Assistance

Do you need information about our products or technical support?
Contact us! Our operators will answer all your questions and provide you with the assistance you need.

1. How to Request Assistance

The assistance procedure varies depending on the machine model.

Machines Serviced via FermoPoint Collection

If you own one of the following models:

Baby Frog Coffee & Tea (serial number beginning with 0)
Darkside
Milkside
Kremia
Kremia Latte
Bluemoon
Simplymoon
Capsulette
Twin
Twin Plus

please follow the procedure below.

1. Contact Customer Support

Contact our Customer Support team via our toll-free number, WhatsApp or e-mail.
One of our operators will assess the reported issue and, if service is required, will provide you with either a PIN code or a direct link.

2. Submit Your Service Request

Access the dedicated service portal:

https://assistenza.didiessesrl.eu/richiesta-assistenza

Enter the PIN code you have received, complete the form with the required information and select the FermoPoint where you wish to deliver the machine.
Alternatively, click on the direct link provided by the operator, complete the required information and select the FermoPoint where you wish to deliver the machine.

3. Prepare the Machine for Shipment

Before delivering the machine, remove the following components:

water tank and its cap;
milk tank and its cap (for models equipped with a milk system only);
milk frother and its holder (for models fitted with a milk frother only);
drip tray and drip tray grille.

Important: The components listed above must not be shipped with the machine. Please keep them and refit them once the repaired machine has been returned to you.

Machines Serviced via an Authorised Service Centre

If you own one of the following models:

Frog
Baby Frog (serial number not beginning with 0)
Didì Borbone

please follow the procedure below.

1. Contact Customer Support

Contact our Customer Support team via our toll-free number, WhatsApp or e-mail.
After assessing the reported issue, the operator will provide you with a service code.

2. Visit an Authorised Service Centre

Using the service code provided, you can take your machine to one of our authorised Service Centres.
The full list of Service Centres is available at:

https://didiessesrl.eu/i-nostri-centri-assistenza/

Unable to Reach a Service Centre?

If you are unable to take your machine to an authorised Service Centre, you may request a home collection service by sending an e-mail to:

didiesse@retenellarete.it

International Assistance

If you are located outside Italy and require warranty service, please contact our Customer Support team by telephone or e-mail before proceeding.
One of our operators will provide you with the warranty repair code required to complete the form available in the International Service Centres section.
Only after receiving this code should you submit your assistance request through the dedicated service portal.

Which machine have you purchased?

Only certain types of machines can be repaired at authorised local service centres; others will instead be repaired directly at the Didiesse S.r.l. headquarters.

Machines that can be delivered to authorised service centres subject to approval:

Frog
Baby Frog (serial number not starting with 0)
Didì Borbone

Machines repaired exclusively by Didiesse S.r.l. subject to approval:

Baby Frog Coffee & Tea (serial number starting with 0)
Darkside
Milkside
Kremia
Kremia Latte
Bluemoon
Simplymoon
Capsulette
Twin
Twin Plus

Did you purchase from our website?

Please make sure to provide:

the order number received by email;
the machine serial number (located underneath the machine or on the side of the packaging);
a description of the issue encountered.

Did you purchase from a retailer, physical shop or online store?

Please make sure to provide:

your full name;
a contact telephone number;
the purchase receipt or invoice;
the machine serial number (located underneath the machine or on the side of the packaging);
a description of the issue encountered.

After verifying, with the assistance of one of our operators, the actual malfunction of the machine and the need for servicing, a warranty repair authorisation code will be issued.

Only with the repair code may the machine be delivered to one of the authorised service centres in your area.

Alternatively, if you are unable to reach the designated service centre, you may request a home collection service by writing to didiesse@retenellarete.it.

Please note that only the following machines may be taken to an authorised service centre:

Frog
Baby Frog (serial number not starting with 0)
Didì Borbone

All other products, including:

Baby Frog Coffee & Tea (serial number starting with 0)
Darkside
Milkside
Kremia
Kremia Latte
Bluemoon
Simplymoon
Capsulette
Twin
Twin Plus

will be collected and sent directly to the Didiesse S.r.l. headquarters.

Important: components not to be sent

In this case, the product must be delivered without the following components:

water tank and corresponding lid;
milk tank and corresponding lid (for machines with a milk system);
milk frother and corresponding support (for machines equipped with a frother);
drip trays and corresponding grids.

Please note: The above components must be retained by the customer and reattached to the machine once it has been returned.

Assistance from abroad

If you are abroad and require assistance, you must first contact us by telephone and/or email in order to receive the warranty repair code, and then complete the form available on the international service centres page.