Frequently asked questions

If you have purchased a Nespresso machine from a participating retailer between the purchase period of 30/10/2019 – 02/02/2020, you can submit your claim online by visiting https://www.nespressopromotion.co.nz/YEP2019/promotion/main
Claims close on 02/03/2020.
Terms and conditions apply and can be viewed here: https://www.nespressopromotion.co.nz/YEP2019/promotion/terms

Once your claim has been approved and validated, it will take 15 business days for the Coffee Credit to be processed onto your membership.

Once your claim has been approved, it will take 15 business days for the Coffee Credit to be processed onto your membership.
You will then be able to use this towards your next coffee order where you spend a minimum of $50 in one transaction.
To place your order, you can do this online, at your nearest Boutique or by calling us on our toll-free number 0800 234 579. Your Coffee Credit will expire on 02/04/2020. 

There are a number of ways for you to locate your existing Nespresso Club membership number. These include:

1. If you have an online account with us, please sign into your account and go to ‘My Personal Information’. You will then be able to see your membership number shown on the top left hand side of your screen.
2. Call Nespresso on our toll-free number 0800 234 579. We’re available 24/7.
3. Visit your nearest Nespresso Boutique where one of our Coffee Specialists will be able to assist you.

To make sure your claim is submitted successfully, we recommend following these tips:

• Please try another internet browser and go to www.nespressopromotion.com.au to try to resubmit your claim.
• If your address is not showing after typing it in, please click on the text ‘I can’t find my address’. This will bring up a blank form for you to re-type in your address. You will then be able to continue to submit your claim.
• If you are unable to find your serial number, this can be located on the bottom of your machine and is 19 alphanumeric characters.

Otherwise, if after trying these above tips you find you are still not able to submit your form online, please call our toll-free number 0800 234 579 (24/7).

So we can best assist you over the phone, please be near your computer before calling. This way one of our Coffee Specialists can take you step by step through the online form and make sure it is submitted successfully.

Your claim is usually approved within 5 working days, provided that you have satisfied all the submission requirements.  Processing time may take a little longer in cases where we receive a large number of claims.

Nespresso uses aluminium for its capsules as we have found that it is the best material available to protect the freshness, taste and quality of Nespresso coffees against factors such as oxygen, light and humidity.

Using aluminium also means we can keep packaging minimal, as we do not need to use overwrapping pouches to protect freshness and aromas.

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.

There are currently four ways of recycling your used Nespresso 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 NZ Post satchel

You can explore which recycling option suits you best here. 

No. Unfortunately, there are some products that New Zealand'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 New Zealand.

Find the most convenient recycling option for you here. 

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.

If you would like Nespresso to make a donation or sponsor a charity, please contact us via email 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.

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.

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.

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

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 0800 234 579 (toll-free), and on our Android and iOS apps (available on Google Play and App store).

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

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

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 Robusta origins contain an average of 2.4% caffeine, whereas the Arabica origins contain an average of 1.2%. Decaffeinated blends contain less than 0.1% of caffeine.

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. 

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

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

No. Nespresso coffee blends, including Variations 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.

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.

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.

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.

Yes. All Nespresso coffees 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.

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.

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) 0800 234 579. 

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.

Yes, you can definitely create cold and iced coffee recipes with 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 the Nespresso Recipes site.

Our aim at Nespresso is to offer a range of high quality coffees to suit every taste preference and part of this includes reviewing and revitalising our existing range.

As a result of this in-depth review, we made the decision to discontinue Indriya from India, Rosabaya de Colombia, Dulsao do Brasil and Bukeela ka Ethiopia.

Before taking the decision to change the Pure Origins range, we undertook a detailed consumer study and internal analysis. We found that there was an opportunity to provide coffees that go beyond the origin and are a result of special harvesting and processing methods that enhance the coffee’s innate flavours to give a unique flavour profile. The result is our new Master Origin range, which we’re confident you will love.

We invite you to explore our Master Origin range.

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.

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, our coffee capsules have the recommended extraction size shown on the coffee sleeve.

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.

Nespresso New Zealand is only able to offer delivery to an address within New Zealand.

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 left-hand corner of any page.

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, click on “Add Delivery Instructions” to leave instructions or an Authority to Leave comment.

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. 

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. 

Your Nespresso order can be delivered to your preferred address within New Zealand using one of a variety of delivery options.

These are dependent on where you are located.

You can view all of the options available to you and their conditions on the Delivery Services page.

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.

To deliver your product within advised timeframes, your order is packed and shipped as quickly as possible.

If you would like to amend your order, please call us on 0800 234 579 (toll-free). We’re available 24/7.

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 0800 234 579 to help you.

If you haven’t received your parcel within the estimated time frame for the delivery method you selected, there are a few things you can check.

You can track the order by logging into your Nespresso account, and proceeding to My Account > My Orders. Select the order you’re waiting on and click the link at the bottom of the order to track your parcel with the relevant carrier.

At times, delays outside the control of Nespresso can occur but you will be able to see the status of your order with the carrier here.

Check for a ‘Sorry we missed you’ card left by the courier after attempted delivery. This will also advise if your order has been taken to a collection point.

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 0800 234 579.

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 here.

If you have any further questions about your Aeroccino, you can contact Nespresso directly via our toll free number 0800 234 579 (toll-free, 24/7).

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 0800 234 579 (toll-free, 24/7).

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 here.

If you have any further questions about your Aeroccino, you can contact Nespresso directly via our toll free number 0800 234 579 (toll-free, 24/7).

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 0800 234 579 (toll-free, 24/7).

All automatic 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.

For further assistance on models that aren’t available on the Machine Assistance page, please refer to your user manual or contact Nespresso directly via our toll free number 0800 234 579 (toll-free, 24/7) or email us from our website.

We’ll be happy to assist you.

Nespresso does not produce varying voltage machines. All machines manufactured and sold through Nespresso New Zealand 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.

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

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 0800 234 579 (24/7) or email us from our website. We’ll be happy to assist you.

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 0800 234 579 to help (toll-free).

If you are experiencing any technical issues with your machine, we encourage you to attempt any available troubleshooting on the Machine Assistance page.

If troubleshooting does not resolve the issue and you believe your machine needs to be repaired, please call us on 0800 234 579 (toll-free) so that our trained team can support you. They are available 24/7 and will be happy to help.

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

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 0800 234 579 (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.

To request an invoice, simply contact us with your membership details, which order you would like an invoice for and the email address you would like the invoice sent to.

You can contact us on 0800 234 579 (toll-free) anytime, 24/7. You can also contact us via email, or Live Chat here during opening hours.

Please note that it can take up to 1-2 business days for your invoice to be sent to you via email.

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 0800 234 579 (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 on 0800 466 060 for advice on payment options.

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.

Our Privacy Policy is available on the Legal page.

To contact a Nestle Privacy Officer, contact us online or on 0800 234 579 for support.

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 here.

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.