FAQS

Orders

Where does The Go-To ship to?

THE GO-TO ships globally so you can gift better wherever you are.

When will I receive my order?

Your product(s) are shipped to you directly by the individual brand(s), therefore shipping times can vary and your order may arrive in multiple packages. For personalised gifts, please allow extra time for your gift to be carefully curated just for your recipient - see Shipping & Item Location details of your chosen gift for more information on specific lead times.

Can I amend or cancel an item from my order?

Depending on the status of your order, it may be possible to cancel or make adjustments to size and/or personalisation. If you need to make any amendments to your order, please get in touch as soon as possible by emailing orders@thegoto.com and we will do our best to assist you. 

How do I make a return?

Please note: made-to-order and personalised gifts are non-refundable.

THE GO-TO is a marketplace and, as such, return policies are specific to our individual brand partners. For more information, please see the product page or contact orders@thegoto.com.

When will I receive a refund after making a return?

THE GO-TO is a marketplace and, as such, processing times can differ depending on the location of our brand partners. As soon as the return has been received and verified by the brand, your refund will be credited to the original payment method. 

Are taxes and duties included at checkout?

Your order will be shipped directly from our individual brand partner(s) located around the world and, therefore, may be subject to import duties and taxes applicable to your country or the country you are shipping to. Please be aware local import duties and taxes are not included in the price and shipping cost at checkout. Customers are solely responsible for any additional costs related to the delivery of their order. For more information on where a brand ships from, please see Shipping & Item Location details on the product page and contact your local customs office for specific cost-related queries.

Payment

What credit cards do you accept?
How will my payment be processed?

Payment will be debited from your card at the time of order confirmation. All payments will be charged in pounds and converted with the current exchange rate at the time of processing. For your safety, security checks are taken on all payments made to us at the time of purchase. If we need further information to verify your purchase, we will contact you from orders@thegoto.com before processing the payment.