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Welcome to Nespresso United Kingdom

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  • Technical Assistance

    How do I request a copy of my User Manual?

    Downloadable instructions for usage and descaling may be found by viewing the “Machines" section of our website. Click here to select your machine for a link to the appropriate instruction manual.

    Where do I find a descaling kit for my machine?

    Descaling kits can be located by hovering over 'Machines' and selecting 'Les Collections' followed by 'Machine Accessories'. Alternatively, please click here to view the different kits that we offer. These double-dose kits contains 2 sachets of our specially designed descaling solution and is enough to keep your machine free of calcium build-ups for 6 months.

    What do I do if my Machine is Broken?

    Nespresso provides a full, comprehensive service to our customers who are experiencing technical difficulties with their machines.

    Our Assistance Service Team are available Monday to Friday from 8am until 7pm on the free phone number 0800 442 442. We provide troubleshooting for all models of Nespresso machines, using our in-depth knowledge of the technology to diagnose the problem and assist you in finding the best solution for your machine.

    In the case that a repair is required for your machine, Nespresso provides an unparalleled Assistance Service program

    Within the warranty period, if a valid receipt can be provided, this service is free of charge. If you cannot provide a receipt, this same service is still available for a flat fee of £59 for manual machines, and £79 for automatic machines.

    This service provides:

    - Collection of your machine from an address of your choice.
    - Provision of a loan machine for the duration of repair (subject to availability).
    - Comprehensive repair and servicing of your machine.
    - Detailed repair report explaining all work carried out and any parts that have been replaced.
    - Return of your machine directly to you.
    - 6 month repair warranty covering any work carried out.

    In the case where a repair is necessary, we can arrange collection of your machine from any address of your choice, Monday to Friday. To further facilitate the ease of collection of your machine we also provide a choice of time periods allowing you to choose the one best suited to you.

  • Recycling and Ecolaboration

    How do I recycle?

    How to book a Collection on Delivery

    Save your capsules - Place your used capsules in the Nespresso recycling bags and when your bag is filled to the line, seal it securely and book a collection when you place your next order.

    Book a free collection – For telephone orders, please let our Coffee Specialists know at the point of ordering that you would like a collection of used capsules at the same time.

    You can also select the recycling collection online by using the 'Quick Order' option. The collection should be visible on the left hand side of the web page after adding items to your shopping basket. You can also order replacement recycling bags here. If this is not visible, please contact our Coffee Specialists without completing your order so that they may resolve this to your satisfaction. As your internet order would be processed automatically, we will not be able to modify or add to it after completion.

    Collection on delivery - Your Nespresso recycling bag will be collected by our courier when they deliver your order. If your order is being left at your agreed safe collection point, please leave your used capsules here.

    There are also Collection Points in Nespresso Boutiques in Knightsbridge, London, and Selfridges in London, Birmingham and Manchester. Any Club Member can return any amount of their used capsules for recycling, free of charge, whenever the Boutiques are open.

    I can’t find recycling on the website

    Recycling bags and collections should be located when using the 'Quick Order' option. The banners should be visible on the left hand side of the web page after adding items to your shopping basket. You can also order replacement recycling bags here.

    If either of the banners are not visible, please contact our Coffee Specialists on 0800 442 442, without completing your order so that they may resolve this to your satisfaction. As your internet order would be processed automatically, we will not be able to modify or add to it after completion.

    I forgot to add recycling to my order – can you add this on for me?

    The recycling collection does need to be selected when ordering for it to be processed. Our couriers issue a reference number and packaging label for any collections and need to be aware of any items requiring collection prior to receiving the parcel from us. By giving the collection its own packaging label, it can then be easily distributed to our Recycling Centre. As our couriers work with companies other than Nespresso, this referencing process is essential to ensure that this system works smoothly.

    As our internet orders are processed automatically, and batched rapidly, we will be unable to amend any order once it has been placed.

    Nespresso aims to minimise our carbon footprint by collecting capsules when delivering your order, and to make a separate collection would be contradictory to this idea. We would therefore be very grateful if you could keep your collected capsules until you are ready to make your next order. Alternatively we could collect your capsules from another member, if you know somebody who will be ordering soon.

    Of course you can still recycle your capsules using your Local Authority's recycling scheme. To participate in the existing recycling schemes the Local Authorities generally require that the coffee is removed from the capsule before using their aluminum recycling collection points. The coffee which is removed can then be composted.

  • Order and Tracking

    How do I get free delivery?

    Free delivery is an online exclusive offer only available on orders placed via our website. To qualify for free delivery, you must have 200 capsules or more in your basket.

    When you reach the delivery page, you will automatically be offered either free standard delivery, or be charged half price for our Premium Delivery options such as Express Delivery, Saturday Delivery and Nespresso Your Time.

    In addition any order that contains a Nespresso coffee machine will qualify for free standard delivery.

    What is the Welcome Offer and how do I order it?


    Nespresso offer two Welcome Offer packs, exclusively available on your first purchase, which consist of a pre-selected range of Grands Crus. These are specially designed to give Club Members the chance to be introduced to the world of Nespresso and our Grand Cru coffees.

    There are two options available:


    Welcome 150 Offer


    This offer contains a pre-selection of our Grands Crus totalling 150 capsules, allowing you to sample most of the blends to find your favourites.

    Within this pack is the sleek and modern Cube capsule display unit (supplied empty), as a complimentary gift with your purchase.

    The Welcome 150 Offer is priced at £45.10 and includes the Cube as a free gift from Nespresso.

    Welcome 250 Offer

    This Welcome Offer is comprised of a pre-selection of each of our 16 Grands Crus, totalling 250 capsules. This includes a sleeve of ten capsules from each variety, as well as an additional sleeve of our three new Pure Origin Grands Crus and six of our most popular blends. 

    Within the Welcome Offer you can select the elegant Nespresso Discovery Box (supplied empty) - the ideal presentation showcase for storing the sixteen Nespresso Grands Crus and for helping you and your guests to select a blend to enjoy. This classic display case, valued at £26.00, is included free of charge when selected with this Welcome Offer.

    Alternatively you can select the rotating
    Totem display accessory for convenient capsule storage and selection. This compact design is usually available for £30.00 and is complimentary when selected with this offer.

    This Welcome Offer is priced at £75.50 for 250 capsules (the standard price for this selection of capsules) and includes the Nespresso Discovery Box as a free gift from Nespresso.  
     

    What payment methods are available?

    We accept all major credit and debit cards, including Visa, Visa Debit, MasterCard, Maestro and American Express.

    We do not currently use PayPal as a payment method.

    What delivery options are available?

    We provide several options for delivery:

    Standard Delivery: For Mainland UK this takes 2-3 working days, and for Northern Ireland 3 working days. Standard delivery is priced at £4.95. If you order 200 or more capsules online, then Standard Delivery for your order would be free of charge. Orders are usually delivered Monday to Friday. We can also deliver to any address of your choice within the United Kingdom, Republic of Ireland and Channel Islands. However please note that delivery to the Scottish Highlands, Scilly Isles, Isle of Mann and the Channel Islands can take up to 5 working days.

    Express Delivery: For Mainland UK and Northern Ireland customers this is a next working day service (provided orders are placed before 2pm for Mainland UK and 1pm for Northern Ireland). Orders are usually delivered Monday to Friday. This is priced at £9.95, but is reduced to £4.95 when ordering 200 capsules or more online.

    Saturday Delivery: This is available for Mainland UK only, and ensures delivery on the following Saturday (provided orders are placed before 2pm on the Friday before). This is priced at £11.95. If you order 200 or more capsules online then Saturday delivery would be half price.

    Nespresso Your Time: This is available in selected London postcodes. If you are eligible for this delivery option then it will automatically appear within the delivery options when placing your order. We offer two different options within this category:

    Same Day Delivery - This allows you to receive your order the same day (if you place your order prior to the cutoff time for the specific timeslot you have chosen) This delivery option is priced at £13.95, and is half price when ordering 200 capsules or more online.

    Nominated Day Delivery – This allows you to pick both the date and a timeslot for your delivery (providing the order is placed prior to the cutoff time for the specific date and timeslot you have chosen). This delivery option is priced at £11.95, and is half price when ordering 200 capsules or more online.

    Please note that some delivery options are available for certain geographical areas only. We recommend that you click on the ‘Learn More’ button to read the terms and conditions attached to the delivery option you have selected at the point of ordering to ensure that your parcel is delivered within the timeframe you are expecting. This button also gives further information regarding the cutoff times that an order must be placed by in order to receive delivery within the indicated timeframe.

     

    Do I need to sign in before ordering NESPRESSO products on this website?


    Yes, online registration and sign in are necessary to purchase Nespresso products online.

    Please note: Before signing in, you can discover and select products, but you will be asked to sign in before adding them to your shopping bag.

    To sign in, you need to have registered to access the Nespresso Club online and have a valid username and password.

    The personal information you gave when registering will be used by default when ordering products online, but you will have the opportunity to change them during the order process. E.g. delivery address.

    > Learn more about registration, signing in and the online Nespresso Club benefits

    How do I add items to my shopping bag?

    There are several ways to buy capsules, machines or accessories online.

    Either: Go through the coffee, machine or accessory detail pages and discover the full range of Nespresso products and learn more about your chosen item before placing an order.

    - Use the main menu
    - Select an item or use the selection tool
    - Learn more about the item and add it to your shopping bag


    Or: Use “Quick order” for capsules, machines and accessories allowing you to order products in just a few clicks.
    Please note: You will still be able to visit  the details page for any item by clicking on the corresponding photo displayed in the 'Quick Order' list.

    - Click on the “Order” tab in the top right of your screen
    - Click on the corresponding tabs to switch between capsules, machines and accessories.
    - Use the filters or order directly from the lists

    How to place an order once I have filled my shopping bag?

    - Click on the “Shopping bag” icon in the top right corner of your screen

    - Check your order

    - At this point you can still add accessories, capsules or machines, by clicking on the buttons in the bottom left of the page

    - You can change quantities in the corresponding column of the list by using the drop down boxes

    - Remove items from the list by clicking on the “x” at the end of each line

    Ordering online with Nespresso is done in a 4 stage process. The stage you are at is shown by the bar in the top right of the screen. 
    Please note: At any stage of the order process, before the final validation, you can return to previous stages to modify or complete data by clicking on “Back” in the bottom left of the screen.

    How do I complete my delivery information?

    Check and enter your delivery address
    The delivery address displayed by default is the one you used when registering as a member of the Nespresso Club. You have the option to: 

    - Add information for the delivery company, like an entry code, a door or a floor number or an instruction such as “leave with the concierge”.
    - Edit your delivery address, for example if you have moved house
    - Add another delivery address, for example if you go on holiday or want your order to be delivered to your office.


    Select your delivery method
    Different delivery methods may be available to you. Find out about the delivery methods by clicking on the 'Learn more' buttons.

    - Nespresso delivery conditions are constant, regardless of which channel of the Nespresso Club you use to place your order.
    > Learn more about Nespresso Delivery method

    How do I complete my payment details?

    Check and enter your billing address
    Edit your billing address and/or add further billing addresses.

    Select your payment method for this order
    Different payment methods may be available to you. To learn more about the payment methods available, please click on the “Learn more” buttons.
    Please note: Online payments on nespresso.com are secure and have been certified. 

    How do I complete my order?

    Confirm your order
    - Check all of your order details are correct
    - Read and approve the Terms & Conditions and Nespresso Privacy Policy by checking the box

    Please note: You can read the Terms & Conditions and the Nespresso Privacy Policy before beginning the online order process.

    > Learn more about the Nespresso Terms and Condition
    > Learn more about the Nespresso Privacy Policy

    Please note: Once you will have clicked on “Place order”; your order will be final and cannot be recalled or modified online. Please be careful to confirm that the details are correct.

    Please make sure your order has been confirmed online and by receipt of email
    - Do not sign out before the confirmed order screen has been displayed

    Please note: You will receive two confirmation emails following your order:
    1. Acknowledgement of order receipt  – indicating your order number.
    2. Order confirmation – containing the full list of ordered items, delivery and billing addresses, total payment amount and details

    If you do not see the order confirmation screen, and/or you have not received your order confirmation email within 24 hours of ordering online, check whether the order is listed in your account.

    > Learn more about order tracking in your account

    How do I cancel an order?

    If you wish to cancel an internet order, please contact the Nespresso Club with you order reference number immediately. 

    If the order is processed before you contact the Nespresso Club, you can return the items ordered. Please contact the Nespresso Club for our returns policy.

  • Returns

    I want to return Coffee:


    Unfortunately we are not able to accept the return of consumables such as coffee.

    If you believe the product to be faulty, please contact one of our Coffee Specialists on 0800 442 442.

    I want to return an accessory purchased online:

     

    You have the right to return goods that do not suit you within 14 days from receipt of the goods.

    Nespresso will accept the return of goods, in perfect condition, in their original packaging, and accompanied by the original invoice. Nespresso will reimburse you the price paid for the returned goods and the invoiced delivery charges (if applicable) within a maximum of 30 days after receipt of the returned goods. The return postage will be at your own charge. Our returns address is below:

    FAO Nespresso Account
    POS Direct Ltd
    Unit E
    99 Boston Road
    Gorse Hill Industrial Estate
    Beaumont Leys
    Leicester
    LE4 1AW


    If you believe the product to be faulty, please contact one of our Coffee Specialists on 0800 442 442.

     

    I want to return a Machine:

    If your machine was purchased online, and has not been opened or used, please feel free to return it to us. Please include the original invoice to ensure that we can process a refund efficiently. Please allow up to 30 days for a refund to be actioned once the machine has been received at our warehouse. To arrange a return of a machine, please contact us on 0800 442 442.

    If a machine was purchased from Nespresso online or via telephone, then this cannot be returned to a Boutique, and must instead be returned to us via the instructions above.

    Please note that machines purchased in a Boutique or Nespresso stockist, must be returned to the original store of purchase in line with that store’s own returns policy. Nespresso is unable to give refunds for machines purchased from anywhere other than Nespresso directly.

     

    Do you have a technical problem with your machine? If so, please click here to go to find out about our Assistance Service. 

  • Website Assistance

    704-1 Error Code

    To resolve this issue, please reset your password using this link.

    When you have reached the reset password page, please enter your email address in the space provided. You will need to use the email address which is registered to your Nespresso Club account in order for this link to be sent successfully.

    We will send you an email containing a link, which you can then use to log in on our website. The link should arrive within 24 hours and will remain valid for 5 days from receipt. Please note this link may arrive in your junk mail folder, and we would therefore recommend that you check this folder, should the link not arrive to your general inbox.

    If the problem persists, please do not hesitate to contact one of our Coffee Specialists on 0800 442 442.

    I can’t register online – it says there is a problem with my email address


    This message can appear in three different cases:

    1.) You may already be registered with that email address. If you think you may have previously registered, please click here to reset your password.

    2.) Is your email address linked to a Club account in a different country? If so, you will need to either request this be removed from the foreign Club account, or alternatively, use a different email address in the UK.

    3.) There may be a typing error in the information provided, making it different to the information on your account. Double check the spelling of the information, and that there is a space in the postcode.

    If the problem persists, please do not hesitate to contact one of our Coffee Specialists on 0800 442 442.

    Forgotten password – with link, and extra info


    To reset your password, please follow this reset password link.

    When you have reached the reset password page, please enter your email address in the space provided. You will need to use the email address which is registered to your Nespresso Club account in order for this link to be sent successfully.

    We will send you an email containing a link, which you can then use to log in on our website. The link should arrive within 24 hours and will remain valid for 5 days from receipt. Please note this link may arrive in your junk mail folder, and we would therefore recommend that you check this folder, should the link not arrive to your general inbox.

  • Coffee Contents

    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 approx. 1.3% of caffeine. Decaf 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 Safety Authorities 2001):

    Cup of filter coffee: 75mg Mug of instant coffee: 100 mg Tea cup: 50mg Standard cola drink: up to 40mg Standard energetic drink: 80 mg Black chocolate bar: up to 50mg (Milk chocolate. 25mg).


    Does the Coffee contain Shellac or Bishphenol A?

    We can confirm that the inner layer of the capsules do not contain Bisphenol A (BPA) or Shellac

  • Contact Information

    Our Customer Relationship Centre is open 24 hours a day, 7 days a week for queries and orders. To contact a Coffee Specialist, please use the free phone number 0800 442 442.

    Our Assistance Service for technical advice is open Monday to Friday, 8am to 7pm, and can also be contacted using the free phone number above.

    Please click here to view our Contact Us Page.

    Please find below a list of our Boutiques and their opening hours.

    London Boutiques

    Lower Ground Floor, Selfridges,
    400 Oxford Street,
    London,
    W1A 2LR

    Opening Hours
    Monday-Wednesday 9.30am-8pm
    Thursday-Saturday 9.30am-9pm
    Sunday 12pm-6pm

    Manchester Boutique

    Selfridges
    The Dome
    The Trafford Centre
    Manchester
    M17 8DA

    Opening Hours
    Monday-Friday 10am-10pm
    Saturday 10am-9pm
    Sunday 12pm-6pm

    Birmingham Boutique

    Selfridges
    Upper Mall East
    Bullring
    Birmingham
    B5 4BP

    Opening Hours
    Monday-Friday 10am-8pm
    Saturday 9am-8pm
    Sunday 11am-5pm

    Dublin Boutique

    3rd Floor, Brown Thomas,
    88-95 Grafton Street,
    Dublin 2,
    Ireland

    Opening Hours
    Monday-Wednesday, and Friday 9.30am-8pm
    Thursday 9am-9pm
    Saturday 9am-7pm
    Sunday 10am-7pm

    Cork Boutique

    Brown Thomas Cork,
    18-21 Patrick Street,
    Cork,
    Ireland Opening Hours
    Monday, Wednesday, and Saturday 9am-7pm
    Tuesday 9.30am-7pm
    Thursday 9am-8pm
    Friday 9am-9pm
    Sunday 12 noon-6pm

  • Complaints Policy

    We always aim to give excellent customer service to our club members. However, if you are unhappy with the service you have received, this guide tells you how we will deal with your complaint.

    Stage 1: By Phone

    In the first instance we ask that you call us to discuss your issue on our free phone number.
    UK: 0800 442442
    ROI: 1800 812660
    The Coffee Specialist will take the details of your complaint and will make every effort to investigate and resolve the issue. We hope that we will be able to resolve your complaint for you at this stage.

    If the coffee specialist is unable to resolve your complaint they will escalate the issue to their Team Leader. A Team Leader will contact you within 24 hours of your original call.

    Stage 2: By Letter or E-mail

    If you have already been through Stage 1 and we were unable to resolve the matter for you, we ask that you write to us at the following address:

    Customer Care Team
    Nespresso UK LTD
    Nestle House
    Haxby Road
    York
    YO91 1XY

    Alternatively you can e-mail us through our website at www.nespresso.com using the contact us page.

    Please include as much information as possible within your correspondence to help us provide a full response. We may call you if we require further information at this stage. We will aim to provide you with a full written response within 8-10 working days of receiving your correspondence.

    Final Stage: Case Review

    If after Stage 2 you still believe your complaint is unresolved you can request that your case is reviewed by our Customer Relations Management Team.

    Please note that we cannot review any cases that have not been through Stage 2. During this final stage a final response will be provided to you within 15 working days.

    You can also get independent advice from your local Citizens’ Advice Bureau or Trading Standards office – please contact then directly. We are always happy to work with these independent organisations, however, please come to us first as most problems can be resolved more quickly this way. This does not affect your statutory rights.

  • Gift Cards

    To view our Gift Card mini-site, containing our Terms and Conditions and frequently asked questions, please click here.