From order tracking to washing instructions, our FAQs are such know-it-alls.
Frequently Asked Questions
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 once the order has been shipped, it's yours. However, please 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.
Purchasing & Shipping
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, please try 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, 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.
Returns & Refunds
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.
Gifts & Packaging
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 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.
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).
Skin Care Concerns
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 also incredibly soothing. 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 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.
As always, be sure to listen to your skin: if you do go through any flare ups, ease off on products to let it settle before introducing again slowly.
If I have oily skin, what are the best Go-To products for me?
In particular Properly Clean and Exfoliating Swipeys. But all of them should be fine, even our face oil, Face Hero. Hot tipz: You may like to double cleanse, 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 some Exceptionoil on the body or dripped into the bath? Bloody perfect.
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, and using Exfoliating Swipeys at least 3x a week, for quite frankly, obscene levels of hydration and radiance.
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 hyper-pigmentation). 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.
Is Go-To non-comedogenic?
While that term is highly subjective, we also believe that we can very safely say YES, we are definitely non-comedogenic. There is not an ingredient in sight in any of the Go-To products that would block pores... We leave that to those mineral oils and petroleum products we completely excluded. In fact, you could even say that Go-To is all about keeping the pores clean! Especially Properly Clean and Exfoliating Swipeys.
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.
Product & Ingredients
Is Go-To tested on animals?
Does Go-To contain nasties?
Nah. It’s not really our thing. So you’ll find no parabens, PEGs, sulfates (SLS/SLES), GMOs, mineral oils, petrolatum or synthetic colours in our products. (Or diamonds, but that’s by the by.) You can read about everything we leave out and why right here.
Where are Go-To products made?
We're an Australian-owned company who create all of our products in Australia. They are then made in Australia and New Zealand. See? Australians and Kiwis CAN get along.
Who develops Go-To products?
We do. We are a private company, owned and operated in Australia.
Does Go-To have nanoparticles?
We use (non-coated) nanoparticles of zinc oxide in Zincredible SPF 15. Nanoparticles mean the zinc oxide particles used are: Less visible, leave no white residue, easier to apply, and still deliver the same UV protection. Nanoparticles have been deemed perfectly safe for years*. There is no evidence they penetrate the skin, enter the bloodstream, or cause any harm. Each ingredient in Zincredible SPF 15 was exhaustively researched and deeply considered. Safety is paramount in all of our products, but particularly in sun care. Nano zinc oxide gives a stunning feel and completely a sheer finish. Which means you get the protection you need, with the finish you want. Wonderful.
*The most recent TGA review (2017) concluded that: "The majority of in vitro studies (using both animal and human skin) and in vivo studies have shown that both ZnO and TiO2 NPs [nano particles] either do not penetrate or minimally penetrate the stratum corneum and underlying layers of skin. This suggests that systemic absorption, hence toxicity, is highly unlikely. In conclusion, on current evidence, neither TiO2 nor ZnO NPs are likely to cause harm when used as ingredients in sunscreens and when sunscreens are used as directed."
How can I find out when my Go-To expires?
Give your products a back rub and they will tell you. If that doesn’t work, you will find a best before date printed on all Go-To products. (Exfoliating Swipeys Users! You must use your Swipeys within six months of opening.)
As a general guide: The shelf life for an unopened Properly Clean, Transformazing, Exfoliating Swipeys, Zincredible SPF 15, Zincredible Tinted, or Fancy Face is two years from when they were manufactured. While an unopened Super Handy, Exceptionoil, Lips!, Pinky Nudey Lips!, Face Hero, or Very Useful Face Cream have a shelf life of three years from when they were manufactured.
Is your packaging environmentally friendly?
We do our best to source environmentally friendly materials for all of our packaging. We are delighted that the Face Hero bottle and all components of Properly Clean are recyclable. The jar and lid for Exfoliating Swipeys and 100mL Very Useful Face Cream are also recyclable. The tubes used for Very Useful Face Cream, Super Handy, Lips!, Pinky Nudey Lips! and Exceptionoil (and their caps) are recyclable. The cardboard boxes housing Very Useful Face Cream, Exceptionoil, Exfoliating Swipeys, Super Handy and Face Hero are completely recyclable, sustainably sourced, and produced in FSC certificated facilities. The shipping boxes your order is lovingly packed in is also recyclable.
Oh no! I have experienced a break out since using Go-To!
Don't panic! Making a switch to natural products can sometimes cause a temporary 'detox' of the skin, (in the way of small breakouts, or even some dryness) because your skin is not used to something so pure. It's the same as drinking Diet Coke every day then switching to only green juices for a week - you're bound to get some kind of, um, purge. Alternatively, it could just be that all the lovely nourishing oils and butters in our Very Useful Face Cream or Exceptionoil are too heavy for your skin, and it needs a lighter touch, in which case, we recommend backing off for a few days and seeing what happens. Do you think there might be other things that might have caused the breakout...? A change of season, hormones, different diet can all mess with our skin. Have a think. Bottom line though, is that we hate thinking you're unhappy with your Go-To products, so please contact us at email@example.com to chat.
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?
All Bro-To products use the exact same* formula as the Go-To versions… they just come in grey packaging. *One change: the face cream has an outdoorsy, gunsmokey-woodsy-sexy scent that anyone would be proud to wear.
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).
Press & Media
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.
When should I use an SPF 50 instead of Zincredible?
Zincredible was created for regular, daily protection, not extended outdoor activity. Hitting the beach? Exercising outdoors? Sailing around Greece in your superyacht? Use a dedicated sunscreen with a higher SPF.
Where does Zincredible fit in my routine?
Zincredible offers broad spectrum physical protection, meaning it is to be applied last: on top of all your other skin care, and before makeup. (Or you can wear it solo as your daily skin care multi-tasker, too.)
Will Zincredible affect how my makeup sits?
Yes. It will make it look EVEN BETTER. Zincredible was designed to sit perfectly underneath makeup, and create a flawless, primer-comparable finish. Foundation glides on easily, and stays on all day. Skin is nourished and protected. Birds sing and unicorns fly. We recommend waiting one minute between Zincredible and makeup.
Is Zincredible broad spectrum?
Yup! Which means it'll protect you from both kinds of UV wavelengths: UVA (ageing) and UVB (burning) rays. We're not silly.
How was Zincredible tested?
Very stringently, and very seriously. Creating any SPF product is a robust and rigorous project, but we wanted to ensure the SPF we claim will stand up anywhere, any time. The clinical laboratory we uses employs a solar simulator that is calibrated to a set dose of UV radiation. Our Australian laboratory use an intensity that correlates with the UV index published by the Australian Radiation and Nuclear Protection Agency. This means that the testing more closely corresponds to what will be experienced in real sunlight in Australia. Or in other words: Tested in Aussie conditions, for Aussies wearing it in Straya, mate.
Why are chemical sunscreens called organic?
Because they ARE organic. But this isn’t organic in the same way that fruit or veg is. This is organic as in ‘compounds that contain carbon’.
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.