Nespresso

Q: How long is the Nespresso warranty?

A: All Nespresso machines and Aeroccinos are covered with a 2-year local warranty based on the purchase date. To be eligible for the warranty, you must be a registered Nespresso Club Member in the Philippines.

In such cases, we will collect your Nespresso machine and provide you with a temporary service unit so that you will never miss your Nespresso moment.

For full mechanics of the Nespresso local warranty, you may reach our Customer Relationship Center hotline at 8477-7870 or 1800-10-8477-7870 (toll free) from Monday to Saturday, 9AM-7PM, except on holidays..

Q: How much does a Nespresso machine repair cost?

A: Machine repair costs vary depending on our partner technical team’s assessment of your Nespresso machine. Costs may include service fees, spare parts, and delivery fee.

During the 2-year local warranty period, Nespresso offers the Nespresso Assistance Package for machines that are covered with valid warranty. For machines that are not covered by the local warranty, our Customer Relations team will present you with a quote, where you can decide whether you would like to proceed with the repair of your machine

Q: Does Nespresso capsules have expiration date?

A: They do not have an expiry date, but a best before date. This means that the quality, aromas, and taste remain optimal for no less than twelve (12) months.

We guarantee the aromatic profile of our coffees. Past these twelve (12) months, there might be a small reduction in the aroma intensity in the blends, but the product remains safe for consumption. You can find the best before date printed on each sleeve.

Q: What is the difference between a “ristretto”, “espresso”, and a “lungo”?

A:

• A ristretto is a 25ml shot of coffee (the smallest cup button in some machines). The ristretto capsules contain 5g of coffee of a very fine grind.
• An espresso is a 40ml shot of coffee (the small cup button). The espresso capsules contain 5g of coffee of a very fine grind.
• A lungo is a 110ml shot of coffee (the large cup bottom). The lungo capsules contain 7g of coffee of a courser grind, meaning that more water can be passed through the capsules before you begin to over extract

Q: Customer Relations Center Hotline

A: If you need assistance, please call our Coffee Specialists at +632 8 477-7870 or 1800-10-8477-7870 (toll free) from Monday to Saturday, 9AM-7PM, except on holidays.

Q: Forgot Password

A: You may access your account again by clicking the “Forgot Password” button at the Login Page. You will be asked to input your email address, and an activation link will be sent to reset your password.

Q: What are your payment options?

A: For orders within Metro Manila, payment can be settled in two (2) options:

• Credit Card
• Cash on Delivery

• Credit Card

Q: How do I register my machine on my account?

A: Click on the “Your Account” button at the top of the screen. Select the option “My Personal Information” and click on “Edit” or “Add a Machine”. Select your machine among all the machines listed and enter the details required on the page.

*Note: If you still have trouble registering your machine, please call our Customer Relationship Center at +632 8 477-7870 or 1800-10-8477-7870 (toll free) from Monday to Saturday, 9AM-7PM, except on holidays and we will assist you immediately.

Q: What are your delivery terms?

A: Upon confirmation of payment, Nespresso makes every possible effort to ensure that orders made via www.nespresso.ph are delivered in 1 – 3 working days if within Metro Manila, 10 – 15 working days if outside Metro Manila, and 10 – 15 working days via courier hub pick-up if within Out of Delivery Zones, after order has been confirmed. Working days for Nespresso Philippines are defined as Mondays to Saturdays. You are encouraged to have an alternative representative to receive your order should you be unavailable on the date and time of delivery. This can be done during the checkout process.

If no one is available to receive the order upon delivery, the courier will automatically deliver the next day. If order was still not received, your order will be put on hold* and delivered only until you have confirmed a delivery date with our Coffee Specialists. Customer will be charged P150 to be paid in cash for any 3rd attempt delivery. *Learn more about our Terms and Conditions.

Q: Where can I purchase Nespresso Capsules?

A: You can order online via our website www.nespresso.ph. Just register and create an account to be a member, and once you’re logged in, you can start placing your order of Nespresso capsules.

You can also purchase Nespresso capsules in our official boutiques and pop up stores. To know the exact locations, visit this link https://www.nespresso.ph/store-locator.

*Note: Nespresso machine retailers (Trade Stores in Malls and Appliances Store) only sell machines. They do not sell capsules.

Q: Are you using your own company courier to deliver the parcels?

A: We work with third-party carriers, LBC and QRS, to deliver the Goods nationwide.

*Note: Delivery for orders outside Metro Manila, the lead time is 1-3 working days. If your order doesn’t arrive within 1-3 working days, please call our Customer Relationship Center hotline at 8477-7870 or 1800- 10-8477-7870 (toll free).

Q: What is Novateur Coffee Concepts Inc.?

A: Novateur Coffee Concepts Inc. is a newly formed and wholly-owned subsidiary of Philippine Vending Corporation. We are the official distributor of Nespresso in the Philippines. Our office is located at:

Novateur Coffee Concepts Inc.
2nd Floor Retail Unit 14 & 24
Rockwell Business Center Sheridan
Sheridan Street corner United Street Highway Hills,
Mandaluyong City 1550

You may call us at 8727-4370, or email us at corporate@novateur.ph.

Q: How can I submit a proposal or a sponsorship request?

A: If you would like to collaborate with Nespresso Philippines, you can send an email detailing your request to corporate@novateur.ph. We will contact you if we are interested.

Q: Does Nespresso offer Fair Trade coffee?

A: It is estimated that approximately 6% of the coffee that we purchase is certified Fairtrade, as a number of farmers in our AAA Program are also Fairtrade certified. The core of Nespresso’s commitment to sustainability and farmer welfare is built around the Nespresso AAA Sustainable Quality Program, which incorporates over 63,000 farmers across 13 countries. We understand and respect the responsibility that Nespresso has in creating a sustainable coffee economy, and in embedding our best practice principles throughout our value chain, from coffee cherry to the cup. Unlike the Fairtrade label, which sets a minimum price, Nespresso pays a premium price of 30% to 40% above standard market price, and 10% to 15% above coffees of similar quality. The Positive Cup Program also has goals in the areas of coffee sourcing and social welfare.

To learn more about our AAA Program and other sustainability efforts, please call our Coffee Specialists at +632 8 477-7870 or 1800-10-8477-7870 (toll free) from Monday to Saturday, 9AM-7PM, except on holidays.

Q: How do I register as a member?

A: Go to https://www.nespresso.ph/register or click on the "Register" button located at the top right corner of the page. Fill in your First Name, Last Name, email address and password (minimum 8alphanumeric characters with at least one special character). You will use this email address and password to login to your online account.

Fill up your personal information and address and you will complete your registration. You may now proceed to place your order.

You may also register at our Boutiques and Pop-up stores and you will be assisted by our Coffee Specialists.

If you face difficulties during the registration process, please contact our Customer Care Hotline for further assistance: +632 477-7870 or 1-800-10-477-7870 (toll-free).

Q: Can I order online without an account?

A: You can only place a successful online order when you login your account. No account yet? Register here: https://www.nespresso.ph/register

Q: I forgot my password and cannot login to my account

A: If you have forgotten your password or would like to amend it, please go to https://www.nespresso.ph/lost-password

Enter your email address and a reset password link will be sent to your email. Please note that the reset password link only valid for 72 hours.

If you do not receive this email, please check your junk mail folder or contact our Customer Care hotline for further assistance: +632 477-7870 or 1-800-10-477-7870 (toll-free).

Q: I forgot my email address and cannot login to my account

A: You may send us an email at nespressoclub@nespresso.ph, message us on Instagram or Facebook, or contact our Customer Care hotline for further assistance: +632 477-7870 or 1-800-10-477-7870 (toll-free). Please provide your complete name and contact number you used to create an account so our team can look for the email address you used in our database.

Q: I am creating an account and my password is invalid, what should I do?

A: When creating a password please ensure you use minimum 8 alphanumeric characters with at least one special character.

Q: How do I register my machine online?

A: Click on the “Your Account” button at the top of the screen. Select the option “My Personal Information” and click on “Edit” or “Add a Machine”. Select your machine among all the machines listed and enter the details required on the page.

Q: How can I change my delivery and/or billing address?

A: You can amend your address via your online account. When you log in via https://www.nespresso.ph/ click on the “Your Account” option at the top of the screen. Select the option “My addresses”. Click the “Edit button under Billing Address and Shipping Address to update your account.

Alternatively, you can amend your address while placing an online order. When placing your order, you are provided with an order details and delivery address after you click on "Proceed to checkout". The delivery and billing address(es) are given at the top. You can fill this up based on the delivery address where you want your order to be shipped and the billing address you want to reflect in your sales invoice.

Q: I encountered captcha error upon registration, what do I do?

A: If you failed to register due to a cache issue, please reload your browser or register using a different browser. If the same error exists, please use incognito mode on Google Chrome or Private browsing mode on other browsers. You may also clear your cache to avoid captcha errors. If you face difficulties during the registration process, please contact our Customer Care hotline for further assistance: +632 477-7870 or 1-800-10-477-7870 (toll-free).

*Note: If you still have trouble registering your machine, please call our Customer Relationship Center at +632 8 477-7870 or 1800-10-8477-7870 (toll free) from Monday to Saturday, 9AM-7PM, except on holidays and we will assist you immediately.