Frequently asked Questions
I am new, how do I register?
All you need to do is hover over ‘My Account’ and click ‘Join Now’
What are the benefits of registering with website online?
When you register your machine you can look forward to lots of great things from website; You can:
- Be the first to know latest news, tips and money-saving offers.
- Enjoy our exciting e-magazine delivered straight to your inbox.
- Pop in to our webshop at http://shop.dolce-gusto.co.th/en/ where you can buy a huge selection of tantalising coffees and stylish accessories, available exclusively online
- Receive a free gift with your next order from the webshop
I am having problems registering.
You must take great care when completing the registration form. If you make a mistake or don’t complete all the information, the system won’t always highlight it. You’ll either be directed back to that page, or it may accept incorrect information, leading to problems down the line.
Particular care is needed when:
- filling in your email address – please double check it before you click ‘Next’
If you are still experiencing problems, please contact our customer service team at 02-657-8601 email: email@example.com
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 log in 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 cannot click on the link from 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.
Is your website secure?
Our website is fully secure and adheres to best practice e-commerce security measures.
How do I log in?
To log in, all you have to do is enter your username and password at the top right hand corner of the website.
I am having problems viewing the website.
In order to use this site, you must have ‘cookies’ enabled on your computer.
- Go to ‘Tools’ on your Internet browser
- Select ‘Internet Options’.
- 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.
From time to time, the website undergoes maintenance, which effects performance. If you’re having continual problems, please contact the NESCAFÉ® DOLCE GUSTO® hotline free on 02-657-8601 email: firstname.lastname@example.org.
How do I place an order?
- Register with us by clicking on the “My Account” and “Join Now” on the top of the screen then fill in details and click “Register”.
- Click the “Add to Basket” once you have selected the product you want to buy.
- If you would like to continue shopping, click anywhere on the screen. If you would like to pay for your item, click “Go to Basket”.
- Check you’re the list of items in your basket to make sure that they are correct. To proceed to delivery and payment methods, click “Proceed to Checkout”.
- Fill in your address and select one payment option between Debit/ Credit card or Cash-on-delivery and click “Place Order”
What are the payment options?
We currently accept Visa and MasterCard credit and debit cards. We also offer a worry-free payment option with Cash-on-delivery. You can pay directly to our delivery staff upon receiving you order.
Do I have to pay shipping fee?
Take advantage of our free delivery service and order now! We reserve the right to change delivery policy according to the marketing campaign at the time you place 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 website to your address book.
If you need any further help please call our customer service team on 02-657-8601.
How do I cancel an order?
Please call our customer service team on 02-657-8601 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?
We aim to deliver within 3-5 working days from the date your order. When your order ships, you will receive an email with the shipping and tracking information. You can use your tracking link from the email to trace your order. You can also find your tracking number in your account. Log in and click the "Order Status" button under the "My Account" menu after you have logged on to check delivery status.
Please check with your neighbours or building manager if you have not received your product even though the tracking says that it has been delivered. If the tracking information doesn't show up or shows that the item has been returned to us, please contact us by email or phone. It is possible that we may have the wrong shipping address, the driver may have unsuccessfully attempted to deliver, or the shipping carrier may have misplaced the product.
If you are unsure of anything please call us on 02-657-8601.
I am not satisfied with my order.
If you are not completely satisfied, please call our customer service team on 02-657-8601.
I want to change my account details.
To change your details, please log in with your existing username and password. Then roll over ‘My NESCAFÉ® DOLCE GUSTO®’ at the top of the page and click on my account where you can edit your information.
If you change your email address you will be sent an email confirmation. Please follow the instructions on this email to confirm the changes.
I’ve changed my email address – what do I do?
It’s quick and easy to change your email address on the 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 website?
To unsubscribe from our communications (including latest offers, products, news and free samples), please log in to your account and click “My Account” and go to “Newsletter” where you can change your account setting.
Where can I buy NESCAFÉ® DOLCE GUSTO® machines?
You can buy NESCAFÉ® Dolce Gusto® machines at our online shop or participating dealers. Please refer to our store locator for dealers located near you.
How do I descale my machine?
How does the machine work?
The NESCAFÉ® DOLCE GUSTO® machine heats water, which is passed at high pressure – a maximum of 15 bars – into the coffee cup through a capsule of high quality NESCAFÉ® roast and ground coffee. The coffee that is used in the capsules is made of premium NESCAFÉ® bean varieties. Each capsule makes one cup of coffee in under a minute.
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 machines. Whereas coffee percolators operate at one bar of pressure (normal atmospheric pressure) and a number of other machines operate at no more than two bars, the NESCAFÉ® DOLCE GUSTO® system can operate at 15 bars.
What is the difference between the different machines in the range?
You can find out all about our machines including full descriptions here .
Can I order spare parts for my machine from you?
If you need to replacement parts for your machine please call our NESCAFÉ® DOLCE GUSTO® helpline free on 02-657-8601 email: email@example.com and we will be happy to help.
I’ve just opened my new machine and think that one of the parts is missing
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 the place where you purchased it for a replacement. If you purchase from webshop, please call our hotline free on 02-657-8601.
What does descaling do to my machine?
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.
How often should I descale my machine?
It is recommended you descale your machine every 3-4 months or 900 uses.
My machine has stopped working.
If you’ve tried descaling and are still having problems, please call our hotline free on 02-657-8601 email: firstname.lastname@example.org.
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.
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 would like to see online demonstrations of how to make the drinks, hover your cursor over ‘ABOUT NESCAFE DOLCE GUSTO’ on the top menu and click on ‘System & Demo’.
Where can I buy capsules?
You can buy capsules directly from our online shop or from major electrical chains, department stores and major hyper/supermarket chains.
Will you produce any other kinds of capsules in the future, such as tea?
We are always looking to add new flavors to the range every year. We also bring in seasonal limited edition flavors from time to time. So register here to keep up to date with our new varieties that will be launched in the future.
Can you use other coffee capsules or only NESCAFÉ® DOLCE GUSTO® capsules?
Only NESCAFÉ® DOLCE GUSTO® coffee capsules are suitable for use with this machine. They are the only capsules that fit and that correspond to the high quality requirements for this system. And we recommend to use NESCAFÉ® DOLCE GUSTO® capsules with NESCAFÉ® DOLCE GUSTO® machines.
Are the capsules recyclable?
Unfortunately, due to the complex nature of the NESCAFÉ® DOLCE GUSTO® capsules, they cannot currently be recycled. We apologise for this but, in order to ensure the quality of the product, we believe this is the best method of packing. We recommend that used capsules are simply disposed of in your regular household waste.
We work very closely with all our packaging suppliers to ensure that the performance of our packaging is regularly improved and we take advantage of any technological advances.
You can read more about Nestlé’s commitment to corporate and social responsibility here
My box of capsules does not contain any milk.
For milky drinks such as Latté Macchiato, Cappuccino or CHOCOCINO®, you will need to use two capsules – one of which contains the milk. 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. Remember, if you’ve ordered a black drink variety, there won’t be milk included in your box. If you would like to see online demonstrations of how to make the drinks, hover your cursor over ‘ABOUT NESCAFÉ® DOLCE GUSTO® on the top menu and click on ‘System & Demo’.
If you check your box and you feel that you were not given the correct amount of milk capsules, please call the NESCAFÉ® DOLCE GUSTO® hotline free on 02-657-8601 email: email@example.com.