Russell & Atwell FAQs

Given that our chocolates contain fresh cream (and no palm oil), they are a little more delicate than most! &#xA0;So they do need to be kept chilled in the fridge - whatever the weather - to enjoy them at their best. &#xA0;But in the summer, we watch the weather especially carefully. If it&#x2019;s sunny and getting warm, we will usually pause shipping until the weather cools. But if your order is urgent and you&apos;re worried about the heat, then please use our &apos;Express plus ice&apos; option for &#xA3;4.99. &#xA0;We pack the chocolates with a reusable ice-pack and extra sizzle to keep them cool in transit &#x2013; and we will post these special parcels out on all but the hottest days.So, if the weather is hot, keep an eye on the homepage of the website - www.russellandatwell.com - and we&#x2019;ll let you know if we&apos;re in a hot pause.If you want to upgrade your shipping, let us know asap on <a href="mailto:info@russellandatwell.com">info@russellandatwell.com</a> <a href="mailto:&lt;a data-fr-linked="></a>and we&#x2019;ll do our best!<img src="https://attachments.gorgias.help/JEmYL2na8Ln6oMgQ/hc/1QNmd2Yry179XA0W/2024082020-7800ae04-bd6b-4d51-8ff8-e2e66ccf6f7c-summer%20temperature%20posting.png" style="width: 300px;" class="fr-fic fr-dib">

Given that our chocolates contain fresh cream (and no palm oil), they are a little more delicate than most!  So they do need to be kept chilled in the fridge - whatever the weather - to enjoy them at their best. But in the summer, we watch the weathe

What happens when it's hot?

Delivery

What is our philosophy at Russell and Atwell?

Our Philosophy

What do you mean by 'fresh' chocolates?

What flavours of Fresh Chocolates do you have?

Where is your chocolate made?

What size packs do your chocolates come in?

Do you still sell starter packs of 2 pouches?

How many chocolates are in your pouches and jars?

How long will your chocolates last in my fridge?

Will you be adding new flavours?

Why 'Monty'?!?

Do your chocolates work well as gifts?

Finding the best combination

Where can I buy your chocolates?

Our Products

OK, so what's actually IN your chocolates?

What allergens do your chocolates contain?

Are your products gluten free?

Are your chocolates lactose free?

Are your chocolates nut free?

Where does your vanilla come from?

Are any of your ingredients genetically modified?

Are your chocolates kosher?

Are your chocolates halal?  Do they contain alcohol?

Are your chocolates suitable for vegetarians?

What is soy lecithin and why do you use it?

Do you sell vegan chocolates?

How many Calories do your chocolates contain?

Are all your ingredients organic?

Why don't you make a sugar-free chocolate?

What's wrong with palm oil?

Would your chocolates be considered an ultra-processed food (UPF)?

Where do your ingredients actually come from?

Do you test your chocolate for heavy metals?

Are your chocolates suitable for a low FODMAP diet?

Do we contain Bovaer?

Our Ingredients

Do you deliver outside the UK?

Can I order now to send at a later date?

How do I apply promo/discount codes?

How will my chocolates be packaged?

I can't log in?  Why aren't you sending me my password?

What payment methods do you accept?

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

Ordering

Where do you deliver to?

Do you offer free shipping?

Do you offer express shipping?

How long does delivery take?

Will my fresh chocolates go off in the post?

Which carrier do you use for delivery?

How do I track my order?

Help! The shipping address on my order is wrong

Can I change my order after I've checked out?

Can I cancel my order?

Can I put my order on hold?

Help!  I'm not going to be there when my order arrives!

Can you add delivery instructions to my parcel for me?

Do you offer refunds or exchanges?

My order tracking says 'delivered' - but it’s not here.

My chocolates have arrived damaged

My order is taking ages - is it lost?

What do I do if I receive the wrong item in my order?

Help! I've got a problem with my order or delivery

How do I order a subscription?

How do I change my subscription details?

How do I skip a subscription shipment?

How do I cancel my subscription?

Subscriptions

I'm a retailer - how do I stock your chocolates?

Corporate or bulk purchases

Retail and Corporate

Contact us

How do I leave feedback?

How should I store my Easter egg chocolates?

What ingredients are used in your Easter egg?

Are your Easter eggs available in-store, or can I only buy them online?

Are your Easter eggs available in different flavours?

Will the Easter eggs arrive intact during delivery?

Do you offer gift wrapping for Easter eggs?

Is the Hex-Flex packaging recyclable?

Easter Eggs

What happens when it's hot?Updated 8 months ago