Argentina Australia Austria Belgium Brazil Canada Chile Colombia Czech Republic Denmark Finland France Germany Greece Hong Kong/Macao SAR, Greater China Region Hungary Ireland Israel Italy Japan Luxemburg Mainland China, Greater China Region Malaysia Mexico Morocco New Zealand Norway Poland Portugal Romania Russia Serbia Singapore Slovak Republic South Africa South Korea Spain Sweden Switzerland Taiwan, Greater China Region Thailand The Netherlands Turkish United Kingdom USA ----------------------- Albania Algeria Angola Antigua Armenia Azerbaijan Bahamas Belarus Bermuda Bosnia Brunei Bulgaria Cambodia Cameroon Cap Vert Congo Costa Rica Croatia Curacao Ecuador El Salvador Estonia Faroe islands Fiji Gabon Georgia Ghana Gibraltar Greenland Guatemala Guinea Iceland India Indonesia Iran Ivory Coast Jordan Kazakhstan Kenya Kosovo Laos Latvia Lithuania Macao Macedonia Madagascar Maledives Malta Mauritius Montenegro Mozambique Namibia New Caledonia Nigeria Pakistan Panama Paraguay Peru Philippines Réunion Senegal Seychelles Slovenia Sri Lanka Syria Tanzania Togo Trinidad & Tobago Tunisia Ukraine Uruguay Venezuela Vietnam English French

• I have received an offer via email, but I am not sure that Nespresso is the official sender. What can I do?

  Nespresso emails are always sent from the following accounts, respectively for Belgium and Luxembourg:

  no-reply@beemailing.nespresso.com
  no-reply@luemailing.nespresso.com

  First, always check the sender of the email.

  If you suspect an offer does not originate from Nespresso officially, we kindly request you to contact us.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• I have received an email in which my credit card details are requested. Is that possible?

  No, we will never ask you to share your credit card details with us in writing. Should you receive this type of mail in your inbox, do not hesitate to forward the message to Nespresso via contactbe@nespresso.com.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.

• What is the current situation in the Luxembourg Nespresso Boutiques and pop-ups?

  At Nespresso, we closely follow the latest developments regarding the Coronavirus (COVID-19).

  Our Boutiques are currently open. You can buy all products on the spot, or have them delivered there. You can also taste coffee. 

  In the meantime, we are always there for you: via our app, our website or by telephone (0800 162 64 in Belgium and 8002 26 33 in Luxembourg).

  You can also place your order online and pick up your order in your favorite Boutique within the hour thanks to our pick-up service.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• When I receive my parcel, will I still need to sign for it?

  No, clients will not need to sign for a parcel. We take this measure to guarantee a safe distance between courier and recipient.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.

• What are the Limited Editions from Nespresso?

  Every year, Nespresso introduces one or more limited editions to surprise her customers with new coffee discoveries.

  Due to their exclusive character, these limited editions are available until our stock is depleted.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Do Nespresso capsules have an expiration date?

  The capsules are hermetically sealed in order to maintain the coffee at its absolute best. As a result, the coffee in the capsule is kept fresh for at least a year after production. You can test the freshness of a capsule by gently pressing the silver membrane. If it offers resistance, the capsule can still be used. Production and best before date can be found on every sleeve.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• What decaffeination process does Nespresso use?

  The green coffee is soaked in water of around 80° C for about an hour. The caffeine dissolves into the water. 

  The coffee is then removed from the water and carbon is added to the water to remove the caffeine. After that the coffee is put back into the water to dry out and reabsorb the natural coffee bean aromas. The usual grinding and roasting methods are then employed.

  The removal of caffeine is, therefore, completely natural. This decaffeination process removes up to 99.9% of the caffeine from the coffee beans.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How many calories does a Nespresso capsule contain?

  The calorie content in an Espresso cup is negligible. There are 1260 Kj (300 Kcal) in 100 grams of roasted and ground coffee. The Nespresso Espresso capsules contain an average of 5.5 grams of coffee and Lungos contain around 7 grams. The fact that the ground coffee is dissolved in water means that a cup of coffee contains even fewer calories. A 40 ml Espresso contains around 0.6 calories and a 110 ml Lungo contains around 1 calorie.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How much caffeine is contained in each capsule?

  The caffeine level in a prepared Espresso capsule is around 55-65 mg. The fact that the Lungo varieties contain 20% more coffee means that the quantity of caffeine can vary between 77 and 89 mg per capsule.  The difference largely depends on the green coffee used (Arabica or Robusta), the degree of roasting and, to a lesser extent, where the coffee beans come from.

  • Espresso (1.35 oz/40 ml) --> around 55-65 mg of caffeine;
  • Lungo (3.75 oz/110 ml) --> around 77-89 mg of caffeine;
  • Deecaffeinated Grands Crus --> between 2 and 3 mg of caffeine;

  There is no link between 'intensity' and caffeine level. Caffeine is a colourless and flavourless substance that is released on contact with water. The more water is added to the coffee, the more caffeine it will contain.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Do the Nespresso capsules contain allergens?

  None of the Nespresso Grands Crus or Variations contains allergens such as gluten, lactose, or nuts. The 23 Grands Crus contain 100% coffee and are hermetically sealed in order to prevent exposure to air and moisture. Terms such as malt, milk or cocoa refer to the aromatic profile (that naturally occurs in the bean) and do not refer to physical elements within the capsule.

  Variations are 100% allergen free. They are based on the Grand Cru Livanto and are enriched with natural aromas with no added sugar and preservatives.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Is Nespresso coffee Halal or Kosher? Why is this not mentioned on the packaging?

  Nespresso coffee meets the religious standards of Muslims and Jews and is therefore halal, kosher and parve certified respectively.

  We only place religious symbols on the packaging when it is mandatory for that specific market.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Does Nespresso offer tea or hot chocolate capsules?

  Nespresso foremost priority is sourcing the highest quality coffee beans and providing exquisitely unique espresso blends to our customers worldwide.  At this time, we do not have any plans to add tea or hot chocolate related capsules to our Grands Crus selection.  We do offer Limited Edition and flavored Variation espressos each year.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• What is the difference between the Aeroccino and the Aeroccino 3?

  These two milk frothing devices are very similar, with the ability to achieve the same results for hot or frothed milk.  Additionally, they can both prepare cold froth for iced cappuccinos. The Aeroccino+ is chrome plated and has a handle, while the Aeroccino3 has a modern ribbed look, no handle, and is available in 3 colors.  The lid on the Aeroccino+ contains a storage area for your extra whisk while the Aeroccino3 base, along with a power switch, has whisk storage space.  The Aeroccino3 whisks have an extended handle for easy removal. The differences in volume are as follows:

  Aeroccino+
  Maximum capacity for milk foam: 130 ml
  Maximum capacity for hot milk: 250 ml

  Aeroccino 3
  Maximum capacity for milk foam: 130 ml
  Maximum capacity for hot milk: 240 ml

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Can the accessories go in the dishwasher or microwave?

  This depends from product to product. We recommend that you carefully read the information on the information leaflet in the product packaging.

  On our website, the description of our accessories also states whether they are dishwasher safe.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.

• What are the delivery options?

  The order will be delivered by Post Luxembourg by the next day on the address of your choice.

   

  Day deliveries arrive between noon (12) and 8 PM, evening deliveries are brought to you between 6 PM and 8 PM. If you are unavailable, the order will be transferred to the nearest pick-up point.

  
  Once the package is available for collection, you will be notified via email or text message. The order can then be collected within the opening hours of your pick-up point.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Why do I have to pay shipping costs?

  Nespresso only charges a percentage of the shipping costs it incurs.  We cover these costs entirely if you place an order for at least 50 capsules or for a value of over €40. 

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How can I amend or cancel my order?

  In order to guarantee that deliveries are made within a working day, the order is packed and shipped as quickly as possible. If you wish to amend your order, you should to call the free-phone number 80022633 as quickly as possible. Once an order has been processed, however, Nespresso cannot guarantee that amendments or cancellations can be implemented.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How can I track my order?

  Nespresso sends you a shipping confirmation via email with a link that allows you to track your order: click on "Follow my order". 

   

  The tracking information of your parcel opens in a new window. At the top, you'll be able to spot our delivery partner's reference number for the parcel (ID), and right next to it Nespresso's own parcel number.

  Still not sure what's been going on with your parcel? Don't hesitate to contact us for more information.

   

  You can also track your parcel via the website of Post Luxembourg.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• My package has still not arrived. What should I do now?

  You can track the current status of your parcel via the link you have received in your mailbox from Nespresso. You can also track your order via the website of our delivery partner.
  
  

  Still unclear when your parcel will be delivered or you didn't receive an email? Please contact us.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• I have placed an order, but it is not visible on my account yet. Has the order been registered correctly?

  Sometimes the registration of your order on your account may take a little extra time. That means your order is not immediately visible on your account. We advise you to wait 24H before checking again.

  Should your order not be visible after 24 hours, do not hesitate to contact us so we can assist you.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• I have not received an order confirmation yet. Has the order been transferred correctly?

  Our apologies for the inconvenience.

  Sometimes, the order confirmation takes some time to be sent. We advise you to wait a few hours before checking your mailbox again.

  In case you still haven't received an order confirmation when you check again, do not hesitate to contact us so we can assist you.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Can I have a product gift-wrapped by Nespresso?

  This service is currently not offered by Nespresso.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Can I send the capsules abroad?

  You cannot unfortunately send orders abroad from Luxemburg. If you’d like to do so, you should use Nespresso in the country in which you would like the products delivered.

  There is a flag icon on the top, right-hand side of the main screen. If you click on it, you can choose one of the various countries that have Nespresso. 

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Why can’t I buy the capsules in an ordinary shop?

  In order to be able to guarantee the best-in-class service and quality, Nespresso has chosen to manage the sales of the capsules in-house. 

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How can I return goods?

  Goods can be returned within 14 days from the date of receipt.

  These goods will only be accepted if they are in good condition, are in their original packaging and are accompanied by the original invoice and the return form.

  For detailed information on Nespresso returns conditions and step-by-step guide how to return our products, please visit our Returns policy page.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• What should I do if my package is damaged?

  If you have received a damaged package, you should contact our coffee specialists on free-phone number 80022633. Our coffee specialists shall provide you with the best possible solution.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.

• How can I create an online account?

  An online account is needed to place orders via www.nespresso.com. You can create an account in two ways:

  1. You have a Nespresso client number and you've ordered from Nespresso before.

  In this case, you can choose the option 'You are a Nespresso member without online account' at https://www.nespresso.com/lu/en/secure/login. Complete your email address and choose a strong password.

  At the next step, "Existing member? Activate your online account", choose the option "Yes, I do have a Nespresso membership number". Complete your membership number and postal code before you click on "Continue".

  Complete your address details.

  You can now place your order.

  2. You do not have a Nespresso customer number and you've never ordered from us before.

  In this case, you can choose the option 'I am not a Nespresso member yet' at https://www.nespresso.com/lu/en/secure/login. Complete your first and last name and your email address and choose a strong password.

  At the next step, "Existing member? Activate your online account", choose the option "No, I do not have a Nespresso membership number". Click on "Continue".

  Then complete your address details. You are now ready to place an order.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• I can't log in. What can I do?

  In case you experience difficulties logging in, please check the following.

  Do you use the correct email address that was linked to your Nespresso account?

  It is possible you can no longer log in because you are using a different email address than the one that was originally registered on your Nespresso account. You can check this by verifying on which email address you receive our emails.

  Is your password correct?

  If your email address is correct, and loggin in won't work, we then advise you to reset your password.

  Should these steps fail to solve the issue, do not hesitate to contact us for further assistance.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Why is the serial number of my Nespresso machine not accepted? (Code 213; code 215)

  The serial number of your machine is a code that comprises 19 characters and begins with "10", "11", "12", "13", "14" or "15".It can be found on a silver sticker underneath the machine.

  If you cannot register the machine’s serial number on your internet account, you can leave this field empty and continue with your order. Once your online order has been processed, you will be allocated a personal client number. You can simply contact us at a later date, with your client number, and we can then enter your serial number for you.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How can I change my email address?

  You need to log in to your internet account if you wish to change your email address. Once you’ve logged in, click on Order (next step) to continue. Go to  “My Account” at the top of the ordering page where you will then be able to amend your personal details. Select the option “My email address” and then enter the new email address.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• I forgot my password. What should I do?

  If you have forgotten your password or would like to amend it, you should go to www.nespresso.com and click on the link “forgot your password?”.

  This allows you to request a new password via email.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• I forgot my email address. What can I do?

  In case you are not certain which email address is registered in our system, we advise you to verify on which email address you receive our emails.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How can I change my address?

  You can amend your address via your online account.  When you log in via www.nespresso.com, click on the “My Account” option at the top of the screen. You will then be taken to a webpage where you can find your personal details. You can add a new or amend an existing address via the option "My Addresses".

  Alternatively, you can amend your address while placing an internet order. When placing your order, you are provided with an order overview on the last page. The delivery and invoicing address(es) are given at the top. You can click on the button “Change” to amend an existing or add a new address.

  Attention: This change will (only) be completely processed when you place your next order. If you want to amend these details earlier, we advise you to contact Nespresso through our contact form. One of our Coffee Specialists will adjust your address with pleasure.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Where can I find my customer number?

  Your Nespresso customer number is created when you place your first order via www.nespresso.com or when you have registered via Nespresso on the phone or in one of our Boutiques. Your customer number can be found on any of our invoices and is also displayed on the first page when you log in on your account at  www.nespresso.com. You are advised to provide your personal customer number whenever you contact us. This enables us to provide you with an answer as quickly as possible.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How can I pay for the capsules online?

  You can choose between three payment methods:

  1. PayPal
  2. Credit card.
  3. Bancontact.

   

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.

• I have received damaged/defective products. What should I do?

  If you are not satisfied with the quality of the products you have received, we ask you to contact Nespresso by phone of via the online contact form. You are advised to have the relevant packaging at hand when you call us. The production codes on the packs allow us to trace the production batch. Please also provide us with as much information as possible about the nature of the damage/defect as this will help us find an effective solution.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Is the aluminium in your capsules safe?

  The food-grade coating of Nespresso capsules is made of thermoplastic polymers, materials that comply with internationally recognised regulations for materials in contact with food (such as in the EU and the USA, China and Switzerland).

  You can therefore be sure that Nespresso capsules and all their components not only offer perfect hermeticity for optimal freshness, but are also completely safe.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.

• I have a technical question concerning my machine. Who can I ask?

  We kindly ask you to contact the Technical Service team on free-phone number 80022633 and we’ll be happy to assist you with your inquiry.

  The Technical Service team is available 24/7!

  When you contact us for technical support, you are advised to be near your coffee machine as certain solutions can be offered directly over the phone.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How much does a repair cost?

  During the warranty period of two years after purchasing your machine, and as long as you can provide the purchase receipt, you are entitled to free repairs.

  In case the machine is out of warranty or the warranty conditions do not apply to your particular case, you will be presented with a quote based on which you can decide whether you’d like to proceed with the repair.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• There is no water coming out of the coffee outlet. What can I do?

  If you press a cup button and no water comes out of the spout, it is possible that the machine has an air bubble which most often occurs when the tank runs empty or after a period of non-use.

  For the Essenza and Le Cube machine, simply lift the coffee lever and push it away from you. While applying pressure, press either cup button until water appears in the capsule chamber.

  CitiZ, Pixie, U and Lattissima owners can fill the water tank, eject any capsule in the chamber, close the coffee lever and press the large cup button. The auto-prime function will push the air from the circuit. When water begins to flow through the spout, the air bubble has been released.

  For owners of machines with steam arms, it is best to activate the steam/hot water function. The lower pressure this function operates with allows the air to be released with greater ease.

  You are welcome to contact our Technical service for further assistance on our free-phone number  80022633 (for GHL).

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• My machine pours a short cup of coffee. How can I change the quantity?

  If you are not happy with the amount of coffee that your Nespresso machine provides, you can reset the amounts delivered.

  Essenza/Cube/Citiz/Pixie/Lattissima lines can be reset as follows: Take a capsule and place a cup under the coffee spout. Press the coffee button and keep pressing until you have reached the required amount of coffee.

  For U machines: Open the slide, put a capsule in the machine and a cup under the coffee sprout. Hold your finger on the button you want to reprogram and close the slide. Take your finger from the button when you have the desired amount of coffee in the cup. The other 2 coffee buttons will blink to confirm.

  This quantity will be the saved in the memory of your machine. In future, your cup will be filled to this new level. The programming can be done for all coffee buttons on your machine.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Why do the lights on my Citiz machine dim after a while?

  All Nespresso CitiZ machines are equipped with an energy-saving mode. This means that the energy used by your machine reduces drastically after 30 minutes of inactivity. The alternate blinking of the two coffee buttons indicates that the machine has gone into this mode. You can go out of the energy-saving mode by simply pushing one of the coffee buttons.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• My Pixie switches itself off after a while. Is this normal?

  Our Pixie machines are equipped with an ‘OFF mode’ which means that the machine turns itself off after 9 minutes of inactivity to minimise the energy use.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Which descaling kit should I use?

  You should choose a descaling kit according to the type of your Nespresso machine:

  Essenza – Cube - Lattissima -  Pixie – CitiZ - U - (Gran) Maestria: 3035/cbu-2;
  Classic line: 3035/cla-2;
  Concept line: 3035/con-2;
  Jura N90 : 3035/N90-2;
  Siemens Sn70-SN911: 3035/350-2.

  The descaling fluid is the same in all the kits, but the descaling instructions differ depending on the type of the machine. 

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How often should I descale my Nespresso machine?

  In order to keep your Nespresso machine in optimal condition, you are advised to descale your machine after every 400 to 600 capsules or at least 3 times a year. The harder the water in the area where you live is, the more often you need to descale your Nespresso machine.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How long is the Nespresso warranty?

  In Luxemburg you have a 2 year warranty on all machines and Aeroccino as long as you can provide the proof of purchase.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• I have purchased a descaling kit for another type of Nespresso machine. Can I use it anyway?

  The fluid in our descaling kit is identical so you can use the set with another Nespresso machine as well. You must ensure, however, that you follow the appropriate descaling instructions for your machine.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How do I request a descaling reminder?

  You can activate the decaling alert on your internet account. To do so, simply log-in to www.nespresso.com with your email address and password and then select "My Account”. Under “My alerts”, you can then indicate that you would like to receive a reminder when it is time to descale your machine.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• I find coffee grounds in my cup. Is this normal?

  One should use a small cup of 40 ml for our Espresso varieties and la lager cup of 110 ml for the lungo ones. Running more water through a capsule than it’s advised can result in grounds in the cup.

  Purging or descaling your machine can be of help you in some cases. See the user manual for further instructions.

  Should you need more assistance, you are more than welcome to contact us on our free phone number 80022633.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• There is sometimes water in the drip tray. Where does this come from?

  There will always be some water in the drip tray as every time you eject a capsule, the remaining water from the capsule chamber is released into the drip tray.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Where can I find a manual for my machine?

  You can find a manual via the following link. You can also take contact with Nespresso on our free phone number 80022633 and we’ll be happy to provide you with a copy by post or email.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Aeroccino - What should I do if my Aeroccino does not switch on?

  If the Aeroccino does not switch on, first of all try a different socket. Ensure that the Aeroccino is placed on the base correctly before pressing the ON button.  Be aware that the machine device will not respond when it is cooling down.

  You are welcome to contact our Technical service for further assistance on our free-phone number 80022633.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Aeroccino – How long is the warranty on my Aeroccino?

  You have 2 years warranty on Aeroccino providing you can present the proof of purchase.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Aeroccino - How should I maintain my Aeroccino?

  - We advise you to let the device cool down between 2 preparations

  -  You are also advised to clean the Teflon-coated interior with warm water and a soft cloth after each use. We do not recommend the use of abrasive sponges as they can damage the surface, allowing milk residue to build up in the scratches.

  You are welcome to contact our Technical service for further assistance on our free phone number 80022633.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.

• What is the account number of Nespresso?

  The account number of Nespresso Luxemburg is IBAN: LU030030240725050000; BIC/SWIFT: BGLLLULL.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• I cannot finalize my payment with creditcard. What can I do?

  Check if the first and last name of the cardholder have been introduced correctly and if all other info (expiry date, CVC code…) is correct.

  Other causes may be:

  • You have exceeded the maximum amount of your credit card
  • The expiry date of your credit card has been reached
  • Your balance is insufficient (in case of a prepaid card).

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Why can I not see my invoices on the Nespresso App?

  You can access your invoices on the "My Orders" section of your account on the Nespresso website, available both in desktop and mobile versions. We are considering to make it available also on the App in the future.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• I see I can get my invoices in PDF, but I can't access the invoices older than 17th of May .

  Since PDF invoicing is a new feature on our website, you won't be able to access the invoices older than the 17th of May which is the date this new option was put in place.

  You can call our free number 8002 26 33  and request a duplicate of past invoices, our Coffee Specialists will be happy to assist you.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• I don't want to receive my invoices in PDF. I want to get them on paper instead.

  As part of our initiatives to reduce our carbon footprint, but also due to an important request from our customers, we have decided to go completely digital for our invoicing services. Therefore, you will now receive your invoices in PDF format.

  We have also developed a tool that allows you to download your invoices directly from the "My orders" tab on your Internet account. However, if you absolutely want to receive your invoices in paper format, you can uncheck the "PDF Invoice" option from the "My Contact Preferences" tab on your account.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• I did not receive the email with the PDF invoice, why? 

  We invite you to check the "contact preferences" tab on your internet account. Make sure that the "PDF Invoice" option is ticked. If this functionality is active and you haven't received anything, please contact one of our coffee specialists on 8002 26 33 for further assistance.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.

• Does Nespresso offer organic coffee?

  At the moment, Nespresso does not have organic coffee in its range. However, we do supply coffee that comes from our AAA Sustainable Quality™ Programme.

  The AAA Sustainable Quality™ Programme is based on the following cornerstones: Quality (AA) and Sustainability (A) on economic, social and ecological levels.

  We follow this programme rather than any other “organic” programmes as we believe that other dimensions of coffee production (e.g. economic and social aspects) are just as important for coffee growers, their communities and the further development of their plantations.

  The AAA Programme follows the “Tool for the Assessment of Sustainable Quality” (TASQ™). TASQ™ categorises and assesses each plantation to determine how the quality of coffee beans and the social-economic wellbeing of the coffee growers can be improved.

  At the end of 2010, over 60% of coffee used by Nespresso came from around 40,000 coffee growers which form part of this AAA Programme.

  In the context of Ecolaboration™, Nespresso has set itself the following goals which must be achieved by 2013:

  • To source 80% of its coffee from the Nespresso AAA Program
  • To triple its capacity to recycle used capsules to 75%
  • To reduce the carbon footprint of a cup of Nespresso by 20%

  For further information concerning our initiatives, please go to www.nespresso.com/positive.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• I’m looking for a coffee machine for my office. Where can I buy one?

  You can find all of the various coffee machines for offices on our website www.nespresso.com/pro. You can compare different possibilities and choose the one that suits best your company’s needs. You can also request a demonstration or brochure online.

  If you need additional information, you can complete the online form and send your request to us. You can also contact our Coffee Specialists by phone on 800 – 230 34.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How can I submit a sponsorship request?

  If you would like to enter into collaboration with Nespresso, you can send your request to sponsoring.benelux@nespresso.com. You are advised to provide all the information concerning the project straight away:

  - The date and duration of the event;
  - The type of request: does it involve sponsorship of products or participation as a partner?
  - The type of event: e.g. gastronomy, sport, design, fashion, lifestyle etc;
  - Your contact details: your name, email address and telephone number;
  - A summary of the event: the expected number of participants, the target audience etc.

  If we are interested, you will be contacted within two weeks from the moment of receiving your request.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Does Nespresso offer Fair Trade coffee?

  The Nespresso AAA Program differs from Fair Trade in that it seeks to find a long term balance between highest quality - which is the primary basis for the selection of our coffees - and social, environmental and economic criteria.

  Although Fair Trade is an important initiative for some farming communities, after reviewing the needs of Nespresso we decided that we required a program tailor-made to fit our focus on quality. This program has been developed in close collaboration with the leading non-governmental organization, Rainforest Alliance.  AAA farm assessments are independently verified by Rainforest Alliance.
  
  Nespresso has been committed to ensuring that the communities of coffee farmers that produce the highest quality coffees for us benefit from the excellence of their crop.  The aim of the AAA Program is to improve quality and sustainability practices on the farms and in the regions where the highest quality coffees are cultivated.
  
  The AAA premium that Nespresso pays participating farmers is roughly 30-40% above the standard market price for coffee and 10-15% above coffees of similar quality.  The program is about more than paying a premium; it is about building a long term relationship with coffee farmers. 

  More information can be found at www.nespresso.com/ecolaboration.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Where can I find my nearest Nespresso shop?

  Every year, Nespresso opens new Boutiques across the world. These offer you the opportunity to discover our Grands Crus, our Machines and our Accessories. You can find your nearest Boutique via our Boutique Finder. You can also use the website to consult the Boutiques’ opening hours.

  We currently have one Nespresso Boutiques in Luxemburg.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.

• Why can I no longer opt for a coffee subscription since 01/06/2022?

  Nespresso is committed to providing the best service to its consumers. Therefore, we are currently evaluating our coffee subscription offer and have decided to suspend the current coffee subscription offer in Belgium and Luxembourg until further notice.

  Coffee subscriptions started before 01/06/22 will remain active.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• What happens to coffee subscriptions issued before 01/06/2022?

  Coffee subscriptions issued before 01/06/22 remain valid.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Will machine subscriptions also be discontinued?

  No, nothing changes for the machine subscriptions.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Is Nespresso Easy just for new customers?

  No, whether you're new to Nespresso or an established coffee lover looking to explore further, you can enjoy the benefits of Nespresso Easy.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Is Nespresso Easy a permanent option or is it a temporary action?

  You can subscribe to our plans all year long.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How does Nespresso Easy work?

  Each month, after payment, you’ll receive a fixed amount of Nespresso credit that you can use to purchase coffee, machines or accessories via Nespresso.com, by phone, or in our Nespresso Boutiques. The amount of coffee credit you receive is equal to your monthly amount plus 10% extra credit as a little thank you for being a subscriber.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• I want to subscribe online to Nespresso Easy Machine, where can I have my machine delivered?

  By subscribing to Nespresso Easy Machine online, you can choose to have it delivered to the address of your choice or to your favourite Nespresso Boutique via the Boutique Pick-up option.

  Unfortunately, the machine cannot be delivered to a pickup point.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• What is coffee credit?

  Your Nespresso credit goes directly into your account, after purchasing a coffee plan. After 24h you receive a confirmation mail indicating that your coffee credit is available on your account. The credit is valid for 2 years so you can enjoy it right away or save it up for a bigger order in the future. Your choice! You can check your coffee credit by logging into your Nespresso profile online, by calling 8002 26 33 for free or by going to the nearest Nespresso Boutique.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How do I switch between a coffee Easy plan and a machine Easy plan?

  Are you already subscribed for a coffee plan, and do you wish to switch to a machine plan, for example?

  Cancel your subscription for free via your online Nespresso account or by contacting us via the toll free number 8002 26 33. You will then be able to switch to the subscription plan you prefer via our website.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Can I combine both plans?

  No, it's not possible to choose our coffee plan and machine plan simultaneously.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• What's the difference between the machine and coffee plans?

  The coffee plan grants you a free surplus of 10% on top of the monthly Nespresso credit that you have chosen. That amount can be used for any Nespresso product of your choice.

  The machine plan lets you benefit from the monthly credit as well and allows you to buy the machine of your choosing for only €1.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How come it is only possible to subscribe via credit card or VISA debit card?

  The Nespresso Team continuously work on improving your experience. At the moment, it is only possible to subscribe via credit card or VISA debit card.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• When do I pay for my coffee plan?

  The first monthly amount is due at the time you purchase your coffee plan. Subsequent amount will be payable every month on the same date of the month as your purchase.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How is the extra coffee credit applied?

  As a unique benefit of subscribing to Nespresso Easy, you will receive 10% extra credit per month directly to your account, which can be used at any time. So if your monthly amount is €25, you will receive a total of €27,5 credits on your account each month as long as you pay your monthly fee.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• What if I don't use my monthly coffee credit?

  We know you’re busy. So any unspent coffee credit is retained on your account for 2 years, ready for you to use whenever you need.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Can I cancel my coffee plan?

  Yes, your plan lasts as long as you continue to make your monthly payments. If you decide Nespresso Easy is not for you then you can terminate it at any time without penalty. Simply go to the My Account/My Subscriptions section on www.Nespresso.com, contact our Customer Relationship Centre on 8002 26 33 or visit any Nespresso Boutique. However, you will not be entitled to a refund for any monthly fees already paid at the date of termination.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• What happens to my coffee credit when I cancel my coffee plan?

  When you cancel your plan, your coffee credit will remain on your account for you to use whenever you like.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• What products can I buy with my coffee credit?

  With the coffee credit you can buy products from the Nespresso Vertuo, as well as the Nespresso Original range. All of the products that are available online and in the Boutiques, can be purchased with the coffee credit.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• What products can I buy with my coffee credit?

  With the coffee credit you can buy products from the Nespresso Vertuo, as well as the Nespresso Original range. All of the products that are available online and in the Boutiques, can be purchased with the coffee credit.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• I have activated my Subscription plan. Can I still buy coffee in the Boutique?

  Yes, certainly. As soon as your plan is activated, you can use your credit in all Nespresso channels: in our Boutiques, via our app or website, and via our Coffee Specialists.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How does the payment process work?

  The first payment takes place when you select and purchase your coffee plan. Further payments will takes place on a monthly basis at the same date.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• Can I use my coffee credit to buy discounted products?

  Yes, you can!

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.

• How can I recycle my capsules?

  Thank you for wanting to recycle your used capsules! We offer various options to recycle your capsules:
  
  1. You can hand in your full Nespresso recycling bag at 1 of the hundreds of points of recycling. Click here to find nearest in your area.
  
  2. Hand over a full Nespresso recycling bag to the Post Luxembourg delivery person who is delivering your new order or any other order, even if it is from another supplier.

  
  3. In exceptional cases, we can arrange a collection through Post Luxembourg. Contact our customer service for this option. We will then look for the most suitable moment and schedule the collection.
  
  Important information about the recycling bags: the bags may not leak and cannot exceed the maximum capacity of 200 capsules.
  
  Finally, we would like to ask you to use the full capacity of the recycling bag before you let us recycle the capsules. After all, this allows us to optimize the ecological effectiveness of our recycling system.

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.
• How can I recycle my machine/aeroccino?

  You can always bring your machine and aeroccino to your local container parc for recycling. When purchasing a new machine via Nespresso you can:

  1. Return your used machine and aeroccino for recycling to one of our Boutiques or
  2. Return your used machine for recycling by sending it back to us. If you want to use this option, please call Nespresso (8002 26 33) where an operator will explain the exact procedure.

  In both cases Nespresso will bring your machine to one of its recycling partners and make sure it is processed in the appropriate way. You will find more information on Nespresso’s environmental commitments and initiatives on www.nespresso.com/ecolaboration

  Did this answer your question?

  Yes

  No

  Click yes to return to the FAQ, click no to ask your question.

 

If your question is not listed please click here to contact us by phone or email.