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FAQs

At Dolce Gusto®, we’re passionate about giving you the best possible service, so you can get the perfect coffee shop experience in your own home. That’s why we’ve created these FAQs to provide you with all the answers to your general queries.

If you are unable to find the answer to your question please contact us here

My Order FAQs

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

  • 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

If you can’t 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.

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.

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

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.

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

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 the NESCAFÉ Dolce Gusto® hotline free on 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.

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.

Delivery FAQs

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

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

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.

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.

My Account FAQs

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.

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’.

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.

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

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.

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:

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

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.

Subscription FAQs

Online subscription is designed to make your NESCAFÉ Dolce Gusto® experience easier, saving you the hassle of having to plan your shopping list in advance. Your chosen coffee pods will be delivered to your door monthly, within a month and 3–5 days after the date of your first order.

If you have an existing NESCAFÉ Dolce Gusto® account, then simply login with your username and password. Go to the ‘Subscriptions’ tab and select between 4–9 boxes of your favourite drinks. Then enter your delivery details, followed by your card details. Easy!

Starting from your second order, if you purchase up to 5 boxes of coffee pods (each have 16 coffee pods inside), you will receive a 5% discount on your order. Starting from your second order, if you purchase 6 boxes of coffee pods or more, you will receive a 10% discount on your order which will be automatically applied

The 5 or 10% discounts are only applied upon the second delivery of your subscription orders.

Your order must contain a minimum of 4 boxes and a maximum of 9 boxes to be processed.

Yes, simply visit ‘My Account > My Subscription > edit’ to change your order. You can change the products in your subscription as much as you like. Please note that the next order will trigger on the same calendar day as the original subscription. Any orders that have been processed before the change/cancellation will still be dispatched.

At this time, subscriptions can be ordered on a monthly basis only. Your delivery will arrive every month within 3–5 days after the date of your first order, so you don’t have to worry about running out.

Yes, simply visit: My Account > My Subscription > Pause next to the subscription you would like to pause. It can be reactivated at any time, but please note that the next order will trigger on the same calendar day as the original subscription.

You can cancel your subscription at any time. Go to: My Account > My Subscriptions > Delete next to the subscription you would like to cancel. Deleting a subscription is a permanent instruction, but you can start a new one at any time.

Please note: any orders that have been processed before the change/cancellation will be still dispatched.

Click, ‘Login’ then click the ‘My Account’ tab and then ‘My Subscriptions’ on the drop–down arrow.

Login to your account and go to ‘My Subscriptions’. And then click on your order. Once you have selected your order, click ‘payment details’ and here you can amend your payment to your new card.

Alternatively, contact our hotline free on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

If this happens, you’ll receive an email instructing you how to amend your payment card details. Alternatively, you can follow these steps:

  • Login to your Dolce Gusto account
  • Go to ‘My Account’
  • Select ‘My Subscriptions’
  • Click ‘Show Details’, located underneath the edit button
  • This will take you to the ‘My Subscription’ page, from here you can scroll to the bottom and select ‘Payment Details’.
  • Once you’ve followed the above steps, you’ll be taken to a screen where you can amend the details of your current saved card.

This applies to your first order only, after your subscription will be dispatched within a month and 3–5 days of the date of your first order.

Your first order can be delivered any day from Monday to Saturday. The following monthly orders will be delivered around the date of the first delivery you made. E.g. if your first order was made on 2nd August, the next delivery will be a month and 3–5 days after this.

Orders can be delivered on Saturdays. However, since orders are delivered approximately 4 weeks after your first order is placed, your delivery may not always fall on a Saturday.

  • Login to your account using your set username and password
  • Select the ‘My Account’ tab and then ‘My Subscription’ on the drop-down arrow
  • Click ‘Show Details’, then scroll down to the bottom of the page, this is where your address details are located
  • Select ‘Edit’ next to the address you want to change.
  • If it’s a new address you’re adding, select ‘Here’ from the text at the bottom of the pop–up box, then follow the instructions to add your new address.

Please note that it is the delivery address for subscription orders that will be changed, not on delivery for standard, non–subscription orders.

Your order should arrive within a month and 3–5 days of the date that you placed your first order. If it has not arrived by this time then please call our hotline free on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.

You can pause your order before you go away by visiting ‘My Account > My Subscription > Pause’ next to the subscription you would like to pause. Pausing a subscription will miss one monthly cycle. If you reactivate your subscription when you return, your next order will trigger automatically in the following calendar month.

Both magnum packs (boxes with 30 pods) and Limited–Edition variants are not available for subscription, but they are available on the webshop as part of a non–subscription order.

If your favourite pod is not available, you can pause your subscription and then reactivate it when it comes back in stock. You will receive an email informing you that the pod has been restocked.

No, coffee pod subscription is an online exclusive only.

Flash Sales FAQs

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. Magnum and Bundle packs are excluded from this offer.

Please ensure that your basket is empty before making use of this offer. Ensure your basket contains exactly 10 standard boxes of capsules before proceeding to the checkout, 12 & 16 capsule packs inclusive. 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.

Once you select 10 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.

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.

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

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.

Win Breakfast Promotion FAQs

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

Unique codes from the following products are eligible for this promotion: Americano (12 pods, 16 pods, 30 pods), Americano Intenso (16 pods), Americano Smooth Morning (16 pods), Americano Bold Morning (16 pods), Café au Lait (16 pods, 30 pods).

If you’ve got another pod flavour, you could still win 10 boxes of coffee every month. Just enter the code from inside any NESCAFÉ Dolce Gusto® pack for a chance to win!

Entrants may enter the promotion as many times as they wish, provided they use a new, unique code from an eligible NESCAFÉ Dolce Gusto® pack for each further entry into the prize draw(s).

Good news! Your Americano/Café au Lait code will automatically be entered into both draws; you don’t need to do anything else

Winners will be notified by email within 7 days of each relevant draw closing. If you have not heard from us, unfortunately you have not won, but you can always enter the next draw with any unused codes. See the ‘Winner Selection and Notification’ section in our terms and conditions for full details

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

To enter without purchase in Northern Ireland only, participants must send their details by post. A promotional code will be provided via email for each stamped, mailed envelope, which can then be entered at www.dolce-gusto.co.uk. Please see Point 7 in our terms and conditions for the address and full details.

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.

Yes, you can use codes from boxes you have previously purchased that have not been used for any other promotion. Each code may only be used once to enter.

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.

COVID-19 FAQs

Yes, you can still place orders with us.

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.

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/

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

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.

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/

Win Your Morning Coffee for a Year 2020

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.

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

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

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.html

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.

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.

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.

Please contact our Consumer Services team who will be able to help you. You can find our contact details here: https://www.dolce-gusto.co.uk/contact-us.html