Frequently asked questions

Machine Plus customers already on a Machine Plus subscription plan will not be able to sign-up to Coffee Plus unless they terminate their Machine Plus subscription plan first. Prior to any termination of a Machine Plus Subscription plan, you should check to see if an early termination fee may apply.

Machine Plus credit will remain on your account for 12 months after termination and you may continue to use their credit to order any coffee and accessories from the range until expiry.

1. You choose a plan and sign-up. Pay an entry fee and the first monthly fee 
2. Your monthly fees turn into credit on customers’ account that they can spend towards purchasing any Nespresso product across all channels 
3. Free standard delivery applies to every coffee order of a minimum of 50 capsules 
4. Once the contract expires, you can choose to remain on the plan on a roll-over basis or simly cancel your plan with no termination fee 

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 lower price. This offer comes with a 24 month 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 it to buy Nespresso coffee and accessories.

To download the Nespresso app, please follow these steps:

1. Discover more about the Nespresso Mobile App here HERE https://www.nespresso.com/au/en/nespresso-mobile-app
2. Enter your registered email and password to log in.

Why should I download the Nespresso App?

• The Nespresso App allows you immediate access via the touch of a button to the world of Nespresso, including ordering and reordering coffee capsules, buying a new coffee machine or buying accessories. The App also allows you to manage account preferences quickly and easily.

As Nespresso customer, you can manage the information registered on our system by logging in, and using the “My Account” section, which is located on the top right corner of the site. You will be able to modify or create the following information:

• Register or update your machine information
• Checkout preferences, including activating express checkout
• Contact preferences including PDF invoices
• Create and manage recurring coffee orders or machine subscription
• Descaling and reorder alerts
• Delivery addresses
• Billing addresses
• Payment methods

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. 

You must notify Nespresso within a reasonable time of receipt of any incorrect order. If required by Nespresso, such Goods forming part of the incorrect order must be returned by you to Nespresso within a reasonable time. 

Where the incorrect order is the fault of Nespresso, the costs associated with return delivery will be covered by Nespresso. 

Please notify Nespresso promptly on becoming aware of any damaged or faulty Goods. Nespresso may decline any returns where a damage or fault is caused by your misuse or neglect. To assist Nespresso to assess a claim that the Goods are damaged or faulty, Nespresso may require you to return the Goods in accordance with its reasonable instructions.

When a refund or replacement is due to you, Nespresso will endeavour to provide a refund or replacement within 30 days of receipt of the returned Goods. 

At Nespresso, we strive to create an exceptional coffee experience for our valued customers, and are always looking for ways that we can improve our products and services. We have sent you an email to review one of our products that you’ve recently purchased so we can understand more around how you use our product and services, and also feature your rating and reviews on our website to help guide other customers on how to get the best results from this product.  

The brewing temperature inside a Nespresso machine is around 83-86°C for Original and 73-83°C for Vertuo.

This ensures optimal extraction of the coffee aromas without burning the coffee. It also makes sure that you are able to enjoy your coffee right away.

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 a 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 over time, and this may effect the temperature. By brewing approx. 5 Lungo cups with only water (no capsule) this will help the machine to build the pressure again.

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 or send us a message through the live chat on the website.

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 or send us a message through the live chat on the website.
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The best way to quickly troubleshoot your machine alerts is via the Nespresso App. See our Machine Assistance page for pairing assistance. Once your machine is connected to Wifi, your phone will automatically receive notifications about what to do when an issue occurs.

Here are the most common alerts:

• Unlocked machine: Your machine will not run if not properly closed. Make sure when locking it, to push the lever all the way to the left until it clicks.
• Empty water tank: Make sure the water tank has enough water before starting brewing.
• Eject previous capsule: For quality purposes, Vertuo Next will always require you to eject the previous capsule before brewing the next cup. If you simply wish to top up your coffee, you can do so by pushing the coffee button a second time within 30 seconds after brew.
• Blocked brew unit: The upper part of the brew unit that punctures the capsules may be blocked. Open the head of the machine and carefully try to spin the top round area to make sure it moves in both directions. Once moving, try brewing again.
• Capsule not recognized: Perform a cleaning procedure twice to ensure that there is no residue in the capsule recognition. See this video for cleaning instructions.
• Electronic error: Restart the machine by disconnecting the power cord from the outlet and plug back after 10 seconds. If problem persists, perform factory reset. See our this video for factory reset instructions.
• Descale needed: For optimal performance, your machine must be descaled every 3 months. See this video for descaling instructions.

If problem persists, please contact our toll-free number 1800 623 033, so we can better assist.

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.

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.

Yes, Nespresso capsules are recyclable through our dedicated recycling program. Apart from being the best material to keep our coffee fresh, aluminium as a material can be repeatedly recycled without losing its properties.

You can explore which recycling option suits you best here.

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.

To provide our customers 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.

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.

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.

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.

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.

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.

In 2020, we launched our first organic coffee, Peru Organic in the Vertuo Line, and we look forward to offering more organic options in the future.

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.

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.

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.

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.

If you are a new Nespresso customer, you can benefit from a Welcome Gift on your first order. The Welcome Gift has been created to introduce you to the world of Nespresso coffee, where you can select a free gift when you purchase at least $75 of coffee in a single transaction.

You can receive the Welcome Gift online when logged in with an eligible account. It is also available in our Boutiques or by contacting us on (toll-free) 1800 623 033. 

At Nespresso, we utilise two methods to decaffeinate our coffees: the Water Method and the CO2 Method. These methods rely on naturally occurring substances and do not involve potentially harmful chemicals. Both methods are highly effective in producing decaffeinated coffee while preserving as much of the original flavour as possible.

Water Method
In the Water Method, green coffee beans are soaked in hot water, which dissolves the caffeine along with other soluble compounds. By carefully controlling the pressure and temperature, we ensure that the caffeine is removed while minimizing any loss of desired flavour molecules. The water is then filtered to capture the caffeine, and the flavourful compounds are reintroduced to the beans to retain their taste.

CO2 Method
In the CO2 Method, coffee first goes through a steam treatment. Liquid carbon dioxide is then applied under high pressure to extract caffeine from the green beans. This process selectively targets caffeine while leaving most of the flavour compounds intact.

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.

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. 

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.

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

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 coffee sizes.

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 Caraffe (515ml).

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 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.

The Carafe Pour-Over Style capsule is only suitable for use in our Vertuo NEXT and Vertuo Lattissima coffee machines and cannot be used in other Vertuo models.

The Vertuo range currently offers 30 different coffees. Nespresso is known for continuous innovation and new product development, continuously seeking to offer customers new experiences.

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. 

Many Limited Edition Vertuo capsules are released throught the year, these are produced from high quality coffee beans. These are available for purchase in limited quantities for limited periods of time.

We do have three permanent flavoured Vertuo capsules available to satisfy your sweet tooth; Hazelino Muffin, Caramel Cookie, Vanilla Custard Pie.

To explore the current range, click here.

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.

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.

Afterpay is available to use on purchases online through our website or in any of our boutiques. You can find your closest boutique store here. 

You cannot use Afterpay for the below purchases:
* Guest Checkout
* Recurring Coffee Plan
* Machine Subscription/Machine Plus

Afterpay payments must not exceed $3,000. Please note that Nespresso sets its limits and terms of sale as a direct channel. 

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.

Nespresso Gift Cards
The Nespresso Gift Card can be used to pay for your orders online, in Nespresso Boutiques and when ordering over the phone. Learn more about our Gift Cards

Apple Pay
Apple Pay is available on the Nespresso iOS app. Apple Pay will also show on compatible Apple devices when using Safari.

Google Pay
Google Pay is accepted online for any browser and the Nespresso Android app.

Paypal
Paypal is accepted for all online orders.

AfterPay
AfterPay is available to use on online purchases with a Nespresso account (not available with guest checkout) or purchases at one of our Nespresso Boutiques. 

EFT and Cheque/Money Order
If you’d like to pay with these options, please contact us directly on 1800 623 033. You will need to place your order over the phone, and a Nespresso Team Member 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.

Yes, as a Coffee Plus Plan subscriber, you are still able to enjoy Nespresso promotions. Depending on the promotion, your coffee plus order may not be automatically eligible to receive the promotion. The best way to ensure you don't miss out is to opt-in for our email updates in My Account. You'll be notified when promotions you are eligible for are available. 

If your Coffee Plus Order is not scheduled to ship during the promotional period, or the contents do not meet the promotion requirements, we recommend you delay your Coffee Plus Order and place a unique order to redeem the offer. 

You can manage your Coffee Plus Order anytime in My account > My Recurring Orders

Coffee Plus members already on a Coffee Plus Subscription plan will not be able to sign up to Machine Plus unless they terminate their Coffee Plus Subscription plan first.

You can modify or cancel your Coffee Plus Order anytime on the Nespresso website or mobile app. 

Simply go to My Account, followed by My Recurring Orders to find your settings and options. 

You can modify the next scheduled date, delivery address and payment. You can also cancel your Coffee Plus Plan. 

If you have any issues, please contact us for assistance. 

Limited Edition coffees are not available on Coffee Plus Plan as stock is available in limited quantities. However, you can select ‘Discovery Coffee’, which is a mystery blend selected by Nespresso. This selection will be changed each month ranging from limited-edition, permanent blends to new blends and the sleeve will be automatically added to your order if you have selected ‘Discovery Coffee’. This is a great chance to be adventurous and try something new! 

If you wish to order any limited edition capsules this will need to be placed in a regular order either online or over the phone, or you can purchase in any of our boutiques. 

The remainder of your order will ship and you will only be charged for shipped items. You will be notified by email of products that could not be shipped. If you do receive this email, we recommend reviewing your Coffee Plus Order in case a product is permanently unavailable. 

If an out-of-stock item forces your order to below $75, you will be contacted by Nespresso to update the order contents, so it meets the free delivery threshold. If you notice you have not received your Coffee Plus Order shipment notification at the expected date, you're also able to log in and check your order or contact us, so we can assist. 

There is no cost associated with creating, modifying or cancelling your order. 

You may see a pending payment of $1 with your bank, when you create or modify your Coffee Plus Order. 

This is a verification check to store your payment card for recurring payments. The amount will not be charged, and will be released back to you within a few days. 

Yes! Every Coffee Plus Order over $75 receives free standard delivery.

There is no minimum capsule requirement to set up a Coffee Plus Order.

We would encourage you to keep your order, and consider delaying your next shipment date. As Nespresso capsules are hermetically sealed, the coffee can be stored and used at a later date. 

Please contact us for further assistance.