Delivery and freshness

* We are a small business in a very busy period, so encourage you to order as soon as you can to give us max time to pack and send! We will continue to pack and send until Sunday 22nd December, but chocolates will likely arrive over the Christmas period. We are in the hands, as always,of Royal Mail, so will do everything we can to get your chocs to you, but can never guarantee a date!

* * These are typical times in transit - this can take longer during peak seasons. We normally ask to allow for 1-2 days to pack for a standard order, 1 day for an Express. The earlier you order, the less the risk of late arrival - net please order as soon as you can!

 

Standard delivery

Standard delivery is free for orders over £17 (3 pouches or more) - otherwise there is a small charge of £2.99 to help us cover postage costs.

How often do you post out?

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.

 

When can I expect my order?

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.

 

What if I'm in a hurry?

We offer an 'Express Delivery' for an extra £1.99 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.

 What if I'm in a hurry and it's hot in the summer?

In the summer, we watch the weather carefully and if sunny/ above 22 degrees will usually pause delivery until the weather cools. If it's urgent and you're worried about the heat, then please use 'Express plus ice' for £4.99 - we pack the chocolates with an ice-pack and extra sizzle to keep it cool in-transit - we will post this out on all but the hottest days.

 

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.

And finally...

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!