Frequently Asked Questions (FAQ)
1. AromaPolti Products
What does “individually wrapped” and “wrapped in pairs” capsules mean?
This refers to the type of packet the capsules come in.
“individually wrapped”= one capsule per packet; wrapped in pairs = two capsules per packet.
May I also use other capsules on Polti coffee machines?
Polti coffee machines are guaranteed and tested with AromaPolti capsules only. The use of non-original or other capsules may cause product failures and immediately invalidates the warranty.
Why are the capsule packets inflated?
Like many companies in the food and beverage sector, AromaPolti packs its products in a modified atmosphere to guarantee the freshness and flavour of its products.
Can I receive a product catalogue at home?
As most of our sales are online we do not have a printed version of the catalogue.
Are there any extra costs for purchasing the products?
Yes, for orders below 200 capsules you must add a delivery cost of £4.95, including VAT. Delivery of the coffee machines costs £7.50 + VAT.
How much are the delivery costs?
On all orders below 200 capsules there will be a delivery cost of £4.95, including VAT. Delivery is off over 200 or more capsules is reduced to £1.95, including VAT.
I have registered my order, when will I receive my goods?
Delivery via courier usually occurs within 7 working days from the date of the order.
All deliveries are constantly monitored by our staff, who, in the event of any problems, will contact you immediately to verify the delivery status of your goods.
I want to receive my goods at a specific time; can I state this on the delivery note?
It is not possible to make an appointment with the courier; however, you may indicate a delivery time preference (morning, afternoon, office opening hours).
Can the courier contact me via telephone to advise me of the delivery time?
In most cases the courier does not possess a company mobile phone; therefore it is not always possible for the courier to contact you directly. If you are unavailable during the day, we would advise you to have your goods delivered to someone that is home during delivery hours (such as a friend or your work place).
Where is my parcel?
You can constantly keep track of your parcel on the courier’s website by typing in your delivery number. To retrieve your delivery number visit your My Home page, select the Order Status section and click on the order you want to track; you will find all of the courier’s details and your delivery number in the Order Status paragraph.
Do you ship overseas?
Actually AromaPolti delivers in the United Kingdom and Northern Ireland.
Will I have to place a minimum order when I register my product?
Polti requires a minimum order of 50 capsules.
I am trying to register my coffee machine but the system tells me that the product code does not exist. What should I do?
If you purchased your coffee machine on our website or at a retailers, please send your data and your product code to aromapolti.uk@polti.com or fill in the Support form. In all instances, always contact the retailer where you purchased your machine.
I typed in my product code but the system tells me that my product has already been registered, why?
Send an e-mail with your data and product code to aromapolti.uk@polti.com or fill in the Support form. We will immediately rectify the situation and take all the necessary measures to register your coffee machine.
I have given my AromaPolti coffee machine to someone else but the product code is still registered under my name, do I still have to purchase coffee?
No. You can transfer your product registration by sending your data with the product code you wish to transfer to aromapolti.uk@polti.com or fill in the Support form.
I found a gift box with 24 sample capsules but they are all past their use by date!
The introductory gift box is packed with the machine; therefore sometimes it may occur that the storage time of the product exceeds the use by date of the capsules. Please write to aromapolti.uk@polti.com, fill in the Support form. We will send you a new box completely free of charge.
Why are the capsules I received different from the ones in the gift box that came with the machine?
The graphic design of our products changes continually. This means that the box may be different to the one that originally came with your coffee machine. However, AromaPolti blends will be the same ones that our customer’s have been enjoying for years.
How will I know if my order has been sent?
You can check the status of your order at any time by visiting the Order Status page in the My Home section of our website.
Can I change my order?
No, the order process does not allow you to change registered orders. The same applies to orders that have already been received.
The parcel I received is damaged. What should I do?
If the parcel shows visible signs of damage state this clearly on the delivery note before opening the parcel. Contact us within three days by writing to aromapolti.uk@polti.com or by filling in the Support form and we will proceed with the replacement of your goods.
I received the coffee capsules but they are not the ones I ordered. Do I have to send them back?
No. Please write to aromapolti.uk@polti.com, fill in the Support form clearly stating what you have received and what you ordered and we will contact you to arrange delivery of the replacement goods completely free of charge.
I received my parcel but some of the capsules are damaged or missing. What should I do?
Please write to aromapolti.uk@polti.com or fill in the Support form stating exactly how many capsules you received and which ones are missing or damaged. We will contact you directly to arrange the replacement of the goods completely free of charge.
I have received my goods but I am not satisfied.
You can cancel your purchase contract according to the terms and conditions stipulated in the General Terms of Sale; Article no 9, Right of Withdrawal.
How long does the guarantee last on my coffee machine?
The coffee machines purchased on our website come with a two-year guarantee. For further information on guarantee terms and conditions please call 0113 200 8585.
I have received the coffee machine that I purchased from your website, but it is broken. What should I do?
If less than 14 days have passed since the date of purchase, please write to aromapolti.uk@polti.com or fill in the Support form.
I have had my coffee machine for more than 14 days and it is not working properly. Who should I contact?
If you experience any problems with your coffee machine you must contact a Service Centre. To find your nearest authorised Polti Service Centre, please contact 0113 200 8585.
I registered on the web site but I did not receive confirmation.
Check your unwanted mail box and add aromapolti.uk@polti.com to your contacts list; check your software’s anti-spam filters and settings and if necessary add aromapolti@polti.com to your wanted mail contacts list.
I have forgotten my password, what should I do?
You can retrieve your password by clicking the “retrieve password” on the log in page; a numerical password will be generated automatically and sent to you via e-mail. If you are unable to complete the retrieval process or you still do not receive the e-mail with your new log in information, you can change your password by writing to aromapolti.uk@polti.com or by filling in the Support form.
I have registered but I am unable to purchase the capsules. Why?
You can only purchase the capsules after registering the product code of your AromaPolti coffee machine. To register your product, enter the Product Registration section of your My Home page. You will be asked to provide your product code and/or pin code which can be found on the silver label on the bottom of the machine.
I have registered on the web site more than once. How do I cancel the other user profiles?
Please write to aromapolti.uk@polti.com or fill in the Support form, stating which user profile you want to keep. AromaPolti will rectify and update your data.
- What does “individually wrapped” and “wrapped in pairs” capsules mean?
- May I also use other capsules on Polti coffee machines?
- Why are the capsule packets inflated?
- Can I receive a product catalogue at home?
- Are there any extra costs for purchasing the products?
- How much are the delivery costs?
- I have registered my order, when will I receive my goods?
- I want to receive my goods at a specific time; can I state this on the delivery note?
- Can the courier contact me via telephone to advise me of the delivery time?
- Where is my parcel?
- Do you deliver overseas?
- Will I have to place a minimum order when I register my product?
- I am trying to register my coffee machine but the system tells me that the product code does not exist. What should I do?
- I typed in my product code but the system tells me that my product has already been registered, why?
- I have given my AromaPolti coffee machine to someone else but the product code is still registered under my name, do I still have to purchase coffee?
- I found a gift box with 24 sample capsules but they are all past their use by date!
- Why are the capsules I received different from the ones in the gift box that came with the machine?
- How will I know if my order has been sent?
- Can I change my order?
- The parcel I received is damaged. What should I do?
- I received the coffee capsules but they are not the ones I ordered. Do I have to send them back?
- I received my parcel but some of the capsules are damaged or missing. What should I do?
- I have received my goods but I am not satisfied.
- How long does the guarantee last on my coffee machine?
- I have received the coffee machine that I purchased from your website, but it is broken. What should I do?
- I have had my coffee machine for more than 14 days and it is not working properly. Who should I contact?
- I registered on the web site but I did not receive confirmation.
- I have forgotten my password, what should I do?
- I have registered but I am unable to purchase the capsules. Why?
- I have registered on the web site more than once. How do I cancel the other user profiles?
| AromaPolti Products | index |
This refers to the type of packet the capsules come in.
“individually wrapped”= one capsule per packet; wrapped in pairs = two capsules per packet.
May I also use other capsules on Polti coffee machines?
Polti coffee machines are guaranteed and tested with AromaPolti capsules only. The use of non-original or other capsules may cause product failures and immediately invalidates the warranty.
Why are the capsule packets inflated?
Like many companies in the food and beverage sector, AromaPolti packs its products in a modified atmosphere to guarantee the freshness and flavour of its products.
Can I receive a product catalogue at home?
As most of our sales are online we do not have a printed version of the catalogue.
| Costs, delivery method and times | index |
Yes, for orders below 200 capsules you must add a delivery cost of £4.95, including VAT. Delivery of the coffee machines costs £7.50 + VAT.
How much are the delivery costs?
On all orders below 200 capsules there will be a delivery cost of £4.95, including VAT. Delivery is off over 200 or more capsules is reduced to £1.95, including VAT.
I have registered my order, when will I receive my goods?
Delivery via courier usually occurs within 7 working days from the date of the order.
All deliveries are constantly monitored by our staff, who, in the event of any problems, will contact you immediately to verify the delivery status of your goods.
I want to receive my goods at a specific time; can I state this on the delivery note?
It is not possible to make an appointment with the courier; however, you may indicate a delivery time preference (morning, afternoon, office opening hours).
Can the courier contact me via telephone to advise me of the delivery time?
In most cases the courier does not possess a company mobile phone; therefore it is not always possible for the courier to contact you directly. If you are unavailable during the day, we would advise you to have your goods delivered to someone that is home during delivery hours (such as a friend or your work place).
Where is my parcel?
You can constantly keep track of your parcel on the courier’s website by typing in your delivery number. To retrieve your delivery number visit your My Home page, select the Order Status section and click on the order you want to track; you will find all of the courier’s details and your delivery number in the Order Status paragraph.
Do you ship overseas?
Actually AromaPolti delivers in the United Kingdom and Northern Ireland.
| Product registration |
index |
Polti requires a minimum order of 50 capsules.
I am trying to register my coffee machine but the system tells me that the product code does not exist. What should I do?
If you purchased your coffee machine on our website or at a retailers, please send your data and your product code to aromapolti.uk@polti.com or fill in the Support form. In all instances, always contact the retailer where you purchased your machine.
I typed in my product code but the system tells me that my product has already been registered, why?
Send an e-mail with your data and product code to aromapolti.uk@polti.com or fill in the Support form. We will immediately rectify the situation and take all the necessary measures to register your coffee machine.
I have given my AromaPolti coffee machine to someone else but the product code is still registered under my name, do I still have to purchase coffee?
No. You can transfer your product registration by sending your data with the product code you wish to transfer to aromapolti.uk@polti.com or fill in the Support form.
| Gift Box |
index |
The introductory gift box is packed with the machine; therefore sometimes it may occur that the storage time of the product exceeds the use by date of the capsules. Please write to aromapolti.uk@polti.com, fill in the Support form. We will send you a new box completely free of charge.
Why are the capsules I received different from the ones in the gift box that came with the machine?
The graphic design of our products changes continually. This means that the box may be different to the one that originally came with your coffee machine. However, AromaPolti blends will be the same ones that our customer’s have been enjoying for years.
| My Order |
index |
You can check the status of your order at any time by visiting the Order Status page in the My Home section of our website.
Can I change my order?
No, the order process does not allow you to change registered orders. The same applies to orders that have already been received.
The parcel I received is damaged. What should I do?
If the parcel shows visible signs of damage state this clearly on the delivery note before opening the parcel. Contact us within three days by writing to aromapolti.uk@polti.com or by filling in the Support form and we will proceed with the replacement of your goods.
I received the coffee capsules but they are not the ones I ordered. Do I have to send them back?
No. Please write to aromapolti.uk@polti.com, fill in the Support form clearly stating what you have received and what you ordered and we will contact you to arrange delivery of the replacement goods completely free of charge.
I received my parcel but some of the capsules are damaged or missing. What should I do?
Please write to aromapolti.uk@polti.com or fill in the Support form stating exactly how many capsules you received and which ones are missing or damaged. We will contact you directly to arrange the replacement of the goods completely free of charge.
I have received my goods but I am not satisfied.
You can cancel your purchase contract according to the terms and conditions stipulated in the General Terms of Sale; Article no 9, Right of Withdrawal.
| Technical Support |
index |
The coffee machines purchased on our website come with a two-year guarantee. For further information on guarantee terms and conditions please call 0113 200 8585.
I have received the coffee machine that I purchased from your website, but it is broken. What should I do?
If less than 14 days have passed since the date of purchase, please write to aromapolti.uk@polti.com or fill in the Support form.
I have had my coffee machine for more than 14 days and it is not working properly. Who should I contact?
If you experience any problems with your coffee machine you must contact a Service Centre. To find your nearest authorised Polti Service Centre, please contact 0113 200 8585.
| Site Registration |
index |
Check your unwanted mail box and add aromapolti.uk@polti.com to your contacts list; check your software’s anti-spam filters and settings and if necessary add aromapolti@polti.com to your wanted mail contacts list.
I have forgotten my password, what should I do?
You can retrieve your password by clicking the “retrieve password” on the log in page; a numerical password will be generated automatically and sent to you via e-mail. If you are unable to complete the retrieval process or you still do not receive the e-mail with your new log in information, you can change your password by writing to aromapolti.uk@polti.com or by filling in the Support form.
I have registered but I am unable to purchase the capsules. Why?
You can only purchase the capsules after registering the product code of your AromaPolti coffee machine. To register your product, enter the Product Registration section of your My Home page. You will be asked to provide your product code and/or pin code which can be found on the silver label on the bottom of the machine.
I have registered on the web site more than once. How do I cancel the other user profiles?
Please write to aromapolti.uk@polti.com or fill in the Support form, stating which user profile you want to keep. AromaPolti will rectify and update your data.
