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Frequently Asked Questions
< Frequently asked questions

Most parcels are delivered within 2 working days provided the order is placed before 17:00. There can be delays at times of high order volumes (e.g. Black Friday, Christmas) or due to other circumstances outside our control.

Please contact us if your parcel has not reached you within 8 working days of ordering.

If you are not satisfied with your purchase, you can return the item(s) up to 14 calendar days after the delivery date to receive a full refund.

Please request your return here.

Your return will be processed once received in our warehouse. It can take up to 14 days for your refund to be fully processed.

Please note that we can only accept unused and undamaged items in the original packaging for return.

Bundles and promotional items can only be returned in total. Partial returns on bundles and promotional items will not be accepted.

L'OR has created a new aluminium capsule, specifically designed to be used with Nespresso®* coffee machines, with the exception of the U®*, Umilk®* , Prodigio®* and Expert®* models bought after 25 July 2016.

Yes, if the total amount of your order is more than £30, standard delivery is free.

Log in to your account first and then add the items you would like to order in your basket, make sure you select eligible products as per the terms and conditions for the promotion you are willing to use.

Once you have everything you need, before the checkout, type in the promotional code in capital letters in the promotional code field at the bottom of your basket and click on "Activate Voucher".

Please make sure to read the Terms & Conditions for the promotion and that all products on your basket are combinable with the code you are attempting to use and that the Minimum order value is met.

Remember that only one promotional code can be used per order.

To ensure a quick delivery, the order is processed once you have placed it and the payment has been succesful. Once an order has been placed, it is not possible to cancel or amend the order.

You can always return the order within 14 days after receipt. Please note that we can only accept unused and undamaged items in the original packaging for return.

We can deliver your order to any mainland address in the United Kingdom. At the moment it is not possible to deliver to pick up points.

On average, there is no more caffeine in a Lungo than in an Espresso. The amount of caffeine in L'OR Espresso and L'OR Espresso Lungo varies between 50 and 75mg per drink. This figure depends on the quantity of coffee contained in the capsule, the quantity of Robusta used in the blend (Robusta contains higher levels of caffeine than Arabica) and natural fluctuations in the coffee according to the season (however, this has a limited effect)

Kerbside - With Kerbside you simply fill your Podback recycling bag with used pods and leave it outside with your other waste and recycling on your normal waste collection day. You get your kerbside recycling bags by registering for this service. Find out if kerbside is available in your area here.

Drop Off - With Drop Off you can take your filled Podback recycling bag to your nearest Collect+ location. Collect+ partners with local shops around the UK offering a place to drop off your recycling bags. You will need a label to return your Podback bag. These can be printed at home or in any Collect+ store for free. Recycling bags for Drop Off are available from participating brand websites, and we hope to have these available in supermarkets soon. Please note that all Collect+ locations currently have the facility to print labels in store.

Detailed maintenance guidelines for each appliance type can be found on the Nespresso® * website. Regular descaling of the appliance, in accordance with the guidelines, is eminent for proper performance.

To ensure an optimal storage for all our capsules on the online shop, we carefully plan our stock from our warehouse to delivery.Our commitment to our customers is to always guarantee a minimum life of 40 days upon delivery to your home.

Please refer to the information on the external L'OR Capsule packaging for a best before date.

No, the capsules work in the same way as other capsules compatible with Nespresso®* machines. Simply place the capsule in the opening of the machine and follow the instructions for the machine.

Once your parcel is dispatched you will receive an email confirming this showing a parcel/shipping number.

It might take up to 24 hours for a tracking number to be assigned to your order, depending on when you placed the order and the availability of the products you selected.

You can track your parcel on the Amzons Delivery´s website.

Your order will be delivered with Amazon Shipping

There can be several reasons your discount code is not working:


•  Please check that the code is entered exactly as it is shown on the promotion.

•  Discount codes cannot be used on already discounted products or in conjunction with any other promotion.

•  Only one code can be used with each order

•  You cannot apply a discount code after the order has been placed.

•  Terms and conditions can differ for each code so please check the minimum order value, eligble products and end date when you receive the code.

The recycling bag you need depends on the recycling collection route you are using. The bags for kerbside are available through on the Podback website, if this service is available in your area. You will need to register to receive these bags. Find out if kerbside is available in your area here

We’ll add Podback bags to every order made through our website. The quantity of Podback bags you’ll receive will cover the number of capsules in your order. If you need more you can order them here.

Your email address serves as a username in our website and it is case sensitive. If you are using a mobile device or a tablet, these typically capitalize the first letter of your email address.

Please type in your email address the same way as you did when you created the account or try to log on using a laptop or desktop computer.

When you go to the basket you will find a box where you can fill in you discount code. After applying the discount code click on 'Activate voucher'. The discount is now applied to your order.

Once your order has been shipped you will receive a shipment confirmation e-mail. Your order will be delivered within 3 business days. If you haven't received a shipment e-mail please check your Junk/Spam folder. If you have received a shipment e-mail without a tracking link you will receive a separate email with the tracking information. Please be informed your order is on it's way.

You have the opportunity to place an order without creating an account. However, we advise that you register because creating an account will enable you to track your parcel, place new orders more easily and access your invoices. You can register in the menu or during the order process.

Once your order is successfully placed you will receive an order confirmation email containing your order number and a list of the items you have ordered. It might take up to 24 hours for your order to be confirmed.

If you don't receive this email from our side, please check your Order History through "My account"; a successful order will come up as in progress or delivered. If you see "pending" or "cancelled" as order status, your attempt has not been successful.

For security reasons this option is not available. If your old email address is no longer valid please create a new account so you can continue receiving notification emails for any future orders.

Not to worry. The courier will make one more attempt the following working day.

If you already know that you will not be in, please get in touch with Evri directly on 0330 808 5456. 

Remember to have your tracking number when you call them. 

Coffee has naturally few calories. If it is consumed without sugar or milk, the number of calories per cup is negligible: on average 1 calorie per dose.

Used pods will only be accepted in designated Podback bags, whether that be at a drop off point, or kerbside collection.

The quantity of pods will depend on the brand of pods you use. Please fill the recycling bag to the dotted line, ensuring used pods are drained of any liquid.

The coffee in our L'Or Espresso capsules is suitable for both vegetarian and vegan diet.

No. You must use the bags designed for the collection route.

Once your order arrives back to us you will receive an automated email confirming the fact. A refund will be processed from our end within a week from the day you receive our email. Bear in mind that this time may vary depending on your bank.

Yes. Log on, go to My Account, then go to "MY PROFILE SETTINGS". You will be able to delete your account there.

Our new high-quality L'OR Espresso aluminium capsules provide consumers with a better-preserved aroma and richer and thicker crema for an intense espresso pleasure**.

We accept the following payment methods:

  • Visa
  • MasterCard
  • Maestro
  • PayPal

If you can't proceed with your order please contact our customer care. We are more than willing to help you.

Our opening hours are: Monday to Friday 08:00 - 17:00.

If you don't have a printer, select the Print in Store option when arranging a label. You will be emailed a barcode, present the barcode to the store assistant using your mobile device. They will print the label for you for FREE. You can generate a barcode to return your Aluminium pods bag here, or your Plastic pods bag here.

Yes. Log on to My Account, then add another address. You can choose your billing address.

Yes. Log on, go to My Account, then go to "Profile". You will find a link under your name that will allow you to change your password.

Aluminum, however there is no direct contact with the coffee as such; both the inside and outside of the capsule have a thin protective plastic layer creating an air tight seal.

Our new high-quality L'OR Espresso aluminium capsules provide consumers with a better-preserved aroma and richer and thicker crema for an intense espresso pleasure**.

Shipping costs are £2.99 but for orders over £30 shipping is free.

We accept online payments via VISA, MasterCard, PayPal and Maesto.

Creating a flavour profile loved by consumers in various countries is key within JDE Peets.

Coffee is a natural product which means that availability and quality constantly differ. 

To make sure we always deliver the flavour profile promised, JDE Peets uses a system of flexible blending. 

This means our blends change on a regular bases depending on the quality of green coffees arriving at out roasteries.

It is only possible to change your address before placing an order.

Please change your address in ''My account'' or create an account and set your preferred address.

We are not able to modify the address once the order has been placed. If you need to change your delivery address please contact Evri once you are provided with the tracking number to rearrange the delivery. You can contact them directly on 0330 808 5456 or by visiting their website.

When ordering on lorespresso.com/en_gb there is no minimum spend limit.

There might be other minimum order values when using a promotional code, please, make sure you read the terms and conditions or the on-screen message if the order cannot be placed.

You can easily download all your invoices through My Account under My Orders.

Please check your junk/spam folder or go to your account.

Podback is a coffee pod recycling service. Created in partnership with the biggest names in coffee pod systems, Nespresso, NESCAFÉ Dolce Gusto and Tassimo, to give people who enjoy the quality and taste of coffee pods simple and easy ways to recycle them. It's the first of its kind in the UK.

In case you have not received your "reset password" email, please check your junk mail. If you are still not receiving an e-mail, please contact our careline for assistance.

You can put any participating brand’s pods in the appropriate bag. The teal-coloured bag marked P is for plastic coffee pods or the white bag marked A is for aluminium coffee pods. If you use both aluminium and plastic pods you cannot put them in the same bag, you will need to use separate bags. This is so they can be sent to the correct reprocessing facility.

Log in or create an account.

Enter your serial number. The serial number can be found on a card attached to the dripping tray of your new machine. It can also be found on the sticker on the bottom of your machine. The serial number consists of 14 digits starting with TW (e.g. TW123412341234).

Once registered you will receive a £20 discount voucher in your email. This code can also be found in your account under “My machines”.

All aluminium and plastic pods from participating brands are accepted and can be recycled via the Podback programme. Find out if you can recycle your brand of pods here.

L’OR Espresso capsules are made from aluminium to provide you with the best espresso. Aluminium is known to effectively preserve the aroma and the flavours of the coffee and now enables you to enjoy the intense taste of a L’OR espresso for a unique experience. Through the Podback scheme we are working towards all of the aluminium in our pods being recycled and reused.

A contact number is required for our delivery company in case there are any issues with the delivery of your order.

This is preferably a mobile number so you can receive SMS notifications but can also be a landline number.

This needs to be entered in the "Saved Addresses" section in the "mobile number" field on your account before you proceed to the checkout.

You can review our privacy policy by clicking here.

No, the coffee grounds are removed from the pods at the reprocessor. The coffee is then used as a soil improver and to create renewable energy.
Please drain any remaining liquid from your used pod before adding it to your recycling bag.

Podback uses different types of bags depending on the collection service – kerbside or drop off. The bags must be able to store used pods in the home without leaking, and then must be able to withstand the demands of the journey from your household to the reprocessing plant.

The bags supplied by Podback for both the kerbside and drop off services are made of recycled material and are recyclable. They are baled by the reprocessor and sent to a facility in East Yorkshire which specialises in recycling flexible plastics, such as food wrappers and films. The facility produces plastic pellets which are used in a wide range of manufacturing industries

Yes. Log on to My Account, then go to your Address Book. You will be able to add another address there.

Unfortunately as part of the Podback scheme, your pods can only be recycled through Podback Drop Off or Podback Kerbside Collection at this time.

Yes, the service covers the whole of the UK including Northern Ireland.

No, the service will initially cover the whole of the UK, including Northern Ireland, but we are already looking at how and when we will expand to the Republic of Ireland in the future.

The sorting and reprocessing stages are overseen by ourselves and partners in the UK, meaning we have complete visibility over what happens to our pods. After collection, the coffee pod materials will be separated from the used coffee grounds. The plastic pods are processed to produce high-grade plastic pellets which can be used by manufacturers to produce high-grade plastic items, such as furniture. The coffee grounds go through anaerobic digestion producing a combination of biogas and soil improver. This is an iterative process and we hope as our volumes of collected pods increase, we can make this process even more circular.

You can find your nearest Collect+ drop location here.

The carbon footprint of the service is very important to us, and we are working with our partners to ensure the service is as efficient as possible.

Aluminium pods will be reprocessed at Tandom Metallurgical Group Ltd. in Congleton, near Stoke-on-Trent. Plastic pods will be reprocessed by Roydon in Swinton, near Manchester.

Recycling bags are recovered and used to create energy.

We like to help

If you would like to speak to our careline team, then please call on our Freephone number (0808 100 8787), Monday to Friday between the hours of 8am-5pm. We’ll be happy to help.

Contact us:

Write your phone number without a space or hyphen

Write as: DD / MM / YYYY.

Found below Best Before Date on the outer wrapper or on the bottom of the dispenser box (not the Tassimo code)

*Mandatory Fields





At Jacobs Douwe Egberts, we take the issue of privacy very seriously. Our privacy policy is   here  to review prior to submitting your enquiry.