Question 1

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

Accepted Answer

If you are a Nepresso member but don't have online login details, simply: Go to: Registration. 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. Scroll down to the section titled Existing Member? Activate Your Online Account. Select Yes, I do have a Nespresso Club membership number. 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. If you need any help, click ‘ask us your question’ below or visit Contact Us <https://www.nespresso.com/nz/en/service-customer-care>.

Question 2

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

Accepted Answer

If you are using valid login credentials but are receiving the message “The username and/or password entered are not valid. Please confirm your entry”, please do the following: Visit https://www.nespresso.com/au/en/secure/login on your desktop computer using an internet browser. Enter your registered email address. Click the link in the email that will be sent to you and reset your password. Attempt to login. At times, this email can take up to 30 minutes to arrive. Please also check your Junk folder in case it has been directed there. If you need any help, click ‘ask us your question’ below or visit Contact Us <https://www.nespresso.com/nz/en/service-customer-care>.

Question 3

How do I log into my Nespresso account?

Accepted Answer

To log into your Nespresso membership account, please follow these steps: Visit https://www.nespresso.com/nz/en/secure/login Enter your registered email and password to log in. If you need any help, click ‘ask us your question’ below or visit Contact Us <https://www.nespresso.com/nz/en/service-customer-care>.

Question 4

I cannot order through the App, what is wrong?

Accepted Answer

Do you have the latest update of the app? If not - update and try again. Sometimes it can also help to delete the app from your device and then reload it. If this does not work, contact us on 0800 234 579  or by email and we will help you! Please take a print screen of the error message / errorcode.

Question 5

I get an error message online, what does it mean?

Accepted Answer

Sometimes an error message can appear on the page for various reasons, and we are constantly working to minimize these, to make it easier for you as a customer. Below are the most common error messages, for you to better understand, and many times quickly fix yourself: Error 703 - If you get error code 703, this means your account is on hold. This might be due an unpaid invoice or an inactive member-account. Please contact us on 0800 234 579 or email and we will help you. Error 711 and 764-767 - This means that your credit card details are not correctly specified. Make sure that all digits are correct, that the correct card type has been selected, and that you have entered the correct name on the cardholder, as indicated on the credit card.

Question 6

Where can I find my membership number?

Accepted Answer

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'.

Question 7

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

Accepted Answer

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 New Zealand, please register on this page using a different email address from the one associated with your previous account. If you would like to use the same email address, please click here and select your previous country, then proceed to their Contact page to ask they close the account. Once it is closed, you will be able to register in New Zealand using that email address.

Question 8

How do I update my membership details?

Accepted Answer

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: Shipping addresses, Billing addresses, Payment methods, Whether or not you would like to receive Nespresso information to your email address. Whether or not you would like to receive alerts and notifications for coffee purchases or for descaling your machine.

Question 9

Are there current boutique closures/restrictions regarding COVID-19 in NZ?

Accepted Answer

Following the new developments for Level 3 restrictions in the Auckland region, our Albany, Newmarket and Sylvia Park boutiques are closed effective immediately from 12th August in line with government guidelines. We will assess the developments of the situation and hope to provide updates as soon as they become available. In the meantime, you can still enjoy your favourite Nespresso moments by ordering online or calling our toll-free number 0800 234 579. Our Wellington and Christchurch Boutiques remain open with Level 2 restrictions. We have additional precautionary measures in all boutiques including providing protective masks for our boutique staff, installing plexiglass protections near our cashiers, limiting the number of people in boutiques, putting in place social distancing measures for all and reinforcing additional strict hygiene measures. Each boutique will also have signage detailing the steps it is taking so customers can easily access and understand what is happening. Please be advised that coffee tastings are currently not available in line with health guidelines.

Question 10

When will coffee tastings in boutiques be available again?

Accepted Answer

Our boutique coffee tastings are temporarily paused in line with health guidelines. The health and safety of our employees and customers is our priority.  Not providing in-boutique tastings is one of many precautionary measures to keep you safe, assist abiding with social distancing guidelines and to ensure hygiene measures remain in place. In the meantime, you can still enjoy your favourite Nespresso moments by ordering online or calling our toll-free number 0800 234 579.

Question 11

Why are Nespresso capsules made from aluminium?

Accepted Answer

Nespresso uses aluminium for its capsules as we have found that it is the best material available to protect the freshness, taste and quality of Nespresso coffees against factors such as oxygen, light and humidity. Using aluminium also means we can keep packaging minimal, as we do not need to use overwrapping pouches to protect freshness and aromas.

Question 12

Are Nespresso capsules recyclable?

Accepted Answer

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 <https://www.nespresso.com/nz/en/how-to-recycle-coffee-capsules>.

Question 13

How can I recycle my Nespresso capsules?

Accepted Answer

There are currently four ways of recycling your used Nespresso aluminium capsules. Participate in our bulk recycling collection initiative where workplaces or community locations can become a recycling point. Return your used aluminium capsules to a Nespresso Boutique. Drop them off at a participating florist collection point. Post your used capsules back to Nespresso using a special NZ Post satchel. You can explore which recycling option suits you best here <https://www.nespresso.com/nz/en/how-to-recycle-coffee-capsules>.

Question 14

Can I recycle my Nespresso capsules with my kerbside recycling?

Accepted Answer

No. Unfortunately, there are some products that New Zealand's domestic waste systems cannot process. Due to this, Nespresso aluminium capsules currently cannot be recycled in domestic bins. To ensure everyone has access to a recycling option, we have implemented our own nationwide recycling program in New Zealand. Find the most convenient recycling option for you here <https://www.nespresso.com/nz/en/how-to-recycle-coffee-capsules>.

Question 15

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

Accepted Answer

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.

Question 16

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

Accepted Answer

Nepresso Recycling Bags and New Zealand Post Recycling Satchels can be purchased on our website here <https://www.nespresso.com/nz/en/order/accessories/recycling-bag>, in all Boutiques and via the Nespresso Club by calling 0800 234 579.

Question 17

Will Nespresso be offering a reusable or biodegradable capsule?

Accepted Answer

While we will not comment on specific innovations at this time regarding the creation of a reusable or biodegradable capsule, we are constantly looking for optimal solutions that will continue to ensure the integrity and quality of our product. Nespresso uses aluminium for its capsules because it is infinitely recyclable and we have found that it is the best material available to protect our coffee quality. Recycled aluminium capsules have an equivalent and often better environmental footprint than properly composted biodegradable plastic capsules.

Question 18

What is Coffee Subscription?

Accepted Answer

Coffee Subscription by Nespresso is a great way for you to receive even more benefits with a monthly coffee plan that matches your coffee consumption habits. You'll benefit from 10% extra monthly credit and free standard delivery with every order over 50 capsules. It's simple to set up online and once your subscription is active you can select your coffee online or visit a Boutique.

Question 19

How do I set up a Coffee Subscription?

Accepted Answer

To set up your coffee subscription click here and select the plan that’s right for you. Once your subscription is active and ready to use you can select your coffee online or visit a Nespresso boutique.

Question 20

How does coffee subscription work?

Accepted Answer

Each month you’ll receive a fixed amount of Nespresso credit that you can use to purchase coffee or accessories via Nespresso.com, by phone, or in our Nespresso boutiques. The amount of Nespresso Credit you receive is equal to your monthly payment, plus an additional 10% credit as a thank you for being a subscriber.

Question 21

What if I don’t use my credit?

Accepted Answer

We know you’re busy. So any unspent credit is retained on your account for 12 months, ready for you to use whenever you need it.

Question 22

Can I cancel my subscription?

Accepted Answer

Yes, your plan lasts as long as you continue to make your monthly payments. If you decide Coffee Subscription by Nespresso is not for you then you can terminate it at any time without penalty. Simply go to the My Account/My Subscriptions section on your online account or contact us anytime on 0800 234 579. However, you will not be entitled to a refund for any monthly fees already paid at the date of termination.

Question 23

What happens to my credit if I cancel my subscription?

Accepted Answer

When you cancel your plan, your credit will remain valid on your account for 12 months. During this time you can use your credit whenever you like. If at the end of the 12 months you have remaining credit, Nespresso will supply the remaining value to you in coffee capsules.

Question 24

What is a Limited Edition or Variation coffee?

Accepted Answer

Limited Editions are produced from high quality coffee beans. They are released by Nespresso each year and are available for purchase in limited quantities for limited periods of time. Variations coffees flavoured coffee. All flavoured Variations are based on a coffee blend, with the addition of a chosen flavour.

Question 25

How much do Nespresso Capsules cost?

Accepted Answer

Coffee blends are packaged in what we refer to as sleeves. A sleeve contains 10 capsules of a particular blend. The prices you see on the website and app are per capsule and vary depending on the blend. Prices of coffee assortment packs are shown per pack and are reflective of the blends within each assortment pack. Click here to see current capsule prices. You can purchase capsules in any of our Boutiques, on our website, directly through Nespresso on 0800 234 579 (toll-free), and on our Android and iOS apps (available on Google Play and App store).

Question 26

What does intensity mean? Does it indicate the caffeine level in the blend?

Accepted Answer

Intensity is how we define the profile of a coffee blend. It is based on the degree of roasting, the coffee body and its bitterness. Intensity does not refer to the amount of caffeine found in the coffee.

Question 27

How much caffeine is there in Nespresso coffee capsules?

Accepted Answer

The amount of caffeine is different for each coffee and depends on two factors: the proportion of Robusta in the blend (Robusta contains twice as much caffeine as Arabica), and the quantity of ground coffee used to prepare the cup. The Robusta origins contain an average of 2.4% caffeine, whereas the Arabica origins contain an average of 1.2%. Decaffeinated blends contain less than 0.1% of caffeine.

Question 28

How are Nespresso coffees decaffeinated?

Accepted Answer

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. <https://www.nespresso.com/nz/en/original-coffee-capsules#!/decaffeinato>

Question 29

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

Accepted Answer

Espresso and Lungo are the two main coffee extraction sizes used with the Nespresso system. An Espresso is a 40 mL shot of coffee (small cup button) and contains coffee of a finer grind. A Lungo is a 110 mL shot of coffee (the large cup button). The Lungo capsules contain coffee of a coarser grind. Extracting at the recommended level prevents over-extraction. You can find out more about this in the FAQ below.

Question 30

Are there any allergens or preservatives in Nespresso coffee?

Accepted Answer

No. Nespresso coffee blends, including Variations do not contain any source of food allergens or preservatives. The flavours for our Variations blends come in the form of a very fine powder (encapsulated flavours), created using a group of aromatic substances. They are added to the coffee after grinding. The aromatic substances do not contain any food allergens.

Question 31

Are Nespresso machines and capsules BPA-free?

Accepted Answer

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.

Question 32

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

Accepted Answer

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.<https://www.nespresso.com/recipes/int/en/recipes.html>

Question 33

Why are some Nespresso machines branded as Breville and DeLonghi?

Accepted Answer

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.

Question 34

Are Nespresso capsules Kosher or Halal?

Accepted Answer

Yes. All Nespresso coffees are compliant with Muslim and Jewish religious requirements, and are thus Halal and Kosher certified, respectively. In keeping with Kosher certification, the coffees without flavours are “Passover” certified and coffees with flavours are 'Parve' certified.

Question 35

Are Nespresso coffees suitable for a vegetarian or vegan diet?

Accepted Answer

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.

Question 36

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

Accepted Answer

If you are a new Nespresso Member, you can benefit from a Welcome Offer on either your first or second capsule order. The Welcome Offer has been created to introduce you to the world of Nespresso coffee blends and contains a pre-selected assortment of coffees and a complimentary gift. You can purchase the Welcome Offer online when logged in with your new membership. It is also available in our Boutiques or by contacting us on (toll-free) 0800 234 579.

Question 37

Does Nespresso offer organic coffee?

Accepted Answer

While at this time Nespresso does not provide organic coffee, we do offer coffee sourced from our AAA Sustainable QualityTM Program. We now source more than 80% of our coffee through the Nespresso AAA Sustainable Quality™ Program, developed in 2003 with the Rainforest Alliance in order to meet our need for securing the highest quality coffee in the world, while focusing on environmental sustainability and farmer welfare. The core of our commitment to sustainability and farmer welfare is built around this program and we currently work with more than 70,000 farmers across 12 countries. We encourage farmers to use organic material whenever possible, and work with the Rainforest Alliance through our AAA Program to provide trainings to farmers on sustainable farming methods. Nespresso believes that the holistic approach of our AAA Program is the most sustainable way to grow our highest quality coffee, especially for smallholder coffee farmers. Find out more about the choices we make to achieve Sustainable Quality.

Question 38

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

Accepted Answer

Yes, you can definitely create cold and iced coffee recipes with Nespresso coffee blends. From time to time we release Limited Edition coffees specifically developed by our experts to be enjoyed over ice. To discover delicious, easy to recreate recipes using our permanent coffee range visit the Nespresso Recipessite.

Question 39

Why can’t I find the Pure Origin range on the website??

Accepted Answer

Our aim at Nespresso is to offer a range of high quality coffees to suit every taste preference and part of this includes reviewing and revitalising our existing range. As a result of this in-depth review, we made the decision to discontinue Indriya from India, Rosabaya de Colombia, Dulsao do Brasil and Bukeela ka Ethiopia. Before taking the decision to change the Pure Origins range, we undertook a detailed consumer study and internal analysis. We found that there was an opportunity to provide coffees that go beyond the origin and are a result of special harvesting and processing methods that enhance the coffee’s innate flavours to give a unique flavour profile. The result is our new Master Origin range, which we’re confident you will love. We invite you to explore our Master Origin range. <https://www.nespresso.com/nz/en/master-origin-coffee-pods>

Question 40

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

Accepted Answer

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.

Question 41

What is over-extraction?

Accepted Answer

Each Nespresso capsule is created to be extracted at a certain level. Past that, it will stop producing flavour and start to burn – meaning your coffee will taste bitter. To help you extract at the recommended level every time, our coffee capsules have the recommended extraction size shown on the coffee sleeve. Over-extraction can put excess pressure on your machine’s pump and may make it necessary for you to descale your machine more often. You may also find granules of coffee poured into your cup, which will affect the character profile of the blend. We recommend descaling and using a new toothbrush on the pyramid plate to remove the build-up of coffee grinds. For more information on maintenance, you can view guided videos on our Machine Assistance page. <https://www.nespresso.com/nz/en/machine-assistance#!/>

Question 42

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

Accepted Answer

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.

Question 43

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

Accepted Answer

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

Question 44

Does Nespresso offer promotions?

Accepted Answer

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.

Question 45

Does Nespresso offer Gift Cards?

Accepted Answer

The Nespresso Gift Cards are now available to purchase exclusively at our boutiques. The value threshold is from $20 to $500 and the expiry is dated 3 years from the initial purchase date. Once a Gift Card is purchased this can be used at Nespresso boutiques in New Zealand, online or by calling 0800 234 579. For more information please click here <https://www.nespresso.com/nz/en/gift-card>.

Question 46

Does Nespresso offer international delivery?

Accepted Answer

Nespresso New Zealand is only able to offer delivery to an address within New Zealand. If you wish to order Nespresso products for delivery in any other country, you will need to contact Nespresso in that country directly. Further information and contact details can be found on this website, simply select the appropriate country in the bottom left-hand corner of any page.

Question 47

What is the minimum coffee order quantity for online and phone orders?

Accepted Answer

Nespresso coffees are packaged in sleeves, each containing 10 capsules. To ensure the safe transport of capsules to you, capsule orders placed over the phone, online, or through the app should consist of a minimum 50 capsules. The minimum order to receive free Standard delivery is 100 capsules. Place your coffee order now.

Question 48

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

Accepted Answer

You will need to contact us to let us know why you are returning your order, within 7 days of receiving it. This is especially important if there is an issue with the quality of the item you’ve received. Please note the policies relevant to Returns, available on our Legal page. To return your items, you will be required to post them back to Nespresso at a Reply Paid address. Once we have received the goods, your return will be processed and refunded within 30 business days of receipt of the goods.

Question 49

What delivery options does Nespresso offer?

Accepted Answer

Your Nespresso order can be delivered to your preferred address within New Zealand using one of a variety of delivery options. These are dependent on where you are located. You can view all of the options available to you and their conditions on the Delivery Services page.

Question 50

How can I cancel or amend my order?

Accepted Answer

To meet our delivery deadlines, online orders are processed automatically by our system and immediately transferred to our Logistics Centre. If you wish to cancel or modify your order, we kindly invite you to contact Nespresso Club as soon as possible by phone on 0800 234 579. However, as soon as your order is confirmed, Nespresso cannot guarantee any changes or cancellations required.

Question 51

How can I set up EasyOrder for my Nespresso capsule orders?

Accepted Answer

Easy Order is a great way to ensure a recurring coffee delivery on your terms. You will also benefit from free standard delivery with the purchase of 50 capsules or more. Follow these 3 steps to set up your EasyOrder: 1) Log in to your membership online or via the mobile app. 2) Access the Easy Order page by choosing My Account and then My EasyOrders. 3) Select your products, define your order frequency, delivery address and payment method. You will then receive your order according to the details you've entered. Please note that although a delivery fee may be displayed during checkout, no delivery charges will be applied to your order.

Question 52

How can I return my machine order?

Accepted Answer

You will need to contact us by phone to organise for the return/refund of a recently purchased machine. Please note the policies relevant to Returns, available on our Legal page. We are available seven days a week on 0800 234 579 to help you. <https://www.nespresso.com/nz/en/legal>

Question 53

My package has still not arrived. What should I do now?

Accepted Answer

If you haven’t received your parcel within the estimated time frame for the delivery method you selected, there are a few things you can check. You can track the order by logging into your Nespresso account, and proceeding to My Account > My Orders. Select the order you’re waiting on and click the link at the bottom of the order to track your parcel with the relevant carrier. At times, delays outside the control of Nespresso can occur but you will be able to see the status of your order with the carrier here. Check for a ‘Sorry we missed you’ card left by the courier after attempted delivery. This will also advise if your order has been taken to a collection point. If it doesn’t look like your order is on its way to you, or you would like additional help, we’re available seven days a week to assist you on 0800 234 579.

Question 54

Why is my Aeroccino button flashing red?

Accepted Answer

If the red light on your Aeroccino is flashing continually and the heating cycle stops prematurely, it means that your Aeroccino has detected that it is heating up too quickly. This may be due to a number of factors; you can find some of these below with recommended steps. Using the Aeroccino again immediately after first use: The Aeroccino has a safety thermostat that stops the spinning and heating of milk if the temperature is too high. This is to prevent it from burning out. It must be rinsed with cold water, cleaned and allowed to cool before using again. Traces of milk left in the Aeroccino: The Aeroccino must be thoroughly cleaned after each use. If traces of milk are left inside the Aeroccino, it will cause it to heat up faster than intended and stop heating and spinning earlier. This will result in the button flashing red. We recommend cleaning your Aeroccino thoroughly with cool water and a Teflon-approved or non-stick scourer after every use. It is advised to also rinse the whisk used, to remove any milk residue. You can find instructions and video guidance on the Machine Assistance page here. If you have any further questions about your Aeroccino, you can contact Nespresso directly via our toll free number 0800 234 579 (toll-free, seven days a week).

Question 55

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

Accepted Answer

The marks you are experiencing are the result of a build-up of milk proteins over the heating element. To ensure your Aeroccino works optimally, we suggest removing it. We recommend the following steps: Use cool water and a Teflon-approved (or non-stick) scourer on the inside surface of your Aeroccino to remove the patches of milk residue. Clean the inside of your Aeroccino, as above, after every use to ensure it remains free from permanent marks and scratches. You can find instructions and video guidance on the Machine Assistance page.If you have any further questions about your Aeroccino, you can contact Nespresso directly via our toll free number 0800 234 579 (toll-free, seven days a week).

Question 56

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

Accepted Answer

The amount of froth produced is dependent on the amount of protein present in your milk of choice. The protein content can vary between batches of milk, meaning that one bottle of milk may produce a different level of froth to another. This can also vary seasonally - most notably during the warmer months. There are a couple of things we recommend trying if you are having inconsistent froth levels. Ensure your Aeroccino is functioning correctly - whisks spin, milk heats and red light does not flash. If your Aeroccino is still spinning and heating, then it is unlikely that there are any problems with the mechanics of your Aeroccino. If the whisks do not spin, or come loose, please contact Nespresso directly for advice. Trial with UHT or ‘long-life’ cow (dairy) milk. This type of milk has stable protein levels, and will provide an indication of whether it is an issue with the milk or the Aeroccino. Where possible, use cold and fresh dairy milk from 4-6°C. You can find instructions and video guidance on the Machine Assistance page here. If you have any further questions about your Aeroccino, you can contact Nespresso directly via our toll free number 0800 234 579 (toll-free, seven days a week).

Question 57

Why aren't the whisks in my Aeroccino spinning?

Accepted Answer

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: Place the cappuccino (or frothing) whisk into your Aeroccino. Fill with cold water until the water covers the whisk. Press the button to start the Aeroccino and ensure the light shines red. Check to see whether the water is spinning in a whirlpool formation and is heating. If you have any further questions about your Aeroccino, you can contact Nespresso directly via our toll free number 0800 234 579 (toll-free, seven days a week).

Question 58

Can I use my Nespresso machine in another country?

Accepted Answer

Nespresso does not produce varying voltage machines. All machines manufactured and sold through Nespresso New Zealand operate at 220 - 240V and 50-60Hz and cannot be adjusted. If you would like to use your machine in another country, you will need to ensure you use an appropriate adaptor and potentially a transformer. We cannot guarantee your machine will function as intended if the country you are in does not satisfy the voltage and hertz conditions. For best results, we strongly recommend purchasing your Nespresso machine in the country in which it will be used.

Question 59

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

Accepted Answer

To find out more information about your consumer rights and the Nespresso warranty please click here. <https://www.nespresso.com/nz/en/legal>

Question 60

How can I best maintain my machine?

Accepted Answer

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. Generally, we recommend that you: Eject the capsule after each use. Run water through the machine before and after each use. Rinse the water tank once a day and do not place the water tank in the dishwasher. Regularly empty and rinse the capsule container. Regularly empty and rinse the drip tray. We also recommend you descale your machine on a regular basis by following the descaling frequency in your user manual. Over time, water used during brewing may cause internal mineral build up, which can affect the flow, temperature and overall performance of your machine. For further assistance on models that are not available on the Machine Assistance page, please refer to your user manual or contact Nespresso directly via our toll free number 0800 234 579 (seven days a week) or email us from our website. We’ll be happy to assist you.

Question 61

How do I order a descaling kit?

Accepted Answer

You can purchase it here, at any of our boutiques or by calling our toll-free number 0800 234 579. Nespresso recommend you to descale your machine on a regular basis by following the descaling frequency in your user manual. Over time, water used during brewing may cause internal mineral build up, which can affect the flow, temperature and overall performance of your machine. <https://www.nespresso.com/nz/en/order/accessories/descaling-kit>

Question 62

Where can I find the user manual for my machine?

Accepted Answer

You can find the user manuals for most Nespresso machines by clicking here. If your machine isn’t shown there, or you need further support with your machine, we’re available seven days a week on 0800 234 579 to help (toll-free). <https://www.nespresso.com/nz/en/machine-assistance#!/>

Question 63

I’m experiencing issues with my machine; how do I set up a repair?

Accepted Answer

If you are experiencing any technical issues with your machine, we encourage you to attempt any available troubleshooting on the Machine Assistance page. If troubleshooting does not resolve the issue and you believe your machine needs to be repaired, please call us on 0800 234 579 (toll-free) so that our trained team can support you. They are available seven days a week and will be happy to help. Please note, technical assistance is not offered at our Boutiques.

Question 64

How do I order spare parts for my machine?

Accepted Answer

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 7 days a week on 0800 234 579 (toll-free). You can also find a limited selection of Spare Parts online here. It is best to read the full description of the part to ensure you are purchasing the correct part for your machine model. If you cannot find the part you need, give us a call on the abovementioned number and we can help. <https://www.nespresso.com/nz/en/order/accessories/original>

Service FAQ | Nespresso New Zealand