[Resolved] UK Order unresolved since May 22 — return requested June 4, but still no refund or final decision

Experiences
1

Hi Huel team,

I’m posting here because I’ve run out of normal support routes and I’m hoping a moderator can help escalate this internally.

I’ve been a Huel customer since 2020, but this order has now been unresolved since May 22, 2026.

FedEx Taiwan could not clear the shipment because the customs invoice information provided by Huel was not usable. Huel attempted to correct the paperwork more than once, but FedEx still could not complete the declaration before the customs deadline.

Because of that, I formally requested return-to-sender on June 4, before the June 5 deadline. On June 5, Huel WhatsApp support told me that Carrier Management had requested the return.

However, the return was never completed, I have not received the goods, and I still have no confirmation of:

  • the refund amount

  • whether Huel will arrange return or destruction

  • who will cover the related costs

  • whether Huel will cover the late declaration fee, which is increasing by NTD 200 per day

I’ve received several polite replies saying the teams are “looking into it” or that a resolution is coming soon, but no one has provided the actual decision.

I’m not asking Huel to pay normal import tax while I keep the goods. I am rejecting the shipment because the documentation and return process were not resolved in time.

Could a Huel moderator please help route this to a senior Customer Experience or Carrier Management owner who can make a final decision?

For privacy, I’m not posting the full order or tracking number publicly, but I can provide everything privately to a staff member.

Thank you.

2

Understood, sorry about this.

I’ve dropped you a DM so I can look into this for you.

3

Hi Mark, thanks for the quick reply, I have good news.

Update: Huel has now responded and confirmed that a full refund has been processed. They have also confirmed that I will not be expected to pay the customs charges, although they are still finalising that part directly with the courier.

I’d especially like to thank Akiko, Freya, Bryony, James, and Callie from Huel. Although this took much longer than any of us expected, I appreciate everyone’s patience, professionalism, and willingness to keep working through a very complicated situation.

I’ll update the thread again once the refund has reached my account and the courier/customs side is fully closed.

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