Useful bits

FAQs

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 skincare queries and order questions with this comprehensive FAQ and tip megabase.

Your Order

Can you ever! Click below for full tracking details:

Track my order.

Just pop in your email and order number (It should look something like this: GSH999999.) Boom. Tracked.

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 2-4 business days, or 1-2 business days if you opted for express delivery. Eager beavers!

New Zealand: Typically 2-3 business days. However, due to ongoing staff shortages in the postal network, NZ orders may take up to two weeks.

All other international customers: Typically 10-14 business days. However, due to ongoing staff shortages in the postal network, international orders may take up to four weeks.

Intergalactic customers: 200-500 years.

If you want to change your order please email info@gotoskincare.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.

Yes, we offer all of this, please read in fascinating detail here.

 

Purchasing & Shipping

Sure can! Go-To is available from Mecca (Australia and NZ), Revolve (everywhere except Australia) (sorry), and Zwiforb 39A (Neptune).

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!

No. Sorry. We have arrogantly elected to be a 100% online business.

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.

Visa, Mastercard, American Express, PayPal, AfterpayKlarna, Apple Pay and Shop Pay. We sadly no longer accept grape Hubba Bubba as payment, due to it being a very silly idea indeed.

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.

Oh, totally! We feel you could really do with a penis enlargement and a fast-tracked college degree. Less hilariously: NO. Never. Gross.

 

Returns & Refunds

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.

 

Gifts & Packaging

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.

A Go-To Eco Box. This box is made from 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.

Nope!

No. All products will be grouped and sent in the one shipper (or more depending on how much you order, you Go-To rascal).

Our very special loyalty program created to reward your phenomenal taste in skincare? Oh yeah! All you have to do is make an account, shop your favourite products, and we’ll take care of the rest (ahem, showering you with gifts, special offers, VIP perks, you name it). 

To see exactly what’s in it for you, how to sign up, what to do if you’ve forgotten your password for the 57th time, head to our specific Go-To Gang FAQ right here

 

Skincare Concerns

We are very pleased to say that you absolutely can. In fact, our Very Useful Face Cream, Very Lightweight Moisturiser, Fancy Face, Face Hero, Much Plumper Skin, Much Brighter Skin and The Repair Shop 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 luscious clay mask, The Removalist uses Kaolin Clay which calms sensitive skin, while drawing out impurities. Sensitive-skin customers have had incredible results with these products, as well as 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 about 30 seconds after applying.)

And as always: Listen to your skin.

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. If you’re using Prep Step or a mist too, try applying your Very Useful Face Cream after spritzing, whilst the skin is still slightly damp, as this stops overuse. 

All our products are suitable for you! But in particular our nourishing oil cleanser, Fancy Face, our super nourishing face oil, Face Heroextremely hydrating serum, Much Plumper Skin, and the bestselling, daily moisturiser,  Very Useful Face Cream. Oh, and lather on Skin Party or Oil Over (or both!) daily for ridiculously supple and smooth skin.

All of them! They're all nourishing enough, and we all need antioxidants and moisture 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.

All are fine, but we especially recommend Properly Clean and Very Lightweight Moisturiser. Aptly named, and bundled, our Skincare Starter

Yes, we in particular recommend Properly Clean, Exfoliating Swipeys, and The Removalist. Oh, and Face Hero can be surprisingly helpful for congested skin, too.

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 skincare and then Nifty Fifty. Always. (There is zero point trying to correct dark spots if you don’t wear SPF.)

What a ridiculous question. You're already the most popular and attractive person we know.

Yes! As proof, Zoë, our founder has been through two pregnancies and used Properly Clean, Very Useful Face Cream, Exfoliating Swipeys, and Face Hero from the range both times (all other products weren't formulated at the time!). The main things pregbots need to be wary of in skincare are retinoids and retinol, BHAs (salicylic acid) and oil of bergamot and some soy products (only because they can worsen hyperpigmentation). However! We always recommend you consult your doctor to determine the individual needs of you and your little belly friend.

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 to support skin healing.

Every skincare 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 CreamExfoliating Swipeys, Nifty Fifty, The Repair Shop, Transformazing, Skin Party and Super Handy. 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.

We like to think of nut oils as food for your skin, helping to lock in moisture, and provide an added boost of antioxidants. Unfortunately for those who also can’t enjoy the sweet nostalgia of a simple peanut butter sandwich, there are a couple of products in the range we have to flag for their nut oil content: Face Hero, Fancy Face, Properly Clean, Very Useful Face Cream, Lips!, Skin Party, Super Handy.

Yes! The right face oil can do wonders for oily skin. Here are six dot points to support this wild claim:

  1. 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 being 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 deliver all the moisture and essential fatty acids the 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!
  2. 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.
  3. 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.
  4. The skin needs moisture AND oil to work properly. Using just moisturiser isn't enough, (especially if you use an oil-free one because you have greasy skin). Oils act as the skin's lipid barrier, 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).
  5. Face Hero contains a tonne of essential fatty acids your skin needs to stay properly hydrated, which your body can't produce on its own.
  6. We accidentally wrote six up there but meant five.

 

Products & Ingredients

Just Zoë. Go-To is not tested on animals and is cruelty free. We have the PETA tick to proudly prove it.

'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 silicones, 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 skincare can use Go-To.

You can read about everything we leave out and why right here.

Australia. Australian founder, Australian owned, Australian made.

We do.

We are a private company, owned and operated in Australia.

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.)

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 have transitioned to post-consumer recycled (PCR) plastic. You will have noticed this new packaging directly from Go-To and in-store. (Except Face Hero and Much Plumper Skin, those guys will remain glass.) 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.

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 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 info@gotoskincare.com for advice on how to get through the transition.

Some people have concerns over synthetic fragrances and rightly so, because many are sensitising compounds, made using solvents and with residual allergens. 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.

The list is growing (quickly!), but at this very moment, only the following Go-To products are suitable for vegans: Much Plumper Skin, Prep Step, Nifty Fifty, Face Hero, Properly Clean, Fancy Face, Very Lightweight Moisturiser, Transformazing, Very Nourishing Body Bar and Oil Over.

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.

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.

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.

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.

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.

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, 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 dry, 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).

It's up to you, your skin, your day, your needs. (Our founder, Zoë, does, as she is a SPF-wearing, makeup-wearing person with a dry skin type, who has just entered her 40s).

Fancy Face and Properly Clean are both perfectly fine to use solo, but if you're wearing heavy makeup or SPF, or if you have 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 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 skincare routine, and will make a big difference to your skin overall, in our biased opinion.

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).

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.

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.

 

Press & Media

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).

Please contact the PR wizards at media@gotoskincare.com.

 

e-Gift Card

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.

No. Just on gotoskincare.com.

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.

As they are sent to your email address, they are instant! Take that, paper vouchers!

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.

e-Gift Cards last 36 months from the date of purchase, and only 20 seconds in a plank competition.

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!

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 Card(s) and a credit card in one transaction. Disney dollars will not be accepted, however.

Nah. You can only use e-Gift Cards purchased with Australian Dollars (AUD) on our Australian site.

e-Gift Cards purchased from our Australian website are only available in AUD.

They are not edible, but if they were, probably caramel or white chocolate.

 

No Dice

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.

info@gotoskincare.com