COVID19 FAQ

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HOW WE CONTINUE TO PROVIDE YOU WITH AN EXCEPTIONAL AND SAFE COFFEE EXPERIENCE

The health and safety of our customers and our employees has always been, and will continue to be our first priority. During these unprecedented times, we have put several measures in place across our services so we can continue to provide you an exceptional and safe coffee experience. Please find the most recent and relevant information below.


Last update: 7 July 2020

Frequently asked questions

  • Can I still buy coffee and accessories?

    You can still order Nespresso coffee and accessories. If you are an existing customer, you can simply order coffee and accessories online through your Nespresso Professional account. If you do not have an online account setup, you can place a coffee order through the following channels:

    a. Contacting your Nespresso Professional account manager directly.

    b. Utilising the live chat service on our website from 9am-5pm AEST Monday to Friday.

    c. Calling our Customer Care line on 1800 182 206 (toll-free).

    Whilst we are doing what we can to deliver orders within our usual delivery timeframes, due to increased order volumes in our own network and our couriers’ networks with the current circumstances, please expect there may be some delivery delays.
  • Can I still buy a commercial coffee machine??

    You can still order our full range of Nespresso Professional coffee machines. Please complete the contact us form on our website and a Nespresso representative will be in touch.

    Whilst we are doing what we can to deliver orders within our usual delivery timeframes, due to increased order volumes in our own network and our couriers’ networks with the current circumstances, please expect there may be some delivery delays.
  • I am a customer and would like to get in touch with Nespresso?

    If you’re looking to get in touch with a representative from Nespresso, we recommend that you contact us for assistance through the following channels:

    a. Contacting your Nespresso Professional account manager directly.

    b. Utilising the live chat service on our website from 9am-5pm AEST Monday to Friday.

    c. Calling our Customer Care line on 1800 182 206 (toll-free).

    d. Completing the contact us form on our website.
  • Is your call centre still operating?

    Yes. You can call us through the toll-free number: 1800 182 206. You can also utilise our live chat service between 9am-5pm AEST Monday to Friday.
  • When are face-to-face visits from your sales team and technicians resuming?

    Onsite face-to-face visits with our Nespresso Professional sales team have resumed in all states except for areas that are in lockdown across VIC. To ensure your safety, our Nespresso Professional sales team are wearing additional safety and protective equipment, and are following additional hygiene measures. To help protect the health of our people and customers and participate in the effort to limit the spread of the COVID-19 virus, we are pausing face to face meetings with our Nespresso Professional sales team in VIC until further notice. We will assess the developments of the situation and hope to reinstate customer visits as soon as possible. You are still able to order your Nespresso coffee via your Nespresso Professional account manager, online, via web chat from 9am-5pm Monday to Friday AEST or through our toll-free number 1800 182 206. If your coffee machine requires servicing from a technician, you can still arrange a visit by contacting our Customer Care team on 1800 182 206. For yours and our safety and peace of mind, our technicians are wearing masks, using hand sanitiser, sanitising coffee machines with alcohol wipes after use, and practicing social distancing.
  • What are you doing to keep your staff and customers safe through your supply chain?

    People are at the heart of our business: we are working hard to keep our employees, business partners and the communities where we operate safe during the coronavirus outbreak.

    In addition to our normal strict hygiene standards, we have put additional safety measures in place in our factories, offices and distribution centres.

    These include:
    a. Requesting where possible that all employees who are able to, work from home.

    b. Putting additional safety measures in place in our factories and distribution centres to reduce the possibility of infection spread, and ensuring our staff are aware of the steps they need to take to protect themselves and others. This includes social distancing restrictions, increased cleaning between shifts, and working in different teams to minimise the chance of cross infection.

    c. Working with our suppliers and distribution partners to implement appropriate infection control measures and ensure continued production and delivery of products.

    d. Ensuring our customer facing staff and machine technicians are wearing additional safety and protective equipment, and are following additional hygiene measures, such as wearing masks, sanitising coffee machines with alcohol wipes after use, and practicing social distancing.
  • What if my machine breaks down and needs repair or maintenance?

    Our dedicated Customer Care team are available over the phone to immediately troubleshoot any technical issues that you may have on 1800 182 206. Our technical service partners are also available to provide onsite technical machine support. To arrange a visit from one of our machine technicians, please contact our Customer Care team on 1800 182 206.
  • Can you still guarantee safe delivery and are all products safe?

    Yes. We’ve taken all measures necessary to ensure that our products and delivery are safe and protected against COVID-19. Whilst we are doing what we can to deliver orders within our usual delivery timeframes, due to increased order volumes in our own network and our couriers’ networks with the current circumstances, please expect there may be some delivery delays.
  • Is there a limit on how much coffee I can order?

    At this stage, no, however we are monitoring the situation closely and will introduce limits on buying if necessary to help ensure there is enough coffee to go around.
  • Are you at risk of running out of coffee with the COVID-19 pandemic?

    At this stage, Professional coffee capsules are not at risk of running out of stock. However, we are monitoring this closely. Some of our Original and Vertuo coffees will be out of stock for a short time whilst additional precautions are in place in our factories. We hope to have all coffees back in stock soon and apologise for any inconvenience.
  • Can I still recycle my capsules?

    Yes, recycling of your used Nespresso capsules remains available using complimentary bulk recycling boxes. Pick up of full boxes can be arranged with our courier at no cost to your business by completing the online form.
  • Can I make an appointment to visit your Sydney or Melbourne showrooms?

    Yes, you can make an online appointment to visit our Sydney showroom. In addition to our normal strict hygiene standards, we have put several measures in place to ensure your visit to the showroom is safe. Please check the Sydney showroom page on our website for further information. To help protect the health of our people and customers and participate in the effort to limit the spread of the COVID-19 virus, we are pausing all appointments to visit our Melbourne showroom until further notice. We will assess the developments of the situation and hope to reinstate appointments as soon as possible.
  • I am restarting my coffee machine after a long period of non-use. What do I need to know?

    Should your Nespresso Professional machine be restarted after not being used for a period of time, it is important that you perform important steps prior to restarting the machine. The restart procedure is specific to each Nespresso Professional machine. Following the correct cleaning and care instructions is necessary to maintain high hygiene standards. Please refer to the machine assistance page on our website for further instructions.