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Frequently Asked Questions

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

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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

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 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.

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.