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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 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.

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.

How do I order a box?

We're so excited for you to become a part of the HelloFresh family! It's really easy to get started. Here are instructions on how to place your HelloFresh order:

  1. Jump onto our website, click on the 'Our Plans' tab and select your chosen plan type.
  2. Check out our menu if you want a little help deciding. Then follow the simple steps to create your account; including choosing your delivery day and time and entering payment details.
  3. Make sure you read and agree to our Terms and Conditions before hitting 'Place your order'. Now the fun part, you can choose your meals!
  4. Look out for your order confirmation and the email on how to manage your account. You're done!

    Welcome to HelloFresh!
How can I see credit on my account?
To see credit on your account please click here. Scroll down to see your credit balance under the 'HelloFresh Cash balance'.
How does HelloFresh hold my data?
To enable you to order from us, we will create a customer account for you after your registration. In order to protect your customer account from access by third parties, we store your username and password, making your account only accessible by you, with your login details. In order for us to deliver the boxes to your door, we store your contact data, order and delivery time, and payment information. You can voluntarily provide your phone number so that we can contact you in case of delays or problems delivering your box. HelloFresh values your privacy, for more information about how HelloFresh processes your personal data please see our privacy policy. If you would prefer we did not have this information, you can request for it to be erased by submitting your request here. This process of erasure can take up to 28 days, but we can assure you that we will no longer keep any of your details or contact you in the future.
How does the HelloFriends program work?

Our HelloFriends program offers you the chance to share free HelloFresh boxes with your friends and family and earn credit in return. They’ll receive a week of free meals and you’ll receive a credit off your next box when they sign up. It's a win-win.

To check whether you are eligible to send boxes you just need to log in to your account and you will see a small gift box with a number on it next to your name at the top right. If you’re using the HelloFresh app, simply choose the ‘HelloFriends’ button at the bottom of the screen. From here, select ‘Share a free box’, enter your friend's email address and they'll receive instructions on how to redeem their freebie.

How do I redeem my HelloFriends credit? Your HelloFriends credit will be applied to your account when your friend signs up to HelloFresh and redeems their free box voucher. Once your friend redeems their free box and places an order, you will receive an email notifying you that your credit is ready to redeem. Simply click the ‘Use Credit’ button and your credit will be activated and automatically apply to your next delivery. If you’re having trouble finding this email, please check your inbox and spam folder.

What do pending HelloFriends credit mean? Under the ‘pending’ balance in the HelloFriends section of your HelloFresh account, you will see a credit for each friend you have sent an email to with the free box promotion.

Please note, the ‘received’ balance will reflect the total credit you’ve received from every referral, not your remaining balance.

When will my payment go through?

You will be charged for your initial order at any time between completing the first order, and the first relevant Order Cut-Off time. You can find the order cut-off for your first delivery in the ‘My Deliveries’ section of your account.

Following the delivery of your first box, your weekly HelloFresh payments are taken the day following your weekly order cut-off.

Please ensure your payment details are up to date and that you have sufficient funds in your account.

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.

Where can I find past recipes?

Do you have a favourite 'go to' HelloFresh recipe or maybe want to impress some friends? Then head to our recipe archive where you can download our delicious recipes. We keep all our recipes stored on our website, so they're there if you ever want to try any of them again.

Just click here. Happy cooking!

Managing My Account

About HelloFresh

My Deliveries

Gift Cards / Vouchers

My Payments

Placing & Editing Orders

Recipes & Ingredients

Sustainability

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