Gifts, Orders & Payments

Two ways to pay

Credits are not money. They are a prepaid entitlement to use platform features. No cash value, not transferable, not sellable, not refundable for cash.

Buying and using Credits

Settings → Wallet → Buy Credits. Choose a package, check the expiry date shown, and pay by card or mobile wallet.

Prices are shown in the app — at Settings → Wallet → Pricing, and again before you submit.

What is always true:

• The Credit total is shown before you submit. Nothing is charged until you confirm.
• Credits expire at the end of the plan period they were bought under. The expiry date is shown before you pay.
• On an annual package, Credits carry over between months within the year.
• Packages do not renew automatically unless you turn that on.
• Credits are used oldest batch first.
• Price changes take effect on 30 days' notice and are never retrospective.

VAT

We are not currently registered for UAE VAT. No VAT is charged, prices do not include it, and it does not appear on your invoice. Your invoice is headed Invoice, Sales Invoice or Commercial Invoice — not a tax invoice, and we will not call it one until we are registered.

Invoices are at Settings → Billing. An issued, unpaid invoice expires after 3 days.

The gift catalogue

Two collections, both available in any material:

Each listing shows two timings:

• Ready in — how long before it can ship. Most items are ready now.
• Can be held for — how long we can keep it before dispatch, up to 12 months

The first 30 days of holding are free. Beyond that, a storage and insurance charge applies, shown at checkout.

Engraving

You see a rendered preview and must approve it before we manufacture. We record that approval with a timestamp.

⚠️ Check spelling, dates, names and text direction carefully. We make exactly what you approve. An approved typo is not a defect and cannot be refunded.

Spotted a mistake before manufacturing starts? Email support@letshoraro.com — we fix it free.

My Treasure

My Treasure is your list of items bought but not yet shipped. They are your property at every stage.

Assign an item to a Tribute at any time, or have it delivered to yourself (you pay shipping). Free storage for 12 months, then charges apply at the rate shown in the app.

Delivery

Two different clocks. The gift's delivery date and the Tribute's unlock date are separate. The parcel may arrive before the message opens — sometimes well before.

A gift cannot be held longer than 12 months. If your Tribute unlocks after that, the gift arrives first. We tell you this before you pay and ask you to confirm you understand.

Your options: schedule dispatch closer to the unlock, accept that the box arrives first, or have the gift shipped to you to hand over yourself.

How long it takes

Peak seasons take longer — order early.

What it costs

Shipping is charged by destination and parcel weight, on the courier's terms. The exact charge appears at checkout after you enter the address, before you pay.

Delivery may be discounted or free — by order value, a promotional code, or an offer running at the time. Any discount is shown at checkout, already in your total.

Not included: import duties, destination taxes, courier handling, customs storage, re-delivery after a wrong address.

Secured handover

High-value items are never left unattended. The courier verifies the recipient against their Emirates ID or passport. Domestic parcels travel in unbranded, tamper-evident packaging.

Customs

For international orders the recipient is normally the importer of record and pays duties and taxes.

⚠️ Many countries restrict importing gold and silver. Check your destination's rules before ordering. If a parcel is seized because of an import restriction, we cannot refund the gift. Ask us at support@letshoraro.com if you are unsure.

Addresses

You enter the address; we ship exactly where you say. Update it free up to 6 months before dispatch. 60 days before a long-horizon unlock we contact both parties to confirm details are current — please respond. After dispatch a redirect may be possible, may cost, and is never guaranteed.

When something goes wrong

If the return was our fault — faulty, wrong, damaged — we accept it, refund or replace, and pay return shipping.

If it wasn't — refused, or a wrong address you supplied — it stays in your My Treasure. Re-ship at your cost, or request a refund where the Returns Policy allows. If you don't respond within 30 days we may dispose of it, with no refund.

Returns and refunds

Every item, custom or not, can be returned if it is faulty, damaged in transit, or not what you ordered. That is your right, and we do not argue about it.

Returning a Ready Series item

Unused, complete, in the original box with all documentation and the original invoice.

Orders → Request Return / Exchange within 14 calendar days — or, if the gift went to someone else, within 14 days of the date we notified you it was delivered, since you never handled it yourself.

Return it within 7 days of authorisation. We inspect on arrival, then issue the refund within 7 working days of approval; your bank may take a further 7–14 business days.

Who pays return shipping: you, if you changed your mind. Us, if the item was faulty, damaged or wrong.

If a gift was part of a Tribute

Only the person who paid can request a refund, and it goes back to their payment method.

A recipient wanting to return a gift should speak to the sender. If that isn't possible — the sender has died, or contact isn't appropriate — email support@letshoraro.com and we will handle it sensitively.

Cancelling before dispatch

Free while manufacturing hasn't started. The practical cutoff is six weeks before scheduled dispatch — cancel as early as you can.

Not refunded: approved engraving typos · damage from misuse · items altered by others · customs duties and handling · the initial delivery fee once shipped · parcels seized by customs · late returns.

Nothing here limits your rights under UAE consumer protection law. Where the law gives you more, the law wins.