Frequently Asked Questions

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Product Information

• 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.

• What is the Return and Exchange policy of Nespresso?

  The return and exchange includes all items except coffee capsules and food items. The item returned or exchanged must be in the original package and unused, the item should be defected. The original invoice must be present in order to proceed with the return, exchange or warranty. Return and exchange should happen within 7 days from the date of purchase. Purchases made by credit card cannot be returned in cash but will be returned to card used in the purchase. Warranty on Coffee machines in 2 years from the date of purchase. Warranty on milk devices (Aeroccino and Barista) is 6 months from the date of purchase.

• How can I order professional capsules?

  To order professional capsules please click here or contact Nespresso Club on toll free number.

• Why are the Limited Editions no longer available?

  We are pleased to know that you have been seduced by our Limited Editions. These exclusive flavors are, however, now sold-out. Again and again we come across unique coffee flavors in our search for perfection and unique taste experiences. We can only offer these creations for limited period as the raw materials are only available in small quantities. We thank you for your kind understanding.

  You can already looking forward to further Limited Editions. These will be launched respectively in spring and autumn. We will create Variations this year as well – you will be well surprised.

• What does “Pure Origin” or “Single Origin” coffee mean?

  A pure origin or single origin coffee is made of coffees coming from the same country of origin. At Nespresso, each “pure 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.

• What is so special about the highest quality coffee that Nespresso uses?

  Nespresso coffee experts look for only the finest beans with a particular taste and specific aromatic characteristics, to create the Nespresso Grand Cru blends. Each coffee is evaluated through tasting to ensure that the coffee meets the Nespresso quality standards and matches the exact aroma profiles.

  Nespresso is committed to offering its consumers only the finest gourmet coffees. Only the top 1% to 2% of the world’s green coffee crop meets Nespresso specific taste and aroma profiles. Throughout the year, Nespresso green coffee experts and their green coffee supply partners ensure these highest quality standards by actively seeking out such coffees cultivated in farming communities in the world premium coffee-producing areas. These are often remote regions, where a combination of altitude, climate and rich soil produce the distinctive flavors, aromas and complex character that make up Nespresso Grand Crus.

• Are Nespresso capsules just filled with pure coffee?

  The 29 Nespresso Grand Cru capsules 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.

• 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.

• Where are the coffee capsules produced?

  All the coffee capsules are produced in Switzerland, in the Nespresso Production Centres of Orbe and Avenches. The coffee capsules are then shipped worldwide from the Avenches site.

• Where can I buy Nespresso products?

  You can buy Nespresso products on our online 24/7 ordering platform www.buynespresso.com, in our Nespresso boutiques, or by phone via one of our Customer Relationship Centres.

• Why is Nespresso coffee not available in stores/supermarkets?

  Our Unique Business Model enables us to manage quality at every stage of the value chain and to maintain direct consumer relationships. We believe this allows us to best anticipate and respond to consumer expectations. We know that Nespresso Club Members value the individual treatment they experience at Nespresso – whether it is through the 24/7 service of the Nespresso online boutique, the Nespresso Customer Relationship Centres, or the face-to-face contact in our retail network of boutiques.

• Does Nespresso offer tea or hot chocolate capsules?

  Unfortunately, Nespresso does not have any tea or hot chocolate related capsules to the Grands Crus selection. We offer Limited Edition and flavour-infused Variation espressos throughout the year.

• How much caffeine is in each Nespresso capsule?

  The amount of caffeine is different for each Grand Cru and depends on two factors: the proportion of Robusta in the blend (Robusta contains twice as much caffeine as Arabica), and the quantity of ground coffee used to prepare the cup.

  The caffeine content for Espressos and Lungos varies between 60-85mg of caffeine.

• How often should I descale my machine?

  Nespresso recommends you descale your machine on a regular basis, every 3 months or every 300 capsules.

  Over time, water used during brewing may cause internal mineral build up, which can affect the flow, temperature and overall performance of your machine.

  Each kit contains two packs of solution good for two cleanings and costs R85.00. Descaling kits are available for purchase online at https://www.buynespresso.com/za_en/accessories/descaling-kit , through the Nespresso Club on 0800 63 777 3 or at any Boutique.

• How many calories are in each Nespresso capsule?

  There are 1260 Kj (300 Kcal) in 100 grams of roasted and ground coffee. Nespresso espresso capsules contain 5.5 grams of coffee on average, whereas the lungos contain approximately 7 grams of coffee per capsule. Taking note of the fact that the coffee grounds are not consumed whole but rather their contents are dissolved in water, the calorie count is even less. A 1.35 oz cup of espresso contains approximately 0.6 calories while a 3.75 oz lungo contains approximately 1.0 calorie

• Do Nespresso capsules contain any additives or preservatives?

  The Nespresso 24 Grands Crus, as well as the Limited Editions and the Holiday Variations, do not contain any allergens, including but not limited to gluten, lactose or nuts.

  References to "malt", "milk", or "cocoa" notes are components of the aromatic profile and do not suggest their presence in the coffee.

• Is Nespresso Halaal?

  Yes. Nespresso Grands Crus are compliant with the Muslim religious requirements, and are thus Halaal certified,. Certificates can be e-mailed upon request.

Nespresso Club

• What is the Nespresso Club?

  Nespresso offers specific services to consumers who wish to enter what is called the Nespresso Club. A customer who has chosen to join the Nespresso Club is called a Club Member. The Nespresso Club services include: delivery of capsules and coffee accessories to your address of choice within two business days; maintenance service with free machine pick-up and free machine loan; guidance on the finest points of coffee tasting; “Limited Edition” Grand Crus; an exclusive selection of coffee accessories.

Orders & order follow up

• 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 Nespresso Club as soon as possible by phone.

  However, as soon as your order is confirmed, Nespresso cannot guarantee any changes or cancellations required.

• Can I send capsules abroad?

  Nespresso unfortunately does not deliver orders abroad. You should contact the Nespresso Club of the country where you wish to be delivered.

  Please visit www.buynespresso.com, in the upper right corner on the principal page, you will find the icon of a flag. By clicking on this icon all countries where Nespresso is represented will appear. By selecting the country of your choice, you will find all delivery and billing details.

• Would you like to pick up your parcel at a location of your choice?

  Our service Boutique Pick Up:

  Order your coffee online and pick up your parcel 60 minutes later in one of our boutiques (your order has to be picked up the same day)*.

• Where is my delivery?

  You can track your package simply by following these instructions:

  Click on “My Account” then “My Orders”. You will get an overview of the current status of your order.

• I have moved and would like to change my address, how can I do this?

  To change your postal address, follow these instructions below:

  Click on "Login" on the home page at the top right-hand corner and enter your email address and your password.
  Click on "My account" and then on "My addresses".
  You can then change your address or add another.

• I would like to choose a different delivery or billing address for my order, how can I do this?

  You can also change your address when you place an order online. We ask you to choose a billing address then a delivery address: you can change them at any time.

Product Issue

• I have received damaged or incorrect products. What should I do?

  If you are not satisfied with the quality of the products you have received, please contact the Nespresso Club via our toll free number or via our online contact form. 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.

Online Support

• Request Password

  The password entered is not correct. To change it, all you need to do is:

  Click on "Login" on the home page in the top right-hand corner of the screen and then You’re your password?".

  Enter the email address which you normally use to place your order.

  You will receive a message to the email address you have given that will ask you to click on a link to set a new password.

  If you are unable to change it or if you do not receive the link, please contact our Assistance Service on our toll free number and one of our Coffee Specialists will be happy to help you.

• Moving abroad – How can I carry on drinking Nespresso coffee?

  You are moving for a limited time to another country and would like to open a second account?

  You can select your new country using the flag at the top right so that you can continue to enjoy a fine cup of Nespresso coffee abroad. Then register with a new email address. Please note that one email address cannot be used simultaneously for two countries.

• You are moving to another country and wish to close your Club account?

  Please contact our Club by phone on our toll free number or by e-mail if you wish to close your Nespresso account. Our Coffee Specialists will update your account and advise you what you need to do in order to create your new account.

• Have you recently changed your email address and are now unable to login?

  Your old email address might still be registered in your Nespresso account. To change this, please read more under "How can I change my email address?"

• How can I change my email address?

  To change your email address, all you need to do is:

  Enter your login details (email address and password) under "Login" at the top right-hand corner. Click on "My account" and then "My personal information".

  Click again on "Edit my information". You can then change your email address and your password if you wish.

Machine Support

• How can I order a spare part for my Nespresso machine ?

  All machine parts can be ordered by calling the Nespresso Club. They are not available online or at Nespresso Boutiques.

• How can I use and clean my Aeroccino?

  - Always use cold milk, preferably UHT.
  - There are two different whisks. One for warming milk (hot milk whisk), another for frothing hot and cold milk.
  - Take note of the maximum level indication for hot milk and for milk foam.
  - The Aeroccino must be cleaned with a soft, damp cloth after each use to remove all milk residues and prevent it burning on.

• What is the warranty on Nespresso machines?

  Nespresso machines are guaranteed for a period of 24 months from date of purchase pursuant to the specific terms and conditions listed in the original product documentation and such guarantee is without prejudice to any of your statutory consumer rights.

  Nespresso warranties their product against defects in materials and workmanship for the following warranty period, which varies according to the country of purchase. The warranty period commences on the date of purchase and Nespresso may require presentation of the original proof of purchase to ascertain that date.

  During the warranty period, Nespresso will either repair or replace, at its option, any defective product at no charge to the owner. Replacement products or repaired parts will be warranted for only the unexpired portion of the original warranty or six months, whichever is greater.

  Our Limited Warranty does not apply to any defect resulting from accident, negligence, misuse, failure to follow the product instructions, calcium deposits, improper or inadequate maintenance, normal wear and tear, use for commercial purposes, use on current or voltage other than as marked on the product, unauthorized product alteration, fire, lightning, flood or other external causes.

  This warranty is valid only in the country of purchase or in such other countries where Nespresso sells and services the same model with identical technical specifications. Warranty service outside the country of purchase is limited to the terms and conditions of the corresponding warranty in the country of service.

• Aeroccino - Where can I find new whisks?

  Like all machine spare parts, Aeroccino whisks and lids can be purchased directly from the Nespresso Club via 0800 63 777 3.  

• Aeroccino - What does the blinking red light mean?

  Your Aeroccino may be overheating if the light is blinking before the frothing cycle is complete. Rinse the Aeroccino between uses with cold, running water. If it is not fully cooled down, the frother will overheat, indicated by the blinking red light, and will not run for the correct length of time. 

• Aeroccino - My Aeroccino burns the milk. What do I do?

  You can prevent future burn marks inside your Aeroccino by following these easy cleaning tips:
  1.Make sure your Aeroccino is cold to the touch before using. It's best to rinse it with cold water in between usage.
  2.Use soap and cold water to clean the frother and wipe the inside of the jug with a damp, non-abrasive sponge or paper towel to remove milk residue. Remaining milk residue can cause burn marks when you use the Aeroccino again.

• Aeroccino - Why won't my Aeroccino froth?

  Froth will vary based on the variety, origin, and freshness of the milk. You can also try different brands and types of milk will make different qualities of froth.

  Milk quality fluctuates throughout the year and as a result, the amount of froth can vary from season to season. We find that UHT (Ultra High Temperature) milk produces very consistent results.

  Also be sure to use fresh, ice cold milk.

• Aeroccino - Why is the milk overflowing?

  You can follow the tips below to prevent your Aeroccino from overflowing:

  1. Remember there are 2 max fill lines: Fill the milk to the lower maximum fill line when you use the frothing whisks; this is the whisk with the coil. Fill the milk no higher than the top maximum fill line when you use the hot milk whisk; this is the whisk without the coil.

  2. Experiment with different brands of milk. While any type of milk in Nespresso may be used in your Aeroccino; the froth results will depend on the protein content of the milk used and are not always guaranteed for milk alternatives.

• How long does the repair process take?

  The entire process  will not take more the 7 days from the date that your machine is collected. 

• What is the process to repair my Nespresso machine?

  To receive troubleshooting tips or to log a service call, please contact the Nespresso Club on 0800 637773 or send an email to club@nespresso-sa.co.za. A coffee specialist will take you through the troubleshooting process regarding any machine or technical related queries that you have. Should troubleshooting not be successful, the coffee specialist will arrange for the collection of your machine to be delivered to the Nespresso Technical Centre for a full technical evaluation.

• My machine has little or no coffee flow?

  If there is no coffee flow, please check that: The main supply cord is not trapped between the water tank and the machine. The water tank is sufficiently full and correctly positioned. Your machine is turned ON (lights ON) If there is low coffee flow, it means you may need to descale your machine.

Recycling

• Are the capsules 100% recyclable?

  Yes, Nespresso capsules are recyclable. Nespresso uses aluminium for its capsules, as it is the best material that we have found to protect the quality and freshness of the Nespresso Grand Cru coffees against factors such as oxygen, light and humidity. Aluminium also has the advantage of being infinitely recyclable. As we believe in the value aluminium, we are setting up recycling programmes to ensure that aluminium can get a second life. The spent coffee grounds from used Nespresso capsules can also be re-used in a number of ways, including organic fertilizers or as a source of green energy

• Does the recycling of used coffee capsules really make a difference?

  Yes. Nespresso Club Members who return their used aluminium capsules for recycling actively contribute to improving the environmental performance of Nespresso coffee and to the revalorization of this precious material. In fact, when compared with primary aluminium sourcing the recycling of aluminium generates only 5% of the carbon emissions associated with mining, refining and smelting and therefore saves up to 95% of the energy needed to produce aluminium from its raw state.

Data protection

• Does Nespresso sell customers data to third parties?

  Nespresso does not sell your personal data to third parties and treats it in strict confidence in accordance with applicable law and Nespresso’s privacy policy. The Nespresso privacy policy is published on the site www.buynespresso.com.
  As per the relevant laws, you have the right to access and rectify your personal data by writing to Nespresso at the below address:
  Nespresso South Africa
  PO Box 1510
  North Riding
  South Africa
  2188

Machine Support - Expert

• Are the Expert machines connected machines?

  Only certain markets's machines are connected to the Nespresso app. The Expert + Expert & Milk machine's connectivity functionalities through Bluetooth® (Google Play™ & Apple Store™) application is currently unavailable in your country. For any questions or to check on local updates, please contact your local Nespresso Club.

• I downloaded the Nespresso App via VPN or in another country. Can I connect my machine?

  Your region does not currently support the app functionalities for Expert machines. Nestlé Nespresso S.A accepts no responsibility or liability for any potential connection to machines via VPN, supported countries, nor the fulfillment of orders via an application that is currently not supported in your country of origin.

• I have moved to another country and my app is no longer working. What should I do?

  The Nespresso Club Member account will still be linked to the country you have left, and therefore so will the app. Please be aware that the following countries do not have the app: South Africa, KSA, UAE, Egypt, Qatar, Kuwait, Turkey, Bahrain, Oman, Ghana, Senegal, Ivory Coast, Morocco, Lebanon, Algeria, Mauritius, Jordan, Russia, Romania, Thailand, Iceland, Indonesia, China, Hong-Kong, Colombia, Malaysia. In case of doubt, please call your local Nespresso Club. You will need to delete the machine from the app or factory reset from the machine. Once in the new country, create a new local Nespresso club member account and pair with this new account.

• What does the 19 bars on my Expert Machine mean?

  All the Nespresso machines are equipped with a 19-bar pressure pump, which provides the power needed to pierce the film of the capsule and release the coffee's 900 or so different aromas. The shape of the Nespresso capsule has been specially designed to ensure that the pressurized water flows evenly through the ground coffee during extraction. The temperature and flow time are also set to ensure that each precious aroma is expressed.

Machine Support- Barista

• Are the Barista machines connected machines?

  Only certain markets' machines are connected to the Nespresso app. The Barista machine's connectivity functionalities through Bluetooth® (Google Play™ & Apple Store™) application is currently unavailable in your country. For any questions or to check on local updates, please contact Nespresso.

• I downloaded the Nespresso App via VPN or in another country. Can I connect my machine?

  Your region does not currently support the app functionalities for Barista machines. Nestlé Nespresso S.A accepts no responsibility or liability for any potential connection to machines via VPN, supported countries, nor the fulfillment of orders via an application that is currently not supported in your country of origin.

• I have moved to another country and my app is no longer working. What should I do?

  The Nespresso Club Member account will still be linked to the country you have left, and therefore so will the app. Please be aware that the following countries do not have the app: South Africa, KSA, UAE, Egypt, Qatar, Kuwait, Turkey, Bahrain, Oman, Ghana, Senegal, Ivory Coast, Morocco, Lebanon, Algeria, Mauritius, Jordan, Russia, Romania, Thailand, Iceland, Indonesia, China, Hong-Kong, Colombia, Malaysia. In case of doubt, please call your local Nespresso Club. You will need to delete the machine from the app or factory reset from the machine. Once in the new country, create a new local Nespresso club member account and pair with this new account.

• Can I still prepare recipes without connectivity?

  Yes, you have 13 recipes embedded in the device. You will not be able to add any new recipes on the device without connectivity.