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NESCAFÉ® Dolce Gusto® FAQs
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- maximum 35 characters in each of the two address fields
- the "City" and "Postal Code" fields are not reversed
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Please also check that there are no spaces before or after your first and last name in "my information".
If the problem persists, please contact us here: https://www.dolce-gusto.co.uk/contact-us or free on 0800 707 6066 and note the possible error message which will allow us to identify the problem as soon as possible.
If the gift is returned within the period stated in the return policy, intact and wrapped in its original packaging, the points will be refunded or the gift will be replaced at no additional cost. For shipping, the gift provider will send a prepaid return label.
In the event that there is no problem with the delivery of the gift, and you wish to return it for personal reasons, the return policy confirms that you will be responsible for the delivery costs. Returns are not accepted for digital gifts.
If you are already a member of the NESCAFÉ® Dolce Gusto® community, log in by entering your email address and password on the home page of the NESCAFÉ® Dolce Gusto® website https://www.dolce-gusto.co.uk/customer/account/login/ then go to the PREMIO tab.
If you do not have an account, you can create one for free on the registration page of the NESCAFÉ® Dolce Gusto® website (https://www.dolce-gusto.co.uk/customer/account/create/).
If your coffee machine isn’t working, it may be because it needs to be descaled and unblocked. Check out our machine use and maintenance guides to find out how to solve any potential issues.
If you’ve tried descaling and unblocking and are still having problems, please call NESCAFÉ® Dolce Gusto® customer services free on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.
If your Dolce Gusto® machine is leaking whilst you’re preparing your drink, it may be due to an insufficient seal between the coffee pod and the machine. To fix this issue follow these steps:
- Check the coffee pod’s in the holder
- Stop the machine, wait for the light to stop blinking and remove the coffee pod
- Make sure the coffee pod’s not been pierced twice
- Repeat the process with a new coffee pod
If the problem still occurs, contact us or phone us on: 0800 707 6066
Firstly, check that there’s water in the tank, if not, fill the tank and start again. If the problem persists, there may be a blockage. Use the descaling solution recommended for your machine to remedy this. If after following this advice you’re still having issues, get in touch or phone us on: 0800 707 6066
If your coffee machine is displaying a yellow light instead of the usual green one, it’s time for descaling. The machine will do this depending on the number of times it’s been used and regular descaling helps to keep it in good working order. Simply purchase the correct descaling equipment recommended for your machine, run through the descaling process, then the next time you use it, the light will return to green.
Please re-check the box in case the missing part is still in there and, if it is not, please return the entire machine to its point of purchase for a replacement.
If you purchase from the NESCAFÉ® Dolce Gusto® webshop, please call our hotline free on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.
Got a more general question about ordering, delivery or your account? Or maybe you want to find out how to use your NESCAFÉ® Dolce Gusto® coffee pods instead? Check out our relevant FAQ pages to learn more.
Over time, limescale slows waterflow, reduces the capacity and could reduce the effectiveness of heating the water used to make your drinks.
Descaling every 3-4 months gets rid of the build-up of limescale, keeping water flow fast and pump pressure high. It’s super simple to descale your NESCAFÉ® Dolce Gusto® coffee machine, check out our guide and find out what you need to do.
To maintain the performance of your NESCAFÉ® Dolce Gusto® coffee machine, it’s important to keep it clean in between uses. If you’re wondering which areas of your machine you need to pay special attention to and how to keep it clean and in good working order, read our guide on descaling and cleaning your NESCAFÉ® Dolce Gusto® coffee machine.
You can buy NESCAFÉ® Dolce Gusto® Descaler liquid directly from us. We sell descaling liquid, specially designed for use with your machine to keep it running as smoothly as possible.
Most of our coffee machines have an alert to tell you when it needs descaling and after a set number of uses, an orange or amber light will show up, which is the machine’s way of telling you it’s time for descaling. If your machine doesn’t have this feature, make sure to clean it every 3 to 4 months.
Recycling facilities are now available for all customers at which you can deposit your old electrical products. This is a requirement under UK, Irish and European legislation (The Waste Electrical and Electronic Equipment - or WEEE - Directive).
For UK customers you can locate your closest participating collection site at www.recycle-more.co.uk (please remember to have your postcode to hand).
For ROI customers you can locate your closest participating collection site at https://www.weeeireland.ie/household-recycling/
The way the NESCAFÉ® Dolce Gusto® machine works is by pumping water into its coffee pods at up to maximum 15 bar pump pressure. The high pressure, and the coffee pod design, deliver an even distribution of pressure to extract the coffee’s full flavour.
The system uses a pump pressure similar to that of professional machines, while coffee percolators operate at one bar of pressure (normal atmospheric pressure).
Using a Dolce Gusto® coffee machine is really simple, just head over to our machine care page and select your coffee machine to find out how to make your perfect brew.
If you need to replacement parts for your machine, please call NESCAFÉ® Dolce Gusto® customer services at 0800 707 6066 in the UK or 00800 6378 5385 in ROI and we will be happy to help.
Using a NESCAFÉ® Dolce Gusto® coffee machine is really simple, just head over to our machine care page and select your coffee machine to find out how to make your perfect brew.
For milky drinks such as our Lattés, Cappuccinos or Hot Chocolates, you will need to use two pods – one of which contains the milk. Many of our varieties don’t come with milk, such as our Espressos, Lungos, and Americano range.
The top of the pod will tell you which drink it is, but you will need to look at the colour of the base to see which kind of pod it is – whether milk, coffee, chocolate or a cold variety.
Milk pods have a white base
Coffee pods have a brown base
Chocolate pods have a brown base
Cold drink pods have a brown or silver base.
If you check your box and you feel that you were not given the correct amount of milk pods, please call NESCAFÉ® Dolce Gusto® customer services free on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.
We are always looking to add new drink varieties to the range and we launch on average one to two new products a year.
If you haven’t done so already why not register with us to keep up to date with any new varieties of drinks we may introduce in the future. Make sure you opt in to our newsletter so we can send you communications about new varieties. You can do this by clicking on 'My Account‘ and then 'My Newsletter‘ when you are signed in.
All our drinks require one or two coffee pods. The amount of water you add to each is of course up to you, but our suggestion for how to prepare each hot drink is printed on the box.
If you have an automatic machine, you can follow the bars on the pods and match this up to the number of bars you select on your coffee machine’s volume selector. This gives you the right serve every time.
The top of the coffee pod will tell you which drink it is, but you will need to look at the colour of the base to see which kind of pod it is, whether milk, coffee, chocolate or a cold variety:
- Milk pods have a white base
- Coffee pods have a black or dark brown
- Chocolate pods have a light brown base
- Cold drink pods have a silver base
Want to see how to make different drinks? Check out our coffee machines in action.
You can buy over 50 coffee pod varieties directly from our online shop. You can also buy our most popular coffee pods, hot chocolates and other drinks from all major supermarkets such as Tesco, Sainsbury’s, Asda, Waitrose, Morrisons and Co-op.
To get the best results from using our NESCAFÉ® Dolce Gusto® coffee machines, we always recommend you use NESCAFÉ® Dolce Gusto® coffee pods, as these are specially created for use with our machines.
The bars on the NESCAFÉ® Dolce Gusto® pods reference how much water and/or milk is required to get it to the right strength. On our automatic coffee machines, it’s simply a case of setting the bars on the machine to match those on the pod.
No, you don’t need to take the lid off coffee pods. The machine will pierce the pod for you during the process.
In order to get the delicious flavour you know and love, you should always use coffee pods with a machine. Where some suggest it’s possible to use coffee pods without a machine, we don’t recommend it as it will compromise on taste.
As our NESCAFÉ® Dolce Gusto® coffee pods are hermetically sealed, it means they can stay fresh for longer. Please revert to the packaging for the best before end date of the coffee.
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If the link still doesn’t work, please be aware that different email providers put expirations on links in emails. The links usually last between 60 and 90 days, so there should be plenty of time between your registration and your confirmation. If you think your link has expired, please re–register.
To login, all you have to do is hover over the ‘My Account’ section in the top right section of the page. Enter email address and password and click ‘login’.
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From time to time, the website undergoes maintenance, which affects performance. If you’re having continual problems, please contact us or by phoning our Consumer Services team on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.
When you register your coffee machine with NESCAFÉ® Dolce Gusto®, you can look forward to lots of great things:
- Webshop exclusives and the full range of NESCAFÉ® Dolce Gusto® drinks varieties
- Unique accessories not available in stores
- Opportunities to enjoy free coffee samples on us
- Exclusive competitions and promotions
- The latest news and product launches
- Tips for getting the most out of your coffee machine
- Help through your warranty, if anything goes wrong
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To reset your password:
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Once you’ve followed the above steps, an email will be sent to you with a new password. After you’ve logged in again, you can change this to something more memorable.
If the email does not come through within 30 mins please check your junk mail.
Simply unsubscribe by clicking the link at the bottom of any of our emails. Alternatively, you can contact the Nestlé Consumer Services Department by emailing:
consumer.services@uk.nestle.com or by calling 0800 707 6066 in the UK or 00800 6378 5385 in ROI.
Please bear with us. Due to our processes, you may still receive some communications for up to one month.
Register here or hover over ‘My Account’ at the top of this page and click on ‘Join Now’ and follow the instructions. You will be sent an email from us, and to complete your registration you’ll be asked to click on the link in the email.
Please check your junk mail folder. If you can’t find the email, wait for 1 hour and if this hasn’t arrived, contact us or by calling 0800 707 6066 in the UK or 00800 6378 5385 in ROI.
Click the ‘My Account’ button which is above the main menu on the homepage. Enter your email address and password into the form provided and click the login button.
Click the ‘My Account’ button which is above the main menu. Enter your email address and password into the form provided and click ‘login’. You will then be shown all of the details we have for your account.
From here you can update your shipping and billing address information, look at your order history, review your Wishlist, reviews and webshop credit information and tell us more about you and the coffee machine you own.
Using the contact us form helps us get to the cause of your problem more quickly.
If you would like to write a review about one of our products, you can do so easily by going to the product page and clicking on the ’reviews and ratings’ tab. Once submitted, your review will be uploaded within 10 days.
Before you submit a review please ensure you adhere to these House Rules:
Focus on your own experience with our products: this forum is designed to capture your experience with NESCAFÉ® Dolce Gusto® products.
Be mindful of people’s privacy: don’t share private information about other people.
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Please note that the content posted on this site does not necessarily reflect our views or opinions. We are not responsible for anything contained in links on this site to third party content or websites.
We may refuse to publish or remove posts which are not compliant with these House Rules. We retain the right to amend the present House of Rules at any time.
We're always working hard to offer our consumers the best service. Due to changes ahead of our new website, all Subscriptions have been cancelled.
If you had an active Subscription, you should have been contacted by our team directly by email.
We’re hoping to relaunch our subscription service in the future.
Please check your junk mail folder. If you can’t find the email try 'Forgot Password' link or please contact us here or by calling 0800 707 6066 in the UK or 00800 6378 5385 in ROI.
