Got a query? You may find the answer you’re looking for here. If not, email us or call us on 020 7520 5150 weekdays between 9am and 6pm.
Can I transfer the stamps on my paper stamp card to the app?
Yes, you can – just ask one of our Baristas in store to upload the corresponding number of stamps on your Loyalty Card in the app.
How do I earn stamps?
You earn a stamp when purchasing any of our handmade drinks – anything from an Espresso or Latte to a Frappe Crème. From time to time we may also award stamps on the app for different products and promotions.
Are my card details safe?
Yes. Very. When you add your card details, they are immediately encrypted and sent to our payment provider, who then sends back a randomised token consisting of a long string of random letters and numbers (this is called tokenisation). This means none of your card details are ever stored on our servers. If anyone was ever able to access our servers, they’d find nothing of use.
We process every payment using Stripe, a secure, global payments provider. They support thousands of companies including Twitter, Virgin and The Guardian – so you’re in good hands.
For added security you can also create a four digit passcode of your choosing, meaning only you can access the app.
Do I have to link a credit or debit card to collect stamps?
No. Paying with the app is the quickest way to get your drink and collect stamps in one single scan, but we appreciate some customers may wish to pay using cash or an alternative method. To do so, simply choose the ‘Collect Stamps Only’ option from the home page of the app.
Can I transfer the balance of my Caffè Nero Gift Card to the app?
At the moment, adding Caffè Nero gift cards to the app is not available. We know our users want to link their gift cards to the app and are actively working on developing such a feature. Watch this space.
In the meantime, you can still use your Gift Card and collect stamps. To do this, use the ‘Collect Stamps Only’ option of the app.
Will I receive an additional stamp for using a reusable cup?
Yes. The Barista will add this on when you pay, just like the paper loyalty card.
Will I receive a stamp when I redeem my O2 voucher (or similar)
Check the terms and conditions of the offer, but the general rule is that we award a stamp for any partner promotion involving a free coffee. This includes O2, Nectar, Virgin et al. Please ensure you tell the barista when ordering and always scan the QR code in the Caffè Nero app first.
My stamps haven’t appeared on the app. What do I do?
Your stamps and rewards should appear on the Loyalty Card shortly after making a purchase. You may need to reset the app for the stamp card to properly update. To reset, close the app in the background of your phone. Once this is done, please reopen the app and check your Loyalty Card.
If your stamps are still not appearing please contact email@example.com
Do my stamps ever expire?
Stamps you’ve earned never expire. However, the ‘Fully Stamped Card’ reward you earn for completing a loyalty card – entitling you to a free drink – expires 18 months after you receive it.
Do I have to use my Fully Stamped Card on my next visit?
No. You can collect Fully Stamped Cards just as you can with paper cards. Save them up for when you need it most.