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Frequently asked Questions


Getting Started

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

All you need to do is click here. You can successfully register in just a few clicks. You may contact NESCAFÉ® Dolce Gusto® Consumer Services 2179 8999 for further enqiuries.

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

Please check in your junk mail folder. If you can’t find the email, you may contact NESCAFÉ® Dolce Gusto® Consumer Services 2179 8999.

I cannot click on the link from 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.

Is your website secure?

Online payment service is provided by PayDollar. Customers' payment details are securely transmitted to the acquiring bank, card and payment companies for real-time transaction authorisation using Extended Validation Certificates (EV) SSL transaction encryption.

How do I claim my 1 year warranty after I have bought a new machine?

To claim your 1 year warranty, simply register your machine serial number at the bottom of your machine on this website, 1 year warranty will be automatically given. You can also call NESCAFÉ® Dolce Gusto® Consumer Services 2179 8999 for registration.

If you’ve already registered on the NESCAFÉ® Dolce Gusto® website but didn’t buy your machine, you can buy it at any time and register your machine after you have bought your machine

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 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. If you are still having problems please consult your relevant technical help team.

Machine Enquiries

Where can I buy NESCAFÉ Dolce Gusto machines?

NESCAFE® Dolce Gusto® machines are available from our online shop here

You can also buy from leading supermarkets and electronic stores. 

You can find your nearest stores by clicking Store List.

Where is NESCAFÉ® Dolce Gusto® coffee machines manufactured in?

NESCAFÉ® Dolce Gusto® coffee machines are engineered in Switzerland and made in China.

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 your point of purchase for a replacement or contact NESCAFÉ® Dolce Gusto® Consumer Services 2179 8999.

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.

How often should I descale my machine?

It is recommended you should descale your machine every 3-4 months or 900 uses.

How should I clean my machine?

It is recommended that you should clean the drip tray, capsule holder and capsule bin daily by either putting into washing machine or under clean water while water tank requires a milk bottle brush to clean.

It is also recommended to clean the extraction head once a week. 

Please refer to the user menu for detail descaling process.

How should I descale my machine thoroughly?

It is recommended to use the descaling kit to descale your machine. 

The descale kit is available on our online shop.

For the descaling process or any related information, please refer to the user manual attached with the machine.

Capsule enquiries

Where can I buy capsules?

NESCAFE® Dolce Gusto® machines are available from our online shop here. You can also buy from leading supermarkets and electronic stores.

You can find your nearest stores by clicking Store List.

Can you use other coffee capsules or only NESCAFÉ® Dolce Gusto® capsules?

Only NESCAFÉ® Dolce Gusto® coffee capsules are suitable for use with this machine. 

They are the only capsules that fit and that correspond to the high quality requirements for this system.

Where are NESCAFÉ® Dolce Gusto® capsules manufactured in?

Please refer to NESCAFÉ® Dolce Gusto® capsules packaging for detail information.

Once you’ve placed your order

I’m not sure if my order has gone through.

If it has gone through, we will send you an email confirming we have received your order. 

Be sure to check your email junk mail folder and add NESCAFE® Dolce Gusto® to your safe sender list.

If you need any further help please call the NESCAFÉ® Dolce Gusto® Consumer Services 2179 8999.

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

When you order products on our website, shipping address will default to the address that you provided during member registration. You can edit your address in the payment menu.

If you are not at the delivery address to receive the goods, we will arrange second delivery again after contacting you via phone (maximum two times) and email (maximum two times) within three days. 

If you are still not approachable, the goods will be stored for three months. Order will be cancelled automatically and no refund will be made if no further action is advised by you. 
Please re-order via the online shop.

Where is my order/when will it arrive?

Your order will usually be despatched within three to five working days after placing the order, subject to availability of stock. (Special or remote areas may require a longer delivery time)

If your order hasn't arrived within 10 days, please call NESCAFÉ® Dolce Gusto® Consumer Services 2179 8999.

I am not satisfied with my order.

If you are not satisfied with the products after delivery, you can call NESCAFÉ® Dolce Gusto® Consumer Services 2179 8999 within 7 days after delivery.

Managing your account

I have forgotten my password.

Please remember that your username and password are case-sensitive.

To reset your password
• Click on ‘Forgot Password’at the top right corner of the navigation bar
• Enter your username and 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.

I want to change my account details.

To change your details, please login with your existing username and password. 

Then roll over ‘My NESCAFÉ® Dolce Gusto® ’ at the top of the page and click on Profile & account. 
You can also call NESCAFÉ® Dolce Gusto® Consumer Services 2179 8999 for more details.

I’ve changed my email address – what do I do?

It’s quick and easy to change your email address on the NESCAFÉ® Dolce Gusto® website.
• Once you’ve logged in, click on ‘Profile & account’.
• Click the ‘EDIT’ button which is beneath your personal information.
• Edit your email address (as well as any other personal information).
• Ensure you click on the submit button at the bottom of the page (not the one on the right hand side of the page)

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

To unsubscribe, please login with your existing username and password. 

Then roll over ‘My NESCAFE® Dolce Gusto® ’ at the top of the page and click on Profile & account and click unsubscribe.

How do I withdraw NESCAFÉ® Dolce Gusto® member?

To cancel membership, login with your existing username and password. 

Then roll over ‘My NESCAFE® Dolce Gusto® ’ at the top of the page and click on Profile & account and click withdrawal. 
Your withdrawal application will take one day for taking effect.

Placing an order

How do I place an order?

• Login using your username and password.
• Go to the NESCAFE® Dolce Gusto® Online Shop.
• Select the quantity of the item you want then click on the little trolley icon next to it.
• When you’ve finished shopping, click on the ‘Check out’ button.
• 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 and click on ‘Update’ to update your basket.
• Click on ‘Address’ once you’re happy with your order and follow the online instructions.

What cards can I use to pay for my order?

We currently accept Visa, MasterCard Credit Card. 

We are sorry that we cannot accept any other payment method at present.

Why do I have to pay for postage on my order?

We’re sorry if you are disappointed with the amount of your postage contribution. We feel that our online shop offers excellent value for money, with a cost of HK$50 for orders under HK$800.

We contribute towards the total postage costs and you can be assured that we do our best to keep any charges to a minimum. Remember, if your order value is HKD $800 or over, postage is free.

The postage is charged by every product with individual postage, or charged by each order as a whole?

Postage is charged by each order as a whole, and only be charged when you spend less than HKD $500 in each order.

My payment has not gone through. Why is this?

Please try again, taking particular care with these points on the payment options screen:
Credit Card: Please make sure you are using a Visa, MasterCard credit card.
Name on credit card: Please type this exactly as it appears on your card.
Credit card number: This is the 16-digit number across the middle of your card. It is important to enter this with no spaces.
Expiry Date: Use the drop down boxes to select the correct month and year of expiry.
3 digit security code: This is the last 3 digits from the signature strip on the back of the card.

If you are still not able to submit your order, please call the NESCAFÉ® Dolce Gusto® Consumer Services 2179 8 999 for further enquiries.

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 temporarily out of stock. Please call the NESCAFÉ® Dolce Gusto® Consumer Services 2179 8999 for further enquiries.

Do you deliver outside Hong Kong?

We currently only deliver to addresses within Hong Kong and Macau.

Can I order by post / over the phone?

No, you can only order online. You can also buy our products at the following locations, for more details, please click Store List.