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Frequently asked Questions


Capsule Expiry Enquiries

What is the shelf life of your capsules?

NESCAFE Dolce Gusto capsules are all produced with 12 months of shelf life. The importing and distributing process can take up to 2 months. After which, the shelf life of our capsules will end up with 6 to 10 months of validity when they reach you.

What is the minimum shelf life of your selling capsules?

Nestlé’s policy is to sell products with at least 4 months validity. This applies to our webshop and retail channels for our consumers’ optimal enjoyment of our products.

Is it safe to consume your products if it's less than the minimum sales shelf life?

Yes, our products are still perfectly fine and in good condition if it’s less than the minimum shelf life. Our capsules are produced to be stay valid down to the last day of the expiry date for maximum enjoyment period of our beverages.

General Questions

Does the name "Dolce Gusto" have a meaning?

“Dolce Gusto” is Italian and literally translated stands for sweet taste. The name NESCAFÉ® Dolce Gusto® also connotes Dolce Vita, describing the relaxed Italian lifestyle. It stands for pleasure and enjoyment and particularly enjoyment of a great cup of coffee.

What's so special about NESCAFÉ® Dolce Gusto®?

State of the art coffee technology with 15bars pressure, a stylish design and selected high quality ingredients make the NESCAFÉ® Dolce Gusto® experience unique.

What makes NESCAFÉ® Dolce Gusto® different from competitors?

NESCAFÉ has an extensive worldwide experience in the overall coffee market and a joint venture with KRUPS®, a leader in the coffee machine industry.

The exclusive NESCAFÉ® Dolce Gusto® system allows preparation of a broad range of beverages including finest Espresso and frothy milk for Cappucino. All this in just one machine, offering consumers a broader choice and more convenience than many existing competitors.

I am having problems viewing the entire website

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.

If you are using Firefox browser, during your first visit to the site you will encounter warning “The connection is untrusted”. To proceed, click on the option “I understand the technical risks”. You will encounter this only once and will not have to do it again on your next visit.

Where can I purchase NESCAFÉ® Dolce Gusto® products?

NESCAFÉ® Dolce Gusto® products are available in the online shop and also at selected dealers.

Is your website secure?

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

Your Account

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

Click on Register Now on the top menu to complete your details.

If you would like further advice on how to register, please call our Consumer Service team at 1 800 88 3633.

Why do I have to register?

You will need an account in order to shop online and also to receive monthly newsletter update through email on new machine range, flavours, accessories and exclusive offers.

I have registered my machine at the GroupSeb website. Why do I need to register again?

Registration at GroupSeb website is only for your machine warranty. To be able to enjoy NESCAFÉ® Dolce Gusto® benefits and shop online, you will need to create an account with us.

I have not received the confirmation email to complete my registration to activate my account. What should I do?

Please check in your junk mail folder. If you cannot find the email, you can request for a new confirmation email. Just log in at the top right hand side of the screen using your email 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 in the confirmation email that you received, your account will be fully activated.

Please note if you fail to activate your account within 20 days, your account will be automatically deleted as this website adheres to Nestle Privacy Policy. We will not be able to retrieve your account or any detailes (such as code) and you will need to re-create your account. However, you will not be able to re-enter any codes that you have submitted earlier and we will not be providing you with a new one. Hence it is important for you to complete the process up to the activation of your account immediately upon registration.

I forgot my login information. What should I do?

NESCAFÉ® Dolce Gusto® website uses the combination of email and password in order to log into an account. If you forgot the email address that you used to create your account, please contact us. Remember, we need to do validation prior providing you with this information.

To reset your password, click "Forgot your password?" at the bottom left hand corner of the login box and enter your email address. An email will be sent to you with a link that will bring you to a page for you to create new password. Please remember that password field is case sensitive.

How can I change my account details?

To change your details, please log into your account using your login information and click on "Profile & Account".

If you changed your email address, a confirmation email will be sent to you. Please follow the instructions in this email to confirm the changes. You can call one of our Customer Service representative at 1 800 88 3633 for advice on how to change account details.

How do I close/delete my account?

To close/delete from NESCAFÉ® Dolce Gusto®, please log in using your login information and click on "Profile & Account" and then click on "Delete Profile".

Please note that once your account is deleted, we will not be able to retrieve your account or any detailes (such as code) as this website adheres to Nestle Privacy Policy. If you want to become a member again in the future, you will need to re-create your account. However, you will not be able to reenter any codes that you have submitted earlier and we will not be providing you with a new one.

How do I subscribe/unsubscribe to NESCAFÉ® Dolce Gusto® newsletter?

To subscribe to NESCAFÉ® Dolce Gusto® newsletter, please log in using your login information and click on "Profile & Account". Check the box for newsletter subscription and click button "Save". You will receive notification email confirming your subscription.

To unsubscribe, please log in using your login information and click on "Profile & Account". Uncheck the box for newsletter subscription and click button "Save". 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.

Accessories Enquiries

Where can I buy NESCAFÉ® Dolce Gusto® accessories?

Our accessories are available for purchase through the Online Shop ONLY. It is part of the advantage of becoming our member.

Shopping Online

How to place an order from NESCAFÉ® Dolce Gusto® Malaysia online shop?

Select the items that you want to order and add them to your cart. On the top right hand side of the page you will find a ‘cart’ icon with number of items in your cart , click on it to view the details. If you have NESCAFÉ® Dolce Gusto® Malaysia account already, please log in to your account or if you are new, you will prompt you create an account before proceeding with the check-out process.

Once you are logged in to your account, you can verify your order details. You will be able to make changes to your billing and shipping address, change quantities or delete items from your cart. If you are happy with your shopping cart, click the ‘Order and Proceed to Payment’ button. Please note, do not log out of the page or use the return button while we are authorising your Credit Card as this can result in order duplication. Once the system has completed the checkout, you will receive an email containing your order details.

Cancel / change order

Once you have placed your order, you are not allowed to cancel or change it.

Online Shop order requirements.

The following requirements have to be met in order for you to proceed with order on our Online Shop:


- Minimum of value of RM 150 per order is required to proceed with placing the order. Your shipping fee will be waived at a value exceeding RM 250.

- The Online Shop might cancel any orders with a value above RM500. In such a case you would be informed via e-mail about the cancellation and the amount charged to your credit card would be fully refunded. The maximum rule does not apply for single item with a value of RM500 and above (eg: NESCAFÉ® Dolce Gusto® machine).

What is your return policy?

We want you to be pleased with your purchase. if the product you purchase is defective in materials and workmanship due to our fault we may offer a repair, exchange or refund, at our discretion as appropriate in accordance with these terms and our prevailing exchange policy, if any within 14 days from the date you receive the product together with the original invoice and in original packaging.

Please note the following condition:


- Product can be returned only in Malaysia.
- Product can be returned if it is damaged before receipt of the same by you
- Product can be returned if there is a discrepancy between ordering and delivery.
- Product must be returned undamaged and in its original packaging.
- For food safety requirement, no refund or exchange will be given for consumable (capsules) if the original packaging (box) has been opened. Please verify prior opening the packaging by reading the details of the content written on the packaging.
- Original shipping costs will not be refunded and you have to bear the cost of shipping the item back to us.

Original shipping costs will not be refunded and you will bear the cost of shipping the goods back to us. You are responsible for all goods until it reaches us. For your own protection, we recommend that you send the goods using a trackable delivery service that insures you for the value of the goods. Please contact our Consumer Services team on 1 800 88 3633 prior arranging the return of your order.

Shipping & Delivery

Can I have my order delivered to an address other than my home?

For your convenience, you may prefer to have your order delivered to your office address. If you choose this option, please include the name of your business in the address during online ordering. Please note, if you choose this option, goods may be left with reception or the Mail Room.

Delivery to PO Box is not permitted for security reasons.

Signature on delivery

If you will not be home to accept delivery of your order, consider shipping your order where somewhere you trust will be able to sign for your package.

For your convenience, you may prefer to have your order delivered to your office address. If you choose this option, please include the name of your business in the address. Please note, if you choose this option, goods may be left with reception or the Mail Room.

Delivery to PO Box is not permitted for security reasons.

I need to change my shipping address

You are not allowed to change your shipping address once your order has been shipped. Please ensure you entered the correct delivery address when you placed the order on our online shop.

I will not be home on the scheduled delivery date.

As our carrier requires a signature on delivery, the carrier will leave a calling card if you are not at home. You can then contact the carrier directly to schedule a new delivery appointment or alternatively amend your delivery address.

What happens if my delivery goes missing or is damanged?

In case of any problem with your delivery, we will be in direct contact with the carrier to resolve the issue as quickly as possible with as little inconvenience to you.

If you have already received your order and find that it is damanged, please call the NESCAFÉ® Dolce Gusto® hotline 1 800 88 3633.

Shipping outside Malaysia

The NESCAFÉ® Dolce Gusto® Malaysia Online Shop only ships within Malaysia.

NESCAFÉ® Dolce Gusto® products are available in other countries around the globe, please click here for our global directory to find out if a NESCAFÉ® Dolce Gusto® Online Shop serves your country.

How my order will be shipped to me?

You order will be shipped using courier service.

How much am I charged for shipping?

FREE shipment applies to orders exceeding RM150.

When can I expect my order?

Once your order has been handed over to the carrier for delivery, you will receive a Shipment Notification email with carrier and tracking information. Delivery will take 3 - 10 business days after the product has shipped depending custom clearance. Please note that all delivery lead time are estimated.

What time will my order be delivered?

Deliveries are made between 8am and 5pm on business days. Our courier is unable to provide an exact time of delivery and cannot make a call prior to delivery.

Payment & Billing

Payment methods

NESCAFÉ® Dolce Gusto® Malaysia Online Shop accepts payment using credit or debit cards from MasterCard and Visa. Payment using Bonus Points is also permitted (with conditions). Please refer to Bonus Points FAQ section for more details.

Troubleshooting credit card payment errors.

Please do the following when you encounter payment errors


- If you credit card is new or recently issued, make sure it has been activated.
- Double check the card type (for example, Visa), the account number and expiration date.
- Remove dashes or spaces from the account number.
- Check with your bank whether you have sufficient credit limit available.
- If everything seems to be correct, call the card issuer’s customer service number on the back of your card. Your credit card company may need to speak with you before they authorise your purchase.

Credit card account verification.

To prevent any unnecessary delays processing your order, please ensure that the billing address on your order matches the information on your credit card account. If you have recently moved or are unsure whether you receive your credit card statement at your work or home address, please contact your card-issuing back using the number on the back of your credit card to confirm.

Can I change my payment methods?

The payment method for an order cannot be amended once the order has been submitted to us.

Why was my credit card payment not process?

Your credit card company may have declined authorisation to debit your card due to one fo the below mentioned reasons.


- There may be a credit limit on your account
- The incorrect card type, number or expiry date was accidentally selected when placing the order.
- Your bank requires verification from you before authorising the purchase.
- Your card may be recently issued and has not yet been activated.

Can I change my billing address?

Your billing address is the registered address that your credit/debit card company holds. Please ensure that your billing address is correct at the time of placing your order. Once we accept your order your billing address cannot be changed as we will have already authorised your credit/debit card.

Can I place my order using a non-Malaysia credit/debit card?

We accept payments from customers with billing details in Malaysia.

Policies

Privacy Policy

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Terms & Conditions

Read the details of our Terms & Conditions.

Machine Warranty

Read the warranty to learn how KRUPS® covers your machine purchases.