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Frequently Asked Questions

PAYMENT & BILLING

What should I do when my credit card is about to expire?

If you know that your card is going to expire, please update your credit card information on your HelloFresh account.

You may update your payment details here

What payment methods does HelloFresh accept?

We currently accept all major credit cards (VISA, MasterCard, American Express, Discover) as well as PayPal. In the future, we will be adding additional forms of payment to streamline our checkout experience and provide customers with a wider range of options.

Please not that EBT/FoodStamps/Government Assistance Cards as well as Prepaid cards are not acceptable forms of payment.

Why was my credit card information updated ?

When a payment fails, our account updater feature connects securely with your financial institution to update your card information and ensure you don’t miss a delivery.

Please be advised that this program is currently limited to Visa and MasterCard users and that your card information is not guaranteed to update automatically.

What is the deadline to update my payment info?

Remember that the deadline to make any updates to your HelloFresh account is 5 days prior to your next scheduled delivery.

Any changes that you make 1-4 days prior to your scheduled delivery (or even the day of your delivery) will be reflected in your HelloFresh account but will not affect that specific box, which will have already been processed.

However, the change(s) will be taken into account for any future deliveries provided you made the change(s) at least 5 days prior to your following delivery.

How does payment work? Is it secure?

We take payment security very seriously and do not store our customers' full credit card information on file. Instead, we bill using a secure method called tokenization.

A token is an encrypted, randomly-generated code that is assigned to your payment details during the checkout to securely bill you.

How do I update my payment information?

You may update your payment details on the website here

Alternatively, you may follow the steps below

  • Log in to your account.
  • Click on your name in the upper right-hand corner and select Account Settings from the drop-down menu.
  • Scroll down to 'Payment Methods' on the Plan Settings page.
  • Alternatively, you can select ‘Payment Methods’ from the option on the left.
  • Select ‘Change Payment Method’.
  • Click 'Add'.
  • Enter new payment information, click ‘Add’ then click 'Save'.

On your HelloFresh App :

  • Log in to your account on the app.
  • Click on the 'Settings' icon at the bottom right-hand corner
  • Click 'Payment Methods' then select ‘Change Payment Method’.
  • Select ‘Add’, then update your payment information.
  • Once done, click ‘Add’ and then ‘Save’.

If a refund is issued, how long will it take to process?

Refunds are issued back to the original form of payment and can take up to 5-10 business days to fully process.

What happens if my payment fails?

If your payment fails during checkout, you will see an error message on your screen.

If a recurring payment fails, you will receive an email alerting you of the error. You may also receive pop-ups on the web/app regarding the failed payment.

To resolve this, click here to update your payment.

Once you successfully updated your payment, follow the steps below to reprocess your payment.

  • Click on your name in the upper right-hand corner and select Account Settings from the drop-down menu.
  • Select Order History from the list of options on the left hand side of the screen.
  • For your upcoming order, you will see an option to Pay Now
  • Click on Pay Now and follow prompts to reprocess your payment.

Why did my payment fail?

There are many reasons why a payment may have failed. To resolve this, we recommend trying the following:

  • If using a Credit Card, please check to ensure that it is not expired, if expired, you may update new credit card information here

  • Ensure that there are sufficient funds in your account.

  • Call your bank or financial institution to find out what is wrong with your account and the reason for the failure.

  • Ensure that the billing address on your HelloFresh account is updated.

I already paid for my box. Why am I seeing an additional surcharge on my statement?

Each week we offer eight special meals that are top-of-the-line recipes with the highest quality ingredients. These meals will be marked with any of the following banners:

  • Premium Picks
  • Winter Warmers
  • Spring Selects
  • Cookout Collection
  • Taste of Summer
  • Date Night
  • Harvest Series
  • Celeb Chef Series
  • Fast & Fresh

If you select a recipe with one of these banners a surcharge for that meal will be billed to you. The surcharge amount per person is indicated in the recipe preview when selecting your meals.

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When will I be charged for my box?

You will be charged the day after your cutoff deadline, You can see your cutoff date under 'my menu'

Why am I seeing a $1 charge?

The $1 you may see at checkout is simply an authorization charge to verify the validity of the payment method you are using.

If you update your payment method on an active subscription, you will also see a $1 charge to verify the validity of the new payment method you are using.

Rest assured, however, this dollar will be returned to you with 5-10 business days.

How do I view invoices?

You may view all your previous orders here

Alternatively, you may follow the steps below:

  • Log in to your HelloFresh account, click on your name in the upper right-hand corner and head to your account settings
  • Head to 'Order History' and there you can view all your previous orders and how much you were charged
  • If you'd like us to send you an invoice simply click 'Send Invoice' next to the relevant order and we'll email it over to you.

How do I see how much I will be charged?

  • Log in to your HelloFresh account.
  • Click 'My Menu'.
  • To the right of the "Edit Delivery" option, you will see an Order Summary icon.
  • Select the Order Summary button and scroll down to view your order total.

How Often Will I Be Charged?

HelloFresh is a flexible weekly subscription service, so when you sign up, you are scheduled to receive a box every week. You will be charged 4 full days prior to your scheduled delivery day.

How much will I pay for shipping?

In order to guarantee the prompt delivery of your meals at their absolute freshest, there is a shipping cost associated to the deliveries. You’ll see the shipping fee that applies to you when you select your plan and check out.

You can also find this information on Our Plans page

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