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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 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.
Why am I receiving an SMS from 3863?

3863 is HelloFresh New Zealand’s official sender ID for SMS communications. These messages may contain important updates, notifications, or promotions related to our services.

Is an SMS from 3863 legitimate?

Yes, any SMS you receive from sender ID 3863 is officially from HelloFresh and is not spam. If you receive a message from this sender, you can trust that it is genuine.

What kind of messages will I receive from 3863?You may receive service updates, special offers, or important account-related information. We do not send unsolicited messages, and all communications are relevant to our customers.

Who can I contact for more information?If you have any questions or concerns, please reach out to our customer support team via our chat here

I just a payment reminder, what do I do?

This means we were unable to process payment for a delivery you received. We'll attempt payment three times before your delivery. If we're unable to take the payment successfully we'll send an email and SMS with a link to pay.

If you would like to pay now click here. You'll be able to see all unsuccessful payments, and pay by clicking 'Proceed to Payment'. You can also update your payment method if needed.

Couldn't find the information you were looking for? Click here to get in touch with us.

Where do you source your produce?

At HelloFresh, we source seasonal quality ingredients directly from New Zealand producers and suppliers wherever possible. We know it's important for you to know where your food comes from, and exactly what goes into it. Click here for more information.

Do you have the nutritional value of each recipe?

Yes! Our recipes include information on the amount of energy (KJ), carbohydrates, protein and fats & salt in each meal, which you can find printed on the recipe card or alongside the recipes online.

Any allergens are included on the recipe cards and online, and further information about the ingredients can be found here.

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