Subscription FAQs

Am I locked into my subscription?

No, don’t worry, there isn’t any type of contract. You are free to cancel or alter your subscription at any time. If you need any help with this, just contact our Customer Services Team, and they’ll sort things out.

The only thing to point out is, you will not be entitled to a refund for any monthly fees already paid at the date of termination.

Can I change my subscription?

You can modify your delivery details, delivery frequency, pause or cancel your subscription at any time using the "Subscriptions" section of your account.

If you need to change your payment details, or wish to alter the items in your subscription, you will need to cancel the subscription and start a new one, so that we can authorise the new payments with your bank.

Can I pause my subscription?

Yes, you can pause your subscription at any time. Just go to your account on the online store, click on "Subscriptions" and then toggle the subscription from "Active" to "Paused".

How do I track my order?

Every time we send your subscription you will receive a notification e-mail that contains a tracking link and number, so you can check your parcel’s whereabouts with the courier.

I set up my Subscription through the Caffè Nero app, but my rewards haven’t been applied?

If you’re missing any stamps or rewards on your Caffè Nero App you can contact support via Settings in the App or email App Support

My order turned up and had missing, damaged or incorrect items. What now?

If you find something isn’t as it should be – be that missing, incorrect or damaged – please contact our Customer Services team as soon as possible and no later than four weeks after delivery. We will then organise a refund or exchange for you.

Can I call to order my Subscription over the phone?

We would kindly ask you to set up your subscription via the website.

How do I know how much coffee to order?

Broadly speaking, a 250g bag of coffee will give you around 4 cups of coffee a week per month. Of course, this varies depending on how strong you prefer your coffee and how big your coffee cup is at home, but it’s a guide.

Each capsule makes one cup of coffee, so a box of 10 capsules means 10 cups of coffee.

How soon will I receive my coffee after I’ve set it up my Subscription?

Your first coffee delivery should be with you around 3-4 days after your Subscription is all in place, however due to the current COVID-19 pandemic, this might be delayed to around 5-7 working days.

I’ve opened my coffee; how best should I store it?

Your coffee is delivered to you fresh, to keep it that way, you should store it in an airtight jar, in a cool dark place, like your food cupboard. Don’t put it in the fridge because this can cause condensation on the coffee as you move it in and out of different temperatures.

Is your coffee Rainforest Alliance Certified?

Yes

What’s the name of the blend served in Caffe Nero and can I buy it to enjoy at home?

Yes. Our Classico range – whole beans, ground coffee or capsules – is the same award-winning blend we serve in every Caffè Nero, and the same blend we’ve been serving since 1997. We are very proud of it. Can you tell?

What payment methods are available?

All major debit and credit cards (Visa and Mastercard) via your Caffè Nero App account. We do not currently accept payments by American Express or Paypal for subscription orders.

How do I get free delivery?

Order more than £25.00 of products in your subscription and we'll deliver it for free, every time.

What should I do if I really don’t like my coffee?

We hope that is a rarity, but if it happens, just get in touch with our Customer Services team and we’ll suggest another coffee for you to try.

Do you deliver Internationally?

At the moment, we only delivery to UK Mainland addresses.

Can I receive stamps on each purchase?

As a user of our app, you will receive stamps on each item, every delivery.

I still have questions – who should I contact to talk things through?

Please contact Customer Services.