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Frequently asked Questions


Getting Started

I cannot click on the link in the email you have sent me.

If the link doesn't work, please copy and paste the link directly into the address bar of your browser. 

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.

How do I claim my Welcome offer?

To claim your £10 / €12 webshop credit, NESCAFÉ® Dolce Gusto® machine owners must register with us first. You can register here 
Once registered enter the unique machine code found inside the Welcome booklet at the checkout. The £10 / €12 discount will be deducted from your basket total. Delivery charges may apply. For full terms and conditions please click here

If you have a Welcome booklet advertising the previous ‘free box of pods’ Welcome offer, don’t worry as your unique machine code is still valid and can be used to claim the £10 / €12 webshop credit offer instead.

Is your website secure?

The NESCAFÉ® DOLCE GUSTO® website is fully secure and adheres to best practice e-commerce security measures.

Can I order by post or over the phone?

No, you can only order online.

I live in the Channel Islands/Isle of Man, can I place an order?

Yes, we now deliver to the Channel Islands/Isle of Man. Deliveries will take up to approximately 8 working days to the Channel Islands and Isle of Man.


How do I change my delivery address or order after I’ve made it?

We are sorry but we are unable to make any changes to an order once it has been submitted. 

You can return any unwanted items by using the returns form that comes with your delivery. Simply send them, in their original packaging, to: 

Consumer Returns Department, Nestle House (2nd Floor), Haxby Road, York YO91 1XY


We will then arrange for the cost of these products to be refunded to you. Please also include your full postal address in your return.

What are the benefits of registering with NESCAFÉ® DOLCE GUSTO® online?

When you register your machine with NESCAFÉ® Dolce Gusto® you can look forward to lots of great things:


 - A tasty £10 / €12 to spend in our webshop on anything you fancy*

- 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 machine

- Help through your warranty, if anything goes wrong


*£10 / €12  when you buy a machine. Please see your Welcome Booklet for the webshop credit code, which you will find in your machine box. See terms and conditions for more details.

If you have a Welcome booklet advertising the previous 'free box of pods' Welcome offer, your unique machine code is still valid and can be used to claim the £10 / €12 webshop credit offer instead.

I have forgotten my log in details.

Please remember that your password is case-sensitive. 

To reset your password:

  • Hover over 'My account' at the top right hand corner of the page
  • Click on 'Forgot Your Password?'
  • Enter your email address

An email will be sent to you with a new password. Once you have 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. 

How do I place an order?

- Login using your email address and password

- Hover over the 'Varieties', 'Accessories' or 'Machine' tabs and select the category of products you would like to buy 

- Select the quantity of the item you want then click on the 'Add to Basket' button 

- When you have finished shopping, click on the basket icon at the top right corner of your screen

- You’ll be able to review your order and check you have the correct number of items you require

- You can change the amount of items you require and click on ‘Update Basket’ to update your basket

- Click on ‘Proceed to checkout’ once you’re happy with your order and follow the instructions

 

Please note that as Bonus Points have now ended you can no longer use these in payment. See ‘Bonus Points Closure’ section below for more information.

I cannot find an item in the shop. Does this mean it is not available?

If you cannot find a particular item in the shop, it may mean it is out of stock or no longer available. We can send you an email to let you know when the item is back in stock. Simply click on 'inform me' when you hover over the product to request this service. 

How do I cancel an order?

You may cancel your order at any time from the date of the order up until 14 working days from receipt of the item/s by calling our Consumer Services team on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

If you cancel your order before you have received it, you are entitled to refuse delivery of the order and we will send a cheque or refund to your account with a full refund within 30 days.

If you cancel your order after you have received it, we will send a cheque or refund to your account with a full refund including delivery costs within 30 days. You must return the order to us in an undamaged and unused condition at your expense as soon as practicable. This provision does not affect your statutory rights.

Can I shop online if I don’t have a machine or haven’t registered my machine?

Yes, of course, but you’ll need to register your basic information by clicking here first. 

I want to change my account details

To change your details you first need to log in to your account. You can do this by point your mouse at the "My Account" button which is above the main menu. Enter your email address and password into the form provided and click 'Log in'. 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 machine you own. 



How do I unsubscribe from hearing from NESCAFE® Dolce Gusto®?


Simply unsubscribe here or 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 note that by choosing to unsubscribe, you will no longer hear from any of the Nestlé UK brands. 

We hope you stay with us. By remaining a member, you’ll continue to:

- Be the first to hear about the latest news and product launches

- Receive tips for getting the most out of your machine

- Have a chance to enjoy free coffee samples on us

- Enjoy exclusive competitions and promotions

- Receive help through your warranty, if anything goes wrong


Please bear with us. Due to our processes, you may still receive some communications for up to one month.

Can I buy NESCAFÉ® Dolce Gusto® in any other countries?

Yes. Simply hover over the flag at the top right side of this page and click on the flags to go to your selected country.

I am new to NESCAFÉ® Dolce Gusto®, how do I register?

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 will be asked to click on the link in the email. 

I have not received the confirmation email to complete my registration.

Please check your junk mail folder. If you can’t find the email, Please wait for 1 hour and if this has still not arrived please contact us here or by calling 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

I am already registered with NESCAFÉ® Dolce Gusto®, how do I access my account?

Point your mouse at 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

How do I check my account information?

Point your mouse at the "My Account" button which is above the main menu. Enter your Email Address and password into the form provided and click 'Log in'. 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 machine you own. 

About the machine

How does the machine work?

The NESCAFÉ® Dolce Guato® machine pumps water into its capsules at up to maximum 15 bar pump pressure. The high pressure, and the capsule 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).

Find out more here

Can I order spare parts for my machine from you?

If you need to replacement parts for your machine, please call our NESCAFÉ® Dolce Gusto® helpline free on 0800 707 6066 in the UK or 00800 6378 5385 in ROI and we will be happy to help.  

I’ve just opened my new machine and think that one of the parts is missing

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 NESCAFE® Dolce Gusto® webshop, please call our hotline free on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

How often should I descale my machine?

It is recommended you descale your machine every 3-4 months or 400 uses. Find our more about how to descale your machine here

I threw away my Welcome booklet. Can I get a replacement machine code?

If you no longer have the Welcome booklet which came with your machine, please call the NESCAFÉ® Dolce Gusto® hotline free on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

Can I shop online if I don’t have a machine or haven’t registered my machine?

Yes, of course, but you’ll need to register your basic information by clicking here first. 

What does descaling do to my machine?

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. 
Click here to see how to descale and get some great tips on taking care of your machine.

How do I descale my MELODY® I machine?

**PLEASE NOTE** We recommend soaking your capsule holder in the made-up descaling solution for 30 minutes. You can then use the same solution to descale your machine. 

Click here for a simple video to show you how to descale your machine or read the instructions below:


Setting up for descaling

1.     Fill water tank with made-up descaling solution (refer to on-pack guidelines)

2.     Insert rinsing tool and place a cup/jug underneath

3.     Switch machine off and put lever at the hot position

4.     Switch machine on and slide lever to cold position and then back to hot position within five seconds

5.     Slide lever to middle position and the green light should blink every two seconds. Machine is now in descaling mode.

Descaling

1.     Move lever to hot position for 90 seconds (or until the tank has emptied) and return to middle position

2.     Refill water tank with already circulated descaling liquid

3.     Move lever to cold position for 90 seconds (or until the tank has emptied) and return to middle position

4.     Wait for 2 minutes.

Rinsing

1.     Rinse and fill water tank with fresh water and replace the cup/jug underneath

2.     Let water run through for 90 seconds (approx) on hot and then another 90 seconds on cold

3.     Return lever to middle position and switch machine off

4.   Remove rinsing tool. Machine is not in descaling mode any more.

 

How do I descale my MELODY II, FONTANA, PICCOLO, CIRCOLO, GENIO or MINI ME machine?

Click here for a simple video to show you how to descale your machine or follow the instructions below:

 

Setting up for descaling

1.     Make up descaling solution as per manufacturer‘s instructions and then fill water tank with solution

2.     Insert empty capsule holder into machine and place jug underneath.

Descaling

1.     Press the on/off button and hold in for 5 seconds until it flashes green

2.     Please note the on/off switch will continue to flash green throughout the descaling process

3.     Switch the lever to the hot position until half of the solution has passed through the machine

4.     Switch the lever to the middle position and leave for 5 minutes

5.     Switch the lever to the cold position until the remainder of the liquid has passed through the machine

6.     Switch the lever to the middle position and leave for 5 minutes

Rinsing

1.     Rinse and fill water tank with 1 litre of fresh water and replace jug underneath

2.     Switch the lever to the hot position until half of the solution has passed through the machine (half a litre)

3.     Switch the lever to the cold position until the remainder of the liquid has passed through the machine

4.     Switch the lever to the middle position and turn your machine off. This will take the machine out of descaling mode.

5.     Wipe your machine with a dry clean cloth

Future use

1.     Turn machine on by quickly pressing on/off switch

2.     Descale your machine every 3-4 months

How do I descale my CREATIVA® machine?

 Setting up for descaling

1.     Make up descaling solution as per manufacturer‘s instructions and then fill water tank with solution

2.     Insert empty capsule holder into machine and place jug underneath.


Descaling

1.     Turn the machine on and wait until heated and menu is displayed

2.     Using the left hand arrow select button, select ‘Options’ and then ‘Descale’ by pressing the centre button

3.     Select ‘OK’ and the descaling will automatically begin

4.     Solution will run through on hot until all the 6 markers are highlighted on the display; you can pause anytime by pressing the centre button.

5.     The machine will pause and then count down five minutes on the display

6.     Solution will run through on cold until all the 6 markers are highlighted on the display; you can pause anytime by pressing the centre button.

7.     Five minutes will then count down again on the display

8.  It will then automatically display the rinsing mode


Rinsing

1.     Fill water tank with another 1 litre of fresh water, empty and replace jug underneath

2.     Use the right hand select button to move through the menu, select OK to start the rinsing process

3.     Water will run through on hot until all the 6 markers are highlighted on the display

4.     Water will then run through on cold until all the 6 markers are highlighted on the display

5.     Display will show DONE press enter key to select OK and you are now ready to enjoy your coffee once again

My machine has stopped working

Click here for simple troubleshooting videos to show you how to descale and unblock your machine.

 

If you’ve tried descaling and unblocking and are still having problems, please call the NESCAFÉ® Dolce Gusto® hotline free  on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

About the capsules

Are the capsules recyclable?

Almost 90% of Nestlé’s packaging in the UK and Ireland is already recyclable but unfortunately NESCAFÉ® Dolce Gusto® capsules cannot currently be recycled in the UK. We are exploring a number of possible solutions and hope to provide an update on our plans shortly.

How much coffee will I need for one cup?

All our drinks require one or two capsules. 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 machine’s volume selector. This gives you the right serve every time.


Find out more about making a NESCAFÉ® Dolce Gusto® beverage here

How do I know which capsule to use for which drink?

The top of the capsule will tell you which drink it is, but you will need to look at the colour of the base to see which kind of capsule it is, whether milk, coffee, chocolate or a cold variety:


 -Milk capsules have a white base 

- Coffee capsules have a black or dark brown. 

- Chocolate capsules have a light brown base

- Cold drinks have a silver base. 


Click here to see an online demonstrations of how to make different drinks.

Where can I buy capsules?

You can buy over 30 capsule varieties directly from our online shop. To start shopping click here. You can also buy our capsules from all major supermarkets such as Tesco, Sainsbury’s, Asda, Waitrose, Morrisons and Co-op.

Will you produce any other kinds of capsules in the future?

 

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. 

My box of capsules does not contain any milk

For milky drinks such as our Lattés, Cappuccinos or Hot Chocolates and milky teas, you will need to use two capsules – one of which contains the milk. Many of our varieties do not come with milk, such as our Espressos, Lungos, our Grande range and non-milky teas.


The top of the capsule will tell you which drink it is, but you will need to look at the colour of the base to see which kind of capsule it is – whether milk, coffee, chocolate or a cold variety.


- Milk capsules have a white base 

- Coffee capsules have a black or dark brown. 

- Chocolate capsules have a light brown base

- Cold drinks have a silver base. 


Click here to see an online demonstrations of how to make different drinks.


If you check your box and you feel that you were not given the correct amount of milk capsules, please call the NESCAFÉ® Dolce Gusto® hotline free
on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

Which spoon do I buy for the cappuccino cup?

Please click here to see our range of spoons.  We recommend the Small Spoon for use with cappuccinos.


If we haven’t answered your question, or you can’t find an answer to your question, please call the NESCAFÉ® Dolce Gusto® hotline free on
0800 707 6066 in the UK or 00800 6378 5385 in ROI.

My order

What payment options can I use to pay for my order?

 You can pay using a Mastercard or Visa credit or debit card. We apologise but we do not accept Maestro, American Express or Diners Club.

Can I order by post or over the phone?

No, you can only order online.

I live in the Channel Islands/Isle of Man, can I place an order?

Yes, we now deliver to the Channel Islands/Isle of Man. Deliveries will take up to approximately 8 working days to the Channel Islands and Isle of Man.


Do you deliver to BFPO numbers?

We’re not able to at the moment, but we’ll be sure to update this section if that changes.

How do I change my delivery address or order after I’ve made it?

We are sorry but we are unable to make any changes to an order once it has been submitted. 

You can return any unwanted items by using the returns form that comes with your delivery. Simply send them, in their original packaging, to: 

Consumer Returns Department, Nestle House (2nd Floor), Haxby Road, York YO91 1XY


We will then arrange for the cost of these products to be refunded to you. Please also include your full postal address in your return.

Which courier will be delivering my order? Can I track my order?

Yodel is responsible for the delivery of your order. 

You can track the progress of your package by following the link on your delivery confirmation email and entering the tracking number in this mail. If you’re not aware of your tracking number, please call the NESCAFÉ® Dolce Gusto® hotline free on 
0800 707 6066 in the UK or 00800 6378 5385 in ROI.


If you are out, Yodel will leave you a card with a parcel reference number on it. With this number you can find out where your parcel is and re-arrange a delivery over the phone or online.

I am not satisfied with my order

If you are not completely satisfied, you can return any unwanted items completely free. Simply send them, in their original packaging, to:

DOLCE GUSTO Returns, Consumer Services, Nestle UK Ltd, FREEPOST 1374, York YO91 1XB.


We will then arrange for the cost of these products to be refunded to you. Please also include your full postal address in your return.


If you would like to speak to us about your order, please call the NESCAFÉ® Dolce Gusto® hotline free on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

I’ve just opened my new machine and think that one of the parts is missing

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 NESCAFE® Dolce Gusto® webshop, please call our hotline free on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

How do I place an order?

- Login using your email address and password

- Hover over the 'Varieties', 'Accessories' or 'Machine' tabs and select the category of products you would like to buy 

- Select the quantity of the item you want then click on the 'Add to Basket' button 

- When you have finished shopping, click on the basket icon at the top right corner of your screen

- You’ll be able to review your order and check you have the correct number of items you require

- You can change the amount of items you require and click on ‘Update Basket’ to update your basket

- Click on ‘Proceed to checkout’ once you’re happy with your order and follow the instructions

 

Please note that as Bonus Points have now ended you can no longer use these in payment. See ‘Bonus Points Closure’ section below for more information.

What cards can I use to pay for my order?

We currently accept Visa and MasterCard credit and debit cards. 

We are sorry that we cannot accept any other payment method at present, but we are always reviewing the viability of other payment methods.

How do I cancel an order?

You may cancel your order at any time from the date of the order up until 14 working days from receipt of the item/s by calling our Consumer Services team on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

If you cancel your order before you have received it, you are entitled to refuse delivery of the order and we will send a cheque or refund to your account with a full refund within 30 days.

If you cancel your order after you have received it, we will send a cheque or refund to your account with a full refund including delivery costs within 30 days. You must return the order to us in an undamaged and unused condition at your expense as soon as practicable. This provision does not affect your statutory rights.

Where is my order/when will it arrive?

If you have ordered through the UK website, the following delivery options are available:   

 

Standard Delivery:

- Orders will be delivered in 3-5 working days from day order placed

- For orders to the Scottish Highlands and Islands, Scilly Isles, IOM and Channel Islands, deliveries will take up to approximately 8 working days

- Orders placed at the weekend or after 6pm will be processed on the next working day

- Orders over the seasonal period may take longer

 

Next Day Delivery:

Orders placed Sunday to Friday before 6pm will be delivered the next day

- Order placed between Friday 6pm and Sunday 6pm will normally be delivered on the Monday

- Please note this service is not available in the Scottish Highlands and Islands, Scilly Isles, IOM and Channel Islands


If you are out, our delivery company will leave you a card with a parcel reference number on it. With this number you can find out where your parcel is and re-arrange a delivery over the phone or online.

 

If you have ordered through the ROI website, the following delivery options are available:

 

Standard Delivery:

- Where an order is accepted, we will use reasonable endeavours to ensure that items are delivered within 5 working days of placing the order subject to availability of stock

- Orders over the seasonal period may take longer

- Unfortunately we cannot offer next day deliver in ROI at this point in time


If your order does not arrive within the above times specified please contact us here or by phoning our Consumer Services team on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

I want to change my account details

To change your details you first need to log in to your account. You can do this by point your mouse at the "My Account" button which is above the main menu. Enter your email address and password into the form provided and click 'Log in'. 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 machine you own. 



Can I buy NESCAFÉ® Dolce Gusto® in any other countries?

Yes. Simply hover over the flag at the top right side of this page and click on the flags to go to your selected country.

I am having trouble using the contact form/phone number on the contact page, can I send an email?

Using the contact us form helps us get to the cause of your problem more quickly. However if you would prefer to email us please do so at dolce-gusto@uk.nestle.com or phone our Consumer Services team on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

How do I write a review?

If you would like to write a review of a product, 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:

1. Focus on your own experience with our products: this forum is designed to capture your experience with NESCAFE Dolce Gusto products.

2. Be mindful of people’s privacy: don’t share private information about other people.

 3. Keep it clean: no indecent, misleading, or unlawful posts.

4. No personal attacks, please: avoid any aggressive, defamatory or threatening posts. Mind your wording and tone. Avoid posting any information inciting racial, ethnical, religious, gender or political opposition.

5. Stay on topic: no spam, good luck/chain posts, commercial/advertising/promotional posts, or repetitive postings.

 6. Be truthful: do not submit any content that you know is false, inaccurate or misleading.



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.

Troubleshooting

I cannot click on the link in the email you have sent me.

If the link doesn't work, please copy and paste the link directly into the address bar of your browser. 

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.

I am having problems viewing the website

In order to use this site, you must have cookies enabled on your computer.

Go to ‘Tools’ on your Internet browser

- Select ‘Internet Options’

- Adjust your security or privacy settings to allow all cookies


This website will not work properly unless you do this. For Apple Macs, please consult your relevant technical help team. 

From time to time, the website undergoes maintenance, which affects performance. If you’re having continual problems, 
please contact us here or by phoning our Consumer Services team on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

How do I login?

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’.



How do I unsubscribe from hearing from NESCAFE® Dolce Gusto®?


Simply unsubscribe here or 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 note that by choosing to unsubscribe, you will no longer hear from any of the Nestlé UK brands. 

We hope you stay with us. By remaining a member, you’ll continue to:

- Be the first to hear about the latest news and product launches

- Receive tips for getting the most out of your machine

- Have a chance to enjoy free coffee samples on us

- Enjoy exclusive competitions and promotions

- Receive help through your warranty, if anything goes wrong


Please bear with us. Due to our processes, you may still receive some communications for up to one month.

My machine has stopped working

Click here for simple troubleshooting videos to show you how to descale and unblock your machine.

 

If you’ve tried descaling and unblocking and are still having problems, please call the NESCAFÉ® Dolce Gusto® hotline free  on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

I am having trouble using the contact form/phone number on the contact page, can I send an email?

Using the contact us form helps us get to the cause of your problem more quickly. However if you would prefer to email us please do so at dolce-gusto@uk.nestle.com or phone our Consumer Services team on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.