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• What is Nutri-grade?

  Nutri-grade is a mandatory nutrition labelling system, introduced by the Ministry of Health. The Nutri-Grade mark comprises four color-coded grades – A to D, for classifying beverages. Grade A, corresponding to the lowest sugar and saturated fat thresholds, is in green. Grade D, corresponding to the highest sugar and saturated fat thresholds, is in red.

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• What is the benefit of Nutri-grade labelling for consumers?

  The main benefit of Nutri-grade labelling is to help consumers make informed choices by providing them with information about the sugar and saturated fat content in beverages.

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• How is Nutri-grade determined?

  All Nutri-Grade beverages will be graded using a single set of thresholds for sugar and saturated fat content. A Nutri-grade calculator recommended by the Singapore Health Promotion Board is used to determine the Nutri-grade of beverages.

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• What is the Nutri-grade for Nespresso's coffee capsules ?

  All Nespresso coffee capsules are Nutri-grade A*.

  *when prepared with water only. Any additional ingredients (e.g., milk, sugar, etc) may cause the final beverage to no longer be Nutri-grade A.

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• What is inside Nespresso’s coffee capsules?

  Nespresso capsules contain only fresh coffee grounds. Our capsules do not include ingredients like milk or sugar.

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• Is the Boutique Pick Up service available at all your boutiques?

  This service offering is available only at the Raffles City, VivoCity and Ion Boutique for the time being. We seek your understanding that the pick-up service is not available at any of our other boutiques or mobile locations.

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• How does the Boutique Pick Up service work?

  It is a new service which allows you to place your order* and collect them approximately 1 hour after placing your order at the selected boutique. This is a complimentary free service and no minimum spending is required.

  *Products offering include capsules, accessories, and machines

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• How do I know if my order is ready for collection?

  You will receive an email with your order status and time frame to collect it at the boutique. Do ensure that your order is collected between 11am – 9pm (Mon to Sun).

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• 4. What documents do I need to bring along at the time of collection?

  Please provide our Boutique Coffee Specialist with the order invoice number. 

  The order invoice number can be found in the email sent to you once the order is ready for collection.

  You can also login to our website under "My Orders". Click on the PDF icon next to the order to download your invoice. The invoice number can be found at the right corner of your invoice.

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• Can I authorize someone else to collect my order for me?

  Yes you may. Do ensure that the third party has the information (order invoice number) mentioned in the FAQ as above.

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• Can I change the collection date of my order?

  After you place your order for boutique pick-up, you can collect it within 1 hour. If you are unable to make it within the hour on the day of the collection, you have up to 1 calendar days to collect your order.

  For instance, you placed your order for collection on 1 June for pick-up at 1pm. If you miss the 1pm pick-up time, the last day where you can pick up your items is on 2 June. Thereafter, if you still do not pick-up your items (on 3 June), your order will be cancelled and refunded.

  Subsequently, you will have to place a new order.

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• What happens if I do not collect my order?

  Our Boutique Coffee Specialist will contact you on your order using the phone number indicated in the order. We will hold on to your order at our Raffles City and VivoCity boutique for 1 calendar day. Thereafter, your order will be cancelled and refunded.

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• If I want to return and refund my items after I have already collected my order, how do I do that?

  Only non-coffee items (machines and accessories) can be returned and refunded, subject to our return policy. We seek your understanding that for coffee purchases, once you leave our boutique with the coffee, we will not be able to refund nor exchange the coffee due to food safety reasons.

  Please refer to our Service FAQs - Customer Support, Delivery & Warranty | Nespresso™ SG (Order and Delivery > How can I return goods) for more information.

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

  Please refer to our complete machine use and troubleshooting information here

   

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• My Vertuo Next is not staying connected to my Wi-Fi network. What should I do?
  1. Make sure the machine is plugged into a stable power supply and turned on. If it was off, turn on, then close and re-open the Nespresso App.

  2. Make sure the Wi-Fi signal is strong.

  3. Launch the Nespresso App, tap the machine icon, and select the box that says “Connectivity”.

  4. The Nespresso App will search for Wi-Fi networks. If none are detected, select “Refresh” at the bottom of the screen.

  5. If the machine powers off, be sure to turn it back on (it powers off after 2 minutes of inactivity).

  6. If no Wi-Fi networks are located, close the Nespresso App, make sure the machine is on and repeat from step 3 above.

  7. Once your Wi-Fi network is located, select it and enter your password and tap connect.

  8. Once the connection is successful, select OK.

  9. Under Connectivity the machine should say “Connected."

   

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• I tried to pair my Vertuo Next machine and I received the message “Machine unavailable. Detected machine was unable to pair." Is my machine used? What should I do?
  The message you received is due to quality checks during manufacturing. We assure you that your machine is brand new and was not used before you. We ask you to perform a factory reset by following these steps:

   

  1. Open and close machine head.

  2. Leave the lever in the unlocked position.

  3. Press and release the button to turn the machine ON, and wait for a steady white light.

  4. Quickly press the button 5 times in 3 seconds. The button will blink 5 times orange and then will change to steady white.

  5. Now you can pair the machine again.

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

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

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• The crema produced by my Vertuo Next machine appears to be rather thin. Why is this so?

  The different extraction technology used for Vertuo Next brings a slight difference in terms of density and could appear to be airier than the Vertuo and VertuoPlus machine.

  Within a few extractions, the crema will be smoother and more indulgent after these first extractions.

   

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• What is the difference between Vertuo Plus and Vertuo Next?

  Vertuo Next uses the same Centrifusion technology as our Vertuo and VertuoPlus machines.

  The difference is in the the second phase of extraction for Vertuo Next, whereby the rotation in the Vertuo Next occurs in half the time.

  This is an evolutionary step that allows customers to unlock the full potential of the Centrifusion technology, which can now extract a larger portion of coffee, like the new Carafe Pour-Over style.
  
  

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

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

  Thereafter, the crema will be smoother and indulgent after these initial extractions.
  
  

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

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

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

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• Are there any changes or additions to the Vertuo coffees with the launch of Vertuo Next?

  We are pleased to introduce 8 new coffees that will extend the Vertuo menu to 30 different coffee blends to suit every taste and occasion: from espressos (40ml) and double espressos (80ml), to longer cups (150-230ml) and single-origin, iced-coffee and flavoured options. There’s even something to share with Carafe Pour-Over Style (535ml).

  From early morning espressos, to lattes served long, to Pour-Over Style coffee to share with friends- we are ensuring that whatever cup size you prefer, there is a Vertuo coffee for you.

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• Why have you removed some of your Vertuo Coffees?

  In line with our evolving customer preferences, we are reassessing the presence of some of our coffees in our Vertuo range.

  These are the coffees that have been discontinued: Alto Intenso (Alto), Alto Dolce (Alto), Decaffeinato Intenso (Espresso), Elvazio (Mug), Giornio (Mug), Decaffeinato (Mug), Decaffeinato Ontuoso (Gran Lungo).

  We invite you to live chat with us on our website or call us at 800 852 3525 so that our friendly Coffee Specialists can make you new recommendations to replace these coffees that we have phased out.

   

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• Why are there four different sized capsules and five sizes of coffee for Vertuo Next?

  The four capsule sizes create different sized coffees. The smallest capsules make espressos.  The medium sized capsules make double espressos and Gran Lungos. The large capsules make mug-sized (230ml) and the extra-large capsules make Carafe Pour-Over Style coffees.

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• What is Nespresso Vertuo Coffee System?

  Nespresso Vertuo is the next generation of at-home coffee systems. Developed through many years of research and development, Vertuo has revolutionised the way that coffee is extracted with its unique, patented Centrifusion™ technology and a specially crafted, dedicated set of coffee capsules, which together enable customers to make a wide range of high quality coffee in a variety of styles and cup sizes. The intelligent system uses barcode technology to recognise each of the 27 Nespresso coffees from its permanent range, adjusting the brewing parameters to extract each blend precisely how it was meant to be enjoyed.

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• Where does the name Vertuo come from?

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

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• How are Vertuo and Original Different?

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

  With Original, you can also enjoy the same smooth, authentic taste of your coffee in shorter Espresso and Lungo sizes and espresso-based café style milk recipes such as Cappuccinos and Lattes. Original machines use a high-pressure 19 bar extraction system to release the fresh aromas from each capsule.

   

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

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

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• Why is there not an integrated milk solution?

  With Vertuo you can easily get an outstanding in-cup result by simply pouring milk before the coffee is extracted, which we call the Reverso™. While the coffee is filling the cup, milk nicely mixes with the crema and the coffee to give a unique smooth and indulgent beverage.

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• Why are there 3 different sized capsules and 5 sizes of coffee?

  The smallest capsules make Espressos (40ml).  The medium sized capsules make Double Espressos (80ml) and Gran Lungos (150ml). The largest capsules make Mug-sized (230ml) and Alto (414ml) coffees. We have 5 sizes of coffee to provide versatility and match coffee preferences at any time of the day, be it a strong morning shot to start your day, or a large mug for slow weekends.

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• What is the caffeine content of the coffees?

  The amount of caffeine is different for each coffee and depends on two factors: the proportion of Robusta in the blend, and the quantity of ground coffee used to prepare the cup. For Vertuo, the caffeine content varies depending on the cup size and coffee blend:

  • Espresso (40ml): 70-150mg/cup
  • Gran Lungo (150ml): 120-200mg/cup
  • Mug (230ml) and Alto (414ml): 140-200mg/cup
  • Half Caffeinato (230ml): 90mg/cup

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• Can I recycle Vertuo capsules?

  Yes. All Vertuo capsules can be recycled through the existing recycling system for Original capsules.

  You can recycle your used Nespresso capsules using any bag you have available at home.

  Recycling bags can also be requested for free under the Accessories section or at the shopping bag page when you checkout on our website or app. They are also available at our boutiques.

  Through the Recycling@Home initiative, couriers pick up used capsules when delivering new orders.  You may also drop off your used capsules at any Nespresso Recycling Point. The nearest Recycling Point can be found here:

  https://www.nespresso.com/sg/en/store-locator/

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• What is Nespresso & You?

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

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• How do I qualify for Nespresso & You?

  You are automatically enrolled into this program when you make a coffee purchase with your Nespresso account, directly from Nespresso Boutiques, Nespresso.com, Mobile App, or the Call Centre.

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

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

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• How is coffee capsule consumption calculated?

  Only paid capsules purchased under your account directly from Nespresso Boutiques, Nespresso.com, Mobile App or the Call Centre are considered. If you joined Nespresso in March, your consumption (based on your purchase) will be calculated from March to February of the following year.

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• Where can I find my status?

  Log in to find your status in the 'Member Status' section here

  You can find more information on your membership, such as your current Seniority and Consumption levels, your current benefits, as well as how to upgrade to the next tier.

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

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• When will my new tier be calculated?

  1. If you've upgraded your tier based on seniority, the changes will take effect at the start of your new membership year.

  2. If you have upgraded through the consumption level, your new status will be reflected 1 day after you receive your coffee order.

  3. All downgrades will happen at the end of membership month.

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• Is dropping out of Nespresso & You possible?

  You will drop out of the program following no coffee purchase in the past 12 months of your membership year. Your status will reset to Connoisseur if you make a coffee purchase after the 13th month.

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

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

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• Will my Nespresso & You benefits expire?

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

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• What is Nespresso Partnerships?

  We have collaborated with our restaurant and hotel partners to bring you offers when you visit them. Simply present your membership status on the mobile app to our partners to enjoy these offers. For the latest information, please visit our page here.

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• Why does my 30% Accessories Discount Voucher not work?

  This benefit is only available to Expert and Ambassador members. Kindly apply promotion code 30OFFACC during checkout.

  If it does not work, you may have used it already during your current membership year.

  For more information, please contact us via live chat on our website, or call our toll-free hotline at 800 852 3525.

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• Why does my $80 Machine Discount Voucher not work?

  This benefit is only available to Ambassador members. Kindly apply promotion code 80OFFMACH during checkout. If it does not work, you may have used it already during your current membership year.

  This voucher is not valid for the Essenza Mini machine, Essenza Mini Bundle, Vertuo Pop machine, and Vertuo Pop Bundle, or other Machine Upgrade Programs.

  *This list of eligible purchase exclusions is subject to change at any time, without notice.

  For more information, please contact us via live chat on our website, or call our toll-free hotline at 800 852 3525.

   

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• Am I entitled to a machine repair waiver?

  This benefit is only available to Expert and Ambassador members, and for machines registered under your account only.

  You can redeem this benefit up to two times every membership year, 1 machine each time. Free machine repair service excludes cost of spare part replacement, and is not applicable for the following machines: Le Cube, Lattissima Standard, Lattissima Premium and all foreign machines not supported in Singapore including Expert/Expert & Milk, Gran Lattisima, Creastista Uno, Creatista Pro.

  *This list of eligible machine repair waiver exclusions is subject to change at any time, without notice.

  If you are facing an issue with your machine, you can live chat with us on our website or contact our Customer Service hotline at 800 852 3525 (toll-free). In case a machine repair is required, you can enjoy up to two machine repair fee waivers during your membership year.

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• Are my orders for Original and/or Vertuo capsules calculated for my consumption?

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

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

  Yes, your Nespresso & You status is determined based on the number of capsules you purchase (Original or Vertuo) as well on as your time with us as an active Nespresso customer.

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• What are the revamped benefits within Nespresso & You Program for Connoisseur, Expert & Ambassador & when did it take effect?

  We recently revamped our benefits on 30 August 2023 to optimize experiences across membership tiers.
  Our revamped Nespresso & You Program offers a range of enhanced benefits and perks tailored to each tier.

  For the list of updated benefits, please visit here.

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• Are Ambassadors still entitled to 5 free delivery with no minimum spend?

  Both Expert & Ambassador members will be entitled to *5 free delivery exclusively on the mobile app

  For more information, please contact us via live chat, or call our 24/7 toll-free hotline at 800 852 3525.

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• Why is Nespresso going paperless for invoices?

  Sustainability is at the heart of our business, and our commitment is to achieve a carbon neutral cup of Nespresso coffee by 2022 through reducing, reusing and recycling. In line with this, we are taking small
  steps to go paperless. We have launched a new PDF e-invoice function on our website that allows our customers convenient access to their order invoices at any time. Thank you for joining us on this journey.

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

  Sustainability is at the heart of our business, and our commitment is to achieve a carbon neutral cup of Nespresso coffee by 2022 through reducing, reusing and recycling. In line with this, we are taking small
  steps to go paperless. Thank you for joining us on this journey.

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

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

  This feature is currently available only through our website (desktop and mobile versions).

  It is not available on our mobile application.

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• How do I retrieve my e-invoice?

  Login to your account. Under “My Account” > “My Orders”, click on the PDF icon to download the invoice for your desired order.

  Please note that this feature is currently available only through our website (desktop version) and mobile version of our website.

  It is not available on our mobile application.

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

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

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

  This could be due to various reasons. For instance, it could be that the order was not invoiced, or you may have opted out of receiving e-invoices.

  Please contact our friendly Coffee Specialists at 800 852
  3525 or live chat with us on our website for assistance.

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

  This could be due to the pending status of your order. Please contact our friendly Coffee Specialists at
  800 852 3525 or live chat with us on our website for assistance.

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

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

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

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

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

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• How will I know when an e-invoice is ready?

  You will receive an email notification once your e-invoice is ready, and it will be included in the email as an attachment. You may retrieve the e-invoice directly from the email, or login to your account and retrieve the e-invoice under “My Account” > “My orders”.

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• I am on a subscription plan. Will I be able to download an e-invoice for each month’s subscription payment?

  Unfortunately, e-invoices are currently not available for our subscription plans.

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• Where can I find my membership number?

  Your Nespresso membership number is created when you register with Nespresso on the phone, at the Boutiques or on Nespresso's website at www.nespresso.com. You can find your membership number in the following ways:

  1. Order invoice
  2. In your Internet account after you login. Click on "My Account" and select "My Personal Information".
  3. In the second email (subject: Nespresso: Your Membership number) you receive when you register on the Nespresso website

  You are advised to provide your membership number whenever you contact us. This enables us to provide you with an answer as quickly as possible. You can also call Nespresso at 800 852 3525 (toll-free) or live chat with us on our website to enquire about your membership number.

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• I forgot my password. What should I do?

  If you have forgotten your password or would like to amend it, please go to www.nespresso.com and click on the link “forgotten your password?” found at the top right hand corner of the page. Enter your email address and a reset password link will be sent to your email. Please note that the reset password link only valid for 72 hours.

  If you do not receive a reset password email within 30 mins or the reset password link has expired, please call Nespresso at 800 852 3525 (toll-free) or live chat with us on our website for us to further assist you.

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

  Go to https://www.nespresso.com/sg/en/registration or click on the "Register" button located at the top right corner of the page. Under "Do you already have a Nespresso membership number?", select "Yes, I have a Nespresso membership number" and enter your membership number and the postal code of your address.

  You can also call Nespresso at 800 852 3525 (toll-free) or live chat with us on our website, to activate your Internet account. Our coffee specialist will then send you an email to set up your password to activate your Internet account.

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• How do I register my machine online?

  If you are a new member and do not have an Internet account, you can register your machine when you register for an Internet account. Go to https://www.nespresso.com/sg/en/registration to start the registration process. After you have filled in the details, you will be prompted to register your machine. Select your machine amongst all the machines listed and enter the details listed on the page.

  If you already have an Internet account, log in via www.nespresso.com, click on the “My Account” option at the top of the screen. Select the option “My personal Information” and click on "Add a machine". Select your machine amongst all the machines listed and enter the details listed on the page.

  If you still have trouble registering your machine, please call Nespresso within Singapore at 800 852 3525 (toll-free) or live chat with us on our website for assistance.

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• How can I change my delivery and/or billing address?

  You can amend your address via your Internet account.  When you log in via www.nespresso.com, click on the “My Account” option at the top of the screen. Select the option “My personal Information” and click on "Change my address". You can add a new or amend an existing address via the option "My Addresses".
   
  Alternatively, you can amend your address while placing an internet order. When placing your order, you are provided with an order details and delivery address after you click on "Proceed to checkout". The delivery and invoicing address(es) are given at the top. You can click on the button "Edit" to amend an existing or "Choose another delivery address" to add a new address.

  
  You can also contact Nespresso within Singapore at 800 852 3525 (toll-free) or live chat with us on our website to update your address.

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• How do I register as a Member?

  Go to https://www.nespresso.com/sg/en/registration or click on the "Register" button located at the top right corner of the page. Fill in your First Name, Last Name, email address and password (minimum 6 characters). You will use this email address and password to login to your Internet account.

  If you are an existing Nespresso Member, under "Do you already have a Nespresso membership number?", select "Yes", fill in your membership number and postal code of your address, click on "Continue" and you will complete your registration. You may now proceed to place your order.

  If you are not an existing member, select "No" and click on "Continue". Fill in your delivery and/or billing address, telephone number and select "Continue". On the next page, register your Nespresso machine by selecting the model and entering your machine serial number and date of purchase. If you wish to register it later, click on "Skip Machine Registration". Your account is successfully created and you may now proceed to place your order.

  If you face difficulties during the registration process, please contact Nespresso at 800 852 3525 (toll-free) or live chat with us on our website for assistance.

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• I encountered the error code 716

  We are unable to deliver to the address you have stated as the address falls outside of the delivery area. Please use an alternative delivery address for your order.

  For assistance, please contact Nespresso at 800 852 3525 (toll-free) or live chat with us on our website.

  Do indicate code 716 when you contact us and we will arrange delivery for your order.

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• I encountered the error code 711

  We are unable to proceed with your order. Please contact Nespresso at 800 852 3525 (toll-free) or live chat with us on our website for assistance.

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• How can I change my email address?

  You need to log in to your internet account via www.nespresso.com if you wish to change your email address. Once you’ve logged in, click on “My Account” option at the top right corner of the page. Select the option “My personal Information" -> "Change my personal information" and enter your new email address.

  You can also contact the Nespresso Club at 800 852 3525 (toll-free) or live chat with us on our website to update your email address.

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• I have relocated to/from another country. How do I migrate my account?

  To deactivate your existing account in another country, you can also call Nespresso at 800 852 3525 (toll-free) or live chat with us on our website.

  Once the account has been deactivated, you will be able to create your account on our Nespresso Singapore website using the same email address.

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• I encountered the error code 766

  We were unable to proceed with your payment. Please return to the payment page and check that you have selected the correct payment mode and entered the correct credit card details.

  If you still encounter problems, please call Nespresso at 800 852 3525 (toll-free) or live chat with us on our website for assistance. Do specify code 766 for us to further assist you.

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• I encountered the error code 814

  You have already created an account with this e-mail and password on Nespresso website in a different country. If you would like to continue ordering on that Nespresso account, please choose your country flag by clicking on the flag icon located at the homepage to navigate to the site where your account was created.

  If you would like to register on Nespresso Singapore website, please use a different email address.

  For further assistance, contact Nespresso at 800 852 3525 (toll-free) or live chat with us on our website to migrate your existing account.

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• My reset password link has expired. What should I do?

  Try to login and click on "forget password". We will send you a new reset password link to your email. Please note that this link will expire in 72 hours.

  If you face any difficulties, please contact Nespresso at 800 852 3525 (toll free) or live chat with us on our website for assistance.

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• I cannot login to my account.

  Have you registered for an Internet account previously?

  If you have, please reset your password by clicking on "Forgotten your password?" located at the top right corner of the page. You will receive a reset password link to reset your password.

  If you do not receive an email within 30 mins, please register for a new account by clicking on "Register" located at the top right corner of the page or clicking on this link: https://www.nespresso.com/sg/en/registration.

  For further assistance, please contact Nespresso at 800 852 3525 (toll-free) or live chat with us on our website.

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• I've forgotten my email address

  Please contact Nespresso at 800 852 3525 (toll-free) or live chat with us on our website for assistance. 

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• I encountered the error code 0x-xxx

  An error has occurred due to website instability. Please try again in 5-10 minutes. If you continue to face this error, please call Nespresso at 800 852 3525 (toll-free) or live chat with us on our website for assistance.

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• I encountered the error code 743

  You have already created an account with this e-mail and password on Nespresso website in a different country. If you would like to continue ordering on that Nespresso account, please choose your country flag by clicking on the flag icon located at the top right corner of the page to navigate to the site where your account was created.

  If you would like to register on Nespresso Singapore website, please use a different email address or contact us directly through the contact list and choose the country with your existing account migrate your account to Singapore.

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• How can I order Nespresso capsules?

  Nespresso capsules can be purchased from the following channels:
   
  1. Our website at www.nespresso.com (please select Singapore as country of preference)
  2. Our mobile application (available for iPad, iPhone and Android). Download the Nespresso mobile app here
  3. Phone ordering via our toll-free hotline at 800 852 3525
  4. Our boutiques at the following addresses:

  Nespresso Boutique in Takashimaya Department Store
  Basement 1, Household Department
  Singapore 238873
  Opening hours: 10am – 930pm 

  Nespresso Boutique in ION Mall
  ION Orchard
  #01-14
  Singapore 238801
  Opening hours: 10am -930pm

  Nespresso Boutique in Raffles City
  Raffles City Shopping Centre, #01-16
  (along North Bridge Road, facing CHIJMES)
  Singapore 179103
  Opening hours: 11am to 830pm (adjusted hours till 13 Mar, inclusive)

  Nespresso Boutique in VivoCity
  VivoCity, Level 1 Unit 204-206
  Singapore 098585
  Opening hours: 10am to 930pm

  Pop-ups:

  - Waterway Point & Westgate 11am to 9pm

  Updated on 20 May 2022

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• What are the available modes of payment on the website?

  Payment can be made via debit or credit card, available for Mastercard, Visa and Amex. Nespresso.com uses Secure Sockets Layer (SSL) software. This software is the industry standard and among the best software available today for secure on-line commerce transactions. It encrypts all of your personal information, including credit card number, name and address, so that they cannot be read as the information travels over the Internet.

  Notice: with effect from 25 October 2016, we have ceased payment via Cash on Delivery to ensure that your order & delivery experience with Nespresso is as seamless as possible.

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• How can I amend or cancel my order?

  If you wish to cancel or amend an internet order, please contact Nespresso via live chat on our website or call us at 800 852 3525 (toll-free) with your order reference number.

  If the order has been processed before you contact Nespresso and you wish to return the items ordered, please contact Nespresso for our returns policy.

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

  If you have been waiting longer than the agreed delivery time period, please contact Nespresso at 800 852 3525 (toll-free) or live chat with us on our website for our Coffee Specialists to assist you.

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• Is there any minimum spending required for the free delivery? Does the minimum spend apply to all items in the Nespresso website?

  You can enjoy free delivery with minimum $80 spent online. For all other orders, a delivery fee of $10.70 applies.

  The $80 minimum spend online is valid for all items on the Nespresso site.

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• Why can’t I buy Nespresso capsules outside of Nespresso Boutique and website?

  In order to be able to guarantee the best-in-class service and quality, Nespresso has chosen to manage the sales of the capsules in-house. This ensures maximum freshness and preservation of your capsules upon arriving at your home (or office), thus guaranteeing the highest quality coffee experience, cup after cup.

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

  This service is currently not offered by Nespresso Singapore.

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• What should I do if my package is damaged?

  If you have received a damaged package, please contact Nespresso via live chat on our website or call us at 800 852 3525 (toll-free) for our Coffee Specialists to further assist you.

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• Can I send Nespresso capsules overseas?

  You cannot send orders abroad from Singapore. If you would like to do so, you should use Nespresso in the country in which you would like the products delivered. There is a flag icon on the bottom, left-hand side of the main screen. If you click on it, you can choose one of the various countries that allows you to order Nespresso capsules directly from the country.

  To order your coffee in another country, you will need to register a new account in the country you wish to purchase from. You cannot use your existing account to login to another country's website.

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• How can I return goods?

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

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• What is the PICK lockers?

  PICK lockers – An island wide network of 1000 parcel locker stations for you to pick up your parcels anytime 24/7. Ready for collection within 2-3 working days.

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• What can be delivered to the PICK lockers?

  Due to size limitations of the lockers, accessories and machines will not be able to be delivered using this option. You may order up to a maximum of 300 coffee capsules, which will be packed in a carton box for security reason.

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• How does the PICK lockers work?

  1. During check out, select Pick Up Point as the preferred delivery option.
  2. With your postal code or road name, a list of lockers will be available for selection
  3. You will receive an SMS and/or Email notification once the parcel is placed into the locker, together with a unique PIN code.
  4. Enter your unique PIN code to collect your parcel from the locker.
  5. If the parcel is not collected within the stipulated timeline, it will be returned to Nespresso. Our coffee specialists will reach out to you to reschedule the delivery.

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• How do I track my order that is delivered to the PICK locker?

  Our tracking site is currently under maintenance.
  However, you may wish to reach out to our friendly coffee specialist via Live Chat if you do not receive an SMS within 3 working days.

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• Why are the PICK locker locations not showing on my iOS App?

  If you receive an error "The location of your address could not be found" while in the PICK locker map, click the Location services (grey arrow) on the upper right side of your screen to refresh the PICK locations within your area. 

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• When will my parcel be delivered to my selected Pick lockers?

  Parcels will be placed into the lockers between Monday to Friday (excluding weekends and Public Holidays).

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• Can I return my used capsules through Pick locker?

  Return of used capsules via Pick locker is currently unavailable.

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• What happens if my selected locker is full?

  In the event that your selected locker is not available, our friendly coffee specialists will contact you to reschedule the delivery.

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• Where can I buy Nespresso capsules?

  Nespresso capsules can be purchased from the following channels:
   
  1. Our website at www.nespresso.com (please select Singapore as the country)
  2. Our mobile application (available for iPad, iPhone and Android). Download the Nespresso mobile app here
  3. Phone ordering via our toll-free hotline within Singapore at 800 852 3525 
  4. Our boutiques are located the following addresses:

  Nespresso Boutique in Takashimaya Department Store
  Basement 1, Household Department
  Singapore 238873
  Opening hours: 10am – 930pm 

  Nespresso Boutique in ION Mall
  ION Orchard
  #01-14
  Singapore 238801
  Opening hours: 10am - 930pm

  Nespresso Boutique in Raffles City
  Raffles City Shopping Centre, #01-16
  (along North Bridge Road, facing CHIJMES)
  Singapore 179103
  Opening hours: 11am to 830pm (adjusted hours till 13 Mar, inclusive)

  Nespresso Boutique in VivoCity
  VivoCity, Level 1 Unit 204-206
  Singapore 098585
  Opening hours: 10am to 930pm

  Pop-ups:

  - Waterway Point & Westgate 11am to 9pm

  Our capsules cannot be purchased in department stores, in tableware or appliance shops. In order to be able to guarantee the best-in-class service and quality, Nespresso has chosen to manage the sales of the capsules in-house. This ensures maximum freshness and preservation of your capsules upon arriving at your home (or office), thus guaranteeing the highest quality coffee experience, cup after cup.

   

  Updated on 20 May 2022

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• How much do the capsules cost?

  Nespresso offers 29 coffee capsules in 4 different categories - Inspirazione Italiana, Origins, Espresso and Lungo blends. Each sleeve of coffee contains 10 capsules and are priced between SGD 7.00 - SGD 9.00*.

  
  *Prices are subjected to change.

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• Why have you raised your prices?

  Our goal is to keep our overall prices stable. However, due to economic factors (including global inflation) that directly impact our value chain, we have had to slightly adjust and increase our prices to continue to offer our consumers the high-quality products they expect from Nespresso.

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• What are the Limited Editions from Nespresso?

  Every year, Nespresso introduces one or more limited editions to surprise our members with new coffee discoveries. Due to their exclusive character, these limited editions are available while stocks last only and are not restocked once they sell out.

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• Do Nespresso capsules have an expiration date?

  Our coffees have a twelve-month shelf life since the moment they are produced. They do not have an expiry date, but a best before date. This means the quality, the aromas and the taste remain optimal for no less than twelve months. The product remains safe for consumption once past this date.You can find that date printed on each sleeve.

  We guarantee the aromatic profile of our coffees for 12 months. Past these 12 months, there might be a small reduction in the aroma intensity in the blends, but they are still good for consumption.

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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 dry out and reabsorb the natural coffee bean aromas. The usual grinding and roasting methods are then employed.
   
  The removal of caffeine is, therefore, completely natural. This decaffeination process removes up to 99.9% of the caffeine from the coffee beans.

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• How many calories does a Nespresso capsule contain?

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

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• How much caffeine is contained in each capsule?

  The quantity of caffeine depends on the Coffee capsules and is defined by the proportion of Robusta in the blend (Robusta contains more caffeine than Arabica) and the grammage of coffee per capsule.

  • The ristretto range (25 ml) varies from 60 to 80 mg caffeine per cup. Kazaar is an exception as it is very high in Robusta and contains 120 mg of caffeine.
  • The Espresso range (40ml) varies from 50 to 70 mg caffeine per cup.
  • The Lungo coffees (110 ml) range except Envivo around 80 mg caffeine per cup.
  • The Envivo 110 mg caffeine per cup
  • The decaffeinated coffees contain 2-4mg caffeine per cup.

  All coffees in the Professional line contain between 60 to 85 mg caffeine per cup.

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• Do the Nespresso capsules contain allergens?

  Nespresso capsules do not contain any source of food allergens. However we suggest that it would be best to consult your family doctor before consumption.

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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.

  Nespresso capsules are totally protected from air and light to ensure freshness over time: aluminium is the only material to guarantee such optimal protection. Nespresso aluminium capsules are coated with a food-grade lacquer to prevent any contact between the aluminium and the ground coffee.

  Aluminum is also a material that can be infinitely recycled without losing any of its properties (approximately one third of the world aluminum demand is met by recycled sources and 75% of the aluminum ever produced is still in circulation). Coffee grounds can also be reused in a number of ways. They can be used for example, as a natural fertilizer for agriculture or as an energy source for the production of electricity or domestic heating. In Singapore, the used coffee grounds are composted and used as fertilizer in a local organic farm.

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• Can pregnant women drink coffee?

  It is generally safe for expectant mothers to consume a total of 300mg of caffeine a day.  However we suggest that it would be best to consult your family doctor before consumption.

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• Does Nespresso offer tea or hot chocolate capsules?

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

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• I am looking for a coffee machine for my office. Where can I buy one?

  You can find the various coffee machines for offices on our website www.nespresso.com/pro. You can compare different possibilities and choose the one that suits best your company’s needs. You can also request a demonstration or brochure online.
   
  If you need additional information, you can contact our Coffee Specialists via our toll-free hotline at 800 186 5007 or live chat with us on our website.

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• What is the difference between the Aeroccino3 and Aeroccino 4?

  These two milk frothing devices are very similar, with the ability to achieve the same results for hot or frothed milk. Additionally, they can both prepare cold froth for iced cappuccinos.

  Aeroccino 4 is chrome plated and has a handle, with 4 different milk option: Cold milk froth for ice coffee recipes, hot milk for lattes, warm & airy milk foam for cappuccinos and warm & dense milk foam for latte macchiatos. The Aeroccino4 is also dishwasher proof to ease cleaning.

  Aeroccino3 has a modern ribbed look with no handle, and is available in 3 colours. The Aeroccino3 comes with a spring removable whisk with 3 different milk option: light & creamy, warm & dense foam, hot or cold for your Latte or Cappuccino recipes with the touch of a button.

  The maximum milk capcities are as follows:
   
  Aeroccino 3 and 4
  Maximum capacity for milk foam: 120 ml
  Maximum capacity for hot milk: 240 ml

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• Why are you taking away Vivalto Lungo Decaf coffee?

  Our aim at Nespresso is to offer a range of high quality coffees to suit every taste preference and part of this includes reviewing and revitalising our existing range. Before taking the decision to make any changes to our coffee range, we undertook a detailed consumer study and internal analysis. Our customers’ voice is at the centre of everything we do at Nespresso and after multiple feedback sessions from our loyal customers and focus groups we have decided to discontinue this particular blend and offer new coffees that we are confident you will enjoy.

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• Why did you revise your Lungo collection?

  We’ve expanded our Lungo coffee offerings with the new Shanghai Lungo. We hence took the opportunity to revise our Lungo collection to better represent the great variety of tastes in longer cup coffees today. Our sensory team re-evaluated the Nespresso intensity scale and adjust the value for some of our coffees to ensure they are displayed in the right position. Your favourite and familiar coffees still carry the same great taste and now have an intensity value that truly reflects their place in the Nespresso coffee range.

   

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• Why have you taken away Vivalto Lungo coffee?

  We have recently revised our Lungo collection to better represent the great variety of tastes in long coffees today. Our sensory team took this opportunity to re-evaluate the Nespresso intensity scale and adjusted World Explorations Tokyo Vivalto Lungo to intensity 6 - it better reflects where this coffee sits in this new range. Despite this capsule’s new blend recipe, its complexity and balance are the same as what you first fell in love with.

   

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• Are there any hidden fees for signing up for the EasyOrdering service?

  There is no cost for creating, modifying and cancelling your EasyOrder. Your recurrent order can be set up via the Nespresso website or mobile application under My Account. Alternatively, you can live chat with us on our website or call us at 800 852 3525 (toll-free) for further assistance.

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• What are the benefits of signing up for the EasyOrdering service?

  EasyOrdering allows you to receive your favourite coffee and selected accessories at the frequency and address of your choice to prevent you from running out of your favourite Grands Crus and to save you time and effort on placing an order when you need it.

  You can set up, modify or cancel your EasyOrder on the Nespresso website or mobile application. Alternatively, you can live chat with us on our website or call us at 800 852 3525 (toll-free) for further assistance.

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• What are my obligations for signing up for the EasyOrdering service?

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

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• How will I know when my order will ship?

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

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• How do I modify or cancel my EasyOrder?

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

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• What are the shipping fees for an EasyOrder?

  Enjoy free delivery with minimum $60 spent. Delivery fee of $10.70 applies for all other orders.

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• Why do I not see Nespresso Your Time delivery method in my EasyOrder setup?

  Nespresso Your Time delivery mode is not available for EasyOrder. Please select Evening Delivery where your order will be delivered the next day between 6pm to 9pm.

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• Do I benefit from promotional activities by signing up for EasyOrdering?

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

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• What is the minimum capsules quantity required for an EasyOrder?

  A minimum of 50 capsules is required for EasyOrder, which is the same as a regular order.

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• Is Limited Edition coffee available via EasyOrder?

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

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• I do not see Nespresso machines or all of the Nespresso accessories? How do I order these as part of my service?

  The EasyOrdering service is only available for Nespresso Grands Crus coffees as well as frequently used accessories such as sugar and Recycling Bag. We encourage you to place a separate order for Nespresso machines and accessories that are typically ordered in a lower frequency.

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• What if I do not want my order and it has already shipped. How do I cancel it?

  As per Nespresso Terms and Conditions, you are able to refuse the delivery of each package in order to return it to us and receive a credit for the returned items. Please contact Nespresso at 800 852 3525 (toll-free) or live chat with us on our website for assistance.

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

  Please contact Nespresso within Singapore at 800 852 3525 (toll-free) or live chat with us on our website.

  Do have the relevant sleeve(s) of coffee on hand or a picture of the bar codes whenyou call us, as the production codes on the packs allow us to trace the production batch. We seek your help also to provide us with as much information as possible about the nature of the damage/defect for us to better assist you.

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• Why is there a change in the coffee taste of my capsules?

  To maintain the optimum temperature, flow and quality of your coffee, you are advised to descale your machine after every 400 to 600 capsules or at least once a year. Nespresso offers a cleaning kit that has been especially designed for the Nespresso system and its components. Purchase a descaling kit here.

  Please contact Nespresso within Singapore at 800 852 3525 (toll-free) or live chat with us on our website if you need further assistance.

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

  You may choose your machine model at Nespresso Assistance videos page and let us guide you through our step-by-step videos.

  If you require further assistance, please contact Nespresso within Singapore at 800 852 3525 (toll-free) or live chat with us on our website.

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• How much does it cost to repair my Nespresso coffee machine?

  During the 2-year warranty period, Nespresso offers the Nespresso Assistance Package for machines that are covered with valid warranty. Click here to find out more about the Nespresso Assistance Package.

  For machines that are out of/not covered with warranty you will be presented with a quote based on which you can decide whether you would like to proceed with the repair. Please contact Nespresso within Singapore at 800 852 3525 (toll-free) or live chat with us on our website for more information.

   

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

  Please feel free to visit the Nespresso Assistance video page, where we provide a step-by-step Nespresso Assistance Service guide on each machine.
   
  Alternatively, contact Nespresso at 800 852 3525 (toll-free) or live chat with us on our website for further assistance.

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• My machine coffee volume does not seem right. How can I reset the volume? (Factory reset)

  If you are not satisfied with the amount of coffee that your Nespresso machine provides, you can reset the amount delivered.
   
  Please feel free to visit the Nespresso Assistance video page, where we provide a step-by-step Nespresso Assistance Service guide on each machine.
   
  This quantity will be saved in the memory of your machine. In future, your cup will be filled to this default level. You may also programme the coffee volume for all coffee buttons on your machine.
   
  Alternatively, you are welcome to contact Nespresso at 800 852 3525 (toll-free) or live chat with us on our website for further assistance.

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• Cup size programming

  If you are not satisfied with the amount of coffee that your Nespresso machine provides, you can set the volume delivered.

  Please feel free to visit the Nespresso Assistance video page, where we provide a step-by-step Nespresso Assistance Service guide on each machine.
   
  This quantity will be saved in the memory of your machine. In future, your cup will be filled to this new level. The programming can be done for all coffee buttons on your machine.
   
  Alternatively, you are welcome to contact Nespresso at 800 852 3525 (toll-free) or live chat with us on our website for further assistance.

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• Can I upgrade my Nespresso coffee machine?

  Nespresso Singapore provides machine upgrade/trade in options to our Members, but the eligibility of the upgrade is subject to certain criteria.

  For more information regarding our machine upgrade program, please contact Nespresso at 800 852 3525 (toll-free) or live chat with us on our website.

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• How long is the Nespresso warranty?

  All Nespresso machines and Aeroccino are covered with 2-year warranty based on the purchase date. Provided if

  • the machine warranty is registered in a local Nespresso membership account.
  • the country of purchase or in such other countries where Nespresso sells and services the same model with identical technical specifications. 
  • The machine is not damaged resulting from the usage of non-genuine Nespresso capsules.

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• My machine switches itself off after a while. Is this normal?

  Yes, our machine will turn itself off after 9 minutes of inactivity to minimise energy use.

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

  The fluid in our descaling kit is identical so you can use the set with another Nespresso machine. Please ensure that you follow the appropriate descaling instructions for your machine.

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• How often should I descale my Nespresso machine?

  In order to keep your Nespresso machine in optimal condition, you are advised to descale your machine after every 400 to 600 capsules or at least once a year. This will help to maintain the optimal temperature and quality of your espresso. Purchase a descaling kit here.

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• How do I request a descaling reminder?

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

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• Where can I find a manual for my machine?

  You can download the machine user manual here.

  You can also contact Nespresso at 800 852 3525 (toll-free) or live chat with us on our website to request for a soft copy that we can emailyou.

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• There is sometimes water in the drip tray. Where does this come from?

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

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• Aeroccino Troubleshooting: Burn Marks

  The burn marks you are experiencing are a build up of milk proteins over the heating element. These will need to be removed in order to avoid further complications with your Aeroccino. The following steps are recommended:
   
  - The use of a Teflon-safe (or non-stick) scourer on the inside surface of your Aeroccino to remove the burnt patches of milk
   
  - Cleaning the inside of your Aeroccino, as above, after every use
   
  - Ensuring the inside of your Aeroccino remains free from any scratches or permanent marks
   
  If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact Nespresso directly via our toll free number 800-852-3525 or or live chat with us on our website. A trained Coffee Specialist will be happy to assist you.

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• Aeroccino Troubleshooting: Flashing red light

  If the red light on your Aeroccino is flashing continually and the heating cycle stops prematurely, it means that your Aeroccino has detected that it is heating up too quickly. Please find below some common causes and resolutions for this:
   
  - Using the Aeroccino again immediately after first use: The Aeroccino has a safety thermostat that stops the spinning and heating of milk if the temperature is too high. This is to prevent it from burning out. It must be rinsed with cold water, cleaned and allowed to cool before using again.
   
  - Traces of milk left in the Aeroccino: The Aeroccino must be thoroughly cleaned after each use. If traces of milk are left in it, the temperature rises very fast and the Aeroccino stops spinning and heating much earlier. We suggest that the inside of your Aeroccino should be thoroughly cleaned with cool water and a Teflon-approved or non stick scourer after every use. It is advised to also rinse the whisk used to maintain the quality of your unit.
   
  If you require any further support for your Aeroccino (including warranty claims), please contact Nespresso directly via our toll free number 800-852-3525 or live chat with us on our website. A trained Coffee Specialist will be happy to assist you.

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• Aeroccino Troubleshooting: Milk not frothing

  The amount of froth produced by the milk, is dependent on the amount of protein present in your milk of choice. The protein content can vary between batches of milk, meaning that one bottle of milk may produce a different level of froth to another. This can also vary seasonally - most notably during the warmer months.
   
  We advise the most effective resolutions are to:
   
  - Ensure your Aeroccino is functioning correctly - whisks spin, milk heats and red light does not flash
   
  - Trial with a different bottle/type of milk
   
  If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact Nespresso directly via our toll free number 800-852-3525 or live chat with us on our website. A trained Coffee Specialist will be happy to assist you.

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• Aeroccino Troubleshooting: Whisks not spinning

  Nudge the whisk slightly; it might be that the magnetism stopped for a short time. Check the function of the other whisk if it's working.
   
  Rinse inside of the jug and the whisk with cold, running water and make sure to wipe with a damp, non-abrasive sponge or paper towel to remove milk residue after each time use.
   
  For the Aeroccino 3, Check that the ON-OFF button is ON (red LED lighted)
   
  If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact Nespresso directly via our toll free number 800-852-3525 or live chat with us on our website. A trained Coffee Specialist will be happy to assist you.

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

  If a capsule is damaged (before or during the extraction), coffee grounds can be found into the cup.
  Check that a capsule was not crushed while closing the lever/slider. If so, rinse the system and look for the problem, such as:
  - full capsule container
  - capsule stuck in the capsule cage
  - capsule stuck in the extraction chamber

  Extraction system opened too soon (during or just after extraction). Wait 2 to 3 seconds before opening the extraction system.

  If you need further assistance, please contact Nespresso at 800 852 3525 (toll-free) or live chat with us on our website.

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

  Your machine is crucial to the Nespresso system. It guarantees the perfection of your espresso, cup after cup, and as such it deserves the best of care.
   
  If it needs technical repairs,  please contact Nespresso directly at 800 852 3525 (toll-free) or live chat with us on our website for further assistance. Our Coffee Specialists are qualified to carry out a full diagnosis by phone or video chat. If appropriate, they will advise that you opt for the Nespresso Assistance Package*, which includes:
   
  - The collection of your Nespresso machine from your home or an address of your choice
   - The loan of a Nespresso machine for the repair period (subject to availability and excludes Aeroccino milk frothers)
   - Repair of your Nespresso machine and a full check of its components
   - Return of your Nespresso machine to the same collection address
   - A further 6-months repair warranty after the return of your Nespresso machine
   
  *Terms and conditions apply. Free service only for genuine Nespresso machines still covered by the manufacturer's warranty and purchased in the country where the repair is undertaken.

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• Aeroccino Troubleshooting: Cannot turn on

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

  The Aeroccino might be overheated. Please fill it up with cold water or ice cubes and wait for 30 minutes.

  Using the Aeroccino again immediately after first use: The Aeroccino has a safety thermostat that stops the spinning and heating of milk if the temperature is too high. This is to prevent it from burning out. It must be rinsed with cold water, cleaned and allowed to cool before using again.
   
  If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact Nespresso directly via our toll free number 800-852-3525 or live chat with us on our website. A trained Coffee Specialist will be happy to assist you.
   

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• Aeroccino Troubleshooting: Milk froth is of low quality

  Optimal milk condition: 1.5 % fat content, stored cool, package should be open max. 2 days.
   
  Please note that 50 % milk froth, 50 % warm milk is normal.
   
  If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact Nespresso directly via our toll free number 800-852-3525 or live chat with us on our website. A trained Coffee Specialist will be happy to assist you.

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• Aeroccino Troubleshooting: Why is my Aeroccino overflowing?

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

  Should you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact Nespresso directly via our toll free number 800-852-3525 or live chat with us on our website. A trained Coffee Specialist will be happy to assist you.

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• How should I maintain my Aeroccino?

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

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

  3. Use a damp cloth to clean the Aeroccino. Don't place it in the dishwasher.
  Start the cleaning procedure (refer to user manual for description of procedure).
  Repeat the procedure if needed.

  If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact Nespresso directly via our toll free number 800-852-3525 or live chat with us on our website. A trained Coffee Specialist will be happy to assist you. 

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• Where can I purchase a descaling kit?

  Descaling kits retail at SGD 26 (for a set of 2 packets) and they can be purchased directly from our boutiques, on the Nespresso website or via our toll-free hotline 800 852 3525.

  Our Nespresso boutiques are located at the following locations:

  Takashimaya Department Store
  Basement 1, Household Department
  Singapore 238873
  Opening hours: 10am – 930pm

  Nespresso Boutique in ION Mall
  ION Orchard
  #01-14
  Singapore 238801
  Opening hours: 11am to 9pm

  Nespresso Boutique in Raffles City
  Raffles City Shopping Centre, #01-16
  (along North Bridge Road, facing CHIJMES)
  Singapore 179103
  Opening hours: 1030am - 830pm

  Nespresso Boutique in VivoCity
  VivoCity, Level 1 Unit 204-206
  Singapore 098585
  Opening hours: 11am to 9pm

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• Aeroccino Troubleshooting: Milk froth is not hot enough

  Please note that the Aeroccino is designed to warm the milk froth to the temperature of 60 to 70 degrees only for optimal froth results.
   
  If you require further support for your Aeroccino, or any other machine related matters (including warranty claims), please contact Nespresso directly via our toll free number 800-852-3525 or live chat with us on our website. A trained Coffee Specialist will be happy to assist you.

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• How do I clean the Aeroccino?

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

  Please feel free to visit the Nespresso Assistance video page, where we provide a step-by-step Nespresso Assistance Service guide to clean the Aeroccino.

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• Trouble pairing your machine to the mobile application?

  Please follow the following steps:

  1. Login on the website www.nespresso.com <http://www.nespresso.com/> and delete all the machines available from My account > My Machines

  2. Complete a factory reset from the machine or the Nespresso app, (unplug your machine for 10 seconds and plug it back in again)

  3. Unplug your machine for 10 seconds and plug it back

  4. Go to your phone’s Bluetooth settings and un-pair the machine if still present. How to do it in iOS and in Android

  iOS       : Click here  
  Android : Click here

  5. Reboot your phone

  6. Uninstall the Nespresso application from the phone and reinstall it from the App Store or Play Store

  7. Start from scratch the pairing procedure

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• How do I find my machine serial number?

  As there are various serial numbers on the box and at the base of the Nespresso machine, the Nespresso serial number which consists of 19 alphanumeric characters can be located in one of the following places:

  - On the Drip Tray, printed on a removable sticker;
  - At the base of the machine, printed on a removable sticker; or
  - On the original box the machine arrived in.

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• How can I submit a sponsorship request?

  If you would like to collaborate with Nespresso, you can contact us directly within Singapore at 800-852-3525 or live chat with us to provide information regarding the project. We will contact you if we are interested.

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• What is Nespresso Welcome Offer?

  Nespresso Welcome Offer is a one-time offer (within the first 3 orders) for new members who join Nespresso & You. Choose from 3 specially curated packs of 100 capsules: Our All-Time Favourites, Travel Around the World and Moments of the Day Welcome Offer Assortment to start your ultimate coffee experience with Nespresso and receive a complimentary gift* - a set of 2 VIEW Cappuccino Cups or a VIEW Bonbonnière Coffee Capsule Dispenser. Select your gift at the Shopping Bag after checkout when you purchase one of the selected coffee assortment. No promotion code is required for this offer. *Terms and conditions apply.

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• Does Nespresso offer Fair Trade coffee?

  At Nespresso, we believe that each cup of coffee can not only deliver a moment of pleasure, but also restore, replenish and revive environmental resources and communities. The Positive Cup’s overall vision is to create a cup of coffee that has a positive impact on the world.

  As a company, sustainability is our way of doing business and is at the heart of everything we do. We understand and respect the responsibility that Nespresso has in creating a sustainable coffee economy and embed our best practice sustainability principles throughout our value chain, from the coffee cherry to the cup.

  The Positive Cup program incorporates ambitious goals in the areas of coffee sourcing and social welfare; aluminium sourcing, use and disposal and resilience to climate change.

  Specifically, by 2020 Nespresso commits to:
  - 100% sustainably sourced coffee
  - 100% sustainably managed aluminium
  - 100% carbon insetting

  For more information, please visit http://www.nespresso.com/positive/sg/en.

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• How do I get recycling bags?

  You can recycle your used Nespresso capsules using any bag you have available at home.

  Recycling bags can also be requested for free under the Accessories section or at the shopping bag page when you checkout on our website or app. They are also available at our boutiques.

  You can then return this bag at any Recycling Point or through our Recycle@Home initiative.

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• How does Nespresso recycle the capsules?

  Nespresso has established a robust recycling network to collect used coffee capsules in Singapore since 2012. The used capsules are sent to their local partner, A1 Environment, where the aluminum is separated from the used coffee grounds. After which, they are given a second life. Used coffee grounds are donated to local partners (Target15, local community gardens and farms) where they are used to create compost for gardens, growing vegetables and tree planting. Aluminum is infinitely recyclable and can be reused to create new aluminum products and second life items, like chopsticks, and even bicycle frames like the Velosophy bike. 

  You can learn more about Nespresso’s sustainability journey here:

  Nespresso Sustainability | Recycle, Reuse & Reduce | Nespresso™ SG

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• Can I recycle my capsules using a different bag than the Nespresso Recycling Bag?

  Yes. You can recycle your used Nespresso capsules using any plastic bag you have available at home. You can then return this bag at any Recycling Point or through our Recycle@Home initiative.

  If you own a Recycling bin you can bring it down to our Boutiques and empty your used capsules directly into our recycling bins.

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• How can I recycle my capsules?

  Under the Recycling@Home initiative, you can recycle your used Nespresso capsules using any bag you have available at home.

  Recycling bags can also be requested for free under the Accessories section or at the shopping bag page when you checkout on our website or app. They are also available at our boutiques.

  Fill the recycling bag with your used Nespresso capsules. When the courier delivers your next order to your home, simply pass the recycling bag to the delivery person.

  Alternatively, you can drop off your used Nespresso capsules any Recycling Point .

  Find out about sustainability and recycling in Singapore here.

   

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• Why has Nespresso stopped delivering my coffee in cartons?

  Sustainability is a key part of our brand, and our commitment is to achieve a carbon neutral cup of Nespresso coffee by 2022 through reducing, reusing and recycling. In line with this, we are taking small steps to reduce waste by doing away with the carton boxes. Your coffee will be delivered to you in our Nespresso paper bags.

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• Are my coffee capsules at risk of being dented because they are no longer delivered in a carton?

  We have conducted in-depth testing to ensure that the condition of the capsules are not affected by the removal of the carton. Please be assured that our delivery personnel will continue to handle your coffee with care.

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• When I order a machine, will it be placed inside a sturdy tote box or will it still be delivered in a carton?

  The machine will be delivered to you in its original product box, without placing it into a separate secondary carton. Please be assured that our delivery personnel will continue to handle your machine delivery with care.

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• When I order an accessory, will it be placed inside a sturdy tote box or will it still be delivered in a carton?

  The accessory will be delivered to you in its original product packaging placed inside a tote box, without placing it in a separate secondary carton. Please be assured that our delivery personnel will continue to handle your accessory delivery with care.

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• Nespresso is delivering your products without the carton boxes. Is this a cost-cutting measure?

  Sustainability is a key part of our brand, and our commitment is to achieve a carbon neutral cup of Nespresso coffee by 2022 through reducing, reusing and recycling. In line with this, we are taking small steps to reduce waste by doing away with the carton boxes.

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• Can I return my Nespresso machine for recycling? If so, what will happen to it once I return it?

  Yes, you can pass your Nespresso machine to us for recycling. We work with an electronic waste recovery facility in Singapore, which dismantles and recycles the different parts of our machines, such as the cables, stainless steel and aluminium.

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• I want to recycle my Nespresso machine. Where can I bring it for recycling?

  If you would like to recycle your machine, you can have two options available. You can either pass it to the delivery person on your next Nespresso delivery at home or you can bring it to one of our boutiques and pass it to our Coffee Specialists.

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