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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.

Deliveries

Are all ingredients safe without the cool pouch?

Yes, your ingredients are perfectly safe in the new cool bags. We’ve tested this approach thoroughly and use refrigerated vans to ensure sensitive ingredients like meat and dairy stay at the right temperature during packing and transit. Once you receive your box, remember to pop your ingredients in the fridge as soon as possible.

For more information, head to our Food Safety FAQs.

How does the new cool bag help the environment?

While our insulated cool pouches are 100% reusable and recyclable, our customers tell us they often get thrown away.

By introducing a new, thinner cool bag we are helping to reduce packaging waste, and lower the environmental impact of packaging production and transport.

What is Eco Deliveries?

At HelloFresh, we’re committed to finding ways to be more sustainable while continuing to deliver delicious, fresh recipes to your door every week.

That’s why, after a lot of testing, we’re introducing Eco Deliveries! Depending on where you live and when you get your box delivered, you may be able to choose to have your box delivered without any ice packs. Your ingredients will stay fresh and delicious, just with less packaging!

This exciting initiative will not only help reduce non-recyclable soft plastics, the weight reduction also reduces the fuel consumption of our delivery vans.

To opt in or out of Eco Deliveries, simply head to your account settings and update your delivery window to suit your preference.

Please note: *This is only available for our customers in Sydney, Melbourne, Brisbane and surrounding areas. While we can’t offer this for now in your area we are constantly reviewing opportunities to expand our delivery offering, so keep an eye out for updates!

Also note, if the forecasted temperature on your delivery day is above 25°C, your delivery will include ice packs to ensure the safety of your ingredients.

Why was my Eco Window Delivery delivered with ice packs?
If the forecasted temperature on your delivery day is above 25°C, your delivery will include ice packs to ensure the safety of your ingredients. Our top priority is the safety of our customers and the quality of the fresh food we deliver. By including ice packs we’re able to ensure your food is kept chilled in transit and that the safety and hygiene of the ingredients are of an exceptionally high standard.
What delivery service does HelloFresh use?
HelloFresh uses Be Cool Refrigerated Couriers Group as our delivery service.
Can my box be dropped over my fence?
Our drivers will not drop items over fences, particularly high or solid fences that they cannot see through.
Can my box be left inside my garage?
Our drivers will never enter your property, including opening your garage door and entering your garage. Your delivery spot must be easily accessible and located outside, in the front of your home.
I live in an apartment complex. Will my box be delivered to my unit door?
When possible, our drivers will take your box to your unit door. If your unit door is inaccessible, or if you’ve chosen a nighttime delivery window, the driver will leave your box beneath the intercom of your apartment complex.
Can my box be left at my back door?
Our drivers will not deliver your box to a back door at any time.
Will my delivery be left at my front door?
Our drivers will deliver your box to your front door by default. If you want your box left at an alternative location, you may provide alternative delivery instructions. If your alternative instructions cannot be followed, the driver will leave your box at your front door.
Can I get my box delivered to a business address?
Yes, you can. Please make sure you select a daytime delivery window for any deliveries addressed to a business. This makes it much easier for our drivers to deliver your box to your designated delivery location. If your business is closed, our driver will not deliver your box. Please also ensure that your business name is included in your delivery instructions to provide additional help for our drivers.
Will I be contacted when my night-time delivery is made?
Customer contact during night-time deliveries is highly unlikely, even if you request it. Our drivers will never ring your doorbell or enter an apartment complex during an overnight delivery window.
I have a long driveway/I live rurally. Will that be an issue?
Rural driveways will be accessed at the driver's discretion. Unfortunately, unpaved, long, dimly lit, and steep driveways all present an increased risk of our vehicles getting stuck, so our drivers are encouraged to be cautious. As a rule of thumb: If we cannot see the house from the road, we will leave at the safest spot near the road.
Where will the delivery driver leave my box?
You must nominate a safe delivery spot that does not require our drivers to make contact with you. Please make sure your instructions are clear and concise, and that your delivery spot is well lit, with unobstructed pathways and free from any pets. Our drivers will not enter if there are dogs present.
Where do you deliver?

We currently deliver to areas in SA, VIC, NSW, ACT, QLD and NT.

Your box will be delivered in your selected delivery window which you can view and change here. Just make sure any changes to your account are made before your your weekly order cut off.

Didn't get the info you're looking for? Click here to get in touch with us.

What if I’m not home to accept the delivery?

It's no problem at all! In fact, lots of our customers are not home at the time of delivery. When you confirm your order, you'll have the option to leave delivery instructions for your driver so they can leave your box in a safe place.

Rest assured, our boxes are specially designed to keep your food cool, with insulated cool pouches and ice packs to keep your ingredients as fresh as you'd expect.

I didn't get my box. What should I do?

Oh no! We are sorry that you have not yet received your delivery. You may have received a text message the night before your box was scheduled with a tracking link, so please check this for an update on your delivery.

Before getting in touch with our customer care team, please check your delivery window. Keep in mind that the delivery driver has up until the end of the window to deliver your box. Please note, we are unable to call drivers when they are on route. The driver may have left the box in an alternative safe place, so please also check the vicinity of your property.

If you still need help, click here to get in touch with us.

My box arrived damaged. What do I do?
We're really sorry to hear this. Please click here to get in touch with us so we can make this right.
How much does delivery cost?

Delivery fees are from $9.99. Your delivery fee will be charged with your meal box and will appear separately in your account. Some delivery windows may incur a dynamic high-demand delivery fee, subject to change on a weekly basis.

To see a breakdown of your charges, head to Order History in your online account.

Why is there a high-demand delivery fee for some delivery windows?

Some delivery windows may incur an additional fee depending on demand. A high-demand delivery fee on certain delivery windows ensures that we can maintain high standards and efficiency in our logistical operations.

Please note that the demand fee is dynamic and is subject to change on a weekly basis. If you are able to be flexible with your delivery day and window, you may also be able to avoid a demand fee on your delivery.

Can I get an SMS or call upon delivery?

You will receive an SMS with a tracking link the night before delivery. If you’ve chosen a daytime window (8:00am-6:00pm) you will also receive a confirmation once it has been delivered.

If your selected delivery window is between 12:00am - 7:00am, our drivers will not contact you to avoid waking you up. Just be sure to update your account with any delivery instructions!

When will my box get delivered?
Your box will be delivered in your selected delivery window which you can view and change in your account here. There are different delivery windows available from Saturday to Friday depending on the area you live in. Just make sure any changes to your account are made before your your weekly order cut off.
How many ice packs will be in my box?

We carefully customise the number of ice packs in your box to keep your ingredients cool and safe. The amount of ice packs you receive is based on the weight of your box, the expected time in transit and local weather conditions.

Ice pack quantities may vary from week to week. In summer or warmer conditions, you may receive more to keep everything cool and fresh.

How long will the ice packs keep my food cold?
The ice packs will keep your box cold for several hours after delivery. Ice packs help maintain safe food temperatures until you’re able to refrigerate your ingredients.
Why does my box sometimes arrive with fewer ice packs than usual
The number of ice packs in your box can change week to week based on the weight of your chilled items, local weather conditions, and how far your box is travelling. If fewer are included, it means your box didn’t need as many to stay cool.
Can I request no ice packs in my box?

Yes! To stop receiving ice packs you can opt in Eco Deliveries. Simply head to your account settings and update your delivery time to an Eco Delivery window.

Please note, if the forecasted temperature on the day of your Eco Delivery is above 25°C, your delivery will include ice packs to ensure the safety of your ingredients.

Can I request more ice packs in my box?

We've calculated the optimal amount of ice packs for your box based on food safety standards, transit times and local weather conditions.

Ice pack quantities may vary from week to week. In summer or warmer conditions, you may receive more to keep everything cool and fresh.

If you think there has been a mistake, please reach out to our Customer Care team.

What should I do with my ice packs after delivery?
You can reuse your ice packs by popping them in your freezer! Or thaw them, water your plants and dispose of the empty pack. Please check your local council guidelines for soft plastics recycling.
Getting Started

Getting Started

Managing My Account

Managing My Account

About HelloFresh

About HelloFresh

Recipes & Ingredients

Recipes & Ingredients

My Payments

My Payments

Deliveries

Deliveries

Food Safety

Food Safety

Gift Cards / Vouchers

Gift Cards / Vouchers

Sustainability

Sustainability

Couldn't find the information you were looking for?

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

Contact us here. Type your question into Freshy, our virtual assistant. Freshy 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?

You can contact our customer care team on 02 8188 8722.

What is a HelloFresh reactivation code and how do I use it?

Our valued returning customers are greeted with a generous discount on their first few boxes as a special welcome back gift. This discount is automatically applied to their account when placing a new order, making it even easier to enjoy.

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.