Cancellations & refunds

Cancelling a subscription

You can cancel any time. Email hello@zui.gallery with your name or order reference before the 20th of the month and you won't be charged for that month or any after it. If you cancel after the 20th, that month's envelope is already being made for you, so it will still be sent and the cancellation applies from the following month.

Skipping a month

Email us before the 20th and we'll skip that month. You won't be charged for a skipped month.

Cancelling a one-time order

You can cancel a one-time envelope for a full refund up until the 20th of the month it's for. After that, packing has started and we can't cancel it.

Before you've paid

While online checkout is being set up, orders are saved and we send a payment link. If you change your mind before paying, simply ignore the link or tell us, and nothing is charged.

Damaged, wrong or missing envelopes

• Damaged or wrong items: email us a photo within 7 days of delivery. We'll send a replacement, or a refund if a replacement isn't possible.
• Lost in transit: if tracking shows no progress for 10 days after dispatch, tell us and we'll resend the envelope or refund it, your choice.
• Wrong address given: we can't refund envelopes sent to an address entered incorrectly, but we're happy to re-send if the envelope comes back to us (re-shipping may be charged).

Change of mind

Because each envelope is made in a small, numbered run for that month, we can't accept returns for a change of mind once an envelope has been dispatched.

How refunds are paid

Approved refunds are issued to your original payment method within 5 to 7 working days of approval. Depending on your bank, it can take a few more days to appear in your account. We'll email you when the refund is processed.

Questions

Write to hello@zui.gallery. We reply within 2 working days.