Frequently Asked Questions

Below you will find answers to the most frequently asked questions about our food boxes.
Below you will find answers to the most frequently asked questions about our food boxes.

My Deliveries

Where do you deliver?

We have 100% coverage and deliver nationwide within the Republic of Ireland.

When will my box be delivered?

We deliver nationwide on Monday - Thursday, and on Saturdays and Sundays in the Dublin area, and our standard delivery time slot is between 08:00 and 19:00.

To check when your box is scheduled, log in to your online account or on the app, and click on the calendar icon. To download the app, please visit the link here.

What if I'm not home for my delivery?

Don't worry! We operate a leave safe policy which means you do not need to be in to sign for your delivery. Our delivery drivers will simply leave the box, following the instructions that you specify.

All our boxes contain special insulation and ice packs to keep your groceries fresh (whatever the weather), just make sure you pop the ingredients in the fridge as soon as you can.

Can I skip a delivery if I don’t want it?

Some of our customers don't like to receive boxes every week. The beauty of our self-managed subscription is, you don't have to. You can skip deliveries up to 4 weeks at a time. Need to skip a delivery? No problem, just click on the icon below to login and use the arrows to navigate to the week you want to skip and select 'edit menu':

Skip a week

Remember to update your account by our deadline, which is at 23:59 on Wednesday, the week prior to your delivery day. Changed your mind? You can also unskip a delivery by following the same steps above, as long as you do so by our deadline.

I forgot to cancel my box - what do I do?

All changes (including changing dinners, pausing deliveries, changing box type and canceling the order) must be made by the deadline.

Once this has passed we're unable to cancel the box. This deadline is in place, to give our suppliers time to prepare and send the exact quantities of ingredients we require. This helps us HelloFresh is responsible from a food waste and sourcing perspective.

If you're not able to use the box we'd encourage you to gift it to a friend or family member.

You can view your deadline and manage your next deliveries by accessing My Menu.

I've not received the meals I was expecting

Before reaching out to us, please double check the meals you were due to receive from us here.

If you've checked this and did, in fact, receive the incorrect meals, please contact us. It's super important that we are aware of these issues so we can ensure this doesn't happen again.

Can I change my delivery day?

Yes, you can, just click on the icon below and log in to change your delivery day: Change delivery day

Remember to make any changes to your order by our deadline, which is 11:59 PM on Wednesday, the week prior to your delivery.

Updating my delivery address

To update your delivery address just click the button below and login: Change my address

Remember to make any changes to your order by our deadline, which is 23:59 on Wednesday, the week prior to your delivery day.

Do you offer one off orders?

We know we’d be perfect together and you may not be ready for a long-term commitment, but unfortunately, we don’t have an option for a one-off order. You could always try us out and manage your deliveries online and on the app.

Remember, we are a flexible subscription service, and you have an option to skip weeks and deactivate your subscription at any time if you aren’t ready to receive a delivery every week. Just make sure any changes are made to your order by our deadline: 23:59 on Wednesday, the week prior to your delivery day.

My box arrived damaged

We are sorry to hear this, please make sure you take photos of this damage and contact our Customer Care Team.

Sending in pictures is extremely useful, it means that we can follow up with our Logistics Team and try to prevent this happening again.

What happens to deliveries over bank holidays?

There may be some changes to your delivery day over Bank Holiday weekends, which means your box may be delivered on the next day after Bank Holiday.

I have a missing ingredient

We're sorry to hear that.

We ask that you first double check your box, including the cool pouch and meals bags. The cool bag contains your dairy, meat and prepped veg, so please check it carefully before throwing it away.

If it looks like an ingredient, meal bag or item is still missing or packed incorrectly, please let us know by clicking here so they can make this right.

I am missing a recipe card

We're sorry to hear you were 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. Click on the icon below to log in, select the meal you're missing a recipe card for and download the PDF.

Select recipes

I’m not happy with the quality of an ingredient

Here at HelloFresh, our focus is on fresh, seasonal ingredients, and making sure all produce leaving our warehouse is up to the high standards we expect.

Some ingredients such as our Chicken is vacuum sealed for freshness purposes. During this process oxygen is removed from the packaging which can cause an eggy smell. If you allow it to sit for a few minutes the smell should pass.

If the smell does not pass or the ingredient you received is damaged or poor quality, please contact us. We take all these cases seriously.

We do ask you to provide photos of these items so we can investigate any problems thoroughly with our Suppliers.

Can I unskip my delivery?

If you've skipped a week and wish to unskip it click the icon below, log in and use the arrows to navigate to the week you wish to unskip. Once there select the red 'unskip' button:

Unskip a week

Remember to make any changes to your order by our deadline 23:59 on Wednesday, the week prior to your delivery day.

How sustainable is your packaging?

We have a recyclable box, reusable gel ice packs, and an insulating cool pouch, where the outer layer is made of PP and is filled with paper and designed to keep our ingredients fresh on the way to our customers. We’re committed to minimising packaging wherever we can and are continuously innovating to find more sustainable ways to deliver your recipe boxes.

Can you recycle the cool pouch?

The insulation that we currently use to keep your food nice and cold is made out of recycled PET, you may have heard of the category of plastics that it sits within: polyester.

Our PET pouches are all made of recycled materials. Unfortunately, our PET is not recyclable as polyester can only be reused a limited amount of times.

My box hasn't arrived as expected, what do I do?

Our standard delivery time slot is between 08:00 and 18:00, so your box can arrive at any time up until 18:00. If this window has passed please click here to get in touch with our Customer Care Team who can get this sorted.

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