FAQs

1. What is PREMIO?

PREMIO is a loyalty program: great rewards come from great coffees. Collect points simply by tasting your favourite coffees and use them to request fantastic rewards selected just for you. See the Awards Catalogue here

2. How can I access PREMIO?

If you already have a NESCAFÉ® Dolce Gusto® account, simply log in by entering your email address and password on the homepage. If you have lost / forgotten your password, you can reset it by clicking on "Forgot your password?" below the input fields. If you are not registered, you can enter your details on the same page by clicking on REGISTER NOW. You can use PREMIO via the website or via the "Nescafé Dolce Gusto" app available on Play Store (android) and on the App Store (iOs).

3. Who can participate in PREMIO?

The loyalty program is dedicated exclusively to final consumers of age. The natural and legal persons holding VAT number are excluded from the initiative.

4. With which smartphones is the NESCAFÉ® Dolce Gusto® app compatible?

The NESCAFÉ® Dolce Gusto® App is available both on Google Play Store (Android devices) and on the App Store (iOS devices). Android devices support the app from version 4.4 of the operating system, while iOS devices from version 9. To download the NESCAFÉ® Dolce Gusto® app:

5. How do you get PREMIO points?

By creating a NESCAFÉ® Dolce Gusto® account, we will automatically create a PREMIO points balance for you. The PREMIO points are points that we offer you with every purchase of a pack of NESCAFÉ® Dolce Gusto® capsules. Each pack of NESCAFÉ® Dolce Gusto® capsules contains a code that can be scanned using the NESCAFÉ® Dolce Gusto® app or by entering it on the dedicated PREMIO page on the site. Points will be credited with the following criteria:

First scanned code : 200 points
Pack of 12/16 capsules

UAE/KSA:

Capsules with Excise Duty: 150 points

Capsules without Excise Duty: 100 points

Kuwait:

Capsules: 100 points

6. Which capsule packages can be purchased to participate in PREMIO and where can I buy them?

The whole range of NESCAFÉ® Dolce Gusto® coffees and beverages takes part in PREMIO. You can buy the packs in any online and physical sales point. All packages purchased on Amazon are excluded.

7. How can I enter the codes present in the capsule packages to receive points?

You can enter the code manually on the dedicated PREMIO page on the site or scan the QR code printed inside each capsule pack using the NESCAFÉ® Dolce Gusto® app:

8. I have PREMIO points in my points balance. How can I use them?

You can use the points to request exclusive rewards, specially selected for you, and which you can consult in the PREMIO Catalogue here. Check that your points balance is sufficient to redeem the reward you want only with points or a combination of points plus a financial contribution.

9. I can’t find the code inside the capsule package. What can I do?

The code is printed inside the capsule pack. Please refer to the below links for more information. If the code is not present in the package, we ask you to please contact the Consumer Service by telephone on the toll-free number:

And send us a photo of the package in question and the purchase receipt or through our contact form by clicking here. Based on the report, you will be provided with a replacement code to add the points that are due to you to your PREMIO points balance.

10. I can't scan / read the code inside the capsule pack. What can I do?

We ask you to please contact us by telephone at the Consumer Service (toll-free number):

And send us a photo of the package in question and the purchase receipt or through our contact form by clicking Contact us. Based on the report, you will be provided with a replacement code to add the points that are due to you to your PREMIO points balance.

11. My PREMIO code is not accepted. Why?

If your code is not accepted, if you are proceeding with manual entry, we ask you to pay attention to the letters and numbers that can be easily confused with each other, such as the letter "O" and the number "0". If you continue to have problems, we advise you to contact our Consumer Service by telephone:

Or through our contact form by clicking Contact us, we will be happy to help you.

12. How long are the PREMIO points valid?

The codes will expire after 6 months of inactivity* in the loyalty program. If you do not enter new codes and do not request rewards, you will be considered inactive. We will notify you by e-mail when your points are nearing expiration. To view the expiration of your points you can check your profile by logging into your PREMIO account.

* inactivity means not performing any action within the loyalty program (code loading, rewards request)

13. Where can I see the rewards available?

You can see all the rewards available, by consulting the Awards Catalogue here.

14. I bought the capsules in another country. Can I use the codes to receive PREMIO points on my Middle East NESCAFÉ® Dolce Gusto® account?

No, if you have purchased packaging in another country, it is not possible to use it to participate in the PREMIO loyalty program.

15. How does the online ordering process work?

By visiting the Award Catalogue, you can watch and choose the rewards you prefer even without buying them immediately. The physical rewards in the Catalogue will be delivered exclusively to a valid destination in UAE/KSA/Kuwait. The option for delivery abroad is not available. After adding your rewards to the cart, click on "Checkout" to define the quantities, to select the payment with points, the combination Points + financial contribution or to cancel unwanted rewards. After completing the payment details, click on the "Order Now" button to send the order.

16. How does credit card payment work?

All rewards can be obtained entirely with points. In some cases, the Mixed Points + cash payment option is also available, or you can pay partially in points and partially with a financial contribution. For all Points orders + economic contribution in the Catalogue, you can pay with Visa or MasterCard.

17. In what currency can I pay my PREMIOs?

Payments for all Cash + Points orders in this Catalogue are made exclusively in UAE –AED, KSA – SR, Kuwait- KD and also by applicable cards.

18. Are there any shipping costs to be incurred?

No, the price shown in the Catalogue includes shipping costs for delivery in UAE/KSA/Kuwait.

19. What happens after the order has been placed?

You will receive an order confirmation by email immediately after placing your order for your reward. We suggest checking the inbox and also the spam box. Check the contents of your order and make sure the delivery address is complete and correct. The expected delivery time may vary for each reward and can be seen on the order confirmation email and on the order details page, separately for each reward. If you notice an error in the confirmation by e-mail of your order or if you have any questions regarding the delivery of your order of the reward, you can contact our Consumer Service:

You can track the status of your order under "My Order History".

20. Can I receive a reward at a different address than the registration address?

For each order you can use a different address but all the rewards within the same order will be associated with a single address.

21. Can points or the price of a specific reward vary?

The prices and points of the rewards offered in the Catalogue may occasionally change due to price changes imposed by the manufacturer.

22. Can I request an invoice for my purchase in the Catalogue?

The invoice for the purchase of a Catalogue reward via Points or Points + Cash will be sent by post together with the reward from the respective manufacturer.

23. Can I cancel the order of my reward?

The request for cancellation of the order of a reward can be made only when the order status is "pending" on the page "My Rewards (My Transactions)". To request the cancellation of the order of your reward, contact our Consumer Service. The request for cancellation of your reward will be evaluated and eventually could be accepted or refused.

Following the cancellation of the order and the wording "reimbursed / cancelled" under "My Rewards (My Transactions)",the points are re-credited and, in case of use of the Points + cash function, the payment will be reimbursed within maximum 5 working days through the same payment method. This re-credit of points and cash to the member’s account will be managed by Loylogic.

24. Can I return the reward?

For material rewards, we ask you to refer to the return policy indicated on the product sheet of each reward in the Catalogue. In the event of a defective reward, it is possible to notify the Consumer Service of the intention to return it within 14 days of receipt of the same, always attaching photographs of the reward to the request. If the reward is returned within the period specified in the return policy, it is intact and returned in its original packaging, the points or points + cash used in the returned order will be completely reimbursed or the reward will be replaced free of charge. In cases where there is no problem with the delivered product and you still want to make the return for personal reasons, the return policy generally provides that you are charged for the shipping costs.

Returns are not accepted for digital rewards.

25. Where can I find the Terms and Conditions for ordering rewards?

Find the Terms and Conditions at the bottom of the website. Additional specific conditions can be found under "Rules and Restrictions" and "Product details" in the product sheet of each award.

26. Where can I consult the PREMIO regulations?

You can find the PREMIO rules here

27. What can I do if I can't find the answers to my questions in this FAQ section?

For further details, you can refer to the "Loyalty Program Terms and Conditions" or to the "Rules and Restrictions" and "Manufacturer Details" sections in the product sheet of each award. If your question has not yet been answered, you can contact our Consumer Service, active Monday to Friday from