FAQs
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As per the T&C's, bundle packs and magnum packs are excluded from this offer.
Enjoy all* your favourite coffee pods for €5 when you add 5 or more boxes to your basket, the discount will automatically apply at checkout.
The machine descaler will automatically be applied at checkout when 6 or more coffee pod boxes have been added to your basket.
This promotion is valid when adding 6 or more NESCAFÉ® Dolce Gusto® or STARBUCKS® by NESCAFÉ® by Dolce Gusto® pod boxes to your basket. Adding any more pod boxes or any boxes in between these amounts will remove the discount. Offer also includes NESCAFÉ® Dolce Gusto® Magnums packs.
As per the T&C's, bundles are excluded from this offer.
As per the T&C's, this promotion is only open to GB and ROI residents. Please keep an eye out for future promotions.
The STARBUCKS® mug will automatically be applied at checkout when 5 STARBUCKS® coffee pod boxes have been added to your basket.
This promotion is only valid when adding exactly 5 STARBUCKS® by NESCAFÉ® by Dolce Gusto® pod boxes to your basket. Adding any more pod boxes or any boxes in between these amounts will remove the discount.
The discount will automatically be applied at checkout when 5 coffee pod boxes have been added to your basket.
This promotion is only valid when adding exactly 5 NESCAFÉ® by Dolce Gusto® pod boxes to your basket. Adding any more pod boxes or any boxes in between these amounts will remove the discount.
As per the T&C's, bundle packs, magnum packs and STARBUCKS® pod boxes are excluded from this offer.
The discount will automatically be applied at checkout when 5 coffee pod boxes have been added to your basket.
This promotion is only valid when adding exactly 5 NESCAFÉ® by Dolce Gusto® pod boxes to your basket. Adding any more pod boxes or any boxes in between these amounts will remove the discount.
As per the T&C's, bundle packs, magnum packs and STARBUCKS® pod boxes are excluded from this offer.
This promotion is only valid when adding exactly 8, 12 or 24 pod boxes to your basket. Adding any more pod boxes or any boxes in between these amounts will remove the discount.
The discount will automatically be applied at checkout when either 8, 12 or 24 boxes are added to your basket.
As per the T&C's, bundle packs and magnums are excluded from this offer.
The total amount of milk based pods in your basket must not exceed 2kg. If your order exceeds the 2kg limit for milk based pods, you will be notified at checkout and advised to remove some items. Table provided underneath:
Yes, you can order a combination of black cup and white cups pods, however the total amount of milk based pods in your basket must not exceed the 2kg weight limit.
Yes, you can still use any pink NESCAFÉ Dolce Gusto recycling bags you may have on hand to recycle your pods for Drop off. In April 2021, we transitioned to a new recycling bag that has a new colour and design. Compared to the previous bag, we have improved the materials, seals, and artwork to minimize likelihood of bag leakage. Both bags fit 45 used pods that should be drained ahead of placing them in the recycling bag.
Drop off recycling bags are currently available free with the purchase of pods from the NESCAFÉ Dolce Gusto webshop. From Summer 2021, recycling bags will become available from retailers. For kerbside recycling bags, if your area is eligible, your local authority will delivery the relevant recycling bags to your home.
Used pods will only be accepted in designated Podback bags, whether that be at a drop off point, or kerbside collection.
The current recycling bags are not recycled as part of the recycling process due to their contact with liquids, labels and wider materials. The bags are recovered however and used to create energy and we are looking at ways to recycle these in the future.
We can assure you that this decision was not made lightly. We examined all other alternatives as we always want to give our consumers the best products possible at the best value for money.
We have increased the recommended retail price (RRP) but as resale pricing is at the sole discretion of the retailer, they are free to determine their own resale prices.
You can put any Podback-participating brand’s pods in the appropriate bag. The teal-coloured bag marked P is for plastic coffee pods or the white bag marked A is for aluminium coffee pods. If you use both aluminium and plastic pods you cannot put them in the same bag, you will need to use separate bags. This is so they can be sent to the correct reprocessing facility.
Outer packaging can, but neither NESCAFÉ Dolce Gusto pods or recycling bags can currently be recycled in regular kerbside collection bins. In some local authorities, you can recycle your pods with Podback via the service's Kerbside scheme. For more infomation, complete the recycling checker on this page.
The bags for kerbside collection are available through the recycle checker above or podback.org. If this service is availabe in your area you will need to register in order to get the bags. You will then be sent a roll of bags for recycling your plastic coffee pods.
Please review the guidance provided in the by your council and on their website. Each council’s services are run slightly differently and your collection day may differ from another council.
You can order an additional roll of kerbside collection bags on the Podback website.
We are in positive discussions with several local authorities, and hope to have more operational soon. The set up and roll out of kerbside collections will take time so in the meantime please use our Drop Off collection service.
No, the coffee grounds are removed from the pods at the reprocessor. The coffee is then used as a soil improver and to create renewable energy. Please drain any remaining liquid from your used pod before adding it to your recycling bag.
Please review the guidance provided provided by your local council and on their website. Each council’s services are run slightly differently.
No. You must use the bags designed for the collection route.
You can find your nearest Collect+ drop off point with the online tool.
Labels can be printed directly from the Collect+ website by clicking here if you use plastic pods. Please note that a new label, with a unique barcode, must be created for each bag you're returning. If you don't have a printer, select the Print in Store option. You will be emailed a barcode, present the barcode to the store assistant using your mobile device. They will print the label for you for FREE.
You can put any Podback-participating brand’s pods in the appropriate bag. The teal-coloured bag marked P is for plastic coffee pods or the white bag marked A is for aluminium coffee pods. If you use both aluminium and plastic pods you cannot put them in the same bag, you will need to use separate bags. This is so they can be sent to the correct reprocessing facility.
No, the coffee grounds are removed from the pods at the reprocessor. The coffee is then used as a soil improver and to create renewable energy. Please drain any remaining liquid from your used pod before adding it to your recycling bag.
No. You must use the bags designed for the collection route.
Unfortunately, apart of the Podback Drop Off scheme, we can only pick up used coffee pods via Collect+ locations at this time.
No, we can only accept orders online at this time.
It’s really simple to place an order, just follow these steps:
- Login using your email address and password
- Hover over the ‘Drinks’, ‘Accessories’ or ‘Machine’ tabs and select the category of products you would like to buy
- Select the quantity of the item you want then click on the ‘add to basket’ button
- When you have finished shopping, click on the basket icon at the top right corner of your screen
- You’ll be able to review your order and check you have the correct number of items you require
- You can change the number of items you require and click on ‘update basket’ to change your selection
- Click on ‘proceed to checkout’ once you’re happy with your order and follow the instructions
If you can’t find a particular item in the shop, it may mean it is temporarily out of stock or no longer available. We can send you an email to let you know when the item is back in stock, simply click on ‘inform me’ when you hover over the product to request this service.
You may cancel your order at any time from the date of the order up until 14 working days from receipt of the item/s by calling our Consumer Services team on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.
If you cancel your order before you have received it, you are entitled to refuse delivery of the order and we will send a cheque or refund to your account with a full refund within 30 days.
If you cancel your order after you have received it, we will send a cheque or refund to your account with a full refund including delivery costs within 30 days. You must return the order to us in an undamaged and unused condition at your expense as soon as practicable. This provision does not affect your statutory rights.
Yes. Simply hover over the flag at the top right side of this page and click to go to your selected country.
You can pay using a Mastercard or Visa credit or debit card. We apologise but we do not accept Maestro, American Express or Diners Club.
Unfortunately, we currently don’t accept other payment options such as PayPal, but we are always reviewing the viability of other payment methods.
No, we’re not able to at the moment, but we’ll be sure to update this section if that changes.
Yodel is responsible for the delivery of your order in the UK, and UPS is responsible for the delivery in ROI.
You can track the progress of your package by following the link on your delivery confirmation email. If you’re not aware of your tracking number, please call NESCAFÉ® Dolce Gusto® customer services at 0800 707 6066 in the UK or 00800 6378 5385 in ROI.
If you are out, Yodel and UPS will leave you a card with a parcel reference number on it. With this number you can find out where your parcel is and re–arrange a delivery over the phone or online with the courier.
If you do not want any of the items in your order, please return them to us, undamaged and unused, in their original packaging, to:
Consumer Returns Department, Nestlé House (2nd Floor), Haxby Road, York, YO31 8SB.
Please also complete the returns form and include it with your return. Once received, we will arrange for the cost of these products to be refunded to you, excluding the return postage costs.
If the products were found to be damaged on receipt please call us on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.
The sorting and reprocessing stages are overseen by ourselves and partners in the UK, meaning we have complete visibility over what happens to our pods. After collection, the coffee pod materials will be separated from the used coffee grounds. The plastic pods are processed to produce high-grade plastic pellets which can be used by manufacturers to produce high-grade plastic items, such as furniture. The coffee grounds go through anaerobic digestion producing a combination of biogas and soil improver. This is an iterative process and we hope as our volumes of collected pods increase, we can make this process even more circular.
Plastic pods will be reprocessed by Roydon in Swinton, near Manchester.
Recycling bags are recovered and used to create energy.
Our current materials allow our pods to protect the fresh taste of our high-quality coffee by preserving all the complex aromas and flavours, so you can enjoy your perfect cup. The make-up of these materials also allows for a robustness that works with our up to 15 bar pump pressure system to deliver high quality coffee, every time. Did you know we are working with packaging material suppliers to develop plastics made from responsibly managed and renewable resources?
Since 2019, we have been progressively changing the colour of the plastic used for our pods from black to brown. We are making this change to improve the recyclability of our pods where facilities exist. The colour change makes it easier for recycling facilities across Europe to sort pod materials accurately, helping to ensure all pods collected for recycling are actually recycled successfully.
Podback is a coffee pod recycling service. Created in partnership with the biggest names in coffee pod systems, Nespresso, NESCAFÉ Dolce Gusto and Tassimo, to give people who enjoy the quality and taste of coffee pods simple and easy ways to recycle them. It's the first of its kind in the UK.
Kerbside - With Kerbside you simply fill your Podback recycling bag with used pods and leave it outside with your other waste and recycling on your normal waste collection day. You get your kerbside recycling bags by registering for this service. Find out if kerbside is available in your area via the checker above
Drop Off - With Drop Off you can take your filled Podback recycling bag to your nearest Collect+ store. Collect+ with local stores around the UK offering a place to drop-off your recycling bags. You will need a label to return your Podback bag. These can be printed at home or in any Collect+ store for free*. Recycling bags for Drop Off are available from participating brand websites and we hope to have these available in supermarkets soon. Please note that all Collect+ stores currently have the facility to print labels in store.
We are in positive discussions with several local authorities, and hope to have more operational soon.
While pods are technically recyclable, because of their size and weight they cannot be easily sorted and processed within the UK’s existing waste infrastructure. We want to make pods as easy as possible to recycle, which is why we have launched Podback.
The carbon footprint of the service is very important to us and we are working with our partners to ensure the service is as efficient as possible.
Yes, the service covers the whole of the UK including Northern Ireland.
No, the service will initially cover the whole of the UK including Northern Ireland, but we are already looking at how and when we will expand to the Republic of Ireland in the future.
If your coffee machine isn’t working, it may be because it needs to be descaled and unblocked. Check out our machine use and maintenance guides to find out how to solve any potential issues.
If you’ve tried descaling and unblocking and are still having problems, please call NESCAFÉ® Dolce Gusto® customer services free on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.
If your Dolce Gusto® machine is leaking whilst you’re preparing your drink, it may be due to an insufficient seal between the coffee pod and the machine. To fix this issue follow these steps:
- Check the coffee pod’s in the holder
- Stop the machine, wait for the light to stop blinking and remove the coffee pod
- Make sure the coffee pod’s not been pierced twice
- Repeat the process with a new coffee pod
If the problem still occurs, contact us or phone us on: 0800 707 6066
Firstly, check that there’s water in the tank, if not, fill the tank and start again. If the problem persists, there may be a blockage. Use the descaling solution recommended for your machine to remedy this. If after following this advice you’re still having issues, get in touch or phone us on: 0800 707 6066
If your coffee machine is displaying a yellow light instead of the usual green one, it’s time for descaling. The machine will do this depending on the number of times it’s been used and regular descaling helps to keep it in good working order. Simply purchase the correct descaling equipment recommended for your machine, run through the descaling process, then the next time you use it, the light will return to green.
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 its point of purchase for a replacement.
If you purchase from the NESCAFE® Dolce Gusto® webshop, please call our hotline free on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.
Got a more general question about ordering, delivery or your account? Or maybe you want to find out how to use your NESCAFÉ® Dolce Gusto® coffee pods instead? Check out our relevant FAQ pages to learn more.
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. It’s super simple to descale your NESCAFÉ® Dolce Gusto® coffee machine, check out our guide and find out what you need to do.
To maintain the performance of your NESCAFÉ® Dolce Gusto® coffee machine, it’s important to keep it clean in between uses. If you’re wondering which areas of your machine you need to pay special attention to and how to keep it clean and in good working order, read our guide on descaling and cleaning your NESCAFÉ® Dolce Gusto® coffee machine.
You can buy NESCAFÉ® Dolce Gusto® Descaler liquid directly from us. We sell descaling liquid, specially designed for use with your machine to keep it running as smoothly as possible.
Most of our coffee machines have an alert to tell you when it needs descaling and after a set number of uses, an orange or amber light will show up, which is the machine’s way of telling you it’s time for descaling. If your machine doesn’t have this feature, make sure to clean it every 3 to 4 months.
Recycling facilities are now available for all customers at which you can deposit your old electrical products. This is a requirement under UK, Irish and European legislation (The Waste Electrical and Electronic Equipment - or WEEE - Directive).
For UK customers you can locate your closest participating collection site at www.recycle-more.co.uk (please remember to have your postcode to hand).
For ROI customers you can locate your closest participating collection site at https://www.weeeireland.ie/household-recycling/
The way the NESCAFÉ® Dolce Gusto® machine works is by pumping water into its coffee pods at up to maximum 15 bar pump pressure. The high pressure, and the coffee pod design, deliver an even distribution of pressure to extract the coffee’s full flavour.
The system uses a pump pressure similar to that of professional machines, while coffee percolators operate at one bar of pressure (normal atmospheric pressure).
Using a Dolce Gusto® coffee machine is really simple, just head over to our machine care page and select your coffee machine to find out how to make your perfect brew.
If you need to replacement parts for your machine, please call NESCAFÉ® Dolce Gusto® customer services at 0800 707 6066 in the UK or 00800 6378 5385 in ROI and we will be happy to help.
Using a NESCAFÉ® Dolce Gusto® coffee machine is really simple, just head over to our machine care page and select your coffee machine to find out how to make your perfect brew.
For milky drinks such as our Lattés, Cappuccinos or Hot Chocolates, you will need to use two pods – one of which contains the milk. Many of our varieties don’t come with milk, such as our Espressos, Lungos, and Americano range.
The top of the pod will tell you which drink it is, but you will need to look at the colour of the base to see which kind of pod it is – whether milk, coffee, chocolate or a cold variety.
Milk pods have a white base
Coffee pods have a brown base
Chocolate pods have a brown base
Cold drink pods have a brown or silver base.
If you check your box and you feel that you were not given the correct amount of milk pods, please call NESCAFÉ® Dolce Gusto® customer services free on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.
We are always looking to add new drink varieties to the range and we launch on average one to two new products a year.
If you haven’t done so already why not register with us to keep up to date with any new varieties of drinks we may introduce in the future. Make sure you opt in to our newsletter so we can send you communications about new varieties. You can do this by clicking on 'My Account‘ and then 'My Newsletter‘ when you are signed in.
All our drinks require one or two coffee pods. 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.
If you have an automatic machine, you can follow the bars on the pods and match this up to the number of bars you select on your coffee machine’s volume selector. This gives you the right serve every time.
The top of the coffee pod will tell you which drink it is, but you will need to look at the colour of the base to see which kind of pod it is, whether milk, coffee, chocolate or a cold variety:
- Milk pods have a white base
- Coffee pods have a black or dark brown
- Chocolate pods have a light brown base
- Cold drink pods have a silver base
Want to see how to make different drinks? Check out our coffee machines in action.
You can buy over 50 coffee pod varieties directly from our online shop. You can also buy our most popular coffee pods, hot chocolates and other drinks from all major supermarkets such as Tesco, Sainsbury’s, Asda, Waitrose, Morrisons and Co-op.
To get the best results from using our NESCAFÉ® Dolce Gusto® coffee machines, we always recommend you use NESCAFÉ® Dolce Gusto® coffee pods, as these are specially created for use with our machines.
The bars on the NESCAFÉ® Dolce Gusto® pods reference how much water and/or milk is required to get it to the right strength. On our automatic coffee machines, it’s simply a case of setting the bars on the machine to match those on the pod.
No, you don’t need to take the lid off coffee pods. The machine will pierce the pod for you during the process.
In order to get the delicious flavour you know and love, you should always use coffee pods with a machine. Where some suggest it’s possible to use coffee pods without a machine, we don’t recommend it as it will compromise on taste.
As our NESCAFÉ Dolce Gusto coffee pods are hermetically sealed, it means they can stay fresh for longer. Please revert to the packaging for the best before end date of the coffee.
Yes, you can still place orders with us.
You can check the current delivery times at the checkout in the Delivery Information section. When selecting a delivery address, be aware that companies and businesses may be closed and unable to receive parcels.
To serve our customers while also helping to ensure the safety of our employees, the delivery time of 3-5 working days may be longer than usual at the moment. Once you have received an order confirmation you can track your parcel at https://www.yodel.co.uk/
Yes, you can continue to return items. Please refer to the Returns Form that you received with your order for more information.
The likelihood of an infected person contaminating commercial goods is low and the risk of catching the virus that causes COVID-19 from a package that has been moved, travelled, and exposed to different conditions and temperature is also low. You can find the latest information on COVID-19 on the information pages of the UK Government.
The current ‘leave safe’ policy will be adhered to. Throughout this interim process, drivers and couriers are not required to knock on our customers door if the carding process has been followed.
If there is no safe place available, our drivers and couriers will place the parcel on your doorstep, ring or knock on your door and then where safe to do so retreat 2 metres away. If you answer the door, they will confirm delivery of your order and ask for your name to note who your parcel has been received by. For more information visit: https://www.yodel.co.uk/news/2020/march/covid-19/
