About My Order FAQs

How do I place an order?

It’s really simple to place an order, just follow these steps: Login using your email address and password Hover over the ‘Drinks’, ‘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 number of items you require and click on ‘update basket’ to change your selection Click on ‘proceed to checkout’ once you’re happy with your order and follow the instructions

What does it mean if I can’t find an item in the shop?

If you can’t find a particular item in the shop, it may mean it is temporarily 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.

Can I order by post or over the phone?

No, we can only accept orders online at this time.

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

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

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

You can pay using a Mastercard or Visa credit or debit card. We now accept Apple Pay. We apologise but we do not accept Maestro, American Express, Diners Club or PayPal. We are always reviewing the viability of other payment methods.

Do you deliver to BFPO numbers?

No, we’re not able to at the moment, but we’ll be sure to update this section if that changes.

How can I track my order?

To track your order: 1. Log in to your account using your email address and password
2. Select My Order History from the menu on the left-hand side
3. Select Track Order under the relevant order number This information is updated at regular intervals. You will receive an email containing tracking information when your order is despatched. You can also track your order at: https://www.yodel.co.uk/track/ with your
tracking number found on your order despatch email.

Do I need to pay for delivery?

Standard delivery is free of charge. There is a minimum order requirement on the UK Website of 4 boxes of pods, or £19. This applies to all delivery options.

How much is Next Day delivery?

The Next Day delivery charge is £4.99. Our Next Day Delivery option is available on orders placed before 2:00 pm Monday to Friday, excluding bank holidays and special promotional periods. Orders placed for Next Day Delivery after 2:00pm on Friday - Sunday will be delivered on the Tuesday of the following week.

My order is missing/ arrived damaged, expired, missing items. What should I do?

If your order has not been delivered within the standard 3-5 working days or arrives damaged, expired, missing items, please contact our team directly at www.dolce-gusto.co.uk/contact-us

How do I request an invoice for my order?

An invoice is no longer sent with orders. If you'd like to print one, once your order is showing as complete, just follow the steps below:
-Log in to your account
-Click Head and Shoulder's Icon
-Click on 'My Order History'
-Find the order you want and select 'View more' (right-hand side).
-Click on 'Invoice' at the top right corner of the page
-Open invoice at the bottom left corner of the screen
-The invoice will appear in PDF format ready for printing
-Click on 'Print'

I ordered next day delivery, and my order was not delivered next day. What should I do?

Our Next Day Delivery option is available on orders placed before 2:00 pm Monday to Friday, excluding bank holidays and special promotional periods. Orders placed for Next Day Delivery after 2:00pm on Friday - Sunday will be delivered on the Tuesday of the following week. If after reading the above Terms & Conditions of delivery, and you believe your delivery has not arrived on time, please contact our team directly at www.dolce-gusto.co.uk/contact-us

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 0800 707 6066 in the UK or 00800 6378 5385 in ROI. 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.

What should I do if I’m unsatisfied with my order?

If you do not want any of the items in your order, please return them to us, undamaged and unused, in their original packaging, to: Consumer Returns Department, Nestlé House (4th Floor), Haxby Road, York, YO31 8SB. Please also complete the returns form and include it with your return. Once received, we will arrange for the cost of these products to be refunded to you, excluding the return postage costs. If the products were found to be damaged on receipt please call us on 0800 707 6066 in the UK or 00800 6378 5385 in ROI.