FAQ's
Got questions?
We get it — handmade, small-batch, natural products come with their own magic (and quirks). Below are answers to some of the things we get asked the most. If you're still unsure, don't hesitate to reach out — we're always happy to help.
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Frequently Asked Questions
We get asked these a lot — and we’re always happy to answer! Here’s the lowdown:
🧼 Q: I bought some soap, but it doesn’t look like the photo. Why?
A: That’s the beauty of handmade soap! Each batch is made and cut by hand, so no two bars are ever exactly the same. Colours, swirls, and shapes will vary — it’s part of their unique charm. You’re holding something truly one-of-a-kind.
🌿 Q: My liquid soap has changed colour — has it gone off?
A: Not at all. Natural soaps can shift in colour depending on temperature and storage. If it’s cold, your soap may thicken and appear lighter or cloudy. If it’s warm, it might loosen up and darken slightly. Totally normal. Just store it in a cool, dark place and enjoy!
📦 Q: I ordered one soap bar but received two smaller ones. What’s going on?
A: Sometimes our hand-cut bars come out a bit shy of the weight we aim for. Instead of tossing the smaller pieces (waste not, want not!), we pop in an extra one to make up the weight — and you often end up with a little more soap anyway. Hope that’s okay!
⚗️ Q: I’ve read that lye is a chemical — I thought your products were natural?
A: Great question! Lye (sodium hydroxide for bar soap, potassium hydroxide for liquid soap) is essential in soap making. It combines with oils and butters in a process called saponification — and once that reaction is complete, no lye remains in the final bar. Just pure, gentle soap. Science + nature = magic!
🕰️ Q: I’ve been waiting for a soap that’s out of stock. When will it be back?
A: All our cold process soaps require 4–6 weeks to cure before they’re ready. If your favourite is out of stock, it’s likely curing behind the scenes. We offer pre-orders on some popular soaps, so you can reserve your bar ahead of time.
🛒 Q: Do you offer wholesale?
A: We sure do! While we’re still setting up our wholesale portal, you can email us directly for our current pricing and order info. We’ll send through an invoice and take care of you from there.
🚚 Q: I placed an order, but it hasn’t shipped yet. Why?
A: A few reasons this might happen:
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Some items (like liquid soaps or bottles) may be made to order or awaiting restock.
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If there’s a delay, we’ll always note this on the product page or email you directly.
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We aim to ship in a timely manner, but quality comes first — and sometimes that means a short wait.
Thanks for your patience — it’s always worth it.
📮 Q: My order hasn’t arrived. What’s taking so long?
A: Once your parcel leaves our hands and is with the courier, it’s on its journey — and unfortunately, a little out of ours. Delays can happen due to weather, supply chain hiccups, or other postal issues (especially lately with floods, fires, and other challenges).
Check for shipping updates:
If you’re worried or unsure, reach out anytime — we’ll do our best to track it down for you.
Still wondering about something?
Shoot us a message anytime — we’re real people, not bots, and we love talking soap (probably too much). Whether it’s a curious question, custom request, or just a friendly hello — don’t be shy!
Please contact us here
