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.

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 your dairy, meat and prepped veg.

If it looks like an ingredient is still missing or packed incorrectly, please let us know 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.

Some of our meat products are vacuum sealed which removes oxygen from the packaging and can cause a particular smell. Allow the meat to sit for a few minutes and the smell should pass.

Please chat with us about your concerns and take pictures where necessary. We take all these cases seriously and will be sure to make it up to you.


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. Click on the button below and select the meal you'd like to cook. You can even download a printable PDF by clicking 'Download' under the Nutritional information.


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!

Where can I find the nutritional information?

Nutritional information can be found throughout the website, just select the recipe you want the nutritional information for and then click 'see full recipe'. This information can also be found on our app and on the recipe cards in your box. Please click on the button below and log in to reach your weekly menu page where you can select recipes.


How is your meat and poultry sourced?

All of our meat and poultry is farm assured and our supplying farms undergo regular animal welfare audits. We source our ingredients from committed suppliers who must pass through a Supplier Approval Process before supplying HelloFresh.

We only accept products from suppliers that hold certification from the leading auditing standards and we maintain close relationships, including regular visits, to ensure that the ingredients we supply to you are of the highest possible quality and the perfect fit for our delicious recipes.

Our suppliers

Responsible ingredient sourcing means getting to know our suppliers far beyond the specifications we can read on a label. We aim to get as close to the source of our supply as possible, to ensure freshness whilst minimising extra food miles, warehousing and food waste in the supply chain.

You can find out more about all our wonderful suppliers on our website, through ‘Our Suppliers’ page or contact us for specific enquiries. For all other branded products, please contact the manufacturer.

Where can I find a list of allergens?

HelloFresh has a variety of recipes that could potentially contain an allergen. Ingredients are stored separately in order to minimise cross-contamination.

Most ingredients pass through HelloFresh to you sealed in the packages they were received in, however, there is a small chance of cross-contamination so we cannot guarantee that a recipe is free of a particular allergen.

At the moment we don't offer specific allergy preferences. We do list all of the allergens on our recipe cards, and on the website when you're selecting your recipes. We highlight specific ingredients that contain one or more of the fourteen major allergens.

We leave it to our customers to review the ingredients and determine which recipes best suit their dietary needs.

Do you cater for allergies and dietary requirements?

All of our allergens are labelled on our upcoming recipes and our ingredient packaging so you can see exactly what’s going into your recipes to make your meal choice.

However, as our suppliers and packing team handle such a wide range of ingredients, we cannot guarantee that no traces of other allergens may be present. For this reason, we can’t offer a gluten free or dairy free preference. Similarly, 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.

Are the ingredients organic?

Some of our suppliers are certified organic, but the most important factor to us when sourcing ingredients for you is that we work with specialist suppliers who engage in sustainable practices, and that we focus on flavour, making sure we bring you the most delicious ingredients possible.

Sourcing fresh produce is our bread and butter and our supply team are confident that our suppliers source for us not only the best quality, but also ethical and sustainable produce.

How long do your ingredients stay fresh?

As a general rule, our meat will always have an expiry date of at least three days from the date of delivery. Other ingredients' freshness can vary but are all designed to last the week.

We'd advise you to plan your meals with the freshness of items in mind, using products such as fish with shorter expiry dates at the start of the week. Check the recipe cards for any eat me first or eat me early messages which are there as a guide to consuming your recipes.

If you wish, you can freeze your meat for up to three months, as long as you do so before the use-by date.

Where can I find past recipes?

To browse through our past recipes, click on the icon below and log in to see our recipe archive. If you see one that takes your fancy, click into the recipe and favourite it using the heart icon and start to build your own personalised recipe archive, all favourited recipes will save in your account under 'Favourite Recipes'.


Do you offer vegetarian/vegan options?

When you're placing your first order you can select a veggie preference or if you are already a customer you can change your preference to include veggie recipes.

Click on the button below to change your preference.


We offer a range of veggie recipes which vary each week and we don't guarantee vegan options. Recipes are available on the website up to four weeks in advance so it’s worth taking a look and making your choices in the weeks prior to your delivery.

Substitutions of ingredients

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. However, there may be some disruptions to our ingredient supply from time to time. When 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 is a 'carbon conscious' recipe?

We want to make it easier than ever to eat sustainably. 'Carbon Conscious' recipes have the smallest carbon footprint of the weekly menu and produce 50% less emissions.

To help you make informed decisions when choosing your weekly menu, we've measured the environmental impact of our recipes by looking at the CO2 equivalents (CO2e) emitted. CO2e focuses on all greenhouse gases that have a global warming potential (including methane and carbon dioxide) rather than just CO2, to give a more accurate measure of their environmental impact.

HowGood is the world’s largest product and ingredient sustainability database and has partnered with HelloFresh to help us measure the CO2e impact of the ingredients used for our recipes.

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