About My Order FAQs

Can I order by post or over the phone?

No, we can only accept orders online at this time.

How do I place an order?

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

What does it mean if I can’t find an item in the shop?

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.

How do I cancel an order?

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.

Can I buy NESCAFÉ® Dolce Gusto® pods in any other countries?

Yes. Simply hover over the flag at the top right side of this page and click to go to your selected country.

What payment options can I use to pay for my order?

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.

Do you deliver to BFPO numbers?

No, we’re not able to at the moment, but we’ll be sure to update this section if that changes.

Can I track my Dolce Gusto® order?

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.

What should I do if I’m unsatisfied with my order?

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.