Where's My Order?

We're so sorry that your order has been delayed. 
We have sent you an email update with a new estimated delivery date.
Please check your junk email if you have not yet seen it.

We have been completely overwhelmed and humbled by support and orders since appearing on Dragons’ Den. Beyond our wildest expectations, we sold two years of turnover in two hours, and found ourselves in the bittersweet position of having totally run out of chocolates. Since then, we have working all hours to make, pack up and send as many orders as possible.

MORE FAQs

When will I receive an exact delivery date?

We are working through all our orders - 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. You will then receive your chocolates in 3-5 working days (we use Royal Mail 48 so the exact delivery time is down to them).

What happens if I’m away when my delivery arrives?

Don’t worry! The drop of organic honey in our chocolates acts as a natural preservative so your chocolates will be fine for a few days until you get home and can put them in the fridge.

Can I cancel or change my order?

Unfortunately, due to the huge volume of requests we cannot process order changes right now.

We’d love you to wait and try our chocolates but we are happy to refund anyone who prefers to cancel - please email info@russellandatwell.com with your name and order number.

When will I be able to order again?

We are putting everything on hold until all our orders are filled, and that includes Mother's Day and Easter.

We will notify everyone on our mailing list as soon as we are back in stock. You can sign up here 

Why is this taking so long?

We planned for a lot of orders but our estimates were blown out of the water – within two hours we sold two years’ worth of fresh chocolates! 

We are now rushing to produce more, but, we will not compromise on quality.

Whereas a mass-manufactured chocolate bar takes about an hour or two to produce, our chocolates take about 3 days to make in an artisanal batch process. We only use the best quality ingredients from small, mainly British producers and, as a young start-up, we are doing everything ourselves from the packing to answering customer queries. Please bear with us as we work on the most efficient, zero-compromise way to make the most fresh chocolates and get them out to you as quickly as we can. 

We know you can taste the difference - The Dragons certainly did.

Thank you so much for your patience and support
Steve & Giles