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Meal planning made easy

You can skip a week or cancel at any time

Meal planning made easy

You can skip a week or cancel at any time

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.

Recipes & Ingredients

I have a missing ingredient

We're sorry to hear that.

First, please double check your box, including the cool pouch. The cool pouch is separate to the meal kit bags and contains all your cold ingredients like dairy and meat.

If it looks like an ingredient is still missing or packed incorrectly, please log the issue here so we can make this right.

I'm not happy with the quality of an ingredient

We're sorry to hear you've received an ingredient that is not up to the high standards we expect.

We take all these cases seriously and will be sure to make it up to you. Please log the issue here so we can take note of what has happened and compensate you for any ingredients that didn't meet your expectations.

Which meals am I getting?

You can view your upcoming menus in your online account by clicking the button below:

Select Meals

Which menu preference should I choose?

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 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. These delicious recipes all have less than 650 calories and under 30g of carbs per serve.

Pescatarian: This plan is perfect for you if you want to catch all of our delicious seafood and veggie recipes in your box.

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.

Other preferences are available if you would like to avoid a certain protein type:

  • No Pork & No Fish

  • No Pork

  • No Fish

  • No Beef

How do I change my menu preference?

To change your menu preference, simply follow the instructions below:

On the HelloFresh app (via your phone):

  • On the app homepage, go to ‘Settings’ in the bottom right corner of the page
  • Select the ‘Edit’ button on ‘Plan Settings’
  • Select your menu preference from the drop down menu
  • Scroll down to save your changes!

    On the HelloFresh website (via desktop/computer):
  • On the website homepage, look for your name in an icon in the top right corner of the page. Click here and select ‘Account Settings’ in the drop down menu
  • Under 'Plan Settings', select your menu preference from the drop down menu
  • Remember to save your changes!

Why have some of my ingredients been substituted?

Each week, we search the nation for the freshest produce available. When we're unable to source an ingredient that meets our high-quality standards, we'll swap it for something just as tasty. Don't worry - your recipe will still taste just as delicious! We’re sorry about any inconvenience caused and are working hard to ensure you receive appropriate substitutions. We appreciate your understanding and flexibility.

Do you cater for my dietary requirements?

We understand it can be tricky to cater to a household of different requirements, so our Food Info page is here to save the day! You can find all the allergen information for your ingredients here.

Gluten Free
We offer recipes on our weekly menu that do not include 'bread or pasta; these come under the ‘No Bread or Pasta’ menu preference. 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.

At this stage we don't have a purely paleo, vegan or keto meal plan available. However you can always select your meals each week and we have a diverse range of plant based recipes. This should allow you to align your HelloFresh with your dietary needs. We also find a little tweaking will allow you to enjoy HelloFresh with your Paleo or Ketogenic diet!

At this stage, some of our meat suppliers are certified Halal whilst others are not, so we are unable to guarantee a meal plan suitable for those following a Halal diet.

Keep in mind, the ingredients are separately packed and clearly labelled so you have the opportunity to omit or substitute any ingredient that you can't, or don't want to eat. Many of our customers with special dietary needs in the family find that our HelloFresh boxes work well for them!

Where can I find a list of allergens?

You can find allergen and ingredient information on our Food Info page.

Always read product labels for the most up-to-date allergen information. If you have received a substitute ingredient, please be aware allergens may have changed.

Why does my chicken smell funny?

Our chicken is packaged depending on your box type:

Cryovac: This means your chicken is vacuum sealed for freshness purposes. Some oxygen is removed from the packaging to preserve the quality. This can cause a sulphur or ""eggy"" smell when opened. All you need to do is open up the package and allow it to sit for a couple of minutes before cooking.

Tray: Our trayed chicken does not contain any chemicals to prolong its shelf life. When you open the packaging, you may experience a confinement smell upon opening. Don't be concerned – the meat is perfectly safe to consume and this odour will dissipate. All you need to do is open up the package and allow it to sit for a couple of minutes before cooking.

Should you have any concerns about the quality of your chicken, please get in touch with us.

Are all ingredients sourced from Australia?

At HelloFresh, we source seasonal quality ingredients directly from Australian 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.

How can I keep my ingredients fresh?

Our veggies arrive to us from the markets and our suppliers, and should always stay fresh for the course of the week. Of course, leafy ingredients like baby spinach, coriander, watercress or parsley are more fragile and we suggest you use these sooner rather than later. For tips on how to store your leafy green herbs, check out this advice from our Head Chef Tom.

Our meats have different expiry dates and are fine to consume up until, and including, that day. We use Cryovac technology to package a lot of our meat products, which doesn't use any nasties or chemicals to prolong shelf life. For this reason, fresh air is trapped inside and can occasionally give a confinement odour to the meat once opened. Don't be concerned – the meat is perfectly safe to consume and this odour will dissipate once the meat is left open in the air for 5-10 minutes before using it.

We recommend you eat your chicken and seafood first, and after that pork and red meats like beef and lamb. If you know you won't be home to cook, or only want to prepare part of your meal, our chicken, red meat and pork are safe to be frozen providing the product label does not state otherwise.

What's the best way to store my fresh herbs?

Herbs are more delicate than veggies. They need to be stored and cared for properly! First of all, keep your herbs in their sealed bag. We use special bags which work by removing harmful gases to keep your herbs fresher for longer, so it’s a good move to keep them sealed in there for as long as you can.

Leafy Herbs (coriander, parsley, dill)
Once opened, they should be kept moist, cool but not cold. Lay out the herbs, (making sure they’re dry) on a damp clean chux cloth or paper towel. Place the herbs inside and roll up the herbs within the damp cloth. Place in a zip lock bag and refrigerate. Wet the cloth when it dries out and this method should keep your herbs fresh for two weeks!

Woody Herbs (rosemary, thyme)
To keep them fresh, lay them out on a dry chux cloth, roll up in the cloth and store in a plastic sandwich bag in the fridge. This method should get you 2-3 weeks of fresh herbs. Keep your herbs at the front of the fridge, so you won't forget they're there and so they are not too close to the cooling unit, which will make them wilt!

Store basil in a few inches of water in a jar or a glass and keep out of direct sunlight. This method should keep basil fresh for two weeks, and prevents the leaves from blackening (which can happen in a very cold fridge).

Are the ingredients organic?

At HelloFresh, although we use mostly conventional produce rather than organic, we do try and source our ingredients from ethically responsible suppliers and will always try and source Australian produce wherever possible. We pride ourselves on providing our customers with only fresh quality ingredients.

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.

Which recipe should I cook first?

That's entirely up to you, but we do advise you cook the seafood/fish, chicken and pork recipes first so they are at their freshest. You'll see the "eat me first" symbol on the bottom left-hand corner on your recipe card.

How can I give feedback on the recipes?

We love hearing your feedback! In fact, we use it in the recipe development process to make sure our recipes are always to your liking. Each week, we send an email asking you to rate your recipes from the previous week. The email will link you to our website where you can give each recipe a score and provide any additional feedback. Alternatively, you can rate your recipes through the HelloFresh app or on the 'Past Deliveries' page.

Be sure to give your favourite recipes 4 stars so we can ensure to bring back those customer favourites from time to time!

Can I see 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.

I'm missing a recipe card

We're sorry to hear you're missing a recipe card, but don't worry, we've got you covered. Our recipe cards are stored in our recipe archive and on your weekly menu. Simply click here and select the meal you'd like to cook. You can even download a printable PDF.

Alternatively use our app. Just select the meal you want to cook and scroll through the cooking stages. It even includes a built-in timer!

What staple items do I need in my pantry?

Before you start cooking, you’ll just need to check your cupboard for a few pantry staples. It’s no biggie! They’re all common household ingredients such as salt, pepper, vinegar and oil so chances are you’ll already have them.

If you're ever unsure of what pantry items you will need for your recipes, you can always log in to your online account or your HelloFresh app and click on your menu to check these out in advance.

Missing an ingredient from your pantry? Here are some alternatives that'll have you cooking in no time:

  • Olive oil - grapeseed oil, canola oil, rice bran oil, sunflower oil, peanut oil
  • Balsamic Vinegar - red wine vinegar + a pinch of sugar, white wine vinegar, apple cider vinegar
  • Brown Sugar - white sugar, caster sugar, dark brown sugar
  • Butter - olive oil, olive oil spread, margarine
  • Egg - you can use mayonnaise to help crumb!
  • Flour - plain flour, self-raising flour, white spelt flour, oat flour, chickpea flour
  • Salt - any salt you can find! Sea salt flakes, salt blends
  • Sesame oil - peanut oil
  • Soy Sauce - tamari soy sauce
  • White Wine Vinegar - apple cider vinegar, rice wine vinegar
  • Rice Wine Vinegar - balsamic vinegar, white wine vinegar, apple cider vinegar

What are Sides and how do they work?

Hungry for more? Make mealtime go even further by adding Veggies & Roots, a Seasonal Salad or Cheesy Garlic Bread to complement your meals.

Sides are available from an additional $5.99 per serve.

Don't forget to make any menu additions before your weekly order cut-off. To see a full map of delivery days and the associated order cut-offs, click here so you can choose what suits you best!

Has my meat/fish been frozen prior to delivery?

If your meat or fish is labelled “Do not freeze. Product must be fully cooked before consumption” it means the meat/fish has been frozen prior to delivery. This is due to recent protein sourcing challenges across the food supply chain. Rather than substituting a main ingredient for a different product, where necessary we use our frozen proteins that are been stored in our warehouse.

Rest assured, food safety is our top priority and we always follow the same strict quality assurance standards as with all of our ingredients. As with all proteins (fresh or frozen), your meat or fish will have a use-by date on the label, and it is safe to consume up until (and including) this date.

Couldn't find the information you were looking for?

Do you want to report an ingredient or recipe error?

Contact us here.

Do you have a question regarding your subscription, billing & payments, substituted or missing ingredient / meal?

Contact us here. Type your question into Chef, our virtual assistant. Chef can quickly find the answer you need or help connect you to an agent.

Where is HelloFresh based in Australia?

HelloFresh currently supplies millions of meals every week from two distribution centres in Sydney and Perth.

What is HelloFresh customer service phone number? How do I get in touch with HelloFresh?

1. +61 2 8188 8722 2. 5-13 Queen St. Chippendale New South Wales 2008 Australia. Chippendale.

Make home cooking easy with HelloFresh

Not sure what to make for dinner? Receive the most delicious easy-to-cook meals at your door every week. Packed to stay fresh, our meal kits fit perfectly into your fridge and come with super easy recipes that turn out amazing every time.
Not sure what to make for dinner? Receive the most delicious easy-to-cook meals at your door every week. Packed to stay fresh, our meal kits fit perfectly into your fridge and come with super easy recipes that turn out amazing every time.