FAQs

Quick answers to the questions we hear most. Can't find yours? Ask an expert. Free reply within 24 hours.

Products & authenticity

Are these products genuine?

Yes. Innate Beauty is an authorised UK stockist of milk_shake, supplied through the brand's UK distributor. No grey-market, no parallel imports, and no third-party seller in the EU.

Why aren't there many reviews yet?

Innate Beauty just launched. Real reviews are coming in as customers receive their orders. We'd rather show "5 reviews" honestly than fake "1,200+ reviews" like you'll see on grey-market resellers.

How do I know which Milk_shake line is for me?

Two routes: take the 60-second hair quiz for a routine matched to your answers, or send your question via Ask an Expert and a qualified hairdresser writes you a routine within 24 hours. You can send a photo once they reply. Both are free.

Are your shampoos sulphate free?

Two of the nine milk_shake shampoos we stock are: Integrity and Deep Detox. The other seven contain a sulphate, and this guide names the sulphate in each one and shows how to check any bottle yourself.

Delivery & returns

How long is delivery?

InPost to your door, 3 to 5 working days from dispatch. We dispatch same-day on orders before 2pm Mon–Fri. Free over £40. Northern Ireland and Scottish Highlands +1 day. Full details on our shipping page.

Do you ship outside the UK?

Not at launch. We're UK-only (England, Wales, Scotland, Northern Ireland). Republic of Ireland and EU are on the roadmap for late 2026.

What if I bought the wrong product?

Send it back unused within 30 days for a full refund. See our returns policy. Or better, message us before you buy. Ask an expert takes 90 seconds and means you don't waste a return.

Innate Insiders & subscriptions

What does Innate Insiders cost?

Nothing, and there is nothing to join. Every order earns 5 points per £1, your first order earns 500 extra, and 1,000 points is a £5 gift card. More on Innate Insiders →

Can I subscribe and skip a month if my product hasn't run out?

Yes. Every subscription is skip / pause / cancel one click in your account. We'd rather you skipped a month than cancelled altogether. Subscription help →

Sustainability

Is the packaging recyclable?

Outer cardboard: yes (FSC-certified, kerbside-recyclable). Tissue paper: yes (acid-free, kerbside-recyclable). Product bottles: Milk_shake bottles are PE/PET (kerbside-recyclable in most UK councils).

Still got a question?

Ask an expert →   or email hello@innatebeauty.co.uk