Terms & Conditions

These terms and conditions (together with the documents, information and policies referred to in these terms and conditions) ('Terms and Conditions') set out the legal terms that apply to your use of our website https://thegoto.com, any of its sub-domains and any other websites operated by us or on our behalf and any mobile device application or desktop application developed by us or on our behalf (together, the 'Websites' and 'Website' being a reference to any one of them) and the other services that we provide (the 'Services').

Please read these Terms and Conditions carefully and make sure that you understand them before using the Services. Please note that by using the Services, you agree to be bound by these Terms and Conditions. If you do not accept these Terms and Conditions, you will not be able to use the Services and you should leave the Website immediately. If you continue to use the Website or if you order products, we will take this as your acceptance of these Terms and Conditions.

1. Understanding These Terms and Conditions

Please read these terms and conditions ("Terms") carefully before using this website (the "Site") or ordering any products through it. These Terms tell you who we are, how we will provide products to you, how you and we may change or end the contract, what to do if there is a problem, and other important information.

The Go-To Gift Limited is referred to as "we", "us" or "our" in these Terms. "You" and "your" refer to the person using the Site or placing an order.

A few terms used throughout these Terms have a specific meaning:

• "Partner" means a third-party designer, brand or store whose products are made available for sale through the Site.

• "Products" means the goods offered for sale by Partners through the Site.

• "Services" means the Site and the services we provide in connection with it, including customer service and payment processing.

• "Account" means an account you may register with us to place orders and store your details.

These Terms are only available in English. We recommend that you print or save a copy of these Terms, and of your order confirmation, for your records.

By using the Site or placing an order, you agree to be bound by these Terms. If you do not agree to these Terms, you must not use the Site.

2. About Us

The Go-To Gift Limited is a company registered in England and Wales under company number 12811153, with its registered office at 2 Allen Street, London, W8 6BH, United Kingdom (VAT number 405444519).

Products available on the Site are supplied by our Partners, not by us directly. When you place an order, you enter into a contract of sale with the relevant Partner, and we act as the Partner's disclosed agent in concluding that contract and in providing the Site through which it is made (see Section 7, Partners, and Section 9, Orders, Prices and Payment).

3. Accounts

You may need to register for an account to place an order or to access certain features of the Site.

When you register, you must provide accurate, current and complete information, and keep it up to date. You are responsible for maintaining the confidentiality of your account login details and for all activity that occurs under your account. Please tell us immediately at contact@thegoto.com if you believe your account has been used without your permission.

We may refuse to register an account, or may suspend or close an existing account, at our reasonable discretion — for example, if we suspect the information provided is inaccurate, that the account is being used fraudulently, or that these Terms have been breached. Where reasonably possible, we will tell you why.

4. Services

The Site allows you to search for and purchase products from a curated selection of Partner designers and brand stores. We provide the technology platform, customer service, and payment processing for orders placed through the Site. Partners are responsible for the products themselves and for delivery logistics; delivery charges are shown at checkout before you complete your order.

5. Our Liability to You in Relation to the Services

We are responsible for losses you suffer as a foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence or that of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for any other liability which cannot be excluded or limited by English law.

6. The Products

Product descriptions and images on the Site are provided by our Partners. We take reasonable steps to ensure this information is accurate, but we cannot guarantee that it is complete, current, or error-free, and colours may appear slightly different depending on your device's display. If a product is defective or does not match its description, you may be entitled to a refund, replacement or repair; this does not affect your other legal rights as a consumer.

Products sold through the Site are for your own domestic and private use. You agree not to resell them for commercial purposes, and not to export or re-export any product to any country, entity or individual subject to UK, EU or US trade sanctions or embargoes.

If a product arrives damaged, does not arrive at all, or is significantly different from how it was described, please tell us as soon as possible and in any event within 14 days of delivery (or of the date you expected it to arrive), together with photos or any other evidence you have, so we can look into it and, where relevant, raise a claim with the courier on your behalf. We may still look into a report made after this window at our discretion, but a prompt report helps us resolve things faster. This time limit does not affect your statutory legal rights, which are not subject to any equivalent deadline.

7. Partners

Your contract for the purchase of a product is with the relevant Partner, not with us. We ask our Partners to maintain fair and compliant business practices, and we vet Partners before listing them on the Site (see Section 17, Ethical Sourcing Policy), but we cannot be held responsible for a Partner's individual acts or omissions. If you have a complaint about a Partner or an order, please contact us at contact@thegoto.com and we will do our best to help resolve it with the Partner on your behalf.

8. Intellectual Property Disclaimer and Takedown Policy

While we take reasonable care in selecting Partners, we cannot warrant that products listed on the Site do not infringe the intellectual property rights of others. If you believe a product or listing infringes your intellectual property rights, please email contact@thegoto.com with a detailed description of the right you believe is infringed and the specific product or listing concerned, and we will investigate promptly.

By using the Site to purchase or list products, you agree to indemnify us against any third-party claims, losses or costs arising from an intellectual property infringement connected with a product, save to the extent caused by our own breach of these Terms.

9. Orders, Prices and Payment

You must be at least 18 years old and hold a valid payment card to place an order. You must ensure that the details you provide when placing an order are accurate and complete. Before you submit your order, you will have an opportunity to review and correct it.

(a) Formation of the Contract Between You and the Partner(s)

The Partner supplying each product will be identified on your order confirmation. Our acknowledgement email confirms we have received your order but does not mean it has been accepted. A contract between you and the relevant Partner is only formed when we send you an email confirming that the Partner has accepted your order, listing the products included.

Legal title to a product passes to you once your payment has been accepted. Risk in the product (for example, the risk of loss or accidental damage) remains with the Partner until the product is delivered to the address you gave us when you placed your order.

(b) Pricing and Availability

Prices shown are based on information provided by our Partners. If we discover a pricing error after you have ordered, we will contact you to give you the option of reconfirming your order at the correct price or cancelling it. Prices for deliveries within the UK and EU include VAT where applicable; delivery costs are shown separately and are additional to the product price. Import duties may apply to orders delivered outside the UK — see Section 11, International Delivery.

(c) Payment

We may carry out a pre-authorisation check on your payment card before a Partner dispatches your order. A Partner may refuse or cancel an order if a product is out of stock or unavailable, if we cannot authorise your payment, or if you do not meet any eligibility requirement (such as the age or geographic restrictions in these Terms).

(d) Business and Trade Purchases

If you are ordering in the course of a trade, business, craft or profession — for example, a corporate or bulk gifting order — rather than as a consumer, please let us know at the time of ordering. Some of the consumer protections in these Terms, including the statutory cancellation right described in Section 12, are given to consumers only and do not apply to trade or business orders; where that is the case, we will agree the applicable cancellation and returns terms with you in writing before you order.

10. Delivery

Estimated delivery dates are shown in your order confirmation. Delivery is arranged by the relevant Partner; while we expect Partners to meet estimated delivery times, delays caused by circumstances beyond a Partner's reasonable control will not make the Partner or us liable to you. Delivery times are estimates and not guaranteed, and your order may arrive in more than one shipment if it contains products from different Partners. If you select an optional delivery service (such as authorising delivery without a signature, or delivery to a neighbour), you do so at your own risk, and we are not responsible for loss resulting from that choice.

11. International Delivery

The countries we are able to deliver to, and any product restrictions that apply, are shown on the Site. Orders delivered outside the UK may be subject to import duties and taxes, which are your responsibility and which we will highlight at checkout where possible. You are responsible for complying with the laws of the country your order is delivered to, and we are not liable if you do not.

12. Returns Policy

Full details of your right to return a product are set out in our Returns Policy.

If you are a consumer ordering from within the UK or the EU, you generally have the right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 without giving a reason, within 14 days of the day you (or someone you nominate) receives the product — subject to certain exceptions, such as personalised, bespoke, or made-to-order items, and items marked as final sale, which cannot be cancelled once the Partner has begun to prepare or personalise them.

To cancel, you can email us at contact@thegoto.com with your name, address and order reference, or complete the cancellation form set out in the Appendix below. You must then return the product to the address we provide within 14 days of telling us you wish to cancel, in accordance with the conditions in our Returns Policy.

We will refund you within 14 days of the earlier of (i) the Partner confirming receipt and condition of the returned product, or (ii) you providing evidence that you have sent the product back to us — using the same payment method you used to pay, unless you agree otherwise. Where the law allows, we may make a deduction from your refund to reflect any reduction in the value of the product caused by handling it beyond what is reasonable to check its nature and condition, or if you have not returned it in the condition required by our Returns Policy.

13. Reviews and Content You Share With Us

If you leave a product review, submit a testimonial, or share content with us (for example by tagging us on social media or sending us photos of a gift you have purchased), you confirm that the content is your own, that it does not infringe anyone else's rights, and that it does not contain anything unlawful, defamatory or offensive.

You grant us a non-exclusive, royalty-free, worldwide licence to use, reproduce and display that content on the Site and in our marketing (for example on our social media channels), with attribution to you where reasonably practicable. You can ask us to stop using specific content by contacting contact@thegoto.com, and we will do so within a reasonable time, save where we need to retain a record for a legitimate business reason.

We may remove any content you submit, at our discretion, without needing to give a reason.

14. Our Website

(a) Access to the Website

Access to the Site is free of charge. You are responsible for making the arrangements necessary for you to have access to the Site, and for ensuring that anyone who accesses the Site through your internet connection is aware of, and complies with, these Terms. We do not guarantee that the Site, or any content on it, will always be available or uninterrupted, and we may suspend, withdraw or restrict access to all or part of the Site without notice.

Where the law requires information or notices to be "in writing", you agree that email and other electronic communications satisfy that requirement.

(b) Your Conduct

You must not misuse the Site by knowingly introducing viruses, trojans, worms or other material that is malicious or technologically harmful, or by attempting to gain unauthorised access to the Site, the server on which it is stored, or any server, computer or database connected to it. You must not use the Site for any unlawful, fraudulent, offensive, or infringing purpose, or to send spam or unsolicited advertising. A breach of this kind may constitute a criminal offence under the Computer Misuse Act 1990, and we will report any such breach to the relevant law enforcement authorities and co-operate with them. You agree to indemnify us against losses arising from your breach of this Section.

(c) Third-Party Products and Services on the Website

The Site may make available products or services from third parties which are subject to their own separate terms. We are not responsible for those third-party products or services, and your use of them is at your own risk. We do not guarantee that every feature of the Site will work on every device.

(d) Linking to the Site

You may link to our home page, provided you do so in a way that is fair and legal and does not damage our reputation or take advantage of it. You must not establish a link in such a way as to suggest any form of association, approval or endorsement on our part where none exists, and you must not frame the Site on any other site. We reserve the right to withdraw linking permission without notice. A link to another website does not imply our endorsement of it, and we are not responsible for the content of websites we do not operate.

(e) Our Liability in Relation to the Website

We may update the content on the Site from time to time, but we are under no obligation to do so, and content may be out of date at any given time. The Site is provided on an "as is" and "as available" basis. To the extent permitted by law, we exclude all conditions, warranties and representations that might otherwise apply to the Site, and we are not liable for any loss or damage arising from your use of, or inability to use, or reliance on any content on the Site, including loss of profits, business, or business opportunity. We are not liable for any loss or damage caused by a virus or other technologically harmful material that may infect your device as a result of your use of the Site. Nothing in this Section limits our liability for death or personal injury caused by our negligence, or for fraud, as set out in Section 5.

(f) How Products Are Ranked and Featured Listings

Where products appear in a list, search result, or category page on the Site, their order is determined by a number of factors, which may include: how closely the product matches your search or the category; whether it is in stock; how popular it is; how recently it was listed; and, if applicable, whether the Partner has paid for enhanced visibility as described below. These factors, and how much weight each carries, may change over time.

15. Privacy Policy

Any personal information you provide to us will be used in accordance with our Privacy Policy. By using the Site, you consent to that use, and you confirm that any information you provide to us is accurate.

16. Intellectual Property, Software and Content

We own or are licensed to use all intellectual property rights in the Site and its content (excluding content supplied by Partners about their own products), and these rights are protected by copyright laws and treaties around the world. You may not systematically extract or re-use parts of the Site's content — including by data mining, data extraction or data scraping — or publish or redistribute a substantial part of the Site's content in any medium, without our prior written consent.

Any individuals, trade marks, or third-party images featured on the Site are not affiliated with, or endorsed by, us unless expressly stated.

17. Ethical Sourcing Policy

We are committed to offering ethically made, high-quality products. We require our Partners to protect the health, safety and human rights of everyone in their supply chain, and to comply, at a minimum, with the employment laws of the countries in which they operate — covering matters such as a minimum working age, freely chosen employment, safe working conditions, freedom of association, non-discrimination, and fair pay. We will not knowingly continue to work with a Partner who breaches these principles and will not allow it to be listed for sale on the Site. We encourage our Partners to apply the same principles throughout their own supply chains, though we recognise that supply chains can be complex and that we cannot personally audit every stage of every Partner's supply chain.

18. Relationship Between Us

Nothing in these Terms creates a partnership, joint venture, agency (other than as expressly described in Section 2) or employment relationship between you and us, and neither of us has authority to act on behalf of, or bind, the other except as set out in these Terms.

19. Third-Party Rights

These Terms are between you and us. No other person has any right to enforce any of these Terms under the Contracts (Rights of Third Parties) Act 1999 or otherwise, except that a Partner may rely on the terms of Sections 6, 7, 8 and 9 to the extent they concern the contract of sale between you and that Partner.

20. Assignment

You may not transfer any of your rights or obligations under these Terms to another person without our written consent. We may transfer our rights and obligations under these Terms to another organisation, for example if we reorganise our business or if our business is sold, but this will not affect your rights under these Terms or under your contract with a Partner.

21. Changes to These Terms

We may revise these Terms from time to time, for example to reflect changes to relevant law, to our Services, or to how we work with Partners. The version of these Terms that applied when you placed an order will govern that order. If we make a material change, we will take reasonable steps to bring it to your attention, such as a notice on the Site. Your continued use of the Site after a change takes effect means you accept the revised Terms.

22. Ending Your Use of the Site

You may stop using the Site, or close your account, at any time. We may suspend or end your access to the Site or your account if you seriously or persistently breach these Terms, or if we are required to do so by law. Ending your use of the Site does not affect any order already placed, or any right or liability that has already arisen, and the sections of these Terms that by their nature should survive (including Sections 5, 15, 16, 18 and 19, and any liability that has already accrued) will continue to apply.

23. Other Important Information

Severability. If any provision of these Terms is found by a court or regulator to be unlawful, invalid or unenforceable, the remaining provisions will continue in full force and effect.

Waiver. If we do not insist immediately that you do anything you are required to do under these Terms, or if we delay in taking steps against you for breaching these Terms, that will not mean you do not have to do those things, and it will not prevent us taking steps against you at a later date. A waiver by us of any breach will only be effective if it is set out in writing and signed by one of our directors, and will not be treated as a waiver of any later or different breach.

Entire agreement. These Terms, together with our Privacy Policy and Returns Policy, and, in relation to a specific order, the relevant Partner's terms and your order confirmation, constitute the entire agreement between you and us in relation to your use of the Site and your order, and supersede all prior agreements and understandings, whether written or oral, relating to that subject matter.

Events outside of our control. Neither we nor our Partners will be liable for any failure or delay in performing our obligations where that failure or delay results from an event outside our reasonable control, including acts of God, war, terrorism, embargoes, riots, civil unrest, natural disaster, adverse weather, failure of public or private telecommunications networks, or interruption to transport networks. We will notify you if such an event affects your order, and our obligations will be suspended for as long as the event continues.

24. Complaints and Alternative Dispute Resolution

If you have a complaint, please contact us in the first instance at contact@thegoto.com or by post to Henry Moore Court, SW3 6AS, United Kingdom, and we will do our best to resolve it. Further details of our complaints handling process are available on request.

If we are unable to resolve a complaint to your satisfaction, you may be able to refer it to an alternative dispute resolution ("ADR") provider. If you are a consumer resident in the EU, you may also be able to use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr — please note this service may not currently accept complaints against UK traders following the UK's departure from the EU; check the platform for current availability. Using ADR is optional, and you remain free to bring a claim through the courts as set out in Section 25 below.

25. Governing Law and Jurisdiction

These Terms, and any dispute or claim arising out of or in connection with them (including non-contractual disputes or claims), are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute or claim arising out of or in connection with these Terms, save that if you are a consumer resident in Scotland or Northern Ireland, you may also bring proceedings in the courts of the part of the UK in which you live.