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Frequently asked Questions


Getting Started

I am new to NESCAFÉ® Dolce Gusto®, how do I register?

Click on Register Today in the top menu. Scroll down to ‘I’m a new customer’ and click on ‘Register now’ to complete your details.
If you would like further advice on how to register please call our customer service team at 800DGUSTO for UAE or +97148100081 for other countries.

I have not received the confirmation email to complete my registration.

Please check in your junk mail folder. If you cannot 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.

Is your website secure?

The NESCAFÉ® Dolce Gusto® website adheres to best practice security measures.

I am already registered but have forgotten my username and/or password.

Please remember that your username and password are case sensitive. To reset your password: click "forgot your password?" in the bottom left hand corner and enter your username and email address. An email will be sent to you with a new password. Once you have logged in again, you can change this to something more memorable.

To receive a username reminder: click "forgot your username" and enter your email address, first name and surname. An email will be sent reminding you of your username.

If you have forgotten both of these, you will need to obtain the username following the step outlined above, before you can reset your password.

I am having problems viewing the entire website.

A: In order to use this site, you must have "cookies" enabled on your computer. To do this, go to "Tools" on your Internet browser, and then select "Internet Options". From there you will need to adjust your security or privacy settings to allow all cookies. This website WILL NOT work properly unless you do this. For Apple Macs please consult your relevant technical help team.

How do I check my account information?

Point your mouse at the "My Account" button which is above the main menu. Enter your Email Address and password into the form provided and click Go. You will then be shown all of the details we have for your account.
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Machine enquiries

Where can I buy NESCAFÉ® Dolce Gusto® machines?

Hypermarkets & supermarkets. Please see dealers listing section on the website for a list of retailers in your country.

How does the machine work?

The NESCAFÉ® Dolce Gusto® machine heats water, which is passed at high pressure through a capsule of high quality coffee into the cup. NESCAFÉ® Dolce Gusto® machine uses up to 15 bar pressure, similar to coffee house machines to deliver a great cup of coffee every time. The coffee that is used in the capsules is made of premium 100% pure Arabica coffee beans.

The high pressure and capsule technology is designed to deliver an even distribution of water and pressure through the coffee to maximize the flavour. While traditional drip coffee machines operate at one bar of pressure (normal atmospheric pressure) and a number of other one-cup coffee machines operate at no more than two bars, the NESCAFÉ® Dolce Gusto® system can operate at 15 bars. The higher the pressure the more flavour is extracted from the coffee.

Can I order spare parts for my machine from you?

Yes, you can order parts for your machine. Contact our Customer Service representatives at 800DGUSTO for UAE or +97148100081 for other countries.

My machine has stopped working.

Please call the NESCAFÉ® Dolce Gusto® hotline at 800DGUSTO for UAE or +97148100081 for other countries, and we will be happy to assist you.
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Capsule enquiries

Can you use other coffee capsules or only NESCAFÉ Dolce Gusto capsules?

NESCAFÉ® Dolce Gusto® coffee capsules are designed exclusively for use with this machine. They are the only capsules that fit and that correspond to the high quality requirements of this system.

Can I re-use the capsule for a second cup?

No, our capsules are designed to give you the perfect cup everytime and are not suitable for making two cups.
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Placing an order

How do I place an order?

  • Login using your username and password.
  • Go to the NESCAFÉ® Dolce Gusto® Online Shop.
  • Select the quantity of the items 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 Credit Cards only.
We are sorry that we cannot accept any other payment method at present, but we are always reviewing the viability of other payment methods.

Why do I have to pay for shipment fees on my order?

We contribute towards the total shipment fees and you can be assured that we do our best to keep any charges to a minimum. Remember for orders equal to or above 200 AED/ 200 QAR/15 KD, shipping is absolutely free. 

My payment has not gone through. Why is this?

Please try again, taking particular care with these points on the payment options screen:
  • Credit Card: Please make sure you are using a Visa or MasterCard credit card.
  • Name on credit card: Please type this exactly as it appears on your card.
  • Credit card number: This is the 16-digit number across the middle of your card. It is important to enter this with no spaces.
  • Expiry Date: Use the drop down boxes to select the correct month and year of expiry.
  • 3 digit security code: This is the last 3 digits from the signature strip on the back of the card.

If you are still not able to submit your order, please call the NESCAFÉ® DOLCE GUSTO® Care Center UAE 800 DGusto (348786) Other Countries +971 (4) 8100081

I cannot find an item in the shop – does this mean it is not available?

If you cannot find a particular item in the shop, it may mean it is temporarily out of stock. Please call the NESCAFÉ® DOLCE GUSTO® Care Center UAE 800 DGusto (348786) Other Countries +971 (4) 8100081

Do you deliver outside the UAE, Qatar and Kuwait?

Yes. We currently deliver to U.A.E., Qatar, Kuwait as well as Saudi Arabia and Lebanon.

Can I order by post / over the phone?

No, you can only order online.

Which courier will be delivering my order? Can I track my order?

Aramex is responsible for the delivery of your order.

You can track the progress of your package by visiting www.Aramex.com and entering your tracking number. If you’re not aware of your tracking number, please call the NESCAFÉ® DOLCE GUSTO® Care Center UAE 800 DGusto (348786) Other Countries +971 (4) 8100081.
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Once your order has been made

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 NESCAFÉ® DOLCE GUSTO® to your safe sender list.

If you need any further help please call the NESCAFÉ® DOLCE GUSTO® Care Center UAE 800 DGusto (348786) Other Countries +971 (4) 8100081.

How do I change my delivery address or order after I’ve made it?

We are sorry but we are unable to make any changes to an order once it has been submitted.

How do I cancel an order?

Please call the NESCAFÉ® DOLCE GUSTO® Care Center UAE 800 DGusto (348786) Other Countries +971 (4) 8100081 and we will do our best to cancel your order. Orders are processed very quickly, so if it’s already gone through, our Consumer Services team will advise you on your next actions. Please refer to our terms and conditions if you’d like more information.

Where is my order/when will it arrive?

Your order will usually be dispatched within 72 hours of placing the order, subject to availability of stock and receipt of cleared funds. If your order hasn’t arrived within ten days, please call the NESCAFÉ® DOLCE GUSTO® Care Center UAE 800 DGusto (348786) Other Countries +971 (4) 8100081.

I am not satisfied with my order

If you are not completely satisfied, please call the NESCAFÉ® DOLCE GUSTO® Care Center UAE 800 DGusto (348786) Other Countries +971 (4) 8100081.
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Managing your account

Forgot your password

Please remember that your username and password are case sensitive. To reset your password: click "forgot your password?" in the bottom left hand corner and enter your username and email address. An email will be sent to you with a new password. Once you have logged in again, you can change this to something more memorable.

To receive a username reminder: click "forgot your username" and enter your email address, first name and surname. An email will be sent reminding you of your username.

If you have forgotten both of these, you will need to obtain the username following the step outlined above, before you can reset your password.

I want to change my account details.

To change your details, please log in with your existing username and password 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. You can call one of our Customer Service representatives at 800DGUSTO for UAE or +97148100081 for other countries, for advice on how to change your account details.

How do I unsubscribe?

To unsubscribe from NESCAFÉ® Dolce Gusto® please log in with your existing username and password and click on “PROFILE & ACCOUNT” and finally "delete profile". It will take some time to take effect and we cannot guarantee to stop any mailing activity already in production for the next couple of months.
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