FAQS

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

Every product is fulfilled directly by each individual brand, so dispatch and delivery times vary from item to item. Always check the estimated lead time at checkout and on the product page's "Shipping & Item Location" tab before you order - personalised gifts need extra time to be carefully curated, so please allow for this.

Depending on your order's status, we may be able to amend or cancel it, including changes to size or personalisation. Please email orders@thegoto.com as soon as possible and we'll do what we can - though once an item has started production or been dispatched by the brand, we can't always guarantee a change is possible.

Please note made-to-order and personalised gifts are non-refundable. For everything else, the return process varies slightly by brand - check the product page or email orders@thegoto.com and we'll guide you through it.

Processing times vary depending on where the brand is located. Once your return has been received and verified by the brand, your refund will be issued to your original payment method.

You'll receive a dispatch confirmation email with tracking information as soon as each part of your order ships. For exact lead times before your order ships, check the "Shipping & Item Location" tab on each product page - this is the fastest way to see when to expect your item. 

If you can't find your dispatch email, or need an update sooner, email orders@thegoto.com with your order number and we'll check in with the brand for you.

THE GO-TO is a marketplace, so if your order includes items from more than one brand, each item is dispatched separately and will arrive as its own delivery, with its own tracking.

Local import duties and taxes may apply depending on your destination and are not included at checkout, as our brand partners are located all over the world. These charges are calculated by the local delivery provider, not by THE GO-TO, and the customer is always responsible for paying them. Check the "Shipping & Item Location" tab on the product page for details on where a brand ships from, so you can check in advance whether duties may apply.

On the rare occasion a brand can't fulfil an order or item (for example, due to a stock issue or shipping issue), we'll let you know as soon as we hear and refund you in full for that item. Email orders@thegoto.com if you have any questions while we sort this out.

THE GO-TO accepts all major credit cards, as well as Klarna for flexible payment options.

Your payment is debited at order confirmation, in pounds, using the exchange rate applicable at that time. All purchases go through standard security checks to keep your payment safe.