Our Policies

Returns & Privacy Policies

We always aim to post your order within 1 working day, please note this is not always possible whilst we  are such a small team, running a physical shop at the same time!

Returns Policy

We cannot accept returns on our sweets and chocolate. However we will pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc).

If you need to discuss the return of an item, please Contact Us with your order number and details about the product you would like to return. 

Refunds (if applicable)

Once your return has been received by us and inspected, we will send you an email to notify you that we have received your returned item. 

We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)  

If you haven’t received a refund yet, first check your bank account again. 

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at: cococonfectionerynailsworth@gmail.com

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at: cococonfectionerynailsworth@gmail.com

Return shipping

You will be responsible for paying for your own return shipping costs for returning your item. Return costs are non-refundable. 

We advise using a tracked service to return your order as we don’t guarantee that we will receive your returned item.

To return your product, you should mail your product to: Coco Confectionery 7A Fountain Street, Nailsworth, Gloucestershire, GL6 0BL.

Modifications to our website & Termination of services 

We reserve the right to make changes to our products and prices.

Furthermore, we reserve the right at any time to modify or discontinue products on the website service without notice at any time.

We shall not be liable to you or any third-party for any modification, price change, suspension or discontinuance of the Service.

All descriptions of products or product pricing are subject to change at anytime without notice, at the sole discretion of us. Products on our website may have limited quantities.  

Liability, Guarantees and Warranty

We do not guarantee, represent or warrant that your use of our website service will be uninterrupted, timely, secure or error-free. 

Regarding events outside our control:

We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control (Force Majeure Event). A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control.


We have a legal duty to supply the products to you in conformity with the contract, and will not have conformed if it does not meet the following obligation. Upon delivery, the products purchased from our site will be of satisfactory quality and be reasonably fit for any purpose for which you buy them.

Governing Law

These terms of service and any other agreements whereby we provide you services, shall be governed by and construed in accordance with the laws of the United Kingdom.

Data Protection

When placing an order with us and/or creating an account using your personal information (such as name, address, ect) we will solely use this information for knowing where to send our products to you (using your address) and/or for promotional purposes, whereby we may send you promotional materials via email or other electronic communication methods. 

 Please see our Privacy Policy for more information.


We have included a list of ingredients for each of the products on our site. It is your responsibility to read these ingredients. Please note, that as we supply these products from a third party manufacturer, we use all of the information given to us from them (ie, ingredient listings). Therefore, Coco Confectionery is not liable for products not listing allergens that we haven’t been provided the information for.

Our sweets are handled in our shop, where we do sell products with nuts, therefore we cannot guarantee that any of our products are nut free.

Any questions please contact us  


We will deliver the products to you within the agreed period of time without undue delay, and in any event, not more than 30 days after the day on which the contract is entered. If we do not deliver the products to you on time, you may treat the contract at an end if:

  1. We have refused to deliver the goods, or if you said to us, prior to the contract, that the delivery time was essential and we have failed to send the products within that time.

  2. After we have failed to deliver in that time period, you have specified a later period which is appropriate to the circumstances and we have not delivered within that period.

We update the availability of the entire stock constantly.  Items that are ‘Out Of Stock’ will be displayed as such. In the rare event of a problem with the availability of a product marked ‘In Stock’, we will contact you.  You may then wish to cancel the order or wait until the item becomes available.

We aim to dispatch all UK orders within 24 to 48 hours for delivery within 1 to 3 working days depending on your chosen shipping method. During busy periods this is not always possible, so please allow several days longer for dispatch and delivery. 

While 93% of 1st Class parcels arrive next working day and the vast majority of 2nd Class parcels arriving within 3 days, on occasion Royal Mail will fail to meet their target. Meanwhile, please check your local sorting office to see if the package has been taken there. 

Risk and title

Risk of damage to, or loss of, any products will pass to you when they have been delivered to you.

Ownership of the products will only pass to you when we have received the payment in full, including delivery charges. 

Withdrawal and Cancellation

The Consumer Contracts Regulations gives you a cancellation period that starts the moment you place your order and ends 14 days from the day you receive your goods. 

You have the right to cancel your order or request a modification to your order by contacting us through email, providing we have not yet dispatched it. If the item has been dispatched to you, it is your responsibility to return the products back to us. To receive a refund, your item must be unused and in the same condition that you received it. It must also be in the original unopened packaging. 



Privacy Policy 

We are committed to protecting your privacy. When you place an order with us, the information we require from you includes: your name, email address, credit card billing address, delivery address, credit or debit card number and associated details. This allows us to process and fulfil your orders and to notify you about your order status.  We will also require a telephone number in case we need to contact you. We call this information that we collect from you, “Order Information.”

By using the service provided by this website, you agree to the collection and use of information in accordance with this policy. 

It is our promise to you that we will not use this information from you for any other purpose other than processing your order and/or informing you of our products and services. 

When using our site, we collect information from your device (device information) solely to help us screen for potential risk and fraud (in particular, using your IP address), and more generally to improve and optimize our website services (for example, by generating analytics about how our customers browse and interact with the website, and to assess the success of our marketing campaigns) 

We use BigCommerce to power our online store. Their privacy policy can be seen below: https://www.bigcommerce.com/privacy-2019-06-14/ - “We may share your personal data with other third party sites, which will be updated here in the future.” 

Your personal information

We collect personal information from you to help with targeted advertisements that we believe may be of interest to you, particularly through the means of Facebook and Instagram. Should you wish to opt out of targeted advertising, follow these links below:  

For Instagram: https://help.instagram.com/615366948510230 and/or for Facebook: https://www.facebook.com/settings/?tab=ads  

Your rights 

You reserve the right to access your own personal information that we have collected from you and may ask to have your information updated, corrected or deleted. Should you wish to exercise these rights, please contact us at cococonfectionerynailsworth@gmail.com.

Data Collection

When you place an order with us, we shall maintain your Order Information for our records, unless you ask us to delete this information.

Data Protection

The protection of your personal data is very important to us and we will strive to use commercially acceptable means to protect this information. However please note that no method of transmission over the internet is 100% secure and therefore we cannot guarantee absolute security. 


Cookies are tiny text files, which are sent to your browser from a website and stored on your computer’s hard drive. We use these files to collect information from you (for example, what items are in your shopping basket). You may refuse “cookies”, however the website may not work for you without use of them. 

Updates to our Privacy Policy 

We reserve the right to update or change our privacy policy and it is your responsibility as the user to review our policy periodically without us notifying. We will constitute that you acknowledge our modifications to the site by your continued use after our changes to the privacy policy have been made.


Any questions regarding our privacy policy please contact us