HelloFresh Questions & Answers

Hi Jenka,

Thanks for getting in touch!

Sadly we are unable to confirm exactly which of our suppliers the veggies inside your box have originated from. The reason for this is that as we are such a flexible subscription service, our order volumes can dramatically change each week, meaning so can our suppliers. However, we can confirm that all of our ingredients are sourced from ethically responsible suppliers and of course, we will always source Australian produce wherever possible!

We hope this helps, but if you have any other questions, please don't hesitate to get in touch with our Customer Care Team. They're available 24/7 so you'll always get a much speedier reply! You can reach them via:
- Phone: (02) 8188 8722
- Email: [email protected]
- Live chat: hellofresh.com.au
- Facebook DM: http://fb.com/msg/hellofreshau

Happy cooking!

- Kathryn

Hi Tracy,

Thanks for getting in touch - we are so sorry for our delayed response! Our Product Review site is not live monitored.

A sachet of tomato paste is equal to two tablespoons.

If ever you're stuck in the kitchen and need a speedy reply, our Customer Care Team are available 24/7 and happy to help! You can reach them via:
- Phone: (02) 8188 8722
- Email: [email protected]
- Live chat: hellofresh.com.au
- Facebook DM: http://fb.com/msg/hellofreshau

Happy cooking!

- Kathryn

Hi Sean,

Thanks for getting in touch - we are so sorry for our delayed response! Our Product Review site is not live monitored.

A sachet of tomato paste is equal to two tablespoons.

If ever you're stuck in the kitchen and need a speedy reply, our Customer Care Team are available 24/7 and happy to help! You can reach them via:
- Phone: (02) 8188 8722
- Email: [email protected]
- Live chat: hellofresh.com.au
- Facebook DM: http://fb.com/msg/hellofreshau

Happy cooking!

- Kathryn

Hi Glenn,

Thanks for getting in touch - we are so sorry for our delayed response, our Product Review site is not live monitored.

Our Teriyaki sauce sachets are equal to 130g of sauce.

If you're ever stuck in the kitchen and need a speedy response, our Customer Care Team are available 24/7 and always happy to help! You can reach them via:
- Phone: (02) 8188 8722
- Email: [email protected]
- Live chat: hellofresh.com.au
- Facebook DM: http://fb.com/msg/hellofreshau

Happy cooking!

- Kathryn

Hi Tara,

Thanks for getting in touch - we are so sorry for our delayed response! Our Product Review site isn't live monitored.

This paste is exclusive to HelloFresh as it is custom-made for us, so it's sadly not available at retailers. Fingers crossed, it'll be back on the menu soon!

If you need anything else, please don't hesitate to get in touch with our Customer Care Team. They're available 24/7 so can give you a much speedier reply! You can reach them via:
- Phone: (02) 8188 8722
- Email: [email protected]
- Live chat: hellofresh.com.au
- Facebook DM: http://fb.com/msg/hellofreshau

Happy cooking!

- Kathryn

Hi Mel,

Thanks for getting in touch and we are so sorry for our delayed response!

Oh no, your veggies should definitely not have arrived frozen, we can't apologise enough to hear that this happened! It sounds like perhaps the temperature control inside the delivery truck may have been having a bad day.

Our Customer Care Team would love to report this issue and compensate you for those veggies that haven't survived this journey too well - so please get in touch with them via one of the following options:
- Phone: (02) 8188 8722
- Email: [email protected]
- Live chat: hellofresh.com.au
- Facebook DM: http://fb.com/msg/hellofreshau

They're available 24/7, but if you have any trouble getting in touch, please let us know!

Kathryn

Hi Carmel,

Thanks for getting in touch!

Usually, you can add any extras, such as Fruit Boxes, Snack Boxes and Sides when you select your meals. However, we are experiencing operational constraints in the current situation, which means we are unable to pack Fruit Boxes.

We're really sorry about this. We want to help your fellow Aussies as much as we want to help you, and we believe focusing on packing meal kit bags is the most effective way to do this for the time being. Once fruit boxes are back online you will see it listed under our weekly add ons.

Feel free to send us a Direct Message on Facebook via http://fb.com/msg/hellofreshau if you have any other questions or concerns!

- Kathryn

Hi Lisa,

Thanks for getting in touch, and your interest in HelloFresh!

We're so sorry, we haven't quite reached Tassie yet - there are certain import/export regulations which makes expanding to that area a little trickier than others.

If you shoot our Customer Care Team a direct message on Facebook via http://fb.com/msg/hellofreshau with your email, suburb and postcode, we'll add it to our request file and ensure we notify you when we open up for deliveries down there!

- Kathryn

Hi Caroline,

Thanks for getting in touch - we do apologise for our delayed response here!

This will depend on if you have the 2 or 4 person serving. Each cous cous packet is equal to around 96g or 1/2 cup of cous cous. The 2 person recipe requires 1 packet of cous cous, and the 4 person recipe requires 2 packets.

We hope this helps!

- Kathryn

P.S. If you're ever in the kitchen and require a speedy reply, our Customer Care Team are available 24/7 via:
Phone - (02) 8188 8722
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau

Hi there!

Thanks for getting in touch - we are so delighted to hear you're re-creating some of our yummy recipes!

One packet of Arborio Rice is equal to 200g or 1 cup of the rice. We do apologise for our delayed response here - we hope you still managed to make a delicious dinner! If you need to get in touch again, you can reach out to our Customer Care Team. They're available 24/7 so you'll get a much speedier reply! You can reach them via:
Phone - (02) 8188 8722
Email - [email protected]
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau

Happy cooking!

- Kathryn

Hi Alexa,

We're so sorry for our delayed response here - our Product Review site is not live monitored.

Whilst none of our food is frozen at any stage of creating and delivering your box, making it perfectly safe to freeze, some of your veggies may not cope well with the colder temperatures! Moving forwards, we would definitely suggest popping the contents of the box inside the fridge. Any cuts of meat that you may not use over the first few days after delivery can be popped in the freezer to ensure they don't go to waste!

If you need anything else, please reach out to our Customer Care Team. They're available 24/7 so you'll get a much speedier reply! You can reach them via:
Phone - (02) 8188 8722
Email - [email protected]
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau

Happy cooking!

- Kathryn

Hi Dita,

Thanks for getting in touch!

Our Customer Care Team will be happy to check out your account and confirm this for you! You can reach them 24/7 via:
- Phone - (02) 8188 8722
- Email - [email protected]
- Live chat - hellofresh.com.au
- Facebook DM - http://fb.com/msg/hellofreshau

Let us know if you have any trouble!

- Kathryn

Hi Sharon,

Thanks for your question!

We know how much our customer's love recreating our recipes so we have created an ingredient list just for you here; https://www.hellofresh.com.au/foodinfo

Please type in the recipe which contained the sesame oil blend and it will list all the items.

Hope this helps!

- Emma

Hi Michele,

Thanks for your question!

The best before dates aren't black and white so most times the produce will be safe to consume a few days after (freezing definitely prolongs the life) however, it's totally up to you whether you want to eat it or not.

Seeing as we don't know the conditions of it after delivery, we can't 100% confirm or greenlight using it because there are always variables that can come into play here. As mentioned, normally it's okay but some people would prefer to stay on the safe side.

Sorry that we couldn't help any further! If you have any other questions, we're available 24/7 on (02) 8188 8722 or via http://fb.com/msg/hellofreshau.

Gemma

Subject Matter Expert
HelloFresh Australia

Hi there,

Thanks for your question!

We'd love to grab a photo of the packaging from you to be able to check this out - our Product Review is not live monitored, but our Customer Care Team are available 24/7 and will be happy to help you out here! You can send them photos via:
Email - [email protected]
Facebook DM - http://fb.com/msg/hellofreshau

Let us know if you have any trouble getting in touch!

- Kathryn

Hi Amy,

Thanks for your question!

Oh dear, that would have been quite the mess! One packet of couscous is equivalent to 1/2 cup or 96g. If you ever need an answer straight away, our Customer Care Team are available 24/7 so feel free to give us a buzz on (02) 8188 8722 or send us a direct message on Facebook via http://fb.com/msg/hellofreshau.

Happy cooking!

Gemma

Subject Matter Expert
HelloFresh Australia

Hi Nat,

Thanks for your question!

One packet of our Arborio rice is 200g (1 cup). If you have any other questions, feel free to reach out to our Customer Care Team - they're available 24/7 on (02) 8188 8722 or via http://fb.com/msg/hellofreshau.

Happy cooking!

Gemma
Subject Matter Expert
HelloFresh Australia

Hi John,

Thanks for submitting your question!

We had some trouble finding "Mumbai Spice Mix" on our Food Info page - did you mean our Mild North Indian Spice Blend?

If so, this spice blend is a combination of dehydrated vegetables (tomato, onion & garlic), spices (coriander, turmeric, chilli, cassia, cardamom, cloves, cumin, pepper, ginger), salt, sugar and maize starch. You might be able to find a similar spice mix in the supermarket if you want to recreate the recipe!

For the full info, visit our Food Info page here: https://www.hellofresh.com.au/foodinfo

Happy cooking!

Gemma

Subject Matter Expert
HelloFresh Australia

Hi Nicole,

Thank you for submitting a question on Product Review and we're so sorry to hear about this!

At HelloFresh, it's our priority to ensure the ingredients arrive fresh and delicious to you so we run quality checks in the warehouse before packing your boxes.

If your chicken smells funny when you first take it out of the packaging, this is totally normal. Our meat is sealed fresh with natural preservation technology, called Cryovac, so no air can get in. This can cause it to behave a little differently than what you're used to and at times, the meat can have a confinement odour.

We always recommend taking the meat out of the packaging and letting it sit on the bench for a minute - you can give it a rinse with cold water too if you'd like. It will be safe to consume up to and on the day of expiry! With that being said, if the smell persists, then this is definitely a cause for concern.

We definitely want to report those broken containers too, so can you please get in touch with our Customer Care Team via the below options:

Phone - (02) 8188 8722
Email - [email protected]
Live chat - hellofresh.com.au
Facebook DM - http://fb.com/msg/hellofreshau

Our emails are all answered within a few hours maximum so it's very strange that you haven't had a reply if it was sent to the address above. Be sure to check your junk mail though - sometimes our replies can end up there.

Speak soon!

Gemma

Subject Matter Expert
HelloFresh Australia