Frequently asked questions

Regularly scam reward programs are being spread that are NOT from Nespresso.

These scam reward programs are spread through social media, email, SMS or WhatsApp and Nespresso’s name and logo is used in the communication. In these offers, participants are often persuaded to enter a contest or a game to win a machine or voucher, or give incorrect information about a reward program.  

In reality, Nespresso’s name is misused to collect personal information or to pay for a game or service.

You can recognise these competitions by:

• The senders e-mail address does not end with …@nespresso.com
• Competitions from Nespresso New Zealand on Facebook or Instagram are always linked directly to our Facebook or Instagram page  (https://www.facebook.com/nespresso.NZ/ or https://www.instagram.com/nespresso.NZ/) or link through to our website www.nespresso.com/nz 

If you have any doubts about whether a message came from us? Please let us know.

If you receive a spam competition by e-mail, we advise you to mark the email as spam in your mailbox and then delete the e-mail immediately.

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.

As a Nespresso customer, 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:

• 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

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

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

If you are having difficulty logging into your online account, please try the following:

1. Check you are on the correct website by confirming the flag displayed in the bottom corner of the screen. If you are a Nespresso Professional customer, please visit our Professional site.

2. You will need to use the same email address as registered on your Nespresso account - double check the spelling. If you are unsure what email address is currently registered, please contact Nespresso.

3. If your account is not yet setup for online ordering, please activate your online login. If you already have a Nespresso customer number, please enter this when activating.

4. If your password is incorrect, please use the 'forgotten your password' function. This will send you an email to reset the password for your account. Please allow 30 minutes for it to arrive and check any junk and spam folders as this email can sometimes be diverted there. The link will remain valid for 3 days.

5. If you recently changed your password, your browser may have an old password saved. Try clearing any saved passwords and re-entering your new one.

Your customer number is generated a few hours after registering for online ordering. Once you are registered, your customer 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 customer number can be found on the top right of your invoices. I

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 on 0800 234 579  or via Live Chat and we will help you!

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

Regularly scam reward programs are being spread that are NOT from Nespresso. These scam reward programs are spread through social media, email, SMS or WhatsApp and Nespresso’s name and logo is used in the communication. In these offers, participants are

often persuaded to enter a contest or a game to win a machine or voucher, or give incorrect information about a reward program.  In reality, Nespresso’s name is misused to collect personal information or to pay for a game or service.

You can recognise these competitions by:

• The senders e-mail address does not end with …@nespresso.com
• Competitions from Nespresso New Zealand on Facebook or Instagram are always linked directly to our Facebook or Instagram page  (https://www.facebook.com/nespresso.NZ/ or https://www.instagram.com/nespresso.NZ/) or link through to our website www.nespresso.com/nz 

If you have any doubts about whether a message came from us? Please let us know.

If you receive a spam competition by e-mail, we advise you to mark the email as spam in your mailbox and then delete the e-mail immediately.

Each country has separate Nespresso accounts, and accounts cannot be transferred. Additionally, email addresses cannot be shared between accounts. If you would like to place an order online for delivery in New Zealand, 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 New Zealand using that email address.

The Nespresso New Zealand contact number is: 0800 234 579. 

Before contacting us, we suggest first checking the FAQs on this page, tracking your order online or reviewing our updated delivery timeframes.

To track your order, log to your online account, select the order you wish to track and click on Track My Order.

Alternately, you will 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 you placed your order using Guest Checkout, you will receive a confirmation email with a tracking link once your order ships.

If it doesn’t look like your order is on its way to you, or you would like additional help, we’re available to assist you on 0800 234 579 or send us a message through live chat on our website. 

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. 

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 0800 234 579.

However, as soon as your order is confirmed, Nespresso cannot guarantee any changes or cancellations required.

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.

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 right-hand corner of any page.

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.

However, in the case where capsules are badly dented, please refrain from using them. They may not fit in a coffee machine or they could damage the coffee machine. You can contact us via Live Chat or on 0800 234 579 for the next steps. 

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 to assist you on 0800 234 579.

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. 

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 our toll free number 0800 234 579 . 

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 ice-cold milk, and that the frother has been thoroughly cleaned out and cooled down between uses.

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. 

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. 

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

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. 

Nespresso Machine 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, directions for use, cup size programming, descaling and troubleshooting.

For further assistance on other models, please refer to your user manual or contact Nespresso directly via our toll free number 0800 234 579 or via the live chat on our website. A trained Nespresso Team Member will be happy to assist you.

The serial number has 19 digits and starts with 17..., 18..., 19..., 20... or 21... depending on the year of production. You will find the serial number (according to the machine model) on the drip tray, underneath the machine beneath the barcode and/or on the machine's reverse side on a silver sticker. Mostly there is an additional sticker on the packaging.

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 or send us a message through the live chat. We’ll be happy to assist you.

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 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.

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 from 7:00am to 12:00am NZST, 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.

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.

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 or send us a message through the live chat. 

We’ll be happy to assist you.

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 toll free number: 0800 234 579. All our machines come with a two year repair warranty.

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

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

Firmware update: If you recently connected your machine to the Nespresso App, it might be going through a firmware update. Restart the machine by disconnecting the power cord from the outlet. After 10 seconds, plug the machine back and wait 3 minutes until the light becomes steady.

If problem persists, please contact our toll-free number 0800 234 579, so we can better assist.

1. Login to your Nespresso account, then click here and delete the Vertuo Next from your registered machines.
2. Factory reset the machine (refer to the machine assistance page for instructions).
3. Make sure the machine is plugged in and turned on. The machine will power off after 2 minutes of inactivity so make sure the machine stays on.
4. Go to your phone Bluetooth settings and unpair the machine if present. (Click here for iOS instructions or here for Android instructions.)
5. Make sure your phone software is up-to-date and your Nespresso App is the most recent version.
6. Make sure Wi-Fi, Bluetooth, and Location Services are all turned on.
7. Place your smart device directly on top of the machine with no obstructions.
8. Launch the Nespresso App, and attempt pairing again.
9. Remember that the machine needs to be on throughout the pairing process and connecting to Wi-Fi. If it powers off, turn it back on.

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 the 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 0800 234 579, 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.

The message you received is due to quality checks during manufacturing. We assure you that your machine is brand new and was not used before you. We ask you to perform a factory reset by following these steps:

1. Open and close machine head.
2. Leave the lever in the unlocked position.
3. Press and release the button to turn the machine ON, and wait for a steady white light.
4. Quickly press the button 5 times in 3 seconds. The button will blink 5 times orange and then will change to steady white.
5. Now you can pair the machine again.

Please refer to our complete machine use and troubleshooting information here , or give us a call via our toll free number 0800 234 579 or send us a message through the live chat on the website.
 

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 Customer 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 Customers can call 0800 234 579 or send us a message through the live chat on the website.

Nespresso Professional Customers can conact us here.

This recycling program is only suitable for Nespresso aluminium capsules.

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.

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.

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 listed 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. 

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

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.

Nepresso Recycling Bags and New Zealand Post Recycling Satchels can be purchased on our website here, in all Boutiques and via the Nespresso Club by calling 0800 234 579.

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. 

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 NZ Post recycling satchel and hand back your capsules either to a boutique or any PostShop nationwide. 

• 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.

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. 

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

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's company policy is that we do not price match other retail outlets. 

All Nespresso machines have a 2 year factory warranty regardless of the store of purchase. Ensure your machine is registered on your Nespresso account for warranty purposes. 

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.

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.

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.

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. 

During the year, Nespresso offers a number of limited edition coffee blends, to surprise our customers and allow you to discover new and interesting origins and profiles.

Since the limited editions often consist of very limited crops of coffee, they can only be sold for a short period, and we can not recreate the same blend again. 

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) 0800 234 579. 

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 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.

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. 

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.

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.

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.

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 Customers’ tastes and aesthetic preferences.

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

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.

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.

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.

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 Customers as well as a holistic approach to sustainable development from cherry to cup.

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.

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 Carefe Pour-Over (535 ml).

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 and Carefe Pour-Over. 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.

Yes, all the components are dishwasher safe.

When washing in a dishwasher, do not stack the carafe on top of other items or place it too close to other items. Additionally, when cleaning, we recommend you remove the strap for convenience.

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.

Our Nespresso Team Members will be able to assist you through a number of channels.

We're here for you 7 days a week - 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 7 days a week via our toll free phone number, 0800 234 579.

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

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.

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.

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 sizes.

Yes, simply pair your Vertuo machine with an Aeroccino or Barista 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.

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.

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.

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

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 22 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 Carafe Pour-Over Style capsule is only suitable for use in a Vertuo NEXT coffee machine and cannot be used in other Vertuo models.

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. 

Online purchases must be linked to a Nespresso customer number and cannot be used on guest checkout.

You can find an invoice under the 'My Orders' tab once you have logged into your Nespresso account. Listed next to each order will be a PDF invoice link for you to download a copy of your invoice.

If this says 'Invoice not available' please contact us on 0800 234 579 or send us a message through live chat on our website so we can turn on E-Invoicing for all future orders. 

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.

ANZ
BSB: 01 1839
ACC: 0285958-01

When you agree to the terms and conditions of your subscription plan, you also become a Nespresso customer. This generates a Nespresso customer number. The credit is automatically applied to your Nespresso account every month upon payment of the monthly fee.

Machine Plus is our Machine subscription offering where customers can buy a machine at a discounted upfront price and pay a monthly fee which converts into coffee credit.

This was known as Machine Subscription but is now called Machine Plus.

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’.

You will benefit from free standard deliveries (on 50 capsules or more) for the duration of your contract (24 months). 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.

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.

Nespresso will freeze access to your Nespresso account after two failed monthly payments until such payment is made. 

If your payment has failed, and has not been reattempted, please contact us on 0800 234 579 or contact us via Live Chat. 

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

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

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

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

If you cancel before you have paid all 24 Monthly Fees, you will be required to pay a termination fee. Please note, Nespresso credit cannot be used to pay a termination fee.

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.

Yes. Club Credits can be accumulated for 24 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 your subscription ends, after that we will convert any unused credit into capsules or accessories for you to use.

Set up your order and coffee plus plan in just a few minutes. Receive your order automatically on a schedule and delivered straight to your door.

Receive 10% off and free standard delivery on your coffee plus order when you spend $75 or more on standard capsules and select accessories. Modify or cancel online anytime with no hidden fees.

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. 

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. 

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. 

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. 

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. 

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 account. 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.

If you would like Nespresso to make a donation or sponsor a charity, please contact us via Live Chat or on 0800 234 579 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.

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 New Zealand, online or by calling 0800 234 579. For more information please click here.

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

• Exclusiveoffers 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

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

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, please give us a call on our toll free number 0800 234 579 or send us a message through the live chat on the website.

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

Not all promotions are available to customers who checkout as a guest. To enjoy personalised offers, please register as Nespresso customer.