Frequently
asked Questions

All you need to do is to click on ‘My Account Icon’ and click ‘Not a Member, Sign Up’ Link or login with your Facebook account

When you create a member account with us, you can look forward to lots of great things from us. You can:

• Be the first to know latest news, tips and best offers.
• Enjoy our exciting NESCAFE Dolce Gusto e-newsletter 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 tantalizing capsule flavors and stylish accessories, available exclusively online
• Receive opportunities to get free gifts or win amazing prizes from us

When you register your machine you can look forward to lots of great things from us; You can:

• Be the first to know exclusive news, tips and offers for our NESCAFE Dolce Gusto machine owners!
• Enjoy a personalized NESCAFE Dolce Gusto e-newsletter delivered straight to your inbox.
• Have direct access to our webshop at http://shop.dolce-gusto.co.th/en/ where you can buy a special selection of exciting capsule flavors and stylish accessories to enjoy your NESCAFE Dolce Gusto beverage, available exclusively online
• Receive a free welcome gift for you to start your journey with us
• Receive opportunities to get free gifts or win amazing prizes from us exclusively for our NESCAFE Dolce Gusto users

You must complete your registration form with the correct information. If you make a mistake or do not complete all the information, the system would not be able to correct your personal information. You’ll either be re-directed back to your most recent page, or it may accept incorrect information, leading to us not being able to contact you or provide you with the service you need.

Particular care is needed when:

• filling in your name, contact number and 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 or email us at: dolcegusto@th.nestle.com

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.

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.

Our website is fully secure and adheres to best practice e-commerce security measures.

To log in, all you have to do is click on ‘My Account Icon” located on the top right corner of your screen and enter your username and password.

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.

If the website is still not loading properly, please try to refresh your page or closing and reopening your window to try again.

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 or email us at: dolcegusto@th.nestle.com.

• First you need to make sure you are registered a member account with us. If you have not created membership with us yet, please do so by clicking on the “My Account Icon” and click on “Not a member yet, Sign Up”, then fill in details and proceed accordingly.
  After finished creating a membership account with us. You can shop through our website and click the “Add to Basket” once you have selected the product(s) 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 “Checkout”.
• Please make sure to fill in your address and select one payment option between our Online payment options or Cash-on-delivery and process the payment process accordingly.

We offer a variety of online payment options such as Credit/Debit card payment, Rabbit Line Pay, QR Code (THAI QR) and Bank Transfers. We also offer a worry-free payment option with Cash-on-delivery. You can pay directly to our delivery staff upon receiving you order.

Take advantage of our free delivery service by ordering the amount needed to get this! We reserve the right to change delivery policy according to the marketing campaign at the time you place order.

If you have completed your payment or receive the order confirmation page, it means that your order has gone through. An email will be sent to your inbox regarding your order details. Be sure to check your email junk mail folder and add website to your address book or mark the email sender as safe!

If you need any further help please call our customer service team on 02-657-8601.

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.

For orders through our web shop, we aim to deliver within 3-5 working days from the date your order. If you subscribed to a subscription package, then your order will be delivered on the date which you have chosen for each month. 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.

If you are not completely satisfied, please call our customer service team on 02-657-8601.

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.

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'

To unsubscribe from our communications (including latest offers, products, news and free samples), please log in to your account and click “My Account” where you can find the option to change your account settings.

You can buy NESCAFÉ® Dolce Gusto® machines at our online shop or participating dealers. Please refer to our store locator store locator for dealers located near you.

You may purchase the Liquid Descaling Kit from our webshop HERE  and watch the descaling instructional video HERE .

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.

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

If you need to replacement parts for your machine please call our NESCAFÉ® DOLCE GUSTO® helpline free on 02-657-8601 email: dolcegusto@th.nestle.com and we will be happy to help.

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.

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.

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:dolcegusto@th.nestle.com.