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Frequently asked Questions

Getting Started

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. 

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 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.

The final amount includes any promo codes that have been applied.

Original Basket value: $70
After applying $20 promo code, the final amount paid is $50

In this scenario the additional shipping amount of $11 will be added because the final amount is under $60. 
Hence the total of $50 + $11 = $61 will be deducted.

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.
You may only use 1 code per order.

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 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 an order ?

NESCAFÉ DOLCE GUSTO is unable to make any changes to your order once you have completed checkout. You will have to receive your product and adhere to our return policy.

Please note that the refund process may take up to a minimum of 40 – 45 days and will be reflected in your next credit card statement.

Where is my order/when will it arrive?

UrbanFox will deliver your order within 4-6 working days after your order date. Delays may occur during peak periods or due to traffic jams & severe weather conditions. 

What if I’m not around to collect my delivery?

If you miss your delivery, UrbanFox will contact you directly to reschedule your delivery. Please note that an order can be rescheduled up to 2 times. If you have already rescheduled your order twice and the third delivery attempt is unsuccessful, we reserve the right to charge a redelivery fee of $11.

Who is delivering my order and how can I track my order?

UrbanFox is our logistics partner responsible for the delivery of your order. 

You will be sent a SMS notification that contains your Task ID and a link to UrbanFox Track & Trace function. Contact us at our hotline at 1800 836 7009 should you have any questions or not received your order after 6 working days upon ordering. 

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?

We will honour a one-for-one exchange for faulty machines within 7 working days upon receiving your machines. We reserve the right to troubleshoot over the phone before approving the one-for-one exchange.

After 7 days you will have to return all our product at your own cost to our NESCAFE Dolce Gusto Corporate Office. We will accept the return and refund the cost of the original order as long as it adheres to all of the following requirements:

  • 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

Managing your account

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 or email us at Nestle.Privacy@SG.nestle.com.

Please bear with us. Due to our processes, you may still receive some communications for up to two months.