Frequently Asked Questions
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.
I’m 16 – can I apply for a job in one of your cafés?
Unfortunately not. You need to be 18 or over to work in our coffee houses.
I’ve applied for a job but haven’t heard back yet – what should I do?
We do try to contact every applicant, but sometimes it takes us longer than it should. If you haven’t heard anything, please email our recruitment team.
I would like to work for Caffè Nero, but can’t see a suitable role. What should I do?
We’re growing, and new opportunities do become available all the time, so stay in touch and check again in a few weeks. We are always on the lookout for good people.
How can I get in touch?
The best way to get in touch is by emailing us, or calling us on
020 7520 5150.
I have written to your customer services. How soon will I get a response?
We aim to get back to customers as quickly as possible, but sometimes it does take longer that expected. If you have not heard from us please contact email@example.com. You might find the answer to your query on this FAQ page.
What should I do if I’ve lost something in one of your stores or I think it’s been stolen?
First of all, call the store directly to check whether our Baristas have found it – all store contact details can be found through the Store Locator. Alternatively, email us or call us on 020 7520 5150.
I’ve been charged incorrectly or I want a refund. Help, please!
We apologise for any inadvertent error. Please get in touch by emailing us with your receipt number. If you don’t have it, please include information about the store you visited, the time and date of your visit, and what you ordered.
Is your coffee fairly traded?
We work closely with the Rainforest Alliance and get to know our farmers and cooperatives really well so we can help support their efforts to ensure high quality and sustainability.
Where does your coffee come from?
Our Coffee Master travels the globe throughout the year, seeking out the most progressive coffee farmers across Latin America, East Africa, and Southeast Asia.
Where can I find the nutritional and allergen information for your products?
Which Caffè Nero food is suitable for vegetarians or vegans?
You can find all vegetarian and vegan options in our Food Menu. The filter (on the right hand side) will help you find which products meet your dietary requirements.
How can I find out more about your ingredients?
For a full ingredient list for any of our products, please request it by emailing us. We’ll do our best to get back to you as soon as possible.
What is this notice about free range?
The government has advised that all free range hens are temporarily housed for their own welfare. To ensure our customers are well informed this means that during this time, our free range egg products are temporarily classed as barn eggs.
Why are they being housed?
It is for their own protection to ensure they do not get sick.
What does ‘housed’ mean?
Our hens are free to roam the open barns they live in, but not into unprotected areas outside at present.
How long will this last?
Currently this is under review. The government has put this measure in place to ensure the welfare of the hens. They will update us as soon as this measure is lifted. As soon as this happens we will remove our sign and our product will return to being free range.
Do you offer a loyalty card?
Yes, we do. You’ll receive a stamp for each handmade drink that’s prepared by your Barista – such as coffee, iced drink, hot chocolate (it doesn’t include things like water or orange juice). When you collect nine stamps, your next handmade drink will be on us. You can choose any size, so go big!
Where can I buy your mugs and coffee?
Our crockery and coffee can be found on our online shop. We are developing new products throughout the year, so do keep coming back or -even better – write to us and tell us what you would most love us to sell.
Does Caffè Nero donate prizes for charity raffles?
At Nero, we have a programme of charity and fundraising work that focuses on supporting our store teams and their chosen charities. We find this is the most effective way we can make a difference. However, from time to time we also support charity requests from our customers – for all charity and raffle queries, please email us.
Which coffee houses have disabled access?
Are you able to warm up a baby bottle for me?
Some stores (but unfortunately not all) will be able to provide a warming bowl. Please ask your Barista at the bar. Unfortunately, we can’t warm up baby food as we don’t have the appropriate facilities – our microwaves are industry strength.
How can I find a Caffè Nero near me?
You can use our Store Locator to find your closest (or any) coffee house.
What are your opening hours?
All store opening times can be found through the Store Locator.
I’d like a Caffè Nero Gift Card. How do I get one?
Our Gift Cards are available to purchase from any of our stores, and through our online shop.
How do I register my Gift Card?
You can register your Gift Card here.
How do I top up my Gift Card?
You can top up your Gift Card at any of our stores, or online here.
Can I ‘top up’ my gift card once I have spent the initial value?
Yes, regardless of your Gift Card balance it can be topped up in store or online.
How can I check my Gift Card balance?
You can check your Gift Card balance in any of our stores, or online here.
How do I report my Gift Card as lost, stolen or damaged?
If you have your original Gift Card receipt or registered your card or if you know the card number, you can email us and we will block your lost card and transfer any remaining value onto your new card.
Unfortunately, if you haven’t any details of your card, there is sadly nothing we can do.
What is the minimum and maximum value which can be loaded onto a Caffè Nero gift card?
You can load your gift card with any amount from £1 to £200. You can do so online or you can top your card up in store.
Can I also buy a Gift Card in your stores?
Yes, you can. A variety of the original and Limited edition card designs are available in our coffee houses. You can also buy the Caffè Nero Gift Cards from our online shop.
Can I use the gift card in all stores?
Barring any technical fault, you can use your Gift Card in most of our stores. Those not included are: Kingston Bentalls, Bracknell Bentalls, Colchester Fenwicks, Newcastle Eldon Square, Newry Quays, Surbiton stores, Leeds Trinity.
Can I pay for a purchase with part gift card payment, and part cash/credit card payment in stores?
Yes, you can. Just mention that this is what you want to do at the point of payment.
What happens if my gift card doesn’t work?
There are two reasons why your gift card may not work. Firstly, it may have expired. Alternatively, sometimes dust or a smudge on the magnetic strip can stop the till from reading the information on the card. Give the gift card a wipe and present it next time you are in store. If it fails to work please pick up a new Gift Card at the till, give us a call and we will transfer your balance straight away.
Can I get a refund back onto my gift card?
Yes, our baristas can do this for you in store.
What happens if my gift card expires?
Caffè Nero Gift Cards are usually valid for around 18 months and with every day use our cards now extend their expiry date by a few months or so. If there has been no activity on your card for 18 months or more then the card will expire and any remaining balance is eventually removed as the card is considered no longer in use.
Can I place an order from outside of the UK?
Yes, you can place an order from outside of the UK. However we can only deliver website orders to a UK Mainland and Northern Ireland address. If you wish to enquire about a delivery to another country, please email us with details so we can look into this for you.
What happens if I receive the wrong item?
If you receive the wrong product, please give us a call with your order number ready. We will do our best to help.
Can I refund my purchase?
Yes, simply contact us and return the items you want refunded in their original packaging. Once returned, we’ll refund the person who originally placed and paid for the order. The original shipping charges will not be refunded. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
What is your returns policy?
All items must be returned in original condition with all packaging, tags and seals in place (where possible) within 30 days of the original order. If you would like to amend an order before it’s been dispatched, please call us on 019 1250 4532 – we’ll do our best to help, but cannot guarantee any changes once the order has been placed.
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 firstname.lastname@example.org
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.