Shipping policy

Standard Delivery

Free on orders over £18 (3 pouches or more). Orders under £18 have a small £3.99 postage charge.

Sent via Royal Mail RM48, typically arriving in 2-3 working days. Orders are usually dispatched within 1-2 days, often the same day, depending on how busy we are. We post every weekday, though standard deliveries may be paused during hot weather (see below) and are avoided on Fridays in summer. Orders placed over the weekend may take an extra day during busy periods.

Express Delivery

Express delivery costs £3.99 on orders over £18, or £4.99 on orders under £18. Express orders are prioritised and typically dispatched same-day when ordered before 10am. Sent via Royal Mail RM24, with around 70% of orders arriving the next working day (usually within 24-48 hours). Express is sent Monday to Friday; weekend orders are prioritised first thing Monday morning.

Order Tracking

Once your order is dispatched, you'll receive a confirmation email with a tracking link.

Hot Weather

Because our chocolates are fresh (not preserved with stabilisers), we monitor the weather closely in summer. Standard delivery is typically paused once temperatures rise above 22°C, to avoid chocolates arriving melted. If you need your order urgently during warm weather, choose Express: these are packed with an ice pack when needed and sent on all but the very hottest days (above 30°C). If temperatures exceed 30°C, even Express may be briefly paused for both services - check the site for current updates, or email info@russellandatwell.com if you need advice on timing your order.

Multiple Orders

We combine orders into as few boxes as possible, both to keep packaging simple and reduce environmental impact. If you've placed multiple orders and need them kept separate, email info@russellandatwell.com with your order number and name as soon as possible after ordering.

Freshness

All chocolates are sent with at least 4 weeks' shelf life remaining (often longer). Some special offers may have a shorter shelf life - where this is the case, it will always be described on the product page.

Delivery Days

Deliveries are made Monday to Saturday, depending on your local Royal Mail service.

A Note on Delays

We're a chocolate business, not a courier - deliveries are handled by Royal Mail, who are normally reliable but can occasionally make mistakes. If anything goes wrong with your delivery, contact us at info@russellandatwell.com and we'll do our best to put it right.