When you contact us about an order, we try to look up your account using the email address you're writing from. Sometimes this doesn't match the email linked to your order — and that's actually pretty common.

You used a different email to set up your account

Your Huel account is tied to whichever email you used at signup. If you're contacting us from a different email address, we won't find that account automatically.

You have multiple Huel accounts

If you've created more than one account over time (even accidentally), each one is linked to a different email. When you contact us from an email that doesn't match any of them, we can't pinpoint which one you mean.

Your email address has a typo

Typos happen at checkout. If you accidentally entered your email wrong when you placed the order, we'll look it up with the email you're contacting from and come up empty.

Someone else used your email

In rare cases, if you share an email account or if someone else with access to it placed an order, it might be under that email but we wouldn't be able to match it to you immediately.

You're using email +addressing

Some email services let you use plus signs in addresses — like yourname+huel@example.com. If you signed up with one version and are contacting us from another, we won't automatically match them.

The easiest way to resolve this is to provide your order number. You can find it:

Once you give us the order number, we can look it up directly in our system — no email match needed.

No problem. Tell us:

This helps us narrow it down and find the right account.

Once we have the right information, we'll be able to:

Just reply with the order number or the details above, and we'll take it from there.