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• How can I download the invoice for the registered orders?

  Until 01.07.2024 invoices will be sent both by email at the time of finalizing the order preparation but can also be downloaded online from the Nespresso account, "My Orders" section.

  After 01.07.2024 all invoices issued containing the fiscal data of an economic operator can be downloaded exclusively from the ANAF portal (VATOnline).

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• What can I do if I already have an account with multiple billing details?

  Please call us on 0800 008 300 (Monday to Friday between 08:00-20:00) so that we can check all the invoices issued on your account. We can then tell you the best way to ensure that all invoices are issued correctly.

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• Can invoices be issued to different legal entities on the same account?

  On a Nespresso account you can only issue invoices on one legal entity. If you wish to invoice another entity, then it is necessary to set up a new account. The same applies if you wish to issue the invoice on an individual but the account contains the tax details of a company. If you have any questions, you can call us Monday to Friday on 0800 008 300 (between 8:00 and 20:00).

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• What happens to the wrong issued invoices?

  All wrongly issued invoices will generate errors in the ANAF platform and will notify us. By law all errors will be corrected within a maximum of 5 working days.

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• What are the steps when I want to return a product both from one of the Nespresso boutiques?

  The value of a product can be returned to the buyer within 14 days and exclusively in the boutique from which it was purchased, under the following conditions:
  - The returned product must be accompanied by the original purchase receipt (tax receipt)
  - The coffee machine or Aeroccino must be functional and in normal parameters, with no signs of wear
  - Coffee and food products may only be returned in their original, undamaged packaging
  - The product must be purchased in the Retail channel (Nespresso boutique), products ordered online or by telephone can only be returned by courier, according to the General Terms and Conditions of Sale.

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• What are the steps when I want to return a product both online or by phone?

  The return will can be made within 14 days after receiving the parcel, at your expense, by courier, to the address FM ROMANIA SRL: Strada no 57 Bradului Street, Dragomirești Deal village, Dragomirești Vale commune, Ilfov county, zip code 077096, phone 0800 008 300, email Nespresso.Romania@Nespresso.com.

  The returned product must be in the same condition in which it was delivered. Products with physical alterations, traces of excessive use and/or unauthorised intervention, etc. will not be accepted for return. For health protection or hygiene reasons, coffee and other food products purchased at distance will not be accepted for return if the products have been unsealed. If these conditions are met, Nespresso will refund the value of the products within a maximum of 14 days, exclusively to the account of the credit card on which the payment was made. If you have paid in cash by courier, you will be contacted to send us your bank details so that we can refund the amount to your bank account.

  To exercise your right of withdrawal you must inform us about your decision by completing the withdrawal form sent by Nespresso representatives or by sending an e-mail to Nespresso.Romania@Nespresso.com or by calling at 0800 008 300.

  Whichever method you choose, you will need to provide the following information: your name, postal address, telephone number and e-mail address, as well as the original order number (with which the goods were delivered), the number of units returned per product and the code for each product. This information must also accompany the parcel being returned for identification upon receipt in the central warehouse and processing of the return.

  If you wish to receive products other than those originally ordered, you will need to place a new order.

  For more details on return conditions, please refer to the General Terms and Conditions of Sales section under Legal Mentions.
  DOWNLOAD RETURN FORM

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• What are the steps when I want to return a product both from an oficial Nespresso partner?

  Machines purchased from Nespresso partners (e.g. Flanco, Emag, Carrefour, etc.) can only be returned to them, according to the return policy of each partner and in accordance with the law.

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• Where does the name Vertuo come from?

  The name Vertuo is derived from the word "virtuoso", which represents the finest craftsmanship in a certain field.Therefore, this choice reflects Nespresso's aim to provide the best coffee experience.

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• What is Vertuo ?

  The Vertuo range represents an innovative system, which has introduced various ways of extracting coffee and a vast amount of aromatic notes through the Centrifusion™ method since 2014. 

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• How much coffee do the Vertuo Line Nespresso capsules contain?

  The capsules in which the Nespresso assortments are packaged contain freshly ground and roasted coffee in varying amounts depending on the extraction method. Below you will find the grammage for one capsule of coffee.

  - Ristretto and espresso - 7 grams

  - Double espresso and Gran Lungo - 10 grams

  - Mug - 12.5 grams

  - Carafe - 17 grams

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• What does Vertuo Next stand for ?

  The Vertuo Next has been the pioneer on this new range, with Bluetooth that allows automatic updates. It was redesigned to accept an even bigger capsule size, which can elaborate half-liter coffees in order to reach every member's way to enjoy our coffee. The Vertuo Plus represents an upgrade which is distinguished by its automatic open system and by its flexible and removable water tank of high capacity.

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• Can I use Volluto on my Vertuo Machine ?

  Due to the fact that the Vertuo range uses different types of pods, of a different size and also a whole new technology, the original line is not compatible.

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• Can I modify the quantity extracted from Alto intenso into an espresso ?

  This particular system has an innovative technology, which helps the machine extract the assortments based on the barcode located on the capsule. You can modify the quantity of the extracted coffee,but only for the particular assortment that you intend to extract, due to the fact that the parameters are set according to the barcode. Should you want to modify the quantity extracted, please follow the instructions on our website.

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• What does Centrifusion™ technology stand for ?

  This innovation represents the most effective way of extracting a certain assortment due to the prolonged infusion time of the ground coffee with centrifugal force, in order to enjoy the very last drop of aromatic notes from each Vertuo capsule.

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• Is my Vertuo Plus noisier than the Essenza Mini ?

  No, due to the fact that this new range is equipped with the Centrifusion™ technology, it is more silent than the Original range.

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• Can I recycle the Vertuo Pods as well ?

  Yes. All Vertuo capsules can be recycled through the existing system for Nespresso capsules, following the same process as the original line. The two types of capsules can be collected together.

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• Why is there a barcode on the capsules ?

  The bar code on the sides of the capsules serves to inform the device which are the optimal extraction parameters for each assortment. The Vertuo machine adjusts the pre-infusion time, water temperature, water volume and rotation speed accordingly.

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• My vertuo has a problem that is not listed here ? What can I do ?

  Should you encounter any technical problems with your machine, please fill in the information on machine assistance using the next link... or call our Coffee Specialists at 0800008300.

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• My machine does not recognize the capsules? What should I do ?

  Please make sure the capsule's barcode is clean and that the capsule is not broken.Furthermore,make sure the locker where the capsules are placed is dry.

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• Is the Vertuo Range better than the Original Range ?

  The two systems are different and appeal to different types of coffee lovers.The Original range is designed for people seeking the classic espresso and espresso-based coffees, while Vertuo is for those who prefer a large cup of coffee. Furthermore,the technology used is also very distinctive; Vertuo uses gentle Centrifusion™ extraction, while the Original machines use a high-pressure 19 bar extraction system to release the fresh aromas from each capsule.

   

   

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• What is the caffeine content for the Vertuo capsules ?

  The caffeine content may vary for each assortment and is influenced by two major factors: the amount of Robusta used in a capsule (Robusta contains twice as much caffeine as Arabica),as well as the quantity of ground coffee used to prepare the cup. For instance, the caffeine level for Espresso and Gran Lungo sizes ranges from 70 to 150 mg, and for Mug and Alto it may vary from 170 to 200 mg.For Carafe, the caffeine content is between 220 and 250 mg, but this particular coffee size is recommended to be drank in 2 or 3 portions.

  

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• Why the colours of the button are different ?

  The button lights up in different colours and can blink differently in order to better understand what error or which process the machine is conducting. For flashing white light- the machine is heating up and when the white light is stable the coffee machine is ready to be used. When the button is pulsating white, please ensure that the machine is closed properly, and when closing the upper part make sure the closed lock symbol is used. The pulsating orange and white light implies the fact that the descaling process must be done as soon as possible; until the process is finished, the machine can still extract any assortment. When the machine displays the orange light without any blinking, the descaling process must be done immediately and the machine will not extract any more coffee. If the light is blinking orange, please make sure that a capsule is introduced and make sure the extraction head is not blocked. When the machine displays the blue color, please verify the bluetooth connection.If the LED shows a red alert, there can be several reasons, and also the light cadence of the device can vary, i.e. if the LED flashes red every 0.5 seconds, please check the water level in the tank. If the LED flashes white once and then red/orange twice, it is possible that the device does not recognise the assortment you have introduced, thus we would ask you to clear the device and update the software version of the device. When the LED of the espresso machine flashes twice quickly and then pauses, your device has encountered an electronic error, so please disconnect and reconnect the device to the power supply after 10 seconds, and if the problem persists please return to the factory settings. Should you want to rinse your machine please follow the instructions in this video or call our Specialists at 0800008300.

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• My Vertuo Next is not pairing by Bluetooth to my device. What should I do ?

  If your device cannot connect to Bluetooth, please follow the steps below:
  - Log into your Nespresso account and delete the Vertuo Next device from the devices registered in the account;
  - Make a reset to factory settings;
  - Make sure that the device is turned on, because after two 2 minutes it stops automatically;
  - Go to the Bluetooth section of the device you are using and make sure that the device has been disconnected from the phone;
  - Make sure that the device that you use is connected to Wi-Fi, that has Bluetooth enabled and that location is turned on;the application version must also be the latest(if you do not have the most current version, please update it).
  Place your phone on your espresso machine and turn on the Nespresso app. Try to connect your device to the app. Please make sure that the device stays on throughout this process.

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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 the manufacturing of the devices. We assure you that your device is unused. To solve this alert, we would ask you to open and close the head of the device, then leave the extraction unit in the unlocked position. Turn on the espresso machine and when the white light is stable quickly press 5 times per button in 3 seconds;the button will quickly blink 5 times orange and then return to stable white colour. Now you can connect your machine to your device.

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

  We kindly ask you to check and complete our machine use and troubleshooting information.

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• My Vertuo Next does not connect to wi-fi ? What can I do ?

  Make sure that the device is connected to a stable power source. If the device was turned off, you need to turn it on and as far as the Nespresso application is concerned, you need to close it and reopen it.
  - Check for a strong Wi-Fi signal.
  - go to the Nespresso app and access the connectivity section, then the application will scan possible Wi-Fi networks. If no network is detected, select the refresh option at the bottom of the screen. If the device still does not detect the wi-fi network you want, close the Nespresso application and make sure that the device is still on and resume the first 3 steps. When the device finds the desired wi-fi network, you will need to enter the corresponding password to connect.
  In the connectivity section the status "Connected" should be displayed.

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• The machine is on, but no water comes out. The capsule is not punctured. What can I do?

  Your machine may have an air bubble. Air bubbles can block the flow of water through the spout. They usually occur if the machine is operated without water in the tank or has not been used for a long period. Eject any capsule, ensure there is water in the tank, and then follow the troubleshooting tips below. For Vertuo Line machines, follow the Cleaning instructions in your User Manual. Please be persistent; this might take a few tries. For further assistance, please call our Specialists via our toll-free number: 0800008300.

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• What is the difference between Vertuo coffee and another kind of long coffee: for example, filter coffee or instant coffee?

  The difference between the Vertuo range and other ways of extracting coffee in larger sizes is related to the Centrifusion™ technology that represents the most optimal way of extraction for all assortments. This new way of extracting the capsules facilitates the creation of a drink as correctly as possible, in terms of establishing the degree of temperature and the amount of water needed for each assortment, to obtain a coffee with a considerable cream and with distinct aromatic notes.

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• My machine pours a short cup of coffee. What should I do?

  Please refer to the factory reset instructions in your User Manual or the link:  ......Or call our Specialists via our toll-free number 0800008300.

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• Why don't you have an integrated milk solution for the Vertuo range?

  It is possible to purchase the Aeroccino 3 or Aeroccino 4 in addition to the Vertuo machine to create the ultimate milk froth experience, using also the Reverso method. Our specialists are continuously working towards a coffee machine for this range that will have an integrated milk solution.

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• What is crema and why does the Vertuo range value it so much ?

  The coffee cream is one of the main signature elements at Nespresso;it is the main key to preserving the aromatic notes and flavours in order to enjoy the most qualitative cup of coffee.

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• What is Carafe Pour-Over Style?

  Nespresso is famous for the fixed quantities of coffee extracted, the assortments being characterized by exceptional aromatic notes with a simple press of a button. With this new extraction method, you can have amounts up to 535 ml of exceptional coffee, using just one capsule. "Pour-Over style carafe" is not only a way of extracting assortments but a new ritual of Nespresso coffee.

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• What is Reverso and how can I do it ?

  Reverso is the process of mixing milk with the creaminess of the extracted coffee, in order to spoil the taste buds. How can you go through this process? It will be necessary to add warm or cold milk into your cup for the first time, then extract the coffee on top to enjoy an extraordinary recipe.

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• Why does it take so long to extract the coffee ?

  The Vertuo system is based on a 4-step extraction process of the capsules in order to obtain the best results. After heating the device - process that lasts less than for other devices (30sec) -the next step is reading the barcode and enter the pre-infusion stage, then finally extracting the coffee and drying the coffee grounds.

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• Is Vertuo coffee the same as Americano?

  No, the Vertuo range is recognized for the high quantities of coffee extracted, as well for the Espresso at the same time, being characterized by a sharp creaminess. Americano is a coffee recipe, which involves adding an amount of 80 ml of hot water over an extracted espresso assortment, which does not present any cream.

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• Will you discontinue the Original range ?

  No, the Original Range is the foundation of Nespresso, which has facilitated the spread of the Nespresso experience to millions of members. As we are constantly looking to innovate, the Vertuo range is the alternative for members who prefer to extract the assortments in higher quantities than the classic ones, Ristretto ,Espresso or Lungo.

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• How many capsules come in each package?

  Each sleeve contains 10 capsules, except the carafe assortments which contain 7 capsules. The side panels on the sleeves display the coffee name, the cup size and the intensity.

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• Can I make a cappuccino or latte with Vertuo coffees?

  Yes, simply pair your Vertuo machine with an Aeroccino milk frother and you can create a range of hot and cold frothed milk recipes, including a macchiato, cappuccino or latte. We recommend the Vertuo range of Espresso and Double Espresso capsules for these recipes.

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• Why should I connect my machine to the mobile app ?

  We would recommend you to connect your machine to your mobile app in order to verify the software version available and update you machine to solve any error occurred.

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

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

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

  Both Original and Vertuo provide a high quality coffee that is larger than an Espresso (40ml). However, thanks to the Centrifusion™ technology and the new range of Vertuo capsules, we can offer three coffees that are bigger than an Original Lungo: Gran Lungo(150), Mug(230ml) and Carafe (535ml). This is alongside a cup size that is unique to Vertuo – the Double Espresso (80ml)

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• Why does Vertuo have a different range of coffee blends to the Original system?

  When it comes to crafting our blends, the process is unique. This includes a rigorous bean selection, expert blending, roasting and grinding for an optimal interaction with the specific brewing parameters of the Vertuo machine. With 31 blends and 5 extraction sizes available, we are confident you will be able to find a Vertuo option to suit your perfect coffee moment.

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• Do you intend on selling on supermarkets? Why don't you sell in grocery stores?

  It is not our intention to begin selling in supermarket chains. Nespresso’s unique business model allows us to guarantee quality at every stage of the value chain, to offer a direct relationship with our members as well as a holistic approach to sustainable development from cherry to cup.

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• Do you plan to introduce more coffee blends into the Vertuo range?

  Nespresso is known for its innovation and new product development, constantly seeking to provide new experiences to customers. We have created several new Vertuo blends since the launch of the system and will continue to expand the System in the future.

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• Will there be limited coffee editions for Vertuo Line? Will these be the same as in the Original Line?

  We try to innovate our promotions and systems continuously, in order to offer the best experience to all our members. Therefore, we will try to create limited editions for the Vertuo line as well.

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• Is there more aluminium in the Nespresso Vertuo capsules?

  Due to the fact that the Vertuo capsules are slightly bigger than the Original line, as they contain more coffee, it is required to use more aluminium. But, thanks to the recycling process we aim to re-use as much as we can the aluminium collected from the used capsules.

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• Can I change the coffee extraction temperature in the Nespresso Vertuo machines?

  The coffee temperature cannot be modified, specific extraction parameters are established for each blend, to prepare the coffee in the most optimal way.

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• Why is it named espresso if it is not produced as a traditional espresso?

  This method can vary nowadays, and we call it espresso so that the customer can understand what will be the result in the cup. Through Centrifusion™ the coffee extracted is very similar to the high pressure espresso.

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• Why wasn't the Centrifusion™ technology used for the Original line as well ?

  Because this new technology is an innovation from 2014 and the process of extracting is different for Vertuo and Original Line. The Original line is well known for high-pressure 19 bar extraction system and is designed for coffee lovers which prefer the coffee extracted the classic way, espresso and lungo, whilst Centrifusion™ is designed for larger amounts of coffee extracted.

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• Can I benefit from Nespresso&You; programme ?

  Yes, your Vertuo capsules acquired will be added to your membership consumption.

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• How much time does it take to extract a carafe pod ?

  The extraction time of this assortment can reach up to 3 minutes, being that a high amount of coffee is extracted.

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• Why have the RELOVE machines a different price?

  The espresso machines from RELOVE program come with a special offer because they are reintegrated machines for which we want to see fulfilled their life espectancy.

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• How often should I descale my machine?

  The descaling frequency depends on the machine usage and the water hardness, which varies based on how often coffee is consumed in the household and the water of that particular location. The general rule is every 300 cups of coffee. The most reliable way to ensure it is ready to descale is through the descaling alert or by checking the status through the App.

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• Why do I need to descale my Nespresso machine? (I do not live in a hard water area)

  All Nespresso machines will eventually need this Descaling maintenance

  - more often in a medium/hard water area 

   - as the lime scale builds up much quicker. 

   

  In soft water areas lime scale may not be the major concern 

   - however, in order to ensure the highest performance possible, it is recommended to descale regularly

   - this descaling solution will also cleanse the machine or any ground coffee that may have built up

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• What are the key benefits of this machine?

  Versatility and convenience: one machine for 4 cup sizes: Espresso, Double Espresso, Gran Lungo & Mug via 3 different capsule sizes.

  Blend Specific Brewing: Automatically adapted extraction parameters based on capsule recognition through barcode reading

  Future-proof: Thanks to its connectivity, the machine's software will be updated remotely to ensure the best in cup results.

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• Can I use classic Nespresso capsules in the Vertuo machines?

  No. The classic Nespresso capsules cannot be used in the Vertuo machine system. They interact with the systems in different ways. These are two separate lines that will appeal to different types of coffee lovers.

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• Why is there no integrated milk solution?

  There is the possibility of buying the Aeroccino 3 or the Aeroccino 4 alongside the Vertuo machine in order to create the ultimate milk frothing experience.

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• How many coffees can I make before the machine overheats? How does that compare with the Original Line machines?

  Vertuo Pop is designed mainly for household use but it is also compatible for use in small offices so it will not overheat.

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• I enjoy using my favorite mug, however, it does not fit on the base of the Vertuo can I adjust the base to accommodate my mug?

  The Vertuo Pop machine is designed to be able to accommodate cup sizes up to 12.5 cm high. If you regularly use a bigger cup, we would recommend the Vertuo Next machine that can accommodate higher cup sizes.

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• Is the machine easy to clean?

  Yes, all removable spare parts can be hand washed with mild soap and water. The machine is equipped with a cleaning procedure that can be activated anytime by pushing the button 3 times within 2 seconds while the machine head is closed & locked. This process takes approximately 5 minutes. The external part of the machine can be wiped down with a damp cloth.

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• Of what materials are the metallic parts of the machine, including spare parts, composed?

  Each material in the machine is selected, based on it's function and design impact, ranging from aluminum to stainless steel or other alloys. All materials, used in the machine, included the metals, are fully compliant with applicable country safety standards.

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• Once I changed the machine parameters, how do I set them back to the original parameters?

  You will need to reset to factory settings by following these steps:

  Open the machine head and let the used capsule be ejected.

  Close the head. Leave the handle in “UNLOCKED” position.

  Push the button 5 times within 3 seconds. The button blinks 5 times orange and changes than to steady white.

  You can also use the App to do a factory reset.

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• What does the prewetting do? Does it improve my in-cup quality?

  Yes, just before the coffee extraction / brewing, a certain volume of water is in contact with the coffee for a pre-defined time. This infusion helps to solubilize coffee compounds in the water which is needed for an efficient and optimal extraction.

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• What is the life expectancy of the Vertuo Pop machines?

  The Vertuo machine is designed for normal household consumption, meaning less than 20 cups per day.  You may enhance the lifetime of your machine by descaling and cleaning it regularly following the instructions in the user manual.

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• Why is the coffee extraction so long?

  The Nespresso Vertuo technology requires a 5 phase extraction process to provide the perfect in-cup result.  The heat up time only takes less than a minute which makes the total preparation time faster than the average standards.  The infusion, particularly, takes additional time helping solubilize coffee compounds for optimal extraction.  'Anything gourmet takes time!'

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• What is the connectivity for?

  Connecting/Pairing your machine with your phone will allow your machine to automatically download and install software updates when not in use. This will allow you to enjoy the best coffee experience with the best in cup results every time. The App will also help you communicate better with your Vertuo Pop machine by enabling you to trigger certain procedures using the App. You can also check the status of your Vertuo pop machine using the app.

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• Is the machine made of recycled materials?

  Yes, Vertuo Pop is made with more than 35% recycled plastics

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• How can I access my invoice?

  Starting 1st of July 2024, for individual accounts, the invoice is automatically sent as an attachment to the email address registered in the account. Also, it can be downloaded anytime from the Nespresso website if you are logged in on your online account, from "My Orders" section.

  For comapanies the invoice is available only on ANAF platform.

  If you need assistance in order to download your invoice, please contact us on 0800 008 300 (free call from any network, available Monday to Friday between 08:00 and 20:00) or you can write to us to the e-mail address nespresso.romania@nespresso.com

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• Why can I not see my invoices on the Nespresso App?

  Starting 1st of July 2024, for individual accounts you can access your invoices on the "My Orders" section of your account on the Nespresso website, available both in desktop and mobile versions. We are considering to make it available also on the App in the future.

  For companies accounts, the invoice is available only on ANAF platform.

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• If I can now get my invoices in PDF, why am I still receiving them in paper?

  Only for individual accounts you can change the way you receive your invoices so that they are sent to you in PDF format on the "Contact Preferences" section of your account on the Nespresso website, by checking the "PDF Invoicing" option and saving your preferences.

  For company accounts the invoices are available only on ANAF platform.

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• I don't want to receive my invoices in PDF. I want to get them on paper instead. What to do?

  Only for individual accounts you can change the way you receive your invoices so that they are sent to you in paper format on the "Contact Preferences" section of your account on the Nespresso website, by unchecking the "PDF invoicing" option and saving your preferences.

  For company accounts the invoices are available only on ANAF platform.

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• Can I receive my invoices both in paper and PDF format?

  Only for individual accounts this option is not possible as invoices are either printed or created as a PDF. You will have to choose between the 2 formats.

  For company accounts the invoices are available only on ANAF platform.

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• What is Nespresso & You?

  Nespresso & You is our new program launched in order show our care for you, with particular benefits and rewards for every tier based on consumption or through the time that you have been with us.

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• How do I get a certain Nespresso status?

  The membership status is set accordingly to the last 12 months consumption, which can be Connoisseur, Expert or Ambassador. In order to reach the Expert status on your account you should have a consumption rate betweeen 500 and 999 capsules. Or another important detail is represented by the seniority, which is given if you have been by our side in the last 4 years. The highest rank, Ambassador is obtained after ordering more than 1000 capsules in the last 12 months.

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• How can I advance as a status?

  You can reach a new status if you speed up the consumption rate on your account, and stick with us through the different tiers.

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• Will the status be recognized in another country?

  If the country you move to benefits from Nespresso& You, there will not be any problems transfering your status. Please contact the customer service in your new home and describe your desire.

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• How can I see what level I have?

  In any of our Boutiques and/or by contacting our 24/7 Customer Service, additionally you if you are signed up for communication you will have received a letter or email providing this information. Also, this information is displayed on member benefits section on our website.

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• I have Expert status, what benefits do I have?

  If your account is given the Expert status, your benefits consist in:

  - Free delivery on orders exceeding 50 capsules;
  - Free loan machine during the time your machine is being checked;
  - Masterclass;
  - Accessories Discount;
  - Descaling kit after aquiring 1000 capsules;
  - Exclusive invitation to private sales.

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• Can I lose my Ambassador status?

  If in the last 12 months on your account were not placed any orders, you will be downgraded to the Connoisseur status, but you can reach again your former rank by having a constant consumption on your account.

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• What can I buy with my credit?

  Nespresso coffee or accessories can be purchased. Purchases can be made online, in the boutique or by phone.

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• Where can I change the bank card details associated with my subscription?

  Access your Nespresso account from the website version (you cannot make this change in the app).

  After logging in select "Express Checkout", go further down the list to the "Choose your default payment method" section. Select "Online payment, by card" and enter all the required information. Finally click "Save my preferences" at the bottom.

  To assign the new card to the subscription plan that you have active, you need to go to "My subscription" section and select the new card as default for payment of instalments.

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• What is the difference between a coffee subscription and an machine subscription?

  The coffee subscription implied the granting of progressive benefits depending on the paid months (such as coffee discount, Ambassador status and accesorry gift at 1 year of subscription).

  The machine subscription implied grating of a machine with the price of 1 RON and converting the monthly fees in credit that can be used to buy coffee or accessories.

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• How can I pay for the subscription’s monthly instalments?

  Payment for the subscription instalments will be done each month via automatic withdrawal from the credit card used when purchasing the subscription.

  If the credit is not available in the account at the time of placing the order, that order will be paid upon delivery or at the time of its placement and its value will not equal the withdrawal of money from that month

  Please contact us on the toll-free number 0800 008 300, if your payment has not been processed successfully and the credit is not available in your account, in order to help you process it in just a few moments.

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• What happens if the payment can’t be made at the scheduled date?

  If payment has not been successfully made, an e-mail notification will be sent to this effect.

  Also if the payment cannot be processed, our automated system will try to process the payment again, several times in the next 2 weeks. Any payment due will be withdrawn so the next payment will have to cover both the previous and current month.

  If it is not possible to process the payment for 2 consecutive months, access to Nespresso Credit will be suspended until they will be processed, collecting the corresponding amounts. If after 30 days payments have still not been made we will consider this as a termination notice and you will have to pay the termination fee for the type of subscription you hold.

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• How many subscription plans can be activated in one account?

  You can have only one subscription active, be it coffee subscription or machine subscription.

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• What happens if the order value is higher than the credit available in my account?

  You can pay for the difference using cash on delivery or online via credit card. The sum that still needs to be paid for will be shown once you finish your order.

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• Can I make one payment to cover all subscription instalments?

  No, you can only pay for your subscription on a monthly basis.

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• How long does it take for the credit to be active in my Nespresso account?

  The Nespresso credit will be visible and active in your account after you activate your subscription and receive the email confirmation.

  This usually takes no more than 72 hours.

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• What happens if I place a coffee order before I receive the email confirming the activation of my subscription?

  You will have to pay for your order in full, without using the credit from your subscription. The subscription credit will be visible and active in your account only after receiving the email confirmation that your subscription has been activated.

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• When do I have to pay for my Nespresso subscription?

  The first payment for will be made when your subscription activates. The following payments will be done monthly, in the same day as the one when your subscription began.

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• How can I modify the date of the monthly payment?

  Please get in touch with our Customer Care calling the free toll number 0800 008 300 or writing an email to: Nespresso.Romania@Nespresso.com

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• Where can I see the available credit in my Nespresso account?

  To see your available credit, sign into your online Nespresso account at www.nespresso.com and go to the section “My Personal information” -> “My Subscription” -> “Available credit”.

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• What can I do if I have problems with the espresso machine purchased as a subscription?

  If you face technical difficulties with your subscription machine, we kindly ask you to reach our coffee specialists on 0800 008 300 (free call from any network, available from Monday to Friday from 08:00 - 20:00).

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• I want to cancel my machine subscription, how do I proceed?

  To cancel the machine subscription before the 12 months contract it is necessary to issue the cancelation fee. Please contact us at 0800 008 300 (free call from any network, Monday to Friday from 8 AM to 8:00 PM) for more details regarding the cancellations politices.

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• What happens with the credit that I did not use after 12 months for the machine subscription?

  The credit available in the account after the end of the subscription can be used for another 24 months.

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• What happens to the machine once the subscription ends?

  The espresso machine remains in your possession after the contractual period ends and all the instalments are paid for.

  At the end of the coffee and machine subscription you can opt for a new subscription plan.

  Discover the benefits of a coffee subscription here.

  Discover the benefits of the machine subscription here.

  If you need more information about your subscription plan, please contact us on 0800 008 300 (free call from any network, available Monday to Friday between 08:00 - 20:00) or you can write to us to the e-mail address nespresso.romania@nespresso.com

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• The offer is very advantageous for the coffee subscription. What are the main points?

  The monthly cost of the subscription depends on the type of the subscription that you choose. If you decide that the subscription no longer suits you, you can cancel anytime, with no extra cost.

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• Are subscriptions only for new clients?

  If you are either a new client or an avid Nespresso lover who wants to dive deeper in the universe of coffee, you can nevertheless enjoy the benefits of the Nespresso coffee subscription.

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• What is Nespresso Club Credit?

  The Nespresso credit is automatically added to your account and is valid during your active subscription period or for an additional 24 months after it ends. Therefore, whether you wish to treat yourself immediately or prefer to accumulate credit for more substantial purchases in the future, please keep in mind the credit's validity period. You can check your credit status at any time in your customer account online, by calling the free number 0800 008 300, or by visiting the nearest Nespresso sales point.

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• How does Coffee Subscription work?

  Every month, you will be receiving a fixed credit, that you can use for buying coffee and accessories online at www.Nespresso.com, by phone contacting our Customer Relationship Center or from any Nespresso store in Romania. The amount of Nespresso Credit you will be receiving is the same as the one you will pay monthly for the subscriprion. Additionally, as a benefit of the subscription, you will enjoy a discount on coffee throughout the duration of the subscription, depending on the chosen subscription.

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• Can I cancel my Nespresso Coffee Subscription?

  Your coffee subscription is active as long as you keep paying your monthly fee for it. If you decide that your subscription no longer suits you, you can cancel at any time, with no extra fee. To do this, please go to My Account / My Subscription section on www.Nespresso.com or contact our Customer Relationship Center at the free number 0800 008 300. You will not be entitled for a refund for any monthly fee that has already been paid for the month of termination. You also have the option to pause your coffee subscription for a maximum period of 3 months.

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• What happens if I don't use my credit?

  We know that you don't always have time for shopping. The unused credit remaining in your account is valid during your active subscription period or for an additional 24 months after it ends, so you can use it whenever you need.

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• What happens to my accumulated credit if I cancel my Nespresso Coffee Subscription?

  At the end of your coffee subscription, the accumulated credit remains available in your account, and you can use it whenever you wish for another 24 months after the subscription ends. Please refer to the terms and conditions applicable to Nespresso subscriptions.

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• How can I pay for the subscription's monthly instalments?

  Payment for the subscription instalments will be done each month via automatic withdrawal from the credit card used when purchasing the subscription.

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• When will payment be done the following month?

  Each monthly payment will be done on the same day as the one in which you have activated your subscription.

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• Can the subscription plan be upgraded?

  Upgrading the plan is not possible. Cancelling a plan in favor of another one will result in the reset of all benefits.

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• If I have paid the installment but haven't placed any orders in the first 6 months, can I directly use the higher discount starting from the 7th month?

  Yes, the credit is in the account and the conditions for progressive discount have been met.

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• If I cancel the subscription after 12 months, will I still remain a Nespresso Ambassador?

  Upon the termination of the coffee subscription, you will lose the Nespresso Ambassador status acquired through the subscription purchase. However, this will not affect the rights you have already acquired as a Nespresso Member prior to purchasing the subscription.

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• Where can I see the benefits?

  In the Subscription landing page or using the link Nespresso Subscription | Nespresso™ Romania.

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• How do I find out that I have become an Ambassador after the 3 months?

  In case you have given consent to receive marketing communications, you will receive an email notification. Additionally, the Nespresso Membership status can be checked at any time in the "My Account" section.

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• Can the credit earned from the coffee subscription plan be used only for coffee?

  The credit can be used for both coffee and espresso machines and accessories. However, the discount applies only to coffee, regardless of the order value.

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• How many capsules are within a box? How many can I order?

  Our coffee varieties are packaged in sleeves, each containing 10 capsules. You can order at least 10 capsules, maximum 1000 capsules per order and 1500 caps/month.

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• What do "Pure Origin" and "Single Origin" mean?

  A Pure Origin or Single Origin coffee is obtained of coffee varieties from a single country of origin. At Nespresso, each Pure Origin coffee assortment is made exclusively (100%) from coffee beans that come from the same country of origin and even from limited regions, which offer unique aromatic profiles. We apply rigorous measures for the selection and testing of coffee beans to ensure that we use the best beans of pure origin.

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• What are Robusta and Arabica?

  There are 60 species of coffee tree in the world, and only 2 are cultivated for consumption: Coffea Arabica (Arabica) and Coffea Canephora (Robusta). Arabica shrubs are delicate and demanding plants, cultivated in plantations situated on the slopes of mountains, mainly in Central and South America, and in Eastern Africa. The delicacy of its aroma generally increases as the altitude at which it is grown rises. Robusta is more resistant to the conditions of tropical climates and grows in areas disliked by the Arabica plant, in low-lying country where it is hot and humid, mainly in West Africa and in South-East Asia.

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• What is a good espresso?

  An espresso is a coffee brewed under high pressure and usually served in a 40 ml volume to reveal the intense aroma (fruity, flowery, cocoa, and roasted) and offering e dense and velvety crema. This crema intensifies the silkiness of the coffee and its flavors.

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• What differentiates Nespresso coffee?

  To provide to our customers the highest quality coffee with aromatic finesse and complexity cup after cup, Nespresso has a strict and rigorous selection process:  only a small percent of worldwide coffee production is eligible to meet Nespresso quality standards.
  
  Each Nespresso variety offers unique aromatic notes to meet individual taste preferences and tasting occasions to create moments of genuine pleasure.

  You can choose from our unique collection of 31 premium coffees for enjoyment at home, including 6 variations (Vanilla Éclair, Caramel Crème Brûlée, Cocoa Truffle, Corto, Scuro, Chiaro)
  
  Uniquely, Nespresso seals in complete freshness and aroma in its iconic aluminium capsules which are designed to work like no other with Nespresso machines – themselves designed by Nespresso to deliver perfection with ease and elegance. Air, light and moisture are kept at bay, while the aroma, freshness and flavour of the perfectly ground variety are sealed in till released to the cup.

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• There are a lot of varieties, how can I find the ones I will like/prefer?

  Our wide coffee range of 31 varieties is primarily organized by cup size, espresso or lungo, caffeinated or not. Each offers a unique taste and sensory profile. Then, depending on your personal taste, your wish or the moment of the day you can choose from a variety of coffee profiles, from full bodied and rich coffee character to subtle aromatic light or sweet tastes.

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• Why doesn't Nespresso make hot chocolate or tea?

  We, at Nespresso, focus is on coffee expertise and experience; currently there are no plans to diversify into other beverages.

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• How much coffee do the Original Line Nespresso capsules contain?

  Nespresso coffee capsules contain between 5 grams for the Espresso range and 6 grams for the Café Lungo range of fresh roast and ground coffee.

   

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• Is the Limited Edition available thoughout they year?

  Limited Edition is produced from special high quality coffee beans that are available and purchased in limited quantities. Limited Edition is therefore only available for limited periods of time. 

   

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• What is the caffeine content of a Original Nespresso capsule?

  Nespresso coffee varieties contain between 60 and 90 mg caffeine.

  The caffeine concentration depends partly on the amount of coffee used to prepare the coffee, and the variety of green coffee used in the capsule.

  Also the level of caffeine will depend on the amount in which each variety is extracted.

  The Robusta origin contains an average of 2.4% whereas the Arabica origins contain approx. 1.2% of caffeine. Decaf capsules contain less than 0.1% of caffeine.

  Below are examples or average caffeine contents according to the type of coffee preparation (values are based on UK Food Safety Authorities 2001): Cup of filter coffee: 40-100 mg Mug of instant coffee: 40-100 mg Tea cup: 25-110 mg Standard cola drink: up to 50 mg Standard energetic drink: 80 mg Black chocolate bar: up to 50mg (Milk chocolate. 25mg).

  

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• Does a strong coffee according to the Nespresso intensity scale contain more caffeine than the lower intensity rating coffees?

  The intensity is defined by a coffee's degree of roasting, its body and its bitterness. In addition the intensity is due to the concentration of the coffee. It does not refer to the amount of caffeine found in the coffee.

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• Is there any caffeine in the decaffeinated blend ?

  All decaffeinated product is tested and must legally contain less than 0.1% residual caffeine. Caffein content is checked in green coffee, in roasted coffee and in the finished product. Decaffeinated coffee contains max 3 mg of caffine per cup

   

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• How does Nespresso remove the caffeine?

  At Nespresso, we use two different natural processes to remove the caffeine from the green coffee beans we use for our varieties without altering the coffee’s natural quality. The water decaffeination process uses water to remove the caffeine. Also, using carbon dioxide method, the green coffee is soaked in water after which carbon dioxide (one of the key constituents of air) is used to extract the caffeine.
  
  Both methods are completely safe for coffee drinkers. The processes respect the environment and the coffee bean’s true nature, allowing us to maintain the strength, variety and richness of its aromas for our consumers.
  
  Nespresso has several varieties of decaffeinated coffee. These come from the same highest quality green coffee beans and undergo the same quality controls as other cofee varieties.

   

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• Can pregnant women consume coffee?

  Scientific evidence indicate that moderate coffee consumption is safe for pregnant / breast feeding women (equivalent to 200-300mg of caffein/day). If you are concerned about potential sensitivity to coffee, we advice you to consult your health practitioner.

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• Why Nespresso is launching the Variations permanently?

  After the repeated success of Variations in Limited Editions since 2006, and upon the warm request of our customers to have their favorite flavors back, Nespresso introduces Variations in the permanent range.

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• Where can I find information on coffee & health?

  Only reliable sources of information on the internet need to be considered, and not all websites contain information which is scientifically proven.

  The main websites which can deliver such type of reliable information are:

  www.ico.org (International Coffee Organisation)

  www.cosic.org (Coffee Science Information Center)

  www.positivelycoffee.org

   

   

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• Aluminum in the Nespresso coffee cup?

  All coffees contain aluminum, which is naturally present in green coffees, as in many other raw materials of agricultural origin. Nespresso coffee does NOT contain aluminum coming from the capsules nor the pods, as coffee is not in direct contact with the aluminum sheet. A food grade film (invisible) separates the aluminum from the coffee. The analyses Nespresso performs show that there is NO contribution from the aluminum coming from the capsule to the cup.

   

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• Do Nespresso capsules/coffee contain additional additives to create the dense crema?

  The Nespresso Grands Crus capsules contain only fresh roasted and ground coffee with the exception of the Variations coffees, which also contain natural flavors added to fresh roasted and ground coffee. It is the combination of the Nespresso system - machines and hermetically sealed capsules-, which creates the consistently dense crema and perfect in-cup results.

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• Wich coffee is used as the base for the Variations?

  All flavoured coffees are based on the Livanto Grand Cru. Livanto has the best profile with its typical coffee flavour, roasted notes, roundness and balance between acidity and bitterness, and it goes perfectly with the Variations flavours.

   

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• Why not simply call them by the name of the aromas?

  To make them unique! Since the aromas are specially developed for Nespresso, we wanted to give them a unique, dedicated name. Each one has been defined to remind the flavour and express the indulgent universe of the Variations.

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• What are Variations based on?

  Variations are created on a Livanto base​. Livanto has the best profile with its typical coffee flavour, roasted notes, roundness and balance between acidity and bitterness and it goes perfectly with the Variations flavours.

   

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• Why Nespresso is launching the Variations permanently?

  After the repeated success of Variations in Limited Editions since 2006, and upon the warm request of our customers to have their favorite flavors back, Nespresso introduces Variations in the permanent range.

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• What is the shelf life of Nespresso coffee?

  The shelf life of Nespresso coffee ranges is 12 months from the date of production. The perfectly portioned varieties coffees are filled in hermetically sealed in recyclable aluminum Nespresso capsules to preserve ultimate freshness from the harmful effects of air, light and moisture. Nespresso guarantees product freshness up to this date with no significant deterioration in cup quality.

   

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• Do Variations have calories ?

   Yes, less than 5 kcal per capsule (compared to less than 2 kcal per capsule, for non-flavored coffee variation)

   

   

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• How are the coffees flavored ? What about allergens?

  Flavors come in the form of a very fine powder, added to the coffee after grinding. As they are specially designed for Nespresso to make a perfect and original harmony with our Livanto, the flavors have been recreated using a blend containing natural substances. These natural substances have natural origins like plants or flowers, with at least part of the natural substance originating from a base component of the characterized flavor. The flavors do not contain any food allergens.

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• Do the new varieties in the World Explorations range replace the old Lungo range?

  The new World Exploration range has been reinvented due to several researches, after which our specialists concluded that the intensity scale must be modified for some assortments. Furthermore, 2 brand new assortments were launched: Buenos Aires Lungo and Shanghai Lungo.

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• Why are city names included in the assortments, aren't they the same?

  World Exploration represents the range inspired by the way of enjoying every cup of coffee in certain areas of the world.

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• Vivalto Lungo Decaffeinato is gone, I want a caffeine-free assortment to extract long.

  We are very happy that the Vivalto Lungo has brought you pleasure. In the absence of this exquisite assortment, our specialists concluded that Volluto Decaffeinato can be extracted as lungo as well.

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• Where can I find my customer number?

  Your Nespresso customer number is created when you place your first order via www.nespresso.com or when you have registered via the Customer Service Center on the phone or in our Boutique.

  Your customer number can be found on any of our invoices and also can be seen on the last page of the order at the left top corner.

  You are advised to provide your personal customer number whenever you contact us. This enables us to provide you with an answer as quickly as possible.

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• Where can I buy a Nespresso machine?

  Nespresso Original Live and Vertuo Line machines are available as below: 

  • online, on www.nespresso.com
  • phone call, to 0 800 008 300 (free of charge, reachable from any national network)
  • Bucharest sales points:
    • Nespresso Boutique, Calea Dorobanților no. 210
    • Băneasa Shopping City
    • Afi Cotroceni
    • Sun Plaza
  • Nespresso Pop-Up Boutique Vivo! Cluj-Napoca, Avram Iancu 492-500, Florești, ground floor, entrance 2, zip code 407280, Cluj Napoca
  • Nespresso Pop-Up Timișoara, 2 Piața Consiliul Europei, zip code 300627, Timișoara
  • Nespresso Pop-Up Brașov, Mall AFI Brașov, 78 Bd 15 Noiembrie, zip code 500097, Brașov

   Nespresso machines are also available in our partner shops; the list is available on www.nespresso.com.

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• How can I buy Nespresso capsules?

  Nespresso Original and Vertuo capsules can be purchsed as mentioned below:

  • online, on www.nespresso.com
  • phone call, to 0 800 008 300 (free of charge, reachable from any national network)
  • Bucharest sales points:
    • Nespresso Boutique, Calea Dorobanților no. 210
    • Băneasa Shopping City
    • Afi Cotroceni
    • Sun Plaza
  • Nespresso Pop-Up Boutique Vivo! Cluj-Napoca, Avram Iancu 492-500, Florești, ground floor, entrance 2, zip code 407280, Cluj Napoca
  • Nespresso Pop-Up Timișoara, 2 Piața Consiliul Europei, zip code 300627, Timișoara
  • Nespresso Pop-Up Brașov, Mall AFI Brașov, 78 Bd 15 Noiembrie, zip code 500097, Brașov

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• How can I modify or cancel my order?

  If you wish to modify or cancel your order, you should call the free-phone number 0800 00 8300 (from Monday to Friday, from 08:00 - 20:00).

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• How can I pay for the capsules purchased online?

  You can choose between 2 different options:

  - Payment on delivery

  - Credit card: when you place your order in our webshop

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• What are the standard delivery costs?

  We deliver parcels only in Romania. The cost of the standard delivery is 15 RON. You benefit from free delivery on orders of 130 RON or more placed on www.nespresso.com. Orders containing coffee machines automatically benefit from free delivery.

  During the year, we also have campaigns with free delivery.

  Free delivery is not available for the delivery in the area of the Danube Delta if transport by ferry is needed. Please contact Nespresso Customer Service for more details at the free-phone number 0800 00 8300 (Monday to Friday 8 AM to 8 PM)

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• What should I do if my package is damaged?

  If you have received a damaged package, you should contact our coffee specialists on free-phone number 0800 00 8300 (Monday to Friday, 08:00 - 20:00) and send us some pictures with the deteriorated parcel or products on Nespresso.Romania@nespresso.com within 2 business days. 

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• My package has still not arrived, what should I do now?

  If you have not received your package after 5 working days, you can contact us on our free-phone number 0800 00 8300 (Monday to Friday, 08:00 - 20:00). Our Coffee specialists will identify the reason and offer you a solution.

   

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• Why does the delivery cost apply for bicycle delivery even though I ordered over 130 RON?

  Due to the fact that this delivery mode is a special one for bringing the orders placed before 13.00 in the same day, are applied fees.

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• What is "Order is ready"

  This order status is allocated when your order is prepared and packaged in our warehouse. It's a waiting status, before it is handled over the courier company.

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• What means „Standard delivery”? What are the carrier companies you work with?

  By "Standard Delivery" the parcel will be delivered within 48 hours if you have placed an order until 15:00 in a working day.  

  In exceptional cases, such as those arising from adverse weather conditions, very busy periods of the year, etc. delivery may suffer delays.

  Starting with July 2022, it will no longer be possible to choose the courier company when your placing the order.

  At the moment we are collaborating with Urgent Cargus, DPD and SameDay, and the courier partner will be automatically chosen based on performance criteria depending on the delivery area.

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• Can I pick up my order from one of the Nespresso boutiques?

  Of course you can. When you place your order, in step 2 "Delivery information" you have the option "Pick up in store" where you have to select the desired boutique.

  Be aware that in peack periods, like Black Friday or End Year, this option may be deactivated.

  Please note that you can only place orders paid by credit card online. It is also important to note that if your order contains products that are not available in the stores, the "Pick up in store" option will not be available in the second step of the order and the order can only be delivered by courier.

  For more details please visit our "General Terms and Conditions of Sale" section in "Legal Information" using this link.

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• How can I change the billing data from an individual to a legal entity?

  If you have an account where invoices have already been issued to an individual, and now you want the invoice to be issued to a company, you need to create a new account with the company's identification details.

  On a Nespresso account you can issue invoices only per individual or only per company.

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• How can I change my billing details to a new company?

  If you already have an account containing a company's identification data, you will need to create another account if you want the invoice to be issued to a new company.

  In a Nespresso account there can be billing details for only one company.

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• I get error 703 and I can't log in to my account, why?

  Code 703 indicates an accounting irregularity, most often due to an ongoing bill. Please contact the customer service for further information.

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• I placed an order, but I want to change the delivery address. What should I do?

  Please contact the Nespresso Customer Service immediately on free-phone number 0800 00 8300 (Monday to Friday, 08:00 - 20:00) and we will arrange the delivery to your alternative address. Please note that this may cause a delivery delay.

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• How can I change my address?

  If you wish to change your address, you need to log in to your internet account. Click on “My Account” on the order page and you will then be able to amend your personal details. Select the option “Delivery address” and then enter the new address.

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

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• I can't log in.What should I do?

  If you can’t log in make sure that, you have checked the following:

  - check if you used capital letters or any punctuation mark

  - check if you used the password reminder function.

  If you can’t log in either way contact Nespresso Customer Service for further help, calling us on 0800 008 300 from Monay to Friday (08:00 - 20:00).

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• How can I change my email address?

  You need to access your online account. Click on "My account" and acces your personal information and modify your email address.

   

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• Why can't I finalize the online order?

   Please make sure you accepted the terms and conditions

   

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• The coffee is not hot enough in the cup, what could be the reason?

  The optimum temperature of the coffee at the coffee outlet is between 83-89 °C. It might be much colder in the cup, especially if the cup itself is cold, or if a short coffee is prepaper into a big cup. We advise to preheat the cup with hot water. The other possible reason is that the machine needs to be descaled.

   

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• What can I do if my espresso machine is no longer under warranty but has problems with it?

  If you are facing problems with your machine, and it is no longer under warranty, it can be checked by a licensed service center at a flat rate accordingly to the type of your Nespresso machine.

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• Machine produces coffee with grounds in the cup, or the coffee goes to the used capsule container, instead of coming through the spout

  Most probably, the coffee spout is partially or totally clogged.

  - Switch on the machine, fill the water tank with potable water. Put a big cup under the spout.

  - Brew a big amount of water through the machine without any capsule. Repeat this 3-4 times, until clear water is flowing.

  Advice: Perform this rinsing process (with 1 cup of water) in every 1-2 days. For further assistance, please contact us on the freephone number (0800 00 8300), from Monday to Friday, 08:00 - 20:00. 

   

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• Service Nespresso - I need technical support for my machine. What can I do ?

  We kindly ask you to contact the Nespresso Customer Service team on free-phone number 0800 00 8300 or you can write to us at the e-mail address nespresso.romania@nespresso.com and we’ll be happy to assist you with your inquiry.  When you contact us for technical support, you are advised to be near your coffee machine as certain solutions can be offered directly over the phone.

  For step by step instructions and easy guides to help you make the most of your Nespresso machine and Aeroccino milk frother, please access this link.

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• How often should I descale my Nespresso machine?

  In order to always enjoy the highest quality coffee, we recommend to descale your machine regularly (depending on the usage). The below data provide some help: 

  - 2 cups a day: every 8 month (for machines without milk frother) or every 4 month (for machines with milk frother)

  - 4 cups a day: every 5 month (for machines without milk frother) or every 2.5 month (for machines with milk frother)

  - 6 cups a day: every 3 month (for machines without milk frother) or every 1.5 month (for machines with milk frother)

  - 8-10 cups a day: every 2 month (for machines without milk frother) or every 1 month (for machines with milk frother)

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• Aeroccino - How should I maintain my Aeroccino?

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

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

  Don't put Aeroccino 3 the machine to the diswasher. You can use the dishwasher for Aeroccino 4.

   

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• There is no water coming out of the coffee outlet. What can I do?

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

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

  CitiZ, Pixie, and Lattissima owners can fill the water tank, eject any capsule in the chamber, close the coffee lever and press either cup button. The auto-prime function will push the air from the circuit. When water begins to flow through the spout, the air bubble has been released. For owners of machines with steam functions, it is best to activate the steam/hot water function. The lower pressure this function operates with allows the air to be released with greater ease.

  You are welcome to contact Nespresso Customer Service for further assistance on our free-phone number 0800 00 8300, from Monday to Friday, 08:00 - 20:00.

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• My machine pours a too short/long cup of coffee. How can I change the quantity?

  If you are not happy with the amount of coffee that your Nespresso machine provides, you can reset the amounts delivered. Automatic Essenza/Inissia/Citiz/Pixie/Latissima lines can be reset as follows:

  - switch on the machine, fill the water tank with potable water; - take a capsule and place a cup under the coffee spout;

  - press the coffee button and keep pressing until you have reached the required amount of coffee. This quantity will be the saved in the memory of your machine. In future, your cup will be filled to this new level. The programming can be done any time, for both lungo and espresso buttons.

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• I have a technical question around my machine. Where can I find videos providing help and information?

  Regarding the usage, descaling or programming of your coffee machine we can provide you help via videos as well. These videos are available if you click on the following link. After opening the website, please chose the type of the machine you wish to handle. The videos are available in English but with subtitles if needed.

  Also the user manuals of our machines are available on www.nespresso.com. To reach the documents please visit our website, choose the type of your machine, click on „More Info” and open the „User Guide”.

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• Can I "recycle" an older espresso machine?

  We are pleased to inform you that with the buy-back programme, you can recycle the old machine and receive a 20% discount voucher for a brand new one. Please reach our coffee specialists on 0800 008 300 for further details.

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• Where does the name RELOVE come from?

  The naming for RELOVE is inspired by the idea of circularity REduce-REuse-REcycle and it keeps with it the LOVE we are feeling for our espresso machines.

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• Why did you create RELOVE?

  RELOVE project was created to minimize the waste in a cost efficient way for environment and to get to the customers that make sustainable choices.

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• What is the difference between the new machines and the RELOVE machines?

  RELOVE espresso machines are refurbished with care and brought to their original condition. They are as new from the functional, mecanical and esthetical . The RELOVE machines are working perfectly.

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• What does refurbished machine mean?

  The process of refurbishing involves technical check, replacing defective spare parts, water container as well as a thoroughly cleaning and descaling. We created a special videoclip in order to answer you to this question.https://www.youtube.com/watch?v=49SU1c_71oE

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• Do I need to pay for the delivery when I order a Relove espresso machines?

  If your orders exceedes 130 RON, you will benefit of free delivery.

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• Were the RELOVE machines used before?

  The machines that enter RELOVE might have been used before.

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• How many RELOVE espresso machines can I buy from my account?

  The RELOVE program is open for you to buy as many espresso machines as you like.

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• What is the time for delivery?

  The RELOVE espresso machine will get to you in 2 working days, the same as any other order will.

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• What is the return policy for RELOVE espresso machines?

  The RELOVE espresso machines can be returned to our warehouse in a time period of 14 days.

  Please contact our Customer Relationship Center (0800 008 300 from Monday to Friday between 08:00 - 20:00) to register your request and to send you the return form.

  The transportation costs for returning the machine will be borne by the customer.

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• What type of capsules should I use for my RELOVE espresso machine?

  We test the RELOVE espresso machines with original Nespresso capsules and we recommend you to do the same for perfect results.

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• Do I get any warranty for my RELOVE espresso machine?

  For sure! Your RELOVE espresso machine has 2 years of warranty from the day of the purchase. To benefit of the warranty you will need the warranty certificate as well as the invoice.

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• Why would I choose RELOVE?

  RELOVE espresso machines are compliant and come with an offer all year long, once you choose RELOVE you also choose a sustainable option. Through the refubushment of the machines we eliminated the carbon footprint of the delivery of those machines, we used less plastic for the production and we eliminated the cost of production.

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• Can I change a RELOVE espresso machine with a new machine?

  If you purchased a RELOVE espresso machine, and you are not happy with your choice you can send it back to us, and we will refund you. Afterwards you have the possibility to buy a new machine using all the channels we provide.

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• From where can I purchase a RELOVE espresso machine?

  The RELOVE espresso machines are available on our website in the section RELOVE and also through Customer Support at 0800 008 300 toll free (Monday to Friday, between 08:00 - 20:00).

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• Why are the RELOVE espresso machines delivered in a different packaging?

  The whole process is thought diferently for this project, all the choices were made to have a minimal impact on the environment, the transport boxes (dispoboxes) are reusable boxes that can be reused up to 1000 times and then we will recycle them 100%. The jute bag is reusable and 100% biodegradable and the biodegradable foil is a way to keep all the accesories in place and to transport safely the machine

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• What model of machines are available in the RELOVE program?

  To access the offer and see the available products you must access the link RELOVE | Espressoare Recondiționate | Nespresso™ România

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• Will there be more machines in the future in the RELOVE program?

  Yes, in the future we aim to bring more machines in the offer.

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• Why do you refurbish Nespresso machines?

  Apart of the capsules recycling, Nespresso wants to go a step further in the sustainability program and to extend the life of espresso machines. That means less environmental impact.

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• What does Nespresso want to achieve through the RELOVE program?

  A big part of this commitment is extending the average lifetime of our espresso machine. To do so, apart from collecting and recycling coffee capsules, we tried to find new ways to refurbish and recycle our machines. By purchasing RELOVE espresso machines you can also diminish the negative impact on the environment and reduce the carbon footprint of our activity. 

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• I have an old machine, can it be introduced in your RELOVE program?

  Of course, if you want to be a part of Nespresso RELOVE we invite you to contact our Customer Relation Centre at 0800 008 300 toll-free (Monday-Friday 8AM-8PM) where our Club Specialists will provide you all the information you need. 

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• What is the difference between Aeroccino 3 and Aeroccino 4?

  The differences between the two devices are related to the foaming capacity. Aeroccino 4 has 2 functions of hot milk foam and milk heating. The options for the Aeroccino 4 are displayed based on the device, and another distinctive feature is the handle available on the Aeroccino 4.

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• What can I do if the milk exceeds the circumference of the Aeroccino?

  First of all, you can press the button to stop the foaming. Inside the appliance there are two levels for the type of foaming. If this level is exceeded, milk leaks will occur near the lid.

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• How do I get a milk foam as dense as possible with the Aeroccino?

  In order to obtain the highest quality foaming, it is recommended to use whole or skimmed milk at a refrigeration temperature (4-6 ° C), with a high protein level.

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• Why is the LED of the Aeroccino flashing red?

  If your aeroccino diplays this particular error it is caused by the overheating of the machine. Furthermore we would kindly ask you to verify if the whisk is placed properly and also we suggest to verify if the milk quantity is enough.

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• Where can I find the whisk for Aeroccino?

  This particular piece should be found inside the Aeroccino or attached to the delivery box inside.

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• How can I recycle Nespresso capsules

  At this moment we can collect the used capsules for recycling in

  - Nespresso Boutique, Calea Dorobanți nr. 210, District 1

  - Nespresso Point of Sale in AFI Cotroceni, Champs-Élysées corridor.

  - Nespresso Boutique Băneasa.

  You can also recycle your coffee capsules by handing them to the courier, when you receive your next coffee order. In order to benefit from this service, please check the „Swap the recyclable capsules” option in the 2nd step of your online order, and prepare your Nespresso recycling bag.

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