FAQ

General Information
  • How do I order my Nespresso coffee?

    To guarantee the whole exquisiteness and superior quality of our Grand Cru coffees, we have developed the Nespresso capsule according to an exclusive method. To ensure that our customers receive the capsules in a fresh flawless condition, Nespresso decided to provide for the delivery. Therefore you may not purchase the capsules in retail trade but only at Nespresso Club.

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  • Delivery Charges

    For your orders of capsules and accessories in usual quantities we bill € 3.50.
    In this connection we are pleased to offer you the order possibility on our homepage: Each order of 200 or more capsules will be sent free of charge, even if additional accessories are included.
    The costs for an overnight delivery amount to € 8.50, independently from the ordered quantity. Please be informed that overnight deliveries have to be placed until 3 p.m.

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  • Bank details

    Deutsche Bank AG DüsseldorfKto: 351 55 33 00 BLZ: 300 700 10 IBAN: DE69 3007 0010 0351 5533 00 swift : DEUTDEDD

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

    Yes, the creation of an internet account and log in are required for online ordering. Please note: You can view and select products before your registration. You will be asked in your shopping bag and during your order process to register. To sign up, you need an Internet account that you can register online by clicking the "Register" and so to get your valid user ID and password. Personal information that you provide during the registration are used for online orders and registration process. You can also edit the data (eg delivery address) during the order.

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  • Coffee prices

    The espresso blends are available at a price of € 3.50 per sleeve, the lungo blends at a price of € 3.70 per sleeve. The three "Pure Origin" blends are available at a price of € 3.90  per sleeve. (VAT included)
    The price of the limited varieties which are provided at least two times a year will be communicated to our club members in combination with the mailing.

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Orders & order follow up
  • I have not received my order yet. What shall I do?

    If the delivery period of max. 3 days is exceeded, you have the ability to track the progress of your order online.
    Therefore log in to www.nespresso.com and click the buttons "My Account" and "My Order". If you can´t track of the status of the shipment or need more detailed information, please contact the Nespresso Club on 0800 18 18 444 (toll free). A coffee specialist will assist you and if necessary will cause renewed shipping.

     
     
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  • How to track my online-orders?

    Log in to your account on first www.nespresso.com/de/en Now click on the "My Account". You will see the link to "My Order". Select your current order and see the details of your order. If you have further questions please contact the Nespresso Club on 0800 18 18 444 (toll free) or send us your request via our contact form.

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  • When will I receive my order?

    Orders placed on working days before 3 p.m. are being shipped the same day. They will arrive within two working days.
    In case you have not received your order within this period, please contact Nespresso Club toll-free on 0800 18 18 444.

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  • How can I return goods?

    If you want to return a product to Nespresso, we do offer you an electronic-sending of a return-label via email. Please stick that free of shipping printable label on your package and bring it to the next post-office.You also have the ability to track the shipping. Please contact the Nespresso Club on freephone 0800 1818 444 so that we can provide the necessary information.

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  • I have just placed an order and need to change the delivery address.

    Please contact the Nespresso Club immediately on freephone 0800 18 18 444 and we will arrange the delivery to your alternative address. Please note that this may cause a delivery delay.

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Online Support
  • I would like to place an Online-Order.


    On www.nespresso.com/de/en you can quickly and easily place your order the capsules, accessories and machinery and equipment. If you are not yet a member of the club: First: Go to the page www.nespresso.com. Please note that you select the proper country. The associated button (country flag) is located in the upper right corner. Second: Click on Register and follow the registration steps. Personal Information- Please enter a valid e-mail address that you use for your registration confirmation and the future of your online orders.- Then assign a password consisting of at least 6 characters. Do you already have a Nespresso Club membership number?- Select "No, I do not have any Nespresso Club membership number."PLEASE NOTE: For security reasons, the first order can be placed by credit card only. If you require a different payment method, please contact us on 0800 18 18 444 (toll free). My addresses- Please enter your delivery and (if different) billing address in the appropriate fields and confirm your information.- In order to always stay up to date, use our free e-mail service that you (you can unsubscribe at any time) always informed about our latest news. Machine details- We would be happy if you answer some questions related to your Nespresso machine. This helps us to advice in any machine related questions. CONFIRMATION- Once you have completed your information, you will receive a confirmation email to your given email address. This is for your safety.- Please confirm the registration link within 10 days, after this registration link expires and you would need to enter your data again. LOG IN- By clicking on the register link to the e-mail you will automatically be directed to a new browser window.- Please use the Log In button (top of the site) and enter your email address and the corresponding password, then you can place your order. If you have never ordered over the Internet, but already have a customer number:
     
    First: Go to the page www.nespresso.com/de/en
    Please note that you select the proper country. The associated button (country flag) is located in the upper right corner.

    Second: Click on Register and follow the registration stepsPersonal Information- Please enter a valid e-mail address that you use for your registration confirmation and the future of your online orders.- Then assign a password consisting of at least 6 characters. Do you already have a Nespresso Club membership number?
    Please enter your membership number and zip code into the appropriate fields and confirm your details at the end of the page.
     
    Confirm the information and follow the registration steps.
     
    CONFIRMATION- Once you have completed your information, you will receive a confirmation email to your given email address. This is for your safety.- Please confirm the registration link within 10 days, after this registration link expires and you would need to enter your data again. LOG IN- By clicking on the register link to the e-mail you will automatically be directed to a new browser window.- Please use the Log In button (top of the site) and enter your email address and the corresponding password, then you can place your order.

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  • I would like to unsubscribe from Nespresso News via email.

    If you no longer wish to receive emails with information about new products, limited editions and much more, please log in to our website www.nespresso.com with your email address and password. Under "My account" please remove the check mark in the category "Nespresso News" and click "Save".
    If you need assistance or have not set up an online Nespresso account, please notify us via our contact form or by phone and we will make the appropriate settings for you.

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  • Why can I only pay by credit card?

    For security reasons you will be asked for a credit card at the end of your first order. Of course you have the possibility to select different payment modes which have to be activated. Please contact the Nespresso Club under 0800 - 18 18 444 to arrange it individually.

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  • How do I change my personal data and online access?

    In case you would like to change your personal data please log in with your email address and password. Please click on the button “My Account”. Here you can change your "Personal Data" (e-mail address, password and machine information) and "your addresses" (shipping and billing addresses).

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  • Why can I only order in increments of 50?

    For shipping reasons the capsules are sent in units of 50 pieces. That means that the final quantity has to be a multiple of 50 (50, 100, 150, 200 etc.). This is the only possibility for us to guarantee an easy and save way of shipment.
    Of course you can create your own assortment of single sleeves with 10 capsules. Important is the total sum of 50, 100, 150 etc.

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  • Error Code 705

    The error code 705 indicates that the number of ordered capsules is higher than the maximum amount. The maximum amount for an order is 1500 capsules.
    Please check you shopping cart. To continue, please contact the Nespresso Club 0800 18 18 444 (toll free) and nam the error code.

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Machine Support
  • My machine is out of guarantee. Which package price will be charged for the repair?

    If your machine is out of warranty, the machine manufacturer repairs the machine at a fixed rate:
    Krups, De'Longhi, Jura: manual machines 79,90 €Krups, De'Longhi, Jura: automatic machines 93,00 €Siemens SN30/SN50: 93,00 € Siemens SN70/SN911: 109,90 €Saeco: 109,90 €N400/Jura N90: 109,90 €

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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.

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  • Aeroccino - Quirls are not rotating

    Nudge the quirls slightly, it might be that the magnetism stopped for a short time.
    Check the function of the second quirl.
    Please do not hesitate to contact us if the problem still remains.

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  • Aeroccino - Milkfroth is of low quality

    Check type of milk: 1,5 % fat content, stored cool, package should be open max. 2 days.
    Please note that 50 % milk froth, 50 % warm milk is normal.
    Please do not hesitate to contact us if the problem still remains.

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  • Aeroccino - Milkfroth is not hot enough

    Please note that the milkfroth temperature amounts 60 to 70 degrees.
    Please do not hesitate to contact us if the problem still remains.

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  • Aeroccino - not operable

    Aeroccino might be overheated. Please fill it up with cold water or icecubes and wait for 30 minutes.
    Please do not hesitate to contact us if the problem still remains.

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  • Aeroccino - Milk is overflowing

    Max. filling limits have to be considered.
    Milk may contain a high content of protein. We therefore recommend to froth up milk without the lid of the Aeroccino. Please do not hesitate to contact us if the problem still remains.        

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  • CitiZ and CitiZ & Milk: capsule is not perforated

    Please contact our technical service team on free phone 0800 18 18 444.

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  • CitiZ and CitiZ & Milk: Too much water in the drip tray

    Clean the machine everyday as well as emptying the drip tray.
    The pressure during brewing process erupts to the drip tray.
    If an inappropriate capsule or filling quantity has been selected, more water runs into the drip tray.
    Descale the machine.
    Please do not hesitate to contact us if the problem still remains.

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  • CitiZ & Milk: Aeroccino - Milk is overflowing

    Max. filling limits have to be considered.
    Milk may contain a high content of protein. We therefore recommend to froth up milk without the lid of the Aeroccino. Please do not hesitate to contact us if the problem still remains.

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  • CitiZ and CitiZ & Milk: Coffee is not hot enough

    Temperature of coffee should be about 86 degrees. Coffee is generally cooler than e. g. with drip coffee makers. Heat cup, flush machine before making coffee. Check if descaling mode is active (thermo control 70 degrees), leave descaling mode. Descale the machine.
    Please do not hesitate to contact us if the problem still remains.

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  • CitiZ and CitiZ & Milk: Flashing of buttons

    Slow and regular flashing: Machine is heating up.
    Quick and regular flashing: Descaling mode is active, leave descaling mode. Machine is overheated, disconnect the plug for 30 minutes.
    Quick flashing 3 times: electric malfunction.
    Slow alternate flashing: Stand-by mode after 30/60 min.is active, press lungo or espresso button in order to leave the mode.

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  • Lattissima and Lattissima+: Milkfroth is of low quality


    Check type of milk: 1,5 % fat content, stored cool, package should be open max. 2 days. Check if the suction tube is located correctly in the lid of the milk tank. Slider has to be in the correct position for milk froth. Check milk tank and dismantle it in 5 pieces (cleaning by dish washer is recommended). Check if water rinses out through the hot water nozzle, if not: descale the machine. Press the clean button after any foaming process for 12 sec. Remove slider of milk tank and press the clean button in order to rinse out leftovers of milk. Descale the machine (depth descaling: leave the descaling liquid in the machine to soak for 25 min.)
    Please do not hesitate to contact us if the problem still remains.

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  • Lattissima: Milk froth is not hot enough

    Please note: milk is not heated up, just foamed up by steam (Temperature of milk froth: 60 - 70 degrees). Press clean button or hot water button before frothing.
    Please do not hesitate to contact us if the problem still remains.

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  • Lattissima+: Milk froth is not hot enough

    Please note: milk is not heated up, just foamed up by steam (Temperature of milk froth: 57 - 67 degrees). Press clean button or hot water button before frothing.
    Please do not hesitate to contact us if the problem still remains.

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  • Lattissima and Latissima+: leakage underneath the machine

    Check if water has been overrunning while sliding in the tank; filling limit has to be considered. Check if water tank is leaking. Check if residual water tray is full. Do not remove the drip tray when using a bigger glass for LatteMacchiato. Please do not hesitate to contact us if the problem still remains.

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  • Lattissima and Lattissima+: Too much water in the drip tray

    Clean the machine everyday as well as emptying the drip tray.
    If an inappropriate capsule or filling quantity has been selected, more water runs into the drip tray.
    Descale the machine.
    Please do not hesitate to contact us if the problem still remains.

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Brand & Promotions
  • How do I submit the voucher?

    Please send the voucher as well as the original invoice to the following address:
    Nespresso Club
    45105 Essen
    We kindly ask you to consider the closing date. Copies will not be accepted.

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  • Conditions

    When is the offer valid?
    The promotion period varies every time, it is indicated on the voucher. For private customers living in Germany
    How you can take part?
    The closing date has to be considered. The original invoice has to be attached. The serial number of the machine should be indicated. PO address is: Nepsresso Club, 45105 Essen. In case of returning the machine, the credit lapses. The original incoive will be returned within six weeks. Copy of invoices are not accepted
    Further conditions:
    Even if the voucher is refused, the order will be shipped, payment on account. The credit may not be refunded directly. One voucher may be redeemed for one machine- You will find the limitation of vouchers per household on the voucher. The promotion may not be combined with other campaigns.

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  • Refusal of voucher

    The credit request will be refused if:
    - the original invoice is missing (copies, delivery and order confirmations are not accepted!)- the closing date has been exceeded (date of postmark is valid)- the machine has not been purchased during the promotion period- you are working for Nestlé or a related company- the amount of vouchers per household has been exceeded- you are not able to indicate a residence in Germany- the machine comes from a private sale- the purchase price is too low (see conditions of the promotion)- the machine has been won as a price

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  • How long does the processing take?

    The processing time may take max. 6 weeks. Please note that  your order may only dispatched as soon as your documents have been checked. We recommend you to order separately.

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  • Where do I find the serial number?

    The serial number has 19 digits and starts with  08..., 09..., 10..., 11... or 12... depending on the year of production.
    You will find the serial number (according to the machine model) on the drip tray, underneath the machine beneath the barcode and/or on the machine's reverse side on a silver sticker. Mostly there is an additional sticker on the packaging.

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Accounting
  • I've trashed the bill. Where can I get a copy?

    Please  contact the Nespresso Club on freephone 0800 18 18 444 or send us an email via or contact form. Our Coffee Specialists will gladly send you a copy of the invoice.

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Other
  • What is Ecolaboration?

    After introducing our unique and innovative Nespresso AAA Sustainable Quality Programs together with Rainforest Alliance in 2003, we are now taking a further step extending our efforts for sustainability during the entire value creation chain. Therefore we have created the EcolaborationTM Program which is bringing together our different partners. It also makes possible to initiate concrete projects concerning the three pillars of our system: intensification of AAA Sustainable Quality Program regarding coffee, widening the recycling of capsules and improved ecological solutions in creation and production of machines.
    Within this program we will get involved concretely with the following 3 aspects until 2013:
    - 80% of our coffee comes from Nespresso AAA Sustainable Quality Program containing the corresponding certification of Rainforest Alliance
    - A capacity of 75 % for Recycling of used Nespresso Capsules is reached
    - CO2 end result in the cup is reduced by 20 %.
    In case you require more information, we kindly invite you to visit our website under www.nespresso.com/AAA and www.nespresso.com/ecolaboration.

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