Frequently Asked Questions
Account
How can I create an account?
Creating an account is simple:
- Click on Sign in/ Register in the top right corner
- Click on "Create an account"
- Fill in your informationTo create an account on the App:
Click on "My account" at the bottom of the app then "Sign Up". Please enter your personal information, then click on "Create Account" Your account is now created and you can place your order immediately by clicking on "Order".All you need to provide during account creation is your name, phone number, email address, and personl password. You can update password at any time.
How can I change my personal information?
To change personal information, begin by logging in to your account. You can view and change your information by clicking "Account Information". If you wish to change your email address, please contact our customer relation center at 8001166612.
I forgot the passoword, how can I reset?
You can easily reset your password by following these steps:
- Click on Forgot password
- Type in your registered email address
- Follow the instructions sent to your mailbox
- Ensure the password include (10 characters, 1 uppercase, 1 lowercase, 1 number and 1 special character)I can't register online - it says there is a problem with my email address.
You may already be registered with that email address. If you think you may have previously registered, please reset your password.
I can't log in to my Nespresso account.
If you forgot your password, you can create a new one by clicking on reset your password.
How can I change my email address?
If you wish to change the email address associated with your account, please contact our customer relation center at 8001166612.
I have moved countries. Can I transfer my Nespresso account to or from the KSA?
We apologize, but it is not possible to transfer your Nespresso account to or from Saudi Arabia.
Is my data secure?
Yes, Nespresso undertakes all reasonable steps in order not to allow your Data to be seen by third parties, other than those who act for or on behalf of Nespresso and have agreed to treat your Data confidentially and securely.
Access to Data is restricted to those of our employees on a need to know basis and who have been trained to observe strict standards of confidentiality in handling your Data.
You can refer to more details on Privacy Policy.
Order
Where is my order?
Orders are shipped within 2 days in Riyadh and Jeddah, within 3 days in Makkah and Dammam, and within 4 days in the rest of Saudi Arabia.
Please expect an SMS or WhatsApp notification from our delivery partner SMSA.In case you didn't receive any message, kindly ensure you added the correct phone number with 10 digits, to check so, please call us on 8001166612.
How can I track my order?
You will receive the tracking number from our delivery partner SMSA either by SMS or WhatsApp, you can reach out to them directly.
What payment methods does Nespresso accept?
Nespresso accepts various payment methods, inlcuding credit cards, debit cards, ApplePay, Tamara and Tabby.
How much does shipping cost?
Our shipping fee is SR 23 for orders totaling less than SR 150. However, if your order exceeds SR 150, shipping will be free.
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 customers relation center as soon as possible by phone.
However, as soon as your order is confirmed, Nespresso cannot guarantee any changes or cancellations required.
I bought wrong capsules by mistake that don't match my machines system, what shall I do?
Unfortunately we don't accept return or exchange of coffee capsules due to Food Safety.
I received damaged product, what shall I do?
If you are not satisfied with the quality of the products you have received, please contact us via our toll free number 8001166612. 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.
Promotion
What are the current promotions?
Nespresso provides a gift with your first order placed through the app. To redeem this offer, use the code NAPP2025. For more promotional details, please visit the homepage.
I have a promotional code – how do I apply this to my order?
To take advantage of any promotion, you first need to log into your account. If you're using the website, please follow these steps:
1. Go the "Basket" in the top corner.
2. Click "View Basket".
3. Below the order summary, click "Coupon Code".
4. Type in the promo code you have and click "Apply".If you're using the app, follow these steps:
1. Click on the "Basket" tap in the navigation menu.
2. Type the promo code you have below the items in the basket, in the "I have a promo code" field.
3. Click "Apply".Please note that some promo codes are available for a limited time and may expire without prior notice.
Return and Exchange
What is the return and exchange policy?
You have the right to exchange machines and accessories (non food products) within 14 days and refund within 3 days of purchase. Nespresso will only accept products that are returned in perfect condition and in original packaging accompanied by the original invoice. Food items (coffee capsules and Bites/chocolates) are non-exchangeable nor refundable. Our policies do not affect your statutory rights.
I want to return the machine but I lost the box.
We are sorry to hear that you didn't like the machine, and unfortunately original package is required return the machines. Please check our return policy.
How long will it take to be refunded for a returned item/order?
Upon delivering your order, you have 14 days to submit a return request, which might take up to 30 days to be delivered to our warehouse. After Nespresso receive the package and ensure it is in the original condition (unused), Nespresso will refund the amount and it might take up to 14 working days depending on the bank or the card issuer to process the refund.
Product
What does "Master Origins" coffee mean?
Master Origins is a single origin coffee made of coffee 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.
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.
Are Nespresso capsules just filled with pure coffee?
Nespresso coffee 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.
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.
Do all vertuo capsules work on every vertuo machines?
The Carafe (535 ml) cup sizes is only suitable for use in Vertuo NEXT, Vertuo Lattissima and Vertuo Creatista coffee machine and cannot be used in other Vertuo models.
The Alto (355 ml) cup sizes is only suitable for use in Vertuo POP, Vertuo NEXT, Vertuo Lattissima and Vertuo Creatista coffee machine and cannot be used in other Vertuo models.
The rest of capsules' sizes work on all Vertuo models.
How many calories are in each coffee?
Mostly all Original line have 1 cal/serving, including but not limited to: Ethiopia, Colombia, India, Nicaragua, Indonesia, Stockholm Fortissio Lungo, Paris Espresso, Cape Town Envivo Lungo, Vienna Linizio Lungo, Istanbul Espresso, Tokyo Vivalto Lungo, Rio de Janeiro Espresso, Buenos Aires Lungo, Shanghai Lungo, Ispirazione Ristretto Italiano, Ispirazione Ristretto Decaffeinato, Ispirazione Firenze Arpeggio, Ispirazione Firenze Arpeggio Decaffeinato, Arpeggio Extra, Ispirazione Palermo Kazaar, Ispirazione Roma, Ispirazione Napoli, Ispirazione Venezia, Ispirazione Genova Livanto, Caramello, Vaniglia, Cioccolatino, Chiaro, Scuro, Volluto, Volluto Decaffeinato, Cosi and Capriccio.
For Vertuo line, it differ from capsule to another. The following have 1 cal/serving: Ristretto Classico, Ristretto Intenso, Altissio, Altissio Decaffeinato, Diavolitto, Il Caffe, Orafio, Voltesso and Bianco Piccolo for Milk.
On the other hand, the following have 2 cal/serving: Colombia, Mexico, Costa Rica, Ethiopia, Fortado, Fortado Decaffeinato, Arondio, Inizio, Intenso, Stormio, Odacio, Melozio, Half Caffeinato, Solelio, Double Espresso Scuro, Double Espresso Chiaro, Double Espresso Dolce, Bianco Doppio for Milk, Bianco Forte for Milk and Cold Brew Style Intense.
While these have 4 cal/serving: Rich Chocolate, Golden Caramel, Roasted Hazelnut and Sweet Vanilla.What is the caffeine content in the coffee?
The amount of caffeine in a capsule depends on the varieties of coffee used in the recipe. The Robusta origin contains an average of 2.4% whereas the Arabica origins contain approximately 1.3% of caffeine. Decaffeinated capsules contain less than 0.1% of caffeine.
The original 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.
Do Nespresso capsules contain any allergens or gluten?
Nespresso capsules do not contain common food allergens, including dairy, gluten, nuts, soy, and eggs.
References to "malt", "milk", or "cocoa" notes are components of the aromatic profile and do not suggest their presence in the coffee.Why bite not available in website/app?
Nespresso prioritizes the quality of its products, and to ensure that they are delivered in optimal condition, we do not deliver bites and chocolate.
Why coffee prices are different?
Nespresso capsules are designed to offer consistent quality, taste, and freshness. Thats related to many factors: superior coffee beans, expert blending and roasting, precision grinding, sustainability efforts and variety and innovation.
Machine Support
Do I need to descale/clean my machine?
To ensure the quality of the coffee and the longevity of your machine, we recommend regular clearning with water. Please follow the instructions in the Machine Assistance page to help you clean your machine. If you machine is Vertuo and it is blinking in red, please contact the customer relation center.
How do I register my Nespresso machine to validate it's warranty?
You can register with Nespresso or log in to your account. Then click on Register Machine to register your machine. You might be eligible for the welcome offer where you get two sleeves for free when buying three.
How can I order a spare part for my Nespresso machine?
You can find spare parts for each machine in Spare Parts page. If you cannot find the part you are looking for, please contact us for assistance.
My machine is not working properly. How can I get it repaired?
Take a look at the Machine Assistance page to find the first helpful troubleshooting tips. If these steps do not improve the situation, we advise you to contact our technical support directly on free phone number 8001166612.
If a repair is necessary, we can organize a pickup by the post office. In this case, parcel carrier will pick up the machine from your home on the requested date, and after the repair it will come back the same way. During the two-year warranty, this service is of course free of charge for you.
What should I do when I have received my machine back from repair?
Upon receiving your machine, it is important to perform a First Use procedure to get the best quality of your coffee.
Can I change my machine?
We offer a service for trade-in where if your machine exceeded 5 years of use, you can trade it in our boutiques with up to 50% off.
How do I clean my Aeroccino (milk frother)?
To help you clean your Aeroccino please check the Machine Assistance page for Aeroccino 3 and Aerocccino 4.
What do I do if Aeroccino (milk frother) is not working?
If your Aeroccino (milk frother) is not working or you are experiencing problems with it, simply visit Machine Assistance page and choose whether it is Aeroccino 3 or Aerccino 4 and find everything you need to know. Please note: for perfect foam, use full fat milk or low fat milk (approximately 4°C).
You can use soy, almond or oat drink for your milk preparations, but for better froth it is advised to use whole milk, barista or cappuccino milk.
Sustainability
Are Nespresso capsules recycable?
All Nespresso coffee capsules are fully recycled. Using a custom-made separation machine developed by Nespresso, we are able to separate the aluminium and coffee grounds. The aluminium is reused to create new aluminium products. The leftover coffee grounds treated to use as soil for local landscaping projects.
How can I recycle my capsules?
To join Nespresso in recycling for a sustainable environment, you can fill your recycling bag that is delivered with every order and then hand it over to the nearest Nespresso store on your next visit.
What happens to my used capsules after I have returned them?
After you have returned your capsules in your nearest boutique, they are sent to our recycling partner, where the coffee is removed from the aluminium. The aluminium is smelted and recycled into new products. The coffee is used to create renewable energy and soil improver.
Where can I find more information about Nespresso's Sustainability commitments?
To learn more about Nespresso recycling and sustainability, please visit our recycling page.
