An update from HelloFresh on the current situation

As the current situation evolves very dynamically, I would like to give you an update on how HelloFresh is addressing the outbreak of Covid-19.

Now more than ever many people globally are relying on us for access to fresh, high-quality food in such uncertain times. We have been deemed an essential service by governments all around the world and trusted to provide communities in meeting their basic needs. We take this responsibility very seriously and are proud that we can do our share to feed nations all around the globe. 

First and foremost, I would like to stress that the health and wellbeing of our customers and of our employees is our highest priority. We would not do anything to put this at risk. 

Our teams are working around the clock to meet the very high demand we are seeing and to let our customers enjoy the best meals possible in the safety of their own home. 

In order to ensure that everybody stays healthy, we have implemented a number of additional health and safety measures across our offices and our whole supply chain - for the benefit and safety of our employees as well as for our customers. 

These include: 

• Work from Home policies for all HelloFresh employees that are able to perform their job from home per the recommendations of National Health Authorities
• Strict hygiene standards around frequent handwashing and sanitation have been substantially increased in our production sites all around the world beyond the already high bar we put on food safety and compliance 
• Our personnel has been supplied with gloves and additional equipment on top of the already strict hygiene guidelines we’ve been following for a long time. Additionally we are working on making masks available in all distribution centers.
• Access controls to our facilities have been significantly strengthened along with strict screening protocols to limit external visitors to a minimum
• Contactless delivery protocols have been initiated wherever we run our own first party delivery fleet
• Our delivery partners have been directed to follow strict hygiene protocols which include frequent hand washing, wearing of masks and contactless deliveries
• Relaying the most up to date recommendations on how to protect oneself and others, based off of the World Health Organisation, to our employees, including our drivers
• We’re requiring that our employees take paid time off should they feel at all strained or unwell

As we are adapting to the increase in interest in our service and unprecedented levels of very dynamic demand, we are asking our customers for their genuine understanding in case we cannot fulfil our highest service levels at all times. 

• There might be changes in delivery times as we collaborate with the busy schedules of our delivery partners which are also operating a maximum capacity
• In some instances customers might have to wait a little bit longer for a response from our customer care team as they are dealing with incredibly high volumes every day and work in large parts from the safety of their own homes
• While we have not seen ingredient shortages so far and can generally react very dynamically with either ingredient substitutions or changing parts of the recipe without impacting customer experience, the food supply chains are stretched at the moment 

Rest assured, our teams across the world are well aware of their responsibility and they are working tirelessly to make sure that everybody receives their orders on time, in full and to the highest quality standards. 

I would like to take a moment to thank all of our hard working employees in our operations facilities for their dedication and resilience. I am really proud of how everyone has stepped up to this challenge. 

Stay safe!