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Frequently asked Questions

Getting Started

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

You can register here  or hover over 'My Account' at the top of this page and click on 'Join Now' and follow the instructions.

How do I claim my welcome offer?

To claim your $10 credit, NESCAFÉ Dolce Gusto machine owners must register with us first. You can register here 
Once registered, enter the unique machine code found inside the Welcome Booklet at the checkout. The $10 discount will be deducted from your basket total.

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

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?' and enter your email address. An email will be sent to you with a link to reset your password.

I am having problems viewing the entire website

In order to use this site, you must have "cookies" enabled on your browser. 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.

Machine enquiries

Where can I buy NESCAFÉ Dolce Gusto machines?

NESCAFÉ Dolce Gusto  machines are available at select retailers across Canada. Please call 1-888-809-9267 for the latest list of retailers that carry our machines.

How does the machine work?

The NESCAFÉ Dolce Gusto machine first heats the water, which is then passed with high pressure through a capsule of high quality coffee directly into the cup. This 15 bar system, uses pressure similar to professional coffee machines to deliver a great cup of coffee every time. The coffee that is used in the capsules is made of premium, 100% pure Arabica coffee beans.

The high pressure system and capsule technology is designed to deliver an even distribution of water through the coffee which maximizes the flavour.. While traditional drip coffee machines operate at one bar of pressure (normal atmospheric pressure) and a number of other one-cup coffee machines operate at no more than two bars, the NESCAFÉ Dolce Gusto can operate at 15 bars. The higher the pressure the more flavour is extracted from the coffee.

I’ve noticed slower water flow on my machine

This is not uncommon. Please refer to your user manual for troubleshooting tips. You may need to descale your machine. We recommend using the NESCAFÉ Dolce Gusto Descaling Kit, which is available on our web shop.

My machine has stopped working

Please call the NESCAFÉ Dolce Gusto Helpline toll free at 1-888 809 9267. Our lines are open from 9am-6pm Monday to Friday.

I can’t take out my capsule holder, what should I do?

Make sure the lever is in the middle position and clamp handle is lifted up. In case the lever is in the middle but it is still not possible to lift up the clamp handle please do not force it. The capsule might be under pressure. Wait for 20 minutes, lift up the clamp handle, remove capsule holder and throw away the capsule.

I started preparing a beverage but fluid is not running through (or had just a couple of drops at the beginning), what should I do?

Please move the lever to the middle position and do not take out the capsule holder straight away as the capsule might still be under pressure. Wait for 20 minutes and throw away the capsule. For further assistance, please contact our Customer Service representatives for more details: 1-888 809 9267

I threw away my Welcome booklet. Can I get a replacement machine code?

If you no longer have the Welcome booklet which came with your machine, please call the NESCAFÉ Dolce Gusto at 1-888 809 9267.

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. Click here  to see how to descale and get some great tips on taking care of your 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.
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.
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.


Capsule enquiries

How much coffee will I need for one cup?

All our drinks require one or two capsules. Our preparation suggestions are printed on the box and are intended to deliver an optimal level of flavour. However, you do have the option of changing the amount of water to better suit your taste.
If you have an automatic machine, you can follow the bars on the pods and match this up to the number of bars you select on your machine’s volume selector. This gives you the right serving every time.

Where can I buy the coffee capsules?

You can buy NESCAFÉ Dolce Gusto  capsules at many retailers across Canada or at the NESCAFÉ Dolce Gusto  online shop.

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

Absolutely! We are always looking to add new drink varieties to the range.
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 launch 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.

Can I combine products in other than the suggested way (e.g. use the Cappuccino milk capsule with the Caffè Lungo coffee or prepare a large coffee mug using the espresso capsule) which is recommended for a small cup?

We recommend using NESCAFÉ Dolce Gusto capsules as directed. Our product specialists have developed each recipe to deliver the perfect product when used in the right combination.

What water should I use to fill the water tank and prepare my beverages?

Tap water is suitable as long as it is free of odours that might alter the taste of the beverage. Bottled or filtered water is recommended. Refer to the System Manual for info on water hardness and impact on frequency of descaling. Do not use refrigerated water as this might impact the temperature of the beverage. Always use fresh water and replace the water if your system has not been used for extensive periods of time.

For preparing Cappuccino or Latte Macchiato you recommend using the milk capsule first. Why?

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.

Do the coffee capsules contain sugar?

No, there is no sugar in the coffee capsules. To match your desired taste, you need to add sugar and/or milk, cream, etc…

Why do the milk capsules contain sugar?

The milk in the capsule is very lightly sweetened to deliver perfectly balanced taste and to add convenience for you.

Why is the top of my coffee covered with a foam layer?

The foam layer covering the NESCAFÉ Dolce Gusto Espresso, Caffè Lungo and Caffè Americano beverages is called "crema" and is the result of thorough extraction of the coffee contained in the capsule by hot water delivered at an elevated pressure. Crema is a widely recognized sign of high quality coffee. You can easily test the crema strength by smoothly depositing granular sugar on the crema layer. If crema is good, sugar will take several seconds before disappearing under the crema layer.

Should I stir before consuming my Cappuccino or Latte Macchiato beverage?

It’s up to you. The successive addition of milk first and coffee second results in the authentic layered beverage (white milk in the bottom of the cup, brown coffee in the middle, white milk foam on the top). Some people prefer to consume without stirring (which will lead to changing experience during drinking). Some others prefer to stir in order to have a homogenous taste from start to end. Experiment and find the most enjoyable way for you!

How long can I keep the products?

The best before date for the product is written on the bottom of the box. The freshness of the product is assured for up to 12 months from the production date. This is achieved by hermetically sealing the product in the capsule. For best results, keep the capsules in a dry, clean place away from heat or direct sunlight.

Can I reuse a capsule?

No, our capsules are designed to give you the perfect cup every time and are not suitable for making two cups.

How long does it take to prepare a beverage?

All beverages can be prepared in a minute or less.

Can I open the capsule? Do I need to open the capsule first?

No, do not open the capsules, simply place your capsule in the NESCAFÉ Dolce Gusto machine and follow the instructions in your user manual.

Managing your account

I forgot my password.

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 link to reset your password.

I want to change my account details

Log into your account by clicking on the “My Account” button 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.
o From here you can update your shipping and billing address information, look at your order history, see your reviews, view your webshop credit information, and register your machine.

How do I unsubscribe

You can unsubscribe here  or by clicking the link at the bottom of any of our emails.

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
- Have a chance to enjoy free coffee samples on us
- Enjoy exclusive competitions and promotions
- Receive help through your warranty, if anything goes wrong

Please note you may still receive some communications for up to one month after unsubscribing due to our process. We apologize for the inconvenience and thank you for your understanding.

Placing an order

How do I place an order?

Log on using your username and password.  Visit the drinks or machines tab. Select which item/s you want by clicking on ‘add to basket’ then click on ‘go to basket’. Review your order and check that you have the correct number of items. You can change the amount of items and click on ‘Refresh’ to update your basket.

What credit cards can I use to pay for my order?

You can pay by Mastercard, Visa credit. We presently do not accept Maestro, American Express or Diners Club. We apologize for any inconvenience.

How do I add a promotional code to my order?

Once you have proceeded to your basket, you can input your registration or promotion code in the “Redeem registration / promotional codes” box. It can then be applied to your order.

My payment has not gone through.

You will have to resubmit the order. When doing so, please remember:
Credit Card: Please make sure you are using a valid Visa or Mastercard credit card (debit is not accepted).Name on credit card: Please enter your name exactly as it appears on your card.
Credit card number: The 16 digit number across the bottom 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 us toll free at 1-888-809-9267

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 temporarily out of stock. We do our best to keep items in stock so please check back regularly.
o NESCAFÉ Dolce Gusto products are carried at select Walmart, Metro, IGA, and London Drugs locations. You can also find the full range of NESCAFÉ Dolce Gusto products on 
o If you would like further information please call us toll-free at 1-888-809-9267

Do you deliver outside Canada?

Presently we only deliver within Canada.

Can I order by post/over the phone?

Sorry we only accept online orders.

After I make my payment online, what will appear on my credit card statement?

When you get your credit card statement, your payment will be made out to “GDSCS NSCF DOLCE-GUSTO®”.

Once your order has been placed

I am not sure if my order has gone through

If it has gone through we will send you an email confirming that we have received your order. If you need any further assistance please call us toll-free at 1-888-809-9267

I want to make a change to my order

We apologize for the inconvenience; however we  are unable to make any changes to an order once it has been placed.

I want to cancel my order

We apologize for the inconvenience; however we are unable to cancel an order once it has been placed.

How long until my order arrives?

Shipping times can vary based on a number of factors including the type of items ordered, inventory availability and warehouse location. In most cases, orders shipped via standard ground service arrive within 3-5 business days from the time you place your order. Items shipped from our warehouse are generally processed within 2 business days or less. We make every effort to ship products within 2 business days from the time we receive the order.

What is your product return policy?

If there is an issue with an item purchased from our site because it was damaged during shipping or because of a mistake made by NESCAFÉ Dolce Gusto , please contact us by phone at 1-888-809-9267 and we will assist you immediately.
Machines can be returned unopened within 14 days of purchase. Please call our customer service team at 1-888-809-9267 who will assist you in the process.

How do I write a review?

If you would like to write a review for a product or machine, please go to the product page and click 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 NESCAFÉ 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.