Frequently Asked Questions
Click on a category below to view all questions & answers.
- Coffee
- Machines
- Cups and Accessories
- Orders
Can I use espresso-ground coffee in a moka pot, and vice versa?
Espresso‑ground coffee is ideal for home espresso machines but can also be used in a moka pot. For best results, we recommend using moka‑specific grind, which is slightly coarser than espresso.
What is the difference between moka-ground coffee and espresso-ground coffee?
The main difference is grind size: espresso is finely ground, while moka has a medium grind which allow for a slower extraction in a traditional moka pot.
Can moka-ground coffee be used in an espresso machine?
No, it’s not recommended. Moka grind is too coarse for proper espresso extraction and will result in a weak, watery coffee.
What is the difference between illy Classico, Intenso, and Forte?
Classico offers a smooth, velvety taste with caramel, orange blossom, and jasmine notes. Intenso is more aromatic with cocoa and dried fruit notes and a richer finish. Forte is even bolder, with toasted bread and dark chocolate notes. All are 100% Arabica.
How should I store illy coffee after opening?
After opening, store the coffee in a cool, dry place, away from light and heat. For ground coffee and whole beans, refrigeration is recommended.
How long can coffee be stored?
illy coffee packaged in a protective atmosphere stays fresh until the date indicated on the tin. After that date, the coffee may lose some of its aroma and freshness, but it remains safe to consume.
Can expired coffee still be used?
For the best taste experience, we recommend consuming illy coffee by the date indicated on the packaging. After that date, the coffee may lose some aroma and freshness, but it remains safe to consume.
Where is illy coffee produced?
illy coffee is produced and packaged at the illycaffè S.p.A. facility in Trieste, Italy.
Does illy coffee contain Robusta?
No. illy coffee is 100% Arabica, ensuring sweeter taste, complex aroma, and less bitterness compared to blends containing Robusta.
What types of Iperespresso capsules are available?
Iperespresso capsules are available in Classico, Intenso, Forte, Decaffeinato, and the Arabica Selection varieties.
What is the difference between an Iperespresso capsule and an Espresso & Coffee capsule?
The Iperespresso capsule is ideal for authentic Italian‑style espresso, while the Espresso & Coffee capsule is perfect for filter coffee and is compatible with the Y3.3, X7.1 and X1 Anniversary ECO Mode machines.
Where do illy coffee beans come from?
The beans come from high-quality Arabica plantations selected in more than 20 countries worldwide.
Can Iperespresso capsules be used with all machine models?
No. Iperespresso capsules work exclusively with Iperespresso machines only.
Are X-Caps compatible with all machine models?
No. X‑Caps capsules are compatible only with X‑Caps machines.
What is Arabica Selection?
Arabica Selection is a curated range of specific Arabica origins that form illy's unique blend. Each origin contributes its own distinctive aromatic profile.
What is pressurisation?
It’s a packaging method that preserves aroma and enhances coffee quality over time by replacing oxygen with nitrogen at a pressure higher than atmospheric.
In which formats is illy decaffeinated coffee available?
Decaffeinated coffee is available as Iperespresso capsules, compatible capsules, X‑Caps, E.S.E. pods, espresso and moka ground coffee, beans, and Instant coffee.
Does the caffeine level change depending on the coffee intensity?
No, the caffeine level does not change based on the coffee’s intensity. The amount of caffeine in a cup of coffee mainly depends on two factors: the botanical species of the coffee — with Robusta naturally containing more caffeine than Arabica — and the brewing method used. Water temperature and extraction time play a significant role; in general, the longer the water stays in contact with the coffee, the more caffeine is extracted.
How many grams of coffee are needed for an espresso?
The ideal dose for an espresso is 7–7.5 grams.
Does the caffeine level change depending on the preparation method?
Yes, different brewing techniques result in highly variable caffeine content in the cup, depending on factors such as water temperature and extraction times.
What is the best way to prepare coffee with a moka pot?
1. Fill the base with cold water up to the level of the valve, without exceeding it, and insert the filter.
2. Fill the filter completely with ground coffee, without pressing it, and level it using the handle of a teaspoon.
3. Make sure the filter and the rubber gasket are correctly positioned. Screw the two parts of the moka pot together tightly.
4. Place the moka pot on the stove over low heat.
5. Remove the moka pot from the heat as soon as the flow of coffee begins to separate from the extraction column, just before you hear the gurgling sound. This ensures that only the noblest components of the coffee are extracted.
6. Stir the coffee with a teaspoon before pouring it into the cups.
7. Serve the coffee.
How can I contact illy customer support if my machine is under warranty?
You can contact illy customer service by calling the provided number +44(0)1604 821234 or by email: customerCareUK@illy.com
Where can I find the user manual for my illy machine?
You can find your machine’s user manual on the website.
Are you a professional needing specific machine information?
You can reach the professional support team at: info_trade@illy.com
Where can I buy illy machine spare parts?
Original illy spare parts are available in the 'Coffee machine spare parts' section of illy.com.
How do I know if my machine is still under warranty?
The machine is covered by a two‑year warranty. Check your proof of purchase (order, invoice, receipt).
How can I contact illy support if my machine is NOT under warranty?
Please contact your local authorized service center.
What costs are not covered by the warranty?
The warranty does not cover damage resulting from lack of descaling, incorrect voltage use, improper use, or internal modifications. Repairs by unauthorized service centers are also excluded.
Which product should I use to descale my machine?
For pod and ground‑coffee machines, use cleaning tablets to remove coffee oils from the filter and portafilter. For Iperespresso machines, use illy descaling solution. Both products are available in our online shop.
What are illy Art Collection cups?
The illy Art Collection cups are designed by renowned international contemporary artists. Each cup is a collectible art pieces that blend creativity, design and functionality.
Where can I buy illy cups?
illy cups are available on our official website, illy.com, in the “Gifts & Accessories” section. You can also find them at illy Caffès, authorised retailers and selected stores. All available collections can be purchased online.
How do I use the illy milk frother?
Pour cold milk into the container up to the indicated level, select your desired program (hot/cold, dense/light), and press the button. The frother automatically heats and whips the milk to create perfect foam. Clean after each use.
Are illy cups made of porcelain?
Yes, illy cups are made of high‑quality porcelain. This material retains heat, ensures long-lasting durability, and provides an elegant presentation that enhances the coffee experience.
Where can I find coffee‑making accessories?
You can find coffee‑making accessories at the link: Tea & Coffee Accessories - illy
How do I clean stained illy cups?
For stubborn coffee stains, use hot water with baking soda or white vinegar and let it sit for a few minutes before rinsing. For delicate collections, use mild detergents and hand‑wash to preserve decorations.
Can I buy individual illy cups?
Availability of individual cups depends on the collection. Some are sold as sets, while others are available as single pieces. Please check the product page of the collection you are interested in on illy.com.
What is the capacity of an espresso cup? And a cappuccino cup?
Espresso cups hold around 60 ml, while cappuccino cups hold between 150 and 180 ml.
How can I place an order?
You can place an order directly through our website.
How can I modify my subscription order?
You can make changes in the My Account > Subscriptions section by following the steps in the subscription management Guide.
How long does delivery take?
Shipment generally takes place within approximately 2 business days from the date the order confirmation is received, subject to availability of the products ordered. Delivery to the customer usually occurs within around 4 business days from the moment the parcel is handed over to the courier. These timeframes are indicative only and not binding.
Will I receive an order confirmation?
Yes. You will receive an order confirmation at the email address used during checkout.
Can I cancel an order?
It is possible to request the cancellation of an order as long as it has not yet been shipped. We will always do our best to accommodate your request. If cancellation is no longer technically possible, the order will proceed with shipping and a return procedure will be activated automatically. In these cases, our Customer Care team is available to assist you and provide all the necessary instructions for the return.
Can I receive an order abroad?
Products are shipped only within the country associated with the website.
Can I receive an invoice?
Invoices are sent via email.
Can I return a product?
Yes, within 14 days from the delivery date.
How is the refund issued after a return?
Refunds are issued using the same payment method used for the order, within 14 days from the date the returned goods reach our warehouse.
How can I change the frequency or date of my subscription?
You can update your subscription frequency or delivery date from the Subscription Area. Use the “Change date” option to select a new delivery date, or the “Every…Weeks” menu to adjust the shipping frequency. A confirmation email will be sent within 24 hours.
How can I cancel or pause my subscription?
You can pause individual products in your subscription by selecting “Skip” and choosing when deliveries should resume. To remove a product from your subscription, use the “Cancel” option in the product box. If you need assistance with cancelling your entire subscription, our Customer Care team is available to help.
Can I track my order?
You can track your delivery using the tracking link provided in your shipping confirmation email.
The promotion isn’t working
Promotions are valid and can be used only for the products and for the period specified. We invite you to check the terms and conditions in the dedicated section of the Promotion Page.
Can I change the shipping address of my order?
You can request a change of shipping address as long as the order has not yet been handed over to the courier.
