Frequently Asked Questions

Original

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?

  To order professional capsules please click here or contact Nespresso Club on toll free number.

• 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 “Pure Origin” or “Single Origin” coffee mean?

  A pure origin or single origin coffee is made of coffees coming from the same country of origin. At Nespresso, each “pure 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 Grand Cru 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 Grand Crus.

• Are Nespresso capsules just filled with pure coffee?

  The 24 Nespresso Grand Cru 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 Centres 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 Centres.

• 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.

Vertuo

Product Information

• Are there generic compatible capsules for the Vertuo?

  There are no generic capsules for Vertuo as its capsules incorporate new technology and have been specifically designed for the recently launched Vertuo system.

• Why are the Vertuo Espresso capsules priced higher than Original capsules?

  The price of the Nespresso Vertuo reflects the innovative technology and the versatility that the machine offers in brewing multiple Coffee preparations / 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 Vertuo Coffee.

• 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 our Vertuo Espressos, the caffeine content varies between 70-100mg per brewed Espresso. The content for our Vertuo Coffees ranges between 150-180mg of caffeine. The Half-Caffeinato contains 70mg of caffeine.

• How does the Vertuo crema compare to the Original crema?

  The crema is part of the Coffee character and as each Coffee preparation is different, the crema differs between the Coffees. The crema of Original Espresso and Lungo is dense and creamy, while the crema from the Vertuo is richer and more generous.

• Is the Vertuo Coffee the same as an Americano?

  No, Vertuo Coffee range is not similar to the Americano. The new Nespresso Vertuo system produces both authentic Espresso as well as large-cup Coffee with an Espresso style crema. This approach allows the preparation of a large Coffee with a high-quality aromatic profile, combined with a high intensity and body, similar to traditional Espresso Coffees, but with a much longer pour. An Americano is a Coffee-based recipe, consisting in adding hot water on an espresso. In Nespresso Vertuo Coffee range, you will find four Espressos with different intensities and taste profiles to create Americano recipe.

• Do the Vertuo capsules contain BPA?

  There is no BPA in direct contact with the R&G Coffee. While the Nespresso capsule contains a colored coating on the external layer, tests have detected no traces of BPA.

• Do you plan to extend your range of Coffees?

  Nespresso is known for continuous innovation and new product development, continuously seeking to offer our Members new experiences. Today, Vertuo range is comprised of 28 different Coffee however same as the Original Line, we are also launching Limited Edition for Vertuo occasionally but only starting in 2021.

• Is the Coffee grinding process differ from the Original?

  For the Vertuo Coffee we use the same grinding technology as for the Original. With the grinding parameters set by each Vertuo Coffee we can control the flow time, influencing the body and intensity of the product.

• Do the Vertuo capsules contain any allergens or gluten?

  No, Nespresso Coffees do not contain any source of food allergens or gluten.

• Why are the Coffee blends different for Vertuo versus the Original?

  Each blend is specifically created (strict bean selection, expert blending, roasting and grinding) for the best interplay and harmony with the specifically defined brewing parameters produced by the Vertuo machine. As these parameters differ from those of the Original, it makes sense that the blends are different as well.

• Do you plan to produce capsules that do not add so much foam for those who do not want foam?

  Each capsule is designed to uniquely provide the perfect in-cup result, Crema playing a signature role in each blend. The Vertuo system uses Centrifusion technology, gently extracting the Coffee to provide this new innovative product of Large-cup Coffee with crema. Crema, not foam, has traditionally been a feature of Espresso and Nespresso now introduces it to Coffee. The crema acts as vehiculating the aromas from the liquid Coffee above the cup and is the sign of a high-quality Coffee. Folding the crema into the liquid helps lessen the crema while still providing the full Coffee experience.

• How many calories are in each Coffee?

  Nespresso Coffees are very low in calories, with less than 2 calories per cup.

• Can I replace one Coffee capsule with two Espresso capsules?

  It is not recommended using two Espresso capsules in lieu of one Coffee capsule to make a cup of Coffee. Espresso is meant for 40ml and Coffee for 230ml. Two Espresso will deliver 80ml and it is not recommended to over extract Nespresso Coffee. We suggest you try an Americano by adding hot water to your Espresso.

• Are the Vertuo capsules Halal certified?

  Yes. Nespresso Coffee are compliant with the Muslim religious requirements, and are thus Halal certified, respectively

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.

  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 60 minutes later in one of our boutiques (your order has to be picked up the same 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.

Machine Support- Barista

• 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.