Question 1

Why have you updated ‘Recurring Coffee Plan’ to ‘Coffee Plus’?

Accepted Answer

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 is currently 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.

Question 2

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

Accepted Answer

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 24th 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 26th 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 24th 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.

Question 3

What happens to On Hold Recurring Coffee Plan members?

Accepted Answer

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 24th 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.

Question 4

What coffees are available on Coffee Plus?

Accepted Answer

Customers can choose from the entire permanent range of Nespresso coffees, both Original and Vertuo. Because of the seasonality of limited-edition coffees, these releases will be excluded from Coffee Plus.

Question 5

What is Discovery Coffee?

Accepted Answer

Discovery Coffee is the name for what was known as “Coffee of the Month” in the Coffee Plus program. Each month the Original and Vertuo “Discovery coffee” will change to a new mystery coffee that customers will only discover when their order arrives. It’s a great chance to be adventurous and try something new. Limited editions will be included in the Discovery Coffee selection on a regular basis (where stock quantities allow).

Question 6

What accessories are available on Coffee Plus?

Accepted Answer

Only select accessories are available on Coffee Plus. Currently, the recycling bag, postage recycling bag, descaling kit, brown sugar sticks, and white sugar sticks are available on Coffee Plus. These items are also eligible to count towards and receive the 10% Coffee Plus discount.

Question 7

Where can I sign up to Coffee Plus?

Accepted Answer

To sign up to Coffee Plus, customers will need a valid Nespresso account requiring personal details such as a password. Their recurring Coffee Plus order will be attached to their membership with Nespresso. To sign up, members can log in to their account and sign up online, visit any Nespresso boutique, or contact us on 1800 623 033.

Question 8

What is Nespresso Plus?

Accepted Answer

Nespresso Plus subscriptions offers coffee and machine solutions to suit customers’ specific needs: they can choose from Coffee Plus if they already own a machine, or Machine Plus if they do not own a machine. Each program has tailored benefits and terms.

Question 9

What is Machine Plus?

Accepted Answer

Machine Plus is our Machine subscription offering where customers can buy a machine at a discounted upfront price and pay a monthly fee which converts into coffee credit. This was known as Machine Subscription but is now called Machine Plus.

Question 10

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

Accepted Answer

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.

Question 11

Is there a minimum capsule requirement for a Coffee Plus order?

Accepted Answer

There is no minimum capsule requirement to set up a recurring Coffee Plus order. However, there is a minimum order value of $75 which must be met to benefit from the 10% discount  available with Coffee Plus.

Question 12

If I am a Coffee Plus member, and I purchase outside of my Recurring Order, will this purchase also receive the 10% discount?

Accepted Answer

The 10% discount is made solely as part of the Coffee Plus recurring order, so if members order capsules outside of their recurring order, they will not count towards the 10% Coffee Plus discount. However, we encourage members to visit boutiques to taste and discover new blends, which they can then add to their recurring order.

Question 13

Are there any plans to revert to the Recurring Coffee Plan benefit?

Accepted Answer

There are no plans to revert to the Recurring Coffee Plan with an extra sleeve of coffee for every cumulative ten sleeves purchased.

Question 14

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

Accepted Answer

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 (1800 623 033) for further assistance.

Question 15

What happens if an item in my Coffee Plus recurring order is out of stock?

Accepted Answer

If one of your Product(s) included in your recurrent order is out of stock around the time your order is due to be shipped, we will notify you of the out of stock. We will place your order on hold, you can then call us on 1800 623 033 to change your Coffee Plus recurring order to include available Products. Alternatively, when the out of stock products become available, then we will send you your order. We may also contact you to assist you with updating your Coffee Plus recurring order.

Question 16

What happens when a coffee in my order is being discontinued?

Accepted Answer

You will be notified via email if a coffee in your recurring Coffee Plus order is being discontinued, in order to give you ample time to stock up. You will also be notified of any changes to the coffees in your order. If the discontinued coffee forces your order to below the free standard delivery threshold, you will be contacted by Nespresso to update the order contents.

Question 17

Are there any hidden fees?

Accepted Answer

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 recurring 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.

Question 18

How will I know when my order will ship?

Accepted Answer

You will be notified four 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 (e.g.: 11:59PM on January 3 for an order shipping on January 4). After your order has been shipped, no amendments may be made to your order.

Question 19

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

Accepted Answer

There is no action that these members need to take. On 24th 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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