Where are you located?
Our legendary soap studio is located in Burnaby, BC, 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.
Can I contact you by phone?
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 selecting 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.
Why do you refer your products as "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.
What is cold process soap?
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 the ability to have 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.
will there be lye remaining in my soaps?
No. After saponification, there shouldn’t be any trace of lye left. Remaining will be 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.
Why do my soaps have a white ashy film on them?
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.
How long will my soaps last?
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.
Is there an expiry date on my soaps?
Mold will not grow on 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.
Are your handmade bath treats 100% natural?
The definition of natural is different for everybody. In general, most people do not consider fragrance oil and synthetic colorants, such as iron oxides, ultramarine 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.
Why do my soaps look different from each other?
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
Where do you ship?
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.
How much does shipping cost?
We offer a flat rate of $14 for shipping to British Columbia and Alberta in Canada, a flat rate of $17 for shipping to the rest of Canada, and a flat rate of $20 to the United States.
Do you offer free local pickup?
This option is only available to customers who are located in the Greater Vancouver Area. You may choose to pick up your order in person as long as you are able to travel to our studio in Burnaby. We will provide our pickup address and a pickup time when your order is ready for pickup.
Do you offer free shipping?
Absolutely! We offer free shipping on orders of $100+. Otherwise, we offer a flat rate of $14 for shipping to British Columbia and Alberta in Canada, a flat rate of $17 for shipping to the rest of Canada, and a flat rate of $20 to the United States.
How long will my order take to arrive?
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.
Where is my order?
To track your order, simply go to our Order Tracking page and follow the instructions there. Both order number and billing email are required to track your order.
What forms of payment do you accept?
We accept all major credit cards including Visa, MasterCard, American Express, and Discover. We also accept PayPal.
Do you offer gift wrapping?
We are eco-conscious, so we do not offer the gift wrapping option for any of our Treats, including custom orders 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.
What currency are your prices in?
All purchases are payable in Canadian Dollars (CAD), and prices for all of our items are listed in CAD.
Returns and Exchanges
Do you accept 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 to be personal hygiene products. Any unauthorized returns or exchanges will not be credited.
What is your cancellation policy?
We only accept cancellations before your items are shipped out. Please contact moc.y1686302058vilxa1686302058nan@s1686302058redro1686302058 as soon as possible to make a cancellation, and include your order number in the cancellation request email.
What if my item is damaged, defective, or incorrect?
If you received a damaged or incorrect item, please email us at moc.y1686302058vilxa1686302058nan@s1686302058redro1686302058 within 36 hours upon receiving your item. In the email, please include a photo of the damaged or wrong item you received, as well as your order number. We will gladly take care of it for you!
How to register for an account?
You may sign up for an account through our website.
I forgot my password - What should I do?
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.
How do I update my personal details?
If you need to update your personal details, you can do so via your account dashboard.
How should I protect my personal data?
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.