FAQs

• What is the Nespresso Club?

  Nespresso Club is our new loyalty program that offers a range of benefits to all our B2C members, as well as the opportunity to collect and use points. By tracking your annual coffee consumption, you can progress through our membership status, starting from Club Member and advancing to Ambassador.

  During the first 6 months after your initial coffee order, you will experience the benefits of our onboarding journey.

• What do I need to do to be an Ambassador?

  To achieve Ambassador status, your annual coffee consumption needs to exceed 700 capsules. As an Ambassador, you will enjoy even more exclusive benefits and collect more points on your purchases.

• How do I qualify for Nespresso Club?

  When you make your first coffee purchase with your Nespresso account, whether it's from Nespresso Boutiques, Nespresso.com, the Mobile App, or the Call Centre, you are automatically enrolled into Nespresso Club.

• How is coffee capsule consumption calculated?

  All the paid capsules (orignal and vertuo line) purchased under your account directly from Nespresso Boutiques, Nespresso.com, Mobile App or the Call Centre are taken into account. For example, if you joined Nespresso in March (1st coffee order), your coffee consumption will be calculated based on your purchases from March to February of the following year.

• Where can I find my status?

  Log in to find your status in "My Account" section. To know your coffee consumption to date, simply please call our toll-free number 8001166612 and a coffee specialist will assist you.

• When will my new status be calculated?

  Your status upgrade to Ambassador level will be reflected one day after you receive the coffee order that grants you access to this level. On the other hand, any downgrade in status will occur at the end of the membership month.

• What is the membership month or anniversary month?

  For example, if you joined Nespresso in March (first coffee order), your memership month/anniversary month will be every March.

• How can I collect Points?

  You will collect points in all coffee, machine and accessory purchases in all Nespresso Boutiques in Saudi Arabia, Nespresso.com, Mobile App, or the Call Centre. You will also have the opportunity to collect extra points during Nespresso's seasonal campaigns, and you will receive additional 4000 points on your first purchase through the Nespresso Application. To start collecting points, you will need to opt-in.

• How and where can I use my points

  You can easily use your accumulated points in all Nespresso Boutiques in Saudi Arabia, Nespresso.com, Mobile App, or the Call Centre.

  When shopping online, you will see the amount you can deduct from your purchase using your accumulated points during the checkout process. The desired amount of points will be converted into SAR and used as payment method.

• Why do I need to opt-in to be able to collect points?

  To start collecting and using points, you must provide your consent through "My Account".

  When opting-in you give your explicit consent to Nespresso to accurately calculate and allocate points based on eligible transactions. Nespresso will process personal data in compliance with data protection laws and privacy regulations in Saudi Arabia.

  You can also opt-in to our email communications to keep up-to-date with your membership status and benefits.

• I forgot to opt-in to collect points when I made my account, how can I opt-in again?

  You can easily opt-in in "My Account" at any time.

  You can also opt-in to our email communications to keep up-to-date with your membership status and benefits.

• Can I opt-out from the points system, what happens with my points if I do?

  You can always choose to opt-out of the points system. If you choose to opt-out, you will stop collecting points and your accumulated points will not be available for use until you opt-in again.

  However, please note that these points will expire after 12 months from the date they were collected.

• Are points collected immediately available?

  Points collected on coffee purchases are available immediately. Points collected on other products will be available 14 days after the initial accumulation (purchase date), provided that they have not been returned within the return period set out by Nespresso.

• Do points expire?

  Points collected have an expiration period of 12 natural months from the date they become available for use. For instance, if points are collected and made available on January 12, 2024, they will expire on February 1, 2025, at approximately midnight. Once points expire, they cannot be used , and this expiration will be reflected in the total number of points credited to your account. Therefore, we encourage our Customers to regularly monitor their points and take advantage of them before they reach their expiration date to fully benefit from our loyalty program.

• Where can I see my points balance and movements?

  Due to the delay in the points availability, you will be able to see two balances: Total Point Balance (for unexpired/unused points) and the Available Points Balance (for points that can be exchanged for cashback). You can find the information in boutiques (printed ticket) or via coffee specialists, via Call Center coffee specialists and in the Nespresso.com and Mobile App customer profile page. During pilot phase, you will not be able to access to point accumulation history, but can be consulted with coffee specialists in Boutiques or via Call Center at 8001166612.

• Can I transfer points to another account?

  The points collected through Nespresso Club do not constitute property of the Consumer and cannot be transferred or assigned by the Consumer under any circumstances. Any sale or transfer of points will be deemed null and void.

  However, if you have made purchases using two different accounts but both accounts are held by you, you may request to have your accounts merged. Please contact the Nespresso call center at 8001166612 to initiate the process of merging your accounts. Nespresso reserves the right to verify your identity to ensure that both accounts are held by you before proceeding with the accounts merger.

  Our customer support team will assist you in consolidating your points and ensuring that you can access all your rewards and benefits seamlessly under a single account

• Can I claim points from purchases I did while not opt-in?

  You can only collect points when you have opted-in. Unfortunately, purchases made before opting-in do not accrue points retroactively. To collect points on all future purchases, make sure to opt-in before making any transactions

• What happens with my points if I return/excahnge a product?

  Points collected on products that can be returned will be available 14 days after the initial accumulation (purchase date).

  As for our points collecting policy for product exchanges, if you exchange a product within the exchange period set out by Nespresso, the points originally collected from the original purchase will be adjusted to reflect the new transaction. This ensures that points accurately reflect the updated purchase and exchange transactions. If you have any specific inquiries about points related to product exchanges, please do not hesitate to contact Nespresso Call Center for assistance

• Is dropping out of Nespresso Club possible?

  You can always choose to opt-out from the Nespresso points system through "My Account", but you will remain Nespresso Club member until you become inactive (no coffee order during 12 consecutive months).

  Please be aware that Nespresso reserves the right to retain your personal information even after you have dropped out or opted out of the Nespresso Club. This retention of personal data is subject to our privacy policies and applicable data protection laws and regulations, ensuring that we maintain necessary records for legal and operational purposes.

• I have problems with the points program, who can I contact?

  Simply please call our toll-free number 8001166612 and a coffee specialist shall assist you