Product Troubleshooting

Troubles with your product? We're here to help.


Problem  Reason Solution/Prevention

The packaging of my soap looks greasy.

This is due to the unsaponified fats in your soap, i.e. oils or butters that have not turned into soap but have been left out (on purpose!) to nourish your skin. However, there is no reason to worry, your soap is doing perfectly fine.

All good here!

The colour of my soap looks faded.

Our soaps are coloured with natural ingredients only. Unfortunately, some natural colorants like spirulina or coffee are likely to fade over time if exposed to even the slightest amount of natural light. However, if you cut through it, or once you start using the soap and get to the deeper layers of it, you will see that the colour is still present.

Store unused soap in a dark place. Our soap packaging is a great protection, as long as you leave it slightly open, allowing the soap to breathe. If you don't have the packaging anymore, some light paper wrap is fine too.

My soap feels soft.

There are two main reasons for that.

The first one is the amount of unsaponified fats in the soap, i.e. oils or butters that have been added but did not turn into soap. As a soap maker, one chooses how nourishing a soap is by deciding on a percentage of fats which will not saponify. Since sensitive skin is our biggest target, we work with a high percentage of unsaponified fats. This is one of the reasons why our soaps leave your skin feeling so soft, but it is also why our soaps will never be as rock-hard as the commercial ones.

The second and main reason is that during the process of saponification, glycerin is created. As a humectant, it attracts moisture. This causes the soap to soften if exposed to too much moisture.

Let your soap dry between uses. Don't let it sit in water or in a soap dish without drainage. You will see that if you let the soap dry entirely, it will harden again.

There are orange/yellowish dots on my soap.

These are called DOS, the infamous Dreaded Orange Spots. 

First, let us note that they are not at all harmful and your soap is still safe to use; it is mainly an aesthetic issue.

Due to the high percentage of unsaponified fats, i.e. oils or butters that have not turned into soap, your soap is at a higher risk of oxidising. In other words, the fats in your soap, just like food, can "go bad". Now, this does not affect the quality or safety of the soap. It only changes its appearance and at some point also the smell.  

Store your soap away from direct sunlight and heat, just as you would store your cooking oils.

My body butter/lip balm is soft or melted. 

Our body butters and lip balms are 100% natural, without any stabilisers or preservatives. Since they are entirely made of oils, butters and wax, they will melt if exposed to high temperatures. 

However, this does not affect the quality or safety of the product, unless it has been exposed to heat for a long period of time, then the oils and butters may become rancid. You will know your product has gone bad when it has a distinct strong and bad smell.

Store your body butter/lip balm away from direct sunlight and heat. In summer, it is recommended to store the product in the fridge during the warmest periods.

You have more questions?

Do not hesitate to contact us!