How can we help you?

To be able to place an order through our webshop and take advantage of special offers, you’ll need to create an account. Click on the MY ACCOUNT section (the round icon with a person inside) on the top right hand corner of the website. Click the ‘Join Now’ button which will take you to our ‘New Account Creation’ screen where you can enter all your details and sign up to our newsletter to keep up to date with the latest news, offers and product launches.  

If you would like further advice on how to create your account, please call our NESCAFÉ® Dolce Gusto® team on 0800 365 234 or click here to reach us by email.

To login, all you have to do is click on the MY ACCOUNT section (the round icon with a person inside) at the top right hand corner of the website and enter your username and password in the ‘Sign In’ section of the website.

When you create your account you can look forward to lots of great things from the NESCAFÉ® Dolce Gusto® Team. If you’ve elected to hear from us, you’ll be the first to receive latest news, tips and special offers.

Pop in to our webshop where you can buy a selection of great tasting coffees and stylish accessories. Our accessories are only available online.

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.

You need an account to be able to purchase from our webshop. This ensures we have all the information we require to process your order and get it to you as quickly as we can.

To reset your password, place your cursor over the MY ACCOUNT section (the round icon with a person inside) located at the top right hand side of your screen. Enter your email address and click the ‘Forgot Your Password’ link and hit submit. 

An email will then be sent 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 0800 365 234 or click here to reach us by email and we’ll arrange for the part to come out to you.

When you first purchase your machine, we’d suggest you watch this short 2 minute video which will show you how to best look after your machine

This may be a result of a small blockage. Before preparing your next cup, clean and dry the capsule holder, particularly the beverage outlet opening. We can assure you that the quality of the final beverage is not impacted and can be consumed.

This is normal: as long as the capsule is not removed and discarded it will continue to drip into the cup or the drip tray (once the cup is removed). The dripping lasts longer for coffee capsules than for milk capsules. To stop dripping, remove and discard the used capsule after the light stops blinking.

It is likely that you removed the holder from the machine too soon. Always wait for the light to stop blinking before removing the holder from the machine.

Do not try to remove the capsule holder too soon. Always wait for the light to stop blinking. If still difficult to remove, do not force. Switch off the machine and wait for 5 minutes before trying to remove.
It is important to clean your capsule holder after each use, to ensure no residual product is causing stickiness. 

Check that you are using regular tap water and not refrigerated water. If necessary, descale the machine following the instructions from the machine enquiries section above.

Water can leak when the water tank or the seal at the base of the machine is damaged. Firstly try these steps -
 
1. Remove the water tank from the machine
2. Place the water tank on a tea towel on the bench and leave it for a short time (30-60 minutes)
3. If the tea towel is wet then it is the water tank that may be the cause

4. If the tea towel is dry, then it is most likely the seal on the base of the machine

Once you’ve gone through these steps and identified the possible issue, please call our NESCAFE Dolce Gusto team on 0800 365 234 or click here to reach us by email. If you can provide the EDG/Type/NCU number found at the bottom of your machine this will enable us to help you quickly. We’ll help as best as we can, but if your machine is past it’s 2 year warranty, we may not be in a position to replace this for you.

Firstly, check if there is water in the water tank. If no, fill tank with water and start again.

If this is not the cause, 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. To remove the bubble, follow these steps -  

If the machine is brand new, or has been unused for a period of time, there may be air inhibiting water flow. To resolve this, the machine should be primed. To prime the machine, lift the water tank [with water] up and down a number of times on the back of the machine as this can be useful in expelling any air pockets. You can expect to see air bubbles rising in the tank. We suggest performing this action 10 - 20 times, then trying to achieve flow ensuring you have a cup underneath the dispenser to catch any water. This can be repeated numerous times until flow is achieved. 

If you have completed the above steps and there is still no flow, turn your machine off and on (switching off at power point as well) and repeat the previous step up to 10 times until water flows. In between each time turning it off and on, lift and put down the water tank a few times to apply pressure in the pipes.

If you still have concerns, please do not hesitate to call our team on 0800 365 234 or click here to reach us via email.

The level of foam depends on the size of the cup, the position of the drip tray, and sometimes the milk and coffee powders which are natural products that might show a small seasonality effect.

Yes, there is a minimum amount of $30 for an order placed (not including the delivery fee or discounts).

If you cannot find a particular item in the shop, it means we’re sadly no longer ranging this item.

We currently only deliver to addresses within New Zealand.

No, you can only order online

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 0800 365 234 or click here to reach us by email.

1.    Log into your account using your email address and password under the MY ACCOUNT section (the round icon with a person inside) located at the top right hand side of the screen. 

2.    View our range of Coffees & Drinks, Machines and Accessories and select the items you wish to order by hitting the ‘Add to Cart’ button alongside the desired product. 

3.    Once you have finished shopping, click the bag icon located towards the top right hand corner of the screen.

4.    Select ‘View your Cart’. Here you will be able to review or change your order. If you make changes to your order, click ‘Update Shopping Cart’. Please note that once your order is submitted no changes can be made

5.    Select the ‘Proceed to Checkout’ button to finalise your postal address and payment details. Please double check your address and payment details before selecting the ‘Place Order’ button.

6.    A confirmation email will then be sent to your email address.

7.    Once your order is shipped, a further email will be sent to your email address with the tracking details to enable you to track your order

We currently accept Visa and MasterCard.

There is a flat postage fee for all orders of $10.00. We offer free postage on all orders over $75.00. For value for money we recommend that you order several items at once.

If your order has successfully 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 0800 365 234 or click here to reach us by email.

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 0800 365 234 or click here to reach us by email.

We are very sorry but we are unable to cancel an order once it has been submitted.

If you need any further help please call our NESCAFÉ® Dolce Gusto® team on 0800 365 234 or click here to reach us by email.

If you are not completely satisfied, please call our NESCAFÉ® Dolce Gusto® team on 0800 365 234 or click here to reach us by email. Please let us know your order number and details of what’s happened and we’ll make this right for you. Please note that as per our terms and conditions, we don’t accept returns for change of mind.

We endeavour to have your order to you within 3-10 working days of it being placed. When your order leaves us, you will receive a Shipment Notification email with tracking information. If you haven't received your tracking information, please call our NESCAFÉ® Dolce Gusto® team on 0800 365 234 or click here to reach us by email so we can look into it further. If you have received the tracking information, we recommend that you firstly get in touch with the courier company delivering your order to check its status. If you’ve done this and still have not received your order, please get in touch as per above.

Once your order leaves us, we rely on our parcel delivery network to deliver your parcel successfully. If you haven’t received your order, firstly, please make contact with the courier company delivering your parcel to check if it is waiting for you at a local collection point. If you’ve done this and still haven’t received your parcel, please contact our NESCAFÉ® Dolce Gusto® team on 0800 365 234 or click here to reach us by email and we’ll try to help.

We’re sorry to see you go, but we understand circumstances can change. Please contact our NESCAFÉ® Dolce Gusto® team on 0800 365 234 or click here to reach us by email and we’ll cancel this for you.

There are two options. Log in to your account under the MY ACCOUNT option (the round icon with a person inside) located at the top right hand corner of the screen. 

Option 1:

1.    With your cursor, hover over MY ACCOUNT and select ‘My Webshop Credit’ from the menu.

2.    Enter your code in the ‘Enter New Code’ field and hit the save button.

3.    You can then select and redeem your code at checkout. 

Option 2:

1.    Once in the checkout scroll down until you see a section entitled “Redeem Registration/promotional codes”.

2.    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.

1.    Log in to your account under the MY ACCOUNT (the round icon with a person inside) section.

2.    Once you have finished shopping, click the bag icon and select the ‘Go To Basket’ button.

3.    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.

4.    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.

To change your details, log into your account using your email address and password under the MY ACCOUNT section (the round icon with a person inside) located at the top right hand side of the screen. This will take you to your ‘Summary’ screen where you can update your address, view your order history, change your payment details, add a machine and much more.

To reset your password, place your cursor over the MY ACCOUNT section (the round icon with a person inside) located at the top right hand side of your screen. Enter your email address and click the ‘Forgot Your Password’ link and hit submit. 

An email will then be sent 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 0800 365 234 or click here to reach us by email and we’ll arrange for the part to come out to you.

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.

All NESCAFÉ® Dolce Gusto(R) machines are produced with an iconic NESCAFÉ® red protective power cable which aligns with our NESCAFÉ® branding.

We have water tanks, capsule holders and drip trays available for our current machines. If you need replacement parts for your machine, please let us know your machine model  (e.g. Genio S, Piccolo XS, Infinnissima) and the EDG, Type of NCU number on the bottom of the machine. Call our NESCAFÉ® Dolce Gusto® team on 0800 365 234 or click here to reach us by email and we’ll arrange for the part to come out to you if its available.

Unfortunately, we don’t have any rinsing tools available, however if you’ve misplaced your tool, you can use a conventional needle or pin instead.

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 removes the build up of limescale, keeping water flow fast and pump pressure high.

We recommend using the NESCAFÉ® Dolce Gusto® Descaling Kit to descale your NESCAFÉ® Dolce Gusto® machine every 6 months (or every 300 cups). This can be purchased directly from our online shop.

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 0800 365 234 or click here to reach us by email so we can help. If you can let us know the exact nature of the problem, the type of machine you have and the age of your machine, this will help us troubleshoot with you.

You can find out all about our machines including full descriptions here.

The mobile APP has been decommissioned from May 2023 and will no longer be updated or available to be downloaded. Apologies for the inconvenience but rest assured, you will still be able to use your machine.

We cannot comment on other companies’ capsules’ fit with NESCAFÉ® Dolce Gusto® machines. The NESCAFÉ® Dolce Gusto® capsules and the NESCAFÉ® Dolce Gusto® machines were designed to interact together - the interaction provides the in-cup quality that NESCAFÉ® Dolce Gusto® is known for.

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.co.nz.

No, none of our capsules contain soy milk. 

Unfortunately the NESCAFÉ Dolce Gusto Milk capsules are not available on their own at this time.

By using the milk capsule first and then the coffee capsule, the foam of the final beverage remains white. This is the authentic way of preparing these beverages. If the opposite is done, the foam becomes brown. However, there is no problem with the taste or enjoyment of the cup.

At the moment we have a variety of capsules available in New Zealand, to see the range click here

Our accessories are available for purchase through the online shop only. Click here to browse through the range and shop.

We’re really sorry but we don’t refund if you have changed your mind. To view the terms and conditions of sale please click here

We endeavour to package our accessories so that they arrive in the best possible condition. Please call our NESCAFÉ® Dolce Gusto® team on 0800 365 234 or click here to reach us by email so we can help.