The good choc.

Customer complaints

  • What do I do if my delivery is incomplete?

    We are very sorry that your delivery was incomplete. This was not our intention and should not be the case! We will take care of a subsequent delivery as soon as possible. Please send a short message to info@the-nu-company.com with the exact information about the product(s) you have ordered.

  • I am unsatisfied with the products.

    We are very sorry that we cannot satisfy you with the quality of our products. 

    Please send us a message at info@the-nu-company.com and explain why you are dissatisfied. It would be best if you also send us a photo, the best before date (BBD) and your order number. We will then take care of your request as soon as possible.

Returns

  • What happens after I revoke my order?

    If you cancel your order, we will reimburse you for all payments we have received, including delivery costs (with the exception of additional costs resulting from having chosen a type of delivery other than the cheapest standard delivery offered by us), without undue delay and at the latest within fourteen days from the day on which we received the notification of your cancellation of the order. For this repayment, we will reimburse the same means of payment that were used for the original transaction, unless expressly agreed otherwise with you; in no case will you be charged for this repayment.

     

    We may refuse repayment until we have received the goods back or until you have provided proof that you have returned the goods, whichever comes first.

     

    You must return or hand over the goods to: the nu company Returns, C/O Sprint Logistics, A2 Parkway West, Cranford Lane, Heston Middlesex, TW5 9QA without undue delay and in any event, no later than fourteen days from the day on which you notify us of the cancellation of the order. The deadline is met if you send the goods before the expiry of the period of fourteen days.

     

    You shall bear the direct costs of returning the goods.

     

    You must pay for any loss in value of the goods only if this loss in value is due to a handling of the goods that is not necessary for the examination of the condition, properties and functioning of the goods.

  • Can I revoke my order?

    You reserve the right within fourteen days to revoke your order, without providing any reasoning.

    The withdrawal period is fourteen days from the day:

    • on which you or a third party named by you, who is not the carrier, have taken or has taken possession of the goods, if you have ordered one or more goods as part of a uniform order and these are delivered uniformly;
    • on the day on which you or a third party named by you, who is not the carrier, have taken or has taken possession of the last goods, if you have ordered several goods as part of a single order and these are delivered separately;
    • on the day on which you or a third party named by you, who is not the carrier, have taken possession of the last partial consignment or the last piece, if you have ordered goods that are delivered in several partial consignments or pieces;

    To exercise the right of withdrawal, you must inform us (the nu company GmbH, Karl-Liebknecht-Str. 8, 04107 Leipzig, e-mail address: info@the-nu-company.com) by means of a clear declaration (e.g. a letter sent by mail, fax or e-mail) of your decision to return your goods.

    Please understand that for hygienic reasons, among other things, we can only take back unopened goods. This means in detail:

    • for nucao: we only take back unopened boxes of 6.
    • for numove: we only take back unopened boxes of 6.
    • for numove shake: we only take back closed 200g boxes.
    • for nuseed: we only take back unopened boxes of 6.
    • for nucao spread: we only take back the original closed jars.
    • for promotional packages: we only take back the complete and unopened packages.

     

  • I would like to return my products.

    We are very sorry to hear that you wish to return your products.

    Please understand that, mostly for hygienic reasons, we can only take back and accept goods that are unopened. This means that:

    • for nucao: we only take back unopened boxes of 6.
    • for numove: we only take back unopened boxes of 6.
    • for numove shake: we only take back closed 200g boxes.
    • for nuseed: we only take back unopened boxes of 6.
    • for nucao spread: we only take back the original closed jars.
    • for promotional packages: we only take back the complete and unopened packages.

     

    Please send us the unopened packages at one's own expense to the following address and include a delivery note highlighting the items that you are sending back. The return address is as follows: 

     

    the nu company Returns

    C/O Sprint Logistics

    A2 Parkway West

    Cranford Lane

    Heston Middlesex

    TW5 9QA

     

    We hope you understand that as a social food startup that already invests largely in our sustainable value chain, we cannot afford to cover the return shipping costs.

     

    Please let us know once you send off the products, so that we can advise our warehouse to inspect your package and refund you in a timely manner.

Payment Methods

  • How can I pay you?

    We accept the following payment methods via our online shop:
    - Credit card
    - PayPal
    - PayPal Express
    - Google Pay
    - Apple Pay
    - Shopify Pay

    Further details on payment:
    If payment is made using a credit card, your credit card account is debited in conjunction with the conclusion of payment.

Shipping & Delivery

  • When will my delivery arrive?

    Unless specified otherwise, deliveries will arrive within 2-3 days after the order has been completed (if the payment has been correctly made).

    Please note that deliveries are not made on Sundays and holidays. If you have ordered items with different delivery dates, we will deliver these items together if no other agreement has been made. The delivery date for the complete order will correspond with that of the item with the longest delivery time.

  • Which countries do you deliver to?

    Delivery is available to the United Kingdom and Ireland. For deliveries to Germany and other EU countries, please refer to our German website at www.the-nu-company.com.

     

    Dispatch costs (inclusive of legally applicable VAT)

    Deliveries to the United Kingdom:

    We charge a flat shipping fee for deliveries: £3.95

    From all orders valued £25.00 and higher, we deliver shipments to these countries free of charge.

     

    Deliveries to Ireland:

    We charge a flat shipping fee for deliveries: £9.90

    From all orders valued £40.00 and higher, we deliver shipments to these countries free of charge.

  • My package was delivered but I did not receive it.

    Once your order is on its way to you, you will receive an email from us with a tracking number. Please use the DHL tracking number to check where your package was delivered. If the package was delivered to a neighbor but the neighbor cannot be found, then we ask for a little patience in case the neighbor approaches you. 

    If no one has contacted you after two days, please send us a message to: info@the-nu-company.com 

My Order

Ingredients

  • How does nucao affect blood sugar levels?

    Our product development team has worked very hard to embrace the benefits of coconut blossom sugar as opposed to refined sugar, and also came to the realization that there are only a few studies on the effect coconut sugar has on blood sugar levels. For this reason, we thought: let's do our own clinical study! With the help of of Prof. Dr. Stephan Martin from the West German Diabetes and Health Center in Düsseldorf, we were able to ensure that the test conditions were correct and the results were meaningful. In this test, blood sugar levels were monitored after consuming both nucao and nuseed bars, which was then compared with blood sugar levels after eating a conventional chocolate bar. The results can be seen below:

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    With a conventional chocolate bar, the sugar enters the blood very quickly, which causes our body to start producing insulin in excess. This in turn causes our blood sugar levels to drop below the original level for the time being, but then to rise again with the next batch of sugar. This process costs us a lot of energy. With nucao, things are different: as can be seen clearly in the graphs, the results of the test series indicate that the blood sugar level — and thus the energy level — remains almost constant for all tested varieties. As a result, you are satiated for a steadier and longer time frame.

  • Do your products contain palm oil, soy, lactose and are they gluten-free?

    All our products are free from palm oil, soy, lactose and gluten according to the ingredients list. However, we can unfortunately not guarantee 100% freedom from these substances, as our raw materials are sometimes processed in manufacturing plants and cross-contamination can occur during the production, storage and transport process. This is indicated by the trace information on our packaging. However, strict storage separation and cleaning schedules ensure that this risk is reduced to a minimum. The decision whether you can consume our products is ultimately up to you (and depends on the severity of your allergy/intolerance). We recommend starting with a small dose and gradually increasing it if tolerated.

  • What is this light gray/hazey tone on my chocolate bar?

    The reason for this light grayish haze is a special crystal modification of the cocoa butter. The technical term for this is "fat bloom" and in no way represents a sign of inferior quality or even spoilage — the latter is sometimes the most important point. With all (!) chocolates, storage temperatures that are too high or fluctuate greatly can cause some of the cocoa butter in the chocolate to melt and come to the surface. If the cocoa butter then recrystallizes, this optical effect takes place. Especially with vegan and nuts & seeds filled chocolate products such as nucao or numove, this phenomenon can occur more often. This is due to the fact that we do not use stabilizing additives such as butter, pure fat or palm oil. Furthermore, external fats from hemp seeds and other nuts can influence the fat bloom process. Oils from hemp seeds, almonds or hazelnuts, have a very low melting point and thus make the chocolate very susceptible to fat bloom. However, since the use of these raw materials offers immense nutritional benefits, we like to keep them around in our nucao/numove bars. As a reminder, some of these ingredients are very strong sources of macronutrients such as proteins and/or minerals and trace elements, making nucao and numove our favorite bars for "snacking without regrets." 

    Cool, dry and dark storage areas are particularly effective in preventing fat bloom in chocolate. The optimum storage temperature for the bars is 16-18 degrees. Although the bars are cooled during production and subsequently during transport and storage, this controlled storage is not always possible in the supermarket or during its journey to your home. Therefore, it unfortunately seems that fat blooming has occurred in your bars despite our efforts. Most likely this is linked to the high temperatures during the summer months.

    As a quick reminder, fat blooming is not a sign of bar spoilage, it is simply a visual flaw and you can still enjoy your bar to its utmost potential!

  • Do your hemp seeds contain any THC?

    Hemp seeds do not naturally contain THC. However, they can come into contact with THC-rich plant parts (blossoms, leaves or stems) during harvesting, which is why we have the THC content of our hemp seeds tested at regular intervals by an independent, accredited laboratory in accordance with a legitimate test plan. The batch is only released for further processing if the limit value recommended by the Federal Institute for Risk Assessment (BfR) is not exceeded. Compliance with these guideline values is in line with the principles of precautionary consumer protection and no effects of concern are expected to occur.

  • Why is the fat content in numove bars so high?

    numove is unique — in every respect of the matter. This is not only reflected in the list of ingredients, but also in the nutritional value. Thus, one numove contains 12g of valuable plant protein, about 50% less sugar than comparable bars, lots of fiber and at the same time still provides you with healthy fats. The fat content and thus also the calorie content is higher than in comparable, carbohydrate-rich products. 

    Why is that? Mainly because of the natural state of it’s raw materials. 

    It is important to know where the fat comes from and what kind of fat it is. 

    The main ingredient — organic pumpkin seed protein — is made by the mechanical pressing of the pumpkin seeds. The press cake is then merely finely ground. A small residual amount of the pumpkin oil remains in the powder and is of course also expressed in the fat content of the bar. At this point, it is worth emphasizing that we have deliberately avoided highly processed protein isolates here in order to be able to depict a completely natural nutritional profile. 

    Also, by using organic hemp seeds and organic almond paste, primarily "healthy" fats and plenty of protein are packed into our bars. Healthy fats include unsaturated fatty acids, such as omega-3 fatty acids, which are not only essential for the body, but also have an anti-inflammatory effect and reduce the risk of cardiovascular disease.

    numove is therefore different — natural and holistic.

  • Why do nucao bars have such a high calorie content?

    nucao bars are made exclusively with natural ingredients — mainly from the cocoa beans (more precisely, from the cocoa mass created by crushing the cocoa bean) and from nuts & seeds. These ingredients in their original form have a relatively high content of fatty acids. However, especially through the use of hemp seeds and nuts, healthy fats as well as proteins are widely present in our bars. “Healthy” fats include unsaturated fatty acids, such as omega-3 fatty acids, which are not only essential for the body, but also have an anti-inflammatory effect and can reduce the risk of cardiovascular disease. We see the proportion of saturated fatty acids from cocoa butter that is present as completely harmless, especially as part of a balanced, vegetarian/vegan diet. More serious problems are posed by saturated fatty acids, especially in the combination of a high sugar content or in the form of trans fatty acids (for example from frozen products or frying fat). The combination of both often leads to an increased risk of type 2 diabetes.

The plastic free packaging

  • Can the packaging also go into the waste paper?

    No, since the composite cannot be separated by hand without difficulty, it should not be disposed of in the paper recycling.

  • Can your packaging be thrown away in the organic waste bin?

    No, at the moment the organic waste ordinance unfortunately prohibits this. According to current regulations, packaging falls under the Packaging Act and is therefore not allowed in organic waste bins. If you have a home compost, worm bin or something similar, you are encouraged to dispose of our wrapper there. Alternatively, it can simply be thrown away with plastic and metal recycling (not paper recycling) or in the residual waste.

  • What is your packaging made of?

    Our packaging is made of home-compostable cellulose film, a thin starch blend layer and paper. It is printed with water-based organic inks.

Quality labels

  • Why don't you have a fair trade seal?

    We have consciously decided against Fairtrade and instead for Direct Trade: We source our cocoa directly from the Naranjillo farmers' cooperative in Peru, where they practice sustainable cultivation and are paid fair prices far above the going market rate. This means that we not only pay 30% more than the usual world trade price, but also more than the Fairtrade price based on the current market status. In addition, we do not buy cocoa beans, but cocoa mass — the processed product. Thus, the added value remains in the country of origin, and additional workers are employed in the cooperative. This additional income is then reinvested in the cooperative (e.g. in further education). Our cocoa cooperative also has the Fair Choice label. This label controls the suppliers with the help of external experts regarding aspects such as the fundamental rejection of child and forced labor, the use of UTZ-certified cocoa and cocoa mass, etc. We are happy to have found the fairest and most transparent solution for us, alongside the EU organic label, the V-label and the CU Fair Choice certification.  We would always prefer to ensure fairness and transparency by working directly with our partner, as opposed to investing in a mainstream label, and turning our heads the other way. Of course, we also keep ourselves informed about new labels that offer us and our partners more security and transparency in terms of sustainability.

  • Do the raw materials of the packaging also have organic quality?

    Since our packaging is mainly made of cellulose, the application of an organic label does not apply. For the raw materials used, there is the FSC label, which indicates the raw materials came from sustainable forestry. Organic is associated with the avoidance of synthetic herbicides and pesticides. In forestry, the use of fertilizers, pesticides and herbicides is uncommon and also largely prohibited. For this reason, the organic label isn’t applicable, except in regards to our printing inks, which have an organic certification.

Other

  • What is the best way to store nucao/numove bars?

    Our nucao/numove bars melt from temperatures of about 30°C. So that you don’t end up with (certainly very tasty) chocolate mousse, the bars should be stored in a dark, dry and cool place.

    So if you have the possibility, make sure to store the chocolate in a cool and dry place, but avoid putting them in the refrigerator with very low temperatures and high humidity for extended periods of time. It is also best to store it separately from foods with high humidity.

    Tip: For nucao/numove storage temperatures between 14-18 °C are recommended. Temperatures that are too low/high or fluctuate greatly will change the crystal structure of the cocoa butter and can cause fat blooming. This is noticeable on the surface of the chocolate in the form of a whitish/grey haze. Should you ever notice this — don't panic! Fat bloom affects only the appearance of the product, and the bar can be consumed without hesitation.

  • Can I consume your products during pregnancy and breastfeeding?

    All our products are made from 100% organic ingredients. We pay special attention to the quality of the raw materials, as well as the final product, and carry out regular, risk-oriented analyses. By using strictly controlled organic ingredients, the amount of harmful pesticides is kept to a minimum. In addition, we consciously select ingredients that are naturally low in harmful substances in order to, among other things, reduce the presence of heavy metals as much as possible. Furthermore, by using coconut blossom sugar instead of refined sugar, your blood sugar levels are not affected as much, and remain relatively constant. 

    So in short, yes you can also enjoy our products during pregnancy or breastfeeding stress and guilt free! :) 

Reseller Request

  • I would like to sell your bars.

    We are very happy about your interest in showing our products to the world :) We will gladly send you all information regarding conditions and ordering processes for resellers. Just write us an email to: reseller@the-nu-company.com

Regionality

  • How local are your products?

    Full disclosure, if you look at where we source our ingredients from, one thing becomes clear: our bars are not particularly local. While some raw ingredients like tiger nut flour, sunflower protein, and currant powder are sourced from within Europe, our main ingredients like cacao, hemp, and coconut sugar are grown and processed in more distant countries. As much as we would like to source all of our raw materials as close as possible to Germany, this is simply not possible with the products we make. What would a chocolate bar be without cocoa? Just a bar I guess...For other raw materials, our decision depends primarily on influencing factors such as quality requirements, microbiology and taste. Prices of course are also a factor. Unfortunately, it is not always clear to us sourcing from which country would be most sustainable. It is good to know, however, that most of our raw materials are transported to Germany by ship or ground, and air transportation is largely avoided. 

    For us, however, regionality does not always go hand in hand with sustainability, as the mere distance to our raw materials says little about the overall environmental impact of a given supply chain. The energy consumption of a product is considered over its entire life cycle - including production, use and disposal. Interestingly enough, trade and transport play a comparatively minor role in the emissions of a food product and account on average for between one and ten percent of the total emissions in the life cycle of a product! Other factors, such as manufacturing and production, water consumption or cultivation methods play a central role: Cheese or sausage from down the street could even result in far higher emissions than cocoa beans or fruit from the other end of the world. Therefore it is not only regionality that is important, but also which products are being consumed in the first place.

Our Producers

  • What (sustainability) criteria do you use to select your producers and suppliers?

    In addition to factors such as quality, availability, microbiological aspects and price, our suppliers must be certified organic. An important point: All of our suppliers* are certified organic. Compliance with the associated criteria is regularly checked at all relevant process steps in the supply chain, right up to us, by independent and recognized inspection bodies. When inspecting new raw materials, we first obtain an overview of existing and new suppliers, request samples and tests, and assess the quality and pricing of the samples. We then decide whether sustainability is present and achievable for us. We also regularly review and evaluate the suppliers of existing raw materials in order to consolidate the supplier pool on an ongoing basis. When selecting raw materials, we naturally give preference to sustainable suppliers, although our quality standards must also be met.

Holacracy

  • Our Organization model

    Our main goal is not to be the most profitable company in the world, but to make a real impact on the planet. Every product sold serves a purpose bigger than us, and we strive to have a long-term impact on our own and future generations. We want to actively take responsibility and be accountable — for you, for us, for our environment, our planet and a better future. This can be achieved with the resources that each of us has at our disposal: Courage, drive and confidence. That's why we introduced the Holacracy principle. Away from traditional management hierarchies: we work with the help of self-organizing circles. These circles are small teams in specific work areas in which different roles come together.

  • What is Holacracy?

    To us, Holacracy is an expression of sustainable internal management and working without rigid hierarchies. We do not have one boss who is solely responsible for everything. Instead, our company actually consists only of bosses: Each person is his or her own boss in the area in which he or she has the most competence and expertise. Whoever is in charge of a topic calls the shots. This results in a lot of responsibility, but also a lot of freedom.

Our sustainability projects

  • Do I really plant a tree with every product I buy?

    Yes, the 1 product = 1 tree concept is part of our corporate philosophy. For every numove shake box and every nucao, numove and nuseed bar sold, a certain amount goes to the reforestation organization Eden Projects (https://edenprojects.org/), who then plant a tree in our name. This way, you can directly give something back to nature with your purchase and make your own contribution to environmental and climate protection.

  • Where do you get your cocoa from?

    We source our cocoa from a cooperative in Peru that places a high priority on the quality of life of their workers, the quality of the cocoa and sustainability in general. We are constantly working to bring more transparency to the production processes and cocoa value chain, in order to ensure that production takes place under fair conditions.

  • What (sustainability) criteria do you use to select your producers and suppliers?

    In addition to factors such as quality, availability, microbiological aspects and price, our suppliers must be certified organic. An important point: All of our suppliers* are certified organic. Compliance with the associated criteria is regularly checked at all relevant process steps in the supply chain, right up to us, by independent and recognized inspection bodies. When inspecting new raw materials, we first obtain an overview of existing and new suppliers, request samples and tests, and assess the quality and pricing of the samples. We then decide whether sustainability is present and achievable for us. We also regularly review and evaluate the suppliers of existing raw materials in order to consolidate the supplier pool on an ongoing basis. When selecting raw materials, we naturally give preference to sustainable suppliers, although our quality standards must also be met.