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• I am dissatisfied and have a complaint. How can I get in touch with Nespresso about this?

  We are sorry that you are not satisfied with an experience with Nespresso or a Nespresso product.
  We would like to get in touch with you to find a solution together.Please fill in the contact form and include the reference “complaint” as the subject. With this reference, your complaint will be immediately forwarded to our specialized customer service team. This team will deal with your complaint no later than the next working day and will contact you.Should you have had previous contact with our customer service regarding the subject of your complaint, the specialized team will first carefully review the contact history. The contact form allows them to gather this information and formulate a solution before contacting you.

  Do you only want to make a report? Please mention this in the complaint form. We appreciate your feedback, because by reporting your complaint you enable us to improve our products and services.

  If you do not agree with the solution or if we cannot reach a solution together? Then you can submit your complaint to the Dispute Commission via the European ODR Platform or to the Dispute Commission.

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• I want to change my Credit Card information in my account. How do I do this?

  You can change your Credit Card details yourself through your account. Log in with your Nespresso login and then click on 'My check-out preferences'. Here you can enter the new Credit Card details.

  Do you have a Nespresso Subscription? Change your Credit Card details yourself through My Account > My Nespresso Subscription. At the bottom of the page you will find you paymentmethod and instructions on how the change your payment details.

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• How do I request a new password?

  You can request or change your password on our Nespresso website or via the application. When logging in you will be given the option "Forgot your password?". You will then receive an e-mail with which you can set a new password.

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• Where can I find my customer number?

  You can find your Nespresso customer number by logging in with your personal details on our Nespresso website or in our application. On the website you will see the customer number immediately after logging in under 'My Account'. You can see it in the app under 'Personal data'.

  Can not access your account? Then you will find your customer number on every invoice you receive from us.

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• How to notify Nespresso of a death?

  Our sincere condolences for your loss. We understand that this is a difficult time for you, and we would like to support you in handling the Nespresso account of the deceased. To ensure a smooth process, we kindly ask you to fill out the form below and send it to us.

  Deceased's Personal Information:

  • Name of the deceased:
  • Customer number (if known):
  • Address of the deceased:
  • Phone number of the deceased:
  • Email address of the deceased (if known):

  Your contact Information:

  • Your name:
  • Your relationship to the deceased:
  • Your phone number:
  • Your email address:

   

  Please fill out this form and send it to our email address designated for next of kin: nabestaandedesk@nespresso.com

  Once we receive your form, we will contact you as soon as possible to discuss further steps and provide assistance in handling the Nespresso account of the deceased.

  Once again, our sincere condolences, and we are here to help you during this difficult time.

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• I want to delete my account. How do I do this?

  What a pity you want to delete your Nespresso account. If you have multiple customer numbers, we can link them for you. That way you do not have to delete your account(s).

  Do you still decide to delete your account? You can do this yourself in the Nespresso app by clicking on 'Account' and then scroll all the way down to 'Delete my account'.

  Not quite there yet? Our coffee specialists will be happy to help you. They can be reached via the toll-free number 0800 022 23 20.

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• How can I change my personal details in my account (such as e-mail address or house address)?

  You can change your personal details in your Nespresso account. First enter your e-mail address and password and then click on the “My Account” button. You can then access your account, where you should click on “My Personal Data”. You can edit all your personal details here. By selecting the “Edit my data” option, you can make the desired changes.

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• How do I return products?

  You can revoke the agreement within 14 days of receipt. If you bought your machine from one of our partners (such as Bol.com, Mediamarkt, Expert, etc.), it must be returned to the partner where you bought your machine.

  If you are returning a machine to us that you purchased from one of our partners, we will send your machine to Wecycle for recycling upon arrival at our Warehouse. In that case we cannot offer you a refund for the purchase price of the machine.

  Please return it in unused, good condition and, if reasonably possible, in its original packaging. Please include your proof of purchase and return form with the return shipment.

  If you are unable to print out the return form, please write the following information clearly on paper and place it on top of the products in the return shipment.

  - Customer number
  - Order number
  - Name
  - Address
  - Reason for return

  You can drop off your return at the nearest pickup point; you can find the pickup points via this link. Please make sure you keep the proof of return and the Track and Trace.

  Once the package reaches us or when you have notified us of the dissolution, the amount due will be transferred to you as soon as possible but at the latest within 14 days. If you still have an outstanding invoice with us, we will automatically offset the credited amount against your outstanding invoice.

  Please note: always contact us first when:

  - There is a quality problem with one of our products.
  - You want an exchange.
  - You live in the Netherlands Antilles.
  - You want to return a machine for recycling upon delivery of a new machine.

  Did you return your items and did you choose as payment method 'Klarna'? Do not forget to set your items to 'return' within the Klarna environment. Your invoice will then be paused. This allows time for the store to register your return and update your invoice accordingly. How to do this can be found here.

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• I have placed an order. When will I receive my order confirmation?

  It can take up to 24 hours before you receive an order confirmation. If you have not received an order confirmation 24 hours after placing your order, we recommend that you place another order.

  If you have already paid for your order, we will refund your payment within 5 business days.

  Did you place your order by phone? Then you will not receive an order confirmation. In that case we advise you to wait for the shipping confirmation.

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• What payment methods are available when I place my order by phone?

  If you are unable to place your order through our website or the Nespresso app, we can also place the order for you over the phone or via chat.

  When you place an order with us by phone or chat, we will send you a payment link via email. Once you have made the payment via the link, your Nespresso order will be shipped as soon as possible.

  It is not possible to order on account by phone.

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• I am receiving an error message when placing an online order. What should I do?

  If you receive an error message while placing an order, it's best to contact our coffee specialists on the toll-free number 0800 022 23 20. Please note the error code and state which Internet browser you are using and whether you are using the mobile app or website.

  Our coffee specialists will assist you in placing the online order or will place the order for you over the phone right away if possible.

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• Why am I unable to complete my order? (Code 320)

  Error code 320 indicates that a problem has occurred while processing your credit card payment. Please check the credit card details you have entered and try again. If the problem continues, you should select a different payment method.

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• Why can’t I log in?

  At this point, we see that our customers are experiencing more login problems than we would like. We are doing everything we can to resolve this problem as soon as possible. In the meantime, do you need our help with placing an order? Please contact us and we will try to help you as soon as possible.

  When experiencing Code 102 and Code 814 this could mean that the e-mail address or password you have entered is not correct. If you are not certain which e-mail address is linked to your account, you can contact our coffee specialists on our free telephone number 0800 022 23 20. You can reset your password at nespresso.com, using the link 'forgotten password'.

  Code 703 indicates that you are unable to access your account temporarily due to a possible payment problem.

   

  Sometimes it may help to try it in a different internet browser and to delete the cookies.

  If this doesn't help, you can contact our coffee specialists on our free telephone number 0800 022 23 20.

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• I received my order. Where can I find the packing slip?

  Nespresso works with digital invoices. This saves a lot of paper every day. We send them by e-mail to the e-mail address we have on file.

  If you feel that you have not received your invoice by mail, please check your 'Unwanted mail/ Spam' folder. It may have ended up there.

  You can also find and check all your recent purchases in your Nespresso account. When you log into our website or app with your personal details, you can find all your recent purchases under "My Orders". Here you will find an itemized overview, including the products, amounts, VAT and billing address.

  If you placed an order after May 25, 2022, you will also find your digital invoice in your personal area.

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• What is Nespresso’s Standing Order service and how does it work?

  Standing Order is a service that allows you to automatically place repeat orders. You select a date and frequency when you want to receive your coffee. More information about placing a repeat order can be found when you log into your account under Standing Order.

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• How can I place an order?

  You can order Nespresso coffee via our website and via our mobile application (available for iPhone and Android).

  1. Go to Order. On the app you will find this button in the bar below. On our website you will find it under the various categories such as 'Coffee', 'Machines' or 'Accessories'.

  2. Click on the plus sign next to the desired product and enter the number of the items. (If you don't know what coffee variety or machine is the best tot your liking you can go to the 'Flavor match' for the coffee that suits you best or go to 'Help on your machine choice' for making the choice that's right for you. Pay attention! This selection help is only available for the website.)

  3. Have you placed everything you want in your shopping cart? Then click on 'your basket'. Here you can still change the quantity of a product or to delete. Press the number.

  4. Is your shopping cart complete and the way you like it? Then click on 'Proceed to checkout' for orders via the browser and on 'Continue' for orders via the app.

  5. If you have ordered before and you are not yet logged in, enter your username (email address) and password. If you are ordering for the first time, press 'Activate your online account' and register as a new customer. Here you can provide your details.

  6. Choose the delivery method and the day you want the order delivered, or when you want to pick up the order. Here you can change the address if needed.

  7. Choose the payment method and finalize your order by pressing 'Continue'.

  8. Complete your payment.

  9. You will receive an order confirmation and a payment confirmation. You will also receive your invoice digitally.

  10. The final step is to enjoy your Nespresso coffee and products.

  If ordering online does not work for you or you would rather pass the order through one of our coffee specialists please call the toll-free number 0800 022 23 20. We can be reached by phone Monday - Friday 08:00 - 20:00 hours, on Saturday from 08:00 - 18:00 hours and on Sunday and holidays we are closed.

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• How do I change or cancel my order?

  To guarantee next day delivery, the orders are packed and dispatched as quickly as possible. If you want to change the order, call us as soon as possible on free telephone number 0800 022 23 20. Note: if you confirmed your order, Nespresso cannot guarantee changes or cancellation.

  According to Nespresso’s General Terms and Conditions, you can refuse delivery of any package. The package is then returned to us and you are reimbursed for the returned products.

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• Is my data secure?

  Absolutely, your personal data is safe.

  Nespresso takes all steps necessary to isolate your personal data from third parties, with the exception of companies working on behalf of Nespresso. Clear agreements have been made with these parties regarding the safe use of confidential data. Access to data is only granted to our employees who are in contact with our customers and can perform their work properly with this data. These employees are extensively trained in confidential handling of personal data.

  In addition, Nespresso uses secure data networks such as industry standard firewalls and password protection.

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• I have been notified about a promotion. How do I take advantage of it?

  Through your customer number and linked e-mail address, you will be selected as a customer for a promotion.

  Therefore, please make sure that:

  - You always log in with the e-mail address you were notified on.
  - You always use the customer number mentioned in the e-mail.

  Do the above options not work? Then it may be that you have more than one customer account registered with us. You can contact our coffee specialists via the toll-free number 0800 022 23 20. They can help you merge your accounts.

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• What is Nespresso & more?

  At Nespresso we like to tell you about our refined blends and special coffee stories. We also like to share a number of exclusive benefits with connoisseurs like yourself. You are invited to take part in exclusive coffee tastings, benefit from free delivery, etc. And as is true of all relationships: the longer we know one another, the more special it becomes. To access our customer benefits you need a Nespresso account and must place a minimum of one order per year. You will find more information on these benefits here

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• When will I receive my descaling voucher?

  For every 2000 capsules you purchase from us as an Expert or Ambassador customer, you are entitled to a descaling kit, consisting of two sachets of descaling liquid.

  Once you have purchased your 2000th capsule a pop-up will appear on the website with the option to add the free descaling set to your shopping basket.

  If you do not choose to add this set to your shopping cart, you will receive the pop-up again after purchasing another 2000 capsules. Even if you do add this gift to your order, the system will start counting again.

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• How do I know if I am a Connoisseur, Expert or Ambassador?

  When you log in to our website or app with your personal details, you can see under the heading My Benefits which Nespresso status you have. Here you will also be able to see exactly what your benefits are and how many capsules you still need to purchase to achieve the next status.

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• I think I have received a phishing e-mail (fake e-mail). What should I do?

  Several fake contests and emails that are NOT from Nespresso appear regularly. These fake contests are spread via social media, email, SMS or WhatsApp and the communication uses the Nespresso name and logo. These actions often allow participants to win a machine or voucher, but in reality the Nespresso name is misused to collect personal data or to enter a game or purchase a service for a fee.

  What should you look out for?
  - You can always recognize our own emails by Nespresso as the sender in the email address: ......@nespresso.com.
  - Nespresso Netherlands competitions on Facebook or Instagram are always directly linked to our Facebook or Instagram page (https://www.facebook.com/nespresso.nederland/ or https://www.instagram.com/nespresso.nl/) or link through to our website www.nespresso.com
  - Nespresso Netherlands never uses SMS or Whatsapp for win promotions.

  Are you in doubt whether a message came from us? Feel free to let us know. If you receive a fake win promotion by email, we advise you to mark the email as 'spam' in your mailbox and delete it immediately.

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• I have a question about a current offer. Who should I contact?

  Information about a (current) promotion can be found in the conditions on the corresponding promotion page on our Nespresso website. You can usually find the conditions at the bottom of the page. Can't find the answer to your question there? Please contact our coffee specialists via Live Chat or on our free telephone number 0800 022 23 20.

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• The capsule falls apart after preparing my coffee, is that normal?

  Yes, this can happen in some cases.

  Our home compostable capsules are made to break down as quickly as possible in a compost pile but also to preserve the quality of the coffee. Finding the right balance in breaking down the capsule and keeping it intact during preparation is incredibly important in this and is something we continue to optimize.

  Our home compostable capsules are made of 82% paper pulp. In some cases, the capsule may expand slightly after contact with water.

  We recommend waiting about 5 seconds after brewing your cup of coffee before lifting the lever to allow the built-up pressure on the capsule to first dissipate and reduce the risk of a disintegrating capsule.  

  Look here for more tips on preparing our home compostable coffee.

   

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• What is home composting?

  In home composting or backyard composting, you create a compost pile in your outdoor space. When broken down in a home composter, the capsule including the ground coffee is converted into biomass (such as compost to improve soil conditions in your garden), water (not potable) and CO2.

  Want to know more about home composting? Consult this website: Home composting: compost pile or worm bin | Milieu Centraal

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• The capsule stays stuck in my machine after preparing my coffee, what should I do?

  If the capsule gets stuck in the machine, we recommend gently tapping the capsule with a spoon so that it still falls into the capsule tray.

  It is good to pay attention to the cup size you wish to drink.

  Our home compostable capsules are specially made to drink as Espresso (40 ml).  

  The capsules are made of 82% paper pulp. When brewing a lungo (110 ml), the paper softens and the coffee capsule expands due to the large amount of water. This makes it more likely that the capsule will get stuck.

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• Kan ik mijn capsules bij het oud papier of GFT doen?

  No. The capsule does not consist solely of paper and therefore cannot go with the waste paper.

  At this moment, according to laws and regulations* in the Netherlands, no coffee capsules are allowed in the garbage. We therefore recommend processing the home compostable capsules at home on your compost pile. If you do not have access to your own compost pile, we recommend choosing the aluminum Nespresso capsules, which are recyclable.

  The bags the capsules are packaged in can go in the PMD container and are then recycled. For municipalities without a PMD route, this can go in the residual waste and the plastic will be recycled by the waste processor through post-separation.

  *milieu Centraal: Waste separation guide | Milieu Centraal | Waste separation guide

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• Is it better for the environment to choose home compostable capsules instead of aluminum capsules?

  No. A life cycle analysis has shown that a composted Nespresso capsule has a similar impact on the environment* as a recycled aluminum capsule from Nespresso. The home compostable capsule was developed to suit the personal preferences and lifestyles of some of our customers.

  Aluminum is theoretically infinitely recyclable and it is one of the best materials to preserve the freshness and protect aromas of our coffee for a long shelf life. Currently, capsules can be recycled through our recycling bags (by dropping them in or having them picked up). To make recycling even easier for consumers, we are investing in a general recycling system with municipalities for aluminum capsules. We announced the first collaboration to this end last December (2023). Read more on this page.

  *Nespresso commissioned a Life Cycle Assessment (LCA) in France and Switzerland to assess the environmental impact of their product. An LCA considers the full life cycle of a product, including production, distribution, use and end-of-life, including packaging. The LCA quantifies the environmental impacts associated with all raw materials used in the production, distribution, use and end-of-life processing of the product. Thus, this study assesses the life cycle of an espresso cup of coffee prepared and consumed at home in Switzerland. The conclusions of this LCA adaptation for the Swiss market are in line with the main conclusions of the baseline study for the French market: the Nespresso with the home compostable packaging and the Nespresso with the aluminum packaging have a similar carbon footprint (79 g CO2-eq and 81 g CO2-eq, respectively). This is because the impact is systematically dominated by the green coffee supply and use stage, while the end-of-life of the packaging (recycled or composted) has a lesser impact on the overall environmental footprint. Read more about this study here: Summary_CH_B2CComparativeLCAISOReport_2023_Quantis.pdf (nestle-nespresso.com)

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• The new paper-based home compostable capsules are not working properly in my machine*. Why is that?

  The paper-based capsule is specially designed for our Nespresso Original machines currently offered on the market. On our machines, especially those that are older than 10 years or have an automatic brewing unit, the paper-based capsule may not perform optimally. In such cases, we recommend using our aluminum capsules for an optimal experience.

  *Automated machines such as the U, Expert, Expert & Milk, Prodigio, Prodigio & Milk, KitchenAid and machines older than 10 years)

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• How long does it take for the capsules to break down into compost?

  According to the standards of TÜV Austria that certified Nespresso capsules as home compostable, the capsules decompose in home compost within 12 months. This certification was carried out at 28°C and 40% humidity, with well-managed compost conditions. However, our own research has shown that paper-based capsules degrade in a much shorter time. This depends on the management and conditions of the home composting system.

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• How do I make sure the capsules break down in my home compost?

  In general, for optimal home composting, it is necessary to mix green materials such as kitchen waste with brown or dry materials such as most yard waste, except freshly cut grass. The ratio of food waste to dry materials should be adjusted according to prevailing weather conditions at the time. How long it takes for a capsule to break down depends on the management and conditions of the system you use for home composting. Learn more about home composting here.

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• How often should I descale my machine?

  To ensure the proper operation of your machine, it is wise to descale it regularly. It is best to descale your machine after 400 to 600 capsules or at least three times a year.

  Use Nespresso's descaler to descale your machine. This descaler is specially designed for Nespresso machines and you can find it here. View the instructions to descale your machine here.

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• I have a technical question about my machine. Where can I find the manual for my machine?

  You will find all the information on your machine on this website: www.nespresso.com/nl/en/machine-assistance. Select the model of your machine or enter your serial number and you will find all the available instructions, videos and user manuals.

  If you need more help, you can contact our coffee specialists on our free telephone number 0800 022 23 20. They will be able to help you solve the problem.

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• Where do I find the serial number?

  The serial number has 19 digits and starts with 19, 20, 21, 22 or 23 depending on the production year.

  The serial number (depending on the machine model) can be found on the drip tray, under the machine, under the bar code and/or on the back of the machine on a silver sticker. Usually there is an additional sticker on the box the machine comes in.

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• I have a technical question about my Aeroccino. Where can I find the manual for my machine?

  You will find all the information on your Aeroccino on this website: www.nespresso.com/nl/en/machine-assistance. Select the model of your Aeroccino or enter your serial number and you will find all the available instructions, videos and manuals.

  If you need more help, you can contact our coffee specialists on our free telephone number 0800 022 23 20. They will be able to help you solve the problem.

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• Can I loan a machine while my own machine is being repaired?

  In most cases, it is possible to get a loaner machine during the repair of your machine.You pay a one-time fee of €15 for the loaner machine. Are you an Ambassador or Expert? Then you will receive - as part of our Nespresso & More program - a loaner machine for free.

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• I want to order a machine for my office. How can I do this?

  On our website www.nespresso.com/pro you will find the different machines we offer for the office. By taking a look at the features of these machines, you can decide which machine is the most suitable for your company’s requirements. You can then request a demonstration or brochure online.

  If you want more information, you can fill in the online form and send your request to us. You can also call our coffee specialists on our free telephone number 0800 – 024 80 10.

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• How much does a repair cost?

  We provide a 2-year warranty on our machines. On machines with built-in milk function, we provide an additional 1 year warranty. Upon presentation of the proof of purchase, under the terms of the relevant warranty, you are entitled to a warranty repair. Repair in this case is free of charge. The costs of transport, repair and spare parts are not charged. If it appears that your device cannot be repaired under warranty, you will be informed.

  If you no longer have a warranty claim, you will pay the cost of the repair. The costs differ per type of machine and are a fixed amount, regardless of what is wrong with your machine, so you know in advance where you stand.

  Type​  ​  ​	Kosten ​ (Incl. transport, reparatie en onderdelen, excl. leenmachine) ​
  Barista, Citiz, Essenza, Expert, Inissia, Pixie​	€75​
  Citiz & Milk, Expert & Milk, Lattissima (behalve Lattissima Pro), Atelier​	€115,-​
  Lattissima Pro, Creatista (Alle modellen)​	€145,-​
  Vertuo Pop​	€89,-​
  Vertuo Plus​ Vertuo Plus Deluxe​ Vertuo Next​ Vertuo Next Deluxe​ Vertuo Next Premium​	€115,-​

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• What is RELOVE? And since when does Nespresso offer this?

  Since Monday, May 13, 2024, Nespresso offers RELOVE machines.

  When you have a defective machine and you contact our Coffee Specialists, they can schedule a repair so your defective machine can be repaired or they offer our RELOVE service.

  When you choose a RELOVE machine, our partner DynaLogic will pick up your defective Pixie Refresh or Creatista Uno. They will then give you a refurbished machine right away. This machine will be exactly the same as to the one you give to the DynaLogic delivery man.

  This way, you will have a machine that works as expected as soon as possible and we will repair and refurbish your defective machine and add it to our RELOVE product range.

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• Why did Nespresso decide to offer RELOVE machines?

  Sustainabillity and Nespresso are one. With a RELOVE machine, we extend the life of a machine and allow our customers to enjoy a Nespresso experience as always, but with a refurbished machine.

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• What machines do you offer within the RELOVE program?

  Currently, we offer RELOVE for your defective Pixie Refresh and the Creatisa Uno. For our Nespresso Professional customers, we offer RELOVE for the Zenius.

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• What happens to my defective machine when I trade it in for a RELOVE machine?

  Once our partner DynaLogic has delivered the RELOVE machine to you, the delivery driver will take your defective machine to the repair center. Here, the defective machine will be fully repaired, refurbished and thoroughly cleaned.

  Once the machine meets our RELOVE machine requirements, it will be added to our inventory until we can make another customer happy with this machine.

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• Do I receive a warranty on a RELOVE machine?

  Yes! On the Pixie Refresh and the Creatista Uno we offer a 2-year warranty. On the Zenius machine, our Nespresso Professional customers receive a 1-year warranty.

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• What is Nespresso Coffee subscription?

  If it is a subscription with coffee discount, the following applies:

  The Nespresso Coffee Subscription is a coffee subscription with discounted Nespresso coffee linked to a chosen term.

  You pay a fixed amount per month during the chosen term, in exchange for Nespresso credit. You can use this credit to order your coffee at a discount or to purchase other Nespresso products.

  You order the Nespresso products online via the Nespresso website, via the app, in one of the Boutiques or by calling our customer service. The amount of your credit equals the amount of your Coffee subscription.

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• What are the benefits of Nespresso Coffee Subscription?

  If it is a subscription with coffee discount, the following applies:

  With the Nespresso Coffee subscription, you always have a discount on your coffee. The higher your monthly fee, the higher your coffee discount.
  - You can pause whenever you want.
  - You choose your coffees and the delivery time.
  - Your coffee is always delivered to your home for free.
  - One-time discount on any Nespresso machine* as long as your coffee subscription is active.

  So you are never without your favorite coffee!

  *All Creatista machines (Original Line and Vertuo Line) are excluded with a coffee subscription of €15 per month and at €30 per month in combination with a 6-month term.

  	6 months	12 months	24 months
  € 15 euro p/m	Discount on all Nespresso machines except Creatista machines.
  € 30 euro p/m	Discount on all Nespresso machines except Creatista machines.	Discount on all Nespresso machines.
  € 50 euro p/m	Discount on all Nespresso machines.
  € 75 euro p/m

   

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• I missed my payment/my payment failed. What now?

  Check that your payment information is still correct. Your credit card may have expired or something in your payment information may have changed. Within 1 month, Nespresso will try to charge the outstanding amounts again on the same payment date as your coffee subscription is charged each month.

  Make sure you have enough balance in your account on the day of the charge.

  Did the direct debit fail again? Then we will try again the following month. After the 3rd failed debit, your coffee subscription will be automatically stopped.

  In case your coffee subscription ends before the end of the term, Nespresso will charge a penalty fee on the outstanding payments within your contract. The amount of the fee is 50% of the monthly owed amounts. For a coffee subscription with a term of 24 months, we charge the lump sum up to and including the 12th payment. The fee is not credited to your account.

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• How does the Nespresso Coffee subscription work?

  If it is a subscription with coffee discount, the following applies:

  - Choose a Nespresso Coffee subscription that suits your needs: choose a monthly amount, choose a term, choose with or without a Nespresso machine.
  - If you buy a coffee subscription with machine, choose the machine that suits you best.
  - Pay the Nespresso Coffee subscription with one of the payment methods.
  - Each month, Nespresso will debit the amount from your account.
  This amount will be credited to your Nespresso account within 2 business days after payment.
  - Choose your coffees yourself on the website, in the app or in one of our Boutiques.
  - You can spend your credit on the entire Nespresso range.
  - From now on, you pay with your Nespresso credit and benefit automatically and directly from a discount on your coffee.
  - If an order is more expensive than the credit you have left, you pay the remaining amount via one of the available payment methods.

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• Can I cancel Nespresso Coffee subscription monthly?

  If it is a subscription with coffee discount, the following applies:

  During the term of your Coffee subscription, you can cancel the Nespresso Coffee subscription monthly. However, a penalty fee will be calculated for the outstanding months.

  After the end of the term of your Coffee subscription, you can always cancel free of charge.

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• How does pausing work?

  Plenty of coffee at home for a while or going abroad for an extended period of time? No problem. Nespresso allows you to temporarily pause your coffee subscription.

  - When you want to temporarily pause your Nespresso Coffee subscription, the duration of your subscription will not be reduced. Instead, the duration of the pause will be added to the end date of your contract.
  - We move all your upcoming payments to 30 days later. So 30 days later, your coffee subscription will automatically restart.
  - You can pause a maximum of 6 payments per 12 months.
  - You can pause your coffee subscription as soon as the coffee subscription is active and the first monthly payment has been credited to your Nespresso account.
  - During this pause period, you will continue to enjoy the benefits of the Nespresso Coffee subscription. The benefits include: coffee discount, machine discount and orders always delivered to your home for free.
  - To avoid an automatic payment, please submit the pause request at least 36 hours before the payment is scheduled.

  Contact our customer service team by phone or visit one of our Boutiques to have your coffee subscription paused.

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• Can I change the monthly amount or term of my coffee subscription?

  No, currently it is not possible to change your monthly amount or the term of your coffee subscription during the term. However, it is possible to pause your subscription. Once the duration is over, you can stop the coffee subscription and take out a new one. We would like to make it possible to change the subscription in the future. As soon as more is known about this we will inform subscribers and customers.

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• How can I change my payment information?

  Changing your payment details depends on your payment method:

  - If you pay by Credit Card, you can change your details yourself online in My Account > My Nespresso Subscription.
  - For other payment methods, please contact our customer service by phone or visit one of our Boutiques to change your payment details.
  Please note that it can take up to 3 business days to change your payment details.

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• Can I combine the coffee discount with other Nespresso coffee discount offers?

  Yes, if you benefit of another coffee discount offer from Nespresso you will still benefit from your coffee discount. We calculate the coffee discount over the capsules you pay for.

  Machine discount cannot be combined with other Nespresso machine discount offers. Choose one of the machine discount offers.

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• What is the duration of the Nespresso Coffee subscription?

  If it is a subscription with coffee discount, the following applies:

  You can choose the term. Choose from 6, 12 or 24 months.

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• The monthly amount has been debited from my account. When will my coffee credit be visible?

  Converting your payment to Nespresso credit can sometimes take a few days. We would therefore like to ask you to be patient.

  Is your credit still not visible in your account after five business days? Please contact one of our coffee specialists at the toll-free number 0800 022 23 20.

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• How can I cancel my Nespresso Subscription?

  The Nespresso Subscription has a duration of 12 or 24 months. At the end of the 12th or 24th month, your Nespresso Subscription will automatically be renewed, but you can cancel it immediately at any time free of charge. Cancellation is possible from the fourth month after you subscribed for Nespresso Subscription by paying a fine (50% of the outstanding monthly amounts of your subscription). If you opt for a 24-month Nespresso Subscription, you can cancel immediately after the first 12 months at any time, free of charge.

  You can cancel by sending an email to contactnl@nespresso.com or via my account/my Nespresso Subscription on nespresso.com/nl. You are not entitled to a refund of the monthly amounts that you have already paid at the time of cancellation.

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• Wat is Nespresso credit?

  Your Nespresso credit is the amount of the monthly fee you pay for your machine plan. You can freely use this credit via Nespresso.com/nl, via the app, the BTQ and via our customer service to buy Nespresso coffee , accessories or bites. This credit will be added on your Nespresso account and is therefore a personal credit. The credit will remain available on your account if you do not use the credit in full. You can see your credit balance by logging into your account.

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• How long is my credit valid?

  Haven't you used all your credit for the month? No problem! Your credit remains available for 2 years on your account so that you can use it whenever you want.

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• How long does it take before my credit is visible on my account?

  We will arrange your chosen Nespreso Subscription as soon as possible. You will receive an e-mail within 48 hours and the credit will be available on your account. After this you can use the Nespresso Subscription and place your first order.

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• Wat is the difference between Vertuo Line and Original Line?

  You can make espressos to larger cups with Vertuo
  - from a short Espresso, a smooth Gran Lungo, an indulgent Coffee or a bigger cup of Alto topped with smooth and generous crema. Behind the scenes, the technology uses gentle Centrifusion™ extraction, recognizing each capsule and adapting the parameters accordingly to create your perfect coffee style.

  With Original, you can also enjoy the same smooth, authentic taste of your coffee
  - from Ristretto, Espresso, Lungo, to americano and milk recipes. Original machines use a high-pressure 19 bar extraction system to release the fresh aromas from each capsule.

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• Can I use my Original Line capsules in the new Vertuo Line system?

  No, you cannot combine the Original Line capsules with the Vertuo Line. The capsules of the Vertuo Line are larger and have a barcode so they can be scanned. This way, the machine knows exactly which coffee in which format it should brew.

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

  1. Login to your Nespresso.com account, then click here and delete the Vertuo Next from your registered machines.
  2. Factory reset the machine (go to the machine assistance page for instructions).
  3. Make sure the machine is plugged in and turned on. The machine will power off after 2 minutes of inactivity so make sure the machine stays on.
  4. Go to your phone Bluetooth settings and unpair the machine if present. (Click here for the instructions)
  5. Make sure your phone software is up-to-date and your Nespresso App is the most recent version.
  6. Make sure Wi-Fi, Bluetooth, and Location Services are all turned on.
  7. Place your smart device directly on top of the machine with no obstructions.
  8. Launch the Nespresso App, and attempt pairing again.
  9. Remember that the machine needs to be on throughout the pairing process and connecting to Wi-Fi. If it powers off, turn it back on.

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• My Vertuo Next is not staying connected to my Wi-Fi network. What should I do?

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

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

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• I tried to pair my Vertuo Next machine and I received the message “Machine unavailable. Detected machine was unable to pair." Is my machine used? What should I do?

  The message you received is due to quality checks during manufacturing. We assure you that your machine is brand new and was not used before you. We ask you to perform a factory reset by following these steps:

  1. Open and close machine head.
  2. Leave the lever in the unlocked position.
  3. Press and release the button to turn the machine ON, and wait for a steady white light.
  4. Quickly press the button 5 times in 3 seconds. The button will blink 5 times orange and then will change to steady white.
  5. Now you can pair the machine again.

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• My Vertuo Next has an issue not listed here. What should I do?

  Please refer to our complete machine use and troubleshooting information here.

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• I don't see a crema layer when I prepare a coffee with my Vertuo Next machine. Is this normal?

  You can see a difference in the quality of the crema layer the first few times when making a coffee. The crema layer will become smoother and softer after a few uses.

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• I have forgotten to pay an invoice. What should I do?

  It is of course possible that you have overlooked an invoice. When the payment term has expired you will receive a first reminder by e-mail with a payment link. If you transfer the unpaid invoice on time, you avoid extra costs. The amount to be paid can be found when you log in to the Nespresso website or application with your personal details under the heading My orders.

  The account details of Nespresso Netherlands are IBAN: NL76BNPA0227680189 and BIC: BNPANL2A. Do not forget to mention your invoice number with your payment.

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• How can I pay for my order on the website?

  With Nespresso you can select from the following payment methods:

  1. Creditcard (we accept: Diners club, American Express, Mastercard & Visa)
  2. iDEAL
  3. Apple Pay
  4. Automatische incasso
  5. Klarna (For more information, check: https://www.klarna.com/demo/nl/nl-NL/info/)
  6. PayPal (When paying with PayPal you can choose the option to pay afterwards. When completing your purchase, PayPal will pay the seller for you and the money will be debited from your bank account 21 days after your purchase.)
  
  You can only place your first internet order using the following payment methods: Creditcard, Klarna, iDeal or PayPal.

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• I need an invoice for my accounts. Where can I get it from?

  After placing your order, you will receive an email called 'Online invoice order confirmation'. This e-mail comes with a PDF invoice as an attachment that you can then print at home when it suits you. As a result, we save a lot of paper every day. If you feel that you have not received the invoice by e-mail, please check the 'Junk mail / Spam' folder to be sure. It may be that it has ended up in this.

  When you can't find the invoice in your inbox, you can also find it in your Nespresso account. The PDF-invoice is in your account under 'My orders'. This option is only available for orders placed after July 19.

  
  For a written invoice, you can call our coffee specialists on the free telephone number 0800 022 23 20.

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• How do I place an order with a gift card?

  You can spend your gift card in one of our Boutiques or on our website. If you order on our website, you can cash in your gift card at step 3 when paying. You just fill in the serial number and the scratch code.

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• Wat is the bank account number of Nespresso?

  In case of a manual bank transfer, you can use the following bank account number to pay your invoice:

  Nespresso Nederland B.V.
  NL76 BNPA 0227 6801 89
  

  Please always state your customer number and invoice number which can be found on the proof of purchase.

  Our BIC number is:BNPANL2A.

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• I paid via iDeal but my payment seems to go to a different bank account number than when I manually transfer a payment. Is this correct?

  Yes that is correct, if you pay using iDEAL, it is transferred to Adyen and the payment is then made to Nespresso. This means you see Adyen as beneficiary on your bank statement.

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• What is 3D Secure?

  3D secure is an initiative from Visa and Mastercard to add an extra security step to the online purchase process. This is comparable to entering a CHIP or PIN during the payment process in stores.

  The 3D secure pop-up will show the personal message that was used to register 3D secure. The message is displayed during the payment process to ensure that it is a safe environment. 3D secure is a pop-up fully managed by the bank you are connected to.

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• What happens if I enter my 3D Secure details incorrectly?

  No authorization will be granted by the bank to continue the payment if an incorrect password is entered. This means that the purchase amount will not be debited. It will not be possible to complete the purchase process in case the password is entered incorrectly several times. If this is the case, we advise you to contact the bank

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• I have forgotten my 3D Secure password – can you help?

  Nespresso does not have access to your personal 3D secure registration data because these are managed by the bank. Unfortunately, our coffee specialists cannot help you with obtaining this information. There will be instructions on the pop-up that appears about credentials exactly to enter and what to do in case you have forgotten your password

  
  Note: your Mastercard or Visa Secure code is not the same as your Nespresso password.

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• My package still hasn’t arrived? What should I do?

  To make sure you are fully informed, you will receive an e-mail from us as soon as we have shipped your order. In this e-mail you will find the Track&Trace of your package.

  You can then download the delivery service app. Here you will find the most up-to-date information about the status of your order.

  If the processing of your order takes more time for us, we will also inform you about this via email.

  Didn't receive an e-mail from us? Please check your spambox. Perhaps our message ended up there.

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• The DHL delivery person indicates that I was not at home, but I was there. What should I do now?

  Occasionally, DHL may issue a "Not-Home Notification" even though you were at home. In that case, the delivery partner will make another delivery attempt the next day or take it to a DHL Pick-up point near you.

  If your order is returned to us, please contact our coffee specialists on the toll-free number 0800 022 23 20.

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• Missed PostNL parcel deliverer and didn't receive a non-home note?

  That's right. From now on, PostNL will inform you digitally about your package. Your parcel deliverer simply delivers your order to the neighbors or to a PostNL point in your area. You can see in track & trace where your order is. You will also receive an e-mail and you can find where your package was delivered in the PostNL app. 

  Don't have a PostNL account yet? With a PostNL account you can easily follow your order online and you can turn on push notifications for the most up-to-date information about your order. For more information click here.

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• How much are the delivery costs and why do I have to pay them?

  You can enjoy free daytime delivery when you spend a minimum of 40 euros or purchase at least 100 capsules. If you place an order of at least 40 euros or 100 capsules, you can benefit from the following delivery options:

  • Free next day daytime delivery with DHL/PostNL.
  • For just €0.99, you can choose Trunkrs next day evening delivery.
  • You can also opt for DHL next day evening delivery for €0.99.
  • If you want to receive your order on the same day, you can select 'Nespresso Today' for €2.99.

  For an order of less than 100 capsules or a total amount below 40 euros, the following delivery costs apply:

  • Next day daytime delivery: €3.90.
  • Trunkrs next day evening delivery: €4.90.
  • DHL next day evening delivery: €4.90.
  • If you wish to receive your order on the same day, you can choose 'Nespresso Today' for €6.90.

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• How can I track my order?

  As soon as your package has been shipped you are able to track the status off your order in the "my account" section. To do this; log in and go to "my orders".

  You will also receive an e-mail with the Track & Trace link from one of our carrier partners.

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• Who delivers my order?

  We work together with DHL, PostNL and Trunkrs. This depends on the delivery option you choose and depending on your zip code. This can differ per shipment. Do you need more information about the delivery of your order? Click on the track and trace link that you received in your shipping confirmation.

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• What should I do if I have received a damaged or wrong product/package?

  It is not common nor the intention that you have received a wrong or damaged order. We want to solve this for you as quickly as possible. In this case, please contact one of our Coffee Specialists via Live Chat or the free telephone number 0800 022 23 20. Keep the product / package packaging handy. This contains production codes with which we can find out the problem as quickly as possible.

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• What are the delivery options?

  At Nespresso you can choose from a number of delivery options. You will find more information on our website: https://www.nespresso.com/nl/en/services#/bezorging/twilight-delivery

  You can also use our delivery service on the Wadden Islands. Unfortunately, we can not guarantee next-day delivery of your package. We aim to deliver your package within two working days. 

  Do you live in one of the ABC islands? Then you can also enjoy our coffees. We use an average delivery time of 10 to 15 working days for this. Please allow for possible customs fees.

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• My package is on it's way and I am not at home, what to do?

  Depending on the delivery option you have chosen, one or more attempts will be made to deliver the package to you. If you are not at home, your package will then go to a pick-up point. You can see the status of your package in the track & trace link that you have received from one of our carrier partner.

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• How long will it take to receive my order?

  We aim to deliver all orders placed on working days before 23:59 hours the next day at the address of your choice. If you place the order on Friday after 23:59 hours or at the weekend, it will be delivered on Monday.

  If your delivery weighs more than 30 kg or if the delivery address is on one of the Wadden Islands, we can not guarantee next day delivery of your package. We aim to deliver your package within two working days.

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• Does Nespresso deliver outside the Netherlands?

  From the Netherlands, it is not possible to deliver orders abroad. In this case you should contact Nespresso in the country in which you want to have an order delivered. Click in the top right on the icon of a flag. You can then select from the different countries where Nespresso is active. If the country you are looking for is not there, select Nespresso Switzerland. From Switzerland, we can send you deliveries worldwide.

  We deliver to the Netherlands Antilles, but different delivery terms and conditions apply. If you want to place an order, contact our coffee specialists on free telephone number 0800 022 23 20. These orders are delivered within 4 to 8 days. Bear in mind that there may be customs charges.

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• How long can you store Nespresso capsules?

  The capsules are hermetically sealed to lock in the aromas of the coffee. This means you can store the capsules up to one year after production. The production and expiry dates are printed on each pack.

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• Do Nespresso capsules contain allergens?

  None of the Nespresso coffees contain allergens such as gluten, lactose or nuts. Our coffees consist only of 100% coffee and are hermetically sealed so that air and moisture cannot penetrate the pack. References to, for example, ‘malt’, ‘milk’ or ‘cocoa’ refer to the aromatic profiles (that occur naturally in the bean); however, they do not occur physically in the capsule.

  The Barista Creations Flavoured are 100% allergen-free. They are enriched with natural aromas without the addition of sugar or preservatives.

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• How much caffeine does each capsule contain?

  The caffeine content in a prepared espresso capsule is about 50 to 120 mg. As the Lungo capsules contain 20% more coffee, the amount of caffeine varies between 70 and 110 mg per capsule. The amount of caffeine mainly depends on the varieties of green coffee used (Arabica or Robusta), the roasting degree and, to a lesser extent, the origin of the coffee beans.

  • Ristretto (25 ml): 40 - 120 mg
  • Espresso (40 ml): 50 - 120 mg
  • Lungo (110 ml): 70-110 mg
  • Decaffeinated: 2-4 mg

  There is no link between ‘intensity’ and caffeine content. Caffeine is a colourless tasteless substance that is released when it comes into contact with water. The more water is added to the coffee, the more caffeine the coffee will contain.

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• How many calories are there in a Nespresso capsule?

  The number of calories in an espresso is negligible. There are 1260 KJ (300 Kcal) in 100 grams of roasted ground coffee. Nespresso espresso capsules contain an average of 5.5 grams of coffee and Lungo capsules contain 7 grams. As the ground coffee is dissolved in water, a cup of coffee contains even fewer calories. A 40 ml espresso contains about 0.6 calories and a 110 ml Lungo about 1 calorie.

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• Are there capsules for tea or hot chocolate too?

  Nespresso searches out coffee beans of the highest quality and offers its coffee enthusiasts worldwide excellent and unique coffee varieties. We do not currently have any plans to add tea or chocolate capsules to our coffees. Each year, however, we offer Limited Editions and flavoured Variations.

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• How can I recycle my capsules?

  Add a free recycling bag to your online order https://www.nespresso.com/nl/en/order/accessories/recycling-bags or just ask for a recycling bag in our Boutiques. You can recycle capsules in the following ways:

  - Hand in your full recycling bag at our Boutiques
  - Hand your full recycling bag to the person who delivers your Nespresso order
  - Hand in your full recycling bag at the pick-up point when you collect your next order.

  Did you receive a new recycling bag from us before June 20, 2024? Please note that the barcode on this bag is valid for 3 months. Did you receive a recycle bag from us after June 20, 2024? Then the barcode on the bag is valid for 12 months.

  If the barcode on the bag has expired, you can still hand it in at a DHL parcel point.

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• Can I throw my used capsules in the residual waste?

  Since Dec. 18, 2023, several municipalities in the Northern Netherlands have allowed used capsules to be disposed of with residual waste.

  In these municipalities, waste processor Omrin will ensure that the aluminum coffee capsules are removed from residual waste through post-separation. After this, the coffee capsules will be recycled.

  Omrin operates in the following municipalities:

  • Schiermonnikoog
  • Vlieland
  • Ameland
  • Terschelling
  • Harlingen
  • Dantumadiel
  • Weststellingwerf
  • Ooststellingwerf
  • Opsterland
  • Achtkarspelen
  • Tytsjerksteradiel
  • Heerenveen
  • Noardeast-Fryslan
  • De Fryske Marren
  • Waadhoeke
  • Sudwest-Fryslan
  • Leeuwarden
  • Putten
  • Ermelo
  • Oldebroek
  • Elburg
  • Nunspeet
  • Harderwijk
  • Eemsdelta
  • Westerwolde
  • Groningen
  • Het Hogeland
  • Aalsmeer
  • Vlaardingen
  • Schiedam
  • Capelle a/d IJssel
  • Barendrecht
  • Albrandswaard
  • Ridderkerk

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• My full recycle bag was not taken by the courier. What should I do?

  If you, for example, forget to give the full recycling bag to the delivery driver, you can always hand it in at a PostNL or DHL parcel point.

  In case there is no return label on the bag, you may provide the employee at the parcel point with the return address below:

  Nespresso
  Antwoordnummer 119
  3439 JG Nieuwegein

  The employee will then print out a shipping label and place it on the bag.

  Are you unable to stop by a DHL or PostNL parcel point? Then please contact our coffee specialists. They will be happy to look at the possibilities with you.

  An overview of all recycling points near you can be found by clicking here.

  Did you receive a new recycling bag from us before June 20, 2024? Please note that the barcode on this bag is valid for 3 months. Did you receive a recycle bag from us after June 20, 2024? Then the barcode on the bag is valid for 12 months.
  If the barcode on the bag has expired, you can still hand it in at a DHL parcel point.

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• How can I recycle my machine / Aeroccino?

  You can always take your machine or Aeroccino to the local container park and/or recycling point for recycling.

  If you buy a new machine or Aeroccino from Nespresso, you can also:
  - Take your used machine or Aeroccino to one of our Boutiques
  - Return your used machine or Aeroccino for recycling. If you want to make use of either of these options, contact Customer Service (0800 022 23 20) where a coffee specialist will explain the steps.

  In both cases we take the machine to one of our recycling partners and make sure that it is recycled correctly. You will find more information on our sustainability initiatives on our website: www.nespresso.com/ecolaboration

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• Can I also recycle capsules that are not Nespresso capsules?

  Nespresso’s recycling system is primarily intended for the recycling of Nespresso capsules and as a service for our customers: everywhere where customers receive Nespresso capsules, they can also return them for recycling. However, if other aluminium capsules are handed in (plastic capsules cannot be added), we also recycle these. Aluminium is a valuable material and each aluminium capsule that is not recycled is one too many.

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• Besides aluminum, why is Nespresso now choosing home compostable capsules?

  At Nespresso, we are constantly innovating to bring new coffee experiences to coffee drinkers around the world. Now, in addition to our aluminum capsules, we are launching paper-based capsules for those who want to compost their capsule at home. In this way, we can offer our consumers a different choice without compromising the premium coffee experience and high-quality coffee that Nespresso is known for.

  We still believe tremendously in the power of aluminum. Aluminum is one of the best materials for maintaining freshness and protecting the flavors of our coffee for a long time, with the added benefit of being theoretically infinitely recyclable. This new innovation complements our existing range and is not intended to replace our coffee range in aluminum capsules. With this new option we offer consumers the opportunity to enjoy delicious coffee, in a format that suits their personal preference and lifestyle. Currently, home compostable capsules are only available for Original machines. We look forward to bringing this innovation to the Nespresso Professional system in the near future.

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• What is the purpose of the Travel Tumbler?

  The Travel Tumbler is a 540 ml drinking cup designed by Federico Peri. It features a transparent exterior with colored silicone elements and is spill-resistant thanks to a straw cap. Perfect for keeping your iced coffee at hand wherever you go.

  Please note:

  • Pour the coffee directly onto the ice cubes in the Tumbler drink cup.
  • Not suitable for carbonated beverages.
  • This product does not guarantee leak-proof functionality.
  • Keep the Tumbler drink bottle upright when it contains liquid.
  • Do not shake the Tumbler drink bottle to prevent liquid from spilling or splashing when opening.
  • Only attach the top part of the drink bottle once the coffee has cooled to avoid the risk of burns.
  • Do not carry the Tumbler by the silicone band.

   

   

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• Which beverages are suitable for the Travel Tumbler?

  The Travel Tumbler drink cup is designed to easily carry your iced coffee on the go. It is exclusively intended for cold beverages without carbonation. Do not use hot drinks, soups, or solid foods in the Tumbler.

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• How should I clean the Travel Tumbler?
  • Wash the Travel Tumbler before first use.
  • The Travel Tumbler is dishwasher safe. For handwashing, remove the silicone band and wash the cup and lid.
  • Clean the silicone band with dish soap and rinse with hot water.
  • Rinse the straw cap thoroughly.
  • Clean the Travel Tumbler after each use to prevent coffee stains on the silicone material.
  • Store the Travel Tumbler without the lid to allow all parts to dry completely.

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