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• How does Machine Plus subscription plans work?
  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 

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• Why changing to Machine Plus?

  At Nespresso we are constantly working towards improving our products and services to provide the best experience to coffee lovers. The new Machine Plus subscription plans will provide you with: 

  • Even more value from our machine subscription program 
  • More flexibility with new 12-month plans replacing most of the old 24-month plans
  • The best customer experience with a simple and flexible program. 

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• How is credit applied to my account?

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

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• How do I cancel once my contract is up?

  To cancel your Machine Plus 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’. 

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• How long will I benefit from free delivery?

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

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• What do I do if my Subscription payment failed?

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

  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 1800 623 033 or contact us via Live Chat. 

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

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

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• Does the machine have the same warranty as a purchased machine?

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

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

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

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• What happens if I wish to cancel halfway through my contract agreement?

  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 Monthly Fees, you will be required to pay a termination fee.

  Please note, Nespresso credit cannot be used to pay a termination fee. 

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• Can I have more than one active Machine Plus subscription plan under my club membership?

  Only one active Machine Plus subscription plan is allowed per active club membership. If you wish to change your current plan to a new one, you must first go through the normal process of cancelling their current plan or paying the termination fee, before signing-up to a new plan. 

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• What is a machine subscription?

  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.

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• How is credit applied to my account?

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

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• How do I cancel once my contract is up?

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

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• How long will I benefit from free delivery?

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

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• What do I do if my Subscription payment failed?

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

  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 1800 623 033 or via Live Chat. 

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

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

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• Does the machine have the same warranty as a purchased machine?

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

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

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

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

  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.

   

   

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

  Yes. Club Credits can be accumulated over 24 months to use whenever you want. You do not have to use up your credit every month. In addition, if the credit is only partially used, the remaining will carry over. Club Credits will even be valid for up to 12-months after your subscription ends. After that we will convert any unused credit into capsules or accessories for you to use.

   

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• Can a current machine subscriber move from their current 24-month plan to a new 12-month machine plus plan?

  The mechanics of the program is not changing. An active machine subscriber must first go through the normal process of cancelling their current plan or paying the termination fee, before signing-up to a new plan. 

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

  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 Membership 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.
  
  

  If you require any further assistance, please contact one of our Coffee Specialists on 1800 623 033 or send us a message through the live chat on the website.

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• How do I update my membership details, contact preferences or register my machine information?

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

  • 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

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• How do I log into my Nespresso account?

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

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

   

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• How do I get the Nespresso App on my Mobile?

  To log into your Nespresso membership account, 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.
  • A 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.

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• How do I change the country of the Nespresso App?

  Depending on what country your Apple App Store or Google Play Store is set to, you may find that when downloading the App for the first time that you see a different country's Nespresso App. 

   

  You can easily switch to Australia by following these simple steps:
  Go to Account > Country & Language > Other Locations > Australia > English.

   

  The App will reload, and you will now be able to view and place an order in Australia. 

   

  You can find more information about the Nespresso App here. 

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• Where can I find my membership number?

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

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

  Have you downloaded the app by following this link HERE https://www.nespresso.com/au/en/nespresso-mobile-app

   

  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 you are still having troubles please contact us on 1800 623 033.

  Please take a screenshot of the error message. 

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

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

   

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• How can I track my order?
  To track your order, log to your online account, select the order you wish to track and click on Track My Order. https://www.nespresso.com/au/en/track-your-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.

   

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

   

  For Zoom2U orders, the courier will provide you an email and SMS with live tracking and courier contact information. Alternatively you can contact Zoom2u directly on 1300 562 921 to track or organise a redelivery.

   

  For other orders, if it doesn’t look like your order is on its way to you or you would like additional help, we can assist you on 1800 623 033 or send us a message through the live chat. 

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• Do I need to sign for my order?

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

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

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

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

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

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

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• How can I cancel or amend my order?

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

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• My delivery is damaged, what should I do?

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

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

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

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

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

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• What are your current delivery timeframes?

  Our delivery timeframes are regularly updated on our Delivery and Shipping Page or on step 2 of the check out.

  If you've already placed an order, you can track it by clicking here, log in to your online account, select the order you wish to track and click on Track My Order.

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

  Alternatively, you can track your order using your order ID here.

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• Does Nespresso offer international delivery?

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

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

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

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• Why is my order taking longer than usual to arrive?

  We're sorry your recent order is taking longer than usual to arrive. At Nespresso we pride ourselves on exceptional delivery and service and as you will be aware there are service delays across the board which we just can’t avoid. This is due to more people buying online, labour shortages and transportation strikes, all contributing to an immense pressure on national and local delivery services. This essentially means less people to deliver more orders across the country.

  Please be assured the Nespresso teams are rallying to get your order to you as quickly as possible. And because innovation is in our DNA, we have implemented new delivery services for our customers. Check out the 'Delivery Services' page to see what delivery options are available for your address. 
  
  Once you receive your shipping confirmation email you can track the progress of your parcel at any time through our portal. You will need to click on the embedded link ‘Track my order’ and have a copy of your order number.

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

  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. 

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

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

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• What's the contact number for Nespresso Australia?

  The Nespresso Australia contact number is: 1800 623 033. 

  Before contacting us, we suggest first checking the FAQs on this page, tracking your order online or reviewing our updated delivery timeframes. 
  
  If you can't find the answer you're looking for, speak to one of our Coffee Specialists on 1800 623 033 or send us a message through live chat on our website. 

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

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

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

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• I've received what looks like a scam reward program or competition, how do I tell if it's genuine?

  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 Australia on Facebook or Instagram are always linked directly to our Facebook or Instagram page  (https://www.facebook.com/nespresso.AU/ or https://www.instagram.com/nespresso.au/) or link through to our website www.nespresso.com/au 

  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.

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

  Our Privacy Policy is available on the Legal page.

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

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• Nespresso Privacy Policy - Contact a Nestlé Privacy Officer

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

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

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

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• Why am I getting emails from Nespresso to rate and review their products?

  At Nespresso, we strive to create an exceptional coffee experience for our valued members, 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.  

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• I have received an email from Nespresso to review a recent purchase of mine, is this a legitimate email?

  Yes, this is a legitimate email from Nespresso. We have sent you an email to review one of 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.  

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• Why is my Aeroccino overflowing?

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

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• Why isn't the whisk in my Aeroccino spinning?

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

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

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

  If you have any further questions about your Aeroccino, you can contact Nespresso directly via our toll free number 1800 623 033 or send us a message through the live chat on the website.

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

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

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

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

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

  If you have any further questions about your Aeroccino, you can contact Nespresso directly via our toll free number 1800 623 033 or send us a message through the live chat on the website.

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• Why is my Aeroccino button flashing red?

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

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

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

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

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

  If you have any further questions about your Aeroccino, you can contact Nespresso directly via our toll free number 1800 623 033 or send us a message through the live chat on the website.
  .

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

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

  We recommend the following steps:

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

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

  If you have any further questions about your Aeroccino, you can contact Nespresso directly via our toll free number 1800 623 033 or send us a message on our live chat. 

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• Where do I find the serial number?

  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.

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• My coffee does not get hot enough

  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.

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• How can I best maintain my machine?

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

  Click here to view all machine assistance.

  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
  • Descale your machine as required

  For further assistance on models that are not available on the Machine Assistance page, please refer to your user manual or contact Nespresso directly via our toll free number 1800 623 033 or send us a message through the live chat on the website.

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• Can I order spare parts for my machine?

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

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

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

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• Can I use my Nespresso machine in another country?

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

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

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

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

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

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

  If you need any further assistance, please contact Nespresso directly via our toll free number 1800 623 033 or send us a message through the live chat on the website.

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

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

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

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

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

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

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• Why is my Vertuo Next machine blinking / flashing white?

  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 1800 623 033, so we can better assist.

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• My Vertuo Next / Vertuo Pop is not pairing with the Bluetooth on my phone correctly. What should I do?
  • Download the Nespresso App and ensure the machine is plugged in and turned on
  • Place your mobile device on top of the machine. Make sure Wi-Fi and Bluetooth are all turned on.
  • Launch the Nespresso App.
  • From the App homepage, click on the Machine icon in the top right corner, and follow the steps on the screen.
  • When connecting to Wi-Fi, make sure the signal is strong. The Nespresso App will search for Wi-Fi networks. If none are detected, select “Refresh” at the bottom of the screen. Once your Wi-Fi network is located, select it and enter your password and tap connect. If no Wi-Fi networks are located, close the Nespresso App and repeat from step 3 above. Once the connection is successful, select OK. Under Connectivity the machine should say “Connected.”
  • Tip: The machine automatically powers off after 2 minutes of inactivity. Make sure the machine stays on throughout the pairing process.

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• Why is my Vertuo Next machine blinking / flashing orange or red?

  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.

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• The coffee button on my Vertuo Next blinks orange and goes back to a white light,. What should I do?

  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.

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• 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?

  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.

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• What is Bulk Recycling?

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

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

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

  To take part in this initiative Nespresso Club Members can call 1800 623 033 or send us a message through the live chat on the website.

  Nespresso Professional Customers can conact us here.

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• Is Nespresso coffee Fairtrade?

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

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

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• Are Nespresso capsules recyclable?

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

  You can explore which recycling option suits you best here.

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• What happens to the capsules I recycle?
  After the coffee capsules are picked up from the recycling points, they are sent to a Remondis Australia recycling plant in Tomago, NSW.

   

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

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• How can I recycle my Nespresso capsules?

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

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

   

  You can explore which recycling option suits you best here.

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• Is the Australia Post Recycling Satchel recyclable?

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

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• Can I return my Nespresso machine for recycling?

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

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• Why are Nespresso capsules made from aluminium?

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

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

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

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

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

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

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

  Find the most convenient recycling option for you here.

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

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

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• Does Nespresso price match?

  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. 

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• What is over extraction?

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

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

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

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

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

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

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• Does Nespresso offer organic coffee?

  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.

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• What differentiates Nespresso coffee?

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

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• Are Nespresso capsules Kosher or Halal?

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

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

   

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• How are Nespresso coffees decaffeinated?

  Nespresso coffee is decaffeinated using two different processes.

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

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

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

  You can discover our decaffeinated coffee blends here.

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• Are Nespresso machines and capsules BPA-free?

  Nespresso machines are certified as having no BPA.

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

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

  If you are a new Nespresso Member, you can benefit from a Welcome Gift on either your first, second or third capsule order. The Welcome Gift has been created to introduce you to the world of Nespresso coffee blends and allows you to choose an assortment of 100 capsules with a complimentary gift.

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

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• How much caffeine is there in Nespresso coffee capsules?

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

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

   

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

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

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

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• Are there any allergens or preservatives in Nespresso coffee?

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

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

  The aromatic substances do not contain any food allergens.

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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• What is Vertuo?

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

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

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• What is Carafe Pour-Over Style?
  Nespresso has long been known for its single-serve coffee machines that produce exceptional coffee at the touch of a button. With Carafe Pour-Over Style, you can brew an entire -535ml pot of high-quality coffee with just one capsule.

   

  The wholesome roast blend of Peruvian and Colombian Arabicas was inspired by the hand filter method and convinces with a new and unique taste profile.

  The Carafe Pour-Over Style is not just a coffee, it is a new Nespresso coffee ritual. Combined with the VERTUO Carafe Accessory Set, you'll experience smoky roasted notes hidden beneath the subtle crown of this coffee's crema.

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• Why is the Vertuo crema so dense/thick?

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

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

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

  Discover more about Centrifusion.

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• Where can I get help for my Vertuo machine?

  Have a look below through the FAQs on Vertuo Next machines. 

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

  If the issue persists, please contact us for further troubleshooting by either using our Live Chat function or you may also call us on our 24 hour toll free number: 1800 623 033. 

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

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

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

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• Can I use Vertuo capsules in my Original machine?

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

  Find out more about the new Vertuo system.

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• How much caffeine do the Vertuo capsules contain?

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

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

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

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

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

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

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

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

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

  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.

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

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

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

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

  With 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.

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• Can the Carafe Pour-Over Style capsules be used in all Nespresso Vertuo coffee machines?

  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.

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• Have I been charged GST?

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

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• Can I use Afterpay on my order?

  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. 

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• How do I receive a copy of an invoice?

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

  If this says 'Invoice not available' please contact us on 1800 623 033 so we can turn on E-Invoicing for all future orders.

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• What payment options does Nespresso offer?

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

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

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

  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 membership (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 the Coffee Specialist will guide you in relation to how you can complete the payment.

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

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• What are the banking details of Nespresso Australia?

  ANZ
  BSB: 012 003
  Account number: 8363 32945

   

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• How do I use Afterpay?

  * Shop online or in-store as normal on the Nespresso website. At checkout, choose Afterpay as your payment method.

  *You’ll be directed to the Afterpay website. Don’t worry, you won’t lose the items in your bag. You will confirm instalment agreement and be re-directed nack to the Nespresso site.

  * If it’s your first time using Afterpay, you’ll need to register. Then you’ll complete your purchase and receive a confirmation email from both Nespresso and Afterpay.

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• What if I can’t pay an instalment?

  If you cannot make a scheduled payment, you’ll be charged a $10 late payment fee by Afterpay. A further $7 late payment fee will be added seven days later if it’s still unpaid.

  You can read the Afterpay terms and conditions for more details on their website. 

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• What is a Coffee Plus Plan?

  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.

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• Are there any fees for a Coffee Plus Plan?

  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. 

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• How will I know when my order will ship?

  You will be notified three days prior to the shipment of your order via email. 

  If you wish to modify the contents of your order, or delivery and payment information after receiving this email, you can do so until midnight the day before your order is shipped (eg: 11:59PM on January 3 for an order shipping on January 4). 

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• How do I modify or cancel my Coffee Plus Order?

  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. 

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• Is delivery really free with my Coffee Plus Plan?

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

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• Can I order Limited Edition coffees in my Coffee Plus Order?

  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. 

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• What happens if an item in my Coffee Plus Order is out of stock?

  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. 

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• Do I still benefit from promotional offers with Coffee Plus Plan?

  Yes, as a Coffee Plus Plan member, 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

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• Can a Machine Plus subscriber also sign up to Coffee Plus?

  Machine Plus subscribers will not be able to sign up to Coffee Plus. However, the credit from their monthly plan still lets them order any coffee and accessories from the Nespresso range, and they can still benefit from Nespresso promotions.

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• Is there a minimum capsule requirement for a Coffee Plus Plan?

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

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• What if I don't want my order but it has already shipped? Can I cancel it?

  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. 

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• Why have you updated 'Recurring Coffee Plan' to 'Coffee Plus'?

  At Nespresso, innovation is at the heart of what we do. Coffee Plus is based on consumer feedback and a continued focus to give our loyal customers a reward for being valued members with Nespresso.

  Our revised program offers a 10% saving off every recurring order of $75 or more for standard capsules and select accessories. This benefit will replace the free sleeve with every cumulative 100 capsules purchased that was being offered with Recurring Coffee Plan. You will also be eligible for free standard delivery which is available to all Nespresso customers spending $75 or more. This benefit will replace the free standard delivery on orders of 50 or more coffee capsules.

   

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• What happens to Recurring Coffee Plan members with a recurring order value over $75?

  There is no action that these members need to take. On 24^th October 2023, their account will be automatically transition to the revised program so they can enjoy the benefits.

  If they do not wish to continue with the revised Coffee Plus Plan, they can cancel their Recurring Coffee Plan by logging into their online Nespresso account, cancelling at a Nespresso boutique, or contacting Nespresso on 1800 623 033.

  There are no termination fees or hidden fees.

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• What happens to Active Recurring Coffee Plan members with a recurring order value under $75?

  If these members wish to benefit from the revised Coffee Plus program, they need to increase their recurring order value to at least $75 before 24^th October 2023. On this date, if the recurring order meets the $75 threshold, they will automatically start receiving the benefits of the revised plan. 

  For these members, if their first Coffee Plus order is set for between 26^th October 2023 and 10th December 2023, they will also receive a “Coffee Plus Welcome Gift Pack”. This offer is to encourage members to update their order details and is only eligible for existing Recurring Coffee Plan members under the $75 threshold.  

  If these members take no action and on 24^th October 2023 their recurring order is below the $75 threshold, no further orders will be processed, and they will not be able to avail of the revised Coffee Plus program benefits. Members may still update their order to $75 or more after 24 October 2023, however, they will not receive any recurring order and avail of the new benefits unless they meet the $75 threshold. 

  To update or manage their subscription preferences, they can log into their Nespresso account online, or contact Nespresso on 1800 623 033. If members do not wish to be transferred to Coffee Plus and wish to cancel their Recurring Coffee Plan, they can also do so by logging into their online Nespresso account, cancelling at a Nespresso boutique, or contacting Nespresso on 1800 623 033.

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• What happens to On Hold Recurring Coffee Plan members?

  If these members wish to benefit from the revised Coffee Plus program, they need to take their recurring order off hold and increase their recurring order value to at least $75 before 24^th October 2023.

  On this date, if the recurring order meets the $75 threshold, they will automatically start receiving the benefits of the revised program. 

  If these members take no action and the recurring order remains on hold, the Recurring Coffee Plan won’t automatically update to Coffee Plus and the program benefits, and the order will be cancelled.

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• Does Nespresso offer Gift Cards?

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

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• I want to opt in/opt out of notifications

  Follow these three steps on IOS or Android to opt-in to receive notifications and never miss new product launches from Nespresso.

  1. Under Settings > Notifications
  2. Search for Nespresso
  3. Toggle on for 'Allow Notifications'

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• Does Nespresso offer promotions?

  We have a variety of special offers throughout the year.

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

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

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

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

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

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

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• How can I track my order?

  Once you receive your shipping confirmation email we’ll send a subsequent tracking email so you can track your order. If it doesn’t look like your order is on its way to you, or you would like additional help, we’re available to assist you by calling us on 1800 623 033 or send us a message through the live chat on the website. 

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

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

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

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

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

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

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

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

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

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Still need help? Our Chatbot is available 24/7, or one of our Nespresso Team Members can assist you via Livechat 5 a.m. to 10 p.m. AEST