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      FAQ's

      • How much illy should I use?
      • My order has damaged, missing, expired, or incorrect items. What should I do?
      • How do I decalcify my espresso machine? How often?
      • How do I change the recurring date of a subscription?
      • Can I return or exchange an item?
      • What is the difference between medium roast and dark roast illy?
      • How is my personal information used?
      • 12 month machine subscription plan
      • Where is our coffee roasted ?
      • Can I place an order without creating an account?
      • onetreeplanted_org - Help us save the planet
      • How can I purchase past illy Collections?
      • What is a ESE Espresso Pod?
      • Do you sell gift vouchers?
      • How often do you roast and pack 36P Coffee and Pods ?
      • Can I track my order ?
      • What is your physical address ?
      • What coffee should I use for Espresso?
      • How many trees do we plant ?
      • How much caffeine is in illy?
      • Can I get a replacement cup for one that has broken?
      • Y5 Milk Frothing - cleaning for better froth
      • Do I own the machine ?
      • I'm going away, can I change my next delivery date until I get back ?
      • I am using a non illy ESE pod and sometimes the pod falls through the fyllo f8 machine
      • How do I return an item?
      • Where is my order confirmation?
      • Reward Points conditions
      • Is your coffee Kosher Certified and if so, who Certifies your coffee Kosher?
      • Where can I see all the illy cup collections, past and present?
      • Compostable capsules
      • My machine is faulty who do I contact ?
      • What grade of coffee do we use ?
      • How often do you have promotions and sales ?
      • How do I use an illy E.S.E. pod?
      • I'm moving house. Can I change my delivery address ?
      • How to redeem Reward (loyalty) points ?
      • Priming your X1 machine
      • Does the machine have warranty ?
      • What are your terms and conditions
      • My order has arrived but it’s not as I expected. What can I do?
      • Is the machine new ?
      • Ethically sourced and sustainable coffee
      • I'm finding the delivery frequency too much. Can I reduce the frequency of my subscription ?
      • 36P Single Origin and Specialty Coffee
      • What coffee should I use for French Press?
      • Are our 36P Capsules compatible with my Nespresso®* machine ?
      • How is illy coffee decaffeinated?
      • How do I cancel my order?
      • Can I alter my order?
      • How long does it take to return an item?
      • Are illy iperespresso capsules compatible with Nespresso machines ?
      • Do I get to keep the machine after 12 months ?
      • Where is your privacy policy
      • Why are singles roasted so lightly ?
      • What coffee should I use for moka pot/Stovetop preparation?
      • I am signed up to an ongoing subscription but would like to end it. How do i cancel my subscription ?
      • My steam wand is no longer working. Who can assist me in getting it fixed?
      • 36th Parallel coffee striving to be carbon negative
      • What are MonoArabica single origin coffees ?
      • Ristretto, normale, and lungo
      • When will I be billed each PERIOD?
      • When will my order arrive?
      • Where are illy's machines made?
      • Secret of the illy blend
      • About 36P DECAF - How is your decaf coffee decaffeinated ?
      • Can I cancel the subscription within 12 months ?
      • Who pays for return shipping ?
      • Will ESE pods work with other machines ?
      • Will my Nespresso capsules fit in an illy machine ?
      • How to make a Long Black
      • How can the credit card and address get updated?
      • Changing your credit card details
      • What countries do you ship to?
      • How much Caffeine is in your decaffeinated coffee ?
      • Are our 36P Capsules compatible with my Nespresso®* machine ?
      • Machine warranty
      • How much is shipping?
      • Coffee care and storage
      • 36P Compostable Nespresso® Compatible Capsules - Coffee intensity
      • Can I track my order?
      • I have lost my manual can I have a copy ?
      • Does 36P NESPRESSO®* COMPATIBLE CAPSULES and coffee contain any allergens or gluten?
      • Australia Post terms
      • Machine spare parts - where can I purchase machine spare parts ?
      • Are 36P coffees and capsules GMO-free?
      • My machine is not working what can I do ?
      • We DO NOT offer an INTERNATIONAL warranty.
      • How many calories in a cup of coffee ?
      • Can I put the 36P pods in my home compost?
      • Where can I find a user manual for my illy machine?

      TOP 5 FAQ's

      My order has damaged, missing, expired, or incorrect items. What should I do?

      If you find something is missing, damaged, or incorrect in your order, please contact us as soon as possible. We are committed to providing our customers with a perfect experience every time and will be happy to make the necessary adjustments.

       

      Can I track my order ?

      Yes.

      We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery.

      In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

      My machine is faulty who do I contact ?

      Please contact us and we will assist you.

      Kaffeina has a repair depot in Melbourne Victoria.

      All machine warranties are 12 months from the date of purchase. Should your product be defective, you can make a claim under the Kaffeina Machine warranty policy.

      If your machine is not covered by the Kaffeina Warranty or is out of warranty, please contact us and we will help you through the process of sending the machine back for repair. 

      Are our 36P Capsules compatible with my Nespresso®* machine ?

      Our 36th Parallel Nespresso® compatible coffee capsules have been specifically designed for use with the Nespresso® system so it will not damage your machine. 

      Click here for a list of machines we have tested on.

      Are illy iperespresso capsules compatible with Nespresso machines ?

      illy capsules are NOT compatible with Nespresso machines and vise versa.

      illy iperespresso capsules contain approx. 7 grams of coffee to make the perfect espresso compared to Nespresso capsules that contain less than 5 grams. 

      This makes the capsule much larger and therefore they will not fit into a Nespresso machine.

      illy Coffee

      How much illy should I use?

      For espresso, use 7 grams of illy per shot (about 1oz). For auto-drip brewed coffee, start with 7 grams of illy per 8-ounce cup.

      You may need to adjust to taste as the parameters (water turbulence and temperature) of each coffee maker differ somewhat. 

      You can take the guess-work out of espresso by using E.S.E. pre-measured, pre-tamped servings (pods).

      How much caffeine is in illy?

      illy uses only the finest Arabica beans available, and Arabica coffee is naturally lower in caffeine than the cheaper and lower quality Robusta variety. An average 1 oz.

      illy espresso will contain approximately 60 milligrams of caffeine.

      Brewed illy coffee will contain less than 15 mg caffeine for each gram of coffee used.

      Is your coffee Kosher Certified and if so, who Certifies your coffee Kosher?

      illy coffee - Yes, Union of Orthodox Jewish Congregation of America.

      36P Coffee - Yes, we have been certified by Kosher Australia.

      How is illy coffee decaffeinated?

      illy coffee is decaffeinated with the CO2 method, a process using two natural elements – water and carbon dioxide (sparkling water). This process is considered the safest method to decaffeinate coffee while maintaining its quality.

      What are MonoArabica single origin coffees ?

      illy Monoarabica single-origin Arabica beans are carefully selected from nine different countries that comprise the perfect harmony of the illy blend. Each illy Monoarabica coffee has a unique flavor and aroma that encapsulates the distinctive culture and character of a country.

      Secret of the illy blend

      Secrets of the illy blend:

      • Composed of nine distinct highest-order Arabica coffees spanning four continents, purchased directly from the growers who nurtured them.
      • Perfectly balanced, with a delightfully distinct taste and aroma.
      • Recalibrated with each harvest to consistently provide the signature illy taste, cup after cup after cup.
      • Expertly blended prior to roasting and cooling.
      • Fresh taste and aroma preserved through pressurized packaging.

      Will ESE pods work with other machines ?

      You can still use illy ESE Pods on many different brands of coffee machine. You will find a compatibility statement in your coffee machines user manual.

      Coffee care and storage

      How long will an unopened can of illy stay fresh?

      An unopened can of illy ground coffee will remain fresh for at least two years due to illy's proprietary patented pressurized system that extracts air from the can and replaces it with inert gasses at a higher-than-atmospheric level of pressure. This method guarantees a longer preservation time, maintaining flavour and aroma for over 24 months. 

      How can I determine the best before date of a can of illy?

      The best before date is marked on the bottom of the can.

      How should I store an opened can of illy?

      If the entire can will be consumed within 7 days, room temperature storage is recommended.

      If the coffee will not be consumed within 7 days, we recommend refrigerated storage, allowing the coffee to return to room temperature before use. It is important to refrigerate the can immediately after opening in this case to retain optimum flavor.

      36th Parallel Coffee

      Where is our coffee roasted ?

      36th Parallel Coffee Roastery is a gourmet coffee company based out of Melbourne Australia.

      The entrepreneurs that started this company have spent over 10 years in the Specialty Coffee Industry in Australia and know coffee inside out.

      36th Parallel artisan coffee is roasted weekly in Melbourne utilizing our exclusive roasting profiles which deliver that undeniable 36P taste.

      Our roastary is located in Melbourne, Australia. We have 3 roasting plants of different sizes to roast various coffees.

      36th Parallel Coffee Roasters

      3 Dairy Drive, Coburg North, VIC 3058, AUSTRALIA

      Check out our main website with all our products and our cafe locator. Coffee shop locator here.

      How often do you roast and pack 36P Coffee and Pods ?

      All our coffee and capsules are roasted and packed fresh every week.

      What grade of coffee do we use ?

      Our specialty (single) coffees are roasted from the highest-quality green coffee beans to their greatest flavour potential.

      All our specialty coffees are free of defects and have a distinctive character in the cup, with a score of 80 or above when graded according to SCAA Standards.

      36P Single Origin and Specialty Coffee

      Our specialty (single) coffees are roasted from the highest-quality green coffee beans to their greatest flavour potential.

      All our specialty coffees are free of defects and have a distinctive character in the cup, with a score of 80 or above when graded according to SCAA Standards.

      Why are singles roasted so lightly ?

      We slowly develop the bean and bring it to a gentle drop just after “first crack”.

      This allows us to maximize the natural flavors of these high-quality beans.

      The perfect roast profile for quality single origins.

      About 36P DECAF - How is your decaf coffee decaffeinated ?

      Our 36P DECAF is decaffeinated using natural Mountain Water without the use of any harsh chemicals to preserve the outstanding flavour of the beans. 

      How much Caffeine is in your decaffeinated coffee ?

      Our 36P DECAF coffee is 99.9% caffeine-free.

      Are our 36P Capsules compatible with my Nespresso®* machine ?

      Our coffee capsules have been specifically designed for use with the Nespresso® system so it will not damage your machine. The capsules are made of a flexible yielding material that won't melt in your machine during the extraction process.

      Click here for a list of machines we have tested on.

      36P Compostable Nespresso® Compatible Capsules - Coffee intensity

      Check out our coffee intensity chart for capsules here.

      Does 36P NESPRESSO®* COMPATIBLE CAPSULES and coffee contain any allergens or gluten?

      36P NESPRESSO®* COMPATIBLE CAPSULES do not contain common food allergens, including dairy, gluten, nuts, soy, and eggs.

      Other mentions (i.e., “malt”, “chocolate”) are descriptors of the aromatic profile of the coffee and do not infer their presence in the coffee or capsule.

      Are 36P coffees and capsules GMO-free?

      None of our coffees contain any GMOs.

      How many calories in a cup of coffee ?

      Coffees are very low in calories, with less than 2 calories per cup.

      Can I put the 36P pods in my home compost?

      Yes, it is possible to dispose of our pods in your home compost and some of our customers have had great success with home composting however the time it will take the pods to break down will vary considerably depending on the conditions of your compost so it isn't something we can widely recommend. In commercial composting, our pods will break down in around 90 days.

      We recommend also checking with your local council to see if they will accept the pods along with food scraps in your green waste bin.

      36P SUSTAINABILITY

      onetreeplanted_org - Help us save the planet

      At 36P, we care deeply about the planet and creating a business that gives back to nature..

      That’s why we’re thrilled to share that we’re partnering with One Tree Planted/@onetreeplanted to plant a tree for every pack of 36P coffee sold online.

      To learn more click here.

      How many trees do we plant ?

      At 36P one tree is planted for every order of 36P coffee capsules we sell.

      Compostable capsules

      36P Nespresso® compatible capsules are fully Industrial Compostable.

      International Standards

      The outer capsule is certified by TÜV Austria/ Vincotte.

      Composting can reduce the volume of organic waste quite significantly, while the compost produced can be used for agricultural and horticultural purposes. About 50% of all domestic waste comprises organic material, a percentage that is set to grow in the future owing to the growing popularity of biodegradable products (packaging material, disposable cutlery and plates, …).

      Packaging or products featuring the OK compost INDUSTRIAL label are guaranteed as biodegradable in an industrial composting plant. This applies to all components, inks and additives. The sole reference point for the certification programme is the harmonised EN 13432: 2000 standard: in any event any product featuring the OK compost INDUSTRIAL logo complies with the requirements of the EU Packaging Directive ( 94/62/EEC).

      Certified to Australian Standard AS 4736-2006

      Ethically sourced and sustainable coffee

      At 36P, our success is linked to the success of the farmers and suppliers who grow and produce our products.

      It’s our commitment to do things that are good to people, each other, and the planet. From the way, we buy our coffee, to minimizing our environmental impact, to being involved in local communities. It’s doing things the way we always have and using our size for good. 

      Helping people thrive helps ensure the long-term sustainability of the premium products we provide. We’re committed to offering ethically purchased and responsibly produced sustainable products of the highest quality.

      36th Parallel coffee striving to be carbon negative

      36P will achieve carbon neutrality through the following initiatives:

      The reduction of carbon emission,

      The planting of trees,

      Green bean sourcing strategies,

      Alternative energies at our manufacturing plant, and

      Sustainable packaging.

      Ordering and delivery

      Can I place an order without creating an account?

      Yes.

      You can place an order as a guest with no obligation to create an account. We do recommend that you create an account, however, if you’d like to check your order history and have your shopping basket items and payment details saved for next time.

      It’s quick and easy to create an account. 

      Where is my order confirmation?

      This is automatically sent to your email address when you place an order.

      If you haven’t received your order confirmation within 24 hours, please get in touch at sales@kaffeina.com.au just in case there’s a problem with your order.

      Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.

      How do I cancel my order?

      There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via sales@kaffeina.com.au, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

      Can I alter my order?

      Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.

      When will my order arrive?

      ESTIMATED DELIVERY TIMES.

      COVID-19 - There may be delays in the Australian Post service so please be patient.

      Parcel Post VICTORIA:

      • Metro - up to 2 business days
      • Country - up to 5 business days

      Other States

      • Metro - up to 3-6 business days, depending on lodgement and destination points
      • Country - Please ask at your local Post Office

      Express Post parcels

      Next business day delivery Service operates between all capital cities (except Darwin and in Perth CBD only) and some major centres.

      Outside metropolitan areas guaranteed service is to and from townships only. 

      If your item is for an address outside the Express Post network, we'll use the fastest possible transport links, but it won't be covered by our Next Day Guarantee.

      What countries do you ship to?

      We only ship in Australia.

      How much is shipping?

      Shipping costs will vary based on what you have purchased and also your postcode. Shipping costs are calculated at check out prior to payment.

      Can I track my order?

      Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online.

      Australia Post terms

      Delivering your parcel within AUSTRALIA All our orders are dispatched via Australia Post.

      Please ensure that somebody is at your postal address to sign for your order.

      We have the authority to select the best shipping carrier for specific customer areas and we predominantly use Australia Post as our main carrier.

      If Australia Post is delivering your parcel, a signature will be requested upon delivery, however, if the customer is not home, the driver will leave a ‘calling card’ that delivery was attempted.

      You will be required to phone the number on the ‘calling card’ to arrange re-delivery or collection if possible. Please bear in mind that the ‘calling card’ is a customer courtesy to inform customers that the courier has attempted a delivery but we cannot hold any responsibility for cards that go missing and we, therefore, encourage our customers to keep following up on deliveries with their tracking provided. I

      t is, therefore, the customer's responsibility to keep an eye on their tracking and follow up with us if your order has not arrived in due time so that we can advise on the delivery status. Please note that we send customer tracking numbers via email so that customers may track the delivery status themselves.

      That is why it is so important to give us a current email address and a telephone number.

      Delivery without a signature:

      If you select to waive our requirement to collect your signature upon delivery please provide us with an Authority To Leave your parcel at your address by ticking the ATL box on check out.

      Kaffeina Group Pty Ltd does not accept responsibility for any theft of the parcel if you have provided authority to leave as this is not within our control. 

      If you have selected to waive our requirement to collect your signature upon delivery by providing your authority to leave the parcel without a signature and your parcel is lost during transit, we cannot accept responsibility to replace the item. 

      Please note that if you choose this option, there will be NO proof of delivery, NO way for us to confirm delivery of your parcel took place and NO refund option for not receiving your order.

      Incorrect Shipping Address:

      If you give us an incorrect address, there may be an additional charge from the courier service to change/redeliver to the correct address. If you have given us an ATL (Authority to leave) AND you have given us an incorrect address, NO REFUND will be available if the parcel is not received or is lost by the courier service.

      Phone Numbers are important!

      Please ensure you give us the correct phone number in case of queries. All our orders fall under the insurance conditions of the courier used to deliver your order. By ordering on this website, you accept the conditions of insurance.

      Returns

      Can I return or exchange an item?

      MACHINES

      We are able to provide you with a refund or exchange where a machine is faulty or the wrong item is delivered.

      Should you change your mind, we can also offer you a store credit or exchange as long as the machine is returned within 14 days of receipt of the goods, unused, intact, and in original packaging.

      We do not offer returns or exchanges on Sale and Promotional items.

      Your order receipt or proof of purchase must be presented at the time of any refund or exchange.

      All refunds will be given in the same way as you originally paid for the goods. EFTPOS and credit card refunds will be processed against the original cardholder details. No refunds will be given for change of mind on sale items. If you have any queries regarding your exchange please email customer service sales@kaffeina.com.au.

      WHAT ABOUT CONSUMABLE RETURNS (INCLUDING COFFEE AND COFFEE CAPSULES)?

      We cannot accept the return of opened packages of consumables. We will charge for the transport costs cost of refunds or exchanges of incorrectly ordered consumables.

      How do I return an item?

      Please contact our customer service team via sales@kaffeina.com.au.

      My order has arrived but it’s not as I expected. What can I do?

      In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via sales@kaffeina.com.au with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.

      How long does it take to return an item?

      This depends on the carrier or shipping method that you choose when returning your item.

      Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

      Who pays for return shipping ?

      We will gladly pay for your return shipping costs when a machine is faulty or the wrong item is delivered. Additionally, we will pay for shipping the new item to you.

      For a change of mind, we will charge for the transport costs cost of refunds or exchanges of incorrectly ordered consumables.

      Rewards (loyalty) Points and Gift vouchers

      Do you sell gift vouchers?

      Yes, we do. These are issued electronically by email and each contains a unique reference number. Our gift vouchers are ideal if you’re not sure what to get that special person in your life.

      Simply buy a gift voucher instead.

      Click here.

       

      Reward Points conditions

      When you create an account on our website you will automatically be enrolled in our loyalty program and will earn illy loyalty beans for purchases based on the amount you spend.

      You can also earn illy loyalty beans for referrals and other actions you perform on our website.

      Once you've earned enough points, you will be able to exchange them for rewards such as discounts or free products via our loyalty widget.

      Only one coupon can be used per order. Cannot be combined with other special offer coupon codes.

      Coupons cannot be applied to subscription orders.

      To view your illy loyalty beans balance and redeem rewards, simply login to our website and access the loyalty widget by clicking the launcher icon in the lower corner.

      Please note that illy loyalty beans do not carry any cash value and the awards/rewards can be modified, without notice, at any time.

      illy loyalty beans are valid for 24 months.

      We reserve the right to terminate your membership in our Rewards Program if you don't use your Loyalty points to earn or redeem points for 24 consecutive months, or if we believe that you have engaged in fraudulent or unlawful activity or failed to comply with these Terms and Conditions.

      You cannot sell or transfer your points to anyone.

      We will collect and use your personal information in accordance with our Privacy Policy.

      We may discontinue our Rewards Program at any time in our sole discretion with no liability to you. If we do so, we'll publish a notice on our website and/or email you to let you know.

      We may change the Rewards Program (including the number of points allocated to each product and how points are earned and redeemed) and these Terms and Conditions at any time, or add new terms or conditions. If we do so, we'll publish an updated version on our website. Your continued participation in our Rewards Program will constitute your acceptance of such changes.

      These Terms and Conditions apply to our Rewards Program in Australia, and are governed by the laws of Victoria.

      How to redeem Reward (loyalty) points ?

      1. Click on the Loyalty Bean icon on the bottom left of the home screen.
      2. Make sure you are logged in to your account.
      3. Click on the Redeem Beans tab.
      4. If you have enough points then redeem the relevant award.
      5. You can either 'copy it to their clipboard' and paste the code manually or click 'apply' to automatically apply it to your cart.

      Coffee Auto delivery - Subscription Service

      How do I change the recurring date of a subscription?

      Just log into your account,  Under My account you will see a manage subscription link.

      After you have signed up for then you will be set up with an account where you will be able to Change your delivery dates, Change your type of coffee, Pause your subscription for a month, Change your delivery address . Don’t forget: all these changes need to be made before midnight on the day before your coffee is due to be shipped.

      I'm going away, can I change my next delivery date until I get back ?

      You sure can. Just log in to your account, click edit details under your details, and then change your delivery address as required.

      Click on the manage subscription link in my account area.

      I'm moving house. Can I change my delivery address ?

      You sure can. Just log in to your account, click edit details under your details, and then change your delivery address as required.

      Click on the manage subscription link in my account area.

      I'm finding the delivery frequency too much. Can I reduce the frequency of my subscription ?

      Yes, of course. Just log in to your account, click edit details under the Account details, and then change the frequency from fortnightly to monthly deliveries. - Cancellation/Change fees may apply.

      Click on the manage subscription link in my account area.

      I am signed up to an ongoing subscription but would like to end it. How do i cancel my subscription ?

      No hassles. Just email us and we will work with you.

      Cancellation fees may apply.

      When will I be billed each PERIOD?

      For ongoing subscriptions, you will be billed 24 HOURS BEFORE your coffee ships.

      What happens if my subscription product is out of stock?

      If an Auto Delivery product is temporarily out of stock, you will receive an email notification. If the order is not canceled, the product will be shipped when it is in stock. Similarly, if an Auto Delivery product is discontinued, you will be notified by email and your Auto Delivery shipments for the discontinued product will be cancelled.

      Changing your credit card details

      After you have signed up for then you will be set up with an account where you will be able to change your delivery dates, Change your type of coffee, Pause your subscription for a month, Change your delivery address and change your credit card details.

      Don’t forget: all these changes need to be made before midnight on the day before your coffee is due to be shipped.

      12 month Machine subscription plans

      12 month machine subscription plan

      It is a new way of onboarding and welcoming you to the world of illy, with an offer for a machine of your choice at a very low price.  This offer comes with a 12-months contract: 

      • each month you will pay a fee. 
      • your monthly fee includes coffee capsules that will be delivered that month.

      What is the cost of the machine on a machine and coffee plan ?

      When you subscribe to 84 capsules a month at $84, the cost of the machine is $15, $25 0r $30 a month for 12 months depending on the machine you select.

      Do I own the machine ?

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

      Does the machine have warranty ?

      Yes.

      If I change my mind can I cancel the subscription?

      If you have a change of mind on the offer, there will be a cancellation fee.

      Is the machine new ?

      Yes, all the machines are new and come with 12 months warranty.

      Do I get to keep the machine after 12 months ?

      Yes, the machine is yours to own after 12 months.

      Can I cancel the subscription within 12 months ?

      Yes, you can but there will be a cancellation fee of up to $599 depending on the machine selected and the plan you have subscribed to.

      How can the credit card and address get updated?

      After you have signed up for then you will be set up with an account where you will be able to change your delivery dates, Change your type of coffee, Pause your subscription for a month, Change your delivery address and update your credit card details. Don’t forget: all these changes need to be made before midnight on the day before your coffee is due to be shipped.

      illy Machines and general maintenance

      How do I decalcify my espresso machine? How often?

      We recommend using CAPSULE COFFEE MACHINE DESCALER DOMESTIC to decalcify more or less often depending on how frequently you use your machine and the mineral composition of the water you are using. 

      Y5 Milk Frothing - cleaning for better froth

      Your machine may not be faulty, sometimes the milk solution gets unbalanced if it is not assembled correctly.  Please try the following:-

      Fill both the water tank and milk tank with fresh water and place a suitably sized container under the dispensing spout.

      Dispense at least half a tank of water by pressing the hot water button (middle right button) without inserting any capsule in the machine.

      Then press the hot foamed milk button (top right button) as if you were preparing this beverage and do this at least three times 

      The goal is to pour more water from the milk tank in order to fill the whole system in.

      The second thing might be that you milk attachment has an issue.  Please provide a copy of the receipt along with your contact details and address (if you purchased from our online store then the name or order number it was purchased under). Once we receive the information we will post out a new milk frother attachment. Just as a side note, some of the cheaper low fat or skinny milk will not froth as they have too much water content.

      Priming your X1 machine

      Turn the machine on but leave brew and steam switches on right OFF. Place a cup under 

      My steam wand is no longer working. Who can assist me in getting it fixed?

      The steam wand is a consumable and not covered under warranty. The steam wand is very sensitive, and any milk residue left after steaming milk can cause a problem if the wand isn't cleaned immediately after each use. 

      To clean a clogged wand, first try running machine cleaner through the machine and steam arm. If that doesn't do the trick, you can try soaking the wand in boiling water with a little cleaning solution dissolved in it.  You can also try using a pin to dislodge any solid milk plugs. After soaking the wand, run hot water through it if your machine has a hot water mode, otherwise run steam through it, being careful not to burn yourself.

      The STEAM WAND PANNARELLO are considered a consumable and are not covered under warranty. Please make sure that you remove the STEAM WAND PANNARELLO as per the instructions in the manual. Incorrect removal could cause the STEAM WAND PANNARELLO could cause microfractures and in turn affect the operation of steaming milk.

      Where are illy's machines made?

      Some of our home espresso machines, are made in Italy (example: the Francis Francis X1) and others are made in China (examples: Y1 and X7). In both cases, it's our intention to deliver the highest quality machines to our customers. Each machine undergoes rigorous testing to ensure it meets our exacting quality standards to produce the highest quality espresso.

      Will my Nespresso capsules fit in an illy machine ?

      illy capsules are NOT compatible with Nespresso machines and vise versa. illy iperespresso capsules contain approx. 7 grams of coffee to make the perfect espresso compared to Nespresso capsules that contain less than 5 grams.  This makes the capsule much larger and therefore they will not fit into a Nespresso machine.

      Machine warranty

      Our goods that we sell come with guarantees that cannot be excluded under Australian consumer law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. All machine warranties are 12 months from date of purchase.

      The STEAM WAND PANNARELLO are considered a consumable and are not covered under warranty. Please make sure that you remove the STEAM WAND PANNARELLO as per the instructions in the manual. Incorrect removal could cause the STEAM WAND PANNARELLO could cause microfractures and in turn affect the operation of steaming milk.

      Should your product be defective, you can make a claim under the Kaffeina Machine warranty policy.

      I have lost my manual can I have a copy ?

      Sure. Just download your manual from here.

      Machine spare parts - where can I purchase machine spare parts ?

      The parts we have available for sale are available from our website.  Click here for the spare parts available.

      My machine is not working what can I do ?

      Kaffeina has a repair depot in Melbourne Victoria.

      Our goods that we sell come with guarantees that cannot be excluded under Australian consumer law.

      You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage.

      All machine warranties are 12 months from date of purchase. Should your product be defective, you can make a claim under the Kaffeina Machine warranty policy.

      If your machine is not covered by the Kaffeina Warranty or is out of warranty, please contact us and we will help you through the process of sending the machine back for repair. 

      We DO NOT offer an INTERNATIONAL warranty.

      If your goods were purchased overseas or online from an overseas internet site or not from Kaffeina or one of our retailers - then you will have to contact the place of purchase and organise for them to repair the machine.

      Where can I find a user manual for my illy machine?

      To download a copy of your user manual, please click here.

      Coffee preparation

      What is the difference between medium roast and dark roast illy?

      illy medium roast coffee is a bit milder while illy dark roast has a more intense and robust coffee flavor due to a slightly longer roasting time and slightly higher roasting temperature.

      Some people find the dark roast better for coffee preparations that involve milk, such as cappuccinos and lattes.

      Both medium and dark roast are suitable for espresso and brewed coffee preparation and the choice is a matter of personal preference.

      What coffee should I use for Espresso?

      Espresso preparation requires a very evenly ground fine grind coffee almost a powder.

      We recommend our Ground Coffee for Espresso or grinding illy Whole Bean Coffee in a quality burr grinder set to fine/espresso grind.

      For more details on how to prepare a perfect espresso.

      How do I use an illy E.S.E. pod?

      Each E.S.E. serving contains 7 grams of coffee; the exact amount needed for a 1 oz. shot of espresso.  Do not re-use pods.

      Switch on the E.S.E. espresso machine and let it heat. For the best results, we suggest you warm the cups as well.

      Place the E.S.E. serving in the specially designed filter holder with the writing facing up. It is very important to handle the E.S.E. pod as little as possible and only by its edges, as the oils from your skin can compromise the quality.  It is especially important not to touch the coffee area of the pod. Place the filter holder in its housing and switch on. Allow the water to run through it for about 20 seconds.

      At the end of this step, remove the used serving, and reinsert the filter holder.

      What coffee should I use for French Press?

      For French press preparation use illy ground coffee for drip coffeemakers. The grind is courser than that used for espresso and is optimal for both drip coffeemakers and French press. 

      What coffee should I use for moka pot/Stovetop preparation?

      Moka pot stovetop coffee preparation requires a grind courser than espresso but less course than drip and French press. illy Moka grind is ground specifically to work with moka pots to yield optimal results. 

      Ristretto, normale, and lungo

      Ristretto, normale, and lungo are relative terms without exact measurements. Nevertheless, a rough guide is a brewing ratio of 1:1 for ristretto, 1:2 for normale, and 1:3–1:4 for lungo

      a ristretto is thus 30 ml/1 oz (the foamy crema slightly increases this volume), 

      normale is 60 ml/2 oz, 

      and lungo is 90–120 ml/3–4 oz. 

      By contrast, a caffè crema will be approximately 180 ml/6 oz. A caffè lungo should not be mistaken for a caffè americano (an espresso with hot water added to it) or a long black (hot water with a short black added to it, which is the inverse order to an Americano and done to preserve the crema).

      How to make a Long Black

      All of the illy iperepsresso capsules except for the lungo are designed for single espresso shots. 

      There are two ways to make s long black.

      Americano is generally made by pouring hot water over one or more shots of espresso. Long black coffee, on the other hand, is made the opposite way by pouring one of more shots of espresso over hot water.

      Long black maintains the crema a little better. The recipe will depend on the size of the cup and how strong you want the coffee. To make s lo

      Customer Care

      How is my personal information used?

      Kaffeina is committed to protecting your privacy. We use the information we collect about you to process orders and to provide a more personalized shopping experience.  To process and fulfill your order, we need to know your name, e-mail address, mailing address, credit card number, and expiration date.

      We will never sell or give this information to a third party.  We may also use the information we collect to occasionally notify you about important functionality changes to the Web site, new services, and programs we think you'll find valuable and select offers from our partners. 

      You may opt-out of these notifications at any time by contacting Customer Care.

      What is your physical address ?

      We are located in Melbourne Australia.

      Kaffeina Group

      3 Dairy Drive

      Coburg North

      VIC 3058

      Australia

       

      How often do you have promotions and sales ?

      We typically have promotions 3 to 4 times a year. If you subscribe to our newsletter you will receive a notification of our promotions. We offer an auto delivery service that provides attractive discounts all year around. You may wish to consider subscribing to our service rather than waiting for a promotion or sales.

      What are your terms and conditions

      You can find our detailed terms and conditions here.

      Where is your privacy policy

      You can find our privacy policy here.

      illy Art Collections

      How can I purchase past illy Collections?

      illy art collections are produced as signed and numbered limited editions. Once a collection is sold out, it is no longer available for sale. illy Collections are widely collected throughout the world and many collectors are willing to sell or trade past collections.

      Can I get a replacement cup for one that has broken?

      illy Art Collections are sold as complete signed and numbered sets, therefore it is not possible to replace a single cup.

      Where can I see all the illy cup collections, past and present?

      Visit this link. illy Art Collection

      ESE Pods and fyllo f8 ESE machine

      What is a ESE Espresso Pod?

      The single espresso pod standard is 44ml wide and 10ml high. The weight varies according to coffee blend, roast, grind and batch - around 7 grams.  The pods are symmetrical in shape and have a tag for easy removal from pod only/specific equipment.  For more information visit www.esesystem.com 

      I am using a non illy ESE pod and sometimes the pod falls through the fyllo f8 machine

      Although ESE is a standard, there are some differences between manufacturers of pods. To make the machine easy to use we have employed a drop pod mechanism in the fyllo f8 machine.

      Occasionally the pods may fall through. If you are using a pod from a particular manufacturer and the pods are falling through regularly then you may want t bend the pod very slightly in the middle.