to a boutique?
  • Where can I order my coffee / my machines / my accessories now?
  • Can I also pick up my order at the boutique?
  • Where can I recycle my used coffee capsules?

Contact us!

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  • How can I contact Nespresso?
  • Where do I find the Nespresso Boutiques?

Nespresso Membership

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  • How do I know if there are changes/upgrades to my account?
  • Where can I find my status level?
  • Why can I lose my status level?

Our Coffee

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  • What do the capsule prices comprise of?
  • Where can I find the coffee aroma profiles?
  • How long do the capsules stay good?
  • Why are the capsules not available for purchase in food retail stores/supermarkets?
  • Why does Nespresso use aluminum capsules?
  • Aren’t aluminum capsules harmful to consumers’ health?

Sustainability

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  • Is Nespresso coffee Fairtrade-certified?
  • How can I recycle my Nespresso capsules?

My Order

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  • How can I order capsules, machines and accessories?
  • I had some chocolate shipped and it melted / it became grey. How could this happen?
  • What is the cost for shipping?
  • I have not received my order. What should I do?
  • Can I have an order shipped abroad?
  • How and when will my order be delivered?
  • What happens when you don’t pick up the order or refuse the delivery?
  • What is the Easyordering service?
  • Is it possible to change the delivery address after the order has been closed and processed?
  • How can I track my online order?
  • How can I return products?
  • What is the processing time of my returned goods?
  • Can I exchange an engraved product that I bought at the Nespresso Atelier Vienna?
  • How can I cancel my order?
  • How do I modify or cancel my Easyorder?

My Machine

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  • What information is relevant for me as a new ORIGINAL machine owner?
  • How can I redeem the repair bonus for my machine repair?
  • How do I descale my machine?
  • What can I do when no coffee is running from the brewing head?
  • What can I do when my machine no longer works properly?
  • Aeroccino: How do I clean my Aeroccino?
  • What can I do when the machine doesn’t produce any hot water or steam?
  • What can I do when the coffee isn’t hot enough?
  • Aeroccino: What can I do if the whisks do not rotate?
  • Aeroccino: What can I do if my Aeroccino does not switch into ready mode?
  • Lattissima +,Touch & Pro: What can I do when my machine does not produce proper milk froth?
  • Aeroccino: What can I do to create the perfect Aeroccino milk froth ?
  • How can i rate my machine?
  • Why i can´t see my rating online?
  • Machine Support: What about the data protection guideline?
  • Machine Support: Will the video chat be saved or archived?
  • Machine Support: Am I being filmed with the camera during the video chat?
  • Where can I dispose of my defective machine?

Relove

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  • What is a Relove machine?
  • Where can I buy a Relove machine?
  • Do you give a warranty on Relove machines?
  • Can I return my old machine for the Relove program?

VERTUO

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  • What are the key differentiators of VERTUO compared to ORIGINAL?
  • Is the coffee range the same for both product lines?
  • How many capsules are in each pack?
  • Can I use ORIGINAL capsules in the VERTUO system?
  • What are the barcodes for?
  • Where can I buy VERTUO capsules?
  • I am an ORIGINAL customer, can I "upgrade" to Nespresso VERTUO for free?
  • Are the Nespresso &You; benefits and services for Nespresso VERTUO customers the same as for ORIGINAL customers?
  • My Vertuo Next is not pairing with Bluetooth correctly. What should I do?
  • Is the recycling system for VERTUO capsules the same as for ORIGINAL capsules?
  • My Vertuo Next is not staying connected to my Wi-Fi network. What should I do?
  • 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?
  • My Vertuo Next has an issue not listed here. What should I do?

My Online-Boutique

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  • Do I have to register to order Nespresso products online?
  • How do I order on the Internet?
  • Do you have issues during the login?
  • How can I reset my password?
  • What payment options do I have when I order online?
  • How can I edit my delivery address?
  • Why can I order capsules for the ORIGINAL system only in units of 50?
  • My serial number is already in use / is incorrect. What can I do?
  • How can I change my personal data and login details?
  • What should I do when I get error code 703?
  • What should I do when I get error code 766?

Accounting

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  • How can I use a direct debit mandate?
  • What are the banking coordinates of Nespresso Austria?
  • What is 3D Secure?
  • How do I register for 3D Secure?
  • I have forgotten my 3D Secure password – can you help? / What is my 3D Secure password?
  • What happens if I do not register for 3D secure?

My E-Invoice

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  • Why are you switching to e-invoices?
  • Can I receive e-invoices via the Nespresso website? How do I activate this option?
  • How can I view my e-invoices via the Nespresso website?
  • How can I download my e-invoices from the Nespresso website?
  • Can I receive my invoices in both paper and PDF format?
  • Why do I get the message "Invoice not available"?
  • Why can’t I see my e-invoices in the Nespresso app?
  • Can I still get my invoices by post?
  • What if I get my invoice by e-mail but cannot find it in my inbox?

Brand & Promotions

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  • My Amazon machine came with a voucher. How can I redeem this?
  • How do I redeem a machine coupon?
  • How long does it take to have the machine coupon processed?
  • Why is there a deadline for redeeming the machine coupon?
  • Do I have to stick the serial number of my machine onto the machine coupon?
  • Why is my coupon not shown in my online account?