Frequently asked questions
Which machines are Urban Brew pods compatible with?
Urban Brew pods are compatible with all DeLonghi / Breville Nespresso®* OriginalLine machines, including Le Cube, all Essenza models, all Citiz models, all Pixie models, all Lattissima models, all Creatista models, Maestria and Inissia coffee machines.
Urban Brew pods will work with all machines which accept Caffitaly®* and K-fee®* pods. Cannot guarantee compatibility with the K-fee 11 mode and multi-capsule machines.
For more information about compatibility and a list of which machines our pods aren’t compatible with check out our blog here.
How do I make the best tasting coffee using your pods?
To get the absolute best extraction from our pods, we strongly recommend using the short shot button on your coffee machine. This provides the perfect amount of water to extract the best elements of the coffee (oils, aroma and flavour). Using the lungo button can adversely affect the pod extraction and should only be used with specific lungo pods (something we do not currently offer). For more information about short shot extractions, see Toby’s blog: Make better coffee
For more info on how to make the most of our coffee, see our other blogs:
Coffee types and suggestion for best use
How do I make a long black?
For the best tasting long black coffee, use two or more pods with the short shot button and then top up with boiling or hot water (eject the pod and run your coffee machine without a pod in it). More info can be found here.
I have heard that I cannot use compatible pods in my Nespresso®* OriginalLine machine, is that true?
No, not at all. Our pod technology is designed in such a way to compliment Nespresso®* machines, not work against them. In fact, we have sold over 50 million pods and have never caused an issue with a machine. Nespresso®* wants you to keep purchasing their pods, which is why they claim this. However, the truth is that all of the workings of a Nespresso machine are in the back of the machine and do not come into contact with the pod, so there is no damage a pod could actually cause. The machine will pass the desired amount of water through, regardless of which type it is.
Why are Urban Brew pods better than others?
- Coffee – sourced from all over the world, we use only ethically sourced Fairtrade certified beans.
- Blends - our coffee is specifically blended to meet Australian standards and is stronger than our competitors. I know it's hard to contain your excitement but just try.
- Value – we don’t waste money on frivolous marketing tactics. We save where we can to add value to our customers.
- Crema - our next generation pod technology produces the best crema of all compatible pods.
- Environment – All our pods are biodegradable.
- Efficiency - our pod technology has allowed us to reduce our packaging to less than half the cubic size of many competitors.
How long can I store my pods? I want to stock the cupboard so I never run out.
For Nespresso pods, if your home compostable pouch is unopened, the pods have a shelf life of 24 months. Once the pouch is opened we recommend you consume within 6 weeks for optimal freshness. For Caffitaly and K-Fee pods, pods have a best before of 12 months from production. Never want to run out of Urban Brew pods? Try our Subscribe and Save option.
Where can I buy Urban Brew?
In order to give our customers the best price possible, we have chosen to curb out the middle man and sell directly to you. Our pods and products are only available through our website.
How long until I receive my order?
We use Australia Post for all our orders. Shipping times vary between states and between metro and rural areas. Standard (Parcel) Post generally takes 3-10 business days for most states (longer for rural areas). Express Post will get there much quicker, between 1-3 business days. You can get a delivery time estimate from Australia post by entering our postcode 5009 and your postcode here.
How much will my shipping cost?
Standard (Parcel) shipping for metro orders is $4 and shipping to non-metro and country areas will cost $7. Express shipping for metro areas is $9 and for non-metro/country areas it is $12. To see whether your location is considered as non-metro/country check out our blog here.
What is priority processing?
Priority processing means your order will be moved to the front of the line and it will be packed and processed ahead of standard orders. Priority processing is $2 for metro orders and is free for non-metro/country orders.
How do I track my order?
Once your order is shipped you will receive a shipped confirmation email. This will include an Australia Post tracking code. You can then enter the code on the Australia Post website to see your tracking information. You can enter your code here.
We also have a blog and video that may help here.
Where do your beans come from?
We source our beans primarily from India, Colombia and Mexico, with everything we use being certified Fairtrade. Different beans and unique roasting techniques are used to get each blend the way we like them in terms of flavour, body and intensity.
How do I reset my machine to factory default?
For information on how to reset your Nespresso®* OriginalLine machine click here.
For information on how to reset your K-fee®* machine click here.
For information on how to reset your Caffitaly®* machine click here.
Should I descale my machine?
The quick answer is yes, and it should be done every 2-3 months. This will make your coffee taste better and keep it working for longer. For more information on how to descale your machine and why it is important, check out our blog here.
How do I clean and maintain my coffee pod machine?
The best way to clean out your machine is to descale it. We have a blog on how to do this here. However, each type of machine can also have the front section cleaned. This will remove any residual coffee and keep your coffees tasting great!
For information on how to clean your Nespresso®* OriginalLine machine’s grid plate click here.
For information on how to clean your K-fee®* machine’s spout click here.
For information on how to clean your Caffitaly®* machine’s spout click here.
Sometimes my coffee spurts out of the pod, is this normal?
Yes, this is perfectly normal. Coffee gives off natural gases after being both roasted and ground. As our pods are air-sealed within seconds of being filled, the coffee can continue to release a small amount of gas while in the sealed pod. When the pod is ‘popped’ by the machine during extraction it can cause a small burst of coffee as the pressure is released. Perfectly normal and a sign that the coffee is nice and fresh. If you do have any worries feel free to call us on 1800 875 495.
How should I dispose of my pods?
All of our pods are biodegradable. They have additives which help the plastic break down at an accelerated rate. For this accelerated breakdown to happen it’s best for them to go in the normal bin and to landfill, where they will break down over a period of 2-3 years (as opposed to around 30 years for a non-bio pod).
For more information see our blogs:
Can I put my used pods in the compost bin?
No, the pods are biodegradable, not compostable. Our blog goes into more in-depth detail here.
Biodegradable vs Compostable. What’s the difference?
Our blog goes into more in-depth detail here.
How do you make your decaf coffee?
We use the Mountain Water Process (a Mexican variation of the Swiss Water Process) which removes 99.9% of all caffeine. For more info see our blog here.
What are the ingredients in your Hot Chocolate pods?
We list the nutritional information for our Hot Chocolate pods here.
Do your pods contain gluten?
Whilst none of our pods are made with ingredients containing gluten, we aren't able to state that they are 100% gluten free. This is because they are made in a facility that processes gluten, so there is the possibility of cross-contamination.
How do I edit my subscription?
To edit your subscription, you will first need to login into your account. You can then click the ‘Edit Your Subscription’ button at the top right of the account dashboard page or by selecting your subscription in the left menu. For more help with this see our blog here.
How do I add a chocolate wafer cup to my subscription?
To add a chocolate wafer cup to your subscription you will first need to login into your account. You can then click the ‘Edit Your Subscription’ button at the top right of the account dashboard page or by selecting your subscription in the left menu. You can then click the box under the heading ‘Recurring Treats’. For more help with this see our blog here.
If you’ve got the Q, we’ve got the A! Welcome to our FAQ’s section, where there’s no question too silly to answer (unless the Q is: do we do coffee?). Read on to see if we can help you out ASAP; chances are we’ve already got an answer to your question here.
COMPATIBILITY
WHICH MACHINES ARE URBAN BREW PODS COMPATIBLE WITH?
Urban Brew Nespresso®* pods are compatible with the following machines:
- DeLonghi / Breville Nespresso®* OriginalLine machines, including Le Cube, all Essenza models, all Citiz models, all Pixie models, all Lattissima models, all Creatista models, Maestria and Inissia coffee machines.
- Wacaco minipresso and nanopresso machines.
- LÓR - Phillips Barista machines including Pianoi Noir, Piano Milk and Premium Milk.
Urban Brew Caffitaly®* and K-fee®* pods will work with the following machines:
- K-fee®* Titanium, Wave and Twins machines.
- Caffitaly®* S24, S23, S22 machines.
For more information about different coffee pod systems and the machines we cannot guarantee compatibility with, check out our blog by using the button below:
CAN I USE COMPATIBLE PODS IN MY NESPRESSO ORIGINAL LINE MACHINE?
Our pod technology is designed in such a way to complement Nespresso®* Originalline machines, not work against them. In fact, we have sold over 50 million pods and have never caused an issue with a machine. Nespresso®* wants you to keep purchasing their pods, which is why they claim this. However, the truth is that all of the main mechanics of a Nespresso machine are in the back of the machine and do not come into contact with the pod, so there is very little risk of a pod causing damage.
WHAT ARE THE DIFFERENCES BETWEEN NESPRESSO'S PODS AND YOUR COMPATIBLE PODS?
Both Nespresso's pods and our compatible pods contain the same contents: coffee grounds wth no additives. However Nespresso's pods use aluminium, we feel this isn't the best material environmetally. Therefore our pods' shell is made from a biodegradable plastic and will be compostable soon. Our pods also use a pressure activated click bottom whereas Nespresso pods are pierced on the bottom.
WHY DON'T YOU PRODUCE AND SELL NESPRESSO VERTUO PODS?
Unlike the OriginalLine of Nespresso pods, the VertuoLine design is proprietary and protected by a legal patent. This means that third-party pod manufacturers (like us) are unable to design a similar style of pod. This proprietary design includes a barcode on the pod’s rim. The Vertuo machine reads this barcode, calibrating the temperature and extraction to suit the type of pod. These barcodes are also difficult to reproduce.
OUR PODS
HOW DO YOUR URBAN BREW COFFEE BLENDS COMPARE TO OTHER BRANDS?
It's hard to make direct comparisons between our coffee blends and other brands as we all use different coffee beans, blends and roasting techniques. Whilst all brands use different grading systems for their intensities, the numbered intensity rating is the best rough guide for which one of intensities you may enjoy. For more information on our blends see our blog by using the button below:
WHERE DO YOUR COFFEE BEANS COME FROM?
We source our beans primarily from India, Colombia and Mexico, with everything we use being ethically sourced. Different beans and unique roasting techniques are used to get each blend the way we like them in terms of flavour, body and intensity.
ARE YOUR PODS AUSTRALIAN MADE?
We are massive advocates for Australian-made products and, whilst we roast and package our products here in SA, we do source raw materials from overseas. Unfortunatley, these materials aren't manufactured in Australia and we still need to rely on other counrties to supply to us. However, that being said, we are working towards becoming 100% Australian-made.
HOW DO YOU MAKE YOUR DECAF COFFEE?
We use the Mountain Water Process (a Mexican variation of the Swiss Water Process) which removes 99.9% of all caffeine.
HOW LONG CAN I STORE MY PODS?
For Nespresso pods, if your home compostable pouch is unopened, the pods have a shelf life of 24 months. Once the pouch is opened we recommend you consume within 6 weeks for optimal freshness. For Caffitaly and K-Fee pods, pods have a best before of 12 months from production. Never want to run out of Urban Brew pods? Try our Subscribe and Save option.ARE YOUR PODS GLUTEN FREE?
Our coffee pods only contain ground coffee beans and are gluten free. Our chocolate pods don't contain any gluten but we do hav the following allergen statement - some ingredients are made in a facility that processes gluten, egg, milk and soy. Whilst all machinery is throughly cleaned, we are unable to state that these chocolate ingredients are 100% free of any trace of gluten.
CAN YOUR PODS LEAK TOXINS?
Our pods are made from a BPA-free material that doesn't leak any toxins when exposed to hot water. This is also food grade and can withstand high temperatures and high pressures.
ORDER AND DELIVERY
HOW MUCH DO YOUR PODS COST?
HOW MUCH WILL MY SHIPPING COST?
HOW LONG WILL MY DELIVERY TAKE?
We use Australia Post for all our orders. Shipping times vary between states and between metro and rural areas. Standard (Parcel) Post generally takes 3-10 business days for most states (longer for rural areas). Express Post will get there much quicker, between 1-3 business days. You can get a delivery time estimate from Australia post by entering our postcode 5009 and your postcodehere.HOW DO I TRACK MY ORDER?
You can enter your order's tracking number on the Australia Post website.WHAT IS PRIORITY PROCESSING?
Priority processing means your order will be moved to the front of the line and it will be packed and processed ahead of standard orders. Priority processing is $2 for metro orders and is free for non-metro/country orders.WHY DO YOU USE AUSTRALIA POST FOR SHIPPING?
We have tried multiple different couriers and found Australia Post has given us the best experience and has the best coverage across Australia. Meaning it delivers to the largest amount of suburbs and regions.
ENVIRONMENT
WHAT ARE YOUR COMPOSTABLE PODS MADE FROM?
WHAT IS THE BEST WAY TO DISPOSE OF YOUR PODS?
HOW LONG DO YOUR COMPOSTABLE PODS TAKE TO BREAKDOWN?
WHAT IS THE DIFFERENCE BETWEEN BIODEGRADABLE AND COMPOSTABLE?
TIPS AND TRICKS
HOW TO MAKE THE BEST-TASTING COFFEE WITH URBAN BREW PODS?
To get the absolute best extraction from our pods, we strongly recommend using the short shot button on your coffee machine. This provides the perfect amount of water to extract the best elements of the coffee (oils, aroma and flavour). Using the lungo button can adversely affect the pod extraction and should only be used with specific lungo pods (something we do not currently offer). For more info on how to make the most of our coffee, see our other blogs below:
HOW DO I EDIT MY SUBSCRIPTION?
To edit your subscription, you will first need to login into your account. You can then click the ‘Edit Your Subscription’ button at the top right of the account dashboard page or by selecting your subscription in the left menu and then selecting the Edit link. For more information check out our in-depth tutorial blog by using the button below:
HOW DO I MAKE A LONG BLACK WITH YOUR PODS?
For the best-tasting long black coffee, use two or more pods with the short shot button and then top up with boiling or hot water (eject the pod and run your coffee machine without a pod in it).
Alternatively you can use our Long Shot pod. Which has an intensity of #8 and is made specifically for use with the long shot or lungo button.
HOW DO I ADD A RECURRING WAFER CUP TO MY SUBSCRIPTION?
To add a chocolate wafer cup to your subscription you will first need to login into your account. You can then click the ‘Edit Your Subscription’ button at the top right of the account dashboard page or by selecting your subscription in the left menu. You can then click the box under the heading ‘Recurring Treats’. For more help with this see our blog here.SHOULD I DESCALE MY MACHINE?
The quick answer is yes, and it should be done every 2-3 months. This will make your coffee taste better and keep your machine working efficiently for longer. For how to descale your machine check out our blog by using the button below:
HOW DO I CLEAN AND MAINTAIN MY MACHINE?
The best way to clean out your machine is to descale it. We have a blog on how to do this here. However, each type of machine can also have the front section cleaned. This will remove any residual coffee and keep your coffees tasting great!HOW DO I RESET MY MACHINE TO FACTORY DEFAULT?
For more information on how to reset your machine see our blogs below:
SOMETIMES MY COFFEE SPURTS OUT, IS THIS NORMAL?
Yes, this is perfectly normal. Coffee gives off natural gases after being both roasted and ground. As our pods are air-sealed within seconds of being filled, the coffee can continue to release a small amount of gas while in the sealed pod. When the pod is ‘popped’ by the machine during extraction it can cause a small burst of coffee as the pressure is released. Perfectly normal and a sign that the coffee is nice and fresh. If you do have any worries feel free to call us on 1800 875 495.
QUESTIONS? QUERIES? WANNA SAY HEY?
Send us an email at hello@urbanbrew.co,call us on 1800 875 495, or text us on 0408 030 947. We are happy to help!
Be happy,
Toby Strong (aka The Podfather)
Founder & Customer Happiness Specialist