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• I have received damaged, incomplete or incorrect items, What should I do?

  If you identify that something is missing, damaged or an incorrect item, please contact us here or contact Nespresso on 01 800 752 2415 as soon as possible. We are committed to providing you with a perfect experience at all times and we will be attentive to make the necessary adjustments.

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• When will I recive my order?

  To know when you will receive your order, you must consider the city to which it will be sent as well as the time you placed it *.

  Deliveries in Bogotá and Medellín (urban area): 2 business days.

  Deliveries in Bogotá and Medellín (metropolitan areas): 3 business days.

  Deliveries in metropolitan areas of other main cities: 4 business days.

  Deliveries to the rest of the country: 5 business days.

  * Applies for orders placed and confirmed from Monday to Friday until 4pm.

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• How can I modify or cancel my order?

  We cannot guarantee changes or cancellations once your order has been processed. Please contact Nespresso as quickly as possible on 01 800 752 2415 to make this request.

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• How can I track my order?

  Once your order has been confirmed and dispatched from our warehouse, you will receive an SMS with a link that will take you to the Deprisa courier company's page and there you can track the status of your order. It is necessary that you copy the information of the number of your order contained in the message NESXXXXXXXX in the search box within the messaging page in the space that indicates Track.

  Please consider searching 48 business hours after placing your order to see an updated status.

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• My order guide indicates that it is delivered but I have not received it. What should I do?

  Please contact us as soon as possible via Livechat, by phone at 01 800 75 22 415 or by filling out the following form here.

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• What forms of payment does Nespresso have?

  You can make your purchases online or by phone using Visa and Mastercard credit cards.

  You also have the option of requesting a quote and making your payment through bank consignment, for which it is necessary to contact Nespresso at 01 800 752 2415.

  In Boutiques you can make your purchases with Visa, Mastercard and Dinners credit cards as well as with debit cards or cash payment.

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• Does Nespresso ship internationally?

  Nespresso does not ship internationally. We recommend you contact your local market to register and receive the help you need.

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• Where can I purchase capsules?

  You can purchase capsules, machines or accessories on Nespresso.com, by phone by calling 01 800 752 2415, on the Rappi app (subject to coverage) and at Nespresso Boutiques.

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• Does Nespresso offer free shipping?

  Yes. You have free shipping on shipments of coffee from 100 capsules and on the purchase of any machine.

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• How long does it take to receive a refund for a returned item / order?

  Refunds are completed 30 business days after the returned items are received at our warehouse.

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• How do I return an item or an order?

  You have the right of withdrawal only for remote purchases and you have 5 business days to request it from the delivery of the merchandise. The shipping costs of the retracted merchandise are your responsibility and only merchandise will be accepted in its original condition and packaging. The exercise of the right of withdrawal for purchases of coffee (capsules) will not proceed.

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• How many capsules does a sleeve have?

  There are ten capsules of the same variety per sleeve or box. Capsules are displayed per capsule on site so must be selected in multiples of ten.

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• How much caffeine does a Nespresso capsule have?

  The amount of caffeine in an Espresso capsule varies between 55 and 65mg (with the exception of Kazaar, which contains approximately 125mg). Lungo capsules contain 20% more coffee per capsule; therefore, they contain slightly more caffeine, around 77-85 mg.

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• What is the decaffeination process that Nespresso uses?

  Nespresso removes more than 99.9% of the caffeine from green coffee using two different methods. In the water decaffeination process, green coffee beans are soaked in hot water to dissolve the caffeine. With the method using carbon dioxide, green coffee is rinsed in water after carbon dioxide (the main constituent of air) was used to extract caffeine. Both methods are completely safe for consumption. The process respects the environment and the natural properties of the coffee beans, which allows to maintain the richness of its aromas and flavors. Nespresso decaffeinated varieties undergo the same quality control as all other coffee blends. The residual caffeine contained in decaffeinated coffees is less than 0.1%.

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• Why are Nespresso capsules made of aluminum?

  We use aluminum because it is the best material to protect the freshness, flavor and quality of Nespresso coffee. Aluminum is a natural metal and is infinitely recyclable. Thanks to aluminum, there is no need for additional overpacking to protect freshness and flavor. Recycled aluminum is extremely versatile. An estimated 75% of all aluminum produced to date is still in use. Aluminum is used in a wide range of products, from food packaging to cars and computers, from window frames to bicycles.

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• Is Nespresso coffee kosher or halal?

  Yes. Nespresso coffees have been made according to the standards established by the Muslim and Jewish religions, and therefore they are certified halal and kosher respectively.

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• Where can I find the limited edition I ordered last time?

  Limited Editions are not available after they are sold out. These blends are offered for a short time because only small quantities are made. Nespresso presents Limited Edition coffees every year.

  Visit us online, or contact us by phone to learn about our news.

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• Where can I find recipes online?

  Discover delicious ways to make coffee drinks here.

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• Do the Nespresso capsules contain allergens or gluten?

  Nespresso capsules do not contain allergens, including gluten, lactose, nuts, soy, eggs.

  References to malt, milk or cocoa is in relation to the aromatic profile, however it does not mean its presence in the coffee.

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• Are flavored coffees natural?

  The aromas in flavored coffees are extracted naturally.

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• Does Nespresso offer flavored coffees?

  Yes, we offer 3 flavored coffees as part of our Barista Creations line.

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• Does Nespresso offer tea capsules or hot chocolate?

  Nespresso has no plans to add tea pods or hot chocolate. We will continue to make Limited Editions and Barista Creations with new essences available to you throughout the year. The highest priority for Nespresso is sourcing the highest quality coffee beans and providing unique espresso blends to our members around the world.

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• Do Nespresso capsules have preservatives?

  Nespresso capsules do not contain preservatives. The coffee stays fresh by being hermetically sealed in the aluminum capsule which serves as a barrier to light, humidity and oxygen.

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• Does Nespresso capsules have an expiration date?

  Nespresso capsules are hermetically sealed, protected from light, moisture and oxygen. At the bottom of each box is the “production date” and the “best before date.” This last date is approximately 8-11 months from the production date.

  We guarantee that when you receive your capsules it will be at least two months before this date. Being only a reference date that indicates optimal freshness, flavor and aromas; Unopened capsules are completely safe to consume after the "best before date".

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• How many calories does a Nespresso capsule contain?

  Nespresso capsules are low in calories, with less than 2 calories per cup.

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• Can I find capsules, accessories and machines from the Vertuoline line?

  At the moment the range of capsules, accessories and machines of the VertuoLine line are not available in Colombia.

  However, we do offer you our line of products from the Original Line range (available for purchase online), which will give you a great experience of our best coffees.

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• Does Nespresso sell capsules with added milk?

  Our capsules are 100% coffee, however they are designed to also be combined with milk. We invite you to know different recipes here.

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• How many times can a capsule be used to make coffee?

  Our coffee capsules are designed for 1 single extraction in its corresponding measure. You can find capsules of different sizes to choose the amount of coffee you want to enjoy with a single extraction.

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• How long does the travel mug keep my drink warm?

  If you deposit the coffee at a temperature not lower than 60 degrees, the average time that it will keep it hot is 2 hours. In quality tests it was shown that depositing water at 90 degrees there was a loss of 30 at two hours. We remind you that outdoor climatic factors also influence and we hope you enjoy your Nespresso coffee with our range of travel mugs.

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• Can I make iced coffee with Nespresso capsules?

  Yes, you can definitely create coffee recipes with all our varieties. It's as easy as dropping 3 ice cubes into a View Recipe glass, milk or water to taste, and dropping a shot of your variety of choice for a refreshing and indulgent ice-cold recipe. We have occasionally launched editions specifically designed for cold brewing coffee. To discover cold recipes you can visit us on the Nespresso Colombia page and check our recipes.

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• Where can I find my membership number?

  Your membership number is generated at the time of making your first purchase either in Boutiques, by phone or minutes after registering online for the first time.

  If you do not have online registration, but you have already made previous purchases in Boutique or by phone, you will find your membership number printed on your purchase receipt (above the privacy notice) or on one of your invoices.

  If you have just registered as a new online member, your member number will appear hours after your registration. You will be able to know this number when you log in to our site and click on "Welcome" then go to "Personal Information." The number will appear on the left side under "My Account."

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• I forgot my password. How do I get it back?

  You can recover your password by clicking here. You will only have to enter the email that you have registered in the past and you will receive an email with a link to change your password.

  Please consider that this link is valid until 48 hours after it is received. If you did not make the password change in this period, you will have to request it again.

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• How to get my registration and password for the website?

  To register online if this is your first Nespresso purchase, we ask you to follow these simple steps:

  1. Enter Login in the top right.

  2. Select Start Log at the bottom of the menu.

  3. Enter the requested data.

  If you have already made purchases in Boutique or by phone, you already have a membership number! It is important that you can enter this information at the time of registration in order to keep your purchase history and special benefits for your preference. If you have any questions, contact us at 01 800 752 2415 and we will gladly assist you.

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• How do I change my password and / or registered email?

  You can update your password and / or email after you have logged into the site. After signing up, click on Welcome and select Personal Information from the menu. Enter the desired change and click on the button Save information and / or Save my password.

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• Payment problems due to error 766?

  Error 766 indicates there is a problem with the credit card information you entered. Please review the information entered or try a different credit card. If the problem persists, contact Nespresso on 01 800 752 2415 (toll-free) or through the contact link

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• I want to change my registration information

  You can manage your registration information as a Club Nespresso member through the website. Select "My Account" located in the upper right corner of the main page and once you have logged in you can modify or add:

  Delivery addresses.
  Billing addresses.
  Tax data Payment methods.
  Indicate if you want to receive information from Nespresso through your email.
  Indicate if you want to receive notifications about dequalification alerts for your machine, or when you need to buy capsules again.

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• I am a member of the Nespresso Club in another country. How do I transfer my membership to Colombia?

  Each country has its own Nespresso Club and the membership number cannot be transferred. In addition to this, the email registered in one country cannot be registered or shared in another country. If you want to register for Nespresso Colombia services and order online, you must register a different email than the one used in another country. If you want to use the same email, click here and select the country where you registered, then go to its contact link and request to delete your email from your registry. Once you have confirmed the deletion of your online account in that country, you can use that same email in your registration in Colombia.

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• Aeroccino, how do I clean it?

  Please clean your Aeroccino after each use. Remove the jug from the base and rinse it with cold water using a sponge to clean it. Never use abrasive materials as you can damage the Teflon cover. Click here to see the video of care and cleaning of your Aeroccino.

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• Why does not my Aeroccino foam enough?

  For optimal milk froth, use whole or part skim milk at refrigerator temperature (4-6 ° C).

  Make sure you use the spiral beater and that the glass is clean.

  If the problem persists, do not hesitate to contact us.

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• Aeroccino: What does the flashing red light mean?

  a) The appliance is too hot. Rinse it off with cold water.

  b) The whisk is missing.

  c) You have not added enough milk. Fill the milk frother to one of the two maximum levels.

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• I have questions about the operation and / or maintenance of my machine

  To obtain assistance with your machine, click here, select the model of your machine and you will find step-by-step instructions and simple guides to solve the most frequent questions or problems:

  - User manual

  - Instructions guide

  - Tutorial videos

  - Troubleshooting guide

  - Technical specifications.

  In case you need personalized assistance, Nespresso is at your disposal by calling 01 800 752 2415, Monday to Sunday from 6 am to 11 pm every day of the year.

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• Where can I buy spare parts for my machine?

  If you need to replace any of the parts of your machine, you can place your order by calling 01 800 752 2415 and one of our specialists will gladly give you the advice you need. The components for your machine are not available online or in Boutiques.

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• How often should I decalcify my machine?

  Nespresso recommends descaling the machine regularly, every 6 months or when 300 capsules are consumed (whichever comes first). Over time, the water used during coffee brewing can cause internal mineral build-up, which can affect flow, temperature, and overall machine performance.

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• Where do I get the manuals for my Nespresso machine?

  To download a copy of the user manual, please visit our Machine Care section and select your machine by scrolling down in the image gallery. Click on the corresponding model and you will find the user manuals just below the image of the machine. If you require immediate assistance, please contact the Nespresso Club by dialing 01 800 752 2415 available from Monday to Sunday from 6am to 11pm, 7 days a week.

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• The measure of coffee in my cup is too short. What I can do?

  Please consult your user manual to restore the factory settings of your machine; that is, the recommended water measurements.

  here related information according to the model of your machine

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• Where do I get new mixers for my Aeroccino?

  Like all machine spare parts, Aeroccino mixers and lids can be purchased by calling Nespresso through our toll free line 01 800 752 2415 available Monday to Sunday from 6am to 11pm.

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• I find water in the tray where the capsules fall. It is normal?

  We suggest you clean the machine every day and make sure the drip tray is empty. Excess water will accumulate in this tray so when it is full it could overflow.

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• Aeroccino: Why is the milk overflowing?

  We advise you to follow the following tips to avoid milk spillage:

  1. Identify two "maximum" level indicators.

  a) Pour the milk up to the lowest "max" measure when using the spiral frother to froth your milk.

  b) Pour milk up to the second level "max" when you only want to heat milk and use the frother without spiral.

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• My Nespresso machine does not make hot coffee. What I can do?

  Consider that the average temperature of coffee is 86 degrees. If you have noticed a decrease in the temperature of the coffee over time, we suggest you descale your machine. It is recommended to descale every 6 months or when consuming 300 capsules (whichever occurs first).

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• Where can I find new Whisks?

  Like all machine spare parts, Aeroccino whisks and lids can be purchased directly from the Nespresso Club via our toll-free phone 01-800-752-2415, available 24/7.

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• Lattissima One: little or little foam

  1. Use low-fat or low-fat cow's milk at refrigerator temperature (about 4 degrees C).

  2. Rinse after each milk preparation (see section "Hand washing the quick cappuchino system").

  3. Descale the machine.

  4. Don't use frozen milk.

  5. Make sure the air intake part is clean. (See "Handwashing the Quick Cappuccino System" section).

  Download here the user manual for your Lattissma One machine.

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• Aeroccino 4. All buttons flash

  If all the buttons are flashing, your Aeroccino 4 has no function. Please contact Nespresso on 01 800 752 2415.

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• Can I use my machine in another country?

  Note: The use of a Nespresso coffee machine outside of the region for which it was intended immediately voids the one-year warranty.

  Nespresso machines are specifically designed to meet the technical characteristics of each geographic region.

  When using a machine outside of the country where it was purchased, there is no guarantee that it will function properly. The machines can suffer irreparable damage when used in other countries.

  No repairs or energy conversions can be carried out on machines purchased in a foreign market.

  Nespresso discourages the use of power adapters and / or transformers with its machines, as it cannot guarantee the correct operation of our products with them.

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• Are Nespresso capsules recyclable?

  Nespresso capsules are made of aluminum, the best material to protect the freshness and quality of our Nespresso coffee, and it has the additional advantage of being infinitely recyclable. Nespresso has been investing in its dedicated recycling scheme for more than 25 years.

  We are committed to facilitating the recycling activity with all our partners and together contributing to the care of the environment.

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• How can I recycle my capsules?

  You can drop off your capsules at a Nespresso Boutique by locating the closest one here. Another option is to contact Nespresso at the number 01 800 752 2415 and request the collection of your used capsules from your home. Learn more about our recycling program here.

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