HelloFresh

COVID-19 Updates

Customer care response times during COVID-19

Our customer care teams are doing everything they can to help you with your requests - but there are a lot of them. In order to prevent you from having to wait for a response, you can find the most frequently asked questions here. Please rest assured that we will inform you as soon as possible, should we have to make changes to your order.

We continue to see an increase in demand on the back of the recent changes to all of our lives. Our whole team is working hard behind the scenes to deliver fresh food to you. We know that providing a reliable service to you is even more important during these uncertain times.

Substitutions of ingredients during COVID-19

We continue to see an increase in demand on the back of the recent changes to all of our lives. Our whole team is working hard behind the scenes to deliver fresh food to you. We know that providing a reliable service to you is even more important during these uncertain times.

Making sure you have everything for your recipes is important. Our suppliers and production team are working extremely hard to get your box perfectly packed. There may be some disruptions to our ingredient supply during this period. Where that happens, we will try and find a similar high quality, fresh ingredient which we can use as a substitute and send that in its place in your box.

What are you doing to help the community during COVID-19?

We are proud to do our share in these extraordinary times and are working hard to support communities across the country. Aside from providing our customers with delicious recipes to cook at home, we're supporting charity partners, The Felix Project, Macmillan and Hospitality Action. We’re donating our recipe boxes to the amazing NHS staff at John Radcliffe Hospital in Oxford and Queen Elizabeth Hospital in Birmingham who are working hard to save lives.

Logistics and Deliveries during COVID-19

We continue to see an increase in demand on the back of the recent changes to all of our lives. Our whole team is working hard behind the scenes to deliver fresh food to you. We know that providing a reliable service to you is even more important during these uncertain times.

Getting your box safely delivered to you is a huge priority. However, we can assure you that our team is working many extra hours to allow you to experience the best possible service levels, no matter the circumstances. Please rest assured that we will inform you as soon as possible, should we have to make changes to your order.

What are you doing to protect employees during COVID-19?

Our employees’ wellbeing is our number one priority. We’re continuously monitoring the public health situation and, as it evolves, we are adapting the measures we take while working in close cooperation with the authorities.

This includes health assessments at the beginning of every shift to ensure anyone at risk does not attend work and can focus on recovery while receiving full pay; the wearing of protective gear while working; and social distancing measures in the workplace in the vast majority of situations.

We’ve also significantly enhanced our already very strict safety and hygiene measures which include very frequent washing and sanitizing of the hands.

How have you changed your health and hygiene processes since the outbreak? What are you doing to prevent it from spreading?

The safety and quality of our product and our customers’ well being is our highest priority and we wouldn’t do anything to put this at risk. In addition to our already very high health and safety standards, we have implemented a number of extra health and safety measures, to ensure that everybody stays healthy. We are also relaying the most up to date recommendations on how to protect oneself and others, based off the World Health Organisation, to our employees, including our drivers.

Do you expect any ingredients shortages during COVID-19?

We're seeing a high interest in our service at the moment and working hard with our suppliers to accommodate the increased amount of orders.

Our teams are taking the necessary precautions to maintain the safety and well being of our employees and customers, which is our highest priority. We're monitoring the situation very closely and taking direction from health authorities.

Should we have to make any changes to your order, we will let you know so keep an eye on your emails. At this point we do not foresee any significant changes.

Do you source ingredients from any of the affected regions and if so - which ones?

Our ingredients are primarily sourced locally but this varies by week and type of recipe. The safety and quality of our product and our customers’ well being is our highest priority and we wouldn’t do anything to put this at risk. We have very strict food safety checks in place throughout our supply chain to ensure that you only receive the best ingredients. Additionally ,there is no evidence of transmission of the novel coronavirus through food.

Will my food be safe to eat?

The safety and quality of our product and our customers’ well being is our highest priority and we wouldn’t do anything to put this at risk. We have very strict food safety checks in place throughout our supply chain to ensure that you only receive the best ingredients. Additionally ,there is no evidence of transmission of the novel coronavirus through food.

Are the recipes and ingredients going to change any time soon?

It is always our main goal to provide you with the recipes and ingredients you ordered and we want to keep it this way. Should we have to make unexpected changes or substitutions, we will let you know as soon as possible.

Do we have to expect any delays in delivery?

It is always our main goal to deliver on time and we are doing everything we can to keep it that way. Should we have to make unexpected changes with regards to your delivery we will let you know as soon as possible.

What are you doing to ensure the virus isn’t transmitted via your drivers?

The safety and quality of our product and our customers’ well being is our highest priority and we wouldn’t do anything to put this at risk. In addition to our already very high health and safety standards, we have implemented a number of extra measures, to ensure that everybody stays healthy. We are also relaying the most up to date recommendations on how to protect oneself and others, based off the World Health Organisation, to our employees, including our drivers.

In addition, our delivery partners have been directed to follow strict hygiene protocols which include frequent hand washing. Drivers have also been advised to stay home if they are feeling sick, exhibit any symptoms of acute respiratory illness or have been in close contact with confirmed cases of infection.

Our drivers can sign for delivery on behalf of our customers to limit contact, should a customer request so.

Is the virus transmitted through food?

There is no evidence of transmission of the novel coronavirus through food. This has been stated by a number of authorities including The NHS.