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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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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 have I been contacted by a third party debt collection agency

If you have received contact from a collections agency, it means you have an outstanding amount owing for your deliveries. When a payment is unsuccessful, we will attempt to take payment three times in total. In addition to this, we will also always contact you to follow up with multiple payment reminders before referring you to our collection agency.

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. Alternatively, you can follow the steps provided from the collections agency.

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.

What is the bookmark icon?

The HelloFresh Cookbook is essentially your own digital kitchen, letting you save your favorite recipes from all over the web—Instagram, TikTok, and more—right here in your app. To learn more, click HERE.

Please note, this feature can only be accessed on the HelloFresh App.

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.

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