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 retailer of Milk_shake — direct from the brand's UK supply chain, the same channel that stocks salon back-bars. No grey-market, no parallel imports, 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 a photo via Ask an Expert for a 1:1 reply within 24 hours. Both are free.

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. Free to join, free to leave. Members earn 5 points per £1 and a £5 gift card at 1,000 points. 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