Customer Information
Payment Methods
& Policies
Shop with the peace of mind of a secure, transparent process, carefully attended to in every detail. Here you'll find everything you need to know.
— Accepted Methods —
Pay at ZuLuZ
We accept all major international gateways and local payment methods, each processed with end-to-end encryption.
Pay with your PayPal account or linked card. Buyer protection included at no extra cost.
- No need to share your bank details
- Immediate charge upon confirmation
- Disputes resolved by PayPal
We accept all Visa cards: credit, debit, prepaid and corporate. 3D Secure authentication enabled.
- Verification via SMS code or banking app
- Secure card number tokenization
- No additional fees
Compatible with Mastercard, Mastercard World and Mastercard Black. PCI DSS Level 1 certified processing.
- SecureCode / Identity Check
- Real-time notifications
- Global acceptance
We accept all Amex cards including Gold, Platinum and Centurion. Earn Membership Rewards points.
- Amex Guarantee included
- Compatible with Platinum & Centurion
- Refunds processed in 5-7 days
Instant payment with Face ID or Touch ID from your iPhone, iPad or Mac. No need to enter details manually.
- Biometric authentication
- We never share your actual card
- Available on Safari and app
For special orders or bespoke pieces, we accept payment via Bizum or bank transfer. Please get in touch.
- Available upon request
- Confirmation within 24-48 hours
- Ideal for one-of-a-kind or bespoke pieces
— Security —
Your purchase, protected
Every transaction at ZuLuZ Atelier is processed under the highest industry security standards.
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SSL 256-bit encryption All data travels encrypted, just like your online banking.
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PCI DSS Level 1 The highest security standard for processing card payments.
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3D Secure Authentication Additional verification through your bank before confirming.
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Personal support Any question about your payment, just write to us directly.
Shop with confidence
We do not store your card information on our servers. Every payment is processed through certified gateways with full buyer protection.
— Our Policies —
Transparency at every step
We believe in honesty. Here you'll find a clear summary of our policies. Full legal texts are available in the footer of the store.
Charges and confirmation
I.Your payment method is charged upon order confirmation. You will receive an email with the details of your purchase and an order number within 5 minutes.
All transactions are billed in euros (EUR). If you pay with a card in another currency, your bank will apply the exchange rate on the day of the charge.
Shipping & delivery
II.Shipping is free on orders over €150 within mainland Spain. For the Balearic Islands, Canary Islands and international orders, please check rates at checkout.
- Mainland Spain: 24-72 business hours
- Balearic Islands: 3-5 business days
- Europe: 5-7 business days
- Bespoke pieces: creation timing communicated by our artisan team upon request.
Each piece is carefully packaged in our signature packaging, gift-ready.
Returns & exchanges
III.You have 14 calendar days from delivery to request the return of any piece purchased in our online store, except for bespoke or personalized pieces.
- The piece must be in perfect condition, unused and in its original packaging
- The refund is issued to the same payment method used for the purchase
- Return shipping costs are covered by the customer, unless there is a manufacturing defect
- We process refunds within 5-10 business days after receiving the piece
To start a return, please write to us by email or Instagram with your order number.
Bespoke pieces & special orders
IV.Made-to-order or personalized pieces are not eligible for returns as they are designed exclusively for you. A 50% deposit is requested upon confirming the order, and the remaining balance is due before shipping.
The entire creation process is accompanied by photographs and direct communication with the atelier.
Privacy & data
V.We comply with the European GDPR and Spanish LOPDGDD regulations. Your personal data is used solely to process your order and, if you authorize it, to send you our newsletter.
- We do not share your information with third parties for commercial purposes
- You can request access, rectification or deletion of your data at any time
- Communications with payment gateways are encrypted and we do not store your bank information
— Frequently Asked Questions —
Your questions, answered
The questions we hear most often about payment and the buying process.
Absolutely. All transactions are processed through certified gateways (Shopify Payments, PayPal, Stripe) with SSL 256-bit encryption and 3D Secure authentication. We never see or store your card details.
Depending on the payment gateway and the country of your card, installment payment may be offered through services like Klarna or PayPal Pay in 4. This option will appear automatically at checkout if available for your order.
Please check your spam or promotions folder. If it hasn't arrived after 30 minutes, write to us by Instagram or email with your name and we'll make sure your order was registered correctly.
Yes, we ship throughout Europe and upon request to the rest of the world. Exact rates and delivery times are calculated at checkout based on your country and the weight of your order.
If your order has not yet left our atelier, we can modify or cancel it. Please write to us as soon as possible with your order number. Bespoke pieces can only be cancelled within the first 24 hours after the order is placed.
Write to us on Instagram @zuluz_atelier or through our contact form. We'll set up a consultation to understand your vision, send you a sketch and quote, and start the creation process.
Still have questions?
We're one conversation away
If you have any questions about your payment, order or the atelier, write to us. We reply to every message personally.
Contact us