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Frequently asked Questions
- Capsule Expiry Enquiries
- Subscription Service Enquiries
- Getting Started
- Placing an order
- Once you've placed your order
- Managing your account
- Machine Enquiries
- Capsule enquiries
What is the shelf life of your capsules?
NESCAFE Dolce Gusto capsules are all produced with 12 months of shelf life. The importing and distributing process can take up to 2 months. After which, the shelf life of our capsules will end up with 6 to 10 months of validity when they reach you.
What is the minimum shelf life of your selling capsules?
Nestlé’s policy is to sell products with at least 4 months validity. This applies to our webshop and retail channels for our consumers’ optimal enjoyment of our products.
Is it safe to consume your products if it's less than the minimum sales shelf life?
Yes, our products are still perfectly fine and in good condition if it’s less than the minimum shelf life. Our capsules are produced to be stay valid down to the last day of the expiry date for maximum enjoyment period of our beverages.
What is your Subscription Package?
Our subscription package involves an automatic delivery of a minimum of 5 boxes of capsules, on a fortnightly or monthly basis.
What are the benefits?
Can I cancel my subscription and how do I do it?
What is the delivery frequency?
You can choose the delivery to occur on a fortnightly or monthly basis.
What is the delivery process?
Why is the discount of 16.8% only applied on the 2nd delivery onwards?
Can I use a promotion code for my Subscription Plan?
Can I change my flavours and delivery details?
Can I combine regular order & subscription order?
Will there be a notification email send on the status of the payment (successful/unsuccessful)?
Can I change my Credit Card details once I have made my first purchase?
No, this is because once you have subscribed, your subscription order will be encrypted with your Credit Card details. Should you wish to change your Credit Card details, you will then have to cancel your current subscription and resubscribe with the new Credit Card.
I cannot click on the link in 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.
If the link still doesn’t work, please be aware that different email providers put expirations on links in emails. The links usually last between 60 and 90 days, so there should be plenty of time between your registration and your confirmation. If you think your link has expired, please re-register.
I am new to NESCAFÉ Dolce Gusto, how do I register?
All you need to do is hover over ‘My Account’ and click ‘Join Now’
What are the benefits of being a webshop member?
Webshop members enjoy a wide range of benefits including:
- Access to exclusive promotions and member rewards
- Capsule Subscription with the lowest capsule prices!
- Full range of machines, capsules and accessories
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 can request a new confirmation email. Just login at the top right hand side of the screen using your username and password. You will then be prompted to enter your email address and a confirmation email will automatically be sent. Once you have clicked on the link from the email your account will be fully activated.
I’ve bought a new machine, what do I do?
We would advise you to do the following:
- Check that all your machine parts are in the box
- Follow the Quick Start guide located in the guide to setup your machine
- Use your machine within 24 hours to ensure it's in working condition
- If your machine does not bear the KRUPS logo, there is a promo code found in the capsule box packed with the machine. Use it on the webshop to enjoy $20 off your 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 and MasterCard credit and debit cards.
We are sorry that we cannot accept any other payment method at present, but we are always reviewing the viability of other payment methods.
What are your delivery rates
All orders below $60 (net) will be charged a shipping fee of $11.
How do I use a promocode?
On the checkout page, click 'Do You Have A Promo Code?' and type in your 12-character code in the box.
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 hotline free on 1800 836 7009.
How do I change my delivery address or order after I’ve made it?
You have up to 24 hours upon placing our order, not counting public holidays and weekends, to contact us to make any changes.
Any later and we will not be able to make any changes. For more details please call our hotline at 1800 836 7009.
How do I cancel/change an order ?
Please call the NESCAFÉ DOLCE GUSTO hotline, 1800 836 7009, within 24 hours of making your order.
Where is my order/when will it arrive?
Speedpost will deliver your order within 3-5 working days after your order date. Delays may occur during peak periods or due to traffic jams & weather conditions.
What if I’m not around to collect my delivery?
Who is delivering my order and how can I track my order?
I am not satisfied with my order.
If you are not completely satisfied, please call the NESCAFÉ DOLCE GUSTO hotline free on 1800 836 7009.
What is your return policy?
- You have contacted us via our hotline or email and we have arranged a date for the product return in person
- The product must be unused, intact and in a condition that can be resold Any free items & premiums that was part of the promotion must be returned in the same condition as the main product
- The condition of the product will be deemed resellable by NESCAFE Dolce Gusto Singapore staff and the decision is final
- Return Address: 15A Changi Business Park Central 1, #05-02/03 Eightrium @ Changi Business Park, Singapore 486035
- The refund process may take up to a minimum of 40 – 45 days and will be reflected in your next credit card statement
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.
If you change your email address you will be sent an email confirmation. Please follow the instructions on this email to confirm the changes.
How do I change my email address?
It’s quick and easy to change your email address on the NESCAFÉ DOLCE GUSTO website.
- Once you’ve logged in, click on 'My Account‘. Under 'contact information‘ click on 'edit'
- Edit your email address (as well as any other personal information) and click 'Submit'
How do I unsubscribe from hearing from NESCAFE DOLCE GUSTO?
To unsubscribe from our communications (including latest offers, products, news and free samples) please call the NESCAFÉ DOLCE GUSTO hotline free on 1800 836 7009.
Please bear with us. Due to our processes, you may still receive some communications for up to two months.
How does the machine work?
The NESCAFÉ DOLCE GUSTO machine heats water, which is passed at high pressure – a maximum of 15 bars – into the coffee cup through a capsule of high quality NESCAFÉ roast and ground coffee. The coffee that is used in the capsules is made of premium NESCAFÉ bean varieties. Each capsule makes one cup of coffee in under a minute.
The high pressure and the capsules are designed to deliver an even distribution of water and pressure over the coffee to get the full flavour. This system uses pressure similar to that of professional machines. Whereas coffee percolators operate at one bar of pressure (normal atmospheric pressure) and a number of other machines operate at no more than two bars, the NESCAFÉ DOLCE GUSTO system can operate at 15 bars.
What is the difference between the different machines in the range?
You can find out all about our machines including full descriptions here.
Where can I buy NESCAFÉ DOLCE GUSTO machines?
What is Descaling & How Do I do It
Descaling gets rid of the buildup of limescale, keeping water flow fast, pump pressure high and maintaining the effectiveness of heating the water used to make your drinks.
It is recommended you descale your machine every 3-4 months or 400 uses, using the NESCAFÉ DOLCE GUSTO Descaling Kit by Durgol.
This can be purchased directly from our webshop HERE.
I’ve just opened my new machine and think that one of the parts is missing
If you have noticed parts are missing within 7 days from purchase or receiving the delivery, you may return the entire machine, packaging and original receipt to the same retailer/outlet for a 1 for 1 exchange.
Can I order spare parts for my machine from you?
If you need to replacement parts for your machine please call our NESCAFÉ DOLCE GUSTO helpline free on 1800 836 7009 and we will be happy to help.
My machine has stopped working.
If you’ve tried descaling and are still having problems, please call the NESCAFÉ DOLCE GUSTO hotline free on 1800 836 7009.
Where is your service centre?
40 Jalan Pemimpin, #03-05a, Tat Ann Building Singapore 577185
Monday to Friday, 9am - 6pm.
Saturday 9am - 12.30pm.
Closed on Sunday & Public Holiday
What are the terms and conditions of my machine warranty?
What is my machine individual serial number?
It is the last 9 characters (starting with '0' and ending with 'U') located on the silver sticker found on your machine box. It is also located on the underside of your machine
How much coffee will I need for one cup?
All our drinks require one or two capsules. The amount of water you add to each is of course up to you, but our suggestion for how to prepare each hot drink is printed on the box.
How do I know which capsule to use for which drink?
Where can I buy capsules?
You can buy capsules directly from our online shop or from major electrical chains, department stores and major hyper/supermarket chains.
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.
Are the capsules recyclable?
Unfortunately, due to the complex nature of the NESCAFÉ DOLCE GUSTO capsules, they cannot currently be recycled. We apologise for this but, in order to ensure the quality of the product, we believe this is the best method of packing. We recommend that used capsules are simply disposed of in your regular household waste.
We work very closely with all our packaging suppliers to ensure that the performance of our packaging is regularly improved and we take advantage of any technological advances.
You can read more about Nestlé’s commitment to corporate and social responsibility here
My box of capsules does not contain any milk.
For milky drinks such as Latté Macchiato, Cappuccino or CHOCOCINO, you will need to use two capsules – one of which contains the milk. The top of the capsule will tell you which drink it is, but you will need to look at the colour of the base to see which kind of capsule it is, whether milk, coffee, chocolate or a cold variety. The milk capsules have a white base and the coffees are black or dark brown. The chocolate capsules have a light brown base, while cold drinks have a silver base. Remember, if you’ve ordered a black drink variety, there won’t be milk included in your box. If you would like to see online demonstrations of how to make the drinks, hover your cursor over ‘ABOUT NESCAFÉ DOLCE GUSTO on the top menu and click on ‘System & Demo’.
If you check your box and you feel that you were not given the correct amount of milk capsules, please call the NESCAFÉ DOLCE GUSTO hotline free on 1800 836 7009.