{ "en-gb": { "reasons": { "General Product Information": [ { "field": "description", "content": "

For all enquiries regarding a future purchase, including availability, comparisons, choosing the right machine and advice on our products and accessories.

If you need information or advice about microwaves, cookers, Nespresso machines, or Dolce Gusto machines, please find the details you need by scrolling further down, under the heading “Contact our partners”.

Please include as much information as possible about the product(s) your enquiry is regarding in your message, including the Product Code, this is a combination of numbers and letters and will look something like ECAM9 or ECi, you can find this on our website, your order confirmation or on your coffee machine.

" }, { "field": "firstName", "mandatory": true }, { "field": "lastName", "mandatory": true }, { "field": "email", "mandatory": true }, { "field": "emailConfirmation", "mandatory": true }, { "field": "address", "mandatory": false }, { "field": "addressnumber", "mandatory": true }, { "field": "city", "mandatory": false }, { "field": "postalCode", "mandatory": false }, { "field": "countryCode", "mandatory": false }, { "field": "phone", "mandatory": false }, { "field": "productName", "mandatory": true }, { "field": "serialNumber", "mandatory": false }, { "field": "freeText", "mandatory": true }, { "field": "uploadFile", "mandatory": false }, { "field": "privacy", "mandatory": true } ], "Product Support & Advice": [ { "field": "description", "content": "

For all enquiries regarding a De’Longhi product that you already own.

You can find instructions on how to set up your coffee machine, fitting your water filter and descaling on our youtube channel.

You can find further information and download our Product Manuals.

" }, { "field": "firstName", "mandatory": true }, { "field": "lastName", "mandatory": true }, { "field": "email", "mandatory": true }, { "field": "emailConfirmation", "mandatory": true }, { "field": "address", "mandatory": false }, { "field": "addressnumber", "mandatory": true }, { "field": "city", "mandatory": false }, { "field": "postalCode", "mandatory": false }, { "field": "countryCode", "mandatory": false }, { "field": "phone", "mandatory": false }, { "field": "productName", "mandatory": false }, { "field": "serialNumber", "mandatory": false }, { "field": "freeText", "mandatory": true }, { "field": "uploadFile", "mandatory": false }, { "field": "privacy", "mandatory": true } ], "Order information & Support": [ { "field": "description", "content": "

For all enquiries regarding orders placed on the De’Longhi website and deliveries.

You can read frequently asked questions on our online shop.

You should receive a confirmation email within 10 minutes of placing your order and your order should arrive within 3 working days. Please check your spam or junk folder if you cannot find your email in your inbox.

Please use the email address you placed your order with and provide detailed information in your message, so we can support you as quickly as possible.

" }, { "field": "firstName", "mandatory": true }, { "field": "lastName", "mandatory": true }, { "field": "email", "mandatory": true }, { "field": "emailConfirmation", "mandatory": true }, { "field": "address", "mandatory": true }, { "field": "addressnumber", "mandatory": true }, { "field": "city", "mandatory": true }, { "field": "postalCode", "mandatory": true }, { "field": "countryCode", "mandatory": false }, { "field": "phone", "mandatory": false }, { "field": "productName", "mandatory": false }, { "field": "serialNumber", "mandatory": false }, { "field": "freeText", "mandatory": true }, { "field": "uploadFile", "mandatory": false }, { "field": "privacy", "mandatory": true } ], "Returns": [ { "field": "description", "content": "

For all enquiries regarding returns from orders placed on the De’Longhi website.

You can return your unused product within 30 days for a refund or exchange, we aim to process any refunds within 7 working days of receiving the item. Find more information on our returns.

If you are returning an item because it is damaged, faulty or broken, please provide a supporting a photo or video clearly showing the issue.

Please use the email address you placed your order with and provide detailed information in your message, so we can support you as quickly as possible.

" }, { "field": "firstName", "mandatory": true }, { "field": "lastName", "mandatory": true }, { "field": "email", "mandatory": true }, { "field": "emailConfirmation", "mandatory": true }, { "field": "address", "mandatory": true }, { "field": "addressnumber", "mandatory": true }, { "field": "city", "mandatory": true }, { "field": "postalCode", "mandatory": true }, { "field": "countryCode", "mandatory": false }, { "field": "phone", "mandatory": false }, { "field": "productName", "mandatory": true }, { "field": "serialNumber", "mandatory": false }, { "field": "freeText", "mandatory": true }, { "field": "uploadFile", "mandatory": false }, { "field": "privacy", "mandatory": true } ], "Product Registration & My Account": [ { "field": "description", "content": "

For all enquiries related to registering your product and your account.

If you ordered on the De'Longhi website after September 2023, your purchase will automatically be registered to your account. If you ordered before then, or purchased your appliance or coffee machine with a different retailer, please register your product.

When registering, please ensure you type in all the letters and the first number of your product code, this will look something like ECAM9 or ECi, and then click on the corresponding machine or appliance.

Please fill out as much information as possible related to your enquiry so we can help you as quickly as possible.

" }, { "field": "firstName", "mandatory": true }, { "field": "lastName", "mandatory": true }, { "field": "email", "mandatory": true }, { "field": "emailConfirmation", "mandatory": true }, { "field": "address", "mandatory": false }, { "field": "addressnumber", "mandatory": true }, { "field": "city", "mandatory": false }, { "field": "postalCode", "mandatory": false }, { "field": "countryCode", "mandatory": false }, { "field": "phone", "mandatory": false }, { "field": "productName", "mandatory": false }, { "field": "serialNumber", "mandatory": false }, { "field": "retailer", "mandatory": false }, { "field": "freeText", "mandatory": true }, { "field": "uploadFile", "mandatory": false }, { "field": "privacy", "mandatory": true } ], "Repairs & Servicing": [ { "field": "description", "content": "

For all enquiries regarding repairs and servicing, both in and out of warranty. If you need a repair or service on microwaves, cookers, Nespresso machines, or Dolce Gusto machines, please find the details you need by scrolling further down, under the heading “Contact our partners”.

We will always provide troubleshooting before booking you in for a repair or service, most product related issues and queries can be solved with our Product Assistant, without needing to book in a repair. You’ll see a speech icon appear in the bottom right-hand corner of your screen to speak to the virtual assistant.

In your message, please include:
- A detailed description of the issue
- Any supporting photos or videos of the issue
- Your address for us to arrange collection of your machine
- Proof of purchase, this may be in the form of an invoice or receipt and must include your name, amount, delivery address and date of purchase

" }, { "field": "firstName", "mandatory": true }, { "field": "lastName", "mandatory": true }, { "field": "email", "mandatory": true }, { "field": "emailConfirmation", "mandatory": true }, { "field": "address", "mandatory": true }, { "field": "addressnumber", "mandatory": true }, { "field": "city", "mandatory": true }, { "field": "postalCode", "mandatory": true }, { "field": "countryCode", "mandatory": false }, { "field": "phone", "mandatory": true }, { "field": "productName", "mandatory": true }, { "field": "serialNumber", "mandatory": true }, { "field": "retailer", "mandatory": false }, { "field": "freeText", "mandatory": true }, { "field": "uploadFile", "mandatory": false }, { "field": "privacy", "mandatory": true } ], "Website & Promotions": [ { "field": "description", "content": "

For all enquiries relating to the De’Longhi website, including our online shop and promotions.

Please include as much information as possible, as well as a screenshot clearly showing the error and send us your help code. You can find this by scrolling down this page, beneath “help code”.

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For any other enquiry.

If your question or message is not related to any of the above, please fill out as much information as possible below, so we can resolve your enquiry as soon as possible.

" }, { "field": "firstName", "mandatory": true }, { "field": "lastName", "mandatory": true }, { "field": "email", "mandatory": true }, { "field": "emailConfirmation", "mandatory": true }, { "field": "address", "mandatory": false }, { "field": "addressnumber", "mandatory": true }, { "field": "city", "mandatory": false }, { "field": "postalCode", "mandatory": false }, { "field": "countryCode", "mandatory": false }, { "field": "phone", "mandatory": false }, { "field": "productName", "mandatory": false }, { "field": "serialNumber", "mandatory": false }, { "field": "retailer", "mandatory": false }, { "field": "freeText", "mandatory": true }, { "field": "uploadFile", "mandatory": false }, { "field": "privacy", "mandatory": true } ], "Cyber Security Issue": [ { "field": "description", "content": "

De’Longhi encourages its consumers to report security issues. Please fill the form below if you believe you spotted a potential vulnerability or security issue in one of our connectable products.

Important information: De’Longhi commits itself to acknowledge receipt of the vulnerability report, as well as to provide an estimated period for conducting the proper verifications and to notify the completion of the vulnerability fixing.

Our standard response time to acknowledge receipt of vulnerability reports is 5 working days.

Status updates of reported vulnerabilities will be disclosed when relevant information becomes available and investigations are completed.

Please be informed the below form is to report security vulnerabilities or issues only. Any reporting or complaint not falling within this scope will not be taken into consideration. Please contact us through alternative channels.

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