FAQ for online order

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TOP 5 FAQ

  • How can I learn about Nespresso promotions?

    We have a variety of special offers throughout the year, exclusively for Nespresso Club Members. The best way to receive special offers is by email and SMS. You may join our mailing list by logging into your account, clicking “Contact Preferences” from the drop-down menu.

    Be sure to add nespresso@emailing.nespresso.com to your safe-senders list to ensure these emails are not blocked or filtered out by spam filters.

    We also invite you to follow Nespresso on Facebook for exciting news, recipes, and offers.

    Nespresso Facebook Page >
    Nespresso TW LINE account >
  • Do you intend on selling in supermarkets, such as PXMART and Costco?

    It is not our intention to begin selling in supermarket chains. Nespresso’s unique business model allows us to guarantee quality at every stage of the value chain, to offer a direct relationship with our Club members as well as a holistic approach to sustainable development from cherry to cup.

  • Nespresso machine repair service

    If you believe your Nespresso machine is defective, please contact the Nespresso Club at 0809 001 886 (toll-free) or by email for technical assistance or instructions on how to proceed with a repair.

    Our trained machine specialists are qualified to carry out a full diagnosis by phone as soon as you call them. If appropriate, they will advise that you opt for the Nespresso Assistance Package, which includes:
    - The collection of your Nespresso machine from your home or an address of your choice (excluding outlying island areas).
    - Repair of your Nespresso machine and a full check of its components, repair duration: 5-7 working days.
    - Return of your Nespresso machine to the same collection address.
    - Repaired parts will be warranted for the unexpired portion of the original warranty or six months, whichever is greater.

  • There is no water coming out of the coffee outlet. What can I do?

    If you press a cup button and no water comes out of the spout, it is possible that the machine has an air bubble which most often occurs when the tank runs empty or after a period of non-use.

    Inissia/ Essenza mini/ CitiZ/ Pixie/ Expert/ Lattissima / Lattissima One/ Maestria / Creatista owners can fill the water tank, eject any capsule in the chamber, close the coffee lever and press the large cup button. The auto-prime function will push the air from the circuit. When water begins to flow through the spout, the air bubble has been released.

    For U and Prodigio machine user, please open and close the slider few times. When water begins to flow through the spout, the air bubble has been released.

    *Please note, we will suggest you to rest your coffee machine for 30 minutes after 5 trials.

    For any further information on your machine, please contact the Nespresso Club at 0809 001 886 (toll-free) or by email.

  • How often should I descale my Nespresso machine?

    In order to keep your Nespresso machine in optimal condition, if you are using Lattissima series or Maestria series coffee machine, please descale your coffee machine once the descaling alert is on. For machine other than these, you are advised to descale your machine every 1 or 1 and half year. The harder the water in the area where you live is, the more often you need to descale your Nespresso machine.

    Water residue and limescale can accumulate within the system. It may not only affect the temperature, flow and quality of your espressos but it may also shorten the life of your machine.

  • How can I get free delivery?

    Benefit all year round from free delivery for an order with 100 capsules, a coffee machine, or NT$ 2,000 spent.

  • How can I learn about Nespresso promotions?

    We have a variety of special offers throughout the year, exclusively for Nespresso Club Members. The best way to receive special offers is by email and SMS. You may join our mailing list by logging into your account, clicking “Contact Preferences” from the drop-down menu.

    Be sure to add nespresso@emailing.nespresso.com to your safe-senders list to ensure these emails are not blocked or filtered out by spam filters.

    We also invite you to follow Nespresso on Facebook for exciting news, recipes, and offers.

    Nespresso Facebook Page >
    Nespresso TW LINE account >
  • How can I use the Promotion Code?

    You may receive Promotion Code when making a purchase. Promotion Code is a 16-digit composed of numbers, characters, and symbols. Please enter it in the “Promotion Code” section on the 1 Step of checkout process and the discount will be automatically added to basket.

    Promotion code input field

  • I would like to choose a order delivery address and a invoice delivery address for my order, how can I do this?

    If you would like to deliver the invoice to the address which is different from order address, please remark it in your billing address.

  • How to apply for new invoice?

    Please contact the Nespresso Club at 0809 001 886 (toll-free) with your member ID or order reference number.

  • Why the price displays differently after login?

    If your deliver address is a company location, Nespresso will regard you as Company account. Therefore, the product list price will be before-tax price. Price will display in tax included in checkout page.

  • What are the payment modes that you offer?

    Nespresso offer 2 payment modes:

    1. Credit card - Nespresso.com uses Secure Sockets Layer (SSL) software. This software is the industry standard and among the best software available today for secure on-line commerce transactions. It encrypts all of your personal information, including credit card number, name and address, so that they cannot be read as the information travels over the Internet. Members can make payment with Taiwan issued Visa, MasterCard or JCB credit card, but not American Express. Cards issued by other countries cannot be accepted. The Company will only send the product ordered by the member after the member makes full payment. If the amount cannot be debited from the credit card designed by the member, or if there is reasonable ground showing that such situation has taken place, the Company has the right to terminate the contractual relationship of the order. The purchase order will not become effective and the Company will send an email to notify the member.

    2. The member may also choose to pay upon delivery. When the product is delivered, the delivery staff cooperating with the Company will immediately receive cash payment from the member.

  • How can I amend or cancel my order?

    If you wish to cancel or amend an internet order, please contact the Nespresso Club at 0809 001 886 (toll-free) with your member ID or order reference number immediately. If the order has been processed and delivered before you contact the Nespresso Club, please contact the Nespresso Club for Nespresso Online Store General Terms and Conditions of Sale

  • What is the delivery schedule?

    Orders made before 4 p.m. can be delivered on the next working day. Orders made after 4 p.m. can be processed on the working day after tomorrow. There's no delivery service on Sunday.

    Delivery to the Outlying Islands of Taiwan: Regions: Taitung County, Ludao Township and Lanyu Township, Penghu County, Kinmen County, Lienchiang County, Pingtung County, Liuqiu Township. For delivery addresses in the outlying islands, delivery time will be 3-7 days. The actual arrival time and delivery-related services depend on delivery location and weather conditions. Speedy delivery shall not apply for these areas, and cash-on-delivery service will be limited depending on delivery area. For details, please contact Nespresso Customer Relationship Center 0809 001 886. Delivery to consignees will not be possible if consignee information is incomplete. In case of earthquake and other natural disaster, public works, or system equipment maintenance and so on, shipping time will be postponed depending on the actual situation.

  • How can I return goods?

    We will, at our discretion, accept returns or exchange of goods (excluding coffee & other consumables) within 7 days from goods receipt only if: (1) the product is damaged before receipt of the same by you, or (2) there is a discrepancy between ordering and delivery, and provided always that (i) such product is still in its original package, and (ii) is accompanied by the relevant original invoice issued within the same country. For food safety requirements, no refund or exchange will be given for consumables (e.g. coffee and sugar)

    For detailed information on Nespresso returns conditions, please visit our Returns policy page.

  • How can I have the receipt for my order?

    We will enclose the invoice with the order or when the person making the order resides at the delivery address.

  • My package has still not arrived. What should I do now?

    If you have been waiting longer than the agreed delivery time period, please contact the Nespresso Club at 0809 001 886 (toll-free) and our Coffee Specialists will be able to assist you.

  • What should I do if my package is damaged?

    If you have received a damaged package, please contact the Nespresso Club at 0809 001 886 (toll-free) and our Coffee Specialists shall provide you with the best possible solution.

If your question is not listed, please contact us by email or call our toll-free number 0809 001 886 (service hour: 08:00 - 22:00).