Use code TRAVELMUG4ME before checkout to get a FREE* TRAVEL MUG when you buy 8 or more pod boxes.

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FAQs

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Webshop unavailable for Northern Ireland FAQ
Why can I no longer order from the NESCAFÉ® Dolce Gusto® UK webshop?

We apologise for any inconvenience caused by our UK webshop being temporarily unavailable to customers with a postal address in Northern Ireland. However, our products are still available in major retailers/supermarkets & smaller convenience stores.

Where can I buy the NESCAFÉ® Dolce Gusto® pods in Northern Ireland in the meantime?

NESCAFÉ® Dolce Gusto® pods are widely available in most major retailers/supermarkets. A smaller range of NESCAFÉ® Dolce Gusto® pods are available in convenience stores.

Is there any other online solution I can order through for delivery to Northern Ireland?

Most major retailers/supermarkets stock our range. You may wish to view their respective websites for availability on NESCAFÉ® Dolce Gusto® pods online.

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My Order FAQs
Can I order by post or over the phone?

No, we can only accept orders online at this time.

How do I place an order?
  • Login using your email address and password
  • Hover over the ‘Drinks’, ‘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 number of items you require and click on ‘update basket’ to change your selection
  • Click on ‘proceed to checkout’ once you’re happy with your order and follow the instructions
What does it mean if I can’t find an item in the shop?

If you can’t find a particular item in the shop, it may mean it is temporarily 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 buy NESCAFÉ® Dolce Gusto® pods in any other countries?

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

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.

Unfortunately, we currently don’t accept other payment options such as PayPal, but we are always reviewing the viability of other payment methods.

Do you deliver to BFPO numbers?

No, we’re not able to at the moment, but we’ll be sure to update this section if that changes.

Can I track my order?

Yodel is responsible for the delivery of your order in the UK, and UPS is responsible for the delivery in ROI.
You can track the progress of your package by following the link on your delivery confirmation email. If you’re not aware of your tracking number, please call NESCAFÉ® Dolce Gusto® customer services at 0800 707 6066 in the UK or 00800 6378 5385 in ROI.
If you are out, Yodel and UPS 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 with the courier.

What should I do if I’m unsatisfied with my order?

If you do not want any of the items in your order, please return them to us, undamaged and unused, in their original packaging, to:

Consumer Returns Department, Nestlé House (2nd Floor), Haxby Road, York, YO31 8SB.

Please also complete the returns form and include it with your return. Once received, we will arrange for the cost of these products to be refunded to you, excluding the return postage costs.

If the products were found to be damaged on receipt please call us on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

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Delivery FAQs
What are your delivery charges?

We offer free standard delivery on all orders. All you have to do is add 4 boxes of pods or £20 or €25 for Republic of Ireland of goodies to your order and we’ll deliver it free.

Do you deliver to the Channel Islands/Isle of Man?

Yes, we now deliver to the Channel Islands/Isle of Man. Please be aware that deliveries will take up to approximately 8 working days.

When will my order be delivered?

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 the day the order is placed
  • For orders to the Scottish Highlands and Islands, Scilly Isles, IOM, Channel Islands and Isle of Wight, deliveries will take up to approximately 8 working days
  • Orders placed at the weekend or after 5:30pm will be processed the next working day
  • Orders over the seasonal period may take longer

Next Day Delivery:

  • Orders placed Sunday to Friday before 5:30pm will be delivered the next day
  • Order placed between Friday 5:30pm and Sunday 5:30pm will normally be delivered on the following Monday
  • Please note this service is not available in the Scottish Highlands and Islands, Scilly Isles, IOM, Channel Islands and Isle of Wight.
  • During promotional activities and high volumes of orders, Next Day Delivery may not be available.

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 delivery in ROI at this point in time

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

What should I do if my order is damaged upon delivery?

If your item is missing a part, please re–check the box in case the missing part is still in there and, if it’s not, please return the entire coffee 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.

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My Account FAQs
What should I do if I can’t click on the link in the email you’ve sent me?

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

What should I do if I’m 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 or by phoning our Consumer Services team on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

What are the benefits of registering with NESCAFÉ® Dolce Gusto® online?

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
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

What are the benefits of registering with NESCAFÉ® Dolce Gusto® online?

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
What should I do if I’ve 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

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.

How do I unsubscribe from NESCAFÉ® Dolce Gusto® emails?

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.

How do I register a new account?

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.

What should I do if I haven’t received the registration confirmation 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.

How do I access my account?

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.

How do I check my account information?

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.

How do I send an email?

Using the contact us form helps us get to the cause of your problem more quickly.

How do I write a review?

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.
Keep it clean: no indecent, misleading, or unlawful posts.
No personal attacks: avoid any aggressive, defamatory or threatening posts. Mind your wording and tone. Avoid posting any information inciting racial, ethnical, religious, gender or political opposition.
Stay on topic: no spam, good luck/chain posts, commercial/advertising/promotional posts, or repetitive postings.
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.

My Subscription is no longer visible on my account, why is this?

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.

I have tried to register but have not received an email confirmation?

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.

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Flash Sales FAQs
What can I do if my favourite coffee pod offer is out of stock?

We’re sorry that your preferred NESCAFÉ® Dolce Gusto® coffee pods are currently out of stock. We’re working hard to make these pods available. Please note this promotion is subject to availability, while stocks last. STARBUCKS® by NESCAFÉ® Dolce Gusto®, Magnum and Bundle packs are excluded from this offer.

I have put 8 boxes of coffee pods in my basket but the machine is not showing?

Please ensure that your basket is empty before making use of this offer. Ensure your basket contains exactly 8 standard boxes of capsules before proceeding to the checkout, 12 & 16 capsule packs inclusive. STARBUCKS® by NESCAFÉ® Dolce Gusto®, Magnum and Bundle packs are excluded from this offer. This offer is limited to a maximum of two Flash Sale bundles per person/household. Please ensure only one device is used throughout the order process.

I have a promotional code to use for this bundle sale. Where do I input the code to redeem?

Once you select 8 coffee pod boxes to add to your basket, your machine is automatically added. Now, click on your basket to go to review a summary of your basket. Before proceeding to checkout, enter your promotional code in the box below the list of items in your basket, underneath where it says “Redeem promotional codes”. Click on redeem and your order total should automatically be updated to reflect your new total with the promotional code applied.

I have received my order containing 8 boxes of pods but the machine is missing?

To receive the free machine your order must contain only the selected pods included in the Flash Sale. Please contact us directly and we’ll help to resolve your issue.

Can I get a different colour/model of machine with this promotion instead of the Mini Me offered?

Our Flash Sale is only available with the NESCAFÉ® Dolce Gusto® Mini Me Automatic in Black & Arctic Grey.

I have tried to register but have not received an email confirmation?

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.

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COVID-19 FAQs
Can I place an order?

Yes, you can still place orders with us.

Will NESCAFÉ® Dolce Gusto® deliver my parcel?

You can check the current delivery times at the checkout in the Delivery Information section. When selecting a delivery address, be aware that companies and businesses may be closed and unable to receive parcels.

Are delivery times affected?

To serve our customers while also helping to ensure the safety of our employees, the delivery time of 3-5 working days may be longer than usual at the moment. Once you have received an order confirmation you can track your parcel at https://www.yodel.co.uk/

Is it possible to return items?

Yes, you can continue to return items. Please refer to the Returns Form that you received with your order for more information.

Is it safe to receive a package from any area where COVID-19 has been reported?

The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low. You can find the latest information on COVID-19 on the information pages of the UK Government.

Is it possible to reduce contact with the driver when they deliver my order?

The current ‘leave safe’ policy will be adhered to. Throughout this interim process, drivers and couriers are not required to knock on our customers door if the carding process has been followed.

If there is no safe place available, our drivers and couriers will place the parcel on your doorstep, ring or knock on your door and then where safe to do so retreat 2 metres away. If you answer the door, they will confirm delivery of your order and ask for your name to note who your parcel has been received by. For more information visit: https://www.yodel.co.uk/news/2020/march/covid-19/

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Win Your Morning Coffee for a Year 2020 FAQs
Which code from the box do I enter?

You’ll find the unique 12-digit code printed inside the box, on the ‘flap’ that you open. Please enter the code without spaces on the NESCAFÉ Dolce Gusto® website: www.dolce-gusto.co.uk/win

I have a query with my prize, what do I need to do?

Please contact our Consumer Services team who will be able to help you.

I have entered the code but cannot see it on my account?

The codes you have entered are not visible on your account. If a code has successfully been entered, you will see a green banner at the top of the page confirming this.

I am in ROI, why can’t I enter?

This promotion is specific to UK consumers who have registered on www.dolce-gusto.co.uk. However, there will be further promotions in the future which will be advertised on www.dolce-gusto.ie and www.dolce-gusto.co.uk. If you have registered with us online and agreed to receive communications from us, we will keep you updated.

I am in Northern Ireland, how can I enter my code for ‘Win your Morning Coffee for a Year’’ promotion?

You can enter at www.dolce-gusto.co.uk or, to enter without purchase in Northern Ireland only, participants may enter by post. Please see our terms and conditions for the address and full details.

My code is not being accepted, what do I need to do?

Codes are case sensitive and must be entered online exactly as they appear in the pack. Each 12 digit code is unique and can only be used once. If you still need support please contact us here: https://www.dolce-gusto.co.uk/contact-us

How many times can I enter the ‘Win Your Morning Coffee for a Year’ promotion?

We did not set a limit on how many times you can enter. Each qualifying box of pods have a unique code that can only be entered once.

What products are eligible for this promotion?

Any product from our NESCAFE® Dolce Gusto® and STARBUCKS® by NESCAFE® Dolce Gusto® range can be entered in this promotion.

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Your Coffee Shop at Home Promotion FAQs
How do I apply for my free pods?

All you need is, your machine and a photo or copy of your proof of purchase. Got them? Great! Visit this link to fill out your application.

Which machines qualify for the offer?

Piccolo XS or any within the Genio S range (Genio S, S Plus, S Touch)

What are the dates of the promotion?

1) Qualifying purchases of the selected machines must be made between 09/03/2021 and 07/06/2021.
2) Applications, together with the relevant proof of purchase, must be received by no later than 23:59 14/06/2021.
3) Qualifying applicants will be issued with a valid promotional code which must be used by no later than 23:59 17/06/2021.

I don't have a receipt, so how do I claim my free boxes of pods?

You will need a copy of your proof of purchase, gift receipt or order invoice to be able to apply for this offer.

How do I attach my documents?

You need to upload a copy of the full receipt of purchase which should include the:
-Machine model
-Price paid
-Date of purchase

You can upload more than one image if you need to as long as the maximum file size doesn't exceed 4MB.

Accepted file types include: .pdf, .jpg, .png, .gif, .jpeg, .tiff, .tif, .bmp

I have an email receipt, can I attach it?

Yes, as long as it's an order invoice. Just save the email first and upload it to the form by either clicking on the box and selecting the email from the place you saved it to or dragging and dropping the file into the box (easier if you are on a desktop). You can upload more than one image if you need to as long as the maximum file size doesn't exceed 4MB.

The format of my receipt is too big, what should I do?

If you need to make your photo smaller, you can usually do this in the settings on your camera before you take the picture or by compressing it afterwards. There's lots of information to be found online about this for the specific device you're using.

When I try to enter my submission it is telling me the format of my machine serial number is invalid but that's as it appears on my machine?

The offer is limited to one application per person for the lifetime of the machine. Please note that if the machine is second hand and a previous owner has used it to enter the promotion, that machine serial number will no longer be valid/eligible. When entering the machine serial number, make sure it contains letters or numbers only, no punctuation or dashes, it also must start with a number. You can also upload a picture of the machine serial number in the submission form. If you would like further advice please call us on 0800 707 6066.

How do I attach a paper till receipt to this form?

You can either take a photo of your receipt using a smartphone or digital camera or use a scanner to scan and save a copy of it.

I only have a delivery note as I ordered my machine online

A delivery note or copy of payment, such as your bank statement, will not be accepted. You will need a copy of your proof of purchase, gift receipt or order invoice to be able to apply for this offer.

I can't read my machine serial number (even with a magnifying glass) what shall I do?

The codes can be found on the silver sticker behind your water tank or underneath the base of your machine. If you're having problems reading it, you could take a picture of it and enlarge it so you can see the code a little better, ask a friend or family member to help you out or call us free on 0800 707 6066.

My computer/mobile device crashed because of your website, do I have to submit the form again?

After submitting your application you should see a success page, thanking you for your submission. Your application will be reviewed within 3 working days.

After approval, you will receive an emailing containing your unique Nescafé Dolce Gusto promo code to receive 6 free boxes on the Nescafé Dolce Gusto webshop.

If you have not received an email within 3 working days, please check you spam or junk folders. You can contact us directly on 0800 707 6066 or at https://www.dolce-gusto.co.uk/contact-us

Where are the codes you need from my machine?

The codes can be found on the silver sticker behind your water tank or underneath the base of your machine.

Why do you need my machine serial number and receipt?

We need this information so you can pass our promotional checks. A valid machine serial number tells us you have bought one of the qualifying machines and a valid proof of purchase or till receipt shows us you bought it within the dates of the promotion.

Every time I try to submit my application it freezes half way through

If you experience a problem when attempting to submit your application, please try again using a different browser.

If you continue to experience difficulties, please contact our team diurectly on 0800 707 6066 or at https://www.dolce-gusto.co.uk/contact-us

Can I post my application to you?

No, you'll need to enter this promotion through our online submission form. Visit this link to fill out your application.

I sent my receipt in the post and haven't heard anything, when will I get my free pods?

You can only enter this promotion through our online submission form. Find it here: Visit this link to fill out your application.

I haven't received an email confirmation of my submission

You will receive a confirmation email within 3 working days after submitting your application.

I bought my machine second hand, but during the promotional period. Can I apply?

All you need is, your machine and a photo or copy of your proof of purchase. Got them? Great! Visit this link to fill out your application. Please note that if a previous owner of your machine has used this machine to apply for the promotion, that machine serial number won't be eligible for free pods.

It mentions that the website is powered by Hashting, what does that mean?

Hashting is a partner that is helping process the application for your free coffee. See privacy details for Hashting here.

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How to Use Dolce Gusto® Coffee Pods FAQs
How many coffee pods will I need for one cup?

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.

How do I know which coffee pod to use for which drink?

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.

Where can I buy NESCAFÉ® Dolce Gusto® coffee pods?

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.

What pods fit NESCAFÉ® Dolce Gusto®?

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.

What do the bars mean on NESCAFÉ® Dolce Gusto® pods?

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.

Do you take the lid off coffee pods?

No, you don’t need to take the lid off coffee pods. The machine will pierce the pod for you during the process.

Can you use coffee pods without a machine?

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.

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Coffee Pod Troubleshooting FAQs
My box of coffee pods doesn’t contain any milk

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.

Will you produce any other kinds of coffee pods 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.

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About My NESCAFÉ® Dolce Gusto® Coffee Machine FAQs
How does a NESCAFÉ® Dolce Gusto® coffee machine work?

The NESCAFÉ® Dolce Gusto® machine pumps water into its capsules 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).

Can I order spare parts for my machine from you?

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.

How to use NESCAFÉ® Dolce Gusto® coffee machines?

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.

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Cleaning and Descaling FAQs
How to descale NESCAFÉ® Dolce Gusto® coffee machines?

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.

How to clean NESCAFÉ® Dolce Gusto® coffee machines?

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.

Where can I buy NESCAFÉ® Dolce Gusto® Descaler?

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.

How do I know when my NESCAFÉ® Dolce Gusto® coffee machine needs descaling?

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.

Can I recycle my machine?

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/

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Coffee Machine Troubleshooting
Why isn’t my NESCAFÉ® Dolce Gusto® coffee machine working?

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.

Why is my NESCAFÉ® Dolce Gusto® leaking?

If water’s leaking outside the machine 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

Why is my NESCAFÉ® Dolce Gusto® not pouring?

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

Why is my NESCAFÉ® Dolce Gusto® machine light yellow?

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.

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.


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.

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Podback Service
What is Podback?

Podback is a coffee pod recycling service. Created in partnership with the biggest names in coffee pod systems, Nespresso, NESCAFÉ Dolce Gusto and Tassimo, to give people who enjoy the quality and taste of coffee pods simple and easy ways to recycle them. It's the first of its kind in the UK.

How do I recycle my pods through Podback?

Kerbside - With Kerbside you simply fill your Podback recycling bag with used pods and leave it outside with your other waste and recycling on your normal waste collection day. You get your kerbside recycling bags by registering for this service. Find out if kerbside is available in your area via the checker above

Drop Off - With Drop Off you can take your filled Podback recycling bag to your nearest Collect+ store. Collect+ with local stores around the UK offering a place to drop-off your recycling bags. You will need a label to return your Podback bag. These can be printed at home or in any Collect+ store for free*. Recycling bags for Drop Off are available from participating brand websites and we hope to have these available in supermarkets soon. Please note that all Collect+ stores currently have the facility to print labels in store.

When will kerbside collection be available in my area?

We are in positive discussions with several local authorities, and hope to have more operational soon.

Why aren’t pods currently collected as part of household recycling?

While pods are technically recyclable, because of their size and weight they cannot be easily sorted and processed within the UK’s existing waste infrastructure. We want to make pods as easy as possible to recycle, which is why we have launched Podback.

What is the carbon impact overall of the Podback scheme?

The carbon footprint of the service is very important to us and we are working with our partners to ensure the service is as efficient as possible.

I am in Northern Ireland – can I use the Podback service?

Yes, the service covers the whole of the UK including Northern Ireland.

I am in the Republic of Ireland – can I use the Podback service?

No, the service will initially cover the whole of the UK including Northern Ireland, but we are already looking at how and when we will expand to the Republic of Ireland in the future.

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Pod Journey
How does the recycling process work?

The sorting and reprocessing stages are overseen by ourselves and partners in the UK, meaning we have complete visibility over what happens to our pods. After collection, the coffee pod materials will be separated from the used coffee grounds. The plastic pods are processed to produce high-grade plastic pellets which can be used by manufacturers to produce high-grade plastic items, such as furniture. The coffee grounds go through anaerobic digestion producing a combination of biogas and soil improver. This is an iterative process and we hope as our volumes of collected pods increase, we can make this process even more circular.

Where will the pods be processed and recycled?

Plastic pods will be reprocessed by Roydon in Swinton, near Manchester.

Are the bags recycled as part of this journey?

Recycling bags are recovered and used to create energy.

Why does NESCAFÉ Dolce Gusto using plastic pods when other biodegradable materials could be available?

Our current materials allow our pods to protect the fresh taste of our high-quality coffee by preserving all the complex aromas and flavours, so you can enjoy your perfect cup. The make-up of these materials also allows for a robustness that works with our up to 15 bar pump pressure system to deliver high quality coffee, every time. Did you know we are working with packaging material suppliers to develop plastics made from responsibly managed and renewable resources?

Why have previously-coloured black NESCAFÉ Dolce Gusto pods changed to brown?

Since 2019, we have been progressively changing the colour of the plastic used for our pods from black to brown. We are making this change to improve the recyclability of our pods where facilities exist. The colour change makes it easier for recycling facilities across Europe to sort pod materials accurately, helping to ensure all pods collected for recycling are actually recycled successfully.

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Recycling Bags
I've noticed the recycling bag I receive via webshop has changed. Can I still use my existing pink NESCAFÉ Dolce Gusto recycling bag?

Yes, you can still use any pink NESCAFÉ Dolce Gusto recycling bags you may have on hand to recycle your pods for Drop off. In April 2021, we transitioned to a new recycling bag that has a new colour and design. Compared to the previous bag, we have improved the materials, seals, and artwork to minimize likelihood of bag leakage. Both bags fit 45 used pods that should be drained ahead of placing them in the recycling bag.

Where could I get recycling bags for use with Drop off?​

Drop off recycling bags are currently available free with the purchase of pods from the NESCAFÉ Dolce Gusto webshop. From Summer 2021, recycling bags will become available from retailers. For kerbside recycling bags, if your area is eligible, your local authority will delivery the relevant recycling bags to your home.​

Can I use other/generic bags to return my used pods?

Used pods will only be accepted in designated Podback bags, whether that be at a drop off point, or kerbside collection.

Are the bags recycled as part of the reycling process?

The current recycling bags are not recycled as part of the recycling process due to their contact with liquids, labels and wider materials. The bags are recovered however and used to create energy and we are looking at ways to recycle these in the future.

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Drop Off & Collect+
Where is my nearest Collect+ drop off point?

You can find your nearest Collect+ drop off point at here

I don’t have a printer to print a label at home – what should I do?

Labels can be printed directly from the Collect+ website by clicking here if you use plastic pods. Please note that a new label, with a unique barcode, must be created for each bag you're returning. If you don't have a printer, select the Print in Store option. You will be emailed a barcode, present the barcode to the store assistant using your mobile device. They will print the label for you for FREE.

I use 2 different branded pods; can they go in the same recycling bag?

You can put any Podback-participating brand’s pods in the appropriate bag. The teal-coloured bag marked P is for plastic coffee pods or the white bag marked A is for aluminium coffee pods. If you use both aluminium and plastic pods you cannot put them in the same bag, you will need to use separate bags. This is so they can be sent to the correct reprocessing facility.

Do I need to remove the used coffee grounds before putting them into the drop off bag?

No, the coffee grounds are removed from the pods at the reprocessor. The coffee is then used as a soil improver and to create renewable energy. Please drain any remaining liquid from your used pod before adding it to your recycling bag.

Can I use the Podback kerbside collection bags for drop off? For example, with Collect+?

No. You must use the bags designed for the collection route.

I don't have a Collect+ location near me, can I send my used coffee pods directly to you?

Unfortunately, apart of the Podback Drop Off scheme, we can only pick up used coffee pods via Collect+ locations at this time.

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Kerbside
I use 2 different branded pods; can they go in the same recycling bag?

You can put any Podback-participating brand’s pods in the appropriate bag. The teal-coloured bag marked P is for plastic coffee pods or the white bag marked A is for aluminium coffee pods. If you use both aluminium and plastic pods you cannot put them in the same bag, you will need to use separate bags. This is so they can be sent to the correct reprocessing facility.

Can NESCAFÉ Dolce Gusto pods go in kerbside collection recycling today?

Outer packaging can, but neither NESCAFÉ Dolce Gusto pods or recycling bags can currently be recycled in regular kerbside collection bins. In some local authorities, you can recycle your pods with Podback via the service's Kerbside scheme. For more infomation, complete the recycling checker on this page.

How do I get hold of recycling bags for kerbside collection?

The bags for kerbside are available through the recycle checker above or podback.org. If this service is availabe in your area you will need to register in order to get the bags. You will then be sent a roll of bags for recycling your plastic coffee pods.

Where and when should I put my bags out for collection?

Please review the guidance provided in the by your council and on their website. Each council’s services are run slightly differently and your collection day may differ from another council.

I have finished my supply of kerbside collection bags; how can I get more?

Please follow this link to order an additional roll of kerbside collection bags.

My local council is not in your list for kerbside collection - when will they be able to do so?

We are in positive discussions with several local authorities, and hope to have more operational soon. The set up and roll out of kerbside collections will take time so in the meantime please use our Drop Off collection service.

Do I need to remove the used coffee grounds before putting them into the collection bag?

No, the coffee grounds are removed from the pods at the reprocessor. The coffee is then used as a soil improver and to create renewable energy. Please drain any remaining liquid from your used pod before adding it to your recycling bag.

What happens if I live in a flat?

Please review the guidance provided provided by your local council and on their website. Each council’s services are run slightly differently.

Can I use the Collect+ bags for kerbside collection as well?

No. You must use the bags designed for the collection route.

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Didn't find a solution ?

Call our Customer Service Team on 0800 707 6066