No question is too little for us. Here are some of our most commonly asked questions and answers.
For a custom amount of coffee, press and hold either of the brew ratio buttons until the machine has outputted your desired amount of coffee. The memory function on each button will remember your set preferences for next time.
To change back to the original brew ratio settings, perform a factory reset.
How often you should descale your machine depends on the amount of lime in the water in your area. For a moderate amount, we recommend descaling at least twice a year. For areas with mineral-rich water, it should be up to once every third month. Watch here how to descale your machine.
Turn the machine ON and fill up the water tank. Have the capsule inlet lever in its upright position and push it slightly further back towards the back of the machine until you hear a sound. Run a cup of water through the machine before brewing a cup of coffee by pressing either the espresso or the Lungo button. Your machine is deaired when water comes out of the nozzle. Watch here how to de-air your machine.
Turn the machine OFF. Press and hold the Lungo button and turn the machine ON while still pressing the button. Here you can watch how it is done.
We are sorry to hear that your machine is not working as expected. Please contact our customer support before taking any further action. Oftentimes we can solve the issue without a repair being needed. Here you reach out to us.
Coffee & Capsules
The Sjöstrand Coffee capsules are made of starch and plant-based materials such as sugar canes.
Our capsules can be used in all Sjöstrand machines and in Nespresso machines that run with Nespresso-Original capsules. Please note that we cannot guarantee flawless functionality with other brands, even though they might be built to run with Nespresso-Original capsules too.
All Sjöstrand and Nespresso-Original capsules work in our machine. This means that these are the capsules we do testing and we can guarantee compatibility for. Please note that Nespresso offers several different capsules that would not work as they are not similar to our capsules in shape and size. Even though our machine is designed to work with other Nespresso Original compatible capsules we can never guarantee the product quality of another company. Variations in material or coffee grind may affect performance and results when used in our machine.
Our capsules are made for industry compost, meaning that they cannot be thrown in the bag for food waste in most Swedish cities. In many places the capsules can be thrown into the organic waste bin. To be completely sure, check what applies where you live.
Yes, however it requires certain conditions for the degradation which is why the capsules are not made for home composting. An industrial composting facility can easily decompose the capsules in 12 weeks. Here you can read more about our capsules.
Returns & Exchanges
We have a 30-days return policy, counting from the day you received your order. All items can be returned, both full priced and sale items. We do not accept returns on gift cards. Please find more information in our Return Policy.
To return an item, please fill out the return note which was included in your order. Mark the products you want to return and send them back to us, preferably in the same box as they were delivered in. Use the pre-paid return label when returning your products. Products delivered with DHL and Budbee does not include a return note, please follow the instructions given by DHL and Budbee. For more information, please read our Return Policy.
A return fee will be applied on all returns and is deducted from your refund.
Austria: 12,9 EUR
Belgium: 12,9 EUR
Denmark: 79 DKK
Finland: 9,9 EUR
Germany: 12,9 EUR
Luxembourg: 9,9 EUR
Netherlands: 9,9 EUR
Sweden: 49 SEK
From the day we receive your return, it can take up to 14 days for us to process and refund your return. Please contact our Customer Service if you haven’t heard from us after 14 days.
Unfortunately, exchanges are not available. Please make a return and place a new order to secure the item you wish to have instead.
Depending on the status of your order, it may be possible to cancel it. Please get in touch with our Customer Service as soon as possible and we’ll do our best to help.
SHIPPING & DELIVERIES
We currently ship to the following countries:
The standard delivery time within Sweden is 1-2 business days and deliveries within the EU normally takes between 2-5 business days.
We deliver our products with the below mentioned shipping providers:
Please note that the delivery options may vary depending on which country you live in. Please visit our Shipping policy to find more information about the delivery options available for each specific country.
Once your order has been successfully submitted, our warehouse will process it the following business day at the latest. You will receive an email with tracking information as soon as your order has been dispatched from our warehouse. The tracking number will allow you to track your order via the relevant courier company.
ORDER & PAYMENTS
After placing your order, you will receive a confirmation email containing all the order details and an order number at the email address provided during checkout. Order processing and fulfillment generally take 1-2 business days. You will then receive a shipping confirmation email with a tracking number. The shipping time will depend on the shipping alternative that was selected during checkout, and where the order would be sent.
We accepts payments through most major credit cards and payment providers, including Klarna and PayPal.
Please click at the shopping bag and proceed to checkout, to the left you see an overview of your product(s) and underneath a field for discount code. Add the code to the field and click at “apply”, next to the code, and the total order amount will be updated.
Please note that you cannot combine the code with other discounts. If you want to remove the code, just click at the little cross in the right corner of the code.
To subscribe, simply visit the product page and select Subscribe instead of One-time purchase. Choose your desired delivery frequency, choose Buy Now, and you're all set. You can combine different flavours, sizes and frequency options in the same subscription order if you want to.
Modifying your coffee subscription is easy, you can cancel it at any time. Simply log into your account and choose Manage subscriptions. Here you can either choose to cancel your subscription or to reschedule/skip deliveries.
You have the flexibility to pause your subscription at any time. Simply log into your account and choose Manage subscriptions. Here you can both reschedule/skip your coming deliveries.