Frequently asked questions

Please find below an overview of the most frequently asked questions to Nespresso's Customer Relationship Centers. We hope that we can assist you with an answer to your query directly.

Top 5 FAQ

  • I am having technical issues with my machine. What steps are available to resolve this?
  • What's the contact number for Nespresso Australia?
  • Why is my Vertuo Next machine blinking / flashing orange or red?
  • Why is my order taking longer than usual to arrive?
  • How can I return/exchange my coffee or accessories order?

 

Machine Plus from 10JUL2023

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  • How does Machine Plus subscription plans work?
  • Why changing to Machine Plus?
  • How is credit applied to my account?
  • How do I cancel once my contract is up?
  • How long will I benefit from free delivery?
  • What do I do if my Subscription payment failed?
  • Will I own the machine after signing the contract/subscription?
  • Does the machine have the same warranty as a purchased machine?
  • How soon is the credit applied after the monthly payment has been taken?
  • What happens if I wish to cancel halfway through my contract agreement?
  • Can I have more than one active Machine Plus subscription plan under my club membership?

Machine Subscription - signed up before 9JUL23

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  • What is a machine subscription?
  • How is credit applied to my account?
  • How do I cancel once my contract is up?
  • How long will I benefit from free delivery?
  • What do I do if my Subscription payment failed?
  • Will I own the machine after signing the contract/subscription?
  • Does the machine have the same warranty as a purchased machine?
  • How soon is the credit applied after the monthly payment has been taken?
  • What happens if I wish to cancel half way through my contract agreement?
  • Can the credit be accumulated on my Nespresso account? E.g. if not used for 4 months will the amount of credit be carried to the next month's plan.
  • Can a current machine subscriber move from their current 24-month plan to a new 12-month machine plus plan?

Online Support

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  • My email and password are not being recognised to log in. What do I do?
  • How do I update my membership details, contact preferences or register my machine information?
  • How do I log into my Nespresso account?
  • How do I get the Nespresso App on my Mobile?
  • How do I change the country of the Nespresso App?
  • Where can I find my membership number?
  • I cannot order through the App, what is wrong?
  • I am a member of the Nespresso Club in another country. How do I transfer membership to Australia?

Order & Delivery

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  • How can I track my order?
  • Do I need to sign for my order?
  • How can I cancel or amend my order?
  • My delivery is damaged, what should I do?
  • What are your current delivery timeframes?
  • Does Nespresso offer international delivery?
  • Why is my order taking longer than usual to arrive?
  • How can I return/exchange my coffee or accessories order?
  • I have placed an order, but it is not visible on my account yet. Has the order been registered correctly?

Customer Support

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  • What's the contact number for Nespresso Australia?
  • I’m a Nespresso member but don’t have online login details. How can I place an order?

Data Security & Privacy

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  • I've received what looks like a scam reward program or competition, how do I tell if it's genuine?
  • What is your Privacy Policy and where can I get a copy?
  • Nespresso Privacy Policy - Contact a Nestlé Privacy Officer

Ratings & Reviews

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  • Why am I getting emails from Nespresso to rate and review their products?
  • I have received an email from Nespresso to review a recent purchase of mine, is this a legitimate email?

Machine Support

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  • Why is my Aeroccino overflowing?
  • Why isn't the whisk in my Aeroccino spinning?
  • Why isn't my Aeroccino frothing as well as it used to?
  • Why is my Aeroccino button flashing red?
  • Why does my Aeroccino have burn marks and how can I remove them?
  • Where do I find the serial number?
  • My coffee does not get hot enough
  • How can I best maintain my machine?
  • Can I order spare parts for my machine?
  • Can I use my Nespresso machine in another country?
  • My Nespresso machine isn't pouring the right amount of coffee. What can I do?
  • I am having technical issues with my machine. What steps are available to resolve this?
  • Where can I find out more information about my machine warranty and consumer guarantees?
  • Why is my Vertuo Next machine blinking / flashing white?
  • My Vertuo Next / Vertuo Pop is not pairing with the Bluetooth on my phone correctly. What should I do?
  • Why is my Vertuo Next machine blinking / flashing orange or red?
  • The coffee button on my Vertuo Next blinks orange and goes back to a white light,. What should I do?
  • I tried to pair my Vertuo Next machine and I received the message “Machine unavailable. Detected machine was unable to pair." Is my machine used? What should I do?

Sustainability & Recycling

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  • What is Bulk Recycling?
  • Is Nespresso coffee Fairtrade?
  • Are Nespresso capsules recyclable?
  • What happens to the capsules I recycle?
  • How can I recycle my Nespresso capsules?
  • Is the Australia Post Recycling Satchel recyclable?
  • Can I return my Nespresso machine for recycling?
  • Why are Nespresso capsules made from aluminium?
  • Where can I buy a Nespresso recycling bag or postage satchel?
  • Can I recycle my Nespresso capsules with my kerbside recycling?
  • Can I recycle non-Nespresso capsules through the Nespresso recycling program?

Product Information

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  • Does Nespresso price match?
  • What is over extraction?
  • Does Nespresso offer organic coffee?
  • What differentiates Nespresso coffee?
  • Are Nespresso capsules Kosher or Halal?
  • How are Nespresso coffees decaffeinated?
  • Are Nespresso machines and capsules BPA-free?
  • What is the Welcome Gift, and how do I order this?
  • How much caffeine is there in Nespresso coffee capsules?
  • Can I use non-Nespresso capsules in my Nespresso machine?
  • Are there any allergens or preservatives in Nespresso coffee?
  • Are Nespresso coffees suitable for a vegetarian or vegan diet?
  • Can you make cold or iced coffee recipes with Nespresso coffee?
  • Will Nespresso have a hot chocolate, tea or chai capsule in future?
  • Why are some Nespresso machines branded as Breville and DeLonghi?
  • What does intensity mean? Does it affect the caffeine content in the blend?
  • My coffee capsules are outside the Best Before date. Is it still safe to use them?
  • Do you intend to sell Nespresso capsules in supermarkets? Why don't you sell in grocery stores?
  • What is the difference between the different Nespresso coffee sizes, such as an 'Espresso' and a 'Lungo' blend?

Vertuo

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  • What is Vertuo?
  • What is Carafe Pour-Over Style?
  • Why is the Vertuo crema so dense/thick?
  • Where can I get help for my Vertuo machine?
  • What do the bar codes on the Vertuo capsules do?
  • Can I use Vertuo capsules in my Original machine?
  • How much caffeine do the Vertuo capsules contain?
  • Can I make a cappuccino or latte with Vertuo coffees?
  • Why is the ring light on my machine half red and half yellow?
  • Will there be Limited Edition Coffees and Espresso for the Vertuo?
  • Do you plan to introduce more coffee blends into the Vertuo range?
  • Why does Vertuo have a different range of coffee blends to the Original system?
  • Can the Carafe Pour-Over Style capsules be used in all Nespresso Vertuo coffee machines?

Invoicing & Payment

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  • Have I been charged GST?
  • Can I use Afterpay on my order?
  • How do I receive a copy of an invoice?
  • What payment options does Nespresso offer?
  • What are the banking details of Nespresso Australia?
  • How do I use Afterpay?
  • What if I can’t pay an instalment?

Coffee Plus

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  • What is a Coffee Plus Plan?
  • Are there any fees for a Coffee Plus Plan?
  • How will I know when my order will ship?
  • How do I modify or cancel my Coffee Plus Order?
  • Is delivery really free with my Coffee Plus Plan?
  • Can I order Limited Edition coffees in my Coffee Plus Order?
  • What happens if an item in my Coffee Plus Order is out of stock?
  • Do I still benefit from promotional offers with Coffee Plus Plan?
  • Can a Machine Plus subscriber also sign up to Coffee Plus?
  • Is there a minimum capsule requirement for a Coffee Plus Plan?
  • What if I don't want my order but it has already shipped? Can I cancel it?
  • Why have you updated 'Recurring Coffee Plan' to 'Coffee Plus'?
  • What happens to Recurring Coffee Plan members with a recurring order value over $75?
  • What happens to Active Recurring Coffee Plan members with a recurring order value under $75?
  • What happens to On Hold Recurring Coffee Plan members?

Brand & Promotions

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  • Does Nespresso offer Gift Cards?
  • I want to opt in/opt out of notifications
  • Does Nespresso offer promotions?
  • I would like to make a donation/sponsorship request for a charity. What should I do?

Guest checkout

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  • How can I track my order?
  • Can I sign up to subscription as a guest customer?
  • I’m trying to redeem a promotion but it isn’t working when I checkout as a guest
  • Can I use my email address in the guest checkout if I’m already registered?
  • Am I entitled to the same benefits as a Nespresso Club Member if I checkout as a guest?