Frequently asked questions
MANUALS & MAINTENANCE
WE’RE HAPPY TO HELP YOU
Below, you will find answers to the most common questions from our customers along with our instruction guides and videos above. If you don’t find the answer to your question, you’re more than welcome to contact us. Our customer service is open Mon – Fri 08:00 am – 04:00 pm CET and you can easily get in contact with us via the contact form on this page.
Which countries do you ship to?
For the customers in the UK we ship to United Kingdom. Visit Sjöstrand’s other websites for more shipping options:
sjostrandcoffee.com, sjostrandcoffee.se, sjostrandcoffee.de, sjostrandcoffee.is
What payment methods are available in the webshop?
In our webshop, you can pay with Klarna, Paypal and Stripe.
How can I apply my discount code?
Enter your discount code at the checkout before completing your purchase.
Why haven’t I received an order confirmation?
If you haven’t received an order confirmation, look in your spam folder, it might be there. If not, contact our customer service department and we’ll send it to you.
When will my order be delivered?
We pack and ship your products within 24 hours for orders placed Monday-Friday, and on the next business day for orders placed over the weekend. It can then take 1-3 days for delivery depending on the shipping option chosen. During current Covid-19 situation the shipping period can vary from country to country.
I want to change or cancel my order, how do I do that?
Contact us via the contact form at this page.
I have a problem with my products, what do I do?
Contact us via the contact form at this page, and we’ll help you arranging a repair or replacement.
Instruction videos Espresso Machine
OUR CAPSULES
What are your compostable coffee capsule made of?
Sjöstrand Coffee’s capsules are made from starch and plant-based material such as sugar cane.
Do all capsules work in your machine?
The absolute majority of Nespresso®-compatible capsules work in our machine.
Do Nespresso capsules work in your machine?
Nespresso® capsules work in a Sjöstrand Coffee machine.
A capsule has become jammed in my machine, what should I do?
Lift the lever and press the small cup button. The water pressure will force the capsule out.
Which are your strongest coffees?
We have an intensity scale, with N°1 having the most intense flavour. All our coffees, except N°3 Lungo, are designed for espresso coffee, i.e. 40ml and the small cup button. The large cup button is intended to be used for Lungo coffee, N°3 and N°5.
All about our coffee subscriptions.
OUR ESPRESSO MACHINE
No water is getting into my capsule espresso machine, what should I do?
Perform a factory reset by doing the following:
- Turn off the machine
- Press and hold in the large cup button
- Start the machine and release the large cup button
- Once the machine stops flashing, run it a few times with just water (do not load a capsule)
How often should I descale my machine?
It’s a good idea to descale your espresso machine twice a year. You can use any descaler you can find in your local supermarket. Read more about the descaling procedure here.
