Frequently asked Questions


Getting started

I am already registered with Dolce Gusto, how do I access my account?

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

How do I use my 100 perk points to claim my FREE box of capsules?

I am already registered but have forgotten my password/username.

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

How do you I check my account information?

About the machine

What is NESCAFÉ® Dolce Gusto®?

What is the retail price?

How does the machine work?

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

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

What sets NESCAFÉ® Dolce Gusto® apart from its competitors?

Where is the product produced?

Why did Nestlé® choose De’Longhi as a partner in the NESCAFÉ® Dolce Gusto® project?

How do I start using my machine?

Why do I have to use the control lever on the manual machines?

What does 15 bars of pressure mean?

How do the capsules work?

About the capsules

What capsule flavors are available?

What is the retail price?

What about the milk component of Cappuccino or Latte Macchiato?

How much coffee will consumers need for one cup, where will they be able to buy the coffee capsules and how much will they cost?

Will you produce any other capsule flavors in the future?

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

Is the coffee in NESCAFÉ® Dolce Gusto® capsules a new variant of soluble coffee?

You are using roast and ground coffee in your NESCAFÉ® Dolce Gusto® capsules. Why? Is it because your soluble coffee isn't selling as well, or isn't good enough?

Why do you use plastic material for the capsules?

Why don't you use aluminum instead of plastic?

Could I use the milk capsule to prepare a glass of milk for me or my child?

What about the milk component of Iced Cappuccino?

How do the capsules work?

Here's how it works:

Preparation tips

Can I combine products in other than the suggested way (e.g. use the Cappuccino milk capsule with the Caffè Lungo coffee or prepare a large coffee mug using the espresso capsule) which is recommended for a small cup?

What water should I use to fill the water tank and prepare my beverages?

Could I use the milk capsule to prepare a glass of milk for me or my child?

For preparing Cappuccino or Latte Macchiato you recommend using the milk capsule first. Why?

Why do the milk capsules contain sugar?

Why is the top of my coffee covered with a foam layer?

Should I stir before consuming my Cappuccino or Latte Macchiato beverage?

For how long can I keep the products?

What cups should I use?

Could I reuse a capsule?

Could I leave the used capsule in the machine or should I immediately discard it?

How long does it take to prepare a beverage?

May I use the cold water function to make my coffee and/or milk beverage.

Can I put 2 milk capsules and only 1 coffee capsule to make it milkier? Or 2 coffee capsules and 1 milk capsule?

Can I open the capsule? Do I need to open the capsule first?

Rewards program (perk points)

Are perk points different from reward points?

How do I use my 100 perk points to claim my FREE box of capsules?

Where do I get the product codes from on the box of capsules to earn perk points?

What do I do if a code is illegible or I get an invalid code or already used error?

Can I redeem rewards and have them sent to someone else or another address?

Can I now use my perk points to purchase my order?

How can I check my perk points balance?

Subscription program

I am already a registered with Dolce Gusto, how do I access my account?

Are perk points different from reward points?

If I previously had an account, do I need to create my subscription again?

Do you still offer the 90 day subscription frequency?

How do I create a subscription?

How do I edit and/or pause my subscription?

My Order

What credit cards can I use to pay for my order?

When will my order ship?

Can NESCAFÉ® Dolce Gusto® ship internationally?

How do I find my tracking number?

What should I do if I track my order and there appears to be a problem?

The shipping company returned my order to NESCAFE® Dolce Gusto® after several failed delivery attempts. What should I do?

Can I choose a different shipping method?

Can I have my order shipped to a P.O. Box?

Will I have to sign for the package when it arrives?

Can I order by phone?

After I make my payment online, what will appear on my credit card statement?

Return Policy

What’s the return policy?

Troubleshooting

During beverage preparation coffee/milk is splashing out of the cup.

The beverage is coming out at an angle and not straight into the cup.

Once I finish beverage preparation and stop the machine there is still continuous dripping of product into the cup.

Upon removal of the holder and the capsule from the machine, some water/product drops are coming out from the top of the needle.

It is difficult to remove the capsule holder from the machine at the end of beverage delivery.

Some drops of product are dripping out of the capsule holder as I remove the holder from the machine.

Water/product is dripping out of the capsule after I discarded it in the bin

Water or liquid is leaking outside the machine during beverage preparation

Machine is on with lever selected (left or right) but there is no flow of beverage out of the holder.

I am experiencing no water flow

Why do I sometimes get different foam levels?

My beverage does not taste the same, cup after cup. What do I do wrong?

My beverage is too cold

My beverage is too hot

During beverage preparation the flow is too fast or too slow

The taste of my coffee (Espresso, Caffè Lungo) or my mix (Cappuccino, Latte Macchiato) is too strong or too weak