Nespresso UK & Ireland’s response to Covid-19
To Our Nespresso Community,
As we all continue to adjust our daily lives during the COVID-19 situation, we want you to know that every decision we make in the coming days will, of course, put your health, and the health of our employees first.
To that note, we are making a number of adjustments to make sure we can continue to meet our commitments to you as we navigate this ongoing situation together:
NESPRESSO RETAIL LOCATIONS:
Following Government and Public Health Authority guidelines, we have taken the decision to temporarily close all of our Nespresso retail locations. We are making sure all of our Nespresso staff are supported and paid during this time. We are still here to listen to any concerns you may have, and your orders can still be placed via our website or via the Nespresso App.
The safety of our employees during this time is a priority. We have asked our employees normally based in our corporate offices across the UK & Ireland to work from home, including our Customer Support team. Like so many of you, they are now trying to balance their professional and personal responsibilities in new and unexpected ways, such as juggling children home from school, while continuing to support you when you need it. This may create longer response times than we want, but we are committed to serving you as best we can.
WHAT'S HAPPENING TO MY FAVOURITE COFFEES?
To protect the health & safety of our employees we have had to adapt our coffee production in our factories based in Switzerland. To make sure we can continue to deliver your favourite coffees we have decided to focus production on a "core range". We hope to be able to offer our full range of coffees soon. Our coffee expertise team have carefully selected alternative but similar coffees for you to try in the meantime.
There is a dedicated group who continue to work in our distribution centres to prepare and ship your online orders. Enhanced hygiene process and adjusted staffing hours have been implemented in all of these locations, but as a consequence our usual speedy delivery service is running at a slightly slower pace. We are working hard to get your orders delivered to you. Unfortunately, this may now take up to 2-4 days. That said, we are happy to offer free delivery to all orders over 100 capsules. Additionally, we are working closely with our delivery service providers to ensure safe contactless doorstep delivery of your orders.
Due to the current circumstances surrounding Covid-19, Nespresso will extend the return of products purchased online or by phone to 30 days. Products must be in an unused and undamaged condition.
Please ensure returns, including order number are addressed to;
Kuehne & Nagel LTD Unit 3, Claudius Way,
Please allow up to 14 days from receipt of your return for your refund to be processed
To protect both employees and customers we have taken the decision to temporarily stop our free loan machine service. We understand that this could be a frustrating change, but we feel this is a necessary step to reduce any risks and ensure we can continue to deliver the service our customers expect from Nespresso.
We will continue to do our very best to support you and hopefully bring some small comfort to your everyday. Thank you in advance for your patience and understanding.
Your Team at Nespresso UK & Ireland