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

What is the difference between KRUPS and DeLonghi machines ?

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

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

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Where are the collection points for the capsules ?
Used Nespresso capsules might be collected in our Nespresso Boutiques:
- Pařížská 10, Praha 1, Mo-Fri 10:00 – 20:00, weekends and holidays 10:00 – 19:00
- Centrum Černý Most, Chlumecká 765/6, Praha 9, Mo-Sun 9:00 – 21:00
- OC Chodov, Roztylská 2321/19, Praha 4, Mo-Sun 9:00 – 21:00
- Nový Smíchov, Plzeňská 8, Praha 5, Mo-Sun 9:00 – 21:00
- Metropole Zličín, Řevnická 1, Praha 5, Mo-Sun 9:00 – 21:00 - possible payment only by payment card
- OC Letňany, Praha 9, Mo-Sun 9:00 – 21:00 - possible payment only by payment card
- Brno, Náměstí Svobody 13, Mo-Fri 09:00 - 19:00, weekends and holidays 10:00 – 16:00
Nowadays you can also let to pick-up used coffee capsules by the delivery company DPD (only in recycling bags for this purpose) in the moment of delivery your new order. Capsules will be sent directly to a recycling company, where coffee is used for energy production and aluminum is recycled for further use.

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Where can I get the manual for my machine ?
In case you need the manual for your coffee machine, please contact our toll free line 800 26 33 33, from 06:00 until 22:00, 7 days a week where we will assist you and send you the requested manual by post or by email.

Or you can use Nespresso Assistance videos on: Machine Assistance

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When do you launch Limited Editions ?
Nespresso launches twice or more times per year its Limited Editions coffee as an exception to its standard offer of 28 Nespresso coffees. Those Limited Editions are very special - mainly because of non-typical type of harvest, processing or aroma and origin.

The quantities of those coffees coffees are limited and are available until stock lasts.

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How should I clean my machine ?

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

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

We can offer you the descaling kit designed not to harm the machine and clean it properly, which can be bought on toll free line 800 26 33 33 from 06:00 until 22:00, 7 days a week or on www.nespresso.com, or visit our Nespresso Boutiques.

The price of this product is 240 CZK.

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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:

Machine Assistance | Nespresso CZ

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My Vertuo Next is not pairing with Bluetooth correctly. What should I do?
1. Login to your Nespresso.com account, 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. (Click here for iOS instructions or here for Android instructions.)
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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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?
The message you received is due to quality checks during manufacturing. We assure you that your machine is brand new and was not used before you. 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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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."

TIP: For a better connection with a dual band router, use the 2.4 GHz network, commonly identified with a 24G, 2.4 or 24 added to the end of the network name. For example, MyHomeNetwork2.4.

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Zásilkovna

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

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When will Nespresso start using Zásilkovna.cz to deliver orders?
Zásilkovna.cz will start distributing Nespresso goods on 22 February 2021.

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How quickly do you deliver orders from the Nespresso.cz e-shop? Will this be the same for Zásilkovna.cz?
If you order by 5:00 p.m., the package will be delivered to the collection point on the next business day. Customers will be notified by e-mail and text message.

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Can you return ordered goods through Zásilkovna.cz?
Yes, Zásilkovna.cz can also be used to return goods.

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Can I use Zásilkovna.cz to return goods delivered by another carrier?
Yes, you can.

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Where can customers find the unique package return code?
To receive their unique code needed to return packages, the customer must contact the Nespresso customer centre.

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How long does it take to deliver a package via Zásilkovna.cz?
If the order is made by 5:00 p.m., the package will be delivered to the collection point by the next day. This applies to both the Czech Republic and Slovakia.

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

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What is the unique code used to return used aluminium capsules? Where can I find it?
The unique code is 96456023 and can be found on nespresso.cz under Our Services.

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What kind of packaging do I have to use to return used capsules via Zásilkovna.cz?
Used aluminium capsules must be packaged in the original Nespresso recycling bag. You can drop them off at any Zásilkovna.cz branch using the unique code 96456023.

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Can I return used aluminium capsules even if I didn’t receive them from Zásilkovna.cz?
Yes. This service is available to all Nespresso customers and does not require any prior orders, so you can send back goods or used aluminium capsules delivered by other carriers. Not all delivery points are also delivery points for the return of capsules. The customer can find which delivery points are on the Zásilkovna.cz website.

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How much is shipping with Zásilkovna.cz?
The price per package under 10 kg is CZK 69 / EUR 2.9. Any package exceeding 10 kg will be returned to sender and the delivery will be delayed.

Zásilkovna.cz does not deliver packages over 10 kg; heavier shipments must be sent through another channel, e.g. DPD, PPL or the Czech Post.

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Product Information

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What are the coffee capsules prices ?
The Nespresso coffee capsules are available by sleeves which contain 10 pieces of capsules of one variety. The prices per sleeve are (incl. VAT): Espresso 99 CZK; Lungo 104 CZK; Master Origin 109 CZK; Limited Editions and Variations 119 CZK and some Limited Editions may cost 124 CZK.

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

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What is the difference between KRUPS and DeLonghi machines ?

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

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

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Is your coffee gluten free?
Our coffee capsules do not contain gluten or any other alergens.

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What does Master Origin espresso mean?
The 5 coffee blends name as Master Origin espressos are coffee blends from only one country of origin. The rest of our coffee blends are mixed from coffees from various countries of origin and only those three can clearly express the aroma of their country of origin.

The range consists of: Indonesia - rich and woody coffee with an intesity of 8, Ethiopia - flowery and bright coffee, intensity 4, Colombia - late harvest coffee with vibrant winey notes of red fruits and berries, intensity 6, India - intense and spicy coffee thanks to the monsoon winds in those the coffee has been grown, intensity 11, Nicaragua - beautifully balanced black honey coffee, with a smooth, satiny texture and sweet, cereal flavours, intensity 5.

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When do you launch Limited Editions ?
Nespresso launches twice or more times per year its Limited Editions coffee as an exception to its standard offer of 28 Nespresso coffees. Those Limited Editions are very special - mainly because of non-typical type of harvest, processing or aroma and origin.

The quantities of those coffees coffees are limited and are available until stock lasts.

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Why I can not buy my favourite Limited Edition ?
The Nespresso Limited edition coffees are supplied in limited quantities for each market. Therefore once the coffee is sold out, we are not able to get any more capsules to the market.

We recommend to order more capsules in case you find your favourite Limited edition in our offer as we guarantee the freshness of the coffee for 12 month after production. During this period, the coffee in the capsules remains fresh with preserved aroma.

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Do you offer also professional machines ?
For professional use in offices, HORECA where you will prepare 15 to 20 cups of coffee per day, we offer a proffesional Business solution coffee machines and blends.

Please visit https://www.nespresso.com/pro/cz/en/home or contact us on toll free line 800 26 70 70 where we can give you all relevant information and arrange a meeting with our Sales promoter.

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Are the removable spare parts available ?
The removable spare parts for your machines such as drip tray, water tank, milk container are available on our toll free line 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00 on weekends, where our coffee specialists will help you to find the right spare part and advice you the price and delivery conditions. You can also visit our Nespresso Boutiques where you can buy all of them.

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How is differet between Home and Profesional machine?
The in home range of machines is designed for 2-8 user and around 20 coffee preparations a day.

The out of home range of machines is designed in a way that the machine can prepare more coffee a day with a nice comfort - it can use the direct water supply, have bigger dispensors for used capsules, it can prepare also the milk recipes in some cases.

Both ranges can prepare the same quality espresso or lungos while working with different capsules system. Therefore you can not enjoy your favorite in home blends at the office as the blends are not identical.

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

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

Lattissima range is produced by our partner DeLonghi in Italy.

The newest machine U is produced in Hungary and Pixie machine is still produced in Switzerland.

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How should I store Nespresso capsules?
The coffee capsules are designed in a way that all the aromas are preserved for 12 months, so no special conditions are for storage of the product is needed. You might consider buying one of our capsule dispenser for an easy handling of the capsules and to take the opportunity to display them. The dispensers might be found on www.nespresso.com

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How do you manufacture the decaffeinato coffees ?
We remove the caffeien from our coffees with the natural process with water or CO2. We do not use any chemical solutions and the caffeine is removed before the roasting of the coffees.

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Is there a difference in caffeine level in the capsules ?

There are some Nespresso capsules which contain both coffee varieties - Robusta and Arabica. Those capsules may contain little bit higher level of caffeine as Robusta naturally has more caffeine level.

Our Nespresso capsules are mainly different thanks to its aroma and intensity which is based on the variety of coffee used and the level of roasting.

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Orders & order follow up

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How can I register into Nespresso?
The registration to Nespresso can be done by phone on our toll free line 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00 or personally at Nespresso Boutiques. Our coffee specialist will be assisting you with your registration at all moments.

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

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List of authorized Nespresso retailers
Here you can find our authorized partners:

Store locator

If you are not sure, contact Nespresso on 800 26 33 33 (from 06:00 until 22:00, 7 days a week).

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Where can I buy coffee capsules ?
The Nespresso capsules can be bought on our toll free line 800 26 33 33, from 07:00 to 20:00 on working days and from 08:00 to 19:00 www.nespresso.com . Your orded will be delivered within 24 working hours by DPD courier company to the address of your choice or you can use the Czech Post services with parcel delivered to their branch office of your choice. Ordered goods can also be picked up in our Nespresso Boutique store within one hour after the order placement without waiting using the Boutique Pick-Up service or use the same day delivery (valid for Prague only, the price of the service is CZK 169).

If you wish to visit our Nespresso Boutique, please do so at
- Pařížská 10, Praha 1, Mo-Fri 10:00 – 20:00, weekends and holidays 10:00 – 19:00
- Centrum Černý Most, Chlumecká 765/6, Praha 9, Mo-Sun 9:00 – 21:00
- OC Chodov, Roztylská 2321/19, Praha 4, Mo-Sun 9:00 – 21:00
- Nový Smíchov, Plzeňská 8, Praha 5, Mo-Sun 9:00 – 21:00
- Metropole Zličín, Řevnická 1, Praha 5, Mo-Sun 9:00 – 21:00 - possible payment only by payment card
- OC Letňany, Praha 9, Mo-Sun 9:00 – 21:00 - possible payment only by payment card
- Brno, Náměstí Svobody 13, Mo-Fri 09:00 - 19:00, weekends and holidays 10:00 – 16:00
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How is secured credit card payment on the webshop?
You can choose the credit card payment on our webshop which is provided by 3D Secure Payment system by Visa and MasterCard association. The payment is verified (most often by SMS).

All the data related to your payment and any credit card details are entered into this system and not to Nespresso webshop. This way the secure transfer of your data is guaranteed.

Nespresso therefore do not record any credit card data.

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What are the payment methods with goods delivery ?

The internet order might be paid online with credit card, the other possibilities are cash on delivery or credit card directly to the driver.*

In case you would like to pay by invoice, you will can contact our toll free line 800 26 33 33, from 06:00 until 22:00, 7 days a week, when you have made at least 5 orders with Nespresso Czech republic and you have a customer history of 6 month. Our coffee specialist will send you a form and instructions and after completing the process you might be granted the invoice payment method. This service is available for companies.

*The credit card payment will not be possible in place with weak telephone signal and is recomended to ask the driver if it is possible.

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What is Nespresso Boutique Pick Up?
You can order any Nespresso products in advance, pay it online by credit card and pick it up one hour later on the special Boutique Pick up cash desk in our Boutique. Please wait for the confirmation email to pick up your order.
- Pařížská 10, Praha 1, Mo-Fri 10:00 – 20:00, weekends and holidays 10:00 – 19:00
- Centrum Černý Most, Chlumecká 765/6, Praha 9, Mo-Sun 9:00 – 21:00
- OC Chodov, Roztylská 2321/19, Praha 4, Mo-Sun 9:00 – 21:00
- Nový Smíchov, Plzeňská 8, Praha 5, Mo-Sun 9:00 – 21:00
- Brno, Náměstí Svobody 13, Mo-Fri 09:00 - 19:00, weekends and holidays 10:00 – 16:00
This service is available on-line or by free of charge line 800 26 33 33, your order will be ready within one hour due to opening hours. Your order will be ready max. for 7 days and after this time will be cancelled.

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How can I pay in Nespresso Boutique?
We accept the payment by cash in czech currency only and payments by credit cards: Amex, JCB, Maestro, Master Card, Visa a Diners in our Nespresso Boutique.

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How is the parcel delivered ?

The orders done on the customer toll free line 800 26 33 33 or webshop: www.nespresso.cz are delivered within 1 working day by DPD courier company.

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

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What are the conditions for order and delivery Nespresso capsules and assortment to the Slovak Republic?
Orders are sent to customers who are registered for VAT. This fact is a result of legislation exports to Slovakia. Invoice is issued without VAT. Registration and order is possible on telephone number +420 224 800 180.

Shipment will be delivered within 5 working days by the delivery company DPD. Payment is on receipt by cash. Total amount is transferred according to actual quotation Czech National bank to the Euro.

Shipping is charged by 320 CZK. If you order more than 600 coffee capsules or coffee machine, the delivery will be for free.

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What does the same day delivery mean?
We provide you possibility to receive your order within the same day assuming that the delivery address is in Prague and post code starts by number one (1xx xx). The order should be done till 10:30 am and will be delivered between 2 pm and 6 pm. The delivery company wont contact you in advance.

Later orders will be delivered automaticaly next working day in the same time.

Price of this service is 169 CZK without possibility of free delivery. This service is available only during working days.

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It is possible to to find out the date of delivery of my order?
Please contact Nespresso by telephone on toll free line 800 26 33 33. We will find out all information.

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Where do you deliver the products ?
We deliver our products only in Czech republic and Slovakia. To deliver the products to Slovakia, you need to be registred as a company with valid VAT number in Slovakia. This regulation is in place due to legal constrains for exporting the products. For registration and order you can contact us on +420 224 800 180.

If you request another delivery country, you need to register at Nespresso of the respective country on www.nespresso.com.

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How can I get the free shipping delivery ?
The minimum possible order of Nespresso capsules is 50 (5 sleeves).

Delivery is for free when:
- you will order 15 and more sleeves on-line
- you will order 25 and more sleeves via phone
- you will order new Nespresso machine online or via phone
- you will order the Aeroccino machine on-line or via phone
except these cases is charged delivery fee 99 CZK. Exception is the Same Day Delivery service which always costs 169 CZK.

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Is it possible to change the composition of the order retroactively?
You can change all information in DPD Courrier application or you can contact Nespresso by telephone on toll free line 800 26 33 33.

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Can I make a reservation for a product ?
We do apologize but due to space issues we are not able to keep reservation for our products. Our coffee specialist are ready to inform you if the requested product is available in our Nespresso Boutique or webshop and what are the quantities.

If you wish to buy a specific product, you might use our Boutique Pick Up service and order the product to be ready in our Nespresso Boutique. When paying by credit card online, you will have your order ready to pick up at a special counter without any waiting time. Your order will be kept on Boutique for 7 days, later will be cancelled.

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Can you change the delivery address of my order?
You can track your order in DPD Courrier application or you can contact Nespresso by telephone on toll free line 800 26 33 33.

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Why I cannot buy the capsules at electro retail ?
Nespresso is seeking the best quality of its products as well as the highest quality of its service. Therefore we are selling our Nespresso coffee capsules only in our own network of Nespresso Boutiques. You can also use the help of our coffee specialist in Nespresso on the toll freen line 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00 on weekdays, or visit our webshop: www.nespresso.com.

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When I can expect my order done during weekend ?
All the orders done during weekends will be processed on Monday and then delivered within 1 working day.

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Online Support

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How would I know that my order is processed ?
After sending your order via our webshop, you will get an confirmation email to the email address you entered into your internet registration.

If you will not receive this email within 24 hours, please do not hesitate to contact our toll free line 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00 on weekends.

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I forgot my password for webshop - what should I do ?
You will find the link for "Forgotten your password" in the login form of our webshop. After entering your email you will receive the login and password within few seconds into the given email. The e-mail must be the same one used in the webshop registration.

If you will not receive the email, please contact our toll free line 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00 on weekends, our Coffee Specialist will help you to recover your password.

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How can I find out my membership number?
If you have already purchased any goods with Nespresso or Boutique, you can find out your Nespresso membership number:

- you can go to your e-shop account and choose "my account" and check the membership number there

- you can contact us on the toll free line 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00, we will tell you the membership number for your use

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

If the number of sleeves is OK and your order is not possible to finish, please contact us on our toll free line: 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00 on weekends, where we will be happy to help you.

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How can I change my delivery or invoice address?

You can change the delivery and invoice address during every contact with Nespresso:

- on webshop, choose "my account" where you can change any address or any other contact detail

- contact our toll free line 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00 on weekends, where we can assist you with change your customer profile and contact data immediately.

The changes will be entered in our system for further orders.

- or use fax on: 224 815 454

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Product Issue

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How to make a reclamation of a machine in warranty ?
Nespresso Assistance is here to solve any troubles you might have with your machine MO-FR 7:00-20:00 and SA-SU 8:00-19:00, on our toll free line 800 26 33 33. We will check the problem of your machine and find a solution which will suits your needs.

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

For more information, please visit: http://www.nespresso.com/#/cz/cz/worldofservices

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I do not have the warranty list, is the invoice enough?
To make the reclamation of the product, the invoice is the document needed and requested by us.

In case you have bought your machine in Nespresso Boutique, Nespresso webshop or via phone, we can find the invoice and your purchase in our system in case you have lost the invoice.

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How long is the factory warranty for my machine ?

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

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

In case you are a Nespresso & You member, your warranty is prolonged to 3 years.

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How to send back the unwanted products ?
As per the Civil act §53 paragraph.7 you might return the purchased products within 14 days after the delivery without a reason if the product were purchased via distance channels.

If you wish to return any product, please contact our toll free line 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00 on weekends, to solve the situation. Our Coffee Specialist will help you to find the most convenient solution for you.

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Do you accept international warranty ?
The international warranty on Nespresso machines is valid two years after machine purshcase is the machine is from KRUPS or DeLonghi manufacturer and it is the same model which is sold by Nespresso in Czech republic. The same model also means that the electric power is the same (220V).

To ask for warranty repair, you must have the invoice from machine purchase.

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How ist he repair organized out of warranty ?
V případě, že Váš kávovar již není v záruce (je starší než 2 roky, v případě členství v Nespresso & You, 3 roky) či nemáte k dispozici doklad o jeho zakoupení, samozřejmě zajistíme Asistenční servis, který bude zpoplatněn paušální částkou, jejíž výše se odvíjí od typu kávovaru a způsobu předání kávovaru na servis:

- Kávovary bez šlehače mléka (s odevzdáním kurýrem DPD nebo v Nespresso Boutique): 1 690 Kč

- Kávovary se šlehačem mléka (s odevzdáním kurýrem DPD nebo v Nespresso Boutique): 2 190 Kč

- Výměna šlehače mléka Aeroccino 3 (s odevzdáním kurýrem DPD nebo v Nespresso Boutique): 2 320Kč

- Oprava kávovaru Creatista (s odevzdáním kurýrem DPD nebo v Nespresso Boutique): 3 490 CZK

- Oprava šlehače mléka Barista (s odevzdáním kurýrem DPD nebo v Nespresso Boutique): 1 690 CZK

Tento poplatek je konečný, zahrnuje vyzvednutí a zpětný závoz kávovaru, v případě dostupnosti zapůjčení náhradního kávovaru po dobu trvání opravy, odstranění závady, kompletní revizi kávovaru, přeměření tlaku a správné teploty, záruku na provedené práce po dobu 6 měsíců od provedení opravy a odvápnění přístroje.

V případě zájmu o využití servisních služeb nás neváhejte kontaktovat na bezplatné zákaznické lince 800 26 33 33 nebo Live chatu, od 07:00 do 20:00 od pondělí do pátku, v sobotu a v neděli od 08:00 do 19:00.

Naši Coffee Specialisté s Vámi domluví svoz kávovaru a jeho opětovné doručení.

Berte, prosím, na vědomí, že aktuálně se může doba opravy prodloužit a Váš kávovar bude opraven a navrácen v lhůtě 30 kalendářních dní.

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Machine Support

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I have MIELE machine - do you provide technical service ?
The MIELE machines with Nespresso system are serviced directly by service partners of MIELE. The contacts can be found on www.miele.cz.

If you need to descale your machine, we can offer you the descaling kit on our toll free line 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00 on weekends, on webshop: www.nespresso.com or in Nespresso Boutiques.

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Where can I get the manual for my machine ?
In case you need the manual for your coffee machine, please contact our toll free line 800 26 33 33, from 06:00 until 22:00, 7 days a week where we will assist you and send you the requested manual by post or by email.

Or you can use Nespresso Assistance videos on: Machine Assistance

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Can I put the spare parts into dish washer ?
We don’t recommend to wash removable parts of your coffee machine in dish washer (it can cause change of colour or damage) except the milk jug which is part of Nespresso Lattissima range machines. This jug and its’ cover is allowed to put into the dish washer and we do recommend to split it to the parts – the jug, its' cover, the milk pipe etc.

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

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

The descaling kit consists of two packs and the price is 240 CZK.

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Can I buy the spare parts for Aeroccino ?
All the spare parts for Aeroccino+, Aeroccino 3 are available on our toll free line 800 26 33 33, from 07:00 until 20:00 on working days or from 08:00 until 19:00 on weekends, or at our Nespresso Boutiques.

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How can I program the size of the cups ?
Insert the capsules into the machine, close the handle and push the requested button for coffee size and hold it. After having requested amount of coffee in your cup, release the button. The coffee buttons will blink for confirming the programming.

To reset the coffee machine to factory setting, please press Lungo button when the machine is switched off and hold it. Simultaneously switch the machine on with the main switch. The factory setting is done.

U machines:

Touch and hold the required button while closing the slider. Release the button when desired volume is reached. The other 2 controls flash for confirmation. Water volume level is now stored.

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My machne is blinking after descaling - what should I do ?
Please be so kind and control if the descaling mode was exit properly.

Push the buttons for Espresso and Lungo together for 3-5 seconds until the frequency of blinking is slowing down. After that the machine should heat up and the buttons starts to light.

If the blinking is irregular and/or the descaling mode can not be exit, please contact Nespresso on our toll free line: 800 26 33 33, from 07:00 until 20:00 on working days and from 08:00 until 19:00 on weekends.

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How should I clean my machine ?

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

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

We can offer you the descaling kit designed not to harm the machine and clean it properly, which can be bought on toll free line 800 26 33 33 from 06:00 until 22:00, 7 days a week or on www.nespresso.com, or visit our Nespresso Boutiques.

The price of this product is 240 CZK.

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Can I use compatible capsules ?
While we cannot comment on competitor products as a matter of policy, allow us to say that the original Nespresso aluminium capsule and the extraction through the Nespresso machine brewing unit assures the subtle interplay of all factors, such as the pressure, water temperature and quantity needed to consistently create the perfect cup every time.

It is stated in the operation manual coopacked with every Nespresso machine.

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Assistance video: Le Cube
Use: https://www.youtube.com/watch?feature=player_embedded&v=bpZRwbmJsok

Descaling: http://youtu.be/l8mVBO1TEm8

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Assistance video: Essenza
Use: https://www.youtube.com/watch?v=cEQeHCG70Bw&feature=player_embedded

Descaling: http://youtu.be/YZRFOk4fwfk

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Assistance video: Lattissima, Lattissima Premium
Use: http://www.youtube.com/watch?v=8LNWR1oe2Nc&feature=share&list=PLQ2eIUsAVWUwvKh3kBxoG0O8-DOb60o5M&index=12

Descaling: http://youtu.be/-3_kpO2A514

Setup of coffee quantity: http://www.youtube.com/watch?v=MM9RogKk0dw&list=PLQ2eIUsAVWUwvKh3kBxoG0O8-DOb60o5M&feature=share&index=10

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Assistance video: Lattissima +
Use: http://youtu.be/wR1UmomDVic

Descaling: http://youtu.be/I_hqLTx8NMo

Setup of coffee quantity: http://www.youtube.com/watch?v=RvnV9VJ1iUs&list=PLQ2eIUsAVWUwvKh3kBxoG0O8-DOb60o5M&feature=share&index=13

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Assistance video: Pixie
Use: http://youtu.be/dp5tETkdBFQ

Descaling: http://youtu.be/0RCCTmZPANk

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Assistance video: Maestria
Use: http://www.youtube.com/watch?v=qn-Jk19KlcU&list=PLQ2eIUsAVWUwvKh3kBxoG0O8-DOb60o5M&feature=share&index=24

Descaling: http://youtu.be/Ooeh90k86g0

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Assistance video: CitiZ (Citiz&Milk;)
Use: : http://www.youtube.com/watch?v=nSyo-zT-mp4&list=PLQ2eIUsAVWUwvKh3kBxoG0O8-DOb60o5M&feature=share&index=3

Descaling: http://youtu.be/0dSp4uFgRuM

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Assistance video: U (U&Milk;)
Use: http://youtu.be/uVwM8obVT-s

Descaling: http://youtu.be/Ajqn03kEF6E (for higher series than 13142)

For lower series it's enough to press all three buttons together only once.

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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:

Machine Assistance | Nespresso CZ

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My Vertuo Next is not pairing with Bluetooth correctly. What should I do?
1. Login to your Nespresso.com account, 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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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?
The message you received is due to quality checks during manufacturing. We assure you that your machine is brand new and was not used before you. 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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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."

TIP: For a better connection with a dual band router, use the 2.4 GHz network, commonly identified with a 24G, 2.4 or 24 added to the end of the network name. For example, MyHomeNetwork2.4.

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Accounting

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I did not found my invoice, can you issue a new one ?
Please do not hesitate to contact us on our toll free line 800 26 33 33, from 07:00 until 20:00 on weekdays and 8:00-19:00 on weekends, where we will help you with your request and send you any of your existing invoices.

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Can you rewrite my invoice ?
We cannot add the company details to the issued inovice like VAT number and state registration number. Also rewrite the issued invoices is not possible.

In case of need, please do not hesitate to contact us on our toll free line 800 26 33 33, from 06:00 until 22:00, 7 days a week.

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Recycling

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Where are the collection points for the capsules ?
Used Nespresso capsules might be collected in our Nespresso Boutiques:
- Pařížská 10, Praha 1, Mo-Fri 10:00 – 20:00, weekends and holidays 10:00 – 19:00
- Centrum Černý Most, Chlumecká 765/6, Praha 9, Mo-Sun 9:00 – 21:00
- OC Chodov, Roztylská 2321/19, Praha 4, Mo-Sun 9:00 – 21:00
- Nový Smíchov, Plzeňská 8, Praha 5, Mo-Sun 9:00 – 21:00
- Metropole Zličín, Řevnická 1, Praha 5, Mo-Sun 9:00 – 21:00 - possible payment only by payment card
- OC Letňany, Praha 9, Mo-Sun 9:00 – 21:00 - possible payment only by payment card
- Brno, Náměstí Svobody 13, Mo-Fri 09:00 - 19:00, weekends and holidays 10:00 – 16:00
Nowadays you can also let to pick-up used coffee capsules by the delivery company DPD (only in recycling bags for this purpose) in the moment of delivery your new order. Capsules will be sent directly to a recycling company, where coffee is used for energy production and aluminum is recycled for further use.

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How are Nespresso capsules recycled?
Nespresso aluminum capsules provide complete protection of the freshness and aroma of our coffees. Aluminum is a material that can be recycled indefinitely without losing any of its properties (approximately one third of the world's aluminum demand is met from recycled sources and 75% of the aluminum produced is still in circulation). The aluminum capsules are separated, the aluminum is separated from the coffee grounds and then each raw material is destined for further processing or use. Recycling breathes new life into both aluminum and coffee grounds.

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How to arrange pick up of used capsules to recycling?
During your online order choose the delivery method "DPD Recycling" or to order it by telephone. Prepare filled recycling bag - closed according the instructions specified on it. At the time of the delivery of your order, remove from the outside of the shipment the label with address of recycling company and stick it to the place indicated on the bag. Only in this way labeled bag will be admitted by driver to the transportation to recycling centre.

Recycling bags can be included for free in each of your order, you have to add it manually or order it by telephone.

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Which capsules can be recycled?
Rycycling program of Nespresso coffee capsules is connected only with domestic use capsules - aluminum capsules in packs of 10 pieces.

Aluminium is a material that can be recycled indefinitely without losing any of its properties, and thus recycling breathes new life not only aluminum, but also the coffee grounds, which can be used e.g. as fertilizer for agriculture, energy source for the production of electricity or for household heating.

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How to ensure the collection of used capsules?
Pick-up of the used coffee capsules is possible only in the moment of delivery of your new order by the delivery company DPD. Coffee capsules have to be placed in a plastic recycling bag which is specially adapted to this purpose.

New order, which will be delivered has at the outer side the back label, which must be put at a recycling bag. Then a driver will transport company DPD will take it directly to recycling. Used capsules in other packages or without this label will not be accepted for carriage.

Recycling bag (1 or 2 pcs) can be added to every order for free - online (in the Accessories section) or by telephone. You can use the same methods for order pick-up of used capsules.

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Why does Nespresso make aluminum capsules?
We use aluminum because of all the available materials, it best protects the freshness, taste and quality of Nespresso coffee and prevents the ingress of oxygen, light and moisture. Thanks to this, we can ensure that the aromas that developed in the coffee beans during roasting are preserved until the consumption. Another advantage of aluminum is that it can be recycled indefinitely. Recycled aluminum from our capsules is used in many other products from computers to cars to beverage cans, and even the new Nespresso capsules.

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Is there any fee for transport to the recycling centre?
There is not.

With regard to the environment and focus on its protection this service is offered by Nespresso free of charge.

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You claim that the capsules are 80% recycled aluminum, what does this mean in practice?
This means that 80% of the aluminum we use in the production of the whole capsule (ie the capsule itself plus the foil membrane) is of recycled origin. The functional requirements for the membrane are different from the body of the capsule, and for now we will continue to use new aluminum in its production to ensure that it fulfills its function. The capsule body itself without the membrane is made of at least 90% recycled aluminum.

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What makes the use of recycled aluminum in the production of capsules more environmentally friendly?
The advantage of using recycled aluminum stems from energy savings in aluminum production. The production of recycled aluminum requires 95% less energy than new, so it is very suitable for business models of the circular economy. Thanks to the new aluminum alloy, 9.2% less aluminum is needed to produce each new capsule.

The use of recycled aluminum and thinner new alloy walls has allowed us to reduce the carbon footprint of Original Line capsules by 19%.

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By how much will your carbon footprint be reduced when using recycled aluminum compared to the previous aluminum alloy?
In addition to using recycled aluminum, the new capsules also contain 9.2% less of alluminium. When this new alloy is fully deployed across the Original Line, we estimate that Nespresso's total carbon footprint will be reduced by 28,844 tonnes compared to previous capsules.

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Why are the capsules only 80% recycled aluminum and not 100%?
There are two reasons: (1) for the perfect characteristics of the alloy it is necessary to use a little new aluminum and (2) the membrane is still made of new aluminum. Of course, we will continue to try to increase the percentage of recycled aluminum use.

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How can I recycle my machine?
You can bring your old machine to our Nespresso Boutique during opening hours

MO-FR 07:00-20:00, SA-SU and holidays 08:00-19:00 or your can contact Nespresso on toll free line 800 26 33 33 to arrange the machine pick up for recycling.

After receiving the machine, we will recycle it ecologically.

We are also offering a special price for a new machine is case the old one was bought at least 4 year ago. For more information, please contact us on the details above.

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What is the size of a recycling bag?
One bag can hold up to 150 used coffee capsules Nespresso.

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Is it possible to send you capsules on my own expenses?
We appreciate your interest, but because of the strict standards for the shipment of used coffee capsules there must be used the recycling bag designated for this purpose which ensures safe transport of used capsules. Exact delivery address to the recycling centre is guaranteed by special label which will be added to your order for this purpose (choose online or by telephone).

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Why did you decide to recycle used coffee capsules?
Nespresso has been worldwide committed to establish the collecting system for used coffee capsules (to achieve a 75% in 2013).

Nespresso capsules provide complete protection freshness and aroma of our coffee capsules. Aluminium is a material that can be recycled indefinitely without losing any of its qualities (approximately one third of world demand aluminum is from recycled sources, and 75% of Aluminium remains in circulation).

Coffee sediment may be reused in many ways, such as a natural fertilizer for agriculture, as a source of energy for generating electricity or heating homes.

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Other

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Where is the Nespresso store and what are the opening hours ?
- Pařížská 10, Praha 1, Mo-Fri 10:00 – 20:00, weekends and holidays 10:00 – 19:00
- Centrum Černý Most, Chlumecká 765/6, Praha 9, Mo-Sun 9:00 – 21:00
- OC Chodov, Roztylská 2321/19, Praha 4, Mo-Sun 9:00 – 21:00
- Nový Smíchov, Plzeňská 8, Praha 5, Mo-Sun 9:00 – 21:00
- Metropole Zličín, Řevnická 1, Praha 5, Mo-Sun 9:00 – 21:00 - possible payment only by payment card
- OC Letňany, Praha 9, Mo-Sun 9:00 – 21:00 - possible payment only by payment card
- Brno, Náměstí Svobody 13, Mo-Fri 09:00 - 19:00, weekends and holidays 10:00 – 16:00
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I would like to work for Nespresso - what should I do ?
All current working positions in Nespresso are visible on the website www.nestle.czin the section “kariéra” and the link named “pracovní nabídky Nestlé” where you can see our job opportunities. Unfortunately some of them are only in Czech language. In this case you can ask directly HR Nestlé department on: hr@cz.nestle.com .

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