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• Where can I buy your Nespresso coffee ?

  Our Coffee Specialists are available to advise you on your coffee selection, and to ensure easy ordering and convenient delivery that is tailored to your needs.

  Call us for free, or click online whenever you want, or visit us in any Nespresso Boutique. Benefit all year round from free delivery with purchasing HK$500 or above. Nespresso Coffee are available:

  1. By phone, via our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) from 08:00am to 10:00pm.
  2. On our website at www.nespresso.com (please select Hong Kong as location of preference).
  3. Via our mobile applications, which you can download on your mobile devices.
  4. Via our boutiques at the following addresses:

  • Nespresso Boutique in IFC
    Shop 1058, Podium Level One, IFC Mall, No. 8 Finance Street, Central, Hong Kong
  • Nespresso Boutique in Festival Walk
    Shop LG2-70, Festival Walk, 80 Tat Chee Avenue, Kowloon Tong, Hong Kong
  • Nespresso Boutique in Yoho Mall
    Shop 1056, Level 1, Yoho Mall 1, No.8 Long Yat Road, Yuen Long, Hong Kong
  • Nespresso Boutique in AIRSIDE
    Shop 219&224, Airside, 2 Concorde, Kai Tak
  • Nespresso Boutique in apm
    Shop UC-20, apm, 418 Kwun Tong Road, Kwun Tong, Kowloon, Hong Kong
  • Nespresso Boutique in Elements
    Shop 1089B, ELEMENTS, 1 Austin Rd W, Tsim Sha Tsui, Hong Kong

  **For boutiques' operating hour, please click here.

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• Will you sell Nespresso coffee capsules supermarkets? Why aren't the capsules available in grocery stores??

  It is not our intention to begin selling in supermarket chains.

  Nespresso's unique business model allows us to ensure quality throughout the entire value chain, maintain direct communication with Nespresso & You members, and implement our sustainable development practices from coffee bean cultivation to the coffee-making process.

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• What does Nespresso Limited Edition coffee refer to?

  Nespresso releases at least one Limited Edition coffee to offer its members a new and exciting intense experience every year.

  Limited Edition coffees are made from carefully selected high-quality coffee beans, with a limited harvest and procurement quantity. Therefore, they are only available in limited quantities during a specified period.

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• How many calories are in a Nespresso capsule?

  The calorie content in an espresso cup is negligible. There are 1260 Kj (300 Kcal) in 100 grams of roasted and ground coffee. 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.

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• What is the caffeine content in each capsule?

  The caffeine content depends on the Nespresso coffee and is defined by the proportion of Robusta coffee ground in the blend (Robusta containing more caffeine than Arabica) and the "grammage" of coffee per capsule.

  For Original range, it contains between 40 to 130 mg of caffeine, excepted for the decaffeinated one.

  • The Ristretto range (25ml) varies from 40 to 120 mg caffeine per cup.
  • The Espresso range (40ml) varies from 50 to 130 mg caffeine per cup.
  • The Lungo range (110 ml) varies from 70 to 110 mg caffeine per cup.
  • The Decaffeinato range contain 2 to 4 mg caffeine per cup

  For Vertuo range, it contain between 60 and 200 mg of caffeine per cup, except for the decaffeinated ones.

  • The Espresso range (40 ml) varies from 60 to 150 mg caffeine per cup.
  • The Double Espresso range (80 ml) varies from 130 to 160 mg caffeine per cup.
  • The Gran Lungo range (150 ml) varies from 120 to 200 mg caffeine per cup.
  • The Mug range (230 ml) varies 130 to 200 mg caffeine per cup. Half Caffeinato is an exception as it is a blend of regular Arabica coffee and decaffeinated coffee and contains 90 mg caffeine per cup.
  • The Alto range (414 ml) varies from 160 to 200 mg caffeine per cup.
  • The Decaffeinated range varies from 4 to 12 mg caffeine per cup.

  For Professional range, it contains between 50 to 100 mg of caffeine, except for the decaffeinated one.

  • The Ristretto range (25ml) varies from 50 to 100 mg caffeine per cup.
  • The Espresso range (40ml) varies from 60 to 80 mg caffeine per cup.
  • The Lungo range (110 ml) varies from 70 to 100 mg caffeine per cup.
  • The Decaffeinato range contain 2 to 4 mg caffeine per cup

  There is no link between 'intensity' and caffeine level. Caffeine is a colorless and flavorless substance that is released on contact with water. The more water is added to the coffee, the more caffeine it will contain. The Nespresso coffee “intensity” is determined by the following:

  Body – the thickness and texture of the coffee in the mouth. The coffee with a strong body will be mellower; on the contrary, the coffee with a light body will have a lighter texture.

  Bitterness – the Nespresso coffee with higher intensity will have a higher level of bitterness, similar to the bitterness of dark chocolate and roasted cocoa beans.

  Degree of Roasting – the degree to which the coffee beans were allowed to roast is one of the key factors that dictates the aromatic profile of the coffee.

  All in all, the higher the Nespresso coffee “intensity” is, the higher the body thickness, bitterness and degree of roasting the coffee has.

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• Is there any caffeine in the decaffeinated blend?

  All decaffeinated product is tested and must legally contain around 0.03% residual caffeine. Caffeine content is checked in green coffee, in roasted coffee and in the finished product. Decaffeinated coffee contains 2 to 12 mg caffeine per cup.

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• What decaffeination process does Nespresso use?

  Nespresso removes over 99.9% of the caffeine from green coffee by using two different methods. In the water decaffeination process, green coffee beans are soaked in hot water in order to dissolve the caffeine. In the carbon dioxide method, the green coffee is soaked in water after which carbon dioxide (one of the key constituents of air) is used to extract the caffeine.
  Both methods are completely safe for coffee drinkers. The processes respect the environment and the coffee bean’s true nature, allowing us to maintain the strength, variety, and richness of the aromas. The decaffeinated Nespresso varieties undergo the same quality control applied to all Nespresso coffee.
  The residual caffeine content in Nespresso decaffeinated blends is below 0.1%, in accordance with all regulatory requirements.

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• Do Nespresso capsules have an expiration date?

  Nespresso 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.
  Nespresso guarantees a shelf life of at least 2 months upon delivery of coffee capsules. 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.

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• What happens if I use one of your capsules after the 12-month shelf life?

  The date shown on the packaging is a "Best Before Date"

  • Which means that the optimal organoleptic proprieties of the product are guaranteed until this date.
  • The product can still be consumed after this date.

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• Do the Nespresso capsules contain allergens?

  No. None of the Nespresso coffee or Variations contains allergens such as gluten, lactose, or nuts. The 37 Nespresso coffee 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 Livanto and are enriched with natural aromas with no added sugar and preservatives.
  However, we suggest that it would be best to consult your family doctor before trying Nespresso.

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• Can pregnant women consume coffee?

  Scientific evidence suggests that pregnant or breastfeeding women can safely consume moderate amounts of coffee (equivalent to daily intake of less than 200mg of caffeine).
  If you have any concerns about potential coffee allergies, we recommend consulting with your doctor.

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• Should I be concerned about my health if I consume Nespresso coffee?

  Moderate consumption of coffee does not pose any risks to human health and is considered part of a balanced lifestyle for adults. We recommend consulting local government agencies for information on caffeine and health.

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• Why does Nespresso use aluminum for its capsules?

  Among all materials that we have examined, aluminium has been singled out as best in terms of protecting the freshness and aromas of our coffees, all the while interacting with our machines in such a way as to consistently produce the high quality-coffee that our consumers have come to expect. On top of that, aluminium also has the unique advantage of being infinitely recyclable.
  The use of aluminium eliminates the need for any additional packaging or overwrap to protect the freshness of coffee, combined with its light-weighted nature, are environmental advantages from both the logistics perspective and sustainability perspective.
  Aluminium ensures optimal protection from air and light to conserve freshness over time. Nespresso aluminium capsules are coated with a food-grade lacquer to prevent any contact between the aluminium and the ground coffee.
  Aluminium is also a material that can be infinitely recycled without losing any of its properties (approximately one-third of the global demand for the material. By the end of 2022, up to 80-85% of Nespresso's Original and Vertuo coffee capsules will be made from recycled aluminum).
  Coffee grounds can also be recycled in various ways, such as being used as natural agricultural fertilizer or as a source of energy for power or heating systems. In Hong Kong, the used coffee grounds are composted and used as fertilizer in some local farm.

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• Does Nespresso offer tea or hot chocolate capsules?

  Nespresso's foremost priority is sourcing the highest quality coffee beans and providing exquisitely unique espresso blends to our members worldwide. At this time, we do not have any plans to add tea or hot chocolate-related capsules to our regular coffee capsules selection. We do offer Limited Edition and flavoured Variations blend each year.

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• 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 professional website. You can compare different models and choose the one that suits your company’s needs best. You can also request a demonstration online. If you need any additional information, you can complete the online form and send your request to us or contact our Coffee Specialists by phone on 8101 1183.

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• What is the price of Nespresso Original capsules?

  Our Original series offers a total of 37 premium ground coffee capsules, all made from high-quality specialty coffee beans.
  They are categorized into Ispirazione Italiana (intensity 6-13), Espresso (intensity 4-5), Master Origin, Barista Creations, World Explorations, and Decaffeinated coffee. The price per sleeve ranges from HKD 48 to HKD 55.

  *Prices are subject to change.

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• What is the Nespresso Original system?

  The Nespresso Original system is designed to deliver a smooth and authentic coffee experience.

  The coffee machines in this series are capable of brewing Espresso, Lungo, and other milk-based coffee beverages like Cappuccino and Latte, all based on the Espresso foundation. With its built-in 19-bar high-pressure extraction system, it perfectly releases the fresh aroma locked within the capsules.

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• How much caffeine is in Nespresso Original capsules?

  The caffeine content in Nespresso Original capsules varies depending on the specific coffee blend and the weight of the coffee capsule, which is influenced by the proportion of Robusta beans (which have a higher caffeine content compared to Arabica beans).

  Original Series: Each cup of coffee from the Original series contains approximately 49 to 113mg of caffeine. However, certain blends with a high proportion of Robusta beans, such as Kazaar and Cape Town Lungo, have caffeine content exceeding 100mg per cup.

  Decaffeinated Coffee: Each cup of Decaffeinato coffee from the Original series contains approximately 2 to 4mg of caffeine.

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• What does the Nespresso Original Welcome Offer include?

  After registering as a Nespresso member and completing the machine registration, you can enjoy the Welcome Offer by ordering designated coffee series bundles in your first three orders and receive a Welcome Gift.

  By purchasing either the Classic Assortment 150-capsule bundle (HK$718) or the World Explorations Assortment 150-capsule bundle (HK$729), you can choose one of the following Welcome Gifts:

  • Lume Mia Capsule Dispenser (capsules not included) - This round-shaped dispenser is made of transparent glass with a stainless steel finish and a soft silicone handle. Or
  • A set of 2 Origin Collection Lungo and a set of 2 Loop Espresso Cup Set.

  By purchasing the Moments Assortment 100-capsule bundle (HK$503), you will receive a welcome gift of a set of 2 Origin Collection Lungo, including stainless steel saucers.

  Here are the three Welcome Offer bundles provided by Nespresso:

  Travel Around The World - 15 Sleeves (HKD$ 746)

  The bundle includes (calculated per sleeve, with 10 capsules per sleeve):

  1 sleeve of Ispirazione Napoli
  1 sleeve of Ispirazione Ristretto
  2 sleeves of Ispirazione Arpeggio
  1 sleeve of Ispirazione Roma
  2 sleeves of India
  2 sleeves of Indonesia
  2 sleeves of Colombia
  1 sleeve of Nicaragua
  1 sleeve of Ethiopia
  2 sleeves of Stockholm Lungo

  Our All-Time Favourites - 15 Sleeves (HKD$ 760)

  The bundle includes (calculated per sleeve, with 10 capsules per sleeve):

  1 sleeve of Ispirazione Kazaar
  2 sleeves of Ispirazione Ristretto
  2 sleeves of Ispirazione Arpeggio
  2 sleeves of Ispirazione Roma
  2 sleeves of Ispirazione Livanto
  1 sleeve of Volluto
  2 sleeves of Stockholm Lungo
  1 sleeve of Colombia
  1 sleeve of Scuro
  1 sleeve of Corto

  Moments Of the Day - 10 Sleeves bundle (HK$503)

  The bundle includes (calculated per sleeve, with 10 capsules per sleeve):

  1 sleeve of Ispirazione Kazaar
  1 sleeve of Ispirazione Ristretto
  1 sleeve of Ispirazione Arpeggio
  1 sleeve of Volluto
  1 sleeve of Ispirazione Arpeggio Decaffeinato
  1 sleeve of India
  1 sleeve of Colombia
  1 sleeve of Scuro
  1 sleeve of Cape Town Lungo
  1 sleeve of Stockholm Lungo

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• What is Nespresso Vertuo Coffee System?

  Nespresso Vertuo is the next generation of at-home coffee systems. Developed through many years of research and development, Vertuo has revolutionised the way that coffee is extracted with its unique, patented Centrifusion™ technology and a specially crafted, dedicated set of coffee capsules, which together enable customers to make a wide range of high quality coffee in a variety of styles and cup sizes.

  The intelligent system uses barcode technology to recognise each of the 40 Nespresso coffees from its permanent range, adjusting the brewing parameters to extract each blend precisely how it was meant to be enjoyed.

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• Where does the name Vertuo come from?

  The name Vertuo derives from the word “Virtuoso,” which means mastering an expertise. The name aims to underpin Nespresso’s mastering of the highest quality coffee for our customers’ pleasure.

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• What is Centrifusion™ technology?

  Centrifusion™ is the combination of centrifugal force and the infusion of coffee through water. The machine rotates the capsule at up to 4,000 RPMS while water is injected into the capsule to extract all its aromas and obtain its distinctive, generous crema.

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• How is Vertuo different from other coffees such as filter coffee or instant?

  Vertuo will create a new high-quality coffee segment. The Vertuo system revolutionizes the way that coffee is brewed with its Centrifusion™ technology and a range of capsule that together allow for different coffee sizes from a large cup to espresso.
  Brewing a cup of coffee with Vertuo is very convenient and easy to use as it automatically recognizes the coffee blend being brewed at a touch of a button, and then adjusts extraction parameters to create the perfect coffee finished with a silky and generous crema.

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• What do the barcodes on the Vertuo capsules do?

  The Vertuo machine uses bar codes on the capsules to identify which coffee is being prepared. The machine reads the code to recognise the capsule and then adjusts the amount of water, speed of extraction and other parameters to prepare each blend and cup size in an optimal way.

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• Do the different extraction technologies in the various Vertuo machines change the taste of the coffee?

  The result in cup will always be similar from a Vertuo machine to another. You will find the same great taste and quality Nespresso coffees are known for.

  However, the different extraction technology used in Vertuo Next might result in some coffees having a more intense taste, while keeping the same aromatic profiles they are known for.

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• What is the price of Nespresso Vertuo capsules?

  Our Vertuo series offers coffee capsules made from high-quality specialty coffee beans, available in different cup sizes. The price per sleeve ranges from HKD 52 to HKD 113.

  *Prices are subject to change.

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• Why are some Vertuo capsules priced higher than Original capsules?

  The price of Nespresso Vertuo capsules reflects the innovative technology and the versatility that the machine offers in brewing multiple coffee preparations and varieties with the same, high quality in cup result. The sophisticated Vertuo capsules incorporate new technology, including a bar code on each capsule, which facilitates a product intelligent extraction system, allowing the machine to recognize each expertly developed coffee.

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• Why are there 6 different capsule sizes and cup volumes?

  The smallest size is Ristretto (25ml) and Espresso (40ml), followed by Double Espresso (80ml) and Gran Lungo (150ml) for medium-sized cups. The larger sizes include Signature (230ml) and XL (355ml). The Carafe Pour-Over Style coffee (535ml) is part of the special Extra-Large Extraction series. Each capsule size is tailored to deliver the perfect amount of coffee for a specific cup size, providing versatility and options for different preferences and brewing needs.

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• Can I use Original capsules in the Vertuo system?

  No. The Nespresso Original and Vertuo use different capsules, which interact with the systems in different ways. They are two separate lines that will appeal to different types of coffee lovers

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• What is the difference between an Original Lungo and a Vertuo Signature (230ml)?

  Both Original and Vertuo provide a high quality coffee that is larger than an espresso (40ml). However, thanks to the Centrifusion technology and the new range of Vertuo capsules, we can offer two coffees that are bigger than an Original Lungo: Gran Lungo, and Signature. This is alongside a cup size that is unique to Vertuo – the double espresso (80ml).

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• What does Nespresso Vertuo Welcome Offer include?

  We are pleased to extend you a special Welcome Offer to further enhance your ultimate coffee experience. As a new Nespresso member with a valid Nespresso machine registration, you may redeem a complimentary gift once while purchasing the following predetermined capsule assortment within your first 3 orders:

  Upon purchase 12-Sleeve Assortment(HK$961) you may receive a complimentary Vertuo coffee mug set and Double Espresso set or Lume Dispenser.

  Predetermined flavours (in sleeves, 1 sleeve contains 10 capsules):

  1 sleeve of Diavolitto
  1 sleeve of Altissio
  1 sleeve of Voltesso
  1 sleeve of Double Espresso Scuro
  1 sleeve of Double Espresso Dolce
  1 sleeve of Stormio
  1 sleeve of Odacio
  1 sleeve of Melozio
  1 sleeve of Half Caffeinato
  1 sleeve of Vanilla Custard Pie
  1 sleeve of Caramel Cookie
  1 sleeve of Hazelino Muffin

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• What is NESPRESSO & YOU?

  NESPRESSO & YOU is our new way of caring for you, with a series of benefits and rewards for all our members. Progress through the membership tiers to enjoy more benefits with us, either through your time with us (seniority) OR be accelerated up the tier by reaching the indicated consumption level.

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• How do I qualify for NESPRESSO & YOU?

  You are automatically enrolled into this program when you make a coffee purchase with your Nespresso account, directly from Nespresso Boutiques, Nespresso Online Boutique, Nespresso Trade Points, Mobile Application, or our Customer Service Hotline from 08:00am to 10:00pm.

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• How is consumption calculated?

  Only paid capsules purchased under your account directly from Nespresso account, directly from Nespresso Boutiques, Nespresso Online Boutique, Nespresso Trade Points, Mobile Application or our Customer Service Hotline are considered.

  If you joined Nespresso in March, your consumption (based on your purchase) will be calculated from March to February of the following year.

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• Are Vertuo capsules counted equally as Original capsules for consumption?

  Yes, all of your paid capsule orders from Original or Vertuo line are taken into account to define your membership tier.

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• What is seniority, and how do I maintain it?

  Seniority is the number of consecutive years that you have purchased Nespresso capsules, and starts from Year 0. To maintain your seniority, you will need to make at least 1 coffee purchase during each membership year.
  If you joined Nespresso in March, your membership year would be defined as March to February of the following year. Seniority resets when you have not purchased capsules for the past 12 months.

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• Where can I find my status?

  Log in to find your status in the 'My Member Status' section here. You can find more information on your membership, such as your current seniority and consumption levels, your current benefits, as well as how to upgrade to the next tier.

   

  You can also opt-in to our email communications to keep up-to-date with your membership status and benefits here.

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• When will my new tier be calculated?

  1. If you have upgraded your tier based on seniority, the changes will take effect at the start of your new membership year.
  2. If you have upgraded through the consumption level, your new status will be reflected 1 day after you receive your coffee order.
  3. All downgrades will happen at Anniversary month, excluding membership recalculation due to order cancellation.

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• What are my benefits as a Connoisseur, Expert, or Ambassador?

  For the list of benefits, you can visit here, or log in to find your status in the 'My Member Status' section here.

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• Can I keep the same Nespresso account number as I had before the launch of the NESPRESSO & YOU program?

  Yes, there is no change to your account details. The only difference is you now have a NESPRESSO & YOU tier status linked to your account.

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• Under what circumstances would I drop my NESPRESSO & YOU membership?

  You will drop out of the program if you have not purchased any coffee in the past 12 months of your membership year.

  Your status will reset to Connoisseur if you make a coffee purchase after the 13th month.

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• What are Nespresso Dining Privileges?

  This benefit is only available to Expert and Ambassador Members.

  We have collaborated with our restaurant and hotel partners to bring you unique offers when you visit them. For the latest information, please visit our page here.

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• What are Private Sales?

  This benefit is only available to Expert and Ambassador Members.

  Private sales of rare and exclusive coffees are made available exclusively to Expert and Ambassador Members.

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• How can I receive my Anniversary Reward?

  This benefit is only available to Ambassador Members.

  You will recieve a surprise gift upon any purchase within your Nespresso Anniversary month or the following 2 months thereafter. (e.g. If your Anniversary is in April, you will receive a surprise gift upon any purchase from April to June) . You will not be able to receive your reward if you do not place an order during this period. This reward is only available to be redeemed once a membership year.

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• Will my NESPRESSO & YOU benefits expire?

  You can enjoy these benefits as long as you remain in your membership tier. Other terms and conditions, such as the number of redemptions in each membership year and redemption period, still apply.

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• I have ordered 300 capsules, why haven't I received the descaling kit?

  The counting started with each Anniversary of membership and for paid capsules only (not the capsules you get for free). Each Member is entitled to maximum 1 free descaling kit in a membership year. On each Anniversary of membership, the number of capsules purchased is reset to zero and the counting of capsules restarts.

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• Why does my discount of HKD 60 on accessories not working?

  This benefit is only available to Expert and Ambassador Members.

  The discount will be automatically applied to the first eligible order during membership year. If it does not work, you may have used it already during your current membership year, or there may be other promotional accessories in the same cart. This discount is not valid for Aeroccino Collection Milk Frother, Food & Bites, items currently on sale or items priced equal to or below HKD 60.

  For more information, please contact us via our Customer Service Hotline 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm.

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• Why does my discount of HKD 500 on machines not working?

  This benefit is only available to Expert and Ambassador members.

  The discount will automatically apply to the first eligible order during membership year. If it does not work, you may have used it already during your current membership year. This discount is only valid for Gran Lattissima and Creatista Plus coffee machines.

  For more information, please contact us via our Customer Service Hotline 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm.

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• How do I register as a member?

  (Applicable to Nespresso mobile application)
  Please go to the "Account" and click on "Login." Then, click on "Create an account" and enter your personal information. After indicating whether you would like to receive our latest news and offers, your account will be successfully created, and you can proceed to "Quick Order" to purchase products.
  After registration, you can view your membership account number on the personal information page.

   

  (Applicable to Nespresso official website)
  Click on "Please log in to your account" in the top right corner of the page, then click on "Register now" and enter your personal information. After completing the information, your account will be successfully created. Please indicate whether you would like to receive our latest news and offers. Click on "Continue" and proceed to register your (new) coffee machine by selecting the machine model and entering the serial number, purchase date, and purchase channel. (If you prefer to do this step later, you can click on "Skip coffee machine registration".) You can then proceed to "Quick Order" to purchase products.
  After registration, you can view your membership account number on the personal information page.

   

  If you are unable to edit your account or receive related links, please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the live chat or email (club.hongkong@nespresso.com).

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• I already have a membership number. How do I register?

  (Only Applicable to Nespresso mobile application)

  Please go to "Account" and click on "Login." Then, click on "Create an account" and enter your personal information. After that, select "Yes, I have a Nespresso Club membership number" and enter your membership number to complete the registration.

   

  If you are unable to create an account with your membership number, please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the online chat or email at club.hongkong@nespresso.com.

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• I forgot my registered email address. What should I do?

  Please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the online chat or email at club.hongkong@nespresso.com.

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• I forgot my password. What should I do?

  If you have forgotten your password or would like to amend it, you can click on the link “forgot your password?”.
  
  This allows you to request a new password via email*.

  * Please note that the reset password link only valid for 72 hours.

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• I have not received my "I forgot my password" email. What should I do?

  This may indicate that you are not a Nespresso member yet. In this case, please click on "Register" and write down your personal information.

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• How can I change my email address?

  To change your email address, you need to log in to your account on the Nespresso official website. Click on "My Account" then "My Profile" to modify your personal information. You can enter your new email address there. Alternatively, you can also use the "Edit My Profile" within the Nespresso mobile application to change your email address.

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• Where can I find my membership number?

  Your Nespresso membership number is created when you place your first order via www.nespresso.com, when you have registered via Nespresso on the phone or in one of our Boutiques. Your membership 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.

  If you are unable to find your membership number, please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the online chat or email at club.hongkong@nespresso.com.

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• How can I change my address?

  You can amend your address via your online account. Once you’ve logged 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..

  Select the option “My personal Information” and click on "Change my address". 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 details and delivery address after you click on "Proceed to checkout". The delivery and invoicing address(es) are given at the top. You can click on the button "Edit" to amend an existing or "Choose another delivery address" to add a new address.

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• Code 0x-xxx

  An error has occurred in your account.
  Please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the online chat or email at club.hongkong@nespresso.com.

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• Code 711

  This code relates to invalid payment information regarding your credit card or debit card. Please verify your card information or contact Nespresso at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the online chat or email at club.hongkong@nespresso.com.

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• Code 743

  You are not registered on www.nespresso.com as residing in Hong Kong. Please click on the small flag in the bottom left corner of the window and select Hong Kong.

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• Code 766

  This code relates to payment information regarding your credit card or debit card. Please verify your card details or contact Nespresso at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the online chat or email at club.hongkong@nespresso.com, and our Coffee Specialists will be able to assist you.

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• Code 814

  The email/password which you have provided are not valid for the current store. You have registered your email address in another country.

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• What is the minimum order for free delivery?

  You can benefit enjoy Nespresso free delivery service with minimum HK$500 spent or benefit from free Pick-Up Point service (SF locker) upon spending HK$200 online.

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• What are the delivery options?

  Nespresso provides delivery service to Hong Kong and Macau areas.

   

  Hong Kong

  In Hong Kong, Nespresso's Express Delivery (Nespresso Your Time) service is available from 9am to 9pm daily, including public holidays. You can choose from 3 delivery time slots, up to 7 days in advance*:

  Choose from 3 delivery time slots *, up to 7 days in advance:

  • 9am – 1pm
  • 1pm – 5pm
  • 5pm – 9pm

  *Delivery time slots are subjected to availability and exclude No-Go zones.

  Availability varies subjected to changes under certain circumstances. You may select the available time slot as shown for your express delivery.  Please note that signature is required upon delivery. Re-delivery will be arranged at a later date if the first delivery is not successful.

   

  SF Locker pick-up points service (only available in Hong Kong)

  Choose “SF EXPRESS Pick Up Points” as delivery method and select any available pick up points. Your parcel will be ready for collection within 3 - 5 working days (subject to SF locker availability). Please follow the instructions in the SMS/SFHK App notification to pick up your parcel.  If parcel not being collected within 24 hours upon SF Express sent out SMS/ SFHK App pick up notification, there's SF retention service fee to be applied.

   

  Macau

  In Macau, Nespresso's Express Delivery (Nespresso Your Day) service is available from 09:00-18:00 from Monday to Saturday, excluding Sunday and Macau Public Holidays. You may select the delivery date up to 4 to 6 days in advance; or choose Standard Delivery service, which will arrive within 3-5 days.

   

  Availability varies subjected to changes under certain circumstances. You may select the available date as shown for your express delivery.  Delivery team will call the recipient in advance for prior delivery arrangement.  Besides, signature is required upon delivery. Re-delivery will be arranged at a later date if the first delivery is not successful.

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• What is the delivery schedule?

  In Hong Kong, any order placed after 5:00pm will be processed and delivered the next day.

  • 5pm – 9pm

  Order which are placed before 12pm can enjoy same-day delivery (choose 5-9pm time slot, subjected to availability).

   

  In Macau, you may select the delivery date up to 4 to 6 days in advance; or choose Standard Delivery service, which will arrive within 3-5 days.

   

  Should you have opted for HK- Express Delivery (Nespresso Your Time) / Macau – Express Delivery (Nespresso Your Day) service (within 24 hours), and should the parcel fail to be delivered as scheduled, please contact Nespresso service hotline at 8101 1007 (HK)/ 0800 846 (Macau) from 08:00am to 10:00pm, live chat or by email.

  Signature is required upon delivery. Re-delivery will be arranged at a later date if the first delivery is not successful.

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• What payment modes do you offer?

  Nespresso offers 2 payment modes:

  1. Credit card & Union Pay - Nespresso.com uses Secure Sockets Layer (SSL) software. This software is the industry standard and among the best software available today for secure online commerce transactions. It encrypts all of your personal information, including credit card number, name and address, so that they cannot be read as the information travels over the Internet.

  2. Cash upon delivery (Not available for Macau)

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• Can I trace my order?

  Yes, you can track your order by accessing "My Account" within the order confirmation email. **Please click here to track your order.

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• How can I obtain a receipt for my purchase?

  You can view and download a PDF version of the invoice in "My Orders" after the order processing is complete.

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• My order has not arrived. What should I do now?

  If you have been waiting longer than the agreed delivery time period, please contact Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm and our Coffee Specialists will be able to assist you.

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• How can I amend or cancel my order?

  If you wish to amend or cancel an online order, please contact the Nespresso service hotline at 8101 1007 - Hong Kong / 0800 046 - Macau (available from 8 am to 10 pm) and provide with your order number immediately.

  If the order has been processed and delivered before you contact Nespresso, we are not able to accommodate any cancellation or modification requests.

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• What should I do if my package is damaged?

  If you have received a damaged package, please contact Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau (available from 8 am to 10 pm) and our Coffee Specialists will provide you with the best possible solution.

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• How can I return goods?

  We will, at our discretion, accept returns or exchange of goods (excluding coffee & other consumables) within 7 days from the goods' receipt only if: (1) the product is damaged before receipt of the same by you, or (2) there is a discrepancy between ordering and delivery, and provided always that (i) such product is still in its original package, and (ii) is accompanied by the relevant original invoice issued within the same country. For food safety requirements, no refund or exchange will be given for consumables (e.g. coffee and sugar).

  For detailed information on Nespresso's returns conditions, please visit our Returns policy page.

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• Can I request to have the capsules delivered overseas?

  Unfortunately, you cannot request to have the capsules delivered to a location outside of Hong Kong. If you wish to have the capsules delivered overseas, you should use the Nespresso service available in the country where you want the capsules to be delivered. Click on the flag icon in the bottom left corner of the main screen to select the country with Nespresso service.

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• Can I have a product gift-wrapped by Nespresso?

  Gift wraping service is available at Nespresso Boutiques. For more information, please contact us via our Customer Service Hotline 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm.

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• What are the benefits of signing up for the EasyOrdering service?
  EasyOrdering allows you to receive your favourite coffee and selected accessories at the frequency and address of your choice to prevent you from running out of your favourite Grands Crus and to save you time and effort on placing an order when you need it. You can set up, modify or cancel your EasyOrder on the Nespresso website or mobile application, via phone at 8101 1007 (Hong Kong) / 0800 846 (Macau), or at any Nespresso boutiques.

   

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• Are there any hidden fees for signing up for the EasyOrdering service?
  There is no cost for creating, modifying and cancelling your EasyOrder. Your recurrent order can be set up via the Nespresso website or mobile application under My Account or via phone at 8101 1007 (Hong Kong) / 0800 846 (Macau)

   

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• What are my obligations for signing up for the EasyOrdering service?
  EasyOrdering is a service that allows you to setup automatic and recurring orders for your Nespresso products. There are no contractual obligations for continuing to use the EasyOrder service. You can easily create, modify or cancel any recurrent order through the EasyOrdering service by logging to the website or mobile application under My Account and accessing My EasyOrders.

   

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• How will I know when my order will ship?
  You will be notified three days prior to the shipment of your following EasyOrder via email. If you wish to modify the delivery address, selected items and quantities as well as delivery and payment information after receiving our email, you can still change this until midnight the day before your order is shipped (eg: 11:59 PM on January 3 for an order shipping on January 4)

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• How do I modify or cancel my EasyOrder?
  All information relevant to your EasyOrder such as next scheduled date, delivery address and payment can be found on the website or mobile application after logging in under My Account under My EasyOrders.

   

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• What are the shipping fees for an EasyOrder?
  Enjoy free delivery with minimum HKD 500 spent. Delivery fee of HKD 50 applies for all other orders.

   

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• Why do I not see Nespresso Your Time delivery method in my EasyOrder setup?
  Nespresso Your Time delivery mode is not available for EasyOrder. Please select Standard Delivery where your order will be delivered will be delivered within 2 days between 9am to 9pm.

   

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• Do I benefit from promotional activities by signing up for EasyOrdering?
  All Members can benefit from Nespresso promotions for which they are eligible. However promotional items are not available for ordering via the EasyOrder service such as gift with purchase with specific quantity of coffee purchased, limited time product discount etc. We recommend you place a separate order to benefit from the promotion. If you are overstocked on your Nespresso coffee, you may then choose to adjust your next shipment date.

   

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• Is Limited Edition coffee available via EasyOrder?
  Limited Edition coffees are not orderable via EasyOrder as product stock is available in limited quantities. To order a Limited Edition coffee, we recommend you place a separate order. If you are overstocked on your Nespresso coffee, you may then choose to adjust your next shipment date.

   

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• I do not see Nespresso machines or all of the Nespresso accessories? How do I order these as part of my service?
  The EasyOrdering service is only available for Nespresso coffees as well as frequently used accessories such as sugar and Recycling Bag. We encourage you to place a separate order for Nespresso machines and accessories that are typically ordered in a lower frequency.

   

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• Why is Nespresso going paperless for invoices?

  Sustainability is at the heart of our business, we are taking small steps to go paperless. We have launched a new PDF e-invoice function on our website that allows our customers convenient access to their order invoices at any time. Thank you for joining us on this journey.

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• How do I retrieve my e-invoice?

  Login to your account and click on "My Orders" under the "My Account" menu. You will see a PDF icon in the electronic invoice column next to each order in the order list. Click on the PDF icon to view and download the invoice.
  Please note that this feature is currently only available on the website (both desktop and mobile versions). Mobile application does not support this feature.

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• Are e-invoices available on both your website and app?

  This feature is currently only available on the website (both desktop and mobile versions). Mobile application does not support this feature.

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• Why am I automatically enrolled to receive e-invoices?

  Sustainability is at the heart of our business, and we are taking small steps to go paperless. Thank you for joining us on this journey.

  You may use the PDF e-invoice function on our website for convenient access to your order invoices at any time.

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• Can I get e-invoices for orders placed before the launch of this e-invoice service?

  Unfortunately, e-invoices will not be retroactively made available for orders placed before the launch of this service. E-invoices will only be available for orders placed after this e-invoice functionality was introduced.

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• I see I can get my invoices in PDF, but I can't access the invoices older than date the feature deploys in the market.

  PDF invoicing is a new feature on our website. The possible reasons you can't access the invoices older than date we launched this feature on our website could be because:

  Prior to this date, you may contact Nespresso service hotline at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by live chat or email to request a duplicate of past invoices that we haven't launched this new feature.

  You have not activated PDF invoicing in your account. You can do so by going to the "Contact Preferences" section of your web account, and activating the PDF invoicing option. Please take into account that this will enable you to receive future invoices in PDF format, and for past invoices you can call Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by live chat or email.

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• I tried to download the invoice but received a message saying that the invoice of this order is not available online.

  This could be due to various reasons. For instance, it could be that the order was not invoiced, or you may have opted out of receiving e-invoices.
  Please contact Nespresso service hotline at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by live chat or email.

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• I am trying to download an e-invoice but instead of the PDF icon, a “Pending” status is being shown.

  This could be due to the pending status of your order. Please contact Nespresso service hotline at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by live chat or email.

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• How do I opt-out of receiving e-invoices?

  Login to our website. Under “My Account” > “Contact Preferences” > “PDF Invoicing “, you may uncheck the box and save your changes. This will opt you out of receiving e-invoices.

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• I opted out of receiving e-invoices. Can I opt-in again?

  You may opt-in again to start receiving e-invoices. Under “My Account” > “Contact Preferences” > “PDF Invoicing “, you may check the box and save your changes. Do note that e-invoices will not be available for the time periods where you were opted out of receiving e-invoices.

  Thank you for joining us on this journey to go paperless.

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• How does Nespresso recycle the capsules?

  For many years, Nespresso has been supporting sustainable development initiatives by selecting the best coffees grown and harvested in sustainable farms and agricultural communities. Recycling its capsules is a logical and key step in the company’s approach to sustainability.

  Nespresso coffees are packaged in capsules made of aluminium, a material that best protects the freshness of the ground coffee and can be recycled infinitely. All components of the Nespresso capsule are recyclable: not only the aluminium, but also the coffee grounds. These two components are separated before being processed. To be recycled, aluminium is simply re-melted. This process requires very little energy, results in no loss of weight or quality, and can be repeated infinitely.

  In Hong Kong, the coffee grounds are composted and used as fertilizer for local farms.
  For more information about Nespresso's recycling and sustainability efforts, please visit "The Positive Cup" website: https://www.sustainability.nespresso.com/

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• How can I recycle my capsules?

  To recycle your used Nespresso capsules, take them to the nearest Boutique or hand over your used capsules to the deliveryman delivering your order.

  To find out about sustainability and recycling in Hong Kong, click here.

  **As of April 1, 2015, Plastic Shopping Bag Charging has been fully implemented. Effective from December 31, 2022, each Nespresso capsules recycling bag costs HK$1.

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

  Please visit the Nespresso Assistance video page, where we provide a step-by-step Nespresso Assistance Service guide on each machine.

  For any further information on your machine, please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the live chat or email (club.hongkong@nespresso.com).

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• Where can I find a manual for my machine?

  You may download the machine user manual here, or contact Nespresso at please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the live chat or email (club.hongkong@nespresso.com).

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• How long is the Nespresso warranty?

  In Hong Kong, we provide a two-year warranty period for all coffee machines and Aeroccino milk frothers, starting from the date of purchase. Customers must present the receipt for verification.

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• Where can I find my machine's serial number?

  The serial number of the Nespresso coffee machine can be found on the packaging box and the bottom of the machine. You can find the product serial number (consisting of 19 alphanumeric characters) in the following locations:
  • On a removable sticker on the drip tray
  • On a removable sticker on the bottom of the coffee machine
  • On the packaging box of the coffee machine

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• My machine broke down. How can Nespresso assist me?

  If you believe your Nespresso machine is defective, please contact Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by email for technical assistance or instructions on how to proceed with a repair.

  Our trained machine specialists are qualified to carry out a full diagnosis by phone as soon as you call them. If appropriate, they will advise that you opt for the Nespresso Assistance Package, which includes:
  
  - The collection of your Nespresso machine from your home or an address of your choice (excluding outlying island areas)
  - The loan of a Nespresso machine for the repair period (subject to availability)
  - The repair of your Nespresso machine and a full check of its components
  - The return of your Nespresso machine to the same collection address
  - Repaired parts will be warrantied for the unexpired portion of the original warranty or six months, whichever is greater.
  
  *Please note:

  During the warranty period, Nespresso will either repair or replace, at its discretion, any defective product at no charge to the owner. Replacement products or repaired parts will be warrantied only for the unexpired portion of the original warranty or six months, whichever is greater. This limited warranty does not apply to any defect resulting from negligence, accident, misuse, or any other reason beyond Nespresso’s reasonable control, including but not limited to: normal wear and tear, negligence or failure to follow the product instructions, improper or inadequate maintenance, calcium deposits or descaling, connection to an improper power supply, unauthorized product modification or repair, use for commercial purposes, fire, lightning, flood or other external causes. This warranty is valid only in the country of purchase or in such other countries where Nespresso sells or services the same model with identical technical specifications. Warranty service outside the country of purchase is limited to the terms and conditions of the corresponding warranty in the country of service. A flat fee is applied if the Nespresso machine is no longer under warranty.

  You may also visit the Nespresso Assistance video page, where we provide a step-by-step Nespresso Assistance Service guide on each machine.

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• How much does a repair cost?

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

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• Can I trade in my machine?

  This program is currently not offered by Nespresso Hong Kong.

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• I found coffee grounds in my cup. Is this normal?

  If the coffee capsule is damaged (before or after extraction), it may result in coffee grounds in the cup. Please check the capsule for any damage when inserting or removing it. If there is damage, clean the coffee machine system and identify any issues such as:
  • Whether the used capsule container is full
  • Whether there is a capsule blocking the capsule cage
  • Whether there is a capsule blocking the extraction chamber
  • The coffee extraction system may have been opened too early (during extraction or immediately after completion). Please wait for the brewing process to complete and for the coffee button light to remain on before opening the system.
  If you need further assistance regarding your coffee machine, please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the live chat or email (club.hongkong@nespresso.com).

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• 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.

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• 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 2 times a year. The harder the water is in the area where you live, the more often you will need to descale your Nespresso machine. Water residue and limescale can accumulate within the system. This may not only affect the temperature, flow and quality of your espressos, but also shorten the life of your machine.

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• Where can I purchase a descaling kit?

  The descaling kit is available for purchase at a retail price of HKD 135 (two packs). You can directly purchase it by clicking here or visit Nespresso boutiques or call the service hotline at 8101 1007 (available from 8 am to 10 pm) for assistance with ordering.
  Nespresso Hong Kong boutique addresses:
  • Nespresso IFC Mall Boutique Shop 1058, IFC Mall, 8 Finance Street, Central
  • Nespresso Festival Walk Boutique Shop LG2-70, Festival Walk, 80 Tat Chee Avenue, Kowloon Tong
  • Nespresso YOHO Mall Boutique Shop 1056, YOHO Mall Phase 1, 8 Long Yat Road, Yuen Long
  • Nespresso Airside Boutique Shops 219 & 224, Airside, 2 Cheong Tat Road, Kai Tak, Kowloon
  • Nespresso apm Boutique Shop UC-20, apm, 418 Kwun Tong Road, Kwun Tong, Kowloon
  • Nespresso Elements Boutique Shop 1089B, Elements, 1 Austin Road West, Kowloon

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• I have purchased a descaling kit for another type of Nespresso machine. Can I use it anyway?

  The fluid in our descaling kits are 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.

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• How do I request a descaling reminder?

  You can activate the descaling 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.

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• Can I bring my Nespresso machine abroad?

  The Nespresso machine range is specifically designed to meet precise power regulations for each geographical region. The machines sold for Hong Kong operate on 220-240V, 50/60Hz only. When using a machine with these specifications in another country, or vice versa, there is no guarantee that it will operate properly. Machines can be irreparably damaged when used in foreign countries.

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• There is no water coming out of the coffee outlet of my Original machine. 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. This most often occurs when the tank runs empty or after a period of non-use.

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

  For Citiz, Pixie, Inissia, U and Lattissima machines: 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 machines with steam arms: Activate the steam/hot water function. The lower pressure this function operates with allows the air to be released with greater ease.
  For any further information on your machine, please contact Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by email/ live chats.

  You may also visit the Nespresso Assistance video page, where we provide a step-by-step Nespresso Assistance Service guide on each machine.

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• How do I programme the cup size of my Original machine?

  If your machine is automatic (Pixie, Inissia, Cube, CitiZ, Lattissima, Concept, Essenza or U models), you can programme the size of both small and large cups as required. To do so:
  - Place a coffee cup under the coffee valve.
  - Press the ‘small’ (or ‘lungo’) cup key without releasing the pressure.
  - Release the key once the quantity in the cup is right. It has been programmed.

  For any further information on your machine, please contact Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by email/ live chats.

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• My Original 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.
  For Essenza/Cube/Citiz/Pixie/Inissia/Lattissima lines: 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 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.

  You may also visit the Nespresso Assistance video page, where we provide a step-by-step Nespresso Assistance Service guide on each machine.

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• My machine switches itself off after a while.

  Our Original coffee machines have an Energy Saving Mode, which automatically shuts off the machine after a period of inactivity to reduce power consumption.

  Pixie/ Essenza mini/ Inissia / Citiz/ U/ Prodigio: The default setting for these machines is to automatically shut off after 9 minutes of inactivity. You can change it to 30 minutes.
  Expert/ Lattissima Touch/ Gran Lattissima/ Lattissima Plus: The default setting for these machines is to automatically shut off after 9 minutes of inactivity. You can change it to 30 minutes, 2 hours*, or 8 hours. *Expert machine has an additional option to set the automatic shut-off to 2 hours.
  Lattissima One: The default setting for this machine is to automatically shut off after 9 minutes of inactivity. You can change it to 2 minutes and 30 minutes.
  Citiz Platinum/ Essenza Plus: The default setting for these machines is to enter the energy-saving mode after 2 minutes of inactivity and automatically shut off after 9 minutes of inactivity.
  Creatista Plus: The default setting for this machine is to enter the energy-saving mode after 2 minutes of inactivity and automatically shut off after 10 minutes of inactivity.
  Atelier: The default setting for this machine is to automatically shut off after 9 minutes of inactivity. You can change it to 3 minutes and 3 hours.
  If you need further assistance regarding your coffee machine, please call Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or email/ live chats with us for further assistance.

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• Can I change the brewing volume of the Nespresso Vertuo machine?

  The brewing system of the Nespresso Vertuo machine is precisely designed to deliver the perfect flavor for each coffee. The Nespresso Vertuo machine features an intelligent brewing system that can recognize different premium coffee capsules and automatically adjust the brewing parameters, including water temperature, flow rate, water volume, and infusion time, to create the perfect rich and aromatic coffee experience. The combination of exceptional coffee and the perfect brewing method creates a harmonious and enjoyable cup of coffee. Therefore, the brewing settings on the Nespresso Vertuo machine cannot be manually changed as they are optimized for each specific coffee blend.

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• What are the usage and maintenance instructions for the Vertuo coffee machine?

  Before using the coffee machine for the first time, please read the safety precautions carefully. Keep the instructions in a place where you can easily find them for future reference. Set the water hardness to soft water (via the connectivity feature) after the first use or resetting to factory settings. Refill the water tank with fresh room temperature drinking water, and do not use hot water. Ensure that the system is fully locked and do not open it during operation. Remove the capsule immediately after brewing coffee. Water may accumulate in the top of the machine, so wipe visible parts with a clean, dry cloth. To ensure hygiene, do not reuse used coffee capsules. Empty and clean the capsule container and drip tray daily. As the number of extractions increases, coffee residue may become more stable.

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• How do I clean my Vertuo coffee machine?

  We recommend cleaning your coffee machine every 2 weeks to 1 month.
  Place a container with a capacity of at least 1 liter under the coffee outlet and add 800 ml of fresh drinking water to the water tank.
  For detailed cleaning instructions, please refer to the "Cleaning" section in the coffee machine user guide or watch the coffee machine maintenance tutorial video.

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• How do I reset the cup size on my Vertuo coffee machine?

  If you have a Vertuo series machine (Vertuo Lattissima, Vertuo Next, and Vertuo Pop), you can reset the cup size according to your preference. Here's how:
  Fill the water tank and insert a capsule into the top of the machine.
  Press the top of the machine and while pressing, lower the lever to the locked position, then place your coffee cup under the coffee outlet.
  Press and hold the coffee button. Release the button when the desired cup size is reached. The machine is now programmed with the new cup size. *Once the cup size for the capsule is set, it will be used for all subsequent brews.
  If you need further assistance regarding your coffee machine, please call our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), or reach out to us through the live chat or email (club.hongkong@nespresso.com).

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• Does my Vertuo coffee machine have an automatic shut-off feature?

  The default setting for the coffee machine is to automatically shut off after 2 minutes of inactivity. However, you can change it to 5 minutes.
  If you need further assistance regarding your coffee machine, please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), reach out to us through live chat, or email us at club.hongkong@nespresso.com.

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• What can I do if there is no water coming out of the coffee outlet on my Vertuo coffee machine?

  If you press a coffee button but no water comes out of the coffee outlet, it is likely due to either an empty water tank or air bubbles blocking the system, especially if the machine has not been used for a while.
  If you are using a Vertuo series machine, please follow the cleaning instructions provided in the machine's user guide.
  If you need further assistance regarding your coffee machine, please call our service hotline at 8101 1007 (available from 8 am to 10 pm) or email us at Nespresso for further assistance.
  You can also visit the Nespresso machine assistance page page to access detailed tutorials for various machine models.

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• Why is the ring light on my machine blinking orange and white alternatively 3 times and then steady on?

  All Vertuo coffee machines have a descaling reminder. We recommend descaling the machine once every 3 months or after brewing 300 capsules (whichever comes first). In addition to the descaling reminder, you can also check the descaling status of your machine in the Nespresso mobile app. Descaling is important as the machine can accumulate limescale over time, which can affect the flow rate, temperature, and overall brewing performance of the coffee.

  We recommend descaling the machine regularly. You can order a descaling kit from Nespresso boutiques, the Nespresso online store, Nespresso retail partners, the app, or the customer service hotline (available from 8 am to 10 pm). One descaling kit is sufficient for two descaling cycles. For more information, please click here.

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• Why is there no crema when I extract a coffee with my Vertuo machine?

  This may be observed within the first few extractions and it is because the extraction technology used in Vertuo Next is designed to ensure a smoother and more indulgent appearance overtime after a few extractions. Thereafter, the crema will be smoother and indulgent after these initial extractions.

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• My Vertuo machine 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 connected with 2.4 Ghz Wi-Fi and the signal is strong.
  3. Launch the Nespresso App, tap the machine icon, and select the box that says “Connectivity”.
  4. The Nespresso App will search for Wi-Fi networks. If none are detected, select “Refresh” at the bottom of the screen.
  5. If the machine powers off, be sure to turn it back on (it powers off after 2 minutes of inactivity).
  6. If no Wi-Fi networks are located, close the Nespresso App, make sure the machine is on and repeat from step 3 above.
  7. Once your Wi-Fi network is located, select it and enter your password and tap connect.
  8. Once the connection is successful, select OK.
  9. Under Connectivity the machine should say “Connected."

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

  1. Login to your Nespresso.com account and delete the Vertuo machine 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 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. Quickly press the button 5 times in 3 seconds. The button will blink 5 times orange and then will change to steady white.

  4. Now you can pair the machine again.

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• What should I do if my Vertuo coffee machine has abnormal blinking during use?

  Different blinking patterns on the Vertuo coffee machine indicate different meanings. You can click here to view the blinking summary for troubleshooting steps.
  If you need further assistance regarding your coffee machine, please contact our service hotline at 8101 1007 (Hong Kong) / 0800 846 (Macau) (available from 8 am to 10 pm), reach out to us through online chat, or email us at club.hongkong@nespresso.com.

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• How should I maintain my Aeroccino?

  Please clean the Aeroccino after each use. Rinse it with cold water and use a soft cloth for cleaning. Never use aggressive cleaning materials because the teflon-cover could be damaged.

  1. It is necessary to clean the bottom of the jug after each single preparation to avoid the problem of milk remaining and making it impossible to clean the bottom of the jug (persistent milk deposit).

  2. The milk remainders can become odorous. It is necessary to clean the bottom of the jug after each single preparation with a damp cloth to avoid the problem.

  If you are using the Aeroccino 3 milk frother:
  Clean the Aeroccino 3 milk frother with a damp cloth. Do not use a dishwasher or immerse the jug in water for cleaning. Do not wet the bottom of the jug where the electrical plug is located. Please refer to the user manual for instructions on initiating the cleaning cycle and repeat the cleaning process when necessary.

  If you are using the Aeroccino 4 milk frother:
  Dishwasher cleaning: Place the cup, lid, lid seal, whisk, and spring (excluding the base) in the dishwasher for cleaning. The dishwasher temperature should not exceed 70°C.
  Handwashing: Use a mild detergent to clean the inside of the jug, lid, lid seal, whisk, and spring. Rinse with warm/hot water. Use a damp cloth, non-abrasive soft sponge, or paper towel to thoroughly remove any milk stains from the inside of the jug.

  If you need further assistance with the Aeroccino milk frother or have any other inquiries regarding the frother (including maintenance and repairs), please call our service hotline at 8101 1007 (available from 8 am to 10 pm) or contact Nespresso directly via email. Our coffee specialists will be happy to assist you.

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• Aeroccino Troubleshooting: Burn marks

  The burn marks you are experiencing are a build-up of milk proteins over the heating element. These will need to be removed in order to avoid further complications with your Aeroccino. Avoid pouring syrups, sugar, cocoa powder, or any additives directly into the Aeroccino milk frother, as this may damage the protective coating inside the cup. The following steps are recommended:

  - Use a Teflon-safe (or non-stick) scourer on the inside surface of your Aeroccino to remove the burnt patches of milk.
  - Clean the inside of your Aeroccino, as above, after every use.
  - Ensure that the inside of your Aeroccino remains free from any scratches or permanent marks.

   

  If you require further support for your Aeroccino, or any other machine-related matters (including warranty claims), please contact Nespresso directly via our service hotline 8101 1007 from 08:00am to 10:00pm or email from our website. Our Coffee Specialist will be happy to assist you.

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• Aeroccino Troubleshooting: Whisk(s) not spinning

  Nudge the whisk slightly; it might be that the magnetism stopped for a short time. Check the function of the other whisk if it's working.

  Rinse the inside of the jug and the whisk with cold, running water and make sure to wipe them down with a damp, non-abrasive sponge or paper towel, to remove the milk residue after each use.
  
  For the Aeroccino 3, check that the ON-OFF button is ON (the red LED light is lit).
  If you require further support for your Aeroccino, or any other machine-related matters (including warranty claims), please contact Nespresso directly via our service hotline 8101 1007 from 08:00am to 10:00pm or email from our website. Our Coffee Specialist will be happy to assist you.

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• Aeroccino Troubleshooting: Milk not frothing

  This is evident when there are little to no air bubbles after an attempted cycle of milk using an Aeroccino with the desired whisk attached. Your Aeroccino comes with 2 different whisks attachments: one to heat milk (without spring), the other to heat and make foam milk (with spring). To create more milk foam, please use the whisk with spring when heating your milk.
  The amount of froth produced by the milk depends on the amount of protein present in your milk of choice. The protein content can vary between batches of milk, meaning that one bottle of milk may produce a different level of froth to another. This can also vary seasonally, most notably during the warmer months.
  The most effective solutions are to:
  - Ensure your Aeroccino is functioning correctly - the whisks spin, the milk heats and the red light does not flash.
  - Ensure that you are using chilled whole or semi-skimmed fresh milk (around 4-6°C) for optimal froth.
  
  If you require further support for your Aeroccino, or any other machine-related matters (including warranty claims), please contact Nespresso directly via our service hotline 8101 1007 from 08:00am to 10:00pm or email from our website. Our Coffee Specialist will be happy to assist you.

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• Aeroccino Troubleshooting: Flashing red light

  If the red light on the Aeroccino milk frother is continuously flashing and the heating stops before completion, it indicates that the frother has detected a rapid heating speed. Here are the main causes and solutions:
  Immediate reuse after using the Aeroccino milk frother: The Aeroccino milk frother has a temperature control safety feature. If the temperature is too high, it will stop spinning and heating to prevent overheating and fire. If you want to use it again, rinse it with cold water, clean it thoroughly, and wait a moment for it to cool down.
  Milk residue in the Aeroccino milk frother: After each use of the Aeroccino milk frother, it is important to clean it thoroughly. If there is milk residue left behind, the temperature may rise too quickly, causing the frother to stop spinning and heating prematurely. We recommend using a non-abrasive or easy-to-clean cloth to clean the interior of the jug, lid seal, lid, whisk, and spring, and rinse with warm/hot water. Properly clean the whisk to keep the frother in optimal condition.
  If you need further assistance with the Aeroccino milk frother or have any other inquiries regarding the frother (including maintenance and repairs), please call our service hotline at 8101 1007 (available from 8 am to 10 pm) or contact Nespresso directly via email. Our coffee specialists will be happy to assist you.

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• Aeroccino Troubleshooting: Milkfroth is of low quality

  Please check the milk you are using: it should have a fat content of 1.5%, be stored at a low temperature (around 4-6°C), and be used within a maximum of 2 days.
  A 50% froth and 50% warm milk ratio is considered normal.
  If you need further assistance with the Aeroccino milk frother or have any other inquiries regarding the frother (including maintenance and repairs), please call our service hotline at 8101 1007 (available from 8 am to 10 pm) or contact Nespresso directly via email. Our coffee specialists will be happy to assist you.

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• Aeroccino Troubleshooting: Aeroccino overflowing

  The Aeroccino is a thermostatic (temperature-sensitive) device which automatically powers off after reaching a set temperature. It does not detect the amount of froth being produced in the jug. As the Aeroccino is designed to heat the jug and rotate the whisks, it is functioning properly.
  Be sure that you used the correct max fill line and the correct whisk. When using the frothing whisk, which has a coil for cappuccinos and macchiatos, fill milk to the lower maximum fill line. When using the hot milk whisk for lattes, you can fill it to the higher maximum fill line.
  Different brands and types of milk will produce different qualities/quantities of froth. Milk quality fluctuates throughout the year, so the same brand and fat content may produce a different froth in the spring than it does in the winter
  If your Aeroccino begins to overflow, you can safely remove it from its base without damaging the device.

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• Aeroccino Troubleshooting: Milkfroth is not hot enough

  Please note that the Aeroccino is designed to warm the milkfroth to the temperature of 60 to 70 degrees only for optimal results.
  If you require further support for your Aeroccino, or any other machine-related matters (including warranty claims), please contact Nespresso directly via Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or email/ live chats from our website. Our Coffee Specialists will be happy to assist you.

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• Aeroccino Troubleshooting: Cannot turn 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.
  - The Aeroccino might be overheated. Please fill it up with cold water or ice cubes and wait for 30 minutes.
  - Using the Aeroccino again immediately after first use: The Aeroccino has a safety thermostat that stops the spinning and heating of milk if the temperature is too high. This is to prevent it from burning out. It must be rinsed with cold water, cleaned and allowed to cool before using again.

  
  If you require further support for your Aeroccino, or any other machine-related matters (including warranty claims), please contact Nespresso directly via Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or email/ live chats from our website. Our Coffee Specialist will be happy to assist you.

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• There is a change in the coffee taste of my capsules.

  To maintain the optimum temperature, flow and quality of your coffee, we recommend that you descale your machine regularly - after every 400 to 600 capsules or at least 2 times a year. Nespresso offers a cleaning kit that has been especially designed for the Nespresso system and its components.

  Please contact Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by live chat or email if you need further assistance.

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

  Please contact Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by live chat or email. Please have the relevant packaging on 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.

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• Will Nespresso provide fair trade coffee?

  At Nespresso, we believe that each cup of coffee can represent more than just a moment of enjoyment; it can also be a force for protecting the environment, conserving resources, and contributing to society.

  The goal of the Positive Cup program is to bring positive impact to the world through the coffee we produce. The Nespresso AAA Sustainable Quality™ program has a positive impact on the future of farmers.

  We are long-term global partners with Fairtrade International and Fairtrade USA. We operate with a sustainable business model and are committed to upholding this purpose. Nespresso takes responsibility in promoting a sustainable coffee economy, from the coffee bean to the coffee-making process, by adhering to sustainable principles.

  The Positive Cup program sets ambitious goals, focusing on coffee sourcing and social welfare, aluminum production, use and disposal, and combating climate change.Achieving an A rating in Circulytics™

  For more information, please visit https://www.sustainability.nespresso.com/.

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• How can I submit a sponsorship request?

  If you would like to establish a partnership with Nespresso, you can contact Nespresso by calling Nespresso at 8101 1007 - Hong Kong / 0800 046 - Macau from 08:00am to 10:00pm or by email at club.hongkong@nespresso.com. You are advised to provide all the information concerning the project straight away, including:
  
  - 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, target audience, etc.
  
  Should there be a potential for collaboration with Nespresso, we will be in touch with you.

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