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 [TIP: The change will apply to all your future deliveries, as long as it has been made on or before the Wednesday 11:59 pm the week before your next delivery is due.] N...

How do I select my meals?

This link will take you directly to your menu where you can select your recipes up to 4 weeks in advance. Make sure you are on the correct week. To remove a recipe from your box click on the bin ...

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 ...

Can I change my first order?

Your first order is created and you will be charged as soon as the order is placed. To cancel or amend your first order you will need to contact Customer Care. Any changes to your plan or schedule...

Has my voucher applied?

Firstly, don't forget to read the Ts&Cs for the specific voucher you are using. When you are applying your voucher, you'll see a green notification bar at the top of the page. If this notification ...