Customer support

Frequently asked questions

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Orders, payments and invoices

How can I buy a Faber coffee machine?

You can purchase directly from our website.
If you need assistance before purchasing, you can email customer@fabercoffeemachines.com or contact us on WhatsApp at +39 342 6080429. 
Which payment methods are accepted?

You can pay by:

  • Credit card or debit card
  • PayPal (payment in 3 installments, where available)
  • Klarna (payment in 3 or more installments, where available)
  • Bank transfer
    Account holder: Ofi S.r.l.
    Iban: IT37O0538703421000042858204
    BPER Bank
    BIC/SWIFT: BPMOIT22XXX
How do I request an invoice as a private customer?

You can request an invoice during checkout.

  1. In your cart, under “Would you like an invoice?”, select Individual.
  2. Proceed to checkout.
  3. Enter your Italian tax code and the required billing details in the designated fields.
  4. Complete your order as usual.

Your request will be linked to your order. To ensure your invoice is issued correctly, please make sure all the information you enter is complete and accurate.
How do I request an invoice with a VAT number?

If you are purchasing with a VAT number, you must submit your invoice request before completing your order.

  1. Sign in to your Faber account.
  2. In your cart, under “Would you like an invoice?”, select Company.
  3. Enter company name, country and VAT number.
  4. For Italian companies, also enter certified email (PEC) and SDI code.
  5. Click “Save invoice details” and then complete checkout.

For companies with an EU VAT number, the system validates the VAT number and automatically applies the relevant tax treatment where applicable. Use the same email address associated with your account at checkout.
Can I change or cancel an order?

If your order has not yet been handed over to the courier, you can request a change or cancellation through our Support team, quoting your order number.

Shipping and delivery

How long does order processing take?

Orders are processed within approximately 10 business days. For certain product ranges, processing may take up to 13 business days.
How much does shipping cost?
  • In Italy shipping is free on orders over €500; otherwise, it costs €10 per machine.
  • For shipping within the European Union the cost is €40 per machine.
  • For all other destinations we serve, shipping costs are calculated at checkout based on the quantity and type of products ordered.
Can I track my order?

Yes. Once your order has been handed over to the courier, you will receive shipping details and a tracking link.
My package arrived damaged. What should I do?

If the packaging is damaged, we recommend signing for the delivery with reservations or refusing it.

Products and use

What type of coffee do Faber machines use?

All Faber coffee machines use E.S.E. (Easy Serving Espresso) paper pods.
Capsules and other formats cannot be used.
Are all Faber coffee machines the same?

The brewing system is the same across models. The differences lie in design and additional features.

Is it normal to find traces of water in the machine?

Yes. All Faber machines are hand-assembled using Made in Italy materials. Each machine is individually tested before packaging. This explains why some residual water may be present in the internal circuits.

Support and warranty

How can I contact customer support?

You can contact customer service via:

  • Email: customer@fabercoffeemachines.com
  • WhatsApp: +39 342 6080429
  • Toll-free number: 800 865866
  • Contact form
What are customer service opening hours?

We are available Monday to Friday:
9:30 am – 1:00 pm / 2:00 pm – 4:00 pm
Where can I find a service center?

You can find your nearest service center by clicking HERE.
How does the warranty work?

Faber machines are covered by a 2-year warranty starting from the activation date.

The warranty covers manufacturing defects but does not cover damage caused by:

  • improper use
  • failure to perform regular cleaning and maintenance
  • use of unsuitable products

You can activate the warranty using the card included in the box or through the dedicated section of our website.

Returns and refunds

How can I return a product?

You may request a return within 14 days of delivery.

You can request a return directly from your customer account on our website by selecting the relevant order and using the return request feature.

Alternatively, you can email: customer@fabercoffeemachines.com

including:

  1. order number;
  2. reason for the return;
  3. any other information relevant to your request.

Once we receive your request, we will provide instructions on how to return the item.

If you withdraw from your purchase, return shipping costs are the customer’s responsibility. The original order’s shipping charges are non-refundable.

The refund will be issued after we receive and inspect the returned item, using the original payment method.
What happens if I refuse a damaged delivery?

The item is returned to the sender and a refund is issued. If you prefer, we can arrange a new shipment at no additional cost.