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Frequently asked Questions


Getting Started

I cannot click on the link in 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.

I am new to Dolce Gusto, how do i register?

All you need to do is 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.

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 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

How do I place an order?

- Login using your email address and password
- Hover over the 'Flavours', '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 amount of items you require and click on ‘Update Basket’ to update your basket
- Click on ‘Proceed to checkout’ once you’re happy with your order and follow the instructions

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 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.

 

Is your website secure?

The NESCAFÉ® DOLCE GUSTO® website is fully secure and adheres to best practice ecommerce security measures.

I have forgotten my log in details.

Please remember that your password is case-sensitive.
To reset your password:
Hover over 'My account' at the top right hand corner of the page
Click on 'Forgot Your Password?'
Enter your 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. If the email does not come through within 30 mins please check your junk mail.

Can I order by post or over the phone?

No, you can only order online.

Can I shop online if I don’t have a machine or haven’t registered my machine?

Yes, of course, but you’ll need to register your basic information by clicking here first. 

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

Please remember that your password is case-sensitive.

To reset your password:

  • Click on register now at the top of the navigation bar.
  • Click on ‘Forgot Password’
  • 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.

I want to change my account details

To change your details you first need to log in to your account. You can do this by 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 'Log in'. You will then be shown all of the details we have for your account.

From here you can update your shipping and billing address information, look at your order history, review your wishlist, reviews and webshop credit information and tell us more about you and the machine you own.

 

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

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

I am having problems viewing the entire 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 our Consumer Services team on 086 009 6116.

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 'Log in'. You will then be shown all of the details we have for your account.
From here you can update your shipping and billing address information, look at your order history, review your wishlist, reviews and webshop credit information and tell us more about you and the machine you own.

I am already registered with NESCAFÉ® Dolce Gusto®, how do I access my account?

Point your mouse at the 'My Account' button which is above the main menu on the homepage. Enter your Email Address and password into the form provided and click the Login button

 

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 'Log in'. You will then be shown all of the details we have for your account.
From here you can update your shipping and billing address information, look at your order history, review your wishlist, reviews and webshop credit information and tell us more about you and the machine you own.

 

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 +27 (0)11 514 6116.
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.

 

Managing your account

I want to change my account details.

To change your details, please login with your existing username and password. Then roll over ‘My NESCAFÉ® Dolce Gusto®’ at the top of the page 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.

How do I unsubscribe?

Simply by clicking the link at the bottom of any of our emails. Alternatively, you can contact the Nestlé Consumer Services Department by emailing consumer.services@za.nestle.com or by calling 086 009 6116. Lines are open Monday to Friday, 9am to 5pm.

We hope you stay with us. By remaining a member, you’ll continue to:

  • Be the first to hear about the latest news and product launches
  • Receive tips for getting the most out of your machine
  • Help, through your warranty, if anything goes wrong

Please bear with us. Due to our processes, you may still receive some communications for up to two months.

Machine enquiries

How does the machine work?

The NESCAFÉ® Dolce Gusto® machine pumps water at up to 15 bar pump 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 pump pressure similar to that of professional machines. Whereas coffee percolators operate at one bar of pressure (normal atmospheric pressure) the NESCAFÉ® Dolce Gusto® system can operate at a maximum of 15 bars pump pressure.

 

Is Dolce Gusto available in any other countries?

Yes, you can. Simply scroll to the very top of this page and click on the link on the left that says ‘Country selection’ to see all the countries in which NESCAFÉ® Dolce Gusto® is available.

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 086 009 6116 and we will be happy to help.

Can I shop online if I don’t have a machine or haven’t registered my machine?

Yes, of course, but you’ll need to register your basic information by clicking here first.

I have opened my new machine and 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.

How do I descale my CIRCOLO, GENIO or MINI ME machine?

Click here for a simple video to show you how to descale your machine or follow the instructions below:

Setting up for descaling
1. Make up descaling solution as per manufacturer‘s instructions and then fill water tank with solution
2. Insert empty capsule holder into machine and place jug underneath.
Descaling
1. Press the on/off button and hold in for 5 seconds until it flashes green
2. Please note the on/off switch will continue to flash green throughout the descaling process
3. Switch the lever to the hot position until half of the solution has passed through the machine
4. Switch the lever to the middle position and leave for 5 minutes
5. Switch the lever to the cold position until the remainder of the liquid has passed through the machine
6. Switch the lever to the middle position and leave for 5 minutes
Rinsing
1. Rinse and fill water tank with 1 litre of fresh water and replace jug underneath
2. Switch the lever to the hot position until half of the solution has passed through the machine (half a litre)
3. Switch the lever to the cold position until the remainder of the liquid has passed through the machine
4. Switch the lever to the middle position and turn your machine off. This will take the machine out of descaling mode.
5. Wipe your machine with a dry clean cloth
Future use
1. Turn machine on by quickly pressing on/off switch
2. Descale your machine every 3-4 months

I need to descale 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.

 

 

My machine has stopped working.

It is recommended you should descale your machine every 3-4 months or 900 uses.

 

Capsule enquiries

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.

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.

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:

-Milk capsules have a white base
- Coffee capsules have a black or dark brown.
- Chocolate capsules have a light brown base
- Cold drinks have a silver base.

Click here to see an online demonstrations of how to make different drinks.

Are the capsules recyclable?

We are exploring a number of possible solutions and hope to provide an update on our plans shortly.

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 086 009 6116.

 

Will you produce any other kinds of capsules in the future?

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.

 

My order

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.

Can I order by post or over the phone?

No, you can only order online.

How do I place an order?

- Login using your email address and password
- Hover over the 'Varieties', '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 amount of items you require and click on ‘Update Basket’ to update your basket
- Click on ‘Proceed to checkout’ once you’re happy with your order and follow the instructions

What cards can I use to pay for my order?

We currently accept Visa and MasterCard credit and debit cards.

We are sorry that we cannot accept any other payment method at present, but we are always reviewing the viability of other payment methods.

I want to change my account details

To change your details you first need to log in to your account. You can do this by 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 'Log in'. You will then be shown all of the details we have for your account.

From here you can update your shipping and billing address information, look at your order history, review your wishlist, reviews and webshop credit information and tell us more about you and the machine you own.



 

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

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

How do I write a review?

If you would like to write a review of a product, you can do so easily by going to the product page and clicking on the 'Reviews and Ratings' tab. Once submitted, your review will be uploaded within 10 days.

Before you submit a review please ensure you adhere to these House Rules:
1. Focus on your own experience with our products: this forum is designed to capture your experience with NESCAFE Dolce Gusto products.
2. Be mindful of people’s privacy: don’t share private information about other people.
3. Keep it clean: no indecent, misleading, or unlawful posts.
4. No personal attacks, please: avoid any aggressive, defamatory or threatening posts. Mind your wording and tone. Avoid posting any information inciting racial, ethnical, religious, gender or political opposition.
5. Stay on topic: no spam, good luck/chain posts, commercial/advertising/promotional posts, or repetitive postings.
6. Be truthful: do not submit any content that you know is false, inaccurate or misleading.

Please note that the content posted on this site does not necessarily reflect our views or opinions. We are not responsible for anything contained in links on this site to third party content or websites. We may refuse to publish or remove posts which are not compliant with these House Rules. We retain the right to amend the present House of Rules at any time.

Troubleshooting

I cannot click on the link in 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.

 

How do I login?

To login, all you have to do is hover over the ‘My Account’ section in the top right section of the page. Enter email address and password and click ‘login’.

Subscription

What is the NESCAFÉ Dolce Gusto subscription programme?

Online subscription is designed to make your Nescafé Dolce Gusto experience easier, saving you the hassle of having to plan your shopping list in advance. Your chosen pods will be delivered to your door monthly, within a month and 3-5 days after the date of your first order.

 

How do I get started?

If you have an existing NESCAFÉ Dolce Gusto account, then simply login with your username and password. Go to the ‘Subscriptions’ tab and simply select between 4-9 boxes of your favourite drinks. Then enter your delivery details, followed by your card details. Easy! If you do not already have a NESCAFÉ Dolce Gusto account then select the ‘My Account’ tab and then ‘Join Now’ and follow the above steps.

How does it work?

Subscription is designed to make enjoying your favourite drinks easier. So, your selected boxes of pods will be delivered to your door every month (within a month and 3-5 days after the date of your first order), without you even having to think about it. If you want to change your order then you can. Simply visit ‘My Account > My Subscription > edit’ to change your order

 

Can I purchase accessories with my subscription order?

No, subscriptions are exclusive to our delicious variety of beverages. Our accessories range can be ordered as part of a non-subscription order.

Can I order over the phone?

No, orders can only be made through our webshop. Our efficient and easy to use webshop makes enjoying our 34 drink varieties easier than ever.

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

You can set up a direct debit with your credit or debit card. We accept MasterCard and Visa. You can also save your card so you don't have to re-enter your details.

Can I change my subscription order?

Yes, simply visit ‘My Account > My Subscription > edit’ to change your order. You can make changes to your orders or subscription details at any time. You will be notified by email that your account has been changed. Any orders that have been processed before the change/cancellation will be still dispatched.

Can I pause my subscription?

Yes simply visit, ‘My Account > My Subscription > pause’ next to the subscription you would like to pause. It can be reactivated, but please note this may mean that your delivery date is not the same as before.

 

Can I stop my subscription?

Yes, simply visit ‘My Account > My Subscriptions > delete’ next to the order you would like to cancel. It can be reactivated at any time. Please note any orders that have been processed before the change/cancellation will be still dispatched.

Can I unsubscribe?

Yes simply visit, ‘My Account. My Subscription > delete’ next to the subscription you would like to cancel. It can be reactivated at any time. This will unsubscribe you from this programme only, and no other communications with NESCAFÉ Dolce Gusto.

How do I view my existing subscription?

Click, ‘Login’ then click the ‘My Account’ tab and then ‘My Subscriptions’ on the drop down arrow.

What if my credit card expires during my subscription?

You will receive an email instructing you how to amend your credit card details. Simply follow the link to update your card details/add another card and your order will be delivered as usual. Alternatively, you can login and go to the ‘My Account’ tab and ‘My Subscription’ and then click on your order. Once you have selected your order, click ‘payment details’ and here you can amend your payment to the updated card.

 

How do I change my delivery address?

Login to your account using your NESCAFÉ Dolce Gusto username and password. Then select My Account tab and My Subscription on the drop down arrow. Then select the order and click ‘Change Delivery Details’. Please note that it is the delivery address for subscription orders that will be changed, not on delivery for standard, non-subscription orders.

If my favourite pod is out of stock, how will this affect my order?

If your favourite pod is not available, you can pause your subscription and then reactivate it when it comes back in stock. You will receive an email informing you that the pod has been restocked.

Competitions and Promotions

Valentine's Day Promotion 2016

­­­­­By participating in the NESCAFÉ® Dolce Gusto® VALENTINE’S DAY ONLINE PROMOTION, consumers agree to the rules set out below.

NESCAFÉ® Dolce Gusto VALENTINE’S DAY ONLINE SALE

  1. This competition is limited to residents of South Africa. In addition, the following people shall not be eligible to participate in this competition: 

1.1.    Directors, members, partners, promotional and advertising agents, merchandisers, employees or consultants of Nestlé (South Africa) (Pty) Limited and organisers or promoters of the Competition.

1.2.    People who are not legal residents and/or legal citizens of the Republic of South Africa.

1.3.    Spouse, life partner, parent, child, brother, sister, business partner or associate of any of the persons specified in 1.1 above.

1.4.    Persons under the age of 18 years.

  1. The promotion shall commence on 4 February 2016 and end on 12 February 2016 ONLINE ONLY!
  2. The promotion entails consumers receiving 1 box of Milo capsules, 1 Box of Chococino capsules and a travel mug free when they Purchase any NESCAFÉ Dolce Gusto coffee machine:

3.1.    Total value of free gifts is R349 inclusive.

3.2.    Free delivery is included in the promotion

3.3.    Delivery takes 3 to 5 days

  1. To participate in this promotion, the  consumer must:

4.1.    Go to www.dolce-gusto.co.za

4.2.    Register online

4.3.    Proceed to shop for ideal NESCAFÉ Dolce Gusto coffee machine

4.4.    Check out order with correct delivery address and day time telephone number

4.5.    Finalise purchase with payment (see online site for payment options)

 

  1. Confirmed orders will be delivered to the consumer by a courier service for Nestlé (South Africa) (Pty) Limited within 5 working days from purchase.
  2. The promotional gifts are not transferable, and no substitution or cash redemption of the promotional gifts is permitted.
  3. By participating in this promotion you authorise Nestlé® and the organiser or promoter, to collect, store and use (not share) personal information of entrants for communication or statistical purposes. You are entitled to decline any marketing communication by emailing consumer.services@za.nestle.com. Any personal data submitted by you will be used solely in accordance with current South African data protection legislation and Nestlé’s privacy policy.
  4. For further information or enquiries please email our consumer services at www.nestle.co.za or call us on our tall free number - 086 009 6116