FAQ

GENERAL QUESTIONS

Do you export overseas?

Unfortunately, we do not ship overseas. We only ship orders within South Africa.

What water should I use to run the coffee machine?

Fill up the water tank only with COLD water. We recommend using filtered or bottled water to keep the flavours of the coffee pure and free from contaminants.

DELIVERY QUESTIONS

Why are we charging for delivery?

We promise to keep our actual product prices as low as possible. When it comes to delivering your products however, we unfortunately rely on external, private courier companies who influence our delivery pricing.

Most important: Please make sure that our system charges you the correct fee for your area.Using the correct street code (and NOT postal code) is crucial. Contact us or WhatsApp us if you are unsure or if delivery seems excessive.

Free delivery applies to orders to all Main Centres over R500.00, a standard fee of R69.00 will be charged for orders to all Main Centres with a total of less than R500.00.

Areas that fall outside of the Main Centres will be charged R69.00 for orders over R500.00 and R138.00 for orders with a total of less then R500.00.

Please also note that you can order most of our products via Takealot (click here) Loot (click here) if you prefer their delivery options.

Why haven’t I received my tracking number yet?

Please note that dispatch usually takes 1-3 working days from order received (we are closed on weekends and public holidays). Once your order is ready and has been dispatched, you will receive a notification including your tracking number. Should you not have received tracking information within 3 days of placing an order, please check your Email Spam folder or contact us or WhatsApp us.

PAYMENT PROBLEMS

I am struggling to make payment on the online store

Here are some quick checks you can do to rule out any problems:

  1. Have you selected the correct payment option? Payfast for example accepts Instant EFT, Visa and Mastercard card, but other payment providers such as Payflex and Mobicred require you to have an account to use the service.
  2. Credit Card Types – If you would like to pay via credit card, please use Visa or Mastercard to make the payment. Diners Club or American Express are unfortunately not accepted.
  3. Is your card set up for 3D secure? Please ensure that the card you are using for online purchases is set up for 3D secure. Most new cards already come with this functionality. If you are unsure about this, you will need to contact your bank to enable this function, this will be required for all online purchases from any company.
  4. If you are trying to pay via Payfast, please check their status page to see if all functions are currently operational or if Payfast is having technical issues. You can find out here: https://status.payfast.co.za/

If it is easier for you, we are happy to send you an invoice. Simply contact us or WhatsApp us. You would have to pay the invoice via EFT, Snapscan or Zapper and send us the proof of payment using your invoice as a reference number.

If you need to pay via credit card, or have a different issue, you would need to contact the specific provider for your transaction. For safety reasons, we do not store any of your payment information, so all our Store payment options are carried out by third-party payment providers. You can find their contact details below. Please always use Coffee capsules direct and your Order ID as a reference.

CONTACT DETAILS FOR THIRD-PARTY PAYMENT PROVIDERS
Payfast
Call: 021 300 4455
Email: support@payfast.co.za
Mobicred
Call: 08 600 62733
Email: customerservice@mobicred.co.za
Payflex
Email:support@payflex.co.za
Snapscan
Call: 021 250 0960
Email: help@snapscan.co.za
Zapper
Go to Users on: https://www.zapper.com/help
 

COMPATIBILITY QUESTIONS

Do your compatible capsules fit in my Nespresso® machine?

Our compatible capsules are specifically designed to fit Original line Nespresso® machines. Please note that the capsules do not fit into the Nespresso® VertuoLine nor the Professional Line. You can also find further information under the exact product you wish to purchase or on our Machine Compatibility page.

Will the capsules damage my Nespresso® machine?

The capsules we provide on our platform have been thoroughly tested and were specifically designed to be compatible with Nespresso® coffee machines. They will not break your machine [also see Replacement Guarantee].

Compatible capsules have come a long way. Sometimes it might feel harder to close the lever, depending on the type of Nespresso machine you have. This ensures correct sealing and seating of the coffee capsule in the capsule chamber, but it does not affect the actual working of the machine.

Money Back Guarantee
If you are not 100% happy with the compatibility of any of the capsules you received from us, we will give you a full refund on the product. That is our money back guarantee [T&Cs apply, see Compatibility Returns].

Replacement Guarantee
We are 100% confident that using our compatible capsules will not lead to breakages, but for your peace of mind, we even guarantee you to replace your machine should it break from using one of our products [T&Cs apply, see Replacement Guarantee].

Can the capsule melt in my machine?

No, the capsule will not melt in your machine. The machine heats up the water to about maximum 80 degrees to make your coffee. So therefore, the capsule will also never get hotter than the actual water and machine. The melting point for the capsule material is above 200 degrees, so there is no way the machine can melt the capsule.

What can happen from time to time is a slight deformation of the capsule. Do not confuse deformation with melting. No plastic stays behind in your machine! Deformation can happen with any capsule, even aluminium ones. That is because your coffee machine runs at 19 bar pressure. And just to put this into perspective, that is over 8 times higher than the pressure in your tires, so it’s a lot. The good news is, your machine has a safety cut off. If it goes over a certain pressure, or runs for too long, the machine stops. Too much pressure might stop your machine, but it won’t damage it.

There are a few reasons why capsules can buckle. The front plate of the machine often gets clogged, so the water pressure struggles to go through the capsule. We recommend using the Caffenu® cleaning capsules to make sure that your machine is clean, and especially the washer plate is free of residue.

It might also occur that the capsule is not punctured properly. Reinserting the capsule might help resolve the issue.

PRODUCT QUESTIONS

Why is there no bulk discount when I order 200 capsules in total?

An overall discount is unfortunately not possible due to technical reasons. All products are loaded as specific individual items. In addition to that, not all capsule ranges are sold in bulk, for example the premium blends we sell don’t apply for bulk discounts. We unfortunately cannot discount any other product mixes or variations other than the ones visible on the Store.

Can I exchange flavour X for Y in a mixed product pack?

Unfortunately, all our products are loaded as specific individual items and pre-packed accordingly. You can order the individual products, but unfortunately not at that discounted rate as it is not a standard item. No flavour swaps within set mixed product packs are possible.

The product I would like to buy is not in stock

We are sorry that we ran out of stock. Overseas deliveries sometimes take longer than expected. Please feel free to contact us or WhatsApp us and we will send you a message once the product is back in stock.

Looking for a specific product or blend?

Please contact us or WhatsApp us and we can put it on our Customer Wishlist for you and we’ll try our best.

COFFEE MACHINE QUESTIONS

Do you sell coffee machines?

Unfortunately, we do not sell any coffee machines, we specialize solely in coffee capsules.

My machine needs a service. Any idea who could do a service/repair?

Unfortunately, we don’t deal with repairs or servicing. Our advice would be to contact the manufacturer directly or the store you bought your machine from. Machines do need a proper clean from time to time. We recommend using Caffenu® cleaning capsules, as well as the Caffenu® Eco Descaler to give your machine a quick clean. This might fix some issues.

Capsule takes way too long to make a coffee/flow is too slow. Why is that?

A normal espresso shot usually takes about 20 seconds. If your machine takes longer than that, you will push too much water through the capsule. Rather add a single shot of hot water when wanting a larger cup.

Please note that most of the blends we sell are specifically designed to make an espresso (40 ml). Coffees that are designed to be run as an espresso have a finer coffee grind and are therefore more compact. This ensures a more intense extraction and flavour profile, but it also means the coffee flows slower. It is in fact designed by the manufacturer to run slow for maximum flavour extraction.

If you prefer a big cup of coffee, please try our Lungo blends as they are made for long shots of up to 110 ml. Or use two capsules if your cup is very big, otherwise your coffee might taste watery, and bitter from over-extraction, as there is only so much coffee that fits into a capsule.

You didn´t find the answer you were looking for? Contact us or WhatsApp us now!