FAQ

Frequently Asked Questions

Got a question about frozen deliveries, thawing, allergens, refunds, or anything else? You’ll find everything here. If you still need a hand, email info@wheyhey.com.

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Ordering & Accounts

Do I need an account to order?

 

You can check out as a guest, but creating an account makes it quick and easy to:

  • Track orders for your favourite high protein ready meals and low calorie ice cream.
  • Save delivery addresses for simple re-ordering.
  • View previous meal recipes and flavour choices in your order history.
  • An account is the best way to manage your healthy meals and dinners delivered in just a few clicks.

Is there a minimum order?

 

  • Yes — the minimum order is 3 products across our ready meals, frozen pizzas, wraps, pancakes or ice cream sticks. That helps us keep your frozen meals at the right temperature during home delivery and offer better value on our healthy, high protein meals.

Can I choose my delivery date?

 

  • Yes. At checkout you can choose from the available dates for your postcode so you can plan when you’d like your healthy dinners delivered. If a date isn’t shown, it means it’s not available in your area that week for frozen home delivery.

Can I edit or cancel my order?

 

  • Because we prepare and pack your frozen ready meals and ice cream quickly, we cannot edit or cancel orders once they’ve been processed. Please double-check your box, delivery address and date before confirming your order.

Can I add a gift note?

 

  • Yes — you can add a personalised gift message at checkout. It’s a great way to send healthy meals or low calorie ice cream as a gift. Prices are never printed on packing slips, so it’s perfect for birthdays, thank-yous or wellbeing gifts.

 

Delivery & Shipping

Where do you deliver?

 

  • We currently deliver our high protein ready meals, pizzas, wraps and low calorie ice cream to UK mainland postcodes. Some areas (e.g. certain Highlands, islands and remote postcodes) aren’t reachable by our frozen couriers, so we can’t always offer home delivery there.
 
When will my order arrive?

 

  • Delivery Window
    Your order will arrive within 1–2 working days, depending on when it is placed.
  • Cut-Off
    • Before 8:00am Mon–Fri → Dispatched same day for next-day delivery.
    • After 8:00am Mon–Fri → Dispatched next working day.
    • Weekend orders → Dispatched Monday.
  • Standard delivery days: Monday–Friday.
  • Bank holidays: No deliveries on bank holidays; orders roll to the next working day.

How much is delivery?
  • Shipping costs depend on your order size, with free home delivery over £50. Building a bigger box of healthy ready meals and low calorie ice cream sticks is usually the best value option for regular customers.

Which courier do you use?
  • We partner with specialist frozen and chilled couriers experienced in delivering frozen meals and ice cream nationwide. We currently use DX for most deliveries.

How do you keep meals frozen in transit?
  • Your box is designed specifically for frozen, high protein ready meals and ice cream: Insulated liners, dry ice and/or gel packs, strong, recyclable outer box. This keeps your frozen meals at safe temperatures through the day of delivery so your healthy meals arrive in great condition.

Do I need to be home to receive my delivery?
  • Not necessarily. You can nominate a safe place or a neighbour at checkout or via your courier tracking link. Please bring your box indoors and transfer your frozen ready meals to the freezer as soon as possible. We aren’t responsible for the condition of boxes left in a safe place at your request.

Can you deliver to workplaces or flats?
  • Yes, we can deliver healthy meals and frozen ice cream to workplaces and flats, as long as:

- Someone can receive the box on the day of delivery.

- The box can be transferred to a freezer promptly.

For apartments, please ensure your building can accept courier deliveries or has a concierge.


Can you ship internationally?
  • Not at the moment. Our frozen packaging and dry ice are designed for UK transit times only, so we don’t yet offer international ready meal home delivery.

 

Packaging, Dry Ice & Recycling

What’s in the box?
  • Every box is packed for frozen, high protein and low calorie meals:
  1. Insulated liners
  2. Dry ice and/or gel packs
  3. Your selected ready meals, pizzas, wraps, pancakes and/or ice cream sticks
  4. A recyclable outer box
  • Components may vary slightly depending on the season and delivery distance.

Is dry ice safe?
  • Dry ice keeps your frozen meals and ice cream at a safe temperature. It isn’t edible and can cause cold burns on direct contact.
  • If there’s any left on arrival:
  1. Leave the box open in a ventilated area
  2. Let the dry ice evaporate on its own
  3. Keep away from children and pets
  • Do not touch dry ice with bare skin and never ingest it.

How do I dispose of the packaging?
  • Outer box & sleeves: Recycle with cardboard.
  • Trays & films: See recycling symbols on‑pack (varies by product).
  • Insulated liners: General waste bin.
  • Gel packs: Reuse, or follow local guidance. Do not pour contents down the sink unless label explicitly says it’s safe.
  • Dry ice: Leave to evaporate in a ventilated area; do not touch with bare skin.

Receiving Your Box & Storage

My meals arrived a little soft — are they safe?
  • It’s normal for the edges of frozen meals to soften slightly during transit.
  1. If meals are still very cold to the touch or partially frozen, place them straight in the freezer and use as normal, or refrigerate and consume within 72 hours.
  2. If a product has completely thawed and feels warm, please do not consume it — contact our team within 24 hours.

How should I store my meals?
  • Store at ‑15°C or below. Keep frozen until you’re ready to cook. Once cooked, eat immediately and never refreeze a thawed product.

What should I do if my order is late or missing?
  • Check your tracking link first. If it’s still not moving by the end of your delivery window, email orders@wheyhey.com with your order number and we’ll help.

Heating, Cooking & Thawing

How do I cook my meals?
  • Follow the on‑pack instructions. Ovens and microwaves vary — ensure food is piping hot throughout before serving. Our meals are designed to be quick, easy and simple to cook, ideal for busy days when you still want healthy meals.

Do I need to thaw before cooking?
  • Most items cook perfectly from frozen. If defrosting is recommended, do so in the fridge and cook within 24 hours. Never refreeze a thawed product.

Can I microwave from frozen?
  • Yes where stated on‑pack. Pierce or remove film as directed. Always check the centre is steaming hot before eating.

Allergens, Nutrition & Dietary

Where can I find allergen information?
  • Allergens are listed in bold on every product page and on the back of pack. If you have a severe allergy, please note our kitchen handles common allergens and we can’t guarantee the absence of cross‑contamination.

Are your meals suitable for specific diets?

 

  • On each product page you’ll see clear dietary tags such as:
  1. High protein
  2. Low calorie
  3. GLP-1 friendly
  4. Vegetarian (where applicable)
  5. Other relevant dietary information
  • You’ll also see indicators like high fibre or gluten free where relevant, which can help if you’re choosing meals to support weight loss or general health.
  • If in doubt, reach out to us and we’ll help you find the best options for your goals.

Where can I find nutritional information?
  • Full nutrition tables are shown on each product page and on the back of pack.

Subscriptions (optional)

Do you offer subscriptions?
  • Yes — you can set up a subscription for regular deliveries of your favourite high protein ready meals and low calorie ice cream. No long‑term commitment.

How do I skip, pause or change my subscription?
  • You can manage your plan in My Account. Skips and changes must be made before the weekly cut‑off.

How do I cancel?
  • You can cancel any time before the cut‑off. Note that cancelling may remove unused discounts associated with your plan.

Payments, Discounts & Gift Cards

Which payment methods do you accept?
  • We accept major debit/credit cards and digital wallets such as Apple Pay and Google Pay. Available options appear at checkout. Available options are shown at checkout so you can choose the one that’s quick and simple for you.


Can I use a discount code or gift card?
  • Yes — add discount codes or gift card numbers at checkout. One discount per order unless otherwise stated.

Will discounts apply to subscriptions?
  • Introductory discounts apply to your first subscription box only. Multi‑box savings apply automatically.

Refunds, Replacements & Returns

Do you accept returns?
  • Because our products are perishable, we can’t accept returns. If there’s an issue with your order, contact us within 24 hours of delivery and include photos so we can help quickly.

What if something arrives damaged, missing or melted?
  • Please email orders@wheyhey.com with your order number and photos of the packaging and affected items within 24 hours. We’ll investigate with the courier and arrange a replacement or refund where appropriate.

Wrong address or missed delivery?
  • If the address provided was incorrect, or a delivery was missed after the courier attempted delivery within the stated window, we’re unable to refund perishable items. Always use your tracking link to manage safe places and delivery preferences on the day.

Sustainability

How sustainable is your packaging?
  • We’re continuously improving our packaging to balance performance, recyclability and waste reduction. We also design our frozen meals to reduce food waste by offering proper portions and calorie controlled meals that are easy to use. See Packaging, Dry Ice & Recycling above for how to dispose of each component.

Where are your meals made?
  • Proudly made in the UK using high‑quality ingredients from trusted suppliers.

Wholesale, Corporate & Gifting

Do you offer wholesale or corporate boxes?
  • For bulk orders, employee gifting or retail enquiries, email orders@wheyhey.com with details of quantities, delivery dates and addresses.

Can I send a gift box directly?
  • Absolutely. Enter the recipient’s address at checkout and add a gift note. Make sure they’ll be home (or have a safe place) on delivery day.

Contact Us

  • Email info@wheyhey.com with your order number and any photos if there’s an issue. Our customer team is here to help.