Why have I been charged the same amount twice?

Sometimes, you may see what looks like two payments for the same transaction. When we process your payment, a pending transaction could also appear on your statement. This is what's called a 'shadow payment' where your bank is authorising the payment. We can assure you that you will only be charged once.

If you have been charged for both transactions, please contact our Customer Care team.

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Frequently asked questions

What is a flexible subscription?

We’re passionate about making it easier for you to cook delicious, nutritious meals (using fresh ingredients) from scratch, on a regular basis – it’s better for you, your family, and even the plane...

What are HelloFresh doing to reduce plastic?

This year we’ve been working on plastic packaging from two separate angles. The first is by reducing the overall amount of plastic. For example, in the UK we are replacing larger plastic trays for ...

Will you remind me when I'm getting a box?

We certainly will! Every Sunday, we send a menu reminder email to all customers who are receiving a box the following week. We would recommend keeping this notification on - we would hate to send y...

Updating my delivery address

Desktop iOS Android Need to change your delivery address? Easy! Just follow these steps: Click here and log in. This link will take you directly to the delivery address area of your account se...

How do I select my meals?

Desktop iOS Android Click here and log in. This link will take you directly to your menu where you can select your recipes up to 4 weeks in advance. You can also select from our preferences ...

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

Whoops! Our deadline (Wednesday 23:59 the week prior to your delivery) is the way to make HelloFresh responsible and ethical from a food waste and sourcing perspective. We hope that a friend, neigh...

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

Desktop iOS Android 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 8 weeks at a ...

Has my voucher applied?

When you are applying your voucher, you'll see a green notification bar at the top of the page. If this notification pops up, your voucher has definitely applied. You'll see what the voucher is wo...