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• I received a suspicious communication and I am not sure if it is from Nespresso, can you confirm?

  If you have received a communication using the Nespresso name and are unsure if it is official, do not click on any links in these suspicious emails or sms and do not download any files.

  Phishing is one of the most common methods used by cybercriminals to deceive and fraudulently obtain confidential information. The fraudsters impersonate a trusted person or company in an attempt to get you to reveal your personal details.

  Always visit our website first to be aware of all our official promotions. Currently we do not have any points programme nor do we offer free machines in exchange for your personal details. If you have any questions, we recommend that you contact us via the Contact form: www.nespresso.com/pt/en/contact-us, or the free tool number 800 260 260.

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• Has my personal data been disclosed?

  Please be advised that Nespresso does not share your personal data with third parties in an illegitimate way. We have recently experienced Phishing acts with Nespresso Customers and non-Customers. Phishing is one of the most common methods in which authors impersonate a trusted person or company in order to access the user's personal data. Please check our website at www.nespresso.com/pro/pt/en/service-faq  and learn how you can avoid these acts and protect your account.

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• How can I make my account more secure?
  1. Keep your passwords to yourself only;
  2. Create long passwords (passphrases): at least 12 characters, and do not use close terms like name, city of birth, or familiar terms like 1234;
  3. Use different passwords for each service, and store them in a password manager;
  4. Change them immediately if you suspect improper access;
  5. Avoid saving passwords in browsers;
  6. If possible, activate multi-factor authentication;
  7. Change the original password when buying a device - for example, the one associated with the installation of home Wi-Fi.

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• Can I get free shipping on orders created from distance selling channels?

  Yes, all orders can benefit from free shipping, available for amounts equal to or above €23 on any items ordered. This value corresponds to an order with 50 capsules of our base range, however, the order can contain coffee or any other Nespresso item.

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• I placed an order online, the payment was made and I don't see the order in my history. What should I do?

  First of all, we regret this situation! We will help you to have your order dispatched as soon as possible. To do this, please send us proof of payment using this form: https://www.nespresso.com/pt/en/contact-us. If you have any questions, we will be happy to help you through our toll free line 800 260 260, available from Monday to Friday, from 08:00 to 22:00, and on Saturday from 09:00 to 22:00.

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• I have received damaged or incorrect products. What should I do?

  If you are not satisfied with the quality of the products you have received, please contact the Nespresso Club using our free phone number 800 260 260  or our online contact form on https://www.nespresso.com/pt/en/contact-us.

  So that we can take the necessary steps as soon as possible, please keep the bill and the packaging as the production code printed on the box helps us find the product's 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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• Is my order delayed?

  Nespresso confirms the existence of an exceptional operational situation that may cause a delay in the processing of Nespresso orders, but every effort is being made to ensure the least possible disruption.

   

  As soon as your order goes into distribution, you receive an SMS and E-mail informing the time window in which the courier will pass at the address chosen by you.

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• How can I modify or cancel my order?

  We cannot guarantee any changes or cancellations after the order has been submitted. Our distribution centers proceed, as soon as possible, with the preparation and shipping of orders to ensure our guarantee of delivery in one business day.

  Contact Nespresso as soon as possible by calling 800 260 260 to request any changes regarding your order.

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• How can I order professional capsules (pods) ?

  If you are already a Nespresso Professional customer, simply contact the toll free number 800 785 785, available from Monday to Friday, from 08:00 to 22:00, and on Saturday and Sunday from 09:00 to 22:00, or access at https://www.nespresso.com/pro/pt/en/home.

  If you want to know more information about contracts and prices, fill out the contact form available at https://www.nespresso.com/pro/pt/en/pages/professional-contact-us.

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• How do I return an unwanted item or order?

  Consumers (as defined in article 3, e) of Decree-Law 24/2014, of February 14) who have purchased a machine or accessory from www.nespresso.com/pt/en have 14 days to return it, from receipt of the order, under the terms of the right of withdrawal provided for in the aforementioned Decree-Law. You may do so provided the following conditions are met:

  • Presentation of the product purchase invoice.
  • The product must be delivered in the same condition as it was sold - without scratches, external damage or signs of use and in perfect working order, packed in its original packaging and accompanied by the user manual and all its accessories.

  You can consult our Returns/Exchanges policy at www.nespresso.com/pt/en/legal or on the back of your invoice.

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• Where can I find a store?

  Nespresso has a network of 24 Boutiques and you can find the one closest to you through the Boutiques locator, available https://www.nespresso.com/pt/en/localizador-boutiques#map-intro .

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• Can I send the capsules abroad?

  Unfortunately, Nespresso does not deliver orders abroad from Portugal. You must contact Nespresso in the country where you want the delivery to take place. 

  Check here the countries where Nespresso is represented.

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• What are the delivery methods available?

  Currently we have the following delivery modes:

  • Standard* – After receiving the email confirming your participation, you will receive your coffee order within 2 working days** at the delivery address you set;

  • Green Delivery – Delivery of orders via electric vehicles in 2 working days, only available at some points in Lisbon and Porto;

  • Choose Your Time and Day – Allows you to select the day and a shorter and more convenient hour;

  • PickUp Points – Delivery to more than 400 pickup points across the country in 2 working days** (after delivery to the point, you receive an SMS so you can pick up the order, and you have 7 days to do it);

  • Boutique PickUp – Pickup of the order at a Nespresso Boutique, 2 hours after it has been placed and payed.

  * Except Madeira and Azores (delivery in 2 working days for coffee orders placed up to 4:30 pm; after 4:30 pm, delivery in 3 to 6 business days).

  ** Orders placed until 20:00, Monday to Friday (except holidays).

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• What are the main differences between Nespresso Vertuo and Nespresso Original?

  The big difference between the two systems is their extraction method, with the new Vertuo Centrifusion, which is completely innovative and allows through the rotation of the capsule to extract a variety of coffee sizes and offer the high quality coffee experience that customers expect from Nespresso.

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• Can I use Nespresso Original capsules in Vertuo machines?

  No, because the capsules are distinctive for the different coffee extraction systems. So we offer capsules specifically for the new Vertuo system, so you can continue to get the best cup coffee experience.

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• Can I find the same coffee in Nespresso Vertuo and Nespresso Original?

  Vertuo and Original lines are made from the highest quality coffee. The blends are different because each coffee is created in a particular way - with specific bean selection, blends, roasting and grinding - for the best interaction and harmony with the preparation parameters set by the system. As these parameters differ from Original to Vertuo, it makes sense that these blends are different too and as such the aromatic profiles of the coffees are also distinct.

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• What is the barcode on Nespresso Vertuo capsules used for?

  The barcode system allows perfect preparation for the different coffees available for the system. The Vertuo machine reads the barcode and adjusts the extraction parameters (for example: quantity and temperature of the water, extraction speed, etc.) to prepare each coffee perfectly.

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• Why are there three capsule sizes and five cup sizes?

  There are different cup sizes to cater for the different formats that the Vertuo system comes in. The smallest capsules make espressos. The medium-sized capsules make double espressos and gran lungos. The larger capsules make mug, and also Carafe, a coffee that can be shared. 

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• How is Vertuo cream formed?

  Cream is naturally formed through coffee and air. It's produced during the extraction process and is a sign of the coffee's high quality, enhancing the pleasure of tasting it. The crema protects the coffee's flavours, sealing them in the cup until they are released as the drinker enjoys his or her coffee. The crema allows consumers to enjoy the full aromatic profile. This is the first single-serve system that prepares coffees in a large cup with cream, since cream is traditionally a feature of espresso coffee.

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• What is the caffeine quantity of these coffees?

  The amount of caffeine differs in each coffee and depends on two factors: the proportion of Robusta in the blend (Robusta contains twice as much caffeine as Arabica), and the amount of ground coffee used to prepare each cup.

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• How can I make milk recipes in Vertuo?

  With Vertuo you can easily achieve an outstanding cup result by pouring in milk before the coffee is brewed. As the coffee fills the cup, the milk is gently mixed with the cream and coffee to create a smooth, soft beverage.

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• My Vertuo machine is showing an anomaly. What can I do?

  In the Machine Support area: https://www.nespresso.com/pt/en/assistencia-tecnica#!/ you will find instructions and videos on how to use your machine and carry out maintenance, as well as an area for Troubleshooting. Alternatively, you can contact the free Customer Service 800 260 260, near your machine, so that we can validate your machine's data and carry out the necessary technical checks.

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• What are the differences between the Vertuo Next and Plus machines?

  The Vertuo Plus machine is distinguished by its automatic opening system, with just one click, and by its adjustable and larger capacity water tank.

  The Vertuo Next model is a machine designed to accept an even larger capsule size and can make half-litre coffees, such as the distinctive Carafe.

  Check here: https://www.nespresso.com/pt/en/gama-maquinas-cafe-vertuo for all the specifics of the different Vertuo machine models.

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• Is it possible to recycle Nespresso Vertuo capsules?

  Yes, all Vertuo capsules can be recycled through the Nespresso capsule recycling system. In Portugal there are 250 collection points available, in boutiques and from our partners, and you can also hand in your used capsules to the courier when you have a new order delivered to your home.

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• How can I pay for my order?

  Currently, when registering your order via website or mobile app you can choose one of the following payment methods:

  • MBWay - payment must be made within 4 minutes after receiving the notification for validation. Otherwise, the order is not validated;

  • Google Pay;

  • Apple Pay - payment by Apple Pay through the website, is only available on the Safari server;

  • Visa or Mastercard Credit Card;

  • PayPal;

  • Direct Debit- you can request on https://www.nespresso.com/pt/pt/contact-us, the form to activate direct debit on your account;

  • Multibanco Prepayment- an entity and reference are generated and you have 72 hours to make the payment, otherwise the order will be automatically canceled (order is shipped only after the payment is made).  

  Through the toll-free helpline, the available payment methods are

  • MBWay - payment made at the moment of contact, through payment confirmation on the MBWay platform;

  • Multibanco Prepayment; 

  • Visa or Mastercard Credit Card;

  • Direct Debit (If active). 

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• I placed an order online and have not registered my payment details. Where can I find them?

  You will receive an e-mail with the payment details of your order within two hours. However, you must select the option E-mail in the Contact Preferences, after logging in to your account for receive the email with the payment details. 

  You can also reach us through our toll free helpline 800 260 260.

  The order may take up to 1 hour after registration to become available in our system.

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• What should I do if I have paid a bill twice?

  If you have paid your invoice twice, the indicated amount will be credited to your Nespresso account and applied to your next order.

  If you would like the refund to a bank account, you must send us the IBAN/SWIFT proof (official bank document from Multibanco or Netbanking) via the contact us form on https://www.nespresso.com/pt/en/contact-us.

  For further informations, please contact Nespresso on the toll free number 800 260 260.

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• I have received a reminder, even though I have paid this bill. What should I do now?

  Please note that we receive your payment only after 3 to 5 working days.  It is, therefore, possible that your payment and our reminder have overlapped.
  
  If you paid your bill more than a week ago, please contact your bank in the first instance to check whether the payment has been returned to you. 

  If this is not the case, please call us to our toll free number, or fax us on 800 206 219, the official proof of your payment/ postal payment slip (Internet transfer notice is not valid) showing:
  
  - the sum paid
  - the value date
  - the reference number entered 

   

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• What does Local Payment mean?

  Local Payment (LP) refers to the following payment methods:

  • MB WAY​;

  • Google Pay​;

  • Apple Pay (only if made on the Website). 

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• I would like to change the tax number associated to my order. What can I do?

  Correcting the tax data on an invoice is only possible when you do not benefit from campaigns associated with your customer account, such as Nespresso&More benefits, among others. 

  If this is not the case, you can request the respective change through the contact us form on https://www.nespresso.com/pt/pt/contact-us.

  Any change request involving one or more business customers, requires the sending of the copy of the Permanent Certificate or the access code to this document.

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• I made a mistake paying the amount on my invoice, what should I do?

  Please contact the Nespresso Club at the freephone number, 800 260 260, so that we can help you solve any problems with your invoice.

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• What is the Nespresso Plan?

  The Nespresso Plan consists of purchasing a new machine for 1 euro - with the exception of the Creatista Plus model available for 120 euros and the Creatista Pro and Vertuo Creatista models available for 240 euros - and by charging a monthly fee for 12 or 18 months, which varies depending on the machine you choose, this same monthly fee is converted into coffees and accessories of your choice. Find out which plan is the best for you at: https://www.nespresso.com/pt/en/o-meu-plano-maquina#/

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• What is Nespresso Credit?

  Your Nespresso credit is a balance loaded into your customer account after payment of the monthly fee, that can be made available up to 4 working days after the monthly fee has been successfully collected. You can use it all in one order or add up the value of several months, to spend when you need it. If the value of your order exceeds the credit, you will only pay the excess.

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• How can I check my Nespresso balance/credit on the website?

  You can view your Nespresso balance in your customer account by logging in to https://www.nespresso.com/pt/en/secure/login

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• Can I transfer my credits to a different account?

  The credits associated from the Nespresso Plan are neither transferable nor refundable, expiring 2 years after cancellation of the plan with which they are associated.

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• How long does it take for credit to be available in my customer account?

  It may take up to 4 working days for the credit to be made available in your customer account, after the bank account or credit card has been properly charged. 

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• Can I really cancel my Nespresso Plan at any time?

  The Machine Plan has a mandatory loyalty period of 12 or 18 months, being automatically concluded after the last monthly fee has been charged.

  If you wish to cancel before the first 12 months, you can do so by means of a clear written statement, via Chat or the “Contact Us” option on the website or by letter to Nespresso Customer Service, Rua Alexandre Herculano, 8, 2799-554 Linda-a-Velha, and a cancellation fee will be issued, deducting any possible credits in your account.

   

  The Coffee Plan does not have any mandatory period of loyalty.

  You can cancel at any time, through our website, if there is no monthly payment in arrears. We remind you that as of 14 November 2021 the Coffee Plan is no longer available for new subscriptions. 

   

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• And what happens to the credit if you cancel the Plan?

  Even if you cancel your Plan, the amount you still have in your customer account will remain valid for 2 years. You will no longer have the discount available.

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• My Machine Plan is ending its loyalty period, is it necessary to request its cancellation?

  Your Machine Plan includes a mandatory loyalty period of 12 or 18 months, according to the machine model. This way, after the confirmation of good collection of the last monthly fee of your Nespresso plan, it will be automatically concluded.

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• Am I eligible for this offer

  Currently to sign up for the Nespresso Machine Plan you just need to login to your customer account and select the model of machine you want, in the My Plan section.

  It is not possible to have more than one active plan in your customer record. If you wish to join a new Plan, you can only do so when your current Plan ends.

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• How can I start a Nespresso Plan?

  You can Subscribe a Plan on our website (by credit card) or at one of our Nespresso Boutiques (by direct debit).

  If you choose our website, please follow these steps:

  1. Select the machine plan that suits you best;

  2. Do not add more products to your basket. Later, you can use the credit in your order;

  3. Confirm that the billing and delivery addresses are correct;

  4. Validate your credit card details;

  5. Read and accept the terms and conditions of your Nespresso Plan, before finalizing your order;

  6. Wait for the confirmation email. After receiving this e-mail, your Plan will be active and the credit for the first monthly payment should be available in your account, within a maximum period of 2 working days after billing.

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• Can I pay with Virtual Credit Cards (MBNet / MBWay)?

  Yes, as long as you do not use virtual Mastercard credit cards (Example: MBNet/MBWay associated with a Mastercard card). Even with the “Multiple purchases” or “Recurring payment” card types, we have verified the impossibility of processing the payment of monthly fees, which automatically suspends the plan.

  If you made your first payment with a Mastercard virtual card, you have the option to keep your Nespresso Plan active:

  - change your payment method to a physical Mastercard credit card, or VISA (virtual or physical), through your customer area in "My Nespresso Plan".

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• How can I change or add a credit card to my Nespresso Plan?

  If your Nespresso Plan is charged by credit card, simply change it using the following steps:

  • Log in with your email and password;
  • Go to the Welcome area - My Plan;
  • Add new card;
  • Fill in all the necessary data;
  • Click Save.

  After completing these steps, please contact us through the Contact form, available on website, or through the free line 800 260 260, to inform us.

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• How can I pay my monthly fees?

  You can choose between paying with a bank card or direct debit (the latter only available in our Boutiques). If you choose a bank card, bear in mind that you need at least one active card associated with your Nespresso registration, you can only use Visa or Mastercard cards. The respective card must have permissions for international and recurring payments and a ceiling of at least 5 euros higher than the value of the transaction. Please check your card authorizations with your bank.

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• Can I request a change in the date on which my Nespresso Plan's monthly fees are charged?

  Credit Card – yes, you can apply through the helpline 800 260 260, or through the Contact form, available on website. 

   

  Direct Debit - it is not possible to change the charging date. 

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• I subscribed to a Nespresso Plan in the Boutique, but the second monthly fee has not been charged. What can I do?

  There was a technical error in the payment method for the Nespresso Plan processed in the Boutique, through the payment Terminals made by contacless.

  Thus, for correct collection of your Nespresso Plan monthly fees, please follow these steps:

  Log in with your email and password;
  Go to the Welcome area and click on Express Checkout - https://www.nespresso.com/pt/en/myaccount/expressCheckoutPreferences;
  In the Choose your preferred payment method option, select credit card, credit card type (Visa or Mastercard) and add all necessary data;
  Click on Save my preferences.

  After provisioning the credit card associated to the plan, please let us know through the Contact Us form: available on website, or Customer Service 800 260 260, so that the card can be properly allocated to it, and the monthly fee due, if any, can be charged.

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• When do I have to pay for my Plan?

  The first monthly fee is charged when you subscribe to your Nespresso Plan.

  In the following months, the amount will be directly debited from your account on a fixed date:

  - Credit Card - On the same day you joined your plan (except if you subscribe to the plan on the 31st, being charged on the last day of each month);

  - Direct Debit - On the date visible on the website, the request is made to the bank entity, and the collection date takes 3 to 6 days after the scheduled date. The credit may take a maximum of 4 working days to be made available in your customer account. We remind you that this method of payment is only available if you subscribe a plan at one of our Boutiques.

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• Can I exchange or return my machine of a Nespresso Plan?

  Exclusively for online subscriptions (eCommerce), you can only exchange or return your machine of a Nespresso Plan, during the first 14 days after receiving your order.

  When subscribing Plan at one of our Boutiques, exchanges or returns are not accepted.

  Nespresso will only accept returns of products in their original condition and packaging, accompanied by the respective invoice.

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• Why did you decide to end the Nespresso coffee plan?

  Our goal is to ensure that we offer the best products and services. This was a strategic decision made in order to revitalize and improve the Nespresso consumer experience.

  However, all customers with an active plan before 14 November 2021 will continue to enjoy the benefits that come with it.

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• How can I change my Coffee Plan to a higher/lower plan?

  By November 14 of 2021 it will no longer be possible to change to another plan, as this would imply to cancel the current one and create a new one.

  However, you can put the Nespresso Plan on pause (for a maximum period of 3 months) through the following steps:

  1. Click on "My Plan - Plan Details" and choose the "Cancel Plan" option;
  2. Choose the option "I have accumulated enough credit";
  3. Click on "Pause My Plan", choosing how long you want to pause your Plan and you will be notified by email as soon as the change takes place.

  During that period, if you make a purchase you can use credit that you may have available, however, the coffee discount will be inactive.

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• How long does it take to view the order in my online account?

  After placing an order through the website or app, it may take up to 2 hours to view your order in your customer account. However, you will receive an email to confirm your order if you have an email address associated with your customer account.

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• What tests can I perform to regain access to my online account?
  1. Go to computer - Open browser you usually use (preferably Google Chrome) - Delete cookies and history;
  2. Access the link: www.nespresso.com/pt/en/forgot-password - Enter email address - Select "I'm not a robot" - Continue;
  3. Open an anonymous browser - Access the e-mail sent to your address, to register a new password;
  4. Close the browser where you placed the new password - Open a new browser (in an anonymous browser) - Place link www.nespresso.com/pt/en - Log in with e-mail and new password - Confirm access successfully.
  5. Log in with e-mail and new password in a common browser and confirm access to your account successfully.

  If this constraint also occurs in the Application, you should perform the following steps:

  1. Delete APP and install again;
  2. Log in to the APP with the new credentials, and confirm access successfully.

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• How can I register as a new Nespresso customer?

  You can register as a Nespresso customer in the following steps:

  > Access https://www.nespresso.com/pt/pt/registration?execution=e2s1 ;

  > Fill in First name, Surname, e-mail and password;

  > Select "No, I do not have a Nespresso client number";

  > Select Continue.

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• How can I sign-in to my account, on your website?

  If you are already a customer and your online access is created, in the upper right corner click on Please sign in to your account and enter your email and password.

  If you are already a customer, but have never accessed your account online, go to this page https://www.nespresso.com/pt/en/registration, register your personal data and select the option Yes, I do have a Nespresso number. In addition to your customer number, please make sure that the all personal data corresponds to the data registered in our system.

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• How can I register a machine through the website?

  You can register your Nespresso machine after logging in through the following steps:

  > Welcome;
  > My Machines;
  > Add a Machine;
  > Select the Range of the Machine;
  > Select the Colour of the Machine
  > Enter the information for the Machine:
             - Serial No;
             - Date of purchase;
             - Place of purchase.
  > Save Changes.

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• How can I change my password?

  If you are logged in and just want to change this information, you should go to the "My Personal Information" tab, enter the new email address and confirm it. By clicking "Save my information" a confirmation e-mail is sent to the original e-mail address. You should select "Confirm email change" to make the change effective. 

   

   

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• How can I change my password?

  If you don't remember your password, go https://www.nespresso.com/pt/en/forgot-password to reset it. After entering your email, we will send you a link, valid for 72 hours, to create a new password.

  If you are logged in and just want to change this data, you must access the “My Personal Information” tab, enter the old password and the one you want to use instead. When you click on “Save my password” it will be changed immediately.

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• Why isn't my offer being added to my basket?

  Our offers and discounts are only added on the summary page, before selecting the delivery mode. If you already have the items in the basket, you must click on "Go to shopping cart" to confirm the order.

  If for any reason, your offer or discount does not appear on the summary page, please contact us via the free line 800 260 260 or the form at https://www.nespresso.com/pt/pt/contact-us, so we can help you.

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• How can I view the credit on my account on the Website or Mobile App?

  To check your credit, first log into your online account via our website or mobile app. After logging in:

  - On the Website: you can check your credit at the top of the page next to your login information with your name. After adding products to your basket, you can check the credit applied to the order (Estimated Credit), as well as the credit that remains available in your account (Remaining Credit);

  - On the App: you can check your available credit by accessing the "Account" tab.

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• Can I benefit from more than one gift machine per anniversary, if they are of different technologies?

  Only one free machine can be used per Nespresso customer anniversary, regardless of the system (Vertuo or Original).

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• What are the Nespresso & More Benefits?

  From your first purchase you will have access to our Nespresso & More benefits programme. These benefits are related to the amount of capsules you consume and the years you spend with us.

  Find out at https://www.nespresso.com/pt/en/beneficios, which are the different statuses and offers related to your consumption and seniority.

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• Where can I find my status?

  You can check your status in the "My Client Status" section, available em https://www.nespresso.com/pt/pt/myaccount/leclub/membershipStatus, after logging in.

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• How many capsules are left to reach 1000 and get the free Descaling Kit?

  You can check the consumption of your current customer anniversary on https://www.nespresso.com/pt/pt/myaccount/leclub/membershipStatus, after logging into your online account.

  Whenever you reach the consumption of 1000 capsules, between birthday customer, you will be entitled to a voucher with a validation code, so that when you need it, you can order the Decaling Kit for free.

  In Step 1 - Shopping Basket there is a field: "PROMOTIONAL CODE", where you should add the voucher validation code and click "OK".

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• The shopping basket does not automatically show the offers associated with the benefit of my customer status. What should I do?

  To have access to these benefits you must add to your online order the Machine, the Aeroccino, or the Accessories you want to buy (depending on the benefit), the same way you do with the number of capsules required, since the site does not assume the offer automatically.

  In the area - Payment and/or Summary you can check the automatic discount.

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• How much does a repair cost?

  Machine under factory or repair warranty:

  No associated costs – only for machines purchased within the Nespresso network.

   

  Machine without factory or repair warranty:

  > Active customer - purchase of 250 capsules;

  > Inactive customer - purchase of 300 capsules.
  
  

  Machines under factory or repair warranty and purchased outside the Nespresso network can be delivered for repair at the place of purchase. If you have purchased your machine at one of our partner retailers, you should go there for the repair of your equipment.

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• When to descale a Nespresso machine?

  We recommend that you descale your Nespresso machine annually.

  Depending on your machine model, water hardness and usage, our Technical Assistance Specialists will be able to advise you to carry out this process with shorter intervals.

  We also recommend that after preparing your coffee and ejecting the Nespresso capsule, perform a water extraction to remove the remnants of coffee.

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• How can I descale my machine?

  The descaling process differs in each machines. You can find instructions and an explanatory video on how to descale your equipment, on https://www.nespresso.com/pt/en/assistencia-tecnica#!/

  If you have any questions during this process, do not hesitate to contact us throught the toll free line 800 260 260.

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• Where can I find the Descaling Kit for my machine?

  The descaling kit for your Nespresso machine can be found here.

  It is suitable for all models of Nespresso machines in the domestic range and contains two descaling units for two uses.

  Find out how to descale your machine here.

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• My machine is not working properly. How can I get repaired it?

  Please contact our technical assistance service on our free phone number 800 260 260.

  We provide troubleshooting for all Nespresso machines, using our in-depth knowledge of the technology to diagnose the problem and assist you in finding the best solution. If a repair is required, we can do the following:

  - Collect your machine from your home address or another address of your choice
  - Provide a loan machine for the duration of the repair.
  - Fully repair of your machine and a check all its components.
  - Return your repaired machine to your home or another address of your choice.
  - A 6-month repair warranty covering any work carried out.

  This service is free of charge during the two-year warranty period.

  Outside the warranty period, our Coffee Specialists will be pleased to inform you about our current fees.

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• I have done the descaling but the alert is still on. What can I do?

  In these cases the machine has not successfully completed the descaling process.

  Therefore, and if you have used the descaling product in the previous process, you must perform the whole procedure again exclusively with clean water, through the steps indicated on https://www.nespresso.com/pt/pt/assistencia-tecnica#!/ (depending on the model of your machine).

  We warn you not to fill the water tank while it is in the base of the machine.

  If the situation persists please contact the toll free helpline 800 260 260.

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• How can I order a replacement part for my Nespresso machine?

  You can request any part for your Nespresso machine by calling the free phone number 800 260 260, indicating the model of the machine (type - on the base of the equipment).

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• How do I use and clean my Aeroccino?

  To use your Aeroccino correctly, you should always choose to use cold milk, preferably UHT and take into account the maximum level for hot milk and milk froth.

  The Aeroccino must be cleaned with a soft, damp cloth after each use to remove all milk residues and prevent them from burning.

  View the tutorials we've created for you here.

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• My Latissima machine does not make a creamy frothed milk recipe. What can I do?

  We suggest you to follow these steps:

  > Remove and separate all parts of the milk container;

  > Rinse thoroughly any milk residues with clean water;

  > Soak all the parts in hot water (approximately 40º C) with some detergent for at least 30 minutes;

  > Rinse with clean water and dry with a clean, damp cloth;

  > Make a recipe, with semi-skimmed cow's milk, at refrigerator temperature (approximately 4°C) - turn the milk frothing regulator knob to the froth position.

  This procedure should be carried out after each milk recipe extraction.

  If the situation persists, call our free service hotline 800 260 260.

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• Where can I find a manual for my machine?

  You can find here  the appropriate manual for your Nespresso Machine.

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• Are all Nespresso machines repairable?

  For machines discontinued and/or manufactured before 2014 (inclusive), there is no viability of repair.

  The machines purchased outside of Portugal, only have possibility of repair if:

  - voltage and frequency are the same as in Portugal (230V or 50 Hz);

  - the machine has not been altered or modified (e.g. plug, cable);

  - the model is or was marketed in Portugal;

  - existing brand in Portugal (Delonghi, Krups or Nespresso) - repair in and out of warranty;

  - brand not existing in Portugal - repair only out of warranty.

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• What has Nespresso done so far regarding recycling at a global level? And specifically in Portugal?

  In terms of recycling, Nespresso has been a catalyst for change in favour of recovery and valorisation of the raw materials used in coffee capsules. We have urged governments to adopt legislation allowing capsule recycling, by bringing industry stakeholders together to boost technological and legal changes regarding the responsible aluminium acquisition and its recovery later on, and by developing recycling solutions where national waste treatment solutions do not include used capsules. Simultaneously, Nespresso has created about 14,000 collection points in more than 30 countries.

  In the Swiss market, for example, capsule recycled aluminium was used to manufacture Victorinox knives, and a pilot program is being development to transform used capsules into new ones. We have also added value to coffee grounds by integrating them into the creation of nutrient-rich organic and farming compounds, or biogas.

  In Portugal we have launched the Recycling@home project that will allow us to collect used capsules in a more convenient and comfortable way to our customers, that is to say, we will collect used capsules upon delivery. Already implemented in 15 countries, we believe this is a good solution to increase collection of used capsules.

  This measure will work additionally to our currently available network of 280 capsule collection points, spread throughout the country, including collection at Boutiques and Points of Sale, among others.

  In addition, we developed a large incentive project to encourage our customers to participate in their coffee capsule recycling called "Reciclar é Alimentar" (Recycling is Feeding), consisting in Nespresso capsule collection for recycling and subsequent use of coffee grounds for rice fields fertilization. Since the project's inception in 2010 we have been able to deliver 386 tons of rice to the Food Bank.

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• What does Nespresso get by recycling the capsules?

  We get a more sustainable activity, with a positive impact throughout our entire value chain, reflecting in several stakeholders’ activity, in our consumers’ awareness and in our contribution to preserve the environment and the planet's resources. Otherwise we could anticipate a better future, and Nespresso could not continue to have a goal of delivering the best and most sustainable coffee in the world to its consumers.

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• How many customers do you plan to reach with the Recycling@home initiative?

  We believe that adhesion will be significant, given that this initiative guarantees maximum convenience and comfort for our consumers. Customers will simply be asked to save their used capsules in a bag, which will be collected by our delivery service upon delivery of a new order.

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• Would not it be easier for Nespresso to encourage capsule collection if you were to pay a return per capsule?

  We understand that recycling is a commitment involving an entire society. A person or company, per se, cannot have the whim to make a difference alone. Only large scale involvement of all stakeholders can have a significant impact on society, the environment and the planet.

  And it is important to point out that Nespresso assumes all costs associated with this waste collection and treatment.

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• What specific initiatives is Nespresso outlining for Portugal in order to achieve your 100% recycling goal of used capsule aluminium?

  The initiatives we are implementing in Portugal focus on three distinct axles:

  1) "Educate" - aims to educate and promote a change in our Customers’ behaviour, towards recycling and resource valorisation.

  2) "Make it easier to recycle" - aims to simplify and maximize collection of used capsules, turning recycling into a simple and easy process for our customers.

  3) "Give back" - aims to create projects based on value sharing with the community, involving civil society and private sectors to work in partnership, thus strengthening and accelerating sustainable development.

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• What is the current Nespresso capsule recovery rate (globally and in Portugal)?

  Through our recycling program consisting of 14,000 recycling points in 36 countries, Nespresso guarantees the collection of more than 86% of its used capsules.

  In Portugal, we already have more than 280 capsule recycling points spread throughout the country – including Boutiques and Points of Sale – and thanks to this network we have a capsule collection ability to recycle of 89%.

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• How is Sociedade Ponto Verde (SPV, a Portuguese non-profit recycling organisation) involved with Nespresso? Does it mean that Nespresso capsules may eventually be recycled in the yellow recycling bin?

  In Portugal, the traditional yellow, green and blue recycling bins provide a large-scale response to our consumption habits and to technology available in current waste sorting centres.

  Since 2015 Nespresso has been consolidating its relationship with Sociedade Ponto Verde, in order to jointly find a solution to Nespresso coffee capsule treatment. This is one of the emerging wastes for which Sociedade Ponto Verde wishes to find an answer.

  It is in this context that Sociedade Ponto Verde has been helping and supporting Nespresso, namely regarding research, so to find a viable and sustainable solution.

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• Why are people not able to place Nespresso coffee capsules in the yellow recycling bin in Portugal?

  According to the European Directive 94/6/EC there are several emerging wastes that are not considered packaging materials and, for that reason, these cannot be accepted in yellow recycling bins. Nowadays, these wastes are related to a fee payment, that is, by the 'ponto verde' payment (a recycling fee paid by some companies to Sociedade Ponto Verde to support recycling management costs).

  This is also a worldwide reality. However, in countries such as Germany, where technical willingness has joined political willingness, it is already possible to place Nespresso capsules in the yellow recycling bin today.

  Nespresso faces this project as a great challenge, but also as a great opportunity for all small aluminium packages, which currently cannot complete their aluminium virtuous cycle because there are no proper channels. We believe this project – regarding small aluminium packages – will benefit our entire society, in line with the circular economy principles.

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• Will this project with the Food Bank continue?

  Yes. This is an excellent project we want to continue during the coming years. We are very proud of this project and wish to continue contributing to it.

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• Is the aluminium replacement by materials with less environmental impact still not an option for Nespresso?

  We keep considering that currently aluminium is the best available material to store our product, not only because it protects our coffee’s freshness, taste and quality, but also because it is infinitely recyclable. Also, recycled aluminium is used in a large number of consumer products, including cutlery, window frames, bicycles and automotive components.

  We keep looking for new ways to further reduce our products’ impact and, as you can see by these initiatives, increasing our recycling rates is a clear priority.

  Finally, Nespresso supports a responsible approach to aluminium use. The amount of aluminium used in Nespresso capsules is very small compared to overall consumption (1 gram per capsule, as opposed to 13-14 grams in a can of soda, for example). And despite being a small participant in the industry, Nespresso has a pioneering role in promoting more sustainable sourcing of aluminium.

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• Considering that Nespresso customers have no direct benefit in returning for recycling, do you think that these initiatives will be enough to mobilize the Portuguese people?

  We see there is an increasing number of consumers becoming aware of what sustainability means, and more concerned about consuming sustainable products, which in itself is a good indicator of an also growing motivation to separate and recycle. We believe that society keeps evolving in this direction and that, thanks to education and awareness campaigns involving consumers, we are on the right track to achieve our goals.

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• Why is sustainability an important part of your business?

  Sustainability is a business imperative for us: we rely on high quality raw materials to deliver the perfect coffee experience for our consumers. Only 2% of the world's coffee crop meets our rigorous quality and aroma requirements. We believe that the best way for us to protect the acquisition of these rare coffees is to ensure the environment protection where our coffee is grown, given that a more sustainable farming increases the ability to produce consistent quality coffee, in the long term, and provides a more sustainable and equitable outcome for farmers.

  We began implementing sustainability into our value chain in 2003, with the launch of our unique approach to coffee acquisition, Nespresso's AAA Sustainable Quality Program™. Later, in 2009, we implemented sustainability into the entire coffee value chain of our business.

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• Why does Nespresso use aluminum to pack their capsules?

  No other capsule material that we have examined can protect the freshness and aromas of our coffees, while interacting with our machines in such a way as to consistently produce the high quality coffee that our consumers have come to expect. In addition, aluminum also has the unique advantage of being infinitely recyclable. The use of aluminum also allows us to eliminate the need for any additional packaging or overwrap to protect freshness, and its lightweight provides environmental advantages from a logistics perspective providing further advantages from a sustainability perspective.

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• How does Nespresso's approach to sustainability differ from other companies’?

  Our sustainability approach is unique due to being completely embedded in all our operations. Our holistic approach, booster together with several business and NGO partners, reflects our vertically integrated business model by ensuring sustainability from coffee acquisition to our products’ end the life. Our on-site sustainability approach in coffee producing countries, conducted via the Nespresso AAA Sustainable Quality ™ Program ™, is unique. Additionally, Nespresso was very pro-active in the development of recycling solutions for its used capsules in the markets we do business, in cases where national waste treatment solutions did not accept used capsules. We therefore urged governments to change legislation so that capsule recycling solutions would be accepted; to join industry stakeholders together and drive a more comprehensive change like the implementation of new technological solutions for aluminium and steel recovery; or to define a standard for responsibly acquiring aluminium.

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• How will Nespresso achieve carbon neutrality by 2022?

  Nespresso is committed to being carbon neutral in every cup of coffee by 2022 through the following initiatives:

  -Reducing carbon emissions- sustainable energy use in Nespresso's operations and increasing the use of recycled plastic in machines, as well as recycled aluminum and low-carbon virgin aluminum in coffee capsules;

  -Planting trees in and around the coffee plantations from which Nespresso sources its coffee- with partner Pur Projet, Nespresso will triple tree planting capacity in coffee producing countries such as Colombia, Guatemala, Ethiopia and Costa Rica;

  -Support and investment in high quality projects- support for forest conservation and restoration as well as conservation and restoration, as well as the implementation of clean energy solutions in agricultural communities.

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• What initiatives are being done with machines in terms of sustainability?

  Nespresso continues to focus on developing sustainable initiatives that convey the full DNA of the of the brand.

  Therefore, by the end of 2022, all domestic machines will have a sustainable packaging:

  -Replacing any non-sustainable substances;
  -Start using 100% recyclable materials;
  -Use recycled materials;
  -Reduce the printed area (use the color of the card instead of the black background) - some of our new machines for sale have already this box concept.

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• Why only the capsules in the Master Origin Colombia range are made of 80% recycled aluminum?

  In 2020 we changed the capsule production to this specific variety and today, reinforcing our commitment to sustainability, all capsules of the Master Origins range are made of 80% recycled aluminum.
  However, we expect to be able to switch all our domestic capsule production to this new model as soon as possible.

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• What is green delivery?

  Green deliveriy is a way of delivering orders through electric vehicles, only available in some parts of Lisbon and Porto.

  This new service aims to strengthen Nespresso's commitment to having a positive impact on the environment, so it is intended that in time the service can be extended to the rest of the country.

  Recently we started to deliver some parcels by bike, mainly in Lisbon.

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• The Nespresso recycling bag is made of plastic. Isn't it harmful to the environment?

  The new recycling bag is made of 70% recycled plastic, and after use, the bag is also recyclable.

  After use, the bag enters the recycling cycle to be recycled.

  To ensure safe packaging and transportation of the used capsules, the bag needs a specific material when it comes to strength, so it is not possible to use 100% recycled plastic.

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• What is an easy order?

  Easy Ordering is the best way to ensure you never miss your coffee moment.

  In this service you can select the delivery address, the frequency of your order, and the desired varieties, so that the order is sent automatically without commitment or loyalty.

  The minimum number of capsules for this service is the same as for a normal order, namely 50 capsules without shipping costs.

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• What are my obligations when I subscribe to the Easy Order service?

  There are no contractual obligations when registering for the Easy Order service. You can easily create, modify or cancel your Automatic Order via the website or application under the tab My Account - My Easy Orders.

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• What payment methods are available for the Automatic Order?

  Payment of the Easy Order is exclusively by Credit Card. On the dispatch date of your scheduled order, a credit card associated with your Nespresso registration must be active.

  The associated credit card must have authorisation for recurring payments and transactions abroad, active 3D Secure, and in the case of a virtual card, a plafond of at least one euro higher than the transaction amount. In addition, you may not use Maestro credit cards.

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• What delivery methods are available for the Easy Order?

  Currently you can opt for Standard delivery to an address of your choice in order to receive your easy order in the most convenient way.

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• How will I know when my Easy Order will be delivered?

  Your order will be dispatched the working day following the date set out on the website. You will be notified four days prior to the dispatch of your order via e-mail. If you wish to change the delivery address, products and quantities selected, as well as information regarding delivery and payment, after receiving our email, you can still make these changes up to 12pm of the day before shipping.

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• How many calories contain each capsule?

  The content of calories of an espresso is insignificant. There are 300 Kcal. in 100 grams of roasted and ground coffee. Nespresso capsules contain 5,5 grams of coffee on average.
  Bearing in mind that the coffee ground is not consumed directly but it is dissolved in water, the quantity of calories is even less.
  An espresso cup contains approximately 0,6 calories while a lungo cup contains approximately 1 calorie.

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• What is the shelf life of the Nespresso capsules?

  Our capsules are hermetically sealed for optimal conservation of coffee aromas. Two dates are indicated on each sleeve: the production date and the date of consumption. We ensure the freshness consumption up to 12 months after the date of production. The best before date is however not the expiration date as the coffee is not a perishable product. This date is recommended for obtaining the best results in a cup.

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• What distinguishes a Nespresso coffee?

  Nespresso coffee is a coffee that has the following criteria: Exceptional origins, ideal terroir, best agricultural practices, skillful mixing, roasting and grinding.

  We equate our coffee to wines called Grand Cru. Since the quality and agricultural know-how that give rise to it result in a unique and superior personality; as well as the wine practices used to produce the final nectar are also the best.

  Thus, our coffee suffers a similar phenomenon. Like wine, the best coffees result from its terroir: the harmony between the soil, weather conditions, variety, appearance and altitude. When these physical attributes are found by a skilled producer, the application of best agricultural practices in mixing, roasting and grinding follows. And that is how Nespresso coffee comes about.

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• What does the intensity of a Nespresso Coffee mean?

  The intensity of the coffee is defined by the level of bitterness, the body and the degree of roasting. Nespresso coffees can be compared by intensity on a scale ranging from 1 to 13. A coffee is considered to be intense when its intensity is greater than 8.

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• What decaffeination process does Nespresso use?

  The green coffee is soaked in water of around 80° C for about an hour. The caffeine dissolves into the water.
  The coffee is then removed from the water and carbon is added to the water to remove the caffeine. After that the coffee is put back into the water to reabsorb the natural coffee bean aromas. The coffee beans are then dried and the usual grinding and roasting methods are employed.
  The removal of caffeine is, therefore, completely natural. This decaffeination process removes up to 99.9% of the caffeine from the coffee beans.

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• Do the Nespresso capsules contain allergens?

  None of the Nespresso coffee varieties contain allergens such as gluten, lactose or nuts. All contain 100% coffee and are hermetically sealed to prevent exposure to air and moisture.

  References to terms such as malt, milk or cocoa refer to the coffee's aromatic profile, which occurs naturally in the coffee bean, and not to physical elements contained in the capsule.

  The Vanilla Éclair, Caramel Crème Brulee, and Cocoa Truffle coffees are based on Vienna Linizio Lungo coffee and are enriched with natural flavors, with no added sugars or preservatives.

   

   

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• Can pregnant women drink coffee?

  Yes. Pregnant women can drink coffee, but it is recommended that they limit their caffeine intake to 200 to 300mg per day. The moderate caffeine intake for a healthy adult is 300 to 400mg.

  However, we always advise you to consult your doctor for more accurate and appropriate advice.

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• Are the coffees in the Ispirazione Italiana range, copies of Italian coffees?

  No. Although these coffees were inspired by the traditional coffee profiles found in Italy, these are original Nespresso creations. They were inspired by the coffee cultures of different cities and the different roasting techniques found in Italy.

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• I want to authorize someone to make purchases in my customer account, pick up orders in the Boutique or enjoy benefits. What do I have to do?

  If you wish to authorise the purchase of someone on your account and, consequently, for them to use the available credits/benefits, you may do so by means of a clear and written declaration, using the Contact Us form: https://www.nespresso.com/pt/pt/contact-us.

  You must mention the identifying data of the person to be added that you wish to be validated at the time of sale (e.g. name, address, VAT, telephone number).

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• How can I know what offer to select?

  You can consult your proof of purchase to check if the purchase occurred within the date range mentioned in any of the available offers at www.nespresso.com/pt/pt/promocoes

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• What information do I need to provide in order to register my machine and enjoy my offer?
  • Machine serial number (if machine was purchased in a physical store)
  • Promotion code available in the voucher that was delivered when you bought the machine (if machine was purchased in a physical store)
  • Nespresso partner where the machine was purchased
  • Proof of purchase
  • Your personal data in order to process the offer and coffee order

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• I bought my machine on a Nespresso Partner's website / app and I haven't received it yet. Can I still get to my offer?

  Yes, you can still enjoy your offer. Simply identify the Nespresso Partner from which you purchased the machine and attach the proof of purchase to your registration.

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• Where can I find the machine serial number?

  The machine serial number can be found at the bottom of the machine, on the machine box or on the sticker on the leak grid. The number consists of 19 characters.

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• I have a voucher with 10€ discount, if i buy 50 capsules. How can i use it?

  You can access the discount associated with the voucher directly in a Nespresso Boutique, or by calling our toll-free helpline: 800 260 260, so that one of our Coffee Specialists can place the order with the respective discount.

  Through the hotline or in the Boutique, you must indicate the validation code that is on the respective voucher, and the 10€ discount will be automatically applied.

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• How can I apply for a job at Nespresso?

  You can consult the available vacancies (including internships) at Nestlé and Nespresso, in Portugal as well as in other countries, and send your CV to CV, through the following link: https://nestle-nespresso.com/careers?m=PT&l=PT#/. In addition, we suggest that you consult the Linkedin of Nestlé where all the recruitment processes are also available.

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