My box arrived damaged. What should I do?

We are sorry to hear your order arrived damaged. Here is exactly what to do to get this resolved as quickly as possible.

Step 1: Gather Photos and Your Order Information

Before reporting, please take the following photos:

Photo Required	Detail
Shipping label	Clear photo of the label on the outside of the damaged box
Outside of the box	Photos of all sides showing visible damage (dents, tears, crushing, water damage, etc.)
Inside of the box	Photos showing the interior condition, any damaged products, and how items were packed
Damaged items	Close-up photos of any damaged Huel products or packaging inside

Also have your Huel order number ready — found in your order confirmation email or Huel account.

Step 2: Report Your Damaged Box

Say "talk to a human" in this chat and provide:

Your photos (shipping label, outside damage, inside damage, damaged items)
Your order number
A brief description of what was damaged (e.g. "Huel Powder pouches were crushed")

Step 3: Our Team Reviews Your Report

A Huel specialist will:

Step 4: Your Resolution

Depending on your situation, Huel may offer one or more of the following:

Resolution	Detail
Replacement of damaged items	Replacement of only the damaged products from your order
Full order replacement	Complete replacement of your entire order
Goodwill voucher	A discount voucher as an apology for the inconvenience
Combination	A mix of the above options depending on your situation

Important Notes

Keep your original packaging — including all cardboard, padding, and wrapping. This helps with courier investigations.
Only report damaged boxes — if your order arrived in multiple boxes and only some were damaged, report only those.

Ready to report your damaged order? Say "talk to a human" and our team will get this sorted for you right away.