Terms of service

Last updated: 25 September 2026

These Terms of Service govern your use of the CocoaDreams website and your purchase and use of products and services offered through it.

CocoaDreams is a brand operated by Glowworm Enterprises LTD. Throughout these Terms, “CocoaDreams”, “we”, “us” and “our” refer to Glowworm Enterprises LTD trading as CocoaDreams.

Our online store is powered by Shopify, which provides the ecommerce platform that enables us to offer our products and services to you.

By accessing our website, creating an account, placing an order, starting a subscription or otherwise using our services, you agree to these Terms and any policies referred to within them.

Quick answers

Can I cancel an order after placing it?

Can I cancel my CocoaDreams subscription?

What happens if my delivery is delayed or lost?

1. About These Terms

These Terms apply when you access or use our website, purchase CocoaDreams products, create a customer account, start a subscription or otherwise interact with services we provide through our website.

Please read these Terms carefully before using our website or placing an order.

Our Privacy Policy explains how we collect and use personal information, and our Returns & Refunds Policy explains our returns, refund and First Pouch Guarantee terms.

Nothing in these Terms limits or excludes any statutory consumer rights that cannot legally be limited or excluded.

2. Eligibility and Customer Accounts

You must be legally capable of entering into a contract to place an order with us.

When placing an order or creating an account, you agree to provide information that is accurate, current and complete.

We use Shopify customer accounts. If you create an account, you are responsible for keeping your login credentials secure and for activity carried out through your account.

You should contact us promptly at support@cocoadreams.co.uk if you believe someone has accessed your account without permission.

You may not sell, transfer or assign your customer account to another person.

3. Our Products

We make reasonable efforts to describe and display CocoaDreams products accurately.

Product colours, packaging or appearance may vary slightly from photographs because of screen settings, manufacturing changes, packaging updates or other reasonable variations.

We may update product descriptions, packaging, ingredients, availability, sizes or other product details from time to time.

Where an important product characteristic changes after you have placed an order but before fulfilment, we will deal with the order in accordance with your applicable consumer rights.

We may discontinue products or limit quantities where reasonably necessary, including because of stock availability, supply issues, suspected resale activity or misuse of promotions.

4. Product Information, Ingredients and Use

CocoaDreams products should be used in accordance with the instructions and information provided with the product or on our website.

You are responsible for reviewing ingredients, allergen information and product directions before consuming a product.

Information provided on our website about wellbeing, ingredients, sleep or nutrition is intended as general product and educational information and is not a substitute for individual medical advice.

Individual experiences and results may vary.

If you have a medical condition, are pregnant or breastfeeding, take medication or are unsure whether a product is suitable for you, you should seek appropriate professional advice before use.

Nothing in this section limits your rights where a product is faulty, unsafe, misdescribed or otherwise does not comply with applicable law.

5. Orders and Contract Formation

When you submit an order through our website, you are offering to purchase the products shown in your order.

Receiving an automated acknowledgement does not necessarily mean that we have accepted the order.

A contract between you and CocoaDreams is formed when we accept your order.

We may decline or cancel an order where we have a legitimate reason to do so, including:

the product is unavailable;
payment cannot be authorised;
we identify an obvious pricing or product information error;
we reasonably suspect fraud;
we reasonably suspect misuse of a promotion or guarantee;
the order exceeds reasonable purchase limits;
delivery is not available to the supplied address; or
we are legally unable to supply the order.

If we cancel an order after payment has been taken and no products are supplied, we will refund the relevant amount paid.

6. Order Cancellations

Where the option is available through our website, you may cancel an order within 1 hour of placing it. After that period, the order may already have entered fulfilment and we may no longer be able to stop it before dispatch.

A successfully cancelled order does not use or waive eligibility for our 60-Day First Pouch Guarantee.

If an order can no longer be cancelled, your rights under our Returns & Refunds Policy and applicable consumer law continue to apply.

Our 1-hour online cancellation feature does not replace or restrict any statutory cancellation rights you may have.

7. Prices and Payment

Product prices are displayed on our website in pounds sterling unless stated otherwise.

The price charged will normally be the price displayed when you place your order, subject to correction of obvious errors.

Any applicable delivery charges will be shown before you complete checkout.

Discounts, promotional offers and promotional codes may be subject to additional conditions and may be changed or withdrawn in accordance with those conditions.

Unless we state otherwise, promotional discounts cannot be exchanged for cash.

You agree to provide accurate and authorised payment information and confirm that you are entitled to use the payment method supplied.

Payments are processed using Shopify and relevant payment providers.

8. Promotions and Discount Codes

From time to time we may offer discounts, free shipping, bundles, promotional codes, introductory offers or other promotions.

Promotions may have their own eligibility requirements, expiry dates, minimum order values or other conditions.

Unless expressly stated otherwise, promotional offers:

cannot normally be combined with other offers;
are intended for genuine customer use;
may be restricted to one use per person, household, account or order;
have no cash value; and
may be withdrawn where we reasonably identify fraud, technical error or abuse.

Nothing in a promotion affects your statutory consumer rights.

9. Shipping and Delivery

CocoaDreams currently delivers to addresses within the United Kingdom.

We currently use Royal Mail as our delivery courier.

Delivery estimates shown on our website are estimates rather than guaranteed delivery dates unless we expressly agree otherwise.

If an order is delayed or appears to be lost, please contact us at support@cocoadreams.co.uk so that we can investigate the delivery and arrange an appropriate solution where required.

We are not responsible for delays caused by events outside our reasonable control, but this does not remove any legal rights you have where goods are not delivered within the required or agreed period.

Responsibility for the goods remains with us until they are delivered into your physical possession, or the possession of a person you have identified to receive them, except where applicable law provides otherwise.

You are responsible for providing a complete and accurate delivery address.

10. Returns, Refunds and First Pouch Guarantee

Returns and refunds are governed by our Returns & Refunds Policy.

This includes our voluntary 60-Day First Pouch Guarantee for qualifying first-time CocoaDreams product trials and our separate rules for unopened standard returns.

Our voluntary guarantees are additional to, and do not replace or reduce, your statutory consumer rights.

11. Subscriptions

CocoaDreams offers recurring subscription purchases using Shopify Subscriptions.

When you choose a subscription, you authorise recurring orders and payments according to the frequency and price displayed when you subscribe, subject to any changes that are properly communicated to you.

You may cancel your CocoaDreams subscription at any time before the next subscription order is processed. Cancelling a subscription stops future subscription orders but does not automatically cancel an order that has already been processed, fulfilled or dispatched.

Your first qualifying subscription order may be eligible for our 60-Day First Pouch Guarantee in accordance with our Returns & Refunds Policy.

Later subscription shipments are treated as normal orders under the applicable returns policy.

You are responsible for keeping your payment, delivery and account information up to date for active subscriptions.

12. Customer Reviews and Feedback

You may have opportunities to submit product reviews, ratings, photographs, feedback, suggestions or other content.

You remain responsible for content you submit and must have the right to submit it.

You must not submit content that is:

false or deliberately misleading;
unlawful;
defamatory or abusive;
infringing of another person's intellectual property or privacy rights;
fraudulent or impersonates another person; or
designed to introduce malicious software or interfere with our services.

Where you voluntarily submit a review or other content for publication, you grant us a non-exclusive, worldwide, royalty-free licence to use, reproduce and display that content for purposes connected with operating, marketing and improving CocoaDreams, subject to applicable law and your privacy rights.

Reviews may also be processed through third-party review platforms such as Trustpilot, Loox and Google.

13. Intellectual Property

The CocoaDreams website and its original content, including branding, logos, designs, graphics, photographs, videos, written copy and other materials, are owned by or licensed to Glowworm Enterprises LTD unless stated otherwise.

These materials are protected by applicable intellectual property laws.

You may access and use our website for personal, non-commercial purposes.

You must not reproduce, distribute, modify, republish, commercially exploit or create derivative works from our protected content without our permission, except where applicable law permits you to do so.

“CocoaDreams” and associated branding, product names and designs may be trademarks or other protected intellectual property of Glowworm Enterprises LTD or its licensors.

14. Acceptable Use

You must use our website and services lawfully.

You must not:

use the website for unlawful or fraudulent purposes;
attempt to gain unauthorised access to our systems or another person's account;
introduce viruses, malicious code or other harmful technology;
interfere with the security or normal operation of the website;
scrape or automatically extract information in a way that unlawfully interferes with our services or rights;
impersonate another person;
submit false information for fraudulent purposes;
abuse our promotions, refund policies or First Pouch Guarantee; or
use our services in a way that infringes the rights of another person.

We may restrict or suspend access where we reasonably believe these Terms have been materially breached or where necessary to protect customers, our business or our systems.

15. Third-Party Services and Links

Our website may include functionality, content or links provided by third parties.

Third-party websites and services operate under their own terms and privacy policies.

We are not responsible for the content or operation of independent third-party websites merely because we link to them.

This does not affect any responsibility we have for third-party providers that we use to perform our obligations to you, such as payment processing or delivery.

16. Relationship With Shopify

CocoaDreams is powered by Shopify, which enables us to provide the Services to you.

However, any sales and purchases you make through our store are made directly with CocoaDreams.

Shopify is not the seller of CocoaDreams products and is not responsible for fulfilling orders, handling CocoaDreams customer service, or providing remedies relating to products sold by CocoaDreams.

Shopify may nevertheless provide technology, payment, account, subscription and other platform services that support our store.

17. Privacy

Our collection and use of personal information is described in our Privacy Policy.

Because our store is powered by Shopify, Shopify also processes certain information relating to your use of our store and its services.

Shopify's applicable privacy information can be found at: Shopify Consumer Privacy Policy .

18. Errors and Availability

We try to ensure information on our website is accurate, but occasional typographical errors, technical errors, incorrect prices, stock inaccuracies or other mistakes may occur.

We may correct errors and update information where reasonably necessary.

If an error materially affects an order you have already placed, we will contact you where appropriate and deal with the order fairly and in accordance with applicable consumer law.

19. Website Availability

We aim to keep our website available and secure but cannot guarantee that it will always operate uninterrupted or without technical errors.

We may temporarily suspend access for maintenance, security updates, technical problems or circumstances outside our reasonable control.

Nothing in this section affects obligations that cannot legally be excluded.

20. Our Responsibility to You

Nothing in these Terms excludes or limits liability where doing so would be unlawful.

In particular, nothing in these Terms excludes or limits liability for:

death or personal injury caused by negligence where liability cannot lawfully be excluded;
fraud or fraudulent misrepresentation;
faulty goods or goods that are not as described where statutory liability applies; or
any other liability that cannot legally be excluded or limited.

If you are purchasing as a consumer, your statutory rights are not affected by these Terms.

We are not responsible for losses that were not reasonably foreseeable when the contract was formed or for losses arising from your own misuse of our products, website or services, except where applicable law provides otherwise.

We do not exclude responsibility for losses that arise because we fail to perform obligations that consumer law requires us to perform.

21. Events Outside Our Reasonable Control

We will not be responsible for delay or failure to perform an obligation where the delay or failure is caused by circumstances genuinely outside our reasonable control.

These may include severe weather, transport disruption, postal disruption, natural disasters, widespread network failures, governmental action or other significant external events.

Where such an event affects your order, we will take reasonable steps to minimise the impact and will communicate with you where appropriate.

Your statutory rights remain unaffected.

22. Ending or Restricting Access

You may stop using our website at any time.

We may suspend or restrict access to an account where we reasonably believe there has been fraud, a material breach of these Terms, misuse of our services or a security risk.

Any restriction or termination of website access does not remove rights or obligations relating to orders already placed, refunds already due or other provisions that logically continue after termination.

23. Severability

If any provision of these Terms is found to be unlawful, invalid or unenforceable, that provision will be treated as modified or removed to the minimum extent necessary.

The remaining provisions will continue to apply.

24. No Waiver

If we do not immediately enforce a right under these Terms, that does not mean we have waived that right.

A waiver of one right or breach does not automatically waive another right or future breach.

25. Entire Agreement

These Terms, together with the policies and terms expressly referred to within them, form the agreement governing your use of our website and purchases from CocoaDreams.

Nothing in this section excludes representations or rights that cannot lawfully be excluded.

26. Transfer of These Terms

We may transfer our rights or obligations under these Terms as part of a legitimate business reorganisation, sale or transfer, provided doing so does not reduce your rights under the contract.

You may only transfer your rights or obligations where permitted by law or with our agreement.

27. Governing Law and Disputes

These Terms and contracts between you and CocoaDreams are governed by the laws of England and Wales.

If you are a consumer, nothing in these Terms removes any mandatory legal protections or rights regarding where you may bring a claim that apply to you.

We encourage you to contact us first if you have a problem so that we can try to resolve it directly.