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FAQs and Support?

Have a question about the project or how to participate? We’re here to help 5 days a week, Monday through Friday, from 9am to 5pm. And don’t worry - if you contact us out of hours, we’ll be sure to respond the following day.

Please do make sure to check the FAQ below before contacting us, since your question may be answered there.

By phone: 0800 707 6066

By email: dolce-gusto@uk.nestle.com

Frequently Asked Questions...

List of questions (please click on each question to be taken to the relevant FAQ):

Q. Who can sign up for the Nescafé® Dolce Gusto® coffee and milk pod recycling project?

A. This pilot project is engaging with Nescafé® Dolce Gusto® customers in the Bracknell Forest Council area. If you are a Nescafé® Dolce Gusto® customer in and you pay your council tax to Bracknell Forest Council, you will have received an email inviting you to participate and directing you to this site. If you are not a resident of this area and you do not pay your council tax to Bracknell Forest Council, you are not eligible to participate at this time. To confirm your participation, please click here.

Map

Q. I have registered but haven’t received an email.

A. Please check your junk/spam email folder. If the email isn’t there, please contact our consumer services team at dolce-gusto@uk.nestle.com.

Q. What kind of packaging is acceptable?

A. The programme will ONLY accept Nescafé® Dolce Gusto® pods. If other pod brands, or other non-related items, are included within the recycling bags, you will be removed from the scheme and advised accordingly.

Pods

Q. Why does the trial only accept Nescafé® Dolce Gusto® pods?

A. Nescafé® Dolce Gusto® pods are made of specific materials that our project recycling partner is set up to receive. Other pods can be made of different materials or material combinations, which our partner is not currently set up to receive.

Q. I’ve lost my instructions – how can I get new ones?

A. You can find a copy of the instructions here.

Q. I’ve run out of bags/lost my bags/have a problem with my bags – how can I get more?

A. We’ll be happy to send you new bags or help you with any problems that you have – just contact us at dolce-gusto@uk.nestle.com.

Q. I’ve filled my bag with Nescafé® Dolce Gusto® pods – what do I do now?

A. Please seal your bag of recycled pods shut and place them on top of or next to your blue recycling bin for collection at kerbside. Please do not put your collection bags inside the blue bin to make it easier for the recycling crews to collect and sort them.

Q. When is the bag considered “full” of pods?

A. When you reach the “fill to here” line found on the bags. Please do not fill your bag beyond this line.

Q. Can I give some bags to friends/family?

A. The trial is only open to registered participants in the Bracknell Forest Council area. If you have friends or family interested in participating in the trial and they live in the Bracknell Forest Council area they can register on the trial website. If they live outside the Bracknell Forest Council area they will be contacted after the trial if we decide to extend the trial to other areas.

Q. Which day should I put my Nescafé® Dolce Gusto® pods out for recycling?

A. Your Nescafé® Dolce Gusto® pods will be collected on the same day your blue recycling bin is normally collected – just place them in their bag, seal it, and put it on top of your blue recycling bin with the rest of your recycling. If you are unsure about which day to put your blue recycling bin out to be emptied please enter your postcode on the Bracknell Forest Council website waste and recycling collection days page here.

Q. What if my bag is not collected?

A. Please contact us at dolce-gusto@uk.nestle.com and we will look into the reason why your bag was not collected and get back to you.

Q. My blue bin was stolen – what should I do?

A. Please place the bag of pods alongside the other items you are putting out to be collected for recycling.

Q. What happens to the Nescafé® Dolce Gusto® pods I send in?

A. Every item of waste received through our Nescafé® Dolce Gusto® recycling programme will be recycled into new products such as benches and fences, and compost.

Q. Why is the Nescafé® Dolce Gusto® pod recycling trial taking place in the Bracknell Forest Council area?

A. There are a relatively high number of Nescafé® Dolce Gusto® customers in the Bracknell Forest Council area, making it easier for us to set-up and run a trial with hundreds of customers in a reasonably manageable geographical area.

Q. What will my thank you gift be?

A. The thank you gift will be a Nescafé® Dolce Gusto® Travel Mug.

Q. My circumstances have changed/I have moved out of the Bracknell Forest Area/I no longer want to be a part of the trial; what should I do?

A. Please contact the consumer services team at 0800 707 6066 or dolce-gusto@uk.nestle.com and they will remove you from the trial.

Q. What happens when the trial ends? Can I continue to recycle my pods?

A. This trial is helping us to understand the best ways to collect and recycle your used Nescafe® Dolce Gusto® pods in the future. We will keep you informed about how the results from this trial will affect future collections and recycling.

Nestlé UK reserves the right to substitute the stated for an alternative item of equal or greater value in the event of sufficient stock of the Travel Mug not being available.

Q. Why are Nescafé® Dolce Gusto® pods not recyclable at the moment?

A. Although some limited facilities do exist to recycle some pods, there is currently no infrastructure for Nescafé® Dolce Gusto® pods to be collected or recycled in the UK. The pods are small and made of a combination of different materials, which makes them difficult to recycle through the usual recycling process. The purpose of this trial is to find a solution to both of these problems.

Q. What alternatives are there to recycling?

A. In some cases, to collect used coffee pods and recover energy from them can have a lower environmental impact than recycling them, as they are made from plastic and contain coffee grounds, which also have a high calorific value. The purpose of this trial is to test new ways to collect and recycle your Nescafe® Dolce Gusto® pods and use them to create new products.

Q. Are my Nescafe® Dolce Gusto® collection bags recycled?

A. Yes, your bags are recycled alongside your used coffee pods.

Q. If I can’t find the answer to my question here, what should I do?

A. Please give us a call or send us an email - we’re here to help 5 days a week, Monday to Friday from 9am to 5pm. If you contact us out of hours, we’ll be sure to respond by the following day.

Phone: 0800 707 6066

Email: dolce-gusto@uk.nestle.com

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