FREQUENTLY ASKED QUESTIONS

Click on a category below to view all questions & answers.

Can iperEspresso capsules be recycled?

Yes, illy has partnered with leading industry organizations to provide an innovative solution to recycle iperEspresso coffee capsules in Europe and the U.S., in Malaysia please check with your local recycler.

How should I store iperEspresso capsules?

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.

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 flavor and aroma for over 24 months.

At the same time it ‘ages’ the coffee, improving its aroma over time by causing its volatile aroma compounds to bind with the oils that are contained in the beans. Simple vacuum packing cannot achieve this flavor transformation.

The positive pressure exerted by illy’s method actually forces these aroma compounds back into the coffee whereas vacuum packing lets them seep out. The effect of illy’s aging process is similar in many ways to the development of complex flavors when a fine red wine is aged under proper conditions.

How can I determine the expiration date of a can of illy?

The expiration date is marked on the bottom of the can.

How long will illy stay fresh after the can is opened?

A room-temperature can of illy will remain at optimum freshness for 7 days after opening. After 7 days flavor will begin to deteriorate due to natural oxidation from exposure to air.

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.

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.

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

illy medium roast coffee is a bit more mild 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 is illy's position on organic coffee?

Illy caffè maintains a complex high quality blend of 100% Arabica beans from around the world. We work directly with nearly 900 growers on 4 continents to source sustainably grown coffee. Certified organic coffee accounts for approximately 4% of world production and we cannot guarantee that 100% of the 9 different Arabica varieties in our blend will be certified at all times. In addition, Illy caffè tests the green coffee (before roasting) for up to 80 different chemicals to insure that our coffee is safe and pure.

illy’s demand for the highest quality beans is rarely met through organic coffee. Because illy is a single blend composed of beans from 7 to 9 growing regions, some organics may be present in the blend if they meet our rigid quality standards. Organic coffee has a very low yield per hectare-about 6 to 8 bags per hectare. This low yield is not compensated for by a proportionally higher price, so the farmer makes less, not more. Furthermore, and quite importantly, the cultivation of so-called organic coffee depletes the soil of its nutrients without sufficiently replacing them. Unless the farmer rigorously practices proper soil analysis and management and adds enough phosphorus (which coffee needs to grow well) the plants are weak and highly susceptible to insect and fungus attack. Few farmers maintain their soil at the high level necessary to produce the best beans. The process can lead to an irreversible deterioration in the quality of the soil. As part of our ISO 9001 certification we test every coffee lot we purchase for the presence of pesticide residue-testing for 36 different types. No coffee with pesticide residue is purchased by illy.

What does illy do to protect the environment?

illy actively follows a policy of environmental stability and development and is very sensitive to environmental issues in all our activities. We believe industry has an ethical responsibility to develop and pursue practices that protect the ecosystems. This extends from respecting the regulations governing production plants and waste disposal, to the company’s decision to adopt recyclable containers and the use of recycled cardboard. Our environmentally-friendly cardboard outer packaging is 100% recyclable and offers convenient pod dispensing. illy’s cans and tins are made from 100% recyclable metal. illy strives for 0% emissions from our plants, and all materials used in the production process are recyclable.

Our iperEspresso capsules are created from recyclable plastic, as it is the only material with the mechanical characteristics needed to optimize the extraction of the blend and obtain an excellent product. It is important to use these materials in order to ensure that the capsule can withstand high operating pressure during extraction. illy strives to maintain sustainable practices in everything we do and is a strong advocate of recycling waste products. While our capsule is made from recyclable material, we are currently working on a means by which consumers can open the capsule and clean it out in order for it to be recycled after use. Furthermore, illy has been working to design new technologies to achieve a balance between protecting the environment and promoting good business.

How does illy preserve the freshness of coffee?

Roasted coffee can lose up to 40 percent of its vital aromas after only eight hours of contact with air – an issue that the common vacuum packaging method can’t adequately address. Coffee packed in soft bags suffers an even tougher fate. illy pioneered another way, using a remarkably effective, natural pressurization technology – patented throughout the world, and exclusive to illy. The process of natural pressurization for packaging coffee in our iconic recyclable cans preserves the freshness of the coffee – you can actually hear the sound of fresh coffee every time you open a can!

Freshly roasted illy coffee is placed in recyclable cans, along with natural, inert nitrogen, under pressure. The process traps essential aromas and protects them for more than a year. Just like fine wine maturing in the bottle, illy coffee is refined in its pressurized environment, becoming yet rounder than when first packaged as naturally emerging oils mingle with one another.
The can, which is 100% recyclable, allows us to pressurize the coffee and preserve the volatile aromas. The common bags that offer any protection from the atmosphere cannot withstand this pressure and they are made of multiple layers of plastic and aluminum that are not recyclable with today’s technology.

Our iperEspresso capsules are created from recyclable plastic, as it is the only material with the mechanical characteristics needed to optimize the extraction of the blend and obtain an excellent product. It is important to use these materials in order to ensure that the capsule can withstand high operating pressure during extraction. illy strives to maintain sustainable practices in everything we do and is a strong advocate of recycling waste products. While our capsule is made from recyclable material, we are currently working on a means by which consumers can open the capsule and clean it out in order for it to be recycled after use. Furthermore, illy has been working to design new technologies to achieve a balance between protecting the environment and promoting good business.

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.

Is there the danger of melting plastic between the interaction of hot temperatures and iperEspresso Capsules?

We use Polypropylene to make the capsules so there is no danger of melting plastic. The capsule withholds temperatures to 320F and since espresso coffee or the water to make the espresso never reaches a temperature above 197 F there is no danger of the capsule melting. Polypropylene is often used for food containers, particularly those that need to be dishwasher safe. Polypropylene doesn’t soak up water, making it ideal for uses where it will be constantly subject to moisture. The polypropylene plastic used for the iper capsules is BPA free.

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 Eepresso or grinding illy Whole Bean Coffee in a quality burr grinder set to fine/espresso grind.

What coffee should I use for Drip/Brewed Coffee?

Auto-drip coffeemakers work best with a medium grind coffee and illy ground coffee for drip coffeemakers is specially ground for this preparation method. Alternatively, you can grind whole bean coffee using a medium/drip setting in a high-quality burr grinder.

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.

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.

How do I decalcify my espresso machine? How often?

We recommend using Cleancaf powder once a month and Cafiza powder to clean the head of the machine and handle (coffee residue tends to build up under the metal screen in the handle). You may need to decalcify more or less often depending on how frequently you use your machine and the mineral composition of the water you are using. For help finding these cleaning products please contact us using the button below

What machines are iperEspresso capsules compatible with?

iperEspresso capsules are currently compatible with the following illy Machines:

  • Francis Francis Machines: X1, X7, X7.1, X7.1 Sunrise, X8, X9, Y1, Y1.1, Y3, Y5, Y5 Duo, Y5 Milk.
  • Cuisinart for illy Espresso machines.
  • Gaggia for illy Espresso machines.

iperEspresso capsules are not compatible with any other brand or machines currently.

For further help please contact us using the button below

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

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.

For further support please contact us using the button below

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.

Where can I find the manual for my illy machine?

The manual for your illy machine can be found within the product pages in our shop, in the Specifications area.

The manuals for the machines listed below can be found in their respective links:

  • X7.1 iperEspresso Machine: manual
  • X9 iperEspresso Machine: manual
  • Y3.2 iperEspresso Espresso & Coffee Machine: manual

Where can I get a service for my illy machine?

In order to service your illy coffee machine, please get in touch with our team using the contact us button below, and they will help to organise a service for your machine by approved partners.

How long is the warranty for my illy machine?

For all new machines the standard warranty period is one (1) year from date of purchase.

For machines that have been purchased on special offers, or are display models for example, the warranty length may differ.

If you are unsure about your warranty and would require help, please contact us using the button below.

How does the iperEspresso Subscription work?

The iperEspresso Subscription service provides the following benefits:

  1. An automatic monthly delivery of your favourite coffees, as chosen by you.
  2. A flexible, cancel any time service.
  3. Once-a-month deliveries of your coffees.

If you have any questions for our team please contact us using the button below.

Why do I need an account to start a subscription?

The illy Caffè Subscription services require a registered and active account with our e-shop, in order to ensure we have the necessary order details to know what coffee to send, where and when.

If you have any questions for our team please contact us using the button below.

Does the subscription come with free shipping?

The illy Caffè Subscription services includes free shipping for any subscription containing over 4 tins of iperEspresso capsules.

If you have any questions for our team please contact us using the button below.

Is there a discount when I subscribe?

Yes, iperEspresso Capsules are offered with a 10% discount when you subscribe. Other items are currently not offered with a discount, however we are always updating our offers so please check back regularly.

If you have any questions for our team please contact us using the button below.

How can I change my subscription?

If you would like to change your subscription in order to swap products or try new coffees, please use the contact us button below and our illy Customer Care Specialists will help you through the process smoothly.

How long will my subscription last?

Your subscriptions are completely flexible and decided by you, you are free to swap, add or remove products and/or cancel your subscription at any time, with our no fuss guarantee.

 

If you would like to stop your subscription, please use the contact us button below and our illy Customer Care Specialists will help you through the process smoothly.

What shipping options are available?

Currently we provide two simple shipping options with the aim to deliver within 2-4 business days, directly to your home or other specified address.

Our second option is Click + Collect, which is available from our illy Caffè Pavilion store.

How long does shipping take?

Under normal conditions, when merchandise is in stock, orders shipped by ground delivery within Peninsular Malaysia will arrive in approximately 2 to 4 business days.

How can I collect my Click + Collect Order?

Click & Collect is available for orders placed online, in order to collect your package please visit illy Caffè Pavilion (Address below)  and inform our staff members of your order – providing your Name and Order Number.

illy Caffè Pavilion Address: Lot C3 . 10 . 01B, 168, Bukit Bintang Street, Bukit Bintang, 55100 Kuala Lumpur, Federal Territory of Kuala Lumpur

How do I know when I can I collect my Click + Collect Order?

Click & Collect is available for pick-up from illy Caffè Pavilion, you will receive an update via email informing you when your order is ready for collection.

Click & Collect orders will be ready for you to collect within 2 business days of your order being accepted.

For any questions or issues please get in touch with us using the CONTACT US button below.

Where can I collect my Click + Collect Order?

Your Click + Collect order can be collected from  illy Caffè Pavilion (Address below). To collect your order please  inform our staff members of your order – providing your Name and Order Number.

illy Caffè Pavilion Address: Lot C3 . 10 . 01B, 168, Bukit Bintang Street, Bukit Bintang, 55100 Kuala Lumpur, Federal Territory of Kuala Lumpur

Where does illy Caffè Malaysia ship to?

illy Caffè Malaysia ships to most addresses within Peninsular Malaysia within  approximately 2 to 4 business days. If there are any delivery issues when processing your order our illy Customer Care Specialists will be in touch to resolve them efficiently.

Is shipping free?

illy Caffè Malaysia currently ships all orders over RM300 free of charge, sometimes offers are available with coupons that also enable free shipping, so make sure to sign up to the Newsletter to avoid missing out!

How do I know if my order will ship for free?

In order to see whether you qualify for free shipping, simply head to the cart and check the shipping section, where you will find ‘Free Shipping’ next to the shipping option.

How much will shipping cost?

Shipping rates for all our items can be found on our shipping policy page, under the ‘shipping rates’ section.

For more detailed questions on the shipping rates please use the button below to contact us, our illy Customer Care Specialists will be on-hand to help.

How can I see the shipping cost for the items I wish to purchase?

Shipping rates are automatically calculated on weight, the total shipping costs will automatically appear in the shopping cart during check-out.

In order to see shipping costs, please add any items you wish to purchase to your cart, your estimated shipping cost will appear without the need to purchase, the cart can be edited at any point.

What is illy Caffè Malaysia's Return Policy

illy Caffè Malaysia’s full return policy can be found here. For any further questions, please do not hesitate to contact us using the button below.

How do I contact an illy Customer Care Specialist?

To contact illy regarding the status of an order, or with questions about our merchandise, please contact us, Monday through Friday between the hours of 9:00 a.m. and 7:00 p.m. Malaysia time. Please have your order number handy to help us serve you better. For company and all other inquiries, please email us using the button below.

What is illy Caffè doing in light of COVID-19?

In response to the current COVID-19 situation we are pro-actively implementing certain procedures, taking the following steps:

  1. All illy Caffè staff will measure body temperature daily before reporting to work to ensure they are healthy.
  2. All illy Caffè staff will be wearing masks at all times during any and all work.
  3. All illy Caffè staff will sanitise hands and gloves before handling any items and beginning the packaging process.
  4. Once your order has been packaged, the box will be sprayed with sanitising liquid, then passed over to the logistics company who will handle the delivery to your preferred location.

If you have any questions for our team please contact us using the button below.

What is illy Caffè Malaysia's Return Policy?

illy Caffè Malaysia’s full return policy can be found here. For any further questions, please do not hesitate to contact us using the button below.

How safe is my information online?

When you place an order or provide us with information, the data is kept safe and secure through encoding with SSL technology, an encryption protocol that protects information as it travels over the Internet.

Payment security is handled by our payment provider, Stripe, for which the  security details can be found here. Stripe is fully regulated, global company that complies with all relevant security standards, including Payment Card Industry Data Security Standards (PCI DSS)

How is my personal information used?

illy Caffè Malaysia  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 & phone number.

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 illy 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 illy Customer Care, or by updating your contact preferences by following the links at the bottom of email communications.

For further information please see our Privacy Policy and our Terms of Use.

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