Shipping & Delivery

This Policy forms part of our Terms of Service.

We make your gift, then hand it to a courier (our designated high-security logistics partners). We only ship to regions our couriers cover. The gift may arrive before your Tribute unlocks — those are two different schedules. You are responsible for the address being right. For international orders, the recipient may have to pay customs duty, and some countries restrict gold and silver imports.

1. Where we ship

We deliver to regions where our courier partners operate. The current list is shown in the app at checkout and changes from time to time.

If your recipient's address is in an unsupported region, the app will tell you at the point you enter it. You can still send the Tribute message — you just cannot attach a shipped gift.

We may suspend delivery to a region because of courier withdrawal, conflict, natural disaster, sanctions or import restrictions. If this happens after you have ordered, we will contact you and offer to hold, redirect or refund.

2. Timing — two different clocks

This causes more confusion than anything else in the product, so it gets its own section.

A gift may arrive before the message unlocks. We cannot control when a recipient opens a parcel, and couriers do not deliver to a fixed second.

If the surprise matters, either schedule the shipment closer to the unlock date, or accept that the box may land first. The app shows an estimated delivery window when you order — use it to plan.

3. Two delivery streams

We operate two distinct shipping streams, and which one applies changes the timeline entirely.

3.1 Immediate Delivery

Standard or ready-made items from the Curated Series are prepared, quality-checked and shipped within 3 to 5 business days within the UAE from order confirmation. Timelines for other regions are confirmed with our logistics partner at checkout.

3.2 Time-Locked Future Delivery

For gifts attached to a Tribute scheduled months or years ahead, the physical item is manufactured immediately and placed into our high-security, climate-controlled vault facility in the UAE.

The item is held under professional guardianship at no additional cost to you until its scheduled release date. It is not made at the last minute — it is made now and kept safe.

Why this matters to you: the craftsmanship happens while the materials, the design and the engraving instructions are all current. You are not relying on us still making that piece in 2041.

4. How long it takes

International shipments are dispatched from our UAE vault 7 to 10 business days before your scheduled unlock date, so that customs clearance does not delay the moment.

These are estimates, not guarantees. Peak periods — Ramadan, Eid, Christmas, New Year, Valentine's Day, Mother's Day — run longer. Order early.

Precious Series items go through an additional quality assurance step involving authentication, photographic evidence and documented dispatch. This adds time and exists to protect you.

5. Costs

Shipping is charged in cash, not Credits — although the Credit cost of a Tribute includes a delivery component as set out in the Credits Terms.

5.1 Secured delivery protocol

For deliveries within the UAE we do not use ordinary postal services. Precious Series items are handled by specialist high-security couriers.

• Identity-verified handover. High-value Precious Series items are never left unattended at a doorstep, reception desk, or with a third party without your prior explicit written consent given in the app.
• How the recipient is verified: a unique in-app QR code, a one-time password sent to their registered mobile number, or a physical check of their Emirates ID or passport.
• Presentation. Domestic deliveries arrive in unbranded, tamper-evident outer security packaging. Inside is the Let's Horaro presentation box with any applicable certificates of authenticity.

Not included in our shipping charge:

• Import duties and customs charges
• Destination VAT or sales tax
• Courier brokerage or handling fees
• Storage charges if a parcel is held at customs
• Re-delivery charges for an incorrect address

5. Customs, duties and international deliveries

For deliveries outside the UAE:

• The recipient is the importer of record unless we state otherwise at checkout.
• The recipient is responsible for duties, taxes and clearance charges, unless a Delivered Duty Paid (DDP) option is selected at checkout where available. These are levied by their government, not by us, and we cannot predict or refund them.
• Customs may open, inspect, delay or seize a parcel.
• We declare contents and value accurately. We will not undervalue a parcel or mis-declare it as a gift of lower value. Please don't ask.

5.1 Precious metals — check before you order

Many countries restrict or heavily tax the import of gold and silver. Some require licences, declarations, or prohibit personal imports above a threshold entirely.

It is your responsibility to check the rules of the destination country before ordering. If a parcel is seized, destroyed or returned by customs because of an import restriction, we cannot refund the gift, though we will help with documentation.

If you are unsure, ask us at support@letshoraro.com before ordering — we would much rather answer a question than deal with a seized parcel.

5.2 Refused or unclaimed parcels

Our courier will make up to three (3) consecutive delivery attempts. If delivery remains unsuccessful, or the recipient refuses it:

• the item is returned safely to our UAE vault, and we notify you immediately in the app
• return shipping and any storage charges are payable by you
• we can hold it in your Treasure or re-ship at your cost
• if you do not respond within 30 days, we may dispose of it, and no refund is due

6. Addresses — your responsibility

You enter the recipient's address, by typing it or using GPS. We ship exactly where you tell us to.

6.1 Long-horizon deliveries: how we keep the address current

Because our delivery timelines can span years, contact details change. Two protections exist:

• You can update the recipient's address and mobile number at any time up to six (6) months before the scheduled dispatch date.
• The Safe Delivery verification pipeline. Sixty (60) days before a long-term Tribute is due to unlock, our system contacts both sender and recipient to confirm that contact details and the delivery location are still accurate.

💡 Please respond to these verification prompts. They exist precisely so that a gift scheduled years ago still reaches the right doorstep.

6.2 If you notice a mistake

Contact us at support@letshoraro.com immediately.

6.3 If we notice a problem

If the courier flags an invalid or incomplete address, we will contact you for a correction. We hold the parcel for 14 days. If we don't hear back, it returns to our vault and Section 5.2 applies.

6.4 Delivery to the wrong person at the right address

Couriers may leave parcels with neighbours, concierges, reception desks or in safe places, depending on the service and local practice. Once the courier records delivery to the address you gave, our obligation is complete. If you need signature-on-delivery, choose that option at checkout where available.

7. Tracking

You can track orders in the app: order confirmed → in manufacturing → quality assurance (gold) → dispatched → in transit → out for delivery → delivered. We send push notifications at each stage.

The recipient of an anonymous Tribute does not receive sender-identifying tracking information.

8. If something goes wrong

8.1 Lost in transit

If tracking shows no movement for 10 business days, or the courier confirms loss, tell us. We will investigate with the courier — this usually takes 14 business days. If confirmed lost, we will remake and reship at no charge, or refund in full, at your choice.

8.2 Damaged in transit

Tell us within 7 days of delivery, with photographs of the item and the packaging. We will replace or refund. See the Returns Policy.

8.3 Delayed

We will keep you informed. We do not compensate for delay caused by couriers, customs, weather, strikes or events outside our control — but if a delay means a gift misses the occasion entirely and the delay was our fault, contact us and we will make it right.

8.4 Delivered but not received

Where tracking shows delivery but the recipient says otherwise, we will raise an investigation with the courier. Outcomes depend on what the courier's evidence shows. We will be straight with you about what we find.

9. Prohibited and restricted items

Our catalogue is curated, so most of this concerns what you may engrave, attach or include, and how you may use our shipping.

9.1 Never permitted

• Anything unlawful in the origin or destination country
• Weapons, ammunition, explosives, or replicas
• Drugs, controlled substances, drug paraphernalia
• Currency, bearer instruments, or negotiable securities
• Hazardous, flammable or corrosive materials
• Living things, perishables, human or animal remains
• Counterfeit goods, or items infringing trade marks
• Anything intended to conceal the movement of value for unlawful purposes

9.2 Engraving restrictions

Engraving is permanent and public-facing — it passes through our manufacturing partners, quality assurance and customs. We will not engrave:

• content unlawful in the UAE, including religious insult, defamation or obscenity
• threats, harassment or hate speech
• third-party trade marks, logos or copyrighted designs without proof of rights
• content that breaches our Acceptable Use & Community Guidelines
• anything that would create a customs or legal problem in the destination country

If we refuse an engraving, we tell you why and refund in full. We check before manufacture, not after.

9.3 Use of our shipping

You may not use Let's Horaro shipping to move goods on behalf of third parties, to conceal the origin of goods, or as a substitute for a freight service.

10. Insurance, risk and title

10.1 Full transit insurance

From the moment your item leaves our vault until it is signed for by the recipient, it is fully insured by us against theft, loss and accidental transit damage.

10.2 When risk passes

Risk of loss or damage passes to the consumer only at the moment of physical handover and identity verification — not when we hand the parcel to a courier.

This is the position required by UAE consumer protection law, and it is the position we apply.

If an item is damaged in transit, we will remanufacture and replace the custom item at no additional cost to you.

10.3 Title

Title to a gift passes to you when we receive payment in full.

For Tributes, title in the physical gift passes from you to the recipient on delivery. If you subsequently delete the Tribute, the recipient keeps the gift — see Section 8.3 of the Tribute Terms.

11. Gifts held in your Treasure

Gifts you buy but do not assign to a Tribute stay in your Treasure.

• They remain your property
• We store them at no additional charge for 12 months, after which storage charges may apply
• You can request delivery to yourself at any time, paying shipping
• If your account is closed, we will contact you about undelivered gifts. If you do not respond within 30 days, we may dispose of them and no refund is due.

12. Force majeure

We are not liable for delivery failures caused by events beyond our reasonable control — natural disaster, war, civil unrest, epidemic, government action, customs closure, courier failure, strikes, or failure of transport infrastructure. We will tell you what has happened, keep you informed, and offer to hold, redirect or refund where the delay becomes unreasonable.

13. Questions

support@letshoraro.com — please include your order reference.

Summary