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Frequently Asked Questions

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

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How does HelloFresh work?

We’re a meal kit delivery service designed to make dinnertime simply delicious! How do we do this? By delivering fresh, seasonal ingredients and easy-to-follow recipe cards right to your door, making it quick and easy for you to cook wholesome dinners the whole household will love!

You select your meals to create your perfect menu, and we’ll deliver the exact amounts of everything you need to make the meal. You’ll just need to have a few pantry staples on hand (don’t worry - it’s just basic things like salt, pepper and oil). We run a flexible subscription, so there’s no scary lock-in terms or cancellation fees. And the best part? You can manage your account on the go via our free HelloFresh app.

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.

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What's in the box?

In addition to receiving easy-to-follow recipe cards with step-by-step instructions, you’ll also receive all the pre-portioned ingredients you need to make each meal.

Your protein, dairy and condiments are packed in our cool pouches with ice packs to keep cool in case you're not home when your box arrives!

There may be some things you need to keep handy, such as salt, pepper, water and oil. These are things you will usually have in the pantry, and if you're ever unsure of what pantry items you will need for your recipes, you can always log in to your online account or your HelloFresh app and click on your menu choices to check these out in advance.

How do I remove one of my saved recipes?
Cleaning out your digital pantry? No problem! Just tap the Bookmark icon to view your recipes, select the one you’d like to remove, and tap the Trash bin icon. Don't worry, if you change your mind later, you can always re-import it!
How do I redeem my free treat each week?

To redeem your free treat each week, simply follow the steps below:

  1. First, log in to your account online via www.hellofresh.co.nz
  2. Once logged in, click on the 'My Deliveries' tab on the upper left, and you'll see the menu and delivery week.
  3. Click the ‘Change Meals’ button to select your recipes then press ‘Continue’.
  4. Next, you’ll be shown the ‘Free Add-Ons for Life’ section where you can add one of our delicious treats to your order for free!
  5. Don’t forget to click ‘Confirm Order’ on the upper right to save your selection.

    Please note that you will need to manually add your free treat each week - these will not automatically be added to your weekly order

    Also a quick reminder! This offer is not valid once your subscription has been cancelled and will be removed from your account.
How do I swap/choose meals?

So you’ve ordered your box. Now for the fun part! Click here to choose your meals and create your perfect menu.

Just make sure you choose your recipes before your weekly order cut-off. You can find your weekly order cut-off in the ‘My Deliveries' section of your account.

Which menu preference should I choose?

The menu preference you choose simply determines which of our delicious recipes are pre-selected for you and appear at the top of your menu selection page, you will still have access to our full choice of 33 recipes each week. So, which menu preference suits your household?

Meat & Veggies: The perfect all rounder; designed to suit a variety of tastes with a range of different proteins, carbs and veggies.

Vegetarian: Add more veggies into your week and still serve up delicious and satisfying meals everyone will love.

Family Friendly: Win over tastebuds of all ages with crowd-pleasing flavours.

Calorie Smart: These wholesome recipes are still full of delicious flavour, just with less than 650 calories per serve.

Quick & Easy: Perfect for those wanting dinner to fit around a busy lifestyle or those who simply want to spend less time in the kitchen. Our Quick meals are simple and ready in less than 25 minutes and our Easy recipes have just 4 steps and involve less prep and less cleaning.

Carb Smart: The easy way to enjoy a lighter option, with less carbs and more veg.

Protein Rich: Up your daily protein intake with recipes packed with protein and flavour.

Flexitarian: Mix up your week with a delicious combination of vegetarian and meat recipes.

Why do you not have the Naturally Gluten Free tag anymore?

HelloFresh cannot continue to use ‘Naturally Gluten Free’. This is due to compliance reasons according to Food Standard Code.

However, we have not removed any of the recipes that we previously used this tag on. You can find the same weekly collection of recipes if you select our new preference ‘No Bread or Pasta’. These recipes will suit customers with dietary restrictions or who are looking to reduce their gluten intake; however they are not labelled as or classified as gluten-free due to risks of cross-contact in grain farming and production facilities. This means they are not suitable for coeliacs to consume.

Do you still have Gluten Free recipes on the menu?

HelloFresh cannot label our recipes with ‘Gluten Free’. This is due to compliance reasons according to Food Standard Code.

However, we have a number of recipes that do not include bread or pasta. These recipes will suit customers with dietary restrictions or who are looking to reduce their gluten intake; however they are not labelled as or classified as gluten-free due to risks of cross-contact in grain farming and production facilities. This means they are not suitable for coeliacs to consume.

What staple items do I need in my pantry?

Before you start cooking, you’ll just need to check your cupboard for a few pantry staples.

  • Olive oil
  • Vinegar (white, rice or balsamic wine)
  • Sugar (brown, white)
  • Butter
  • Milk
  • Egg
  • Flour (plain, wholemeal)
  • Salt
  • Pepper
  • Cracked Black Pepper
  • Soy Sauce
  • Tomato sauce
  • Maple or Agave Syrup
  • Bicarbonate of Soda
  • Honey
  • Fish Sauce
  • Cinnamon

    If you're ever unsure of what pantry items you will need for your recipes, you can always log in to your online account or your HelloFresh app and click on your menu to check these out in advance.
Which recipe should I cook first?
That's entirely up to you, but we do advise you cook the seafood/fish, chicken and pork recipes first so they are at their freshest. You'll see the "eat me first" symbol on the bottom left-hand corner on your recipe card.
How long does it take to cook HelloFresh recipes?

This will depend on the recipe, but we know you're busy so we try and keep the cook times as short as possible. Most of our recipes take only 30-40 mins from prepping to eating, but you can always make your own adjustments.

If you're short on time, you can add a preference for our 'Quick & Easy' recipes in your Account settings, and we will select the quickest recipes for you each week.

Which meals will be in my box?

That's your choice! If you can't wait to see what's arriving in your next box, jump online and click on 'My Deliveries' to see what's coming up. Check out next week using the arrows at the top of the page. This is where you can also make changes to your recipe choices before the weekly cut off.

Not a customer yet? Click on 'Our Recipes' on the top navigation bar and select 'next week' to see what's coming up. You can check out all the upcoming meals. Don't forget - you can also view the upcoming recipes through the app.

How can I give feedback on the recipes?
We love hearing your feedback! In fact, we use it in the recipe development process to make sure our recipes are always to your liking. Each week, we send an email asking you to rate your recipes from the previous week. The email will link you to our website where you can give each recipe a score and provide any additional feedback. Alternatively, you can rate your recipes through the HelloFresh app.
What am I supposed to do with the packaging?
  • Cardboard box: Your box, recipe cards, meal kit bags (including stickers) and any cans you receive with your meals are all recyclable

  • Ice Packs: The ice packs are perfect for reuse in your chilly bin or cooler bag. Otherwise, simply dispose of the water-based gel in your general waste, you can then recycle the outer layer through Soft Plastics New Zealand. To locate your nearest drop off location visit https://www.recycling.kiwi.nz/store-locator.

  • Plastic Wrappers: The plastic wrappers used for your meats, salads and herbs help to keep them fresh and hygienic. These can also be recycled through Soft Plastics New Zealand. To locate your nearest drop off location visit https://www.recycling.kiwi.nz/store-locator.

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