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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 long do refunds take to process?
Once your refund has been applied, please allow 3-10 business days for it to process and appear on your statement.
Are my payment details secure?
Yes! Rest assured, your details are safely and securely updated onto our website, and you will only need to enter these once. We work with the online payment provider 'Adyen' which is certified by both VISA and MasterCard.
Where do you deliver?
We currently deliver to most regions on the North & South Island, you can check the full list here. We are always expanding our geographic scope to provide even more customers with our delicious food, so if we don’t deliver to you yet, please check back here for future updates.
How can I track the delivery of my box?

You will receive a tracking link via SMS which you can follow to check the current status of your delivery. This will be sent from New Zealand Post or Urgent Couriers.

Is it still within your selected delivery window? It may be that your delivery driver is still on their way to you! You can check your selected delivery window here.

If your delivery window has passed and your box still hasn't arrived, please check the tracking link for the latest updates. Otherwise, please click here to get in touch with us and one of our agents will follow up directly with the couriers.

I have a voucher code, why are you charging me $1?
This $1 charge is just a temporary verification fee and will be refunded within 10 days. This applies to all of our orders (even free boxes) so that we can ensure we have current payment details in place for people who are starting an ongoing subscription.
How do I update my payment details?

Changing your payment details is quick and easy through your secure login area, simply click here.

Remember changes to your account 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.

Why was my discounted box cancelled?

We have a limit of one promotional offer per household on your first box, so be sure to read the Terms & Conditions of the voucher you are attempting to claim. If your discount code is only valid for first-time customers and you have enjoyed a HelloFresh box before sadly you won’t be able to use this voucher.

If you already have an existing account with HelloFresh, we may need to cancel your order so you can reactivate your previous account. We’ll let you know via email or SMS if this has happened.

I have a missing ingredient

Due to the extreme weather conditions in New Zealand, some of our suppliers have been affected which has resulted in instances of ingredient substitution or non delivery. When we're unable to source an ingredient, we’ll do everything we can to swap it for something that meets our high quality standards and suits the recipe ordered, while providing you with an update as early as possible. If you do have an ingredient missing in your meal kit, please note that you will be compensated. We’re sorry about any inconvenience caused and are working hard to ensure you receive appropriate substitutions so your dish will be just as delicious. We appreciate your understanding and flexibility as we navigate the current challenges.

Please log the issue here so we can take note of what has happened and compensate you for any ingredients.

Why have some of my ingredients been substituted?
Due to the extreme weather conditions in New Zealand, some of our suppliers have been affected which has resulted in instances of ingredient substitutions. Rest assured, we'll always do this with the recipe in mind and where possible, you will be notified in advance of any changes. We’re sorry about any inconvenience caused and are working hard to ensure you receive appropriate substitutions so your dish will be just as delicious. We appreciate your understanding and flexibility as we navigate the current challenges and work towards returning our service to our usual high standards as quickly as possible.

Managing My Account

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