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.
How quickly do I need to report this?
Please report a damaged box within 14 days of your delivery date. This 14-day window allows Huel to raise a claim with our shipping carrier before their own claims deadline closes. Reports made after 14 days may take longer to resolve, since a carrier claim may no longer be possible.
Photos are not required for Huel to investigate a damaged box report — we will look into every report regardless. However, providing the photos above lets us raise a carrier claim immediately and typically resolves your case faster.
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:
Review your photos and order details within 24 hours
Work with the courier (DPD, FedEx, or other) to investigate if needed
Determine the best resolution for your situation
Contact you directly to confirm what is being sent and when
If your parcel was redirected to a DPD locker or pickup point and later shows as returned to sender, let us know this when you report — we can check delivery status directly with DPD rather than needing photos in this case.
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.