FREQUENTLY ASKED QUESTIONS

Placing & changing orders

How does my subscription with Fuel Hub work?
When you place your first order, you are entering into a weekly subscription which is fully flexible with no contract or commitment - you can pause of cancel at any time within your account.
How many deliveries will I have per week?
You will have 1 delivery per week with meals lasting for up to 7 days in your fridge.
How will I be charged?
When you place your first order, you will be charged immediately using the billing information you provide on your account. The same payment method will be charged weekly unless your account is paused or cancelled. You do not need to do anything, this payment will be automatically collected weekly.
How do I select my weekly meals?
Our menus change monthly on the first of every month. If you do not log into your account and choose your own meals, we will generate a chef's selection automatically to be sent out to you in line with your dietary preferences.
How will I be charged for additional products outside of my meal subscription?
For extras like snacks, payment will be collected at the time of selection.
Can I change my weekly subscription?
Yes, you can change the number of meals in your box or change your delivery day by logging into your account.
How do I change the number of meals in my plan?
Simply log into your account and update your order. Alternatively, phone us on 01925 632085 or email customerservice@fuelhub.co.uk. Changes to your order must be made by 8pm, 5 days before your chosen delivery day.
How do I report an issue with my order?
We hope you love our products as much as we do, however should you need to report an issue please email customerservice@fuelhub.co.uk and a member of the team will be in touch, or alternatively, call one of the team on 01925 632 085

Your account

Where can I manage my account?
Please login here to manage your account.
Can I cancel my subscription?
You can cancel your subscription in your 'My Account' section. As long as you cancel by 8pm, 5 days before your chosen delivery day, you will not be charged. If you cancel after the subscription renewal window, you will receive another Meal Box and be charged, before your subscription is then cancelled.
How can I change my address?
Log into your account and visit the subscriptions section. From there, you will be able to change your shipping address.

Delivery

When will my meals be delivered?
Your meals will be delivered once a week, on your chosen day - either Wednesday, Friday or Sunday. You can change your delivery date anytime by logging into your account. All deliveries are sent on a pre 12pm, so they will be with you before lunch!
What do you charge for delivery?
Subscription Box Delivery on Wednesday and Friday is charged at £3.95. Sunday delivery incurs a charge of £4.95. One Time Box Delivery on Wednesday and Friday is charged at £4.95. Sunday delivery incurs a charge of £6.95.
Who will deliver my meals?
Our trusted courier is DPD.
How will I know when my meals are being delivered?
On the morning of your delivery, you will receive a text and email from DPD with a hour time slot for delivery.
How does my food stay fresh during shipping?
We ship your food in temperature controlled packaging, with ice packs, to keep your food cool in its box. We use the best packaging possible to ensure that your food reaches you in optimal condition. The packaging is fully recyclable.
What if I'm not home?
If you aren’t going to be in – don’t worry – you can select for DPD to leave your box in a safe place for you until you get home.
How do I contact you about a delivery issue?
If you need to speak to us urgently regarding your delivery contact us 24 hours a day via our live chat button or email customerservice@fuelhub.co.uk or call us on 01925 632085
Where do you deliver to?
We deliver across the UK, excluding Ireland and Highland Scotland. If in doubt, please email customerservice@fuelhub.co.uk for more info.

Storage information

How should I store my meals?
Once you receive your food, put it straight into the fridge and eat within 7 days or by the expiry date on the packaging (whichever is sooner). Please note meals such as shellfish, will have a shorter shelf life.

Your food

Do you cater for vegetarian, dairy free and other diet types?
"Yes! From low calorie, high protein and low carb meals, to gluten free and dairy free, we have a wide choice of meals for many diet types. You can use the filter on the meal selection page on our website to browse by the type of meal you are looking for. Accounts can be set to vegetarian only. To do this; please visit your the 'Profile & Addresses' within your account. By clicking on the meal preferences section you will be given the option to switch your account. This means the only meals you're able to select (or selected for you if using Veggie Chef's Selection) will be vegetarian."
How do I heat my meals?
You can heat meals in the microwave, oven or on the hob. Heating instructions can be found on the sleeve of each meal.
Can my meals be eaten cold?
Yes, our ‘Eat Cold’ dishes are perfect for eating on-the-go.
My box/food has arrived damaged, what should I do?
Please make contact with the team as quickly as you can by emailing customerservice@fuelhub.co.uk or calling 01925 632085
What oils do Fuel Hub use?
At Fuel Hub we understand the importance of flavours working in harmony as part of a healthy balanced diet, our dishes pack a punch without any artificial nasties, that’s why we only use the finest pure grade extra virgin olive oil in small amounts in our dishes. Olive oils has been specially selected by our team of chefs for its long list of health benefits including its strong anti-inflammatory properties and natural antioxidants.
Is the meat in my meal Halal?
We want you to buy with confidence. All of our chicken meals contain Halal meat, apart from any that are accompanied with pork. However, our other meat dishes are not Halal.
Can I tailor meals to match my desired macros?
We do not tailor to individuals but our meals can be filtered by Under 500 Kcal, High Protein etc.

Recycling

Can I recycle the packaging?
Absolutely! We have worked hard to make sure our packaging is sustainable. The boxes your meals are delivered in, are made from 100% recycled paper and cardboard and the design is made of vegan ink. Our boxes are temperature controlled with wool liners. The sheep wool is a by-product, is washed and dried via natural means whilst using natural detergent, and is compostable. The trays your meals arrive in are fully recyclable and biodegradable, comprising of 98% sugar cain pulp that is eco-friendly and BPA free. The remaining 2% is recycled cardboard that has been repurposed from landfill. Meals are encased in a fully recyclable cardboard liner.
What do I do with the ice packs?
Our ice packs are reusable and you are welcome to keep them.You can also recycle our ice packs by defrosting and emptying the liquid, which is water based with no harmful chemicals, down the drain. The empty packs can then be placed in your recycling bin.