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Frequently asked Questions
- Getting Started
- Troubleshooting
- Placing an order
- Once you've placed your order
- Managing your account
- Machine Enquiries
- Capsule enquiries
- Accessory Enquiries
Getting Started
I am new to NESCAFÉ® Dolce Gusto®, how do I register?
If you would like further advice on how to register, please call our NESCAFÉ® Dolce Gusto® team on 1800 466 975.
How do I login?
To login, all you have to do is enter your username and password in the My Account section at the top right hand corner of the website.
What are the benefits of registering with NESCAFÉ® DOLCE GUSTO® online?
When you register your machine you can look forward to lots of great
things from the NESCAFÉ® Dolce Gusto® Team.
- Be the first to
receive latest news, tips and special offers.
- Pop in to our
webshop where you can buy a huge selection of great tasting coffees and stylish
accessories. Our accessories are only available online.
- Register your machine and with your unique machine code to receive a $10 webshop credit. Claim your $10
web shop gift voucher by adding your unique code from the back of the “Your
Guide To Seriously Good Coffee” booklet which comes with your machine.
I have not received the confirmation email to complete my registration
Can I shop online if I’m not registered?
You can shop online without owning a machine, but
you will need to register some basic details with us to place an order.
I forgot my password?
An email will then be to you with a link (please check your Inbox and/or Junk folder). By clicking on the link you will go to a page where you can create a new password. If you are still experiencing difficulties, please call our NESCAFE Dolce Gusto team on 1800 466 975.
Troubleshooting
During beverage preparation coffee/milk is splashing out of the cup.
The beverage is coming out at an angle and not straight into the cup.
Once I finish beverage preparation and stop the machine there is still continuous dripping of product into the cup.
Upon removal of the holder and the capsule from the machine, some water/product drops are coming out from the top of the needle.
It is difficult to remove the capsule holder from the machine at the end of beverage delivery.
Water/product is dripping out of the capsule after I discarded it in the bin
Water or liquid is leaking outside the machine during beverage preparation
- Check that there is a capsule in the holder.
- Stop machine, wait for light to stop blinking and remove capsule.
- Check to ensure that capsule is not pierced twice.
- Try again with new capsule.
- If leakage persists, contact our NESCAFÉ® Dolce Gusto® team on 1800 466 975 for assistance.
Machine is on but there is no flow of beverage out of the holder.
- Check if there is water in the water tank.
- If no, fill tank with water and start again.
- If yes, The needle in the head of the machine may be blocked. The unblocking tool, which came with your machine, should be inserted into the needle to dislodge any blockage (the unblocking tool is metal and looks like a partially uncoiled spring). Before using the unblocking tool, please unplug your machine and let it cool; remove the capsule holder from the machine and lower the central lever.
- Often an air bubble can be stuck inside the machine, inhibiting water flow, lifting the water tank up and down a number of times can be useful in moving this air bubble. We suggest lifting it up and down 6 times, then trying to achieve flow. This can be repeated numerous times.
- To watch a video on how to do this click here
- We would then suggest descaling your machine. We recommend using Delonghi descaling solution to descale your NESCAFÉ Dolce Gusto Machine. If you have any questions about the descaling or unblocking process please do not hesitate to call us 1800 466 975.
Why do I sometimes get different foam levels?
My beverage is too cold
During beverage preparation the flow is too fast or too slow
The taste of my coffee is too strong or too weak.
Placing an order
Is there a minimum value of an order?
My payment has not gone through?
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 or debit card.
Name on credit card: Please
type this exactly as it appears on your card.
Credit card number: This
is the 16-digit number on the front 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 our NESCAFÉ® Dolce Gusto®
team on 1800 466 975.
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, or we
do not stock this item. Please call our NESCAFÉ® Dolce Gusto® team on 1800 466
975.
Do you deliver outside Australia?
We currently only
deliver to addresses within Australia.
Can I order by post or over the phone?
No, you can only order
online.
How do I place an order?
- Register or log in using your email address and password under the MY ACCOUNT section located at the top right hand side of the screen.
- Under the Flavours, Machines and Accessories sections select the items you wish to order by hitting the ‘Add to Basket’ button alongside the desired product.
- Once you have finished shopping, click the basket icon located towards the top right hand corner of the screen and select the ‘Go To Basket’ button. Here you will be able to review or change your order. If you make changes to your order, click on ‘Update Cart’. Then, select the ‘Proceed to Checkout’ button to finalise your postal address and payment details. Please double check your address and payment details before placing your final order.
- A confirmation email will then be sent to your email address.
A further email from Australia Post, with tracking details, will be sent to your email address once your order has been shipped.
What cards can I use to pay for my order?
We currently accept Visa
and MasterCard Credit and Debit cards.
How much do I pay for postage?
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. Make sure to
check your email junk mail folder.
If you have not received your confirmation e-mail with 24 hours, please call our NESCAFÉ® Dolce Gusto® team on 1800 466
975.
How do I change my delivery address or order once I’ve placed it?
We are sorry but we are
unable to make any changes to an order once it has been submitted.
If you
need any further help please call our NESCAFÉ® Dolce Gusto® team on 1800 466
975.
How do I cancel an order?
If you need any further help please call our NESCAFÉ® Dolce Gusto® team on 1800 466 975.
Where is my order/when will it arrive?
I am not completely satisfied with my order.
If you are not
completely satisfied, please call our NESCAFÉ® Dolce Gusto® team on 1800 466
975.
It’s been over 10 days and my order hasn’t arrived. I’ve checked my tracking number and it says it should have arrived by now. What can I do?
Managing your account
How do I add a promotional code to my account?
Option 1:
With your cursor, hover over MY ACCOUNT and select ‘My Webshop Credit’ from the menu.
Enter your code in the ‘Enter New Code’ field and hit the save button.
You can then select and redeem your code at checkout.
Option 2:
Once in the checkout scroll down until you see a section entitled “Redeem Registration/promotional codes”.
Enter your 12 character promotional code in the code field and select the ‘Redeem’ button.
You can use the code immediately, if placing an order, or it will be saved to your account for later use.How do I redeem a promotional code?
Log in to your account under the MY ACCOUNT section.
Once you have finished shopping, click the basket icon and select the ‘Go To Basket’ button.
Scroll down until you see a section entitled “Use saved registration / promotional codes”. If you have a saved code select the desired code and hit the ‘Redeem’ button.
If you would like to enter a new promotional code enter it in the field under the “Redeem Registration / promotional codes” and hit the redeem button.
You can use the code immediately, if placing an order, or it will be saved to your account for later use.
I want to change my account details.
Use you cursor to hover over the MY ACCOUNT option and select ‘My Account’ from the menu options. This will take you to a screen where you can update your details by selecting the edit button/s.
I forgot my password?
An email will then be to you with a link (please check your Inbox and/or Junk folder). By clicking on the link you will go to a page where you can create a new password. If you are still experiencing difficulties, please call our NESCAFE Dolce Gusto team on 1800 466 975.
Machine Enquiries
How does the machine work?
The NESCAFÉ® Dolce Gusto® machine pumps water at up to 15-bar pressure into the NESCAFÉ® Dolce Gusto® capsule.
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 cafe quality
machines.
Can I order spare parts for my machine from you?
If you need replacement
parts for your machine please call our NESCAFÉ® Dolce Gusto® team on 1800 466
975 and we will be happy to help.
What does descaling do to my machine?
There are minerals such
as calcium and magnesium that are naturally present in most water supplies. The
accumulation of these minerals may cause the build up of limescale.
Over
time, limescale slows waterflow, reduces the capacity and could reduce the
effectiveness of heating the water used to make your drinks.
Descaling
every 6 months or 300 uses gets rid of the build up of limescale, keeping water
flow fast and pump pressure high.
I need to descale my machine.
We recommend using the
NESCAFÉ® Dolce Gusto® Descaling Kit to descale your NESCAFÉ® Dolce Gusto®
machine every 6 months. This can be purchased directly from our online shop.
How do I descale my PICCOLINI machine?
- Make up descaling solution as per manufacturers instructions and then fill water tank with solution.
- Insert empty capsule holder into machine and place jug underneath.
- Turn the machine on and wait 5 seconds.
- Switch the lever to the hot position until half of the water has passed through the machine.
- Switch the lever to the middle position and leave for 5 minutes.
- Switch the lever to the cold position until the remainder of the water has passed through the machine.
- Switch the lever to the middle position and leave for 5 minutes.
- Rinse and fill water tank with 1 litre of fresh water and replace jug underneath.
- Switch the lever to the hot position until half of the water has passed through the machine (half a litre).
- Switch the lever to the cold position until the remainder of the water has passed through the machine.
- Switch the lever to the middle position and turn your machine off.
- Wipe your machine with a dry clean cloth.
My machine has stopped working.
If you’ve tried
descaling and unclogging the injector as explained in the machine leaflet, and
are still having problems, please call our NESCAFÉ® Dolce Gusto® team on 1800
466 975.
How do I descale my MELODY, GENIO or CIRCOLO machine?
- Make up descaling solution as per the manufacturer’s instructions and then fill water tank with solution.
- Insert empty capsule holder into machine and place jug underneath.
- Press and hold power button for at least 5 seconds. Power button starts blinking green and machine enters the descaling mode.
- Press hot water button. Bar display begins to count down. Machine descales in start-stop operation for approx. 2 min.
- The bar display and power button are blinking green at the end of the descaling cycle.
- Empty jug. Rinse and clean water tank thoroughly. Fill water tank with fresh, drinking water up to max. level.
- Press hot water button to start rinsing. Bar display begins to count down. Wait until the machines stops, and power button changes back to green.
- Empty jug. Fill water tank with fresh, drinking water up to max. level.
- Press cold water button to continue rinsing. Bar display begins to count down. At end of rinsing cycle power button lights up red and bar display counts up.
- Wait until machine switches back to normal operation. Then switch off machine. Remove and empty jug.
- Refill water tank with drinking water and place it back on the machine.
- Attach drip tray. Wipe your machine with a dry clean cloth.
Where can I buy NESCAFÉ® Dolce Gusto® machines?
What is the difference between the machines in the range?
Capsule enquiries
Can I use other branded capsules in my NESCAFÉ® Dolce Gusto® machine? And is it safe to use compatible or refillable capsules with my machine?
Are the capsules Halal?
Are the Capsules Gluten Free?
Do the capsules contain soy milk?
Is there lactose free varieties?
Are the capsules vegetarian or Vegan?
Why aren’t milk capsules sold on their own?
For preparing Cappuccino or Latte Macchiato you recommend using the milk capsule first. Why?
Are there coffee capsules without the milk?
Why are some capsule flavours not available in Australia?
I am preparing my drink and only milk is coming out.
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 and
on the top of each capsule.
If you want a demonstration on how to make any of our flavours simply click here and select the flavour you wish to make followed by “product demo”
How do I know which capsule to use for which drink?
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. If you want a demonstration on how to make any of our flavours simply click here and select the flavour you wish to make followed by “product demo”
Where can I buy capsules?
You can buy a wide range of capsules directly from our online shop or a more limited range from leading grocery stores and some electrical retailers and department stores. To find out which store sells the capsule you are after, simply click here.
Are the capsules recyclable?
Yes, all NESCAFÉ® Dolce Gusto® capsules can now be recycled via our partnership with experts TerraCycle®. For more information on how to start recycling today visit www.terracycle.com.au
Are the capsules Kosher?
How do the capsules work?
Here's how it works:
- When a capsule is inserted, a needle pierces through the capsule seal. Water enters the capsule and pressure begins to build, pushing the water evenly through the coffee.
- As the pressure builds to its optimum level to maximize the flavour, the seal at the bottom of the capsule is broken and the coffee begins to flow into your cup.
Can I reuse a capsule?
No, our capsules are designed to give you the perfect cup everytime and
are not suitable for making two cups.