Frequently Asked Questions

HELP CENTRE

How do I place an order?

Add as many items as you wish to your shopping basket while browsing our store by clicking on the "Add to Basket" button. Once you want to proceed with the order, do so by going to the cart and clicking "checkout". Follow the instructions, providing us with delivery information and entering your 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 you have placed your order, we aim to get it to you within 3-4 workings days. Your chocolates will be delivered via Royal Mail 24 in a slim pack directly through your letterbox.

Can I cancel/ amend my order?

As a fresh food company, once our orders are packed up they go straight out to you so that may not be possible, but please get in touch at info@russellandatwell.com and we'll see how we can help. 

Help! The chocolates I want are unavailable.

Don't worry, they'll be back in stock soon! 


We make a batch of fresh chocolates at the start of every month and we are doing our best to manage demand. Once the batch has sold out, you can pre-order to make sure you get your chocolates as soon as the next batch is produced. 

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.

Can I send something as a gift?

Yes! 

Add the chocolates to your basket where you have the option to leave a note with your order. Then click to check out and add the lucky recipient's address followed by your payment details. Please note we are only able to offer UK delivery due to the fresh nature of our product.

How do I know you have received my order?

You will receive an email confirmation and your chocolates should arrive with you within 3-4 working days.

What's so special about Russell & Atwell chocolates?

We have replaced the palm oil with organic fresh cream giving our chocolates a uniquely rich flavour and texture. Try them to find out!

How many chocolates are in your pouches and jars?

Our 90g pouches contain around 12 fresh chocolates.


Our 160g gifting jars contain around 22 fresh chocolates.

Is there a best before date?

Yes, because our chocolates are fresh, you need to keep them in the fridge and eat them within four weeks. Although, we doubt they will last that long!

Where is the chocolate made?

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.

Will you be adding new flavours?

Watch this space! 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 to tell us what flavours you'd love to see go fresh.

How can I find out more about Russell & Atwell?

Thanks for your interest! 


Please follow us on InstagramFacebook or Twitter and sign up to our newsletter here to find out all our latest news and offers.

Why are your Extra Dark chocolates more expensive?

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 had to charge a little extra for the Extra Dark chocolates - sorry! If this is a little steep for you, then do try our delicious signature dark chocolates.


How can I send to a friend?

Simply add your gift(s) to the cart and when you check-out, add your friend's details to the delivery address and select your payment method.

Do you sell gift vouchers?

Gift vouchers are coming soon - watch this space!

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

Only if you want to! You can also check-out as a guest.


You'll get the option to "save my details for a faster check-out" at check-out and can opt to set up an account for your next order.

I can't remember my password

No problem, just hit "Forgot My Password" at login and we'll send you an email to reset your password.

What payment methods do you accept?

You can select your preferred payment method at checkout.


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

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

Please try an alternative payment method or contact us at info@russellandatwell.com and we'll do our best to help.

Where do you deliver to?

Due to the fresh nature of our chocolates, we are currently only able to deliver to the UK. 

When will my chocolates arrive?

It will take us 1-2 days to process and pack up your order, then we will send it out using Royal Mail 24 in a slim pack that can be posted directly through your letter-box.


Your chocolates should then arrive with you within 3-5 days of placing your order.

How much does delivery cost?

Delivery costs £2 for all orders under £10.


We offer FREE delivery if you order 2 pouches or more, or if you spend more than £10.

Where's my order?

You should expect to receive your chocolates within 3-5 working days of placing your order. Once your order is packed up and ready to go, we use Royal Mail 24 to deliver your chocolates directly through your letterbox.


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


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 on info@russellandatwell.com and we will work out what we can do to make you happy.


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

We aim to get your chocolates to you within 3-4 days of placing your order. Once your order is ready to dispatch we use Royal Mail 24 Hour Courier to get your chocolates to you as soon as possible. Nobody needs to be home as our boxes can be posted directly through the letterbox. 


Unfortunately, any delivery delays that do come up will not be in our control as this is a Royal Mail service so we cannot offer a refund. 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 make sure they arrive in mint condition! However, things do occasionally go wrong and we want to hear about it, so please contact us on info@russellandatwell.com

If the chocolates were damaged or do not arrive in perfect conditions, photos would be really helpful so we can make sure that next time they arrive in great condition.

Where is my order?

It will take us 1-2 days to process and pack up your order, then we will send it out using Royal Mail 24 in a slim pack that can be posted directly through your letter-box.


Your chocolates should then arrive with you within 3-4 days of placing your order. Any problems please contact us on info@russellandatwell.com


Please note, we are a small start-up with limited resources in a pandemic - we will get your product out as quickly and efficiently as we can.

What if I change my mind?

As our products are fresh, we pack them up and send them off to you as soon as we can so unfortunately we can't guarantee refunds if you change your mind. You can get in touch with us at info@russellandatwell.com

What are Fresh Chocolates?

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 to maintain the authentic flavours of the fine ingredients we use which come from artisan British producers, who, like us, are passionate about taste.   

How does Fresh Chocolate differ from standard ‘long-life’ chocolate?

Typically chocolate that you will find in your local supermarket, or chocolate shop, has a long shelf life, and can be eaten up to a year after it is made.  In order to achieve this, chocolate companies will 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 the 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!


Palm Oil vs Cream

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.


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.

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.

Is your chocolate suitable for vegetarians or vegans?

Our chocolates are suitable for vegetarians but NOT vegans as they contain organic cream from cows and honey from bees.

What’s wrong with palm oil?

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.

What is soya lecithin and why do you use it?

Soya 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?

Please have a look at each individual product in the store - that will tell you the specific ingredients and nutritional values for each product

Why are only some of your ingredients organic?

We focus on sourcing the highest quality ingredients with high ethical standards.  Wherever possible we source from small local British growers who are passionate about their craft.  The reason our dairy is organic is that we believe this sets the highest standards for animal welfare and taste. The organic farms are all within 12 miles of the dairy and the cows graze for over half the year on pasture.  In most of the farms the cows actually choose when they would like to be milked.


Are your products sustainable?

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.

All our cocoa is 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 Columbia 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. 

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 NGO’s and visit the farms themselves to ensure Good Farming practices are adhered to. 

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

  • Our Café Pouches are 100% recyclable and biodegradable.
  • Our Retail Pouches are made from oxo-biodegradable materials which are generally accepted to be a better environmental option than standard non-recyclable flexible plastic packaging.  The pouches will break down in a much shorter timeframe than standard plastic flexible packaging. In landfill, oxo-degradable plastics will degrade to water and carbon dioxide and leave no toxic by-products. We have chosen the most cost-effective sustainable pouch that keeps our product fresh in your fridge.
  • Our postal boxes are 100% recyclable and biodegradable and made from FSC certified forests.

Can your 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 by the 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 important to us.

Where can I buy your chocolate?

Right here on our website!


Our fresh chocolates are principally available online, but we are now starting to appear in a few Delis The Atrium Bar & Kitchen (Nottingham) and Branca (Oxford) , but watch this space or sign up to our newsletter hereto follow future developments.


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

Please get in touch with us on sales@russellandatwell.com

Our first question will be; "do you have a fridge?"!


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 - we anticipate this to be in June-August.


When the temperature rises about 22 degrees across the country or it's very sunny, we will monitor carefully and reserve the right to 'pause' posting packs out until the temperature drops again. This ensures the chocolates arrive at their destination in the best possible condition. Under 'normal' British conditions, this will typically mean pausing for 2-3 days as the sunshine seems to rarely last very long!


Our priority is to get our delicious chocolates to you in the best possible condition - thanks for your understanding.

For press queries, please contact pr@russellandatwell.com

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


Alternatively, you can find us on:

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We will send out the Festive orders from 9th December, so they will start to arrive from the 10th December. Please note that couriers/post over this period are very busy (and not always reliable), so we cannot guarantee a day for delivery, even though all packs will be sent via 24 hour courier.