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Find answers to some common problems below. We're also here for you if you can't find an answer.
Common Questions
For new patients: once you’ve submitted your consultation and photos, our clinicians review and create your treatment plan. Your personalised prescription is then sent to the pharmacy. Because every formula is custom-made, it usually takes 1–2 days to prepare before it’s dispatched.
For repeat orders: your prescription is sent straight to the pharmacy, who compound your formula again before sending it out.
All orders are shipped with Royal Mail, and you’ll receive tracking updates so you can follow your delivery every step of the way.
New Patients: after signing up for a treatment plan, you’ll receive a link by email and text with full instructions on how to take and upload your photos.
Existing patients: log into your account to access our Hair Loss Tracking Tool. From there, you can securely upload your photos each month.
Why we ask: photos help our clinicians personalise your treatment and let us track your progress over time. To qualify for the 180-day guarantee, you’ll need to upload photos before starting treatment and once a month. We ask for at least four angles, but you can upload more if you’d like.
You don’t have to show your full face if you’d prefer not to as your privacy is always respected, and your images are kept secure.
If you’re not comfortable uploading photos before signing up (for religious or personal reasons), you can request an alternative. Simply reach out to us via WhatsApp or email, and we’ll arrange a private video consultation with your clinician instead. You can also request to see a female clinician only. This way, your treatment can still be safely prescribed without needing to share photos
We’ve created a short video with Dr. Emma Humphreys showing exactly how to apply your treatment [insert link].
Here are the key steps:
Shake before use.
Always shake your bottle to mix the ingredients properly.
Apply to a dry scalp.
Use once a day, applying no more than 1ml.
Start with your problem areas.
Place a few drops directly on the areas of concern and gently massage in with your fingertips.
Cover the whole scalp.
Part your hair in different places, add a few drops along each part, and massage in until you’ve used the full 1ml. Rotate these daily to ensure even coverage.
Let it absorb.
Leave your scalp product-free for at least 4 hours so the active ingredients can work.
A few tips:
Don’t overload one area as too much in one spot may cause irritation.
The treatment should dry quickly without leaving your hair greasy.
If you do notice irritation, greasiness, or any issues with application, please reach out to us. We can help with technique, adjusting your formula, or even changing the base solution if needed.
Every woman responds differently, but there are some common signs to look out for:
Early shedding (1–3 months):
Some women notice extra shedding at first, especially with minoxidil. This is actually a good sign—the treatment is pushing out older, weaker hairs to make way for new, stronger ones.
Tingling or scalp sensation:
A light tingling can mean the treatment is stimulating your follicles.
Baby hairs (3–6 months):
You may start to see fine new hairs growing in your thinning areas.
Thicker, fuller hair (6–12 months):
Over time, these new hairs strengthen and blend into your natural growth.
Full results (12–18 months):
Maximum regrowth potential is usually seen after consistent use for a year or more.
The key is consistency. Hair growth is a slow biological process, and it takes time for real results to show. We don’t promise overnight changes, but we do promise that your treatment is science-backed, personalised, and closely monitored.
If at any point you’re unsure about your progress, or feel you’re not seeing the results you hoped for, reach out to us. Our clinicians can review your case and, if needed, adjust your formula to give your hair the best chance.
Yes, this can be completely normal.
We understand this can feel worrying, especially when you’re starting treatment to reduce hair loss.
But if your formula contains minoxidil, shedding at the beginning is completely normal.
Here’s what’s happening: minoxidil stimulates your hair follicles and restarts their natural growth cycle. As a result, older, weaker hairs are pushed out to make room for stronger, healthier hairs underneath. It usually begins around 3–6 weeks after starting treatment and can last up to 6 weeks.
What to expect:
Not everyone experiences shedding.
It won’t affect all of your hair—you won’t “lose it all at once.”
It’s usually a sign your treatment is starting to work.
The shedding is temporary and will pass.
After this phase, usually within 1–2 months, you should start to see new, thicker hairs coming through. That’s why it’s so important to stay consistent and trust the process—regrowth takes time, but it does happen.
If the shedding feels overwhelming or is causing you stress, please reach out to us. Our clinicians can review your formula, adjust the strength of minoxidil, or suggest ways to make this phase easier to get through.
Whatever you’re experiencing—whether it’s irritation, possible side effects, or simply not liking the smell, texture, or feel of the product—we’re here to help.
Because your treatment is fully personalised, we can usually adjust it to get you back on track.
Please don’t hesitate to reach out: no question is too small or too silly. Our clinicians and pharmacists will work with you to make sure your treatment is safe, effective, and something you feel comfortable using every day.
