Refund policy

REFUNDS

Russell & Atwell, fresh chocolates are naturally perishable products and unfortunately, we can’t offer you a refund unless there has been a mistake on our behalf (please forgive us!) or the products do not conform to our quality standards.

 

However, please do still contact us if you run into any problems and we will do our utmost to resolve the issue for you. 

 

EXCHANGES/REDELIVERIES

Despite our best attempts to get your fresh chocolates delivered to you in the very best condition, sometimes our couriers do let us down and your chocolates may arrive slightly damaged (we're sorry!) If they do arrive damaged or defective at all, we want to put this right for you, so please email us at info@russellandatwell.com and include your name, order number, product name and images of the damaged chocolates . The more information we have, the sooner we can get this resolved for you!

 

SHIPPING

Please note that we send your fresh chocolates by Royal Mail Tracked  and as such offer you delivery guidelines based on their published recommendations, these can be found here . Therefore we are not liable for any delivery issues once the items have left our Chocolate HQ. However, we will do our best to understand and resolve any problems as best as we can.

 

Please please can we always ask you to double-check the name and address of the person you are sending to – while we’ll try to do everything we can to correct any address errors, we cannot be responsible for posting out a package if you have supplied us with an incorrect or incomplete address. Sorry!

 

RETURNS

We do not accept any returns at Russell and Atwell.

Any further queries, please contact our customer team at info@russellandatwell.com