R&A chocolates are designed by a sweet treat twosome with a 100-year history in chocolate, created with sustainable cocoa, just enough sugar, a drizzle of wildflower honey and a pinch of sea salt. We have replaced the palm oil with organic fresh cream giving our chocolates a uniquely rich and indulgent flavour and texture. And because we use organic fresh cream, our chocolates are best kept chilled in the fridge and eaten within a couple of weeks - if they last that long! Try them to taste the difference fresh makes…

Once you have placed your order, your chocolates should arrive within 5-7 working days.

As soon as your order has despatched, you will receive an email from us with a Royal Mail tracking link. We usually send by RM48 - Royal Mail aim for this service to take 2-3 days from despatch. 

Please note that we may sometimes pause shipping, e.g. during strike periods or when the weather is exceptionally hot, to ensure your chocolates get to you in the best condition and as speedily as possible. Thank you for your patience at these times.

If your chocolates should be delayed, the drop of wildflower honey acts as a natural preservative and will keep them fresh until they can be refrigerated at home.   Pop them into the fridge once they arrive and enjoy them chilled at your leisure!

If you have a query regarding your order, please contact us on info@russellandatwell.com

We will try to help. Please contact us asap on info@russellandatwell.com with your order details and we will see what we can do!

Sorry, not yet! Firstly, we have strived for delicious tasting products and to locally produce whenever possible. We have chosen to use British organic cream and butter as opposed to tropical oils (like palm & coconut) which are typically imported from halfway across the planet. We also use responsibly-sourced honey (our suppliers recently won 'Best Buy' in the Ethical Consumers Honey Survey).   However, never say never! If we manage to crack a delicious vegan chocolate we will definitely let you know!

We specially select our cocoa for its rich and fine taste and, true to our values, all our cocoa is from sustainable sources. Our cocoa growers are passionate about sustainability, supporting the environment, transparency and social responsibility.  The centres of our chocolates use single origin Fino de Aroma beans from Colombia and, uniquely for our Rich Dark chocolate, we source rare premium-quality cocoa from the Solomon Islands.  

Yes absolutely - you can include a gift message of up to 100 characters (you can type more, but it won't be printed - sorry!).  You need to add it from the basket, i.e. BEFORE you check out.  Only one message per order!  (so you may need to make multiple orders)

The message will appear on the despatch note inside the box - and don't worry, the price is not printed anywhere, so it is perfectly safe to gift!

For pouches, we use recyclable mono-layer plastic (kerbside recyclable by some councils and most major supermarkets). Our glass jars are made from recycled glass and are recyclable and refillable. Our Eco Refill pouches are made from glassine paper (recyclable as paper). We use paper bubble-wrap, sizzle-paper filler, recyclable tissue paper and recyclable cardboard postal boxes.

Sorry, no! Due to the fresh nature of our chocolates, we are currently only able to deliver to the UK.

If you are a deli, cafe or small shop with a fridge and foody customers, then the simplest thing to do is order our 'starter' pack of 12 Milk, 12 Caramel, 12 Dark pouches with shelf-wobblers and postcards.  Contact us at sales@russellandatwell.com and we can sort that for you.

If you are a larger retailer, or want to speak with us, again please just send us an email to sales@russellandatwell.com and let's talk!

Multiple orders and reducing packaging:

We like to keep things simple and in doing so reduce environmental footprint - so we will try to pack your order into as few a number of boxes as possible (usually just one). If you order multiple packs and need to keep them separate, please let our customer team know on info@russellandatwell.com asap after placing your order - together with order number and name.

We post every weekday, although in Summer we avoid Fridays for Standard Deliveries and occasionally pause deliveries if the weather is too hot. Deliveries are made Monday-Saturday depending on the quality of your local Royal Mail service.

We aim for delivery within 5-7 working days of you placing your order. Standard Delivery is free. 

Once your order has been despatched, you will receive a confirmation email with a tracking link. Our standard deliveries are sent using Royal Mail 48 and usually arrive within 2-3 working days of being sent. The drop of honey acts as a wonderful natural preservative and keeps your chocolates deliciously fresh during transit.

We offer an 'Express Delivery' for an extra £1.75 to cover our costs - these packages will be prioritised within our system and typically sent out same-day if you order before 9am. They will be sent by RM24 (like first class post) usually arriving in 24-48 hours. Express deliveries are sent Monday to Friday.

Please note that we are a chocolate business (not a courier!) so we are in the hands of Royal Mail who are normally very good, but do occasionally make mistakes - do let us know if there is a problem and we will do our best to fix it!

We set out to make chocolates that take taste and texture to the next level, replacing the palm oil with fresh organic cream with absolutely no artificial preservatives, flavours or colours.  This means that our chocolates need to be kept chilled in the fridge. This maintains the authentic flavours of the fine ingredients we use which come from artisan British producers, who, like us, are passionate about taste.   

Typically, the chocolate that you find in your local supermarket or chocolate shop can be eaten up to a year after it is made.  In order to achieve this, chocolate companies use dried milk and artificial preservatives to extend the shelf life of their products. We believe that by using fresh ingredients, the taste is richer and melt-in-the-mouth sublime. Being fresh, our chocolate does have a shorter shelf life and needs to be stored in the fridge to retain the authentic taste of the ingredients. It’s the real taste of chocolate!

Why use palm oil which is transported half way round the world, when you can use delicious cream from organic British farmers? Apart from saving all those food miles, unsustainable palm oil production has been responsible for huge amounts of deforestation, which has had severe consequences on animals (in particular orangutans), the environment and local communities.

The first thing to say here is that we (and indeed all other chocolates) are an indulgent treat - we are not a health food, nor are we a meal replacement, we're a little moment of sheer joy that you can choose to have (or avoid!) in your day. 

Secondly, it’s interesting that sugar is now demonised in the same way that fat was through the 1980s,1990s and beyond - for the record this didn't end well with natural forms of fat (like cream) substituted by highly artificial, ultra-processed 'filler' ingredients that were designed to dupe your mouth and brain into thinking it was eating something it wasn't.

Sugar has been a part of human diets since circa 8000 BC where there is evidence of the Indigenous people of New Ginea chewing it raw. Sugar was first added to drinking chocolate by the Spanish in the 16th century, often together with vanilla to make a sweeter, more enjoyable drink. Sugar has been integral to chocolat-making since the modern chocolate bar was invented in the 1840s.  Sugar, when used responsibly (and not lazily as a 'filler' ingredient) works brilliantly to give sweetness and good mouthfeel to chocolate and frankly make it taste delicious.

True to these original chocolate foundations, sugar is therefore present in varying quantities in all of our chocolates ,depending on the flavour (less in dark, more in milk), as a natural, minimally processed ingredient - alongside sustainable cocoa, organic fresh cream, wildflower honey and Dorset Sea Salt - all kitchen cupboard ingredients that we have selected for taste and provenance, and where we also personally know the producers.

Of course, there are alternative chocolates out there with less sugar, often boosted by high-intensity sweeteners (sometimes natural, sometimes artificial) that rarely taste as good and are often manufactured through complex chemical processes, designed to fool your taste buds into thinking they are eating sugar - and a number of them can give you the ‘runs’. There are also 'raw chocolates' out there with minimal or zero sugar. 

However, in the end, it’s all about choices - we choose to use sugar (and a drop of wildflower honey) because it is a natural product and tastes amazing, consumers are free to choose another brand or product with lower sugar that suits them better - the choice is yours!

Because everything tastes better fresh...

...we have replaced the palm oil with organic fresh cream giving our chocolates a uniquely rich flavour and texture. 

The generous dollop of fresh organic cream and butter is added to our sustainable cocoa, together with just enough sugar, a drizzle of wildflower honey and just a pinch of Dorset Sea Salt - this is the core recipe for just about all our chocolates.

Try them to find out!

We currently make 7 delicious fresh chocolate flavours :

Creamy Milk - a hand-finished, rich 40% milk chocolate shell with a rich milk chocolate centre and a touch of caramel.

Salted Caramel - a hand-finished 72% dark chocolate shell with a rich milk chocolate and salted caramel centre. 

Cracking Hazelnut - a hand-finished rich 40% milk chocolate shell tumbled in crunchy nuts with a creamy roasted Italian hazelnut and chocolate centre. 

Smooth Dark - a hand-finished 72% dark chocolate shell with a rich dark chocolate centre and a drop of honey. 

Extra Rich Dark - a luxurious 72% chocolate shell, with a cool creamy centre, enriched with premium 100% Solomon Islands cocoa, perfectly blended with organic double cream, a drop of honey and a pinch of salt. 

Seville Orange (limited edition) - a hand-finished 40% milk chocolate outer shell with a deliciously creamy chocolate centre expertly blended with juicy Seville oranges.

NEW Passion Fruit (limited edition) - a hand-finished 55% dark chocolate outer shell with a slow-melting, lush passion fruit centre.

Our Extra Dark chocolates are for the true dark chocolate connoisseur - they really pack a punch!

To get their unique and luxurious flavour, we have used super-premium cocoa and so we're afraid we have to charge a little more for them - sorry!  If this is a little steep for you, then you could always try our delicious signature Smooth Dark chocolates. 

The answer to this is not straightforward!  And what even is an 'ultra-processed food'?!?

There are all sorts of complicated definitions, but in layman's terms it is said that a food made only with ingredients you would find in a domestic kitchen - so excluding chemical additives as colourings, preservatives, sweeteners, 'texturisers' etc - is not ultra-processed.

So for the centres of our chocolates, we take just a few kitchen cupboard ingredients, carefully chosen for their flavours and personality - e.g. Dorset sea salt, fresh organic Cotswolds cream and wildflower honey from Salisbury Plain.  No thickeners, no sweeteners, no colourings, no flavourings... no 'E' numbers!

We then use the least processing possible, mixing and piping them just as you would at home.  The wonderful colour, texture and sweetness come from Steve's expertise as a chocolatier.  During the development stage he tests and re-tests each flavour until he gets the recipe just right.  Then, rather than using chemicals, we rely on the natural preservative properties of the wildflower honey (and the temperature of your fridge!) to keep them deliciously fresh for longer.

So far so good!

The catch is that the chocolate we use to enrobe the centres is technically seen as an ultra-processed food.  This is because the cocoa it is made from requires a degree of processing - including the addition of a trace of soy lecithin.  This acts as an emulsifier, to make the chocolate smooth, workable and suitably pleasant to eat.

At this point in time, it is pretty much impossible to find milk or mild dark chocolate that hasn't undergone at least this degree of processing.  For this reason, any product that includes chocolate will almost always be seen as ultra-processed.

So, to summarise, we absolutely believe in the philosophy that the best foods use ust few high quality kitchen ingredients, minimally processed, BUT there is one element we can't avoid that is considered to be 'ultra-processed' - and that is the chocolate shell.  So by definition, our chocolates would strictly be seen as ultra-processed too.  Having said this, we genuinely believe we are at the best end of a very broad spectrum!

Our chocolates come in 90g pouches and 160g refillable Eco-jars with 160g refill pouches 

We pack our chocolates by weight, so it's difficult for us to be exact on this!  But....

Our 90g pouches contain around 12 fresh chocolates.

Our 160g gifting jars contain around 20 fresh chocolates.

Our 160g Eco jar refills contain around 20 fresh chocolates.

All our chocolates are made here in the UK to a recipe created by our master chocolatier Steve (Russell). Just about all our ingredients are British, apart from the cocoa, which is sustainably sourced, predominantly from Colombia.

The artisanal factory that makes our chocolates was the very first customer for Giles' family business back in 1921 - buying a 7lb block of chocolate!

Because our chocolates are fresh, you need to keep them in the fridge to maintain the delicious fresh flavours.

Each pack or jar has its own individual 'use by' date.  We always ensure that your products arrive with at least 2 weeks' shelf-life - however, we'll be surprised if you need that long to eat them!

Absolutely - the creation of new flavours is Steve's favourite pastime!

For example, we introduced a limited edition Seville Orange chocolate for the festive season in 2021.  Instead of the usual orange oil flavouring, we use the whole fruit, peel and all!  It was so successful that we brought it back for the 2022 and now it's available for the 2023  festive season too.  Oh, and did we mention that it has won a Good Taste award too?!? 

We introduced a delicious tropical passion fruit flavour for Valentines in 2023, and now for Autumn 2023 we have introduced our limited edition Blond - made with white chocolate - and our limited edition premium dark chocolate Marc de Champagne, which is ideal for gifting.

On top of this, we created a number of micro-batches in 2023 - just 100 pouches each time, first come first served!  These have included strawberries and cream, honey nut and vegan.

So there are new flavours being introduced all the time!  Sign up to our newsletter to find out all about our new flavours as and when they launch.

And do get in touch on Instagram, Facebook or Twitter or on email to info@russellandatwell.com to tell us what flavours you'd love to see go fresh.

We have very deliberately chosen to use this name for our signature packs, since it is so unmistakeably British compared to some of our international competition - e.g. Ferrero, Lindor.  We are passionate and patriotic supporters of quality British farming and ethical British business.

A 'Monty' to us also signifies a decent quantity of chocolate and a good variety.  So our basic Monty packs always contain 3 pouches, and these are always in a mixture of flavours (rather than our triple packs which are 3 of the same flavour... are you with us so far?!?)

This sense of variety and plenty is taken from the idea of the 'Full Monty'.

Ignoring the connotations of a certain well-loved and very British film starring Robert Carlyle(!), the full monty means 'the full amout expected, desired or possible'.

There are various explanations as to how the phrase originated, but we like the one that refers to General Montgomery's penchant for a full English breakfast of eggs, bacon, sausage etc, even in the heat of the desert - which of course became known as the 'Full Monty'.

And so indeed we have our own 'Full Monty'!  This is a pack containing a pouch of all of our current flavours (though this is becoming challenging in itself as we develop more flavours... but let's just sidestep that for now!) 

So there you have it - we have called it a Monty to signify our Britishness, and to convey the sense of a generous assortment of deliciousness!

Thanks for your interest! 

Please follow us on Instagram, Facebook or Twitter and sign up to our newsletter here to find out all our latest news and offers. You can also read our blogs and news pages here on our website.

What allergens do your chocolates contain?

Our chocolates contain milk and soy. They may also contain traces of nuts as they are made in a facility that uses tree nuts and cross-contamination is possible.

Our passion fruit flavour is made with a passion fruit curd that also contains egg. This is the only product in our range with egg in it

Are your products gluten free?

All our ingredients are free from gluten.  However, we cannot guarantee that they are ‘gluten-free’ as the equipment we use to make our chocolates does come into contact with gluten from time to time.

Are your chocolates nut free?

Our chocolates are not suitable for people who suffer from a nut allergy or intolerance as all our chocolates are made in a facility that uses tree nuts and cross-contamination is possible. Clearly our Cracking Hazelnut Chocolates also contain nuts.

Are your chocolates lactose free?

No.  All of our chocolates are made with fresh organic cream, so they all contain lactose

What is soy lecithin and why do you use it?

Soy lecithin is a natural stabiliser derived from the soya bean. We use it in our chocolate to make it lovely and smooth which allows us to create the chocolate ‘crack’ around our rich creamy centres. Our soya lecithin is non-GMO (which is the same for all our ingredients for that matter - this means it is not Genetically Modified).

Where can I find a full list of ingredients for your chocolates?

Essentially, all our products are built from a 'core recipe' of sustainable cocoa, a generous dollop of organic cream & butter, just enough sugar, a drizzle of wildflower honey and just a pinch of Dorset sea salt.  If you need more detail, the specific ingredients and nutritional values are listed against each product in our online Chocolate Shop here.

Is your cocoa sustainably sourced?

We specially select our cocoa for its rich and fine taste and, true to our values, all our cocoa is from sustainable sources. Our cocoa growers are passionate about sustainability, supporting the environment, transparency and social responsibility.  The centres of our chocolates use single origin Fino de Aroma beans from Colombia and uniquely, for our Rich Dark chocolate, we source rare premium-quality cocoa from the Solomon Islands.  

Do you use cocoa from these various sources in all of the chocolates?

We use a variety of different cocoas for each chocolate, with the centre typically coming from Luker and the outer shell typically coming from Frey.  Our Solomon Islands cocoa comes from Firetree. 

Luker Chocolate is a family-owned business in Colombia. All their chocolate is made in Colombia and they work directly with over 50 cocoa farmer cooperatives to train, educate and promote sustainable and profitable cocoa models that increase their income and quality of life. In 2011 they started to plant cocoa forests in regions of Colombia heavily impacted by armed conflict. 

Frey’s cocoa comes from partnership programs with local farmers' organisations and cooperatives, financing projects that have a lasting positive impact on the cocoa communities. 

Firetree focuses on funding the farmer direct, paying twice the average farm gate price.  They work with governments and NGOs and visit the farms themselves to ensure good farming practices are adhered to. 

Which of your ingredients are organic?

We focus on sourcing the highest quality ingredients produced to high ethical standards, hence all our dairy ingredients are organic. We believe this sets the highest standards, not only for taste but also for animal welfare. Wherever possible, we source from small local British producers who are passionate about their craft.  The organic farms we use are all within 12 miles of the dairy and the cows graze for over half the year on pasture.  On most of the farms, the cows even get to choose when they would like to be milked!

Where can I find a full list of ingredients ?

Essentially, all our products are built from a 'core recipe' of sustainable cocoa, a generous dollop of organic cream & butter, just enough sugar, a drizzle of wildflower honey and just a pinch of Dorset sea salt.  If you need more detail, the specific ingredients and nutritional values are listed below:

Creamy Milk:

Sugar, Organic Double Cream (MILK), Cocoa Mass, Cocoa Butter, Honey, Milk Powder (MILK), Organic Butter (MILK), Golden Syrup, Cocoa Powder, SOYA Lecithin, Natural Vanilla Extract & Flavour, Sea Salt.

ALLERGENS IN CAPS, MAY CONTAIN TRACES OF NUTS

Salted Caramel:

Sugar, Organic Double Cream (MILK), Cocoa Mass, Cocoa Butter, Golden Syrup, Organic Butter (MILK), Cocoa Powder, Milk Powder (MILK), Sea Salt, SOYA Lecithin, Natural Vanilla Extract & Flavour.

ALLERGENS IN CAPS, MAY CONTAIN TRACES OF NUTS

Cracking Hazelnut:

Sugar, Hazelnuts, Cocoa Butter, Double Cream, Milk Powder, Cocoa Mass, SOYA Lecithin, Sea Salt, Natural Flavour, Vanilla Extract

ALLERGENS IN CAPS, CONTAINS NUTS.

Smooth Dark:

Cocoa Mass, Organic Double Cream (MILK), Sugar, Cocoa Butter, Honey, Organic Butter (MILK), Cocoa Powder, SOYA Lecithin, Sea Salt, Natural Vanilla Extract & Flavour.

ALLERGENS IN CAPS, MAY CONTAIN TRACES OF NUTS

Extra Rich Dark:

Cocoa Mass, Organic Double Cream (MILK), Honey, Sugar, Cocoa Butter, Cocoa Powder, Organic Butter (MILK), Sea Salt, Natural Vanilla Flavour.

ALLERGENS IN CAPS, MAY CONTAIN TRACES OF NUTS

Tropical Passion Fruit (limited edition): 

Sugar, Cocoa Mass, Passion Fruit Curd (Sugar, EGG, BUTTER, Passion Fruit Concentrate (15%), Gelling Agent: Fruit Pectin, Acidity Regulator: Citric Acid, Cocoa butter, Organic Double CREAM, Honey, MILK powder, Emulsifier: SOYA Lecithin, Passion Fruit Juice, Maltodextrin (Potato), Natural Vanilla Extract and Flavour, Sea Salt, Thickener: Acacia gum

Contains 3.5% Passion Fruit Juice

ALLERGENS IN CAPS, MAY CONTAIN TRACES OF NUTS

Seville Orange (limited edition): 

Sugar, Cocoa Mass, Organic Double CREAM, Cocoa Butter, MILK powder, Organic BUTTER, Seville Oranges, Orange Juice, Cocoa Powder, SOYA Lecithin, Sea Salt, Natural Vanilla Extracts and Flavour 

ALLERGENS IN CAPS, MAY CONTAIN TRACES OF NUTS

The % cocoa content of a chocolate means the % of cocoa solids found in the powder, butter or liquor that is used to make it.

Our chocolates have 2 elements - the shell and the centre.

All our dark chocolate shells have 72% cocoa solids, while our milk chocolate shells contain 40%.

Simple!

But for the centres is isn't as straightforward...

For the cocoa element, we use a very high quality cocoa liquor, with a high % of cocoa solids (100% in the case of our extra dark). But of course this is then mixed with other ingredients - primarily butter and cream - to create the actual centres.  So the OVERALL % in the centre will of course be less than the % in the cocoa ingredient we use to make it...

To add to the complication, each flavour has a different mix of ingredients, which Steve - our co-founder and chocolatier - has painstakingly developed and perfected, to make all the delicious flavours we sell today.  

So the actual % of cocoa in the centres will vary according to our trade secret recipes - which we genuinely cannot share!

Out aim is to use as few simple 'proper' ingredients as we can - we're all about 'good' calories!

The number of Calories varies slightly between flavours, but in each case the value per 100g is shown on the back of the pack, along with the other nutritional information.  Our chocolates are made using an artisanal process, hence the size and shape does vary, but on average each chocolate weighs 8g.  On this basis, the number of Calories per chocolate is around 40-45 - specifically:

Passion Fruit - 39

Seville Orange - 40

Extra Rich Dark - 42

Smooth Dark - 43

Milk - 43

Salted caramel - 45 

Nutty - 46

Why use palm oil which is transported half way round the world when you can use delicious cream from Organic British Farmers?  Apart from saving all those food miles, unsustainable palm oil production has been responsible for huge amounts of deforestation which has had severe consequences on animals (particularly orangutans), the environment and local communities.

Is your chocolate suitable for vegetarians ?

Yes, our chocolates are suitable for vegetarians.

Do you sell vegan chocolates?

Sorry, not yet! Firstly we have strived for delicious tasting products and to locally produce whenever possible. In this respect, we have chosen to use British organic cream and butter as opposed to tropical oils (like palm & coconut) which are typically imported from halfway across the planet. We also use responsibly-sourced honey (our suppliers recently won 'Best Buy' in the Ethical Consumers Honey Survey).   However, never say never - if we manage to crack a delicious vegan chocolate we will definitely let you know!

The short answer is no... but hear us out!

We focus on sourcing the highest quality ingredients produced to high ethical standards.  Hence we use organic ingredients where we can - e.g. all our dairy ingredients are certified organic.

Wherever possible we source from small local British producers who, like us, are passionate about their craft.

For example the organic farms we use are all within 12 miles of the dairy and the cows graze for over half the year on pasture. (On most of the farms, the cows even get to choose when they are milked!)

However while the chocolate we use is of very high quality, and it is very important to us that it is sustainably sourced, it has not been certified organic.  This means that overall our chocolates would not be classed as organic.

No, our chocolates have not been certified as halal.  

Alcohol isn't an ingredient in our chocolates, however alcohol is used in the preparation of our vanilla extract.  Although the alcohol is driven off during the extraction process, we cannot guarantee that our chocolates won't contain traces of alcohol.

No sorry, we don't currently make a sugar-free chocolate - but if we ever manage to crack that challenge, we'll let you know!

How do I place an order?

Just select the products you would like using the "Add to Basket" button.  (If this is very slow, try refreshing the page)

When you are ready to proceed, go to the cart and click "checkout", then follow the instructions to provide us with your delivery and payment details (we accept all major credit and debit cards).

Alternatively, simply click the "Buy Now" button to check-out quickly using Apple Pay, Google Pay, PayPal or Shop Now.

Once we receive your order, we aim to get it to you within 5-7 working days, although you will usually receive it much sooner.  

Your chocolates will typically be delivered using the Royal Mail 48 Tracked service.  Our pouches come in a slim pack which fits directly through your letterbox. 

How do I update the number of items in my cart/remove an item?

Simply click on the trolley icon to amend the quantity or remove the item from your basket.

Help! The chocolates I want are unavailable

We typically make a batch of fresh chocolates every month so don't worry, they'll be back in stock soon!

Can I cancel/amend my order?

Please get in touch with us at info@russellandatwell.com as soon as you can and we will do our best to cancel or amend your order.  

But as our products are fresh, we pack them up and send them off to you as soon as possible after you order, so it may be too late!  Hence we unfortunately cannot guarantee to change or refund your order if you change your mind. 

Can I send something as a gift?

Yes absolutely - our chocolates make great gifts!  Just make sure you put the lucky recipient's details in the shipping address of your order.  You can even include a gift message of up to 100 characters (you can type more, but it won't be printed - sorry!).  You need to add it from the basket, i.e. BEFORE you check out.  Only one message per order!  (so you may need to make multiple orders)

The message will appear on the despatch note inside the box - but don't worry, the price is not printed anywhere, so it is perfectly safe to gift!

How do I know you have received my order?

You will receive an email confirmation of your order.  Your chocolates should arrive with you within 5-7 working days, but it's usually much sooner

Where do you deliver to?

Due to the fresh nature of our chocolates, we are currently only able to deliver to the UK, including the Channel Islands and the Isle of Man, but excluding BFPO.

When will my chocolates arrive?

You should receive your chocolates within 5-7 working days of placing your order.  We usually despatch using the Royal Mail 48 Tracked service, so you will receive a tracking link as soon as your order leaves us.  Royal Mail aim to deliver these orders within 2-3 days, but of course it can take longer.  And we sometimes pause shipping, e.g. to avoid strikes or particularly hot weather.

How much does delivery cost?

We offer FREE delivery on all our orders.

Is it safe to send your chocolates through the post?

We have thoroughly tested our chocolates to be safe to post and, if necessary, spend a few days in a warehouse awaiting delivery.  This is largely thanks to the little drop of wild honey that acts as a wonderful natural preservative for the chocolates - hence they should be deliciously fresh on arrival. Just pop them straight in the fridge and enjoy them chilled at your leisure thereafter. 

How will my chocolates be packaged?

Our pouches come in a slim pack which fits directly through your letterbox, while our glass jars are delivered in a branded parcel-box.  

How long will my chocolates last?

The quick answer to that is... probably not long!  But seriously, all our chocolates have a use by date on the pack, so you know when to eat them at their absolute best.  We aim for all our packs to arrive with at least 2 weeks left on the use by date.   

As soon as your chocolates are packed up and ready to go, you’ll receive an email notification to say they are on their way  This includes a Royal Mail tracking link, so you can follow your order right to your letter box.  

You should receive you chocolates with 5-7 working days of placing your order, but once our chocolates leave us we are in the hands of RM.  We usually use their RM48 service, which they aim to deliver within 2-3 days of despatch.

Please contact us on info@russellandatwell.com if you experience any problems.

We have thoroughly tested our chocolates to be safe to post and, if necessary, to spend a few days in a warehouse awaiting delivery.  

This is largely thanks to the drop of wild honey that acts as a wonderful natural preservative for the chocolates.  Hence they should be deliciously fresh on arrival -  just pop them into a fridge and enjoy them chilled at your leisure!  

Please contact us on info@russellandatwell.com if you experience any problems.

Firstly, sorry!  Our chocolates, like any other chocolates, will melt in warm temperatures.  Given they contain fresh cream (and no palm oil), they are a little more delicate than most!  So we have a 'warm weather' plan for the handful of days in the British summer when things get a bit toasty - usually between June-August.

1)  We watch the forecast.  We try to time our shipping for cooler days or when storms are forecast to take the edge off the temperatures

2) We typically upgrade our shipping to RM24 tracked (at our own expense) to minimise the time our orders spend in transit

3) We look at how they are packed.  Sustainability is a big factor for us here, but we are always looking at new ideas.  e.g. at the moment we are trialling including re-usable ice packs in with the chocolate (again at our own expense) to try and keep them cooler for longer

4) As a last resort, we stop sending.  We always encourage our customers to get in touch if they aren't happy with their chocolates for any reason and we closely monitor this feedback.  So, if we see that our chocolates are still arriving melted, despite all of the above measures, then reluctantly we pause shipping all together and wait for the temperature to drop. 

So, if you are reading this during one of our 'tropical pauses', we are really sorry for any disappointment or inconvenience, but we hope you can see that we're trying our best!  We are grateful for your support and understanding.

What payment methods do you accept?

We accept all major credit and debit cards, as well as Apple Pay, Google Pay, Shop Pay and PayPal.

You can select your preferred payment method at checkout.

My payment hasn't gone through, what should I do?

Please try an alternative payment method if you can.  If this still doesn't work then contact us at info@russellandatwell.com and we'll do our best to help.

Do I need to set up an account to place an order?

No!  We don't actually set up accounts for our customers - please just check-out as a guest.

At the checkout you can  "Save my details for a faster check-out" - SHOP will then implement two factor authentication to securely save your details for next time.  

Help! I can't remember my password

As no-one has an account, there is no need for passwords - so you don't actually have one!  (Please note that the "Forgot My Password" link is therefore not active)

What if I'm not happy with my chocolates?

We are pretty sure that our chocolates are going to be even better than you expected but occasionally things can go wrong. 

If they do, we want to hear about it! Please contact us at info@russellandatwell.com with photos and details and we will do our best to help.

Can I get a refund if I miss my delivery date?

We try to get your chocolates to you within 5-7 working days of placing your order, although you will usually receive them much sooner. Once your order is ready to despatch, we use the Royal Mail 48 Tracked service which aims to deliver within 2-3 days.

However we cannot guarantee our delivery dates, since postal delays may occur that are not within our control.  We may also 'pause' despatch at certain times, e.g. during strike periods or particularly hot weather.  For these reasons we regret we cannot offer a refund in these circumstances. 

For any queries, please contact us at info@russellandatwell.com

What if my chocolates arrive damaged?

Our chocolates are sent out in bespoke boxes and we have done extensive testing to give them the best chance of arriving in mint condition. However, things do occasionally go wrong.  If this happens to you, we want to hear about it!  

If your chocolates are damaged or do not arrive in perfect condition, please contact us with photos and details on info@russellandatwell.com so we can put things right.  

Where is my order?

As soon as your chocolates are packed up and ready to go, you’ll receive an email notification to say they are on their way.  This includes a Royal Mail tracking link, so you can follow your order right to your letter box.  

You should receive you chocolates with 5-7 days of placing your order, but once our chocolates leave us we are in the hands of RM.  We usually use their RM48 service, which they aim to deliver within 2-3 days of despatch. 

Please contact us on info@russellandatwell.com if you experience any problems.

What if I change my mind?

Please get in touch with us at info@russellandatwell.com as soon as you can and we will do our best to cancel or amend your order.  But as our products are fresh, we pack them up and send them off to you as soon as possible after you order, so it may be too late!  Hence we unfortunately cannot guarantee to change or refund your order if you change your mind.

What is your approach to sustainability?

As well as making delicious chocolate, one of our core aims is to have a net positive impact as a business. To us, this encompasses everything from interactions with communities, paying (at minimum) the living wage to people who work for us and minimising the environmental impacts from the sourcing of our ingredients and packaging.  As we start up, our decisions are guided by these considerations and once we are up and running as a business, we aspire to achieve B Corp Certification which will legally require us to consider the impact of our decisions on workers, customers, suppliers, community, and the environment.

Is your cocoa sustainable?

We specially select our cocoa for its rich and fine taste and, true to our values, all our cocoa is from sustainable sources. Our cocoa growers are passionate about sustainability, supporting the environment, transparency and social responsibility.  The centres of our chocolates use single origin Fino de Aroma beans from Colombia and uniquely for our Rich Dark chocolate we source rare premium-quality cocoa from the Solomon Islands.  

Do you use cocoa from these various sources in all of the chocolates?

We use a variety of different cocoas for each chocolate, with the centre typically coming from Luker and the outer shell typically coming from Frey. Our Solomon Islands cocoa comes from Firetree. 

Luker Chocolate is a family-owned business in Colombia. All their chocolate is made in Colombia and they work directly with over 50 cocoa farmer cooperatives to train, educate and promote sustainable and profitable cocoa models that increase their income and quality of life. In 2011 they started to plant cocoa forests in regions of Colombia heavily impacted by armed conflict. 

Frey’s cocoa comes from partnership programs with local farmers organisations and cooperatives, financing projects that have a lasting positive impact on the cocoa communities. 

Firetree focuses on funding the farmer direct paying twice the average farm gate price.  They work with governments and NGOs and visit the farms themselves to ensure good farming practices are adhered to. 

What is your packaging made from and is it environmentally friendly?

We have discovered that packaging is a complicated area!  We have always strived to minimise environmental impact whilst also having packaging that can protect our fresh chocolates in the cold & sometimes moist environment of home fridges. While we are happy to be improving, especially with glass & refillable jars, we are not yet satisfied!

Pouches 

Our original 90g pouches were made from oxo-degradable materials which are generally accepted to be a marginally better environmental option than standard non-recyclable flexible plastic packaging. However we have now progressed to using only fully recyclable mono-layer plastic pouches (LDPE 4). These new pouches can be recycled kerbside by some councils and can be brought to most major supermarkets for recycling. 

We welcome new options as packaging technology advances and will always choose the most cost-effective sustainable pouch that keeps our product fresh in your fridge.

Refillable Jars & Eco Pouches

Our jars are made from recycled glass.  They are themselves recyclable, but importantly they are also refillable - and thus if you buy one of our fresh chocolate jars from the site, it will come with a rinseable label.

https://www.russellandatwell.com/collections/glass-jar-gifting-range

You can then buy 'Eco Jar Refills' https://www.russellandatwell.com/collections/eco-jar-refill-collection to top up your jars.  These refill chocolates are supplied in paper-based glassine packaging that is biodegradable and recyclable. 

Postal Boxes & other packaging

We have strived to ensure that all other packaging materials are recyclable, and are themselves usually made from recycled paper too. 

We use 'paper bubble-wrap' for our Jars, recyclable tissue paper & information cards. Our postal boxes are 100% recyclable and biodegradable and made from FSC certified forests.

Can your Oxo-Degradable pouches be put in with the plastic recycling?

Unfortunately not.

Most recycling companies do not accept oxo-degradable plastics as there is the potential for the oxo additives (which help breakdown the plastic) to impact the quality of the recycled plastic. Until that changes, you can put your pouches in with the non-recyclable waste.

Will you be looking at other packaging options?

We certainly will!

 As we scale up, there will be an increasing range of options available to us. Many of the packaging options which we would like to use need to be ordered in tens of thousands and we aren’t making that many chocolates yet. The more you eat the sooner we will get there! 

We don’t just want to make delicious chocolates, we also want to have a net positive impact and as such, sourcing packaging with the lowest environmental footprint is very important to us.

We make our chocolates in batches because they are fresh.  Each fresh batch has 8+ weeks shelf life.  New retailers are sent their first order as soon as a fresh batch arrives, with a minimum of 6 weeks' shelf life wherever possible.

Initial orders may be made via our website and paid for on placement of order.  

Once your account is open, we offer 30 day terms from the date of delivery.

Your order will be delivered by our courier on an ambient overnight run. Please pop it in the fridge as soon as it arrives!

Six cases is our minimum order carriage paid.  This could be 36 pouches (6 cases) or 24 jars (6 cases), or a combination of pouches and jars. 

We've reduced the cost of our products recently to get to a sharper price point. 

Pouches are £3.37 + VAT (Extra Dark  £3.84).

Jars are £7.25 + VAT (Extra Dark  £8.27).

Please note: these prices are for a minimum order of 6 cases.

You know your customers and the margins you would like to achieve, and pricing is very much your choice. As a guide, we recommend pouches retail between £6 - £6.50 and jars retail between £12 - £13.

As chocolate is an impulse purchase, for the best activation in-store, follow these simple steps;

- post the arrival of the chocolates on your social media and talk to customers about ‘fresh’ chocolates as the concept will be new to them

- put the fresh chocolates at eye height in the fridge nearest to the till or with snack items and desserts 

- apply a good price point - this is something new for consumers so encourage them to buy a bag with a good price!

- use the fresh chocolates for sampling with your regular customers to encourage them to trial the product

Steve is always thinking up new flavours!  We loved his Seville Orange limited edition flavour that came out for Christmas 2021.  For now though we are focusing on 5 flavours in 2 pack formats.  But watch this space... anything new and our retailers will be the first to know!

We are transitioning to pouches made from recyclable plastic. In some areas these can be recycled in your household recycling 'kerbside'.  They are also accepted at major supermarkets nationwide.  

Our glass jars are made from recycled glass and are fully recyclable.

Our recommended, and most popular, first order is:

- 12 x 90g pouches of Creamy Milk

- 12 x 90g pouches of Smooth Dark

- 12 x 90g pouches of Salted Caramel

This is a balanced order, hitting the biggest-selling flavours, follow-up orders then typcially become either more 'Milk' focused (e.g. you then order an additional 12 x Cracking Hazelnut) or more 'Dark' focused (e.g. you then order an additional 12 x 'Extra Dark').

Click here to order now!

We're very sorry, but due to exceptional demand, we have paused sending sample packs to retailers. 

Instead, our suggestion is that you buy our Number One-selling consumer pack 'The Golden Monty' directly from our website by clicking here.  This pack includes one pouch of each of the three flavours contained in our recommended retailer first order below.  

If you like the taste of our delicious fresh chocolates, we will then refund the cost of this pack against your first full order.  To make your first full order, please contact us via sales@russellandatwell.com.

Our recommended retailer first order contains:

- 12 x 90g pouches of Creamy Milk

- 12 x 90g pouches of Smooth Dark

- 12 x 90g pouches of Salted Caramel

This is a balanced order, hitting the biggest-selling flavours.  

Based on sales, follow-up orders then typically become either more 'Milk' focused (e.g. by ordering an additional 12 x 'Cracking Hazelnut') or more 'Dark' focused  (e.g. by ordering an additional 12 x 'Extra Dark').

For larger orders, again please just contact us directly at sales@russellandatwell.com

Simply, find your favourite product on our website.  Rather than 'adding to basket', click on the product to show the details and then click the button that says "Subscribe & Save 15%". 

Then choose the frequency from the drop-down (every 4, 6 or 8 weeks) and add to basket. You will be charged for the first pack immediately.  After that we keep your payment details on record to charge you for the subsequent packs, delivery by delivery.

If you purchase "Subscribe & Save" on one of our packs, you will only be charged for the first pack upfront.

We will then store your payment details securely and charge you again before each delivery is due. You'll receive an email before payment is taken.

You can view your next charge date, cancel, or amend your order and payment details any time, using your customer portal. We will email you the link to your portal to manage your subscriptions once you have made your purchase.

There is no password for your subscription!  Instead you access it through your own unique 'portal'.  Using this portal, you can easily manage all aspects of your subscription.  At the time you subscribed, you will have been sent a confirmation email containing your portal link.

But don't worry if you can't find this link - just drop us an email on info@russellandatwell.com and we'll send it to you again.

Yes!  Once you have purchased a subscription from us, you will be sent a link to your customer portal.  This puts you in full control of your subscription.  (If you can't find it, just get in touch and we'll resend it)

To change the details of your sub, click on the link to your subscription portal, then click on your subscription product.  This takes you to a menu confirming your subscription details - i.e. quantity, next order date, order frequency, payment details and your customer details.  Click on the arrow in the appropriate box to change any of these settings.

And if you want to skip your next order, just scroll down and click the 'Skip this order' box at the bottom of the list.

Remember you can always contact us on info@russellandatwell.com if you need any more help at all. 

Click on the link to your subscription portal (see 'Can I change my subscription details myself?' above)

To change your subscription product, use the 'add product' box to add your new product selection, then confirm the details of this new subscription on the following page.  (Please note that your new product will be charged at the current price).

Once this is done, select your original product from the list, scroll to the bottom of the menu and select 'cancel subscription'.  

That's it!

Don't forget to contact us on info@russellandatwell.com if you need any help.

Yes, absolutely!  You can cancel your next subscription any time before it is ordered.

Just click on the link to your subscription portal (see 'Can I change my subscription details myself?' above) 

Click on your subscription product and you will be taken to a menu confirming your subscription details.  Scroll down to the bottom of the menu and click the 'Skip this order' box.

If you have already received your order confirmation email from us, there is a small chance we can still stop it. No promises, but contact us immediately on info@russellandatwell.com and we will do what we can!

If you want to pause your subscription for longer, again please just get in touch and we'll try to help.

Yes, you can order more of your subscription product at any time and still take advantage of your subscription price.

Just click on the link to your portal (see 'Can I change my subscription details myself?' above).  Click on your subscription product, and you will be taken to a menu confirming your subscription details.  Click on the black 'Order now' box at the top and complete your order from there.

If you want to order a different product, just go to the website and you can make a one-off purchase, separate from your subscription, at the prevailing 'one-time purchase' price.

Yes of course!

If you ever want to pause completely, just click on the link to your portal (see 'Can I change my subscription details myself?' above), click on your subscription product, then scroll down to the bottom of the page and click the 'Cancel Subscription' box.  

Our cancellation confirmation email includes a 'Manage Subscription' link, which you can use to re-activate your subscription at any time, but this will be at the current price on the day.

Any issues, just contact us as usual on info@russellandatwell.com and we can help.

Any questions, comments or if you just want to say hello, please email us at info@russellandatwell.com

Alternatively, you can find us on:

Instagram

Facebook

Twitter

For press queries, please contact Alex at Right Hand PR alex@right-hand.co or talk to us directly on pr@russellandatwell.com

I am a retailer - how do I stock your product?

We have been trading for over a year now and are predominantly sold online. However, we are listed in an increasing number of quality Delis and Cafes, currently mainly in the Midlands and London area.  Watch this space or sign up to our newsletter here to follow future developments.

If you are interested in listing us in your store, we like to ask 3 questions:

1) Do you have foody customers who are interested in what they eat and prepared to pay more for quality products?

2) Do you have a well-maintained fridge in-store where the fresh chocolates can be chilled, browsed and bought?

3) Fresh Chocolates is a new idea for many customers - are you able to sample and/or tell people about our chocolates in your store to drive trial?

If the answer to the 3 questions above is 'yes', then we believe our chocolates are a good fit for you.

You can order our number one selling retailer-only starter pack right here on our website.

For larger orders, or if you have any queries, please get in touch with us by email on: sales@russellandatwell.com. We'd love to be sold in your store!