Can I return or exchange the products? 

Due to the nature of our products, all sales are final.  We will replace a product if it arrives damaged. Please send a photo of the damaged product to info@naetalskincare.com along with the order number.

If you have questions or comments for our products, please contact us directly and we will be happy to assist you. 

What preservatives do you use?

Our butters are purely oil-based and preservatives-free. As they do not have any water content, no preservatives are required. Please ensure butters are kept away from humidity, heat and sunlight. Best to use before 6-9 months from opening. 

Our serum is water-based and uses a combination of natural preservatives.  It is free of synthetic preservatives, such as phenoxyethanol and parabens.

Our baths contain only dry ingredients and have no preservatives. Please keep away from humidity, heat and sunlight. 

Are all your products 100% natural?

Absolutely! We are 100% free from toxins, fillers, artificial colours, fragrances, or synthetic chemicals.  Each ingredient serves a purpose in each of the products.

What are the shelf life of your products?

All our butters are preservatives-free and freshly made in small batches.  Keep in a cool area and away from humidity and direct sunlight.  We recommend using them up within 6 months from your purchase date.    

Our water-based serum uses natural preservatives.  We recommend using it up within 12 months after your purchase date.  

Our baths contain dry ingredients. Store in a dry area and avoid moisture inside the packaging. We recommend using them up within 12 months of opening.

What if I have an allergic reaction?

If you have known sensitivities or allergies, we highly recommend visiting one of our retail partners to try our products in person before purchasing. Please also review our full ingredient list carefully, as every ingredient is intentionally selected to support and soothe sensitive skin.

Before full use, we suggest doing a patch test by applying a small amount to the wrist or below the jawline. Allow 10–15 minutes to observe for any reaction.

As our products are made for personal use and due to sanitary considerations, we are unable to offer refunds or returns on online orders.

How many uses can I get out of my product? 

Full size butters (70g) can last 3-6 months, dependent on frequency and amount of usage. 

Original serum can last 2-6 months depending on the amount being applied each time.   

Squalane + Rosehip Oil can last 3-6 months, dependent on how often and how much is being used.

Oat & Lavender / Calendula bath can be enjoyed up to 8 uses with our reusable muslin bags.

Mama postpartum herbal bath can be used up to 6 times times, dependent on the area of use. It comes in 6 disposable herbal pouches.

* Note this is a guideline only and dependent on the usage of individual.

What packaging do you use with products?

Our butters use a mess-free rollup polypropylene tubes that are recyclable.  Our serum and oil use a glass bottle with recyclable plastic pump/ dropper that can all be recyclable. Our baths are packaged in kraft material with plastic window. Please recycle these flexible-plastic packaging at drop-off depot.

Where are the products made?

All our products are crafted, designed, sourced and made locally in BC Canada.  

How long should I expect my package? 

Expedited shipping (selected and paid by the customer) typically arrives within 1–4 business days. Orders within BC usually arrive within 1–2 business days, while shipments across Canada may take up to 4 business days. Regular shipping generally takes 5–7 business days.

Please note that delivery timelines are dependent on the courier, and while we do our best to ensure timely delivery, we are unable to guarantee exact arrival dates.

We ship orders every Tuesday, with additional shipments on Wednesdays during high order volume.

Thank you for your patience and understanding. If you have any questions about your order, don’t hesitate to reach out—we’re always here to help.

Do you offer international shipping? How much does it cost?

We currently ship within Canada (free shipping with CA$100+ order) and United States of America (free shipping with CA$150+ order). We also ship internationally with shipping being calculated  at checkout.  We are not responsible for any additional customs and duty fees upon package arrival.

Do you offer local pick-up?

Yes we do! Our local pick-up location is at Steveston Maternity in Richmond, BC. Please email us directly - info@naetalskincare.com