Frequently asked questions

Covid-19 Information

Online Support

• I’m a Nespresso member but don’t have online login details. How can I place an order?

  If you are a Nepresso member but don't have online login details, simply:

  1. Go to: Registration
  2. Fill in the fields on the page, taking care with the password as this will be the password you use to login once your account is activated.
  3. Scroll down to the section titled Existing Member? Activate Your Online Account
  4. Select Yes, I do have a Nespresso Club membership number.
  5. Fill in your Nespresso membership number and the post code that is on your account and click Continue to create your online login.You will be logged in to the account and can access it any time with the email and password you have just set. If you need any help, click ‘ask us your question’ below or contact us via Live Chat.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• I'm trying to log in/place an order - what does this error code mean?

  Some errors can be rectified online, whereas some will require you to contact our Coffee Specialists. Please see the below list of the most common error codes and how best to resolve them.
  If you have encountered an error code that is not listed below, please call or live chat us and our Coffee Specialists will be happy to help.

  703 error code
  We apologise but are unable to process your request with the details provided.
  To continue please call or live chat Nespresso and specify the code 703.

  709 error code
  We apologise but there seems to be an issue with accessing the appropriate delivery information for this order. If you are trying to copy a previous order, please ensure the delivery method is still available (for example Express Delivery may not currently be available in your area).
  If the problem persists, please call or live chat Nespresso and specify the code 709.

  710 error code
  Unfortunately your registration has not yet been completed. Please allow 30 minutes and try again.
  Should you continue to see this message please call or live chat Nespresso and specify the error code 710.

  711 error code
  We apologise but are unable to process payment for your order. Please call us and specify 711 to complete your order over the phone.

  729 & 740 error codes
  There is a problem with your Nespresso account. please call or live chat Nespresso and specify the code 729/740.

  741 error code
  A problem occurred due to a technical problem. Please try closing your browser and reloading the page.
  If the issue persists, please call or live chat Nespresso and specify the code 741.

  766 error code
  The transaction failed. This may be due to an error inputting the card details, 3D secure details, or the card has been declined by your bank. Please try placing your order again.
  If the problem persists, please call or live chat Nespresso and specify the code 766.

  767 error code
  There was an error when trying to save your card as the default billing address does not match the billing address of the card. Amend the address before trying again.
  If the problem persists, please call or live chat Nespresso and specify the code 766.

  814 error code
  Your credentials are not valid for the Australian Nespresso site. You may be trying to log in on a different country’s website. On the desktop website, please ensure the flag in the bottom left corner of the page shows Australia, before trying again. On the App, press ‘More’, then ’Countries & Languages’ and ensure the correct country is selected, before trying again.
  If the problem persists, please call or live chat Nespresso and specify the code 766.

  Generic error code of numbers and letters (e.g. 54-fta)
  We apologise, but the website has encountered a temporary error. Please wait a few minutes before trying to process your request again.
  If the problem persists, please call or live chat Nespresso and specify the code you encountered.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• How do I log into my Nespresso account?

  To log into your Nespresso membership account, please follow these steps:

  1. Visit https://www.nespresso.com/au/en/secure/login
  2. Enter your registered email and password to log in.

  If you need any help, click ‘ask us your question’ below or contact us via Live Chat. 

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• I cannot order through the App, what is wrong?

  Do you have the latest update of the app? If not - update and try again. Sometimes it can also help to delete the app from your device and then reload it.

  If this does not work, contact us at 1800 623 033 or via Live Chat and we will help you!

  Please take a print screen of the error message / error code.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• My email and password are not being recognised to log in. What do I do?

  If you are using valid login credentials but are receiving the message “The username and/or password entered are not valid. Please confirm your entry”, please do the following.

  1. Go to https://www.nespresso.com/au/en/forgot-password
  2. Enter your registered email address
  3. Click the link in the email that will be sent to you and reset your password
  4. Attempt to login.

  At times, this email can take up to 30 minutes to arrive. Please also check your Junk folder in case it has been directed there.

  If you need any help, click ‘ask us your question’ below or contact us via Live Chat. 

   

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Where can I find my membership number?

  Your membership number is generated a few hours after registering for online ordering. Once you are registered, your membership number may be found by logging into the website and clicking on ‘Welcome’ then ‘My Personal Information’. The number will be displayed on the left under ‘General Information’. If you are not registered for online ordering, your membership number can be found on the top right of your invoices. It may be labeled 'customer number'.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• I am a member of the Nespresso Club in another country. How do I transfer membership to Australia?

  Each country has a separate Nespresso Club, and memberships cannot be transferred. Additionally, email addresses cannot be shared between accounts. If you would like to place an order online for delivery in Australia, please register on this page using a different email address from the one associated with your previous account. If you would like to use the same email address, please click here and select your previous country. You can then proceed to their contact page to request to remove your details and close the account. Once it is closed, you will be able to register in Australia using that email address.

   

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• How do I update my membership details?

  As a member of the Nespresso Club, you can manage the information registered on our system by logging in, and using the “My Account” section on the website, which is located on the top right corner of the site. You will be able to modify or create the following information:
  Shipping addresses
  Billing addresses
  Payment methods
  Whether or not you would like to receive Nespresso information to your email address
  Whether or not you would like to receive alerts and notifications for coffee purchases or for descaling your machine.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

Guest checkout

• Can I use my email address in the guest checkout if I’m already registered?

  No, If an email has already been used to register as a Nespresso Club Member, it's not possible to checkout as a guest. Please checkout out by using your Nespresso Club member credentials to log in.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Am I entitled to the same benefits as a Nespresso Club Member if I checkout as a guest?

  When checking out as a guest you may miss out on some of the great benefits of being a Club Member, including:

  • Exclusive member offers and gifts
  • Early access to new and Limited Edition releases
  • Easy access to EasyOrders, Subscription plans, setting up alerts and checkout preferences
  • The Nespresso app at your fingertips

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• How can I track my order?

  Once you receive your shipping confirmation email we’ll send a subsequent tracking email so you can track your order. If it doesn’t look like your order is on its way to you, or you would like additional help, we’re available 24/7 to assist you by calling us or via Live Chat.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• I’m trying to redeem a promotion but it isn’t working when I checkout as a guest

  Not all promotions are available to customers who checkout as a guest. To enjoy personalised offers please register as a member of the Nespresso Club.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Can I sign up to subscription as a guest customer?

  Subscription is not available to guest customers. To enjoy the full benefits of Subscription by Nespresso, please register as a Nespresso Club Member when checking out.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

Sustainability & Recycling

• Why are Nespresso capsules made from aluminium?

  Nespresso has chosen aluminium as packaging material for its exceptional ability to preserve the content and protect against external impact, as well as the fact that aluminium is infinitely recyclable.

  Thanks to the fact that we use aluminium, we do not need any additional packaging around the capsule, which makes it easier to transport.

  The Nespresso capsules are internally covered with a food-approved protective film that prevents the coffee from coming into contact with the aluminium. Nespresso Quality Managements tests show that our product and packaging meet and exceed the strictest regulatory standards in the world.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Is Nespresso coffee Fairtrade?

  We source more than 80% of our coffee through the Nespresso AAA Sustainable Quality™ Program, developed in 2003 with the Rainforest Alliance in order to meet our need for securing the highest quality coffee in the world, while focusing on environmental sustainability and farmer welfare. The core of our commitment to sustainability and farmer welfare is built around this program and we currently work with more than 70,000 farmers across 12 countries.

  Many of the positives of the Fairtrade scheme – such as farmers working in co-operatives, being close to the final buyers, a price that allows for fair labour practices – are also part of our AAA Program, which also includes environmental, crop quality improvement and a premium above market price.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Are Nespresso capsules recyclable?

  Yes. Apart from being the best material to keep our coffee fresh, aluminium is also infinitely recyclable.

  You can explore which recycling option suits you best here.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• How can I recycle my Nespresso capsules?

  There are currently four ways of recycling your used Nespresso Original and Vertuo range aluminium capsules.

  • Participate in our bulk recycling collection initiative where workplaces or community locations can become a recycling point
  • Return your used aluminium capsules to a Nespresso Boutique
  • Drop them off at a participating florist collection point
  • Post your used capsules back to Nespresso using a special Australia Post satchel

   

  You can explore which recycling option suits you best here.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Can I recycle my Nespresso capsules with my kerbside recycling?

  No. Unfortunately, there are some products that Australia’s domestic waste systems cannot process. Due to this, Nespresso aluminium capsules currently cannot be recycled in domestic bins. To ensure everyone has access to a recycling option, we have implemented our own nationwide recycling program in Australia.

  Find the most convenient recycling option for you here.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Can I recycle non-Nespresso capsules through the Nespresso recycling program?

  Nespresso established a dedicated recycling program specifically for recycling capsules made from aluminium. For non-Nespresso capsules, we suggest you contact your capsule manufacturer to enquire about the recycling options they offer to their customers.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• I’m not located near any recycling points. How can I recycle my capsules?

  We’re committed to making recycling easy and accessible which is why we offer a variety of recycling options. If you don’t live near a Nespresso Boutique or florist collection point, we have these options available to you:

  • Order our specially designed Australia Post recycling satchel and mail back your capsules using one of Australia Post’s 20,000+ street post boxes or post offices.

  • Become a recycling collection point yourself! Using a bulk recycling box on behalf of your workplace or community is easy – click here to learn more.

  • Encourage your local businesses, schools or community centres to become a collection point using the Nespresso Bulk Recycling Kit.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Where can I buy a Nespresso recycling bag or postage satchel?

  Nepresso Recycling Bags and Australia Post Recycling Satchels can be purchased on our website here, in all Boutiques and via the Nespresso Club by calling 1800 623 033.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• I am not a florist. Can I still be listed as a capsule collection point on the Nespresso website?

  Thank you for participating in recycling and working to create a more sustainable coffee culture. At this time, we’re only able to offer this to florists and garden centres who are part of the Nespresso recycling program.

  However, we do encourage you to spread the word about being a recycling point through other means. For example, you may want to post on a community Facebook page or put up a notice in community centres.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Is the Australia Post Recycling Satchel recyclable?

  Yes, the Australia Post Recycling Satchel is recyclable and Nespresso recycles all returned Australia Post satchels.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• What happens to the capsules I recycle?

  After the coffee capsules are picked up from the recycling points, they are sent to a specialist recycling plant in Nowra, NSW.

  Here, the aluminium is separated from the residual coffee. The coffee is then sent to an industrial composting facility to be transformed into compost, while the aluminium is recycled and sent back to the aluminium industry to produce new aluminium products.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• What is Bulk Recycling?

  Our bulk recycling initiative has been developed to support workplaces and community locations that want to become a recycling point for Nespresso used aluminium capsules, provided they are a Club Member or a Nespresso Professional customer.

  A company or community group, such as a school, can decide to provide a collection point to its employees or community. A strata manager could also offer this to tenants. Our Nespresso Professional customers can also use it to collect their own capsules and make the recycling option available to their employees and customers.

  As part of the initiative, Nespresso provide a free recycling kit and covers the cost of returning the used aluminium capsules.

  To take part in this initiative Nespresso Club Members can call 1800 623 033 (AU toll free, 24/7).

  Nespresso Professional Customers can conact us here.

  This recycling program is only suitable for Nespresso aluminium capsules.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• I am a Nespresso Professional customer. How can I recycle my used capsules?

  We offer a free of charge collection service to our business customers for their used Nespresso capsules. Upon request, we will supply a bulk collection kit, comprising of three large recycling collection boxes that can hold up to 1,500 used aluminium capsules (both Professional & Consumer Nespresso capsules). You can contact us here to order your bulk collection kit. You can also find more information here.

  If you want to find out more about the choices we make to create exceptional coffee and a sustainable coffee culture, click here 

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Why do you partner with florists?

  Because our capsules have used coffee grounds, we needed to find partners that are familiar with handling organic waste. Florists have experience in dealing with organic waste from flowers, so they are a perfect fit. They are also generally located in convenient locations, which give you easily accessible options to recycle your used Nespresso aluminium capsules.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Can I return my Nespresso machine for recycling?

  Yes, you can pass your Nespresso machine to us for recycling. You just need to have your machine registered on your membership including the machine model, 19 digit serial number, purchase date and point of sale. You can then reach out to us via Live Chat or on 1800 623 033 for the next steps.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Will Nespresso be offering a reusable or biodegradable capsule?

  While we will not comment on specific innovations at this time regarding the creation of a reusable or biodegradable capsule, we are constantly looking for optimal solutions that will continue to ensure the integrity and quality of our product.

  Nespresso uses aluminium for its capsules because it is infinitely recyclable and we have found that it is the best material available to protect our coffee quality. Recycled aluminium capsules have an equivalent and often better environmental footprint than properly composted biodegradable plastic capsules.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

Product Information

• What is the Welcome Offer, and how do I order this?

  If you are a new Nespresso Member, you can benefit from a Welcome Offer on either your first or second capsule order. The Welcome Offer has been created to introduce you to the world of Nespresso coffee blends and contains a pre-selected assortment of coffees and a complimentary gift.

  You can purchase the Welcome Offer online when logged in with your new membership. It is also available in our Boutiques or by contacting us on (toll-free) 1800 623 033. 

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• How much do Nespresso Capsules cost?

  Coffee blends are packaged in what we refer to as sleeves. A sleeve contains 10 capsules of a particular blend.

  The prices you see on the website and app are per capsule and vary depending on the blend. Prices of coffee assortment packs are shown per pack and are reflective of the blends within each assortment pack. Click here to see current capsule prices.

  You can purchase capsules in any of our Boutiques, on our website, directly through Nespresso on 1800 623 033 (toll-free), and on our Android and iOS apps (available on Google Play and App store).

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• What is a Limited Edition or Variation coffee?

  Limited Editions are produced from high quality coffee beans. They are released by Nespresso each year and are available for purchase in limited quantities for limited periods of time.

  All flavoured Variations are based on a coffee blend, with the addition of a chosen flavour.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Can you make cold or iced coffee recipes with Nespresso coffee?

  Yes, you can definitely create cold and iced coffee recipes with all Nespresso coffee blends.

  From time to time we release Limited Edition coffees specifically developed by our experts to be enjoyed over ice.

  To discover delicious, easy to recreate recipes using our permanent coffee range visit Nespresso Recipes.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• What differentiates Nespresso coffee?

  To provide our Members with the highest quality coffee cup after cup, Nespresso has a strict and rigorous selection process: only a small proportion of coffee production meets Nespresso's quality standards. Throughout the year, Nespresso coffee experts and their coffee supplier partners ensure these high quality standards by actively seeking those coffees grown in farming communities in the main coffee producing areas of the world. These are often remote regions, where the combination of altitude, climate and rich soil produces the distinctive flavors, aromas and complex character that make up Nespresso coffees.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Does Nespresso offer organic coffee?

  While at this time Nespresso does not provide organic coffee, we do offer coffee sourced from our AAA Sustainable Quality TM Program.
  
  We now source more than 80% of our coffee through the Nespresso AAA Sustainable Quality™ Program, developed in 2003 with the Rainforest Alliance in order to meet our need for securing the highest quality coffee in the world, while focusing on environmental sustainability and farmer welfare. The core of our commitment to sustainability and farmer welfare is built around this program and we currently work with more than 70,000 farmers across 12 countries.

  We encourage farmers to use organic material whenever possible, and work with the Rainforest Alliance through our AAA Program to provide trainings to farmers on sustainable farming methods.

  Nespresso believes that the holistic approach of our AAA Program is the most sustainable way to grow our highest quality coffee, especially for smallholder coffee farmers.
  
  Find out more about the choices we make to achieve Sustainable Quality.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• What is the difference between the different Nespresso coffee sizes, such as an 'Espresso' and a 'Lungo' blend?

  Espresso and Lungo are the two main coffee extraction sizes used with the Original system.

  An Espresso is a 40 mL shot of coffee (small cup button) and contains coffee of a finer grind.

  A Lungo is a 110 mL shot of coffee (the large cup button). The Lungo capsules contain coffee of a coarser grind.

  If you enjoy a range of extraction sizes and coffee styles, the Vertuo system could be your ideal solution. To discover how you can enjoy five different cup sizes, click here.

  Extracting at the recommended level prevents over-extraction. You can find out more about this, in the next FAQ.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• What is over extraction?

  Each Nespresso capsule is created to be extracted at a certain level. Past that, it will stop producing flavour and start to burn – meaning your coffee will taste bitter.

  To help you extract at the recommended level every time, Original coffee capsules have the recommended extraction size shown on the coffee sleeve.

  Vertuo coffee capsules make it even easier to extract at the best size. The capsules have a barcode that is read by the Vertuo machines to set the correct extraction size.

  Over-extraction can put excess pressure on your machine’s pump and may make it necessary for you to descale your machine more often. You may also find granules of coffee poured into your cup, which will affect the character profile of the blend.

  We recommend descaling and using a new toothbrush on the pyramid plate to remove the build-up of coffee grinds.

  For more information on maintenance, you can view guided videos on our Machine Assistance page.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Can I use non-Nespresso capsules in my Nespresso machine?

  The original Nespresso capsules and the genuine Nespresso machines are designed to work together as a single system to deliver the perfect cup of coffee. Only the interaction of our genuine capsules and the genuine Nespresso machine's brewing unit can guarantee the in-cup quality that Nespresso is known for. 

  Whilst we cannot comment on non-Nespresso products as matter of policy, allow us to say that Nespresso aluminium capsules and the extraction through the Nespresso machine brewing unit assures the pressure, water temperature and quantity needed to consistently create the perfect cup. 

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• What does intensity mean? Does it affect the caffeine content in the blend?

  Intensity is how we define the profile of a coffee blend and is based on the degree of roasting, its body and its bitterness.

  Intensity does not refer to the amount of caffeine found in the coffee.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• How are Nespresso coffees decaffeinated?

  Nespresso coffee is decaffeinated using two different processes.

  The first is the water decaffeination process which uses water to remove the caffeine. The second is the carbon dioxide process. In this process the green coffee is soaked in water after which carbon dioxide (one of the key constituents of air) is used to extract the caffeine.

  All of our decaffeinated products are tested and must contain less than 0.1% residual caffeine. Caffeine content is checked in green coffee, in roasted coffee and in the finished product.

  The processes respect the coffee bean’s true nature, allowing us to maintain the strength, variety and richness of its aromas.

  You can discover our decaffeinated coffee blends here.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• How much caffeine is there in Nespresso coffee capsules?

  The amount of caffeine is different for each coffee and depends on two factors: the proportion of Robusta in the blend (Robusta contains twice as much caffeine as Arabica), and the quantity of ground coffee used to prepare the cup.

  The caffeine concentration depends partly on the amount of coffee used to prepare the coffee, and the variety of green coffee used in the capsule. The Robusta origin contains an average of 2.4% whereas the Arabica origins contain approx. 1.2% of caffeine. Decaf capsules contain less than 0.1% of caffeine. On average, a Nespresso Original Line coffee contains between 50 mg and 90 mg of caffeine/cup.

   

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• Are there any allergens or preservatives in Nespresso coffee?

  No. Nespresso coffee blends, including Variations and the Vertuo range, do not contain any source of food allergens or preservatives.

  The flavours for our Variations blends come in the form of a very fine powder (encapsulated flavours), created using a group of aromatic substances. They are added to the coffee after grinding.

  The aromatic substances do not contain any food allergens.

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• Are Nespresso machines and capsules BPA-free?

  Nespresso machines are certified as having no BPA.

  There is no BPA in direct contact with the roast and ground coffee within Nespresso capsules across all ranges.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Why are some Nespresso machines branded as Breville and DeLonghi?

  Nespresso partners with different brands for the manufacturing of machines. This has allowed us to create a broader variety of sophisticated machines that suit our Members’ tastes and aesthetic preferences.

  All machine models are mechanically identical, with just stylistic differences.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Will Nespresso have a hot chocolate, tea or chai capsule in future?

  Our passion is the production of premium portioned coffee, providing perfect in-cup quality each and every time. We don’t currently have any plans to introduce tea, hot chocolate or chai capsules to our Coffee range.

  We do offer Limited Edition and flavoured Variations throughout the year that you can enjoy.

  You can also explore the Nespresso Recipes site for ideas on serving suggestions and creative coffee styling.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Vertuo - Do you plan to extend your range of coffees?

  The Vertuo range is comprised of 28 different coffees. Nespresso is known for continuous innovation and new product development, continuously seeking to offer Club Members new experiences.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Are Nespresso capsules Kosher or Halal?

  Yes. All Nespresso coffees including the Vertuo range are compliant with Muslim and Jewish religious requirements, and are thus Halal and Kosher certified, respectively.

  In keeping with Kosher certification, the coffees without flavours are “Passover” certified and coffees with flavours are "Parve" certified.

   

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• Are Nespresso coffees suitable for a vegetarian or vegan diet?

  Yes. All of our coffees are suitable for Vegetarians and Vegans. They contain no edible products of animal origin, dairy produce, birds' eggs or natural honey.

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• My coffee capsules are outside the Best Before date. Is it still safe to use them?

  Nespresso capsules are hermetically sealed to protect the coffee inside from light, moisture and oxygen.

  At the end of every Nespresso coffee sleeve you will find both the "Production date" and the “Best before” date.  The "Best Before" date is approximately 12 months from the date of production.

  As the “Best before” date simply acts as an indicator of optimal freshness, flavour and aroma, unopened capsules are completely safe to consume after this date.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Do you intend to sell Nespresso capsules in supermarkets? Why don't you sell in grocery stores?

  It is not our intention to begin selling in supermarket chains. Nespresso’s unique business model allows us to guarantee quality at every stage of the value chain, to offer a direct relationship with our Club members as well as a holistic approach to sustainable development from cherry to cup.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

Vertuo

• What is Vertuo?

  The Vertuo range is coffee redefined, with innovative brewing technology and unique design for the ultimate coffee experience.

  Offering freshly brewed coffee with crema, the Vertuo machine range makes five cup sizes at the touch of a button: Espresso (40ml), Double Espresso (80ml), Gran Lungo (150ml), Mug (230ml) and Alto (414ml).

  To achieve this range of coffees with just one machine, Vertuo uses three different capsule sizes: a small capsule for Espresso, medium for Double Espresso and Gran Lungo and large capsule for Alto and Mug. Pair a Vertuo machine with the Aeroccino milk frother and enjoy a wide range of milk-based recipes like a macchiato or a cappuccino.

  Discover the Vertuo coffee range here.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Why is the Vertuo crema so dense/thick?

  Vertuo is the first single-serve system to brew large-cup coffee with crema, as crema has traditionally been a feature of the espresso extraction method.

  Crema is a naturally formed foam of coffee and air, produced during the extraction process. It is a sign of ultimate coffee quality, enhancing the tasting pleasure. The crema protects coffee aromas, sealing them in the cup until they are released as you enjoy your coffee. The crema allows you to benefit from the full aromatic profile.

  Vertuo crema can be thicker compared to crema on Original coffee blends, due to its unique Centrifusion system.

  Discover more about Centrifusion.

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• Why is the ring light on my machine half red and half yellow?

  All our Vertuo coffee machines are equipped with a descaling alert. Although the alert is described as half red and half green in your machine's user manual, the green light can appear to be yellow under certain conditions.

  We recommend descaling your machine every 3 months or after 300 capsules, whichever comes first. Over time, water used during brewing may cause internal mineral build up, which can affect the flow, temperature and overall performance of your machine.

  You may purchase a descaling kit online, by phone, or in any Nespresso Boutique. One kit contains enough descaling solution for two descalings. You can view this here.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Vertuo Next: The coffee button on my Vertuo Next blinks orange and I cannot start my machine

  The unique locking mechanism on the Vertuo Next secures that the capsule stays in place. During the brewing process the capsule can spin up to 4000 rpm.

  Therefore it is imperative to always make sure that the handle is fully locked before starting a brew. If this is not done the button will blink orange 2 x and the machine cannot be started. As you see on the picture you need to move the handle passed the lock icon to secure this.

  

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• What is the difference between an Original Lungo and a Vertuo Mug (230ml)?

  Both Original and Vertuo provide a high quality coffee that is larger than an Espresso (40ml). H

  owever, thanks to the Centrifusion technology and the new range of Vertuo capsules, we can offer three coffees that are bigger than an Original Lungo: Gran Lungo, Mug and Alto. This is alongside a cup size that is unique to Vertuo – the Double Espresso (80ml).

   

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Why are some Vertuo capsules priced higher than Original capsules?

  The price of Nespresso Vertuo capsules reflects the innovative technology and the versatility that the machine offers in brewing multiple coffee preparations and varieties with the same, high quality in cup result. The sophisticated Vertuo capsules incorporate new technology, including a bar code on each capsule, which facilitates a product intelligent extraction system, allowing the machine to recognize each expertly developed coffee.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• How much caffeine do the Vertuo capsules contain?

  The amount of caffeine is different for each coffee and depends on two factors: the proportion of Robusta in the blend (Robusta contains twice as much caffeine as Arabica), and the quantity of ground coffee used to prepare the cup.

  For Vertuo, caffeine per cup ranges from 70 to 150 mg for Espresso and Gran Lungo sizes, and from 170 to 200 mg per cup for Mug and Alto coffee sizes.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Why does Vertuo have a different range of coffee blends to the Original system?

  When it comes to crafting our blends, the process is unique. This includes a rigorous bean selection, expert blending, roasting and grinding for an optimal interaction with the specific brewing parameters of the Vertuo machine.

  With 26 blends and 5 extraction sizes available, we are confident you will be able to find a Vertuo coffee to suit your perfect coffee moment.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Will there be Limited Edition Coffees and Espresso for the Vertuo?

  Currently, we do not have Vertuo Limited Editions available in Australia.

  While we cannot speculate on any future developments, we continuously innovate across our coffee and machine ranges and always look to offer Club Members new experiences.

  We do have three permanent flavoured Variations available to satisfy your sweet tooth; Hazelino, Caramelizio, Vanizio.

  To explore the current range, click here.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• What is the Reverso?

  Unique to Vertuo, Reverso is a new way of enjoying your coffee with milk.

  Pour some cold milk (80ml) into your coffee cup or mug, extract the coffee on top, then stir to ensure a smooth and luxurious coffee with crema. We recommend the Vertuo range of Gran Lungo, Mug and Alto capsules for this recipe.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Can I use Vertuo capsules in my Original machine?

  No. The Nespresso Original and Vertuo use different capsules, which interact with the systems in different ways.

  Find out more about the new Vertuo system.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Can I make a cappuccino or latte with Vertuo coffees?

  Yes, simply pair your Vertuo machine with an Aeroccino milk frother and you can create a range of hot and cold frothed milk recipes, including a macchiato, cappuccino or latte. We recommend the Vertuo range of Espresso and Double Espresso capsules for these recipes.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• How many capsules come in each package?

  Each sleeve contains 10 capsules. The side panels on the sleeves show the coffee name, the cup size and the intensity. The coffee description as well as the aromatic profile with milk are on the bottom of the package.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Where can I get help for my Vertuo machine?

  Our friendly Coffee Specialists will be able to assist through a number of channels.

  We're always there for you, online and over the telephone. Register your machine and receive personalised advice and technical support for your Nespresso machine via any of these means.

  Toll Free Phone Number

  Available 24 hours a day, 7 days a week, via our toll free phone number 1800 623 033.

  Website

  The Nespresso website provides a world of information on our coffees, machines and available services.

  You may also contact our Coffee Specialists via email or Live Chat on the Contact page.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• What do the bar codes on the Vertuo capsules do?

  The Vertuo machine uses bar codes on the capsules to identify which coffee is being prepared. The machine reads the code to recognise the capsule and then adjusts the amount of water, speed of extraction and other parameters to prepare each blend and cup size in an optimal way.

  Discover more, including a video introducing you to the innovative Vertuo system. 

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Do you plan to introduce more coffee blends into the Vertuo range?

  The Vertuo range currently offers 28 different coffees. Nespresso is known for continuous innovation and new product development, continuously seeking to offer Club Members new experiences.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

Order & Delivery

• What is the minimum coffee order quantity for online and phone orders?

  Nespresso coffees are packaged in sleeves, each containing 10 capsules.

  To ensure the safe transport of capsules to you, capsule orders placed over the phone, online, or through the app should consist of a minimum 50 capsules.

  The minimum order to receive free Standard delivery is 100 capsules.

  Place your coffee order now.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• What delivery options does Nespresso offer?

  Your Nespresso order can be delivered to your preferred address within Australia using one of a variety of delivery options including:

  • Standard Delivery with Australia Post
  • Express Delivery with Toll
  • Twilight Delivery with StarTack Courier
  • Standard Courier Delivery (for machine orders) with Toll
  • 3 Hour Delivery with Zoom2u
  • Boutique Pick-up

  Please note the delivery methods available are dependent on where you are located. For more detailed information about these services please click here.

   

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Do I need to sign for my order?

  Getting your favourite coffee should be as quick and simple as possible.

  That is why you have the option to grant authority to leave your parcel in a safe place without requiring a signature.

  On the Delivery page in the Checkout, tick “Leave in a safe place”. Then, click on “Add Delivery Instructions” to leave detailed instructions for the courier.

  Please note authority to leave in a safe place is up to the courier’s discretion and is not available on orders containing machines.

  If the courier deems it is unsafe to leave the parcel, it will be taken to the nearest collection point and a card informing you of this will be left at your address.

  If authority to leave in a safe place is granted, Nespresso is not liable for any loss or damage to the parcel. 

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• My delivery is damaged, what do I do?

  If the package or capsules are damaged, please contact Nespresso within 7 days of your order being delivered.

  Save the damaged capsules / goods and all original packaging until we have responded to your contact. 

  To make it as easy and fast as possible for you, include the following information when contacting us:

  1. Take photos of the damage, so we easily can see what has happened, attach them via Live Chat to us.

  2. If the content is damaged, we need to know how much and what products are affected.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• How can I track my order?

  Once you receive your shipping confirmation email you can track the progress of your parcel at any time through our portal. You will need to click on the embedded link ‘Track my order’ and have a copy of your order number.

  If it doesn’t look like your order is on its way to you, or you would like additional help, we’re available 24/7 to assist you on 1800 623 033 or via Live Chat. 

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• How can I cancel or amend my order?

  To meet our delivery deadlines, online orders are processed automatically by our system and immediately transferred to our Logistics Centre. If you wish to cancel or modify your order, we kindly invite you to contact Nespresso Club as soon as possible by phone on 1800 623 033. However, as soon as your order is confirmed, Nespresso cannot guarantee any changes or cancellations required.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Does Nespresso offer international delivery?

  Nespresso Australia is only able to offer delivery to an address within Australia.

  If you wish to order Nespresso products for delivery in any other country, you will need to contact Nespresso in that country directly.

  Further information and contact details can be found on this website, simply select the appropriate country in the bottom right-hand corner of any page.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• How can I return/exchange my coffee or accessories order?

  You will need to contact us to let us know why you are returning your order, within 7 days of receiving it. This is especially important if there is an issue with the quality of the item you’ve received.

  Please note the policies relevant to Returns, available on our Legal page.

  To return your items, you will be required to post them back to Nespresso at a Reply Paid address. Once we have received the goods, your return will be processed and refunded within 30 business days of receipt of the goods.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• How can I return my machine order?

  You will need to contact us by phone to organise for the return/refund of a recently purchased machine.

  Please note the policies relevant to Returns, available on our Legal page. 

  We are available 24/7 on 1800 623 033 to help you.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• How can I set up EasyOrder for my Nespresso capsule orders?

  Easy Order is a great way to ensure a recurring coffee delivery on your terms. You will also benefit from free standard delivery with the purchase of 50 capsules or more.

  Follow these 3 steps to set up your EasyOrder:

  1) Log in to your membership online or via the mobile app.

  2) Access the Easy Order page by choosing My Account and then My EasyOrders.

  3) Select your products, define your order frequency, delivery address and payment method.

  You will then receive your order according to the details you've entered.

  Please note that although a delivery fee may be displayed during checkout, no delivery charges will be applied to your order.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• I have placed an order, but it is not visible on my account yet. Has the order been registered correctly?

  Sometimes the registration of your order on your account may take a little extra time. That means your order is not immediately visible on your account. We advise you to wait a few hours before checking again. Should your order not be visible when you check again, please contact us via Live Chat or on 1800 623 033. We're available 24/7.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• I have found coffee capsules dented. What should I do?

  Capsules themselves may sometimes be dented even though the package, which contains the capsules, has no damages. Those dents are caused by impact shock during shipping.
  The dents may be produced when the capsules are pushed with fingers to open the package. If the side of capsules are slightly dented there is no problem to use them.

  If your capsules are severely dented please refrain from using them as they may not fit or could potentially cause damage to your Nespresso coffee machine. In this case, please contact us via Live Chat available 24 hours a day) or by calling 1800 623 033 for next steps. 

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

Invoicing & Payment

• What payment options does Nespresso offer?

  You have a number of options when it comes to paying for your coffee, accessory or machine order online or over the phone. Please note orders in Boutique can only be paid for in Cash or on a Credit/Debit card.

  Credit/Debit Card

  You can choose to pay for your order with either VISA, MasterCard or American Express.

  Please note that your account will only be debited once the order has been dispatched, however a pre-authorisation will be taken when you confirm your order online.

   

  Paypal

  Paypal is accepted online for all orders.

   

  EFT and Cheque/Money Order

  If you’d like to pay with these options, please contact us directly on 1800 623 033 (24/7). You will need to place your order over the phone, and the Coffee Specialist will guide you in relation to how you can complete the payment.

  If you are a Nespresso Professional customer, please contact us here for advice on payment options.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• How do I receive a copy of an invoice?

  While it is currently not possible to print one directly from our website, rest assured that we will be happy to send you one to the email address on your member account. To proceed, please contact us via Live Chat indicating the order number and order date along with your membership details.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• I don’t want to receive paper invoices with my order. How can I arrange this?

  Unfortunately, this option is not available at this time. However, you are able to recycle the invoices with the rest of the packaging from your order by placing them in your kerbside recycling bin.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• What are the banking details of Nespresso Australia?

  ANZ
  BSB: 012 003
  Account number: 8363 32945

   

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Have I been charged GST?

  GST is charged on all accessory and machine orders. The total price on an invoice is inclusive of GST. Please note that coffee is GST exempt and therefore any invoice that only includes coffee will have no GST included. The delivery charge, where applicable, will have GST included.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

Subscription

• Machine Subscription - What is it?

  It is a new way of on boarding and welcoming you to the world of Nespresso, with an offer for a machine of your choice at a very low price. This offer comes with a 12-months contract: each month you will pay a fee. Your monthly fee becomes credit of the same amount that you can use to buy whatever Nespresso product you want and build your own coffee experience. You can use them to buy Nespresso coffee and accessories.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Machine Subscription - Will I own the machine after signing the contract/subscription?

  Yes, you will own the machine from day 1 of the start of your subscription and delivery of the machine to you.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Machine Subscription - Does the machine have the same warranty as a purchased machine?

  Yes, the warranty is exactly the same whether you buy your machine on subscription or not. 

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Machine Subscription - How soon is the credit applied after the monthly payment has been taken?

  Nespresso Credit (paid from the linked Debit/Credit Card) will be added to your Nespresso account that is linked to your Membership each month within 5 business days of receipt of the Monthly Fee in cleared funds.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Machine Subscription - How is the credit applied?

  When you agree to the terms and conditions of your subscription plan, you also become member of the Nespresso Club. This generates a NespressoClub Member number. The Credit is applied, every month, upon the payment of the monthly fee, directly and automatically on your Nespressoaccount (you have nothing to do and you can check your Club Credits online on your profile at Nespresso.com, by calling Nespresso, or visiting a Boutique).

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Machine Subscription - If I change my mind, can I cancel with no fees?

  If you have a change of mind on the offer, there will be a cancellation fee. Please refer to Terms and Conditions for cancellation fees. 

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Machine Subscription - What happens if I wish to cancel half way through my contract agreement?

  Cancellation fees apply depending on the Subscription offer chosen. Please refer to Terms and Conditions for cancellation fees. 

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Machine Subscription - How long will I benefit from free delivery?

  You will benefit from free standard deliveries (on 50 capsules or more) for the duration of your contract (12 months). Please, note that there will still be a minimal order quantity of 50 capsules, as this is the minimum size of the packages that we use for shipping (to guarantee that the items arrive to you in good conditions). Once your contract ends (or in case of early cancellation on your part) you will need to order at least 100 capsules to benefit from free standard delivery.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Machine Subscription – How do I cancel once my contract is up?

  To cancel your Machine Subscription once your contract period is up, Simply login to your online account and click your name at the top right hand corner. Once the drop down menu appears, select ‘Subscription’ and then ‘Cancel’.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Coffee Subscription - What is it?

  Nespresso Coffee Subscription offers you a monthly plan in which you can order your favourite Nespresso blends and products. The amount of your monthly subscription will vary depending on the plan you select. And if you decide it’s not for you then you can end your subscription at any time, with no questions and no cancellation fee.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Coffee Subscription - Is it just for new Members?

  No, whether you’re new to Nespresso or an established coffee lover looking to explore further, you can enjoy all the benefits of Coffee Subscription by Nespresso.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Coffee Subscription - How does it work?

  Each month you’ll receive a fixed amount of Nespresso credit that you can use to purchase coffee or accessories via Nespresso.com, by phone, or in our Nespresso Boutiques. The amount of Nespresso Credit you receive is equal to your monthly payment, plus an additional 10% credit as a thank you for being a subscriber.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Coffee Subscription - What is Nespresso credit?

  Nespresso credit is added directly to your account for you to use whenever you want. So whether you want to treat yourself straightaway or save up for a bigger item in the future, the choice is yours.

   Boutique.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Coffee Subscription - When do I pay for my plan?

  The first monthly amount is due at the time you sign up to your Coffee Subscription plan. Subsequent payments will be due every month on the same date of the month as your subscription began.

  If you need to amend your payment date, or any other details you can contact us on 1800 623 033.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Coffee Subscription - How is the extra credit applied?

  Nespresso, you will receive 10% extra credit per month directly to your account, which can be used at any time. So if your monthly amount is $50 and the extra credit is 10%, you will receive a total of $55.00 credit in your account each month, as long as you pay your monthly fee.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Coffee Subscription - Can I cancel my subscription?

  Yes, your plan lasts as long as you continue to make your monthly payments. If you decide Coffee Subscription by Nespresso is not for you then you can terminate it at any time without penalty. Simply login to your online account and click your name at the top right hand corner. Once the drop down menu appears, select ‘Subscription’ and then ‘Cancel’.

  Please note, you will not be entitled to a refund for any monthly fees already paid at the date of termination.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Can the credit be accumulated on my Nespresso account? E.g. if not used for 4 months will the amount of credit be carried to the next month's plan.

  Yes. Club Credits can be accumulated for 12 months to buy whenever you want. You do not have to use up your credit every month. In addition, you can also use your credit only partially, it will still carry over. Club Credits will even be valid for up to 12-month, after that we will convert any unused credit into capsules or accessories for you to use.

   

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• What do I do if my Subscription payment failed?

  If you fail to pay the monthly fee, Nespresso’s automated system will reattempt again until successful for three consecutive days. Any outstanding balance will be carried forward so the next payment due will be for the previous month and the current month.

  If your payment has failed, and has not been reattempted, please contact us on 1800 623 033 or contact us via Live Chat. 

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

Machine Support

• Why does my Aeroccino have burn marks and how can I remove them?

  The marks you are experiencing are the result of a build-up of milk proteins over the heating element. To ensure your Aeroccino works optimally, we suggest removing it.

  We recommend the following steps:

  • Use cool water and a Teflon-approved (or non-stick) scourer on the inside surface of your Aeroccino to remove the patches of milk residue
  • Clean the inside of your Aeroccino, as above, after every use to ensure it remains free from permanent marks and scratches

  You can find instructions and video guidance on the Machine Assistance page. 

  If you have any further questions about your Aeroccino, you can contact Nespresso directly via our toll free number 1800 623 033 (toll-free, 24/7).

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Why is my Aeroccino button flashing red?

  If the red light on your Aeroccino is flashing continually and the heating cycle stops prematurely, it means that your Aeroccino has detected that it is heating up too quickly.

  This may be due to a number of factors; you can find some of these below with recommended steps.

  Using the Aeroccino again immediately after first use: The Aeroccino has a safety thermostat that stops the spinning and heating of milk if the temperature is too high. This is to prevent it from burning out. It must be rinsed with cold water, cleaned and allowed to cool before using again.

  Traces of milk left in the Aeroccino: The Aeroccino must be thoroughly cleaned after each use. If traces of milk are left inside the Aeroccino, it will cause it to heat up faster than intended and stop heating and spinning earlier. This will result in the button flashing red. . We recommend cleaning your Aeroccino thoroughly with cool water and a Teflon-approved or non-stick scourer after every use. It is advised to also rinse the whisk used, to remove any milk residue.

  You can find instructions and video guidance on the Machine Assistance page.

  If you have any further questions about your Aeroccino, you can contact Nespresso directly via our toll free number 1800 623 033 (toll-free, 24/7).

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Why is my Aeroccino overflowing?

  You can follow the tips below to prevent your Aeroccino from overflowing: Remember there are two maximum fill lines. Fill the milk no higher than the bottom maximum fill line when you use the frothing whisk (the whisk with the coil). Fill the milk no higher than the top maximum fill line when you use the hot milk whisk (the whisk without the coil). Experiment with different brands and types of milk. While any type of milk in Nespresso may be used in your Aeroccino, the froth results will depend on the protein content of the milk used and are not always guaranteed for milk alternatives. For best results, ensure that you are using refrigerated milk, and that the frother has been thoroughly cleaned out and cooled down between uses.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Why isn't my Aeroccino frothing milk as well as it used to?

  The amount of froth produced is dependent on the amount of protein present in your milk of choice. The protein content can vary between batches of milk, meaning that one bottle of milk may produce a different level of froth to another. This can also vary seasonally - most notably during the warmer months.

  There are a couple of things we recommend trying if you are having inconsistent froth levels.

  • Ensure your Aeroccino is functioning correctly - whisks spin, milk heats and red light does not flash. If your Aeroccino is still spinning and heating, then it is unlikely that there are any problems with the mechanics of your Aeroccino. If the whisks do not spin, or come loose, please contact Nespresso directly for advice.
  • Trial with UHT or ‘long-life’ cow (dairy) milk. This type of milk has stable protein levels, and will provide an indication of whether it is an issue with the milk or the Aeroccino.
  • Where possible, use cold and fresh dairy milk from 4-6°C.

  You can find instructions and video guidance on the Machine Assistance page.

  If you have any further questions about your Aeroccino, you can contact Nespresso directly via our toll free number 1800 623 033 (toll-free, 24/7).

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Why aren't the whisks in my Aeroccino spinning?

  There are a number of reasons why the whisks may not be spinning. This can be evident by no movement of the milk in your Aeroccino, or a whisk that comes loose from the inside of the unit.

  To ensure your Aeroccino whisks are working sufficiently, please conduct this test:

  1. Place the cappuccino (or frothing) whisk into your Aeroccino.
  2. Fill with cold water until the water covers the whisk.
  3. Press the button to start the Aeroccino and ensure the light shines red.
  4. Check to see whether the water is spinning in a whirlpool formation and is heating.

  If you have any further questions about your Aeroccino, you can contact Nespresso directly via our toll free number 1800 623 033 (toll-free, 24/7).

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• My Nespresso machine isn't pouring the right amount of coffee. What can I do?

  All Original Nespresso machines have an Espresso (small) and Lungo (large) cup button. They should pour your coffee to 40ml and 110ml, respectively. If the pour volumes on your machine are different to this, the cup size settings may have been changed or the machine may need to be descaled.

  Your step-by-step Machine Assistance Service video guides for resetting and descaling machines are available here.

  If you need any further assistance, please contact Nespresso directly via our toll free number 1800 623 033 (toll-free, 24/7) or Live Chat. We’ll be happy to assist you.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• My integrated milk frother does not give a good milk froth anymore, why?

  To always be sure to get a nice and full-bodied milk foam from your integrated milk frother, there are some things to think about; the milk foam is affected by the milk frother itself. Always make sure that it is well cleaned and works as it should. The quality of the milk foam also depends on the milk you use, always make sure to use fresh and cold milk in your milk frother.

  Most of the information and help with troubleshooting your machine can be found in machine assistance on our website.

  Below we describe how you can ensure that your milk frother works as it should, before contacting us for further support.

  If you have a Nespresso machine with integrated milk frother (Lattissima, Maestria or Creatista), keep in mind that lime scale may affect the function. How long has it been since you descaled your coffee machine?

  Lattissima
  To make sure your Lattissima milk frother works as it should, we recommend that you check the following:

  1. Make sure the machine is descaled. This is to ensure that the water pressure is correct.
  2. Use the "clean" button on your milk frother after each program. Sometimes milk residue can get stuck and clog up the steam pipe. The clean program cleans the system with water steam and make sure that the milk can pass.
  3. On regular occasions, disassemble all parts of the milk frother and put in a bath of warm water with some washing liquid. This will solve any milk residues that might clog the system. Rinse thoroughly and then assemble your milk frother again.
  If you have a Lattissima Touch, and the descaling button lights up orange even though you have just finished a descaling program, we recommend you to re-program the water hardness setting on the machine. If the machine is incorrectly adjusted to the water hardness, the milk frother will not work optimally.
  
  Creatista and Maestria
  Prevent the milk frother from clogging up by cleaning the steam pipe regularly. Here you will find instructions on how to do this for your particular machine. We recommend that you do this at least once a week or as soon as the message about cleaning steam pipe comes up in the display (Creatista).
  
  If you have a Creatista coffee machine, you will find the cleaning pin under the water tank. If you cannot find it, you are welcome to contact us for further assistance. Here you will find a clear instructional video on how to best clean the steam wand. Descale the machine regularly. 

  Always dry the steam wand after each time you have skimmed milk and before releasing the wand for automatic cleaning.

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• Can I use my Nespresso machine in another country?

  Nespresso does not produce varying voltage machines. All machines manufactured and sold through Nespresso Australia operate at 220 - 240V and 50-60Hz and cannot be adjusted.

  If you would like to use your machine in another country, you will need to ensure you use an appropriate adaptor and potentially a transformer. We cannot guarantee your machine will function as intended if the country you are in does not satisfy the voltage and hertz conditions.

  For best results, we strongly recommend purchasing your Nespresso machine in the country in which it will be used.

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• My coffee does not get hot enough?

  Nespresso coffee is meant to be enjoyed immediately after brewing, which is why it keeps a lower temperature than for example, filter coffee.

  If you find the coffee not hot enough, there are a few things to think about:

  • Preheat the cup with hot water. A cold coffee cup cools the coffee quickly.
  • Do you use milk in the coffee? Keep in mind that cold milk cools the coffee as well, please warm the milk before - if you have an Aeroccino or milk foam function on your Nespresso machine - both heat and foam the milk with a simple push of a button.
  • Using spoon in your coffee can also help to cool down quickly.

  If you haven't descaled your machine recently, this could also affect the brewing temperature. Descaling kits can be purchased online here and you will find instructions for descaling here.

  Sometimes the pressure in the machine decreases after a time of use, and this may an effect on the temperature. By brewing approx. 5 Lungo cups with only water (no capsule) will help the machine to build the pressure again.

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• Where can I find out more information about my machine warranty and consumer guarantees?

  To find out more information about your consumer rights and the Nespresso warranty please click here.

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• How can I best maintain my machine?

  You can access a range of Machine Assistance videos on our website. These are guided tutorials for the use and care of your Nespresso machine.

  Click here to view the collection.

  Generally, we recommend that you:

  • Eject the capsule after each use
  • Run water through the machine before and after each use
  • Rinse the water tank once a day and do not place the water tank in the dishwasher
  • Regularly empty and rinse the capsule container
  • Regularly empty and rinse the drip tray

  
  We also recommend you descale your machine on a regular basis by following the descaling frequency in your user manual. Over time, water used during brewing may cause internal mineral build up, which can affect the flow, temperature and overall performance of your machine.

  For further assistance on models that are not available on the Machine Assistance page, please refer to your user manual or contact Nespresso directly via our toll free number 1800 623 033 (24/7) or email us. We’ll be happy to assist you.

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• How do I order a descaling kit?

  You can purchase it here, at any of our boutiques or by calling our toll-free number 1800 623 033. Nespresso recommend you to descale your machine on a regular basis by following the descaling frequency in your user manual. Over time, water used during brewing may cause internal mineral build up, which can affect the flow, temperature and overall performance of your machine.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Where can I find the user manual for my machine?

  You can find the user manuals for most Nespresso machines by clicking here.

  If your machine isn’t shown there, or you need further support with your machine, we’re available 24/7 on 1800 623 033 to help (toll-free).

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• I am having technical issues with my machine. What steps are available to resolve this?

  As a first step to resolve any technical issues, please check our Machine Assistance page and select your machine type.

  If the issue persists, please contact us for further troubleshooting by either using our Live Chat function or you may also call us on our 24 hour toll free number: 1800 623 033. All our machines come with a two year repair warranty.

  Please note, technical assistance is not offered at our Boutiques.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• How do I order spare parts for my machine?

  You can order Spare Parts either online or by calling us.

  Over the phone, we can help with additional part purchases, as well as troubleshooting your machine if you are experiencing technical issues. You can reach us 24 hours a day, 7 days a week on 1800 623 033 (toll-free).

  You can also find a limited selection of Spare Parts online here. It is best to read the full description of the part to ensure you are purchasing the correct part for your machine model. If you cannot find the part you need, give us a call on the abovementioned number and we can help.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Nespresso Club Assistance Service Videos

  Nespresso Club Assistance Service videos provide tutorials for the use and care of your Nespresso machine. 

  Click here to view the collection.

  This collection includes the care and cleaning of your Aeroccino, directions for use, cup size programming, descaling and activating the pump system. 
  Machines ranges included are: Inissia, Pixie Clips, U, Citiz, Prodigio, Lattissima+, Lattissima Touch, Lattissima Pro, Gran Maestria and KitchenAid.

  For further assistance on other models, please refer to your user manual or contact the Nespresso Club directly via our toll free number 1800 623 033 or email from our website. A trained Coffee Specialist will be happy to assist you.

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Brand & Promotions

• Does Nespresso offer promotions?

  We have a variety of special offers throughout the year.

  To make sure you don’t miss out, check that you have accepted emailing on your Nespresso membership. You can do this by logging into your account, clicking “Welcome” at the top of the page, and selecting “Contact Preferences” from the drop-down menu.

  You may also like to follow Nespresso on Facebook for exciting news, recipes, and offers.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• I want to opt in/opt out

  If you’d like to hear from us, including personalised member offers by email, online targeted ads and post you can opt in to receive communication from us.

  Simply login to your online account and click your name at the top right hand corner. Once the drop down menu appears, select ‘My contact preferences’ and you can select your communication preferences. If you no longer want to hear from us and would like to unsubscribe you just need to untick the box and click ‘save’.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• I would like to make a donation/sponsorship request for a charity. What should I do?

  If you would like Nespresso to make a donation or sponsor a charity, please contact us via Live Chat with the following information:

  • The date and duration of the event
  • The type of request or event: is it a sponsorship or participation as a partner?
  • Your contact information: your name, email address and phone number
  • A summary of the event: the expected number of visitors, the location, etc.

  Please note it can take up to 4 weeks for the request to be reviewed.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Does Nespresso offer Gift Cards?

  The Nespresso Gift Cards are now available to purchase exclusively at our boutiques. The value threshold is from $20 to $500 and the expiry is dated 3 years from the initial purchase date. Once a Gift Card is purchased this can be used at Nespresso boutiques in Australia, online or by calling 1800 623 033. For more information please click here.

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Data Security & Privacy

• What is your Privacy Policy and where can I get a copy?

  Our Privacy Policy is available on the Legal page.

  To contact a Nestle Privacy Officer, contact us online or on 1800 623 033 for support.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.

• Nespresso Privacy Policy - Contact a Nestlé Privacy Officer

  To change your personal information and preferences, or if you are concerned about a possible interference with your privacy or misuse of your personal information by Nespresso or Nestlé, please contact the Nestlé Privacy Officer.

   It is our policy to handle complaints in a timely, effective, fair and consistent manner. 

   A condensed and full version of this policy is available on our Legal page for your convenience.

  Did this answer your question? If not, ask us your question, we will be pleased to help you.