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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.


What is Eco window?

HelloFresh is excited to announce a new delivery option for our Sydney customers! We are offering a 4-hour delivery window between 8 AM and 12 PM every Sunday for only an extra $1 a week.

We know our customers are looking for ways to make everyday sustainable food choices with HelloFresh, which is why we've introduced ice-pack free delivery. We estimate savings of 60g on non-recyclable soft plastic. The weight reduction also reduces the fuel consumption of our delivery vans.

Click here to login. -Go to plan settings on the website -Go to Delivery and Payment section and select edit. -Select the 8am-12pm Sunday delivery window & save.

Please note: *This is only available for our customers in Sydney 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!

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.

When is my weekly order cut-off?

Any changes to your order (including selecting your recipes) need to be made by the weekly order cut-off. This varies according to which delivery day you choose and which state you are in.

Please note, your cut-off day may change after your first order, but will then remain the same for all subsequent deliveries.

You can find your weekly order cut-off in the ‘My Deliveries’ section of your account online, or on the ‘Home’ page of the HelloFresh app. The cut-off to make changes to your order will be listed above that week’s menu.

Where do you deliver?

We currently deliver to areas in SA, VIC, NSW, ACT, QLD and NT, you can check the full list here. We are always expanding our geographic scope to provide even more customers with our delicious food, so if we don’t deliver to you yet, please check back here for future updates.

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.

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.