Frequently Asked Questions
From order tracking to washing instructions, our FAQs are such know-it-alls.
This page is here to help you with all the nitty gritty Go-To details. But don’t believe me, I’m just the voice activated dictation robot. Believe the company when they answer all of your skin care queries and order questions with this comprehensive FAQ and tip megabase.
Can I track my order?
Can you ever! Click below for full tracking details:
Just pop in your email and order number (It should look something like this: GSH999999.) Boom. Tracked.
How long will my order take to arrive?
Depends on how much you’ve bribed your postie. Also, where you live! The shipping estimates below will give you an idea of when you should expect your Go-To so you can plan celebrations accordingly.
Australian Domestic: Typically 1-2 business days. However, due to COVID-19, Australian orders may take up to a week.
New Zealand: Typically 2-3 business days. However, due to COVID-19, NZ orders may take up to two weeks.
All other international customers: Typically 10-14 business days. However, due to COVID-19, international orders may take up to four weeks.
Intergalactic customers: 200-500 years.
Can I change or cancel my order once I've placed it?
If you want to change your order please email email@example.com with your order details as soon as possible and we will try and help, however our warehouse elves may have already sent it out. (They can't help it! They love to be efficient! It's not their fault!)Unfortunately we’re unable to add to orders once they’re placed so you’ll need to make a second order (and then receive two peachy parcels in the mail) (omg fun) for additional products.Check our returns and refunds policy here.
What about refunds and returns and stuff?
Yes, we offer all of this, please read in fascinating detail here.
Can I buy Go-To in any shops?
Sure can! Go-To is available from Mecca (Australia and NZ), Revolve (Everywhere except Australia) (Sorry), and Zwiforb 39A (Neptune).
Will you ship to me internationally?
Are you kidding? We'd LOVE to! Our Australian Warehouse ships everywhere except the US, Mexico, Canada, Puerto Rico and Central America. Orders usually take 10-14 days to arrive, and make neighbours very jealous. Want to get your hands on Go-To over there? Head over to our US website for speedy shipping and far less kangaroo references!
How do I contact Go-To?
If your tin and string isn't working, shoot us a message on Live Chat or email firstname.lastname@example.org
Can I order by telephone?
No. Sorry. We have arrogantly elected to be a 100% online business.
What if an item is out of stock?
You will be alerted that we're out when you try to buy it, OR if we run out after you've already placed your order we will apologise profusely and then offer you the option of waiting until it's back in stock, another product or a refund.
What payment methods does gotoskincare.com accept?
Visa, Mastercard, American Express, PayPal, Afterpay, Klarna, Apple Pay and Shop Pay. We sadly no longer accept grape Hubba Bubba as payment, due to it being a very silly idea indeed.
Is it safe to use my credit card on gotoskincare.com?
Absolutely. We securely encrypt your data using a Comodo 128-bit security certificate to ensure your details and life savings are 101% safe-as, always. You can find out more about the certificate we use to encrypt your data by clicking on the padlock icon in your browser when accessing a secure page.
Will you give out my details to third parties?
Oh, totally! We feel you could really do with a penis enlargement and a fast-tracked college degree. Less hilariously: NO. Never. Gross.
Don't like what you got? Tough! You're stuck with it.
Nah. We would never. (We would but legal said no.) We offer a 30-day money back guarantee on all products from the time of purchase.
Click here for all the gloriously dull returns details.
Can I buy Go-To as a gift and have it shipped as one?
Absolutely. (An excellent idea, just quietly.) Just make sure you enter the details of who you are sending the gift to during the checkout process.
What will my order arrive in?
A Go-To Eco Box. This box is madefrom 66% recycled material and 34% kraft paper which was produced using sustainable forestry practices. They are 100% recyclable, printed with water-based ink, and use no glue. Nice.
Do you have gift boxes?
If I order more than one gift set, will my order be packed in separate boxes?
No. All products will be grouped and sent in the one shipper (or more depending on how much you order, you Go-To rascal).
Can I use Go-To if I have sensitive skin?
We are very pleased to say that you absolutely can. In fact, our Very Useful Face Cream, Face Hero and Zincredible SPF 15 are dermatologically tested to be safe for sensitive skin!
Furthermore, Go-To Face Hero is full of anti-inflammatory and calming botanical oils making it fantastic for angry and sensitive skin, and Very Useful Face Cream, with so many lovely replenishing oils and butters, is incredibly soothing. Our new luscious clay mask, The Removalist uses Kaolin Clay which soothes sensitive skin, while drawing out impurities. Sensitive-skin customers have had incredible results with these products, and also our Properly Clean, which contains Willow Bark Extract, a natural source of salicylic acid that has been shown to be a non-irritant. Our Exfoliating Swipeys do contain lactic acid, the most gentle of the AHAs, but still something to be cautious of for those with sensitive or rash-prone skin.
Be sure to patch test all of your new skin stuff on an unseen area of the body before using on your face, just to be sure they suit, as levels of sensitivity vary for everyone. And when introducing these products onto the face, start slow. (Especially with Swipeys, if you haven’t used AHAs before. Stick to 1-2 a week for them and be sure to wash off any excess product after about 30 seconds after applying.)
And as always: Listen to your skin.
If I have oily skin, what are the best Go-To products for me?
In particular Properly Clean, Exfoliating Swipeys, and The Removalist. But all of them should be fine, even our face oil, Face Hero. Hot tipz: You may like to double cleanse with Fancy Face and then Properly Clean, to thoroughly, gently remove excess oil, and makeup. Keep Exceptionoil for the body/hair/nails, not the face. If you use a natural spritzer/mist, try applying your Very Useful Face Cream after the spritz, whilst the skin is still slightly damp, which stops overuse.
If I have dry skin, what are the best Go-To products for me?
All our products are suitable for you! But in particular our nourishing oil cleanser, Fancy Face, our super nourishing face oil, Face Hero, and the bestselling, lightweight but deeply hydrating Very Useful Face Cream. Oh, and lather on Skin Party daily for ridiculously supple and smooth skin.
If I have mature skin, what are the best Go-To products for me?
All of them! They're all nourishing enough, and we all need antioxidants and moisturiser and exfoliation. We especially recommend using our nourishing oil cleanser Fancy Face which replenishes as it removes, and then following with Face Hero underneath your Very Useful Face Cream at night. Use Exfoliating Swipeys at least 3x a week, for quite frankly, obscene levels of hydration and radiance, and Much Brighter Skin if you're looking to tackle any pesky hyperpigmentation.
How about hyperpigmenation? What's best for that?
Much Brighter Skin is formulated with 10% sodium ascorbyl phosphate (a highly stable, anti-microbial, non-irritating form of Vitamin C), to target that rascal hyperpigmentation. This includes dark spots caused by acne, post-inflammatory pigmentation, scarring from pimples, sun spots and hormonal changes. Use it on fresh, clean skin every morning and follow on with your other skin care and then SPF. Always. (There is zero point trying to correct dark spots if you don’t wear SPF.)
Will Go-To make me more attractive and popular?
What a ridiculous question. You're already the most popular and attractive person we know.
Is Go-To safe to use during pregnancy?
Yes! As proof, Zoë, our founder has been through two pregnancies and used Properly Clean, Very Useful Face Cream, Exfoliating Swipeys, Face Hero and Exceptionoil from the range both times (the other products weren't formulated at the time!). The main things pregbots need to be wary of in skin care are retinoids and retinol, BHAs (salicylic acid) and oil of bergamot and some soy products (only because they can worsen hyperpigmentation). And as we are completely free of these things, and all nasties, there is nothing you need to worry about in Go-To harming your little belly friend. (Or you.)
Can I use Go-To if I have Eczema?
There is nothing in any Go-To product that will cause your eczema any harm, but everyone has their own individual reactions, so we cannot make solid claims either way. What we can say is that our Very Useful Face Cream has soothing amla berry in it, and our Exceptionoil has calming calendula in it, (great for soothing inflamed skin) and one testimonial from a beauty editor said it was tremendously healing on the eczema on her hands.
I'm allergic to some preservatives, what's that Benzyl something-something I see you guys are using?
Every skin care product needs some form of preservative, and at Go-To we use nasty-free ones, readily available in nature. The only benzyl derivative in Go-To is benzyl alcohol which is in Properly Clean, Very Useful Face Cream and Exfoliating Swipeys. It is a naturally occurring compound commonly found in fruits, teas and essential oils like jasmine, hyacinth and ylang ylang. It is part of Geogard 221 which is a very mild preservative, and is non-sensitising and non-irritating, not to mention globally approved (even in Japan where it's VERY very tough to get approval). We would never use benzalkonium chloride or similar nasties. Yuk.
If I have oily skin, can I still use Face Hero?
Yes! The right face oil can do wonders for oily skin. Here are six dot points to support this wild claim:
- Oily skin can be very dehydrated, and a hydrating face oil is a potent, rapid way to fix this. Ysee, oily skin comes about because the skin overproduces sebum (the "oil" that causes blackheads, congestion, blemishes etc) due to its oil content is out of whack, usually from over cleansing and exfoliating and stripping away all the skin's natural oils, making the skin very thirsty... which the body tries to fix by producing more sebum to compensate. Face Hero's nourishing, gentle oils delivers all the moisture and essential fatty acids skin needs to function properly, so the sebaceous glands chill out, and stop producing so much pore-clogging nastiness. Because of this, the right face oil can actually clear up blemished and congested skin. Imagine that!
- The skin's oils are nothing like the lovely, pure botanical oils in Face Hero. Two completely different things. One doesn't negate the other.
- Face Hero includes macadamia nut oil, evening primrose oil, rosehip oil and jojoba oil (which mimics the skin's sebum almost perfectly), all of which are known for their ability to balance and restore oily skin types.
- The skin needs moisture AND oil to work properly. Using just moisturiser isn't enough, (esp if you use an oil-free one because you have greasy skin.) Oils act as the skin's lipid barrier, acting like a kind of cling wrap to keep moisture in, and protect against dryness, super high or super low temps, over cleansing, and dry air (like plane air.)
- Face Hero contains a tonne of essential fatty acids your skin needs to stay properly hydrated, but which your body can't produce.
- We accidentally wrote six up there but meant five.
Is Go-To tested on animals?
No. Just Zoë. Go-To is not tested on animals and is cruelty free. We have the PETA tick to prove it.
Does Go-To contain nasties?
‘Nasties' is a nebulous, unregulated term that we avoid. We formulate everything to be as gentle and accessible for sensitive skin as possible, so more people can enjoy using more of our products. We leave out parabens, PEGs, sulfates (SLS/SLES), GMOs, mineral oils, petrolatum or synthetic colours in our products cos there are plenty of great alternatives, which means that anyone who prefers to leave those ingredients out of their skin care can use Go-To. You can read about everything we leave out and why right here.
Where are Go-To products made?
Australia. Australian founder, Australian owned, Australian made.
Who develops Go-To products?
We do. We are a private company, owned and operated in Australia.
How can I find out when my Go-To expires?
Give your products a back rub and they'll tell you. If that doesn’t work, you will find a best before date printed on all Go-To products. (Exfoliating Swipeys and Much Brighter Skin Users! You must use these guys up within six months of opening.)
Is your packaging environmentally friendly?
Sustainability is a core pillar for Go-To and we do our best to source environmentally friendly materials for all of our packaging. We’re delighted to announce that our products are transitioning to post-consumer recycled (PCR) plastic. You will start seeing this new packaging directly from Go-To and in-store from now. (Except Face Hero, that guy will remain glass and had its own makeover in 2021.) Our cartons are made with FSC cardboard and are 100% recyclable. And while your beloved Go-To favourites may look a little different on the outside, inside they’re the same reliable, effective formulas you know and can’t live without. Just more sustainable.
Oh no! I have experienced a break out since using Go-To!
Don't panic! Making a switch to your routine can sometimes cause temporary breakouts or even some dryness while your skin adjusts to your new products. Alternatively, there might be other things that might have caused the breakout. (A change of season, hormones, different diet can all mess with our skin.) Bottom line though, we hate thinking you're unhappy with your Go-To products, so please contact us at email@example.com for advice on how to get through the transition.
Are the fragrances in your products natural?
Some people have concerns over synthetic fragrances and rightly so, because many are sensitising compounds, made using solvents and with residual allergens. With the exception of 0.5% of fragrance in Exceptionoil to make the delicious, fully accredited Monoi de Tahiti really sing, the 100% naturally-derived fragrances used in our Go-To products have been thoroughly researched and tested (not on animals obviously!) prior to use, are approved by the strictest world fragrance body, the International Fragrance Association (IFRA), and based on constant and serious toxicological research.
Do you use peace silk for Face Case?
No. We looked into peace, or “vegan” silk, but chose to go with traditional methods. (It’s worth noting that Peace silk is not actually vegan, since it is still produced by an insect.) For a detailed explanation on peace silk, we recommend a trip to this site.
How do I care for Face Case?
Hand wash in cold water (below 30℃/85℉) at least once a week. Never use bleach (stick to the gentle, sudsy stuff) and never pop it in the dryer (leave it to air dry and iron-steam it on low heat, or palm it off to your favourite dry cleaner, if you want to). Always convince someone else to do it for you, if possible.
What’s the difference between Bro-To and Go-To?
Bro-To products are made with the exact same bestselling formulations as Go-To. We just gave them their own identity, and a signature woodsy-fig Bro-To scent.
Can I use Fancy Face with oily skin?
You can! And we believe you should. Oil cleansers can be wonderfully balancing on oily skin: they take away dirty oils, and replenish the good oils. Remember: if you’re giving your skin too little oil (oily skins tend to avoid products with oil) your skin will usually start overproducing sebum to compensate, so you actually get oilier skin, plus congestion/clogged pores. Better to keep oil levels in check, than strip your skin of oil together.
Should I use an oil cleanser in the morning, night or both?
We definitely recommend oil cleansing at night, (to remove all your SPF and makeup) but some people start the day with an oil cleanse to remove the sebum that accumulates over night, and make the skin plump for makeup application.
What’s the difference between Fancy Face and Properly Clean?
Properly Clean is a water-based mousse cleanser, and Fancy Face is a nourishing oil cleanser and makeup remover in one. Both are very gentle and very effective but Fancy Face is designed to dissolve heavy makeup (even on the eyes! Even longwear!) and SPF (even zinc), while Properly Clean excels at everyday morning and night cleansing. To be clear: Properly Clean is a very effective cleanser, (hence the name), but we recognise that a lot of our customers either a) wear a lot of makeup, B) wear a lot of SPF (hooray!) or C) have dryer, mature skin that needs a bit more nourishment, which is why we developed Fancy Face.
Their scents are also completely different: Properly Clean smells all zingy and fresh (ginger, mandarin, and lime) while Fancy Face smells like a posh day spa (rose, tuberose and gardenia).
Do I need to double cleanse?
It’s up to you, your skin, your day, your needs. (Our founder, Zoe, does, as she is a zinc-wearing, makeup wearing person with a dry skin type, who is about to turn 40).
Fancy Face and Properly Clean are both perfectly fine used solo, but if you’re wearing heavy makeup or SPF, or if you have a drier skin, then you might find your skin will benefit from a pre-cleanse with oil. To double cleanse, massage Fancy Face all over your dry face (no water on hands or face!) for a solid 30 seconds, then remove oil thoroughly from face with a warm-hot cloth. Follow on with Properly Clean. Your skin will be wildly soft, clean, bouncy and nourished, which is the perfect prep for your nightly skin care routine, and will make a big difference to your skin overall, in our biased opinion.
How do I wash Posh Cloth?
Rinse well with water after use. And after every few uses, toss in the washing machine with similar colours and without any fabric softener. Tumble dry on low heat or air dry and don't you dare iron or dry clean it (why would you).
Can I use Much Brighter Skin with my other actives?
Vitamin C pairs well with some actives (think: Niacinamide! Vitamin E! Hyaluronic acid!) but should be kept far away from others (Benzoyl Peroxide! Retinoids!) Let us guide you through it step-by-step.
Does Much Brighter Skin smell like hotdog water like other Vitamin Cs?
No way. Much Brighter Skin smells like geranium, bergamot and mandarin. Think: Floral! Fresh! Pretty! The complete opposite of hotdog water! What’s the hotdog water about? This is a mystery even to our formulation wizards.
How can I let Go-To know I am quite the fan?
Come play with us on social media. We are @gotoskincare on Facebook, Instagram, Grubzblerp: all of them. (We get to see all your cute photos if you tag them #gotoskincare).
Where should I direct my press enquiry?
Please contact the PR wizards at firstname.lastname@example.org.
What are e-Gift Cards?
They are like a regular gift cards but with more 'e'. No but seriously. e-Gift Cards are special dollars that you give to someone you like, which they can use to buy goodies on the gotoskincare.com website.
Do e-Gift Cards work anywhere else? McDonalds, say? Or ASOS?
No. Just on gotoskincare.com.
What will my recipient see?
The depths of your love, for one thing. Also, when you purchase an e-Gift Card, you will instantly receive an email with said e-Gift Card, that you can forward on to the lucky recipient once you feel they've truly earned it.
How long do e-Gift Cards take to arrive?
As they are sent to your email address, they are instant! Take that, paper vouchers!
Can I get a refund on an e-Gift Card?
Unfortunately we cannot offer refunds on e-Gift Cards once they have been purchased because a fortune-teller warned us if we did, there would be a pox on us forevermore. However, if you have any issues with a product you have bought using your e-Gift Cards, please view our Refunds and Returns policy.
How long do e-Gift Cards last?
e-Gift Cards last 36 months from the date of purchase, and only 20 seconds in a plank competition.
How do I redeem e-Gift Cards?
Add your items to your cart in the usual way, then when you're ready to pay you can choose to pay with your e-Gift Card, or a credit card, or even a combination of both!
Can I use e-Gift Cards and a credit card in the same purchase?
Yes, you don't have to have the exact amount on your e-Gift Card, you can make a part payment with your e-Gift Cards and a credit card in one transaction. Disney dollars will not be accepted, however.
Can I use American e-Gift Cards here?
Nah. You can only use e-Gift Cards purchased with Australian Dollars (AUD) on our Australian site.
What currencies do e-Gift Cards come in?
e-Gift Cards purchased from our Australian website are only available in AUD.
What flavours do e-Gift Cards come in?
They are not edible, but if they were, probably caramel or white chocolate.
No luck finding the answer to your question? The ice cream to your cone. The salt to your popcorn. The peanut butter to your peas.
Send the Go-To Customer Service team an email. We love hearing from you.