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Frequently asked Questions


About the machine

What is NESCAFÉ?

NESCAFÉ is the #1 coffee brand in the world. It is owned by Nestlé.

What is NESCAFÉ Dolce Gusto®?

There’s a new standard of excellence when it comes to your morning coffee. With NESCAFÉ Dolce Gusto’s professional-grade pressure-based coffee and espresso machine, the flavor and aroma of your coffee takes center stage, kickstarting the day with your ideal cup.
NESCAFÉ Dolce Gusto® is a professional-grade pressure based coffee and espresso machine that uses a patented smart capsule system that produces high-quality coffee, espresso and coffeehouse specialty drinks.
NESCAFÉ Dolce Gusto® is a joint venture between Nestlé and De’Longhi, combining the expertise and history of NESCAFÉ coffee making with the hallmarks of De’Longhi precision, engineering and technical perfection. As the world leader in espresso machine sales, De’Longhi is the ideal partner for the NESCAFÉ Dolce Gusto® project.


What sets NESCAFÉ Dolce Gusto® apart from its competitors?

NESCAFÉ Dolce Gusto® is raising the bar on morning coffee. 
NESCAFÉ Dolce Gusto® was created to help you get the most out of every morning — even if you only have a minute.  Make every morning better than the one that came before. With our coffee and espresso machine’s professional-grade pressure, you can enjoy 20+ varieties of bold coffees, rich espressos, frothy cappuccinos, and more – every day. Stimulate your senses, and discover what your morning coffee can be.
NESCAFÉ Dolce Gusto® a new standard of excellence
The extensive worldwide experience of NESCAFÉ in the overall coffee market created a clear joint venture with De’Longhi, a leader in the coffee machine industry. Leveraging these strengths, the NESCAFÉ Dolce Gusto® system allows for a broad range of both hot and cold coffee’s, espresso’s and specialty beverages to be prepared, offering you greater choice and convenience than many existing machines. We are one of the only machines that can give you frothy milk quickly, from a pod with minimal clean up or rinse cycle required.
NESCAFÉ Dolce Gusto® Quality and Performance
Smart Capsule technology is what makes NESCAFÉ Dolce Gusto completely different from other machines.
Other single serve coffee machines only run hot water through the coffee grounds in a pod, leaving your optimal cup of coffee in the grounds. Our patented smart capsule keeps freshness locked-in, and optimizes the pressure for every drink, every time. With our micro-customization, scroll bar feature you have ultimate control to vary the strength or the size of your coffee to create your ideal coffee experience.
Our quality sourced beans are creatively blended and roasted by our expert coffee creators, sealed for freshness in our patented Smart capsules, and delivered to your cup in one minute or less.

What is the difference between NESCAFÉ Dolce Gusto® and competitive machines?

There are many single-serve coffee makers out there, but NESCAFÉ Dolce Gusto is truly unique. A leading consumer review magazine has rated NESCAFÉ Dolce Gusto® the #1 single serve coffee machine. The award-winning NESCAFÉ Dolce Gusto® is a single serve, coffee and espresso machine with a professional-grade pressure-based system that extracts the ideal flavor, aroma and body from the coffee to create superior tasting coffee and coffeehouse beverages.
We are the only machine that can give you frothy milk quickly, from a pod with minimal clean up or rinse cycle required. We are also the only coffee and espresso machine that can brew both hot and cold.

What makes the NESCAFÉ Dolce Gusto® machine professional grade?

NESCAFÉ Dolce Gusto® machine uses a professional grade, 15 bar pressure system to extract the ideal flavor, aroma, and body to create a richer, bolder cup. The technology built into the machine is just like what the professionals use in coffee houses. Most single serve coffee machines use 1 to 2 bars of pressure, simply running hot water through grounds.

The smart capsules automatically calibrate the correct amount of pressure for each individual drink – less pressure for chococino and frothy milk, varying pressure for coffee varieties and higher pressure for full-bodied espresso. 
Our smart capsule also keeps your coffee fresh until the minute you brew.

What does 15 bars of pressure mean?

Fifteen bars of pressure refers to the barometric pressure that builds up inside every smart capsule. And 15 bars is like being 500 feet underwater! This pressure is comparable to professional coffeehouse machines and significantly greater than most single-serve coffee machines on the market.

It is because of this pressure that you will notice a fine golden crema on each of our espresso and coffee drinks and the velvety frothy milk that accompanies all our specialty drinks.

About the pods

How do the pods work?

Our patented smart capsule keeps freshness locked-in, and optimizes the pressure for every drink, every time.
Here’s how it works:
When a pod is inserted, a needle punches through the pod seal. Water enters the pod and pressure begins to build, pushing the water evenly through the coffee.
As the pressure builds to its optimum level to maximize flavor, the seal at the bottom of the pod is broken and the coffee begins to flow into the cup.

Why do you use plastic material for the pod?

In this particular case, plastic was the most appropriate material for producing the pods. The NESCAFÉ Dolce Gusto® pod most effectively protects the coffee while in transit from production to consumption. It ensures that the product reaches you while still at top taste quality, which is maintained for a period of one year. It also has tamper-safe features as well as providing optimum convenience while ensuring that you enjoy the best-quality coffee from your NESCAFÉ Dolce Gusto® machine.

Why don’t you use aluminum instead of plastic?

Nestlé uses all types of materials for different purposes. In this particular case, plastic was the most appropriate material for producing the pods.

How much caffeine is in each of the drinks?

  • Specialty Coffee :
     - Cappuccino : 107 Mg Caffeine
     - Cappuccino Skinny : 90 Mg Caffeine
     - Latte Macchiato : 85 Mg Caffeine
     - Vanilla Latte Macchiato : 83 Mg Caffeine
     - Caramel Latte Macchiato : 83 Mg Caffeine
     - Latte Macchito Skinny : 83 Mg Caffeine
     - Mocha : 45 Mg Caffeine
     - Cappuccino Ice : 35 Mg Caffeine


  • Coffee Drinks :
     - Caffe Grande Intenso : 130 Mg Caffeine
     - Espresso Intenso : 115 Mg Caffeine
     - Grande Mild : 106 Mg Caffeine
     - Light Roast : 106 Mg Caffeine
     - Medium Roast : 103 Mg Caffeine
     - Café au Lait : 92 Mg Caffeine
     - Lungo : 89 Mg Caffeine
     - Espresso : 80 Mg Caffeine
     - Lungo decaffeinato : 1 Mg Caffeine


  • Non-Coffee Drinks
     - Chai Tea Latte : 34 Mg Caffeine
     - Nestea Peach Iced Tea : 9 Mg Caffeine

What is the retail price of the pods?

The recommended retail price is $9.49 for 16 pods. For those varieties utilizing a separate milk pod, the box will contain 8 milk pods and 8 coffee pods, equating to 8 cups/ servings.

Where is the product produced?

The NESCAFÉ Dolce Gusto® coffee pods are produced either in the UK, Spain or Germany, depending on the variety.

Can you tell me more about the milk used in your specialty drinks?

NESCAFÉ Dolce Gusto® milk pods contain whole or nonfat milk.
How it works:
Simply insert the milk pod (white color pod) into the pod holder.  Heated water flowing through the pod under pressure will produce the frothy milk that makes our Cappuccino and Latte Macchiato so authentic.  Many people find that making cappuccino with fresh milk at home from a steam pipe or frother is too complicated and messy.  Our system is the easiest way to get a delicious and authentic Cappuccino or Latte in under a minute.

Can I use other coffee pods with these machines or only NESCAFÉ Dolce Gusto® pods?

The machine is specially designed to work with NESCAFÉ Dolce Gusto® coffee pods.

Does NESCAFÉ Dolce Gusto® use soluble coffee?

Only Cappuccino Ice, Mocha and Café au Lait pods contain soluble coffee.

Can pods be reused?

A pod should never be used more than once. Please always remove and discard the pod once beverage preparation is complete and the light stops blinking.

Can I use the milk pod to prepare a glass of milk for myself or my child?

The milk pods contain either whole milk or nonfat milk powder and some are slightly sweetened with sugar (see box for nutritional info). They have been developed to be perfect for the preparation of coffee- and hot cocoa-based beverages (Cappuccino, Latte Macchiato and Chococino) and are not intended for replacement of regular milk.

What type of milk is used?

Drinks are made with whole milk.
The Skinny Latte and Skinny Cappuccino are made with nonfat milk. 

Are there non-milk options such as soy or almond milk?

Currently, our milk pods are made of (powdered) cow’s milk. A soy option is available in international markets, but this variety is not available in the US yet.

Is there a variety pack?

No, Nestlé does not offer a variety pack yet, but it is something that we’re working on.

Is NESCAFÉ Dolce Gusto® Instant Coffee?

In most cases, no. Our beverages are made with high quality roast & ground coffee. There are only 2 products in our line that use instant coffee – Iced Cappuccino, Mocha, and Café au Lait.

What are espresso drinks?

With the exception of our Coffee blends (Light, Medium and Dark roasts, Café au Lait, Grande Mild and Grande Intenso), all of our drinks are Espresso or Espresso-based. Espresso refers to the coffee grounds, which are ground finer and the system utilizes the 15 bars of pressure to extract the optimal flavor, aroma and body from these grounds.

Americano is made of entirely of rich espresso with a mild, smooth flavor, whereas Espresso Intenso has a more robust flavor and bolder experience. 

Our Specialty Drinks are “layered drinks” that are frothy and milk-based. Cappuccino and Latte Macchiato (for example) are made of frothed milk and a shot of rich espresso.  When you brew the milk first, the espresso forms a layered effect.

Preparation tips

How do I start using the machine?

We believe in no mess, no fuss so beverages are made in a few simple steps.
First, choose the beverage.
Then refer to the dosing instructions on the carton or pod for specifics.
Secondly, brew the beverage:

  • Turn machine on, wait until light glows green.
  • Pop the pod into the pod holder. (For drinks
    requiring two pods, complete the steps below using the
    milk pod first, then repeat using the espresso or tea pod.)
  • Lock the handle down.
  • Simply use the scroll wheel to follow the suggested dosage level on the pod
    or customize the drink to a specific strength.

Thirdly, lift up the handle.
Finally, dispose of the pod.
Please visit our Coffee Maker Demo Videos for a demonstration.

Can I combine products in ways other than suggested?

Nestlé product specialists have developed each recipe to deliver the ideal product when used as recommended. That said, individual tastes and expectations can vary and we encourage you to find your ideal cup.  We also have many fun recipes and usage occasions on our social media sites.  Please visit us:
https://www.pinterest.com/dolcegustousa/
https://www.facebook.com/nescafedolcegustous/
http://blog.dolce-gusto.us/

What type of water should I use to fill the tank when preparing beverages?

Bottled/purified water is recommended, as tap water is more likely to cause calcium and mineral buildup. If tap water is used, it must be free of odors that might alter the taste of drinks. Refer to the System Manual for info on water hardness and the impact and frequency of descaling. Refrigerated water also should not be used, as this might impact the temperature of the beverage.
Please always use fresh water and replace water if the system has not been used for an extended period of time.

For preparing Cappuccino or Latte Macchiato, why is it recommended that I use the milk pod first?

By using the milk pod first and then the coffee pod, the foam of the final beverage remains a frothy white. This is the authentic way of preparing these beverages. If the opposite is done, the foam becomes brown, although it won’t cause an issue with the taste.

Why do the milk pods contain sugar?

Some of the milk in the pod is slightly sweetened (see nutritional values on the box) in order to deliver perfectly balanced taste and to add convenience for you. Additional sugar may be added to achieve desired sweetness.

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

The foam layer covering our coffee beverages is called crema and is the result of thorough extraction of the coffee contained in the pod by hot water delivered at elevated pressure. Crema is a widely recognized sign of high-quality coffee, and you can easily test the crema strength by smoothly depositing granular sugar on the crema layer. If crema is good, sugar will take several seconds before sinking under the crema layer.

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

The successive addition of milk first and coffee second results in the authentic layered beverage (white milk in the bottom of the cup, brown coffee in the middle, white milk foam on the top). Some people prefer to consume without stirring, which leads to a changing experience during drinking. Others prefer to stir in order to have a homogenous taste from start to finish. It is up to you to experiment and find the most enjoyable way.

How long can the products be kept?

The expiration date for the product is printed on the box. The freshness of the product is assured for up to 12 months from the production date. This is achieved by hermetically sealing the product in the pod - an oxygen free environment. The only precaution is to keep the pods in a dry, clean place away from heat or direct sunlight.

What cups should be used?

The machine has an adjustable cup support to fit almost any cup or mug you choose.

Can the used pod be left in the machine?

Once beverage preparation is complete and the light stops blinking, the pod should be removed and discarded.

How long does it take to prepare a beverage?

NESCAFÉ Dolce Gusto® puts advanced technology at your fingertips — with the touch of just one button, you can brew your ideal cup in one minute or less depending on the size of the beverage and how many pods are required: Espresso takes less than 30 seconds, while a Cappuccino, which requires the use of two successive pods, will take about a minute.

Can I use the cold water function to make any beverage in the range?

We currently offer an Iced Cappuccino and Peach Iced Tea if you prefer iced beverages.

Should I open the pod first?

No, the pod must not be opened (please follow the instructions in the User Manual).

Website and Order Information

What are your Terms of Sale?

Please find our Terms of Sale at dolce-gusto.us.

How do I register my machine?

What if I forgot my password / username?

Please remember that your username is your email address and your password is case sensitive. To reset your password, go to "My Account" and click "Forgot your password?". An email will be sent to you to reset your password. Please note, that unfortunately, if you have forgotten your username (email address), you will need to create a new account.

How do I check my account information?

Click the "My Account" button on our homepage. Enter your username (email address) and password into the form provided and click 'Log in'. You will then be shown all of the details we have for your account.

What credit cards can be used to pay for orders?

We accept American Express, Discover, MasterCard and Visa. Debit cards or prepaid cards are gladly accepted, but should feature the logo of one the accepted credit card companies above.

When do orders ship?

Nescafé® Dolce Gusto® does its utmost to ensure deliveries within 3-5 working days after receipt of an order. Some areas of the country, such as Alaska and Hawaii, will take additional working days for the order to be delivered.  Deliveries can only be made to the US locations specified on this website.

Can NESCAFÉ Dolce Gusto® ship internationally?

Unfortunately, we do not ship outside of the United States. We do not currently ship to US Territories, P.O. Boxes, or APO/FPO addresses. NESCAFÉ Dolce Gusto® is available in a number of countries worldwide. Please visit www.dolce-gusto.com for information on specific countries.

How do I create a subscription?

You may create a subscription by visiting our Subscription section on our website.

How do I edit and/or pause a subscription?

You may edit a subscription by visiting our Subscription section on our website.

How do I get my tracking number?

A tracking number will be emailed to you with the shipping confirmation. Please call our Consumer Services for further assistance. We’re 100% committed to your ideal cup and available via call/text, 24/7 at (800) 745-3391

What if there is a problem with my tracking number?

If there is an issue with a tracking number, please contact us anytime via email using our Contact Us page or via phone or text 24/7 at (800) 745-3391. We’re 100% committed to your ideal cup!

What if the shipping company returns an order to NESCAFÉ Dolce Gusto® after several failed delivery attempts?

If your package has been returned as a failed delivery, please contact us anytime via email using our Contact Us page or via phone or text 24/7 at (800) 745-3391

Can I choose my shipping method?

Yes, there are two shipping options to choose from: UPS Ground or UPS 2nd Day Delivery. For further information, please review our Shipping Policy.

Can orders be shipped to a P.O. Box?

No, orders cannot be shipped to a P.O. Box.

Do I need to sign for packages when they arrive?

No, we do not require signature confirmation upon delivery. However, delivery discretion is up to the carrier.

Can orders be placed by phone?

Yes, please call Customer Service at (800) 745-3391 to place an order over the phone, 8am-8pm ET, Monday - Friday.

After making a payment online, what will appear on my credit card statement?

Charges on statements will appear as “NescafeDolceGusto”.

What is our return policy?

NESCAFÉ Dolce Gusto® coffee machines can be returned within 30 days of purchase for a full refund. Please note that we do not accept returns on any coffee or accessories purchases. If there is an issue with an item purchased from dolce-gusto.us, please contact us via phone 24/7 at (800) 745-3391.  Refer to our Terms of Sale at dolce-gusto.us for more details on the returns policy. 

What is our machine warranty?

Our warranty runs for two years (2) from the purchase date found on your receipt and applies only to the original purchaser for use. Please register your machine on our website.  For more details on our warranty please visit our Warranty and Service section of our website.

Troubleshooting

Please use the following Troubleshooting guide as a reference. If you are unable to resolve your issue, please call/text us anytime at (800) 745-3391. We’re 100% committed to your ideal cup!


The machine is on, but there is no flow of beverage out of the holder.

Please check if there is water in the water tank.
If so, stop the machine and switch it off. After waiting for 3 to 4 minutes, slowly move the locking handle up and remove the holder. If removal of the holder is not easy, do not force it, but rather wait an additional 3 to 4 minutes. Afterwards, remove the pod, rinse holder and try again with a new pod. If the situation persists, please contact NESCAFÉ Dolce Gusto® Consumer Services for repair.

I have a Generation 1 machine can I still use the new 12oz coffee pods?

Yes! With the manual machines, let 12oz of hot water flow through the pod.
With our automatic machines, set the bar level to 7 bars, brew, then set the bar level to 4 bars and brew again, without lifting the locking handle.

I am not able to brew 12oz / I do not see the 8th and 9th bar on the machine

You are using one of our first generation machines. Don’t worry! You can still enjoy our 12oz coffees. With the manual machines, let 12oz of hot water flow through the pod.
With our automatic machines, set the bar level to 7 bars, brew, then set the bar level to 4 bars and brew again, without lifting the locking handle.
Our second generation machines, feature a 10oz and 12oz bar.

Water or liquid is leaking outside the machine during beverage preparation

There may be an insufficient seal between pod and machine.
Please stop the machine and switch it off. After waiting for 3 to 4 minutes, slowly move the locking handle up and remove the holder. If removal of the holder is not easy, do not force it, but rather wait an additional 3 to 4 minutes. Afterwards, please remove the pod, rinse holder and try again with a new pod.
If the situation persists, please contact NESCAFÉ Dolce Gusto® Consumer Services for repair.

Foam levels seem to differ from one cup to the next.

The level of foam depends on the size of the cup, the position of the drip tray and sometimes the milk and coffee powders, as these are natural products that might show a small seasonality effect. If the foam amount is significantly lower than normal, please use another box of pods.

Beverages do not taste the same, cup after cup.

Please follow the instructions in your User Manual.
There may be a taste variation if different amounts of water are used from cup to cup.

Beverages are too cold.

Please check that you are using room-temperature water and not refrigerated water. If necessary, descale the machine.  Find descaling instructions on our website dolce-gusto.us. Click here for Descaling video.

Beverages are too hot.

Please check that you are using bottled/purified water or fresh tap water. Please also check if the needle is free of obstructions, and remove any obstacle if necessary using a thin needle. Click here for Unblocking Video.

During beverage preparation, the flow is too fast or too slow.

Some products (e.g. coffee pods) are designed to flow slower than others (e.g. milk pods) in order to achieve the desired cup quality. If flow is slower than normal, please descale the machine and clean the needle by removing any obstacles lodged in it.  For more deals on cleaning the needle, please visit our website dolce-gusto.us and go to the “More” section Cleaning Tips.

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

The products are expertly designed to deliver an ideal taste with the dosage as shown. However, our flexible system allows you to customize your cup by varying the strength and size of your coffee. No cup is ever perfect until you give it your specific touch.

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

Please adjust the cup support platform to the correct level in order to not be too far or too close to the spout. You may also use another cup size or the recommended NESCAFÉ Dolce Gusto® cups.

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

The quality of the final beverage is not impacted and can still be consumed. Before preparing the next cup, please clean and dry the pod holder, particularly the beverage outlet opening.

Once beverage preparation is finished and the machine is stopped, there is still continuous dripping of product into the cup.

This is normal: As long as the pod is not removed and discarded it will continue to drip into the cup or the drip tray  (once the cup is removed). The dripping lasts longer for coffee pods than for milk pods. To stop dripping, please remove and discard the used pod after the light stops blinking.

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

It is likely that the holder was removed from the machine too soon. Please always wait for the light to stop blinking before removing the holder from the machine.

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

Please always wait for the light to stop blinking and not try to remove the pod holder too soon. If it is still difficult to remove, do not use force. Rather, switch off the machine and wait for 5 minutes before trying to remove.

Some drops of product are dripping out of the pod holder as the holder is being removed from the machine.

Ideally, there should not be drops coming from the pod during removal and discarding. In order to minimize the risk of dripping on counter surfaces, a dedicated bin is provided with each machine purchase and should be kept near the machine. If dripping persists, please check the condition of the black rubber gasket around the metal needle. If damaged or missing, please contact NESCAFÉ Dolce Gusto® Consumer Services via phone or text 24/7 at (800) 745-3391 for repair.

Water/product is dripping out of the pod after it has been discarded in the bin.

Once the beverage is delivered to the desired strength/volume, any residual water (and some product traces) remains in the pod in order to not dilute the taste of the beverage. Some of this remaining liquid might drip out of the pod in the bin.
The specially-designed bin provided with the machine allows for easy separation of liquid and solid waste.