Frequently Asked Questions

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Product Information

• What is the shelf life of the Nespresso capsules?

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

• Why are the Limited Editions no longer available?

  We are pleased to know that you have been seduced by our Limited Editions. These exclusive flavours are, however, now sold-out. Again and again we come across unique coffee flavours in our search for perfection and unique taste experiences. We can only offer these creations for limited period as the raw materials are only available in small quantities. We thank you for your kind understanding.

  You can already looking forward to further Limited Editions. These will be launched respectively in spring and autumn. We will create Variations this year as well – you will be well surprised.

• What does “Master Origins” coffee mean?

  Master Origins is a single origin coffee made of coffee coming from the same country of origin. At Nespresso, each “Master origin” is exclusively and genuinely composed (100%) of coffees coming from a single country of origin and even limited regions that offer unique profiles. We perform rigorous sampling and testing to ensure that we have only 100% pure origins.

• What is so special about the highest quality coffee that Nespresso uses?

  Nespresso is committed to offering its consumers only the finest gourmet coffees. Only the top 1% to 2% of the world’s green coffee crop meets Nespresso specific taste and aroma profiles. Throughout the year, Nespresso green coffee experts and their green coffee supply partners ensure these highest quality standards by actively seeking out such coffees cultivated in farming communities in the world premium coffee-producing areas. These are often remote regions, where a combination of altitude, climate and rich soil produce the distinctive flavors, aromas and complex character that make up Nespresso coffee.

  Nespresso coffee experts look for only the finest beans with a particular taste and specific aromatic characteristics, to create the Nespresso coffee. Each coffee is evaluated through tasting to ensure that the coffee meets the Nespresso quality standards and matches the exact aroma profiles.

• What is the caffeine content in the coffee?

  The amount of caffeine in a capsule depends on the varieties of green coffee used in the recipe. The Robusta origin contains an average of 2.4% whereas the Arabica origins contain approximately 1.3% of caffeine. Decaffeinated capsules contain less than 0.1% of caffeine. The classic Nespresso capsules contain approx 5g of ground coffee whereas the Lungo capsules contain approx 6g of ground coffee. 

  Example: a pure Arabica coffee in a classic Nespresso capsule (5g) containing 5g x 1.3% = 0.065g= 65 milligrams (mg) of caffeine.

  Below are examples or average caffeine contents according to the type of coffee preparation (values are based on UK Food Standards Agency):

  Cup of filter coffee: 75mg

  Mug of instant coffee: 100 mg

  Tea cup: 50mg

  Standard cola drink: up to 40mg

  Standard energy drink: 80 mg

  Dark chocolate bar: up to 50mg

• Are Nespresso capsules just filled with pure coffee?

  Nespresso coffee contain only pure coffee, sourced from the finest 1-2% of the world’s coffee production. That’s why no additives of any kind are used or needed. The quality and consistency of our coffee in the cup and its exquisite crema are the result of the highest quality coffee, the way we manage the quality during the whole production process and the unique Nespresso system – the interaction of the original Nespresso aluminum capsule and the genuine Nespresso machine.

• Where are the coffees used in the capsules sourced from?

  The coffees used by Nespresso are sourced primarily from nine countries: Brazil, Colombia, Costa Rica, Guatemala, Mexico, Nicaragua, Kenya, Ethiopia and India.

• Where are the coffee capsules produced?

  All the coffee capsules are produced in Switzerland, in the Nespresso Production Centres of Orbe ,Avenches and Romont. The coffee capsules are then shipped worldwide from the Avenches site.

• Where can I buy Nespresso products?

  You can buy Nespresso products(B2C, B2B) on our online 24/7 ordering platform sa.buynespresso.com, in our Nespresso boutiques, or by phone via one of our Customer Relationship Centers, 8001166612 for B2C and 8002440239 for B2B.

• Why is Nespresso coffee not available in stores/supermarkets?

  Our Unique Business Model enables us to manage quality at every stage of the value chain and to maintain direct consumer relationships. We believe this allows us to best anticipate and respond to consumer expectations. We know that Nespresso Club Members value the individual treatment they experience at Nespresso – whether it is through the 24/7 service of the Nespresso online boutique, the Nespresso Customer Relationship Centres, or the face-to-face contact in our retail network of boutiques.

Nespresso Club

• What is the Nespresso Club?

  Nespresso offers specific services to consumers who wish to enter what is called the Nespresso Club. A customer who has chosen to join the Nespresso Club is called a Club Member. The Nespresso Club services include: delivery of capsules and coffee accessories to your address of choice within 3 – 5 business days; maintenance service with free machine pick-up ,guidance on the finest points of coffee tasting; “Limited Edition” and exclusive selection of coffee accessories.

  You can call our customer relation center for more information and to place orders on 8002440239

Vertuo

• What is the main difference between Nespresso Vertuo and Nespresso Original?

  The Nespresso Vertuo and Nespresso Original machines use different technologies. The Original line is designed for Espresso lovers while the Vertuo line leans to those who like coffee in a big cup or mug but also wish to complete their experience with different sizes like Gran Lungo or Double Espresso.

• What do the two line have in common?

  The will to obtain the best quality of coffee in every cup.

• What is Centrifusion?

  Centrifusion is a new technology developed by Nespresso Experts for more than 10 years. They wanted to recreate the quality of an Espresso in a bigger cup.

  This unique extraction process allies a long infusion of the coffee to the centrifugal force and allows you to realize a perfect coffee from the higher quality in a bigger size. 

• Is it possible to use Nespresso Original capsules in a Nespresso Vertuo machine?

  No, it is not possible to use Nespresso Original capsules in a Nespresso Vertuo machine. They are designed for Vertuo capsules only.

• What is Vertuo?

  The Vertuo range is a totally new spin on coffee, with an all-new design for the ultimate coffee brewing experience. Offering freshly brewed large cups of coffee with crema, as well as delicious, authentic espresso, the Vertuo machine range makes five cup sizes at the touch of a button: Alto (414ml), Mug (230ml), Gran Lungo (150ml), Double Espresso(80ml), and Espresso (40ml).

• What are the barcodes on Vertuo capsules for?

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

• Why is the Vertuo crema so dense?

  Vertuo is the first single-serve system to brew large-cup coffee with crema, as crema has traditionally been a feature of the espresso extraction method.

  Crema is a naturally formed foam of coffee and air, produced during the extraction process. It is a sign of ultimate coffee quality, enhancing the tasting pleasure. The crema protects coffee aromas, sealing them in the cup until they are released as you enjoy your coffee. The crema allows you to benefit from the full aromatic profile.

  Vertuo crema can be thicker compared to crema on Original coffee blends, due to its unique Centrifusion system.

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

  The versatility that the machine offers in brewing multiple coffee preparations and varieties with the same, high quality in cup result.

  The sophisticated Vertuo capsules incorporate new technology, including a bar code on each capsule, which facilitates a product intelligent extraction system, allowing the machine to recognize each expertly developed coffee.

• 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 30 permanent blends and 5 extraction sizes available, we are confident you will be able to find a Vertuo coffee to suit your perfect coffee moment.

• What is the Reverso?

  Unique to Vertuo, Reverso is a new way of enjoying your coffee with milk.

  Pour some cold milk (80ml) into your coffee cup or mug, extract the coffee on top, then stir to ensure a smooth and luxurious coffee with crema. We recommend the Vertuo range of Gran Lungo or Mug capsules for this recipe.

• How much caffeine do the Vertuo capsules contain?

  The amount of caffeine is different for each coffee and depends on two factors: the proportion of Robusta in the blend (Robusta contains twice as much caffeine as Arabica), and the quantity of ground coffee used to prepare the cup. For Vertuo, caffeine per cup ranges from 60 to 150 mg for Espresso, from 120 to 200 mg for Gran Lungo sizes, from 130 to 200 mg for Mug and Alto size, from 90mg for Half caffeinato and from 4-12mg for Decaffeinato capsules.

• Why is there no integrated milk solution?

  It is possible to buy the Aeroccino 3 or Aeroccino 4 alongside the Vertuo machine to create the ultimate milk froth experience.

• Why does the coffee extraction take so long?

  The Nespresso Vertuo technology requires a 5-phase extraction process to achieve a perfect result in the cup.

  The warm-up time only takes less than a minute, making the total preparation time faster than the average standards. Especially the infusion needs extra time to dissolve coffee compounds for optimal extraction.

  Every delicacy needs time!

• I can no longer find a Vertuo coffee.

  Nespresso stands for innovation and diverse coffee enjoyment. To ensure that no coffee wishes of our customers remain unfulfilled, our coffee experts regularly develop new varieties and set new trends.

  In order to complement the range in a meaningful way, it is sometimes necessary for us to say goodbye to a coffee or to reposition it elsewhere in the range.

• Do you need help with your selection?

  Our coffee specialists are available for you every day and will be happy to advise you.

• What is Carafe Pour-Over Style?

  Nespresso has long been known for its single-serve coffee machines that produce exceptional coffee at the touch of a button. With Carafe Pour-Over Style, you can brew an entire -535ml pot of high-quality coffee with just one capsule.

   The wholesome roast blend of Peruvian and Colombian Arabicas was inspired by the hand filter method and convinces with a new and unique taste profile.

  The Carafe Pour-Over Style is not just a coffee, it is a new Nespresso coffee ritual. Combined with the VERTUO Carafe Accessory Set, you'll experience smoky roasted notes hidden beneath the subtle crown of this coffee's crema.

• Can the Carafe Pour-Over Style capsules be used in all Nespresso VERTUO coffee machines?

  The Carafe Pour-Over Style capsule is only suitable for use in a Vertuo NEXT coffee machine and cannot be used in other Vertuo models.

• Why do I need the Carafe to prepare the VERTUO Pour-Over Style coffee?

  The Carafe accessory set was designed especially for this coffee and fits exactly under the VERTUO NEXT machine. The carafe not only holds the entire amount of coffee, but has also been designed to guarantee the best drinking experience. The double-walled glass retains heat, the drip-free spout and silicone handle make serving easy and the stirring rod allows gentle stirring before enjoying the coffee.

  The coffee Carafe Pour-Over Style tastes very watery.

  Please use the spoon that comes with the carafe to stir the coffee again. Stirring ensures that the heart of the coffee opens up and you get a mildly roasty, filter-like taste experience.

MACHINE SUPPORT

• How can I order a spare part for my machine?

  To order a spare part for your machine, please contact us by phone at our free phone number 8001166612. One of our Coffee Specialists will check with you in order to send you the correct part by post in the best delay.

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

  Use this link to find the first helpful troubleshooting tips.

  If these steps do not improve the situation, we advise you to contact our technical support directly on free phone number 8001166612.

  We can use our video chat to perform an accurate diagnosis and find a solution together.

  If a repair is necessary, we can organize a pickup by the post office. In this case, parcel carrier will pick up the machine from your home on the requested date, and after the repair it will come back the same way.

  During the two-year warranty, this service is of course free of charge for you.

• Where can I find the right descaling kit for my machine?

  You can purchase the descaling kit in our Boutiques, by phone at our toll free number 8001166612 or on our website.

   Check out our videos that will help you to descale easily your machine.

• How do I use and clean my Aeroccino?

  - Use always cold milk, preferably UHT.

  - There are two different whisks for the Aeroccino & Aeroccino+. One for warming milk (hot milk whisk), another for frothing hot and cold milk.

  - Aeroccino 3 has only one whisk. The spring serves to create milk foam and must be removed for heating milk.

  - Take note of the maximum level indication for hot milk and milk foam.

  - Each Aeroccino must be cleaned with a soft, damp cloth after each use to remove all milk residues and prevent it from burning on.

  See  our presentation about how to use the milk foam function .

• Do you wish to get a litmus paper to evaluate the hardness of your water?

  You can find this product in grocery stores or in some pharmacies.

• My machine is out of warranty. What flat rate will be charged for the repair?

  If your machine is outside the two-year warranty period, we offer you a repair. The repair can be organised at a flat rate, which varies for each model. Your machine will be collected and returned to you by our currier. In order to discuss this together and organise a repair, please contact us on the free number 8001166612 - we are there for you from Saturday to Thursday from 8 AM to 10 PM.

• Are the removable parts of the machines (Original and Vertuo) dishwasher safe?

  No, the removable spare parts are not dishwasher safe. They can be washed by hand with mild soap and water.

• Where can I find an instruction manual for my Nespresso machine?

  You will find an overview of all our machines and the operating instructions for them under this link. For immediate assistance, you are also welcome to contact us on the free number 8001166612. In this case, please have your customer number and the serial number of your machine ready.

• Do I need to descale my machine?

  To ensure the quality of the coffee and the longevity of your machine, we recommend regular descaling after one to two months. Please follow the instructions in the operating manual of your machine. The Nespresso descaling kit is suitable for all Nespresso machines. Do you need help descaling your machine? You can check our technical service.

• How do I clean my machine/aeroccino?

  Our Technical Service will assist you with needful. Simply select your model and follow the cleaning instructions.

Orders & order follow up

• What are the different payment methods?

  - Debit card (MADA)

  - Credit (VISA / MASTER )

  - ApplePay

  - GooglePay

  - Tabby

  - Pay by Link (Telr)

• How can I change or cancel my order?

  To meet our delivery deadlines, online orders are processed automatically by our system and immediately transferred to our Logistics Centre. If you wish to cancel or modify your order, we kindly invite you to contact Nespresso Club as soon as possible by phone.

  However, as soon as your order is confirmed, Nespresso cannot guarantee any changes or cancellations required.

• I have moved and would like to change my address, how can I do this?

  To change your postal address, follow these instructions below:

  Click on "Login" on the home page at the top right-hand corner and enter your email address and your password.
  Click on "My account" and then on "My addresses".
  You can then change your address or add another.

• Can I send capsules abroad?

  Nespresso unfortunately does not deliver orders abroad. You should contact the Nespresso Club of the country where you wish to be delivered.

  Please visit www.buynespresso.com, in the upper right corner on the principal page, you will find the icon of a flag. By clicking on this icon all countries where Nespresso is represented will appear. By selecting the country of your choice, you will find all delivery and billing details.

• Where is my delivery?

  You can track your package simply by following these instructions:

  Click on “My Account” then “My Orders”. You will get an overview of the current status of your order.

• I have moved and would like to change my address, how can I do this?

  To change your postal address, follow these instructions below:

  Click on "Login" on the home page at the top right-hand corner and enter your email address and your password.
  Click on "My account" and then on "My addresses".
  You can then change your address or add another.

• I would like to choose a different delivery or billing address for my order, how can I do this?

  You can also change your address when you place an order online. We ask you to choose a billing address then a delivery address: you can change them at any time.

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

  If you are not satisfied with the quality of the products you have received, please contact the Nespresso Club via our toll free number or via our online contact form. So that we can take the necessary steps as soon as possible, please keep the bill and the packaging as the production code printed on the box helps us find the product's batch.

  To help us give you the best possible service, please supply us with as much information as possible regarding damaged or unwanted products.

• What is the return and exchange policy?

  You have the right to exchange machines and accessories (non food products) within 14 days and refund within 3 days of purchase. Nespresso will only accept products that are returned in perfect condition and in original packaging accompanied by the original invoice. Food items (coffee capsules and Bites/chocolates) are non-exchangeable nor refundable. Our policies do not affect your statutory rights.

• Request Password

  The password entered is not correct. To change it, all you need to do is:

  Click on "Login" on the home page in the top right-hand corner of the screen and then You’re your password?".

  Enter the email address which you normally use to place your order.

  You will receive a message to the email address you have given that will ask you to click on a link to set a new password.

  If you are unable to change it or if you do not receive the link, please contact our Assistance Service on our toll free number and one of our Coffee Specialists will be happy to help you.

• Moving abroad – How can I carry on drinking Nespresso coffee?

  You are moving for a limited time to another country and would like to open a second account?

  You can select your new country using the flag at the top right so that you can continue to enjoy a fine cup of Nespresso coffee abroad. Then register with a new email address. Please note that one email address cannot be used simultaneously for two countries.

• You are moving to another country and wish to close your Club account?

  Please contact our Club by phone on our toll free number or by e-mail if you wish to close your Nespresso account. Our Coffee Specialists will update your account and advise you what you need to do in order to create your new account.

• Have you recently changed your email address and are now unable to login?

  Your old email address might still be registered in your Nespresso account. To change this, please read more under "How can I change my email address?"

• How can I change my email address?

  To change your email address, all you need to do is:

  Enter your login details (email address and password) under "Login" at the top right-hand corner. Click on "My account" and then "My personal information".

  Click again on "Edit my information". You can then change your email address and your password if you wish.

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

  All machine parts can be ordered by calling the Nespresso Club. They are not available online or at Nespresso Boutiques.

• My machine does not work correctly. How can I get repaired it?

  Please contact our technical assistance service on our toll free number. Our Assistance Service Team will provide troubleshooting for all models of Nespresso machine, using our in-depth knowledge of the technology to diagnose the problem and assist you in finding the best solution. In the case that a repair is required, we can provide following service program:

  - Collection of your machine from your home address.
  - Provision of a loan machine for the duration of repair
  - Comprehensive repair of your machine and a checking of its components.
  - Return of your repaired machine to your home or other address of your choice.
  - A 6-month repair warranty covering any work carried out.

  This service is free of charge during the first-year warranty period. Outside the warranty period, our coffee specialists will be pleased to inform you about our current flat fees.

• How can I use and clean my Aeroccino?

  - Always use cold milk, preferably UHT.
  - There are two different whisks. One for warming milk (hot milk whisk), another for frothing hot and cold milk.
  - Take note of the maximum level indication for hot milk and for milk foam.
  - The Aeroccino must be cleaned with a soft, damp cloth after each use to remove all milk residues and prevent it burning on.

• How I descale my classic machine?

  View online tutorials or contact the Nespresso Club on  8001166612

• Are the Expert machines connected machines?

  Only certain markets's machines are connected to the Nespresso app. The Expert + Expert & Milk machine's connectivity functionalities through Bluetooth® (Google Play™ & Apple Store™) application is currently unavailable in your country. For any questions or to check on local updates, please contact your local Nespresso Club.

• I downloaded the Nespresso App via VPN or in another country. Can I connect my machine?

  Your region does not currently support the app functionalities for Expert machines. Nestlé Nespresso S.A accepts no responsibility or liability for any potential connection to machines via VPN, supported countries, nor the fulfillment of orders via an application that is currently not supported in your country of origin.

• I have moved to another country and my app is no longer working. What should I do?

  The Nespresso Club Member account will still be linked to the country you have left, and therefore so will the app. Please be aware that the following countries do not have the app: South Africa, KSA, UAE, Egypt, Qatar, Kuwait, Turkey, Bahrain, Oman, Ghana, Senegal, Ivory Coast, Morocco, Lebanon, Algeria, Mauritius, Jordan, Russia, Romania, Thailand, Iceland, Indonesia, China, Hong-Kong, Colombia, Malaysia. In case of doubt, please call your local Nespresso Club. You will need to delete the machine from the app or factory reset from the machine. Once in the new country, create a new local Nespresso club member account and pair with this new account.

• What does the 19 bars on my Expert Machine mean?

  All the Nespresso machines are equipped with a 19-bar pressure pump, which provides the power needed to pierce the film of the capsule and release the coffee's 900 or so different aromas. The shape of the Nespresso capsule has been specially designed to ensure that the pressurized water flows evenly through the ground coffee during extraction. The temperature and flow time are also set to ensure that each precious aroma is expressed.

• Are the Barista machines connected machines?

  Only certain markets' machines are connected to the Nespresso app. The Barista machine's connectivity functionalities through Bluetooth® (Google Play™ & Apple Store™) application is currently unavailable in your country. For any questions or to check on local updates, please contact Nespresso.

• I downloaded the Nespresso App via VPN or in another country. Can I connect my machine?

  Your region does not currently support the app functionalities for Barista machines. Nestlé Nespresso S.A accepts no responsibility or liability for any potential connection to machines via VPN, supported countries, nor the fulfillment of orders via an application that is currently not supported in your country of origin.

• I have moved to another country and my app is no longer working. What should I do?

  The Nespresso Club Member account will still be linked to the country you have left, and therefore so will the app. Please be aware that the following countries do not have the app: South Africa, KSA, UAE, Egypt, Qatar, Kuwait, Turkey, Bahrain, Oman, Ghana, Senegal, Ivory Coast, Morocco, Lebanon, Algeria, Mauritius, Jordan, Russia, Romania, Thailand, Iceland, Indonesia, China, Hong-Kong, Colombia, Malaysia. In case of doubt, please call your local Nespresso Club. You will need to delete the machine from the app or factory reset from the machine. Once in the new country, create a new local Nespresso club member account and pair with this new account.

• Can I still prepare recipes without connectivity?

  Yes, you have 13 recipes embedded in the device. You will not be able to add any new recipes on the device without connectivity.