Frequently Asked Questions

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.

• How can I order professional capsules?

  Contact Nespresso Club on toll free number 0535111900.

• 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 Origin” coffee mean?

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

  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 coffees.

• Are Nespresso capsules just filled with pure coffee?

  The Nespresso coffee capsules 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 centers of Orbe and Avenches. The coffee capsules are then shipped worldwide from the Avenches site.

• Where can I buy Nespresso products?

  You can buy Nespresso products on our online 24/7 ordering platform www.buynespresso.com, in our Nespresso boutiques, or by phone via one of our Customer Relationship centers.

• 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 centers, 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 two business days; maintenance service with free machine pick-up and free machine loan; guidance on the finest points of coffee tasting; “Limited Edition” Grand Crus; an exclusive selection of coffee accessories.

Orders & order follow up

• What are the different payment methods?

  - Cash on delivery

• 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 on 0535111900.

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

• 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.

• Would you like to pick up your parcel at a location of your choice?

  Our service Boutique Pick Up:

  Order your coffee online and pick up your parcel the next day

• 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.

Product Issue

• 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.

Online Support

• 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.

Machine Support

• 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.

• My machine has little or no coffee flow?

  If there is no coffee flow, please check that: The main supply cord is not trapped between the water tank and the machine. The water tank is sufficiently full and correctly positioned. Your machine is turned ON (lights ON) If there is low coffee flow, it means you may need to descale your machine.

Machine Support - Expert

• 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.