General

Our legendary soap studio is located in Burnaby, Canada. We are happy to help you find your favorite Bath and Skin Treats here on this site, or you can search for our handmade Treats from your nearest Nana + Livy retailers.

We’re not able to offer phone support at this time. The best way to contact us is by filling in the contact form and select the type of support you want. Also, please make sure to be as detailed as possible in your email regarding your matter. This will help us to assist you better and answer your question. We will usually reply within 24 hours. If you do not hear from us, please be sure to check your spam folder.

Treats

All of our bath and body products are food-based and are made with real food ingredients. We like to think of them as actual treats that satisfy any appetite, but please keep in mind that our Treats are inedible as they are for your skin only.

Cold process soap is made by mixing oils and an alkali, such as sodium hydroxide, a.k.a. lye in most cases. The combination goes through a chemical reaction called saponification where the oils react with the lye to form soap and glycerine. The benefit of cold process soap is having complete control over ingredients. Depending on the formula, most of our cold process soaps will be ready for usage in a month’s time. All of our soaps are cold process soaps.

No. After saponification, there shouldn’t be any trace of lye left but soap, glycerine and a small portion of unsaponified natural oils. We test the pH level of our soaps after saponification to ensure the soaps are not lye-heavy, and that they are safe to use.

Ahhh... that is soda ash! Soda ash forms when unsaponified lye reacts with naturally-occurring carbon dioxide in the air. It doesn’t affect the soap bars and the soaps are perfectly safe to use. If you see soda ash on your soaps, simply rinse it off and it won't form again. We however like to see soda ash as the flour on unbaked dough. Yum.

That depends on how they are stored and how they are placed in between uses. Typically, a good bar of soap can last way longer than a bottle of liquid soap! To extend the life of your soap, leave it to dry on a dish that drains.

Mold will not grow in cold process soaps due to the pH level, so there is no need for preservatives in our soaps. However, we recommend using the soaps within one year of purchase for best results before the scent fades.

The definition of natural is different for everybody. In general, most people do not consider fragrance oil and synthetic colorants, such as iron oxidesultramarine oxides and micas, natural as they are manufactured in labs. In some of our soaps, we have added either one or both of these ingredients to achieve the perfect scent when it is not possible to do so with essential oil and for cosmetic purposes. Please refer to the description of each Bath Treat for more details.

Our Bath Treats are handcrafted in small batches to ensure quality. Since all Bath Treats are handcrafted, it is uncommon to have them made identical to each other. Our products may show slight variance from photos and from each other.

Orders and Shipping

Currently, we only ship to Canada and the United States from Vancouver, Canada. However, if you would like us to ship elsewhere, please contact us before making an order.

We offer a flat rate of $12 for shipping to British Columbia and Alberta in Canada, a flat rate of $15 for shipping to the rest of Canada, and a flat rate of $18 to the United States.

Absolutely! We offer free shipping on orders of $60+. Otherwise, we offer a flat rate of $12 for shipping to British Columbia and Alberta in Canada, a flat rate of $15 for shipping to the rest of Canada, and a flat rate of $18 to the United States.

The time we need to prepare an order for shipping is usually 1 to 3 business days. The estimated shipping time is 3 to 7 days if shipped within Canada, and 5 to 10 days if shipped to the United States.

To track your order, simply go to our Order Tracking page and follow the instruction there. Both Order Number and Billing Email are required to track your order.

We accept all major credit cards including Visa, MasterCard, American Express, and Discover. We also accept PayPal.

We are eco-conscious, so we do not offer the gift wrapping option to any of our Treats, including custom order such as the personalized party favors. However, while most of our packaging is recyclable, we do offer the option for our customers to purchase our soaps naked with no packaging at all. Please write us a note during your order checkout if you don’t require packaging.

All purchases are payable in Canadian Dollars (CAD), and prices for all of our items are listed in CAD.

Returns and Exchanges

Customer satisfaction is of utmost importance to us, and we take great pride in delivering quality products. However, we do not accept returns or exchanges on our products as they are considered as personal hygiene products. Any unauthorized return and exchange will not be credited.

We only accept cancellations before your items are shipped out. Please contact moc.y1606222502vilxa1606222502nan@p1606222502ohs1606222502 as soon as possible to make a cancellation, and include your Order Number in the cancellation request email.

If you received a damaged or incorrect item, please email us at moc.y1606222502vilxa1606222502nan@p1606222502ohs1606222502 within 36 hours upon receiving your item. In the email, please include a photo of the damaged or the wrong item you received, as well as your Order Number. We will gladly take care of it for you!

Account

You may sign up for an account through our website.

You can reset your password via the "Forgot Your Password" method. Once you submit the correct email or username, you will receive an email to reset your account password. Alternatively, you can contact us and we can send you an email to reset your account password.

If you need to update your personal details, you can do so via your account dashboard.

We generally recommend our customers to use a strong password (something that can't be easily guessed) and to not re-use the same password on multiple sites. You can change your account password in your account dashboard.

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