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Frequently Asked Questions

Below you will find the answers to the most frequently asked questions about our meal kits.

Self Service Actions

Managing My Account

Is there a deadline for making changes to my order?

All changes (including meal swaps, skipping deliveries, changing your box type and cancelling your subscription) need to be made by the deadline. Payment will be taken the following day, so please ensure your payment details are up to date and that you have sufficient funds in your account.

You can find your weekly order cut-off in the ‘My Deliveries’ section of your account.

What if I missed my deadline?

Life happens, we get it! That’s why we have a 15 hour grace period after your order cut-off where we may still be able to help. Make sure you reach out as soon as possible and we’ll do our best to work some magic - no promises, but we’ll try!

You can chat with one of our friendly agents here. We are available 24/7 and are always ready to help!

How do I update my personal details?

If for any reason you need to change your personal details such as your email address or password, it's easy to do from your online account by clicking here.

Remember, any changes that affect your delivery must be made before your weekly order cut off. You can find your weekly order cut-off in the ‘My Deliveries' section of your account.

Can I skip a delivery?

Yes, absolutely! Just click here and select 'Edit delivery' then ‘Skip this week’. Remember this will only skip the selected week, and deliveries will resume again the following week. To skip for an extended period, you will need to skip each week individually.

Just make sure any changes to your account are made before your weekly order cut-off. You can find your weekly order cut-off in the ‘My Deliveries' section of your account.

How do I cancel my subscription?

We're sorry to see you go! Keep in mind that you can always skip your deliveries or switch to a fortnightly or monthly delivery. See how to skip delivery here.

Cancelling your subscription is easy, you just need to go to follow these steps(please note you cannot cancel through the app only the website):

Log in to your HelloFresh account
Click on your name at the top of the page, and then select 'Settings'
Choose the subscription you'd like to cancel by clicking 'Manage'
Click on 'Cancel my subscription' in the bottom right hand corner
You will see the final screen confirming "Your subscription is now deactivated", then click close to confirm.
You will receive an email confirming your cancellation, please retain this for future reference.

Please note, if you have an active voucher applied to your account it may become void once you cancel your subscription. We don’t want you to miss out so if you just want to take a break, you can always use the 'Skip’ option in your menu selection to skip weeks.

Remember changes to your delivery must be made before your weekly order cut-off. You can find your weekly order cut-off in the ‘My Deliveries' section of your account.

Can I cancel my subscription through the HelloFresh app?

You’re not able to cancel your subscription via the app. Your subscription can be easily cancelled or skipped at any time through the HelloFresh website here.

Please note, if you have an active voucher applied to your account it may become void once you cancel your subscription. We don’t want you to miss out so if you just want to take a break, you can always use the 'Skip’ option in your menu selection to skip weeks.

How do I reactivate my subscription?

We are so happy to hear you're coming back to HelloFresh! To reactivate your subscription click here.

Please take a few minutes to ensure your details are all up to date and correct. Don't forget, if you need to make any changes to your upcoming delivery, make sure that you do so before your weekly order cut-off which you can find in the ‘My Deliveries' section of your account.

Didn't get the info you're looking for? Click here to get in touch with us.

How do I reactivate my subscription on the app?

We are so happy to hear you're coming back to HelloFresh! Reactivating your account through our app is quick and easy.

Just follow the below steps:

Login to your HelloFresh account on the app.

Click 'My menu' at the bottom.

Select 'Reactivate now' next to the subscription you want to restart

Please take a few minutes to ensure your details are all up to date and correct. Don't forget, if you need to make any changes to your upcoming delivery, make sure that you do so before your weekly order cut-off which you can find in the ‘My Deliveries' section of your account.

Didn't get the info you're looking for? Click here to get in touch with us.

How can I see credit on my account?

To see a credit on your account please click here. Scroll down to see your credit balance under the 'HelloFresh Cash balance'.

Can I see my order history?

Yes, you can! To see a breakdown of your order history and invoices click here

Can I send free boxes to my friends and family?

Absolutely! Our free first delivery promotion is an offer that we give our customers to spread the HelloFresh cheer. This promotion will be offered to you when you hit certain milestones in the HelloFresh family.

To check whether you are eligible to send boxes, log in to your account and look on the top right of the page for a button called 'HelloFriends'. Click here and the 'HelloFriends' button will show a little red number in the red dot indicating how many boxes you can send. From here, you select 'Send free box' then enter your friend's email address and they will receive an email from us with your gift and instructions on how they can sign up and enjoy their first box on us!

If you can't see a red dot next to 'HelloFriends', please look out for an email which we will send when this offer is valid for you.

What if I need support?

If you have any questions, please feel free to reach out to us via phone, live chat or Facebook DM by clicking here. Our friendly Customer Care team is available 24/7 and will be more than happy to help.