It's scary buying skin care online. What if it makes your skin, like, break?
Frequently Asked Questions
Don’t worry. Go-To is none of these things. 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 fears with this comprehensive FAQ and tip megabase.
Purchasing & Shipping
Can I buy Go-To in any shops?
Sure can! Go-To is available from Mecca (Australia and NZ), Sephora (US), and Zwiforb 39A (Neptune).
How do I check on my order?
We’ll send you an email with a link to your tracking info once your goodies have been despatched. Link not working? Don’t worry! Just shoot an email to firstname.lastname@example.org and they'll give you detailed tracking info.
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.
Will you ship to me internationally?
Are you kidding? We’d LOVE to! Our US Warehouse can ship to US, Mexico, Canada, Puerto Rico, and Central America. Want to get your mitts on Go-To anywhere else in the world? Head over to our AUS website, already!
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, and PayPal. We sadly no longer accept grape Hubba Bubba as payment, due to it being a very silly idea indeed.
When can I expect my order?
It will depend on which postage and handling option you selected at check out. See all of our Postage & Handling options here.
What about refunds and returns and stuff?
Yes, we offer all of this, please read in fascinating detail here.
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.
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 peach box - it's a fun, custom-made shipper designed to protect your products in transit. It will arrive complete with fun postage sticker and anything else our postage elves write on it.
Can I add a card to my order?
Sure can. If your order is going to someone else (OMG LUCKY), you can leave a message which our ever-efficient warehouse will pop onto a gift card.
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?
Go-To is full of anti-inflammatory and botanical oils, and calming antioxidants that make it a terrific place to start for angry and sensitive skin. In fact, our Very Useful Face Cream and Face Hero are all dermatologically tested to be safe for sensitive skin.
But as with introducing any new skin care product, we recommend you patch test the products first. And of course, be sure to listen to your skin: if you do go through any flare ups, ease off on the products and get in touch with our adorable customer service team via email@example.com for detailed advice.
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 moisturising cleansing mousse (not foam, mousse) Properly Clean, 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 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.
If I have teenage skin, what are the best Go-To products for me?
All are fine, but Properly Clean, Exfoliating Swipeys, and Face Hero are particularly excellent for calming, balancing, and nourishing teen skin. Since younger skin can be a bit temperamental, we recommend you go easy, start with a patch test, and then introduce the products to your routine slowly. (And if you’re using Exfoliating Swipeys you must be wearing SPF daily. Deal? Deal.)
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 each and every product (and some you don’t even know about yet – ooooh, how exciting!) in the range both times. 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.)
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:
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 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!
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, (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.)
5. Face Hero contains a tonne of essential fatty acids your skin needs to stay properly hydrated, but which your body can't produce.
6. 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."
What are the expiry dates for Go-To products?
Properly Clean and Exfoliating Swipeys will last 24 months unopened (use Exfoliating Swipeys within six months of opening!) We recommend you store Exfoliating Swipeys in a cool place, with the lid on tight, avoiding contamination from un-clean fingers. All other Go-To products will last you 36 months unopened and 24 once opened.
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.
Are there any samples you can send me?
Not at this time. Sorry. However, if you have any skin care concerns and want to know which products will best suit you, we have a range of FAQs (on this very page) to answer your concerns. And if it's particular sensitivities you're concerned about, all ingredients are listed for each product so you can check that out on the product pages. If you do purchase something that irritates your skin (highly unlikely as we have removed all known irritants and textbook nasties, but it can happen) we will refund your purchase. For more on our refund policies, click here.
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 firstname.lastname@example.org to chat.
Can I use Properly Clean as a makeup remover?
Properly Clean is perfectly capable of removing day-to-day makeup and skin care etc, however, if you are wearing a LOT of makeup, and have reapplied several times throughout the day or night, it might be wise to use a dedicated makeup remover or cleansing oil on the face first. That, or do a double cleanse with your Properly Clean.
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.
Why is silk so much better than cotton?
Cotton pillowcases cause friction and folds between your skin and the pillow. All that tugging and creasing results in morning sleep lines. Over time, these seemingly temporary and benign sleep creases can turn into permanent wrinkles because you’re effectively ironing them in each night. Also, cotton is a moisture thief that draws out your skin’s natural moisture and all that lovely (very useful!) face cream you applied before bed. Finally, cotton disrupts and damages the hair cuticle, leaving you with rough and/or frizzy hair. Silk, conversely, allows the face to glide effortlessly over the pillow all night (no tugging/creasing/friction), doesn’t absorb moisture, and keeps your hair soft, smooth and blow-dried to perfection. You’ll just have to get your wrinkles the old-fashioned way: smiling/thinking/worrying.
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.
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 Foundation. (Jenny Lin email@example.com)
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 Australian gift cards here?
Nah. You can only use e-Gift Cards purchased with USD on our US website.
What currencies do e-Gift Cards come in?
e-Gift Cards purchased from our 'Murican website are only available in USD at this time.
What flavours do e-Gift Cards come in?
They are not edible, but if they were, probably caramel, or white chocolate.
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.
Our Fancy Sampling Program
How does your sampling program work?
In a seashell this is how it works: depending on what you spend different sachets, minis or gifts will be available for you to select. Fun, right?
In an armadillo shell this is how it works:
- Spend $1-$49: Choose two sachets
- Spend $50-$74: Choose between three sachets or one Little Gift
- Spend $75-$109: Choose between one mini or one Little Gift
- Spend $110+: Choose one mini and one Little Gift
- Spend $1billion: Choose between Galactic spacecraft or a sachet
Sachets, minis and Little Gifts are rotated regularly and include samples from both Go-To and Gro-To.
We can’t wait for you to try, and fall in love with, everything.
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.